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No Optus assistance available. Replacement fetch remote needed

I’m on Day 4 of having no assistance from Optus. Contact centre calls sit on hold for up to 2hrs and are then terminated, My Account login unavailable, FB Messenger messages unanswered, complaint email unanswered, the sales line is very quickly answered but no assistance given.
I need a replacement fetch remote for the faulty one sent to me last week. I’m paying for a service that I cannot use.
There is NO DIY workaround. I have explored everything. I need a new remote to be supplied. Optus, this is the ONLY communication channel I can reach you on. The only one.
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