Does that email have an order number (should start with 1-x and be about 11 long), if you have that than the support team on 1800 TFIBRE (1800 834 273) should be able to find the order, regardless of it you have that order number or not try give them a call and see if they can get it sorted.
If they are still unable to find the order or provide you with assistance then it might be worth lodging a complaint so the complaints team can try and work with the relevant teams to find out where your welcome kit is and what is going on. They will also be able to ensure that you get the inclusions you are entitled to. http://telstra.com/complaints
If they are still unable to find the order or provide you with assistance then it might be worth lodging a complaint so the complaints team can try and work with the relevant teams to find out where your welcome kit is and what is going on. They will also be able to ensure that you get the inclusions you are entitled to. http://telstra.com/complaints