If you're new to Optus get used to it.
I recommend that you have 2 phones, 1 to use while the other is permanently on hold with Optus 'support'.
Or, if it's possible for you, do what I do and catch a bus to the city, go to an Optus store and corner one of the very enthusiastic and ever cheery sales staff, pretend that you want to spend some money, then pounce on them and demand the service that you have paid for.
If you're lucky they may squirm a little and appear to be genuinely surprised that the supreme telco service, Optus, has had a very minor and unexplained fault exposed, or they may be honest and tell you that it happens all the time but they don't really care because they are making money the same old easy way, by the laws of 'supply and demand'.
Good luck and godspeed fellow Optus contract prisoners .