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A bit more information would be helpful.
Are we talking a Home Phone (is it NBN Service or old style home phone), Mobile Phone (model, postpaid or prepaid account)?
We need a bit more information in order to assist, otherwise the only recommendation we can make is to either call 132200 or use Livechat, to try and get assistance.
If you have an NBN phone ?? try unplugging (switching off / rebooting) the Telstra modem for 3 minutes and then plugging it back in. If its an NBN phone, that is a common issue, otherwise follow the advice to contact Telstra. Thank you