Can you please Private Message(PM) me your Username/CID/Service address for the service you need help on so i can pull up your account.
I can see your NBN-FTTC 12/1 order is progressing.
There is a self-install component to this.
You will need to unplug ALL existing phones and modem from your sockets, and setup the new NBN cpe.
Can you take note of what the 4x blue lights on the NCD are doing, ie 2x solid, 1x flashing etc.
You may check the setup guide that we've created for NBN FTTC here.