Very similar issue with me - on switchover to NBN from ADSL - Unclear comms from Optus regarding Fetch Box change.
In this scenario, I switched from ADSL to NBN, as you have to do. I opted to stay with Optus …..hmmmm
It was unclear when ordering (at a retail outlet) if Optus would need to send me a new box. All correspondence indicated that they would (my existing one is 4 years old), and advice online is to allow 10 days for delivery of same.
Well after 5 days, I checked My Order tracking, where I discovered it stated that I was done and dusted. When I queried this on Optus chat, I was told for the first time that I am to reuse my old box. I had not been doing this as I was lead to believe I was getting a new box. I had also received an Activation code in my email, and when I started the old box (just to see) there was no place to enter an Activation Code. So I had been truly left to stroll down the garden path.....
Now I have to talk to Fetch Technical Support, to see if I can get this resolved.