there are a number of technical reasons why you may not be able to connect to Telstra's broadband service.
without confusing people, it boils down to the fact that Telstra is trying to provide high speed Internet service over its old copper wire network which has been designed for telephony rather than data. To get the most out of their network they have installed things called RIM (remote integrated multiplexers) which allow more users to connect via pair gains. If your home phone line is connected to this, you can't get ADSL.
also, if your phone line is more than 5km away from an ADSL-enabled exchange, you can't get ADSL.
Telstra is looking at workarounds for all this. At the moment, their alternative to providing ADSL over a phone line is satellite connection or an ISDN line - both a sh*te load more expensive that ADSL through your phone line.
Telstra techs don't seem to talk to the sales dept so it can be quite confusing for consumers who are told they can get ADSL only to find the truth is, they can't.
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