20 minutes is too long to wait. it really is painful listening to elevator music for that long.
The crazy thing is...
Once someone answers (in this case Philipa) the service is just totally fantastic.
And of course Telstra Cable Broadband eats ADLS for breakfast... it is just so nice not having to use crappy old twisted copper.
So, Telstra, find a few more Philipa types and boost your call center numbers up a bit.