Hi @jawsjaws, thanks for getting in touch with us.
Please keep in mind that NBN is only available in selected addresses/areas with the modem supplied by Optus. There may also be technical or commercial reasons that affect their ability to access the service at their address.
If they need further assistance, we recommend messaging us via the My Optus app. If for some reason, they're unable to use the My Optus app, please send a private message to the official Optus Facebook or Twitter page.
Just a friendly reminder that you have provided sensitive information on a public platform. Please delete or hide your post for privacy purposes. Tina.