I have ongoing issues with Optus regarding an order. I have had difficulty speaking on the phone to someone - waited for hours, was transferred, continued waiting.....hung up. I tried online chat - unexpectedly high volumes. The website states that online chat for all issues is 24/7. I got up early this morning to online chat before it got busy. Apparently all areas are NOT available 24/7. Orders etc don't open until 9am. I am really unhappy about this and the fact that it's so difficult to speak or chat to anyone.
I can see that Toomey has responded to your post here.