Just a heads up Stuart as per the red advisory message on the right when you posted your question that we don't have access to or visibility of customer accounts here on our public forum.
Tech support is available 24x7
Disappointing to read you didn't get the help needed initially but pleased to hear it was resolved on your next attempt.
This comment is absolute rubbish. I have now been on 5G for about four months now and only have two gripes, one is unrelated to 5G. My modem is in a room in the centre of the house and must go through a plastered wall, then a brick wall before heading to the nearest tower. I can't see the tower from my place at all as it is in a heavily timbered area. My download speed is 256 mbps, but upload is generally only about 6 mbps. My only other gripe is that Optusnet does not know what a VPN is and refuses me access to email while running it. If anyone knows of a setting that can get me around this it would be greatly appreciated (I am using Thunderbird).
To anyone considering Optus 5G Home Broadband, with all due respect to others. It is going to be dependent on your geographical situation and location of the tower. Like many here, I too have faced issues, and have opted to cancel the service after trialing it for 3 weeks. I signed up for a 24 month contract (with 1 free month) But, due to the terrible drop-outs and speed drops, I cannot bear it. I really did not have the problems with Optus 4G Home Broadband that I have with Optus 5G Home Broadband. I am inner east Sydney. I have detailed my experience here https://www.reddit.com/r/Optus5GHomeBroadband/. Again, as an early adopter, I don't begrudge the service, it just was not for me. When it was good, it was great. But, when it was bad, it was terrible. Please read my experience over @ reddit, and make a decision that is right for you.