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Optus are no better to deal with. I spent three months arguing with them (and Telstra) because they couldn't transfer my landline number from Telstra. Or connect my NBN. I finally went to the Ombudsman, it took a while but in the end they "found" my phone line and I got $2000 compensation (unexpected) because they didn't connect things when they said they would. I dealt with Optus' (indian) helpdesk and their facebook "helpgroup", all to no avail.
Oh, and the problem with NBN is you, the customer, cannot deal with them direct, you have to go through your service provider.
At the very least do what Alex said, lodge a claim with the Ombudsman and then contact Telstra and let them know. The Ombudsman's office is pretty busy (!) so will take a while to do anything.
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