Have you got the phone plugged into the modem?
As the standard for NBN is to have the VoIP NGC setup which runs through the modem.
Unless you have FTTP in which case, you will have a white, NTD/'network termination device', in the house and in certain circumstances such as medical priority assistance, back to base alarm etc it is setup to run through the UNI-V port in the NTD
Changing to the NBN changes both the home phone and internet over not just the internet...
Also unfortuantly this is a public forum so no on here would be able to check into the service for you, and from what I was told the other day there isn't a LiveChat team for NBN at the moment, but if you have no phone access, I would suggest speaking to LiveChat anyway and see if they can at least get it lodged with the NBN team for you. http://livechat.telstra.com
