I have had the worst experience of a simple relocation of my NBN service from my old address to new address. Somehow their backend staff have managed to screw up the process and as a result my entire NBN service was cancelled instead of being relocated. I have spoken to numerous service staff via chat and none of them can confirm what is happening. One person will say the service is cancelled and my account is closed. Ask another person, account is still ok but got problems with the relocation. Gives a 48 hour timeframe to resolve the issue but hear nothing back after that. Check again, service is still cancelled. Best part is i am on a 24 month contract, so what happens to the contract? I am free to move to another provider? I would be more than glad if someone at Optus can just confirm that i am free to leave. One of the worst telcos that i have ever encountered in my life with deplorable customer service.