Isn't this a TOTAL JOKE. We pay for a service and the provider (Optus) gives us the run around when it comes to getting support.
Optus....is your balance sheet so bad (in terms of performance) that you have to cull the number of phone agents to answer phone calls and get your customers to do their own reseach (using these forums) to help themselves out!!!! If you absolutely can't afford providing phone tech support you might consider your business model again. You still charge top dollars for your internet plans and they haven't become any cheaper because you've stopped providing phone support or introduced the chat support options which is WAY TOO PAINFUL to use.
What's worse is your chat support doesn't work when it's needed most!!! HILLARIOUS.