You may need to change plans
Unfortunately at the moment nothing but 'critical' items seem to be handled buy Optus support. So if you do get through you're likely to be told to call back another time.
At this stage you might be best just buying a unit yourself (you never own the PVR Optus supplies). You can by one from FetchTV themselves that activates for a $1. Then you can hire packages (channels) via the unit anytime. The advantage here is they can probably send you one out in three days.
Note that these units won't be able to play the one free fetch package that comes from Optus and they also won't work as multiroom with other Optus units later on if wanted.