I relocated my Optus NBN service and I was assured my service would be activated on the date I had booked in using the online service. The account appeared to be activated and then was working. Without any communication from Optus, the connection stopped working and I had to contact them to find out they need to update your username on their end. I had received no information about this and we are going for days without wifi. Poor service. Also, the live chat does not appear to be able to organise a phone call and I have to call billing to make sure I don't get charged for the days without service. So we have to communicate them to find out they have shut off our service and to make sure I'm not charged for that lack of service. Very frustrating. I work from home and rely on my access to the network.