Welcome to the community!
I was able to locate your account using your community details and ran an initial tests on your service it shows no connection on the line.
Please confirmed if you have tried to configure the modem/router if not yet, you can check this article on how to setup your ADSL2+ modem Setting up ADSL2+ and modem configuration
If it still the same, I will need to arrange one of our Technicians to call you for further test and investigation.
Let me know how it will go.