Nbn setup

Level 2
My adsl connection has disconnected and my nbn router has not arrived. My old router can apparently be used as an nbn router but when i connect it wan to uni-d1 i get no up/downstream and internet light is red. When i connect to the adsl i get up/downstream activity but internet light still red. I cannot get through to any customer service and when i inquire about where my router is the chat is closed before even replying to me
Any help please