Welcome to the Community!
Thanks for raising this with us. I was able to pull up an account using your community details. However, the record we pulled up is an NBN account so we're not quite sure if we're looking at the right one. Can you PM us your customer ID or username or even the homephone number so we can check this further?
For reference: How do I private message (PM) in the community
Thank you for providing your homephone number via email. This matches the earlier record I was able to pull up. Your service is already on NBN FTTN.
Can you confirm on which port at the back of the modem is your phone connected to?
Thank you for confirming via email that you've reset the modem and tested the phone. Since it's still not working properly, I have this issue escalated to our Engineering Team for further investigation. Updates pertaining to this case will be provided to you directly by a Phone Engineer via SMS or phone call. Let me know if you have other concerns that we can look into.