Ah, that's an incredibly long time to be waiting on hold.
Our customer care teams have been given a directive to assist with critical enquiries only i.e. customers without access to a working internet or mobile service.
Due to the impact to our partner sites overseas, we're running on skeleton staff. We've recently began training our new onshore support teams, so you can expect normal operations to resume shortly
Really, the best way to contact us right is via Messaging in the My Optus app. If you cannot access the app, our Social Media team can help with that.