For 24/7 support message our team of experts via the My Optus app.
I am disappointed with the service from Optus. I have been charged for a modem which has not arrived. So hard to get any service or help.
Not good to hear that it's missing. It should be sent as one of the last activation steps, and arrive on the connection date.
Have you tried tracking it with the order number here? If you didn't know or have your order number, you may need to get in touch with them.