Occom

I am not with OCCOM, I inquire about their NBN service today. Female who answer my call lied to me that she is in Sydney, She also lied that NBN activation takes 1-3 days which is totally nonsense. These people are running this business from India… Read more

and fooling people here in Australia saying they are Australian company?

As a matter of fact not many internet (Australian) service providers left now. It is totally sham where this company don;t know how to connect NBN

I WARN stay away from this bogey company where our money is taken overseas.

JUST GO WITH LEAPTEL Yeah- don’t bother going with these guys. Call centre doesn’t care about you, if anything is too difficult they will just throw you off with words like “escalated” and “level 2” “level 3” team. I had an issue with opticomm,… Read more

and it got too difficult that they just gave up and not even bother trying anymore and left it with them, for two weeks it was stuck in limbo.

LEAPTEL literally fixed it and figured it out in a day, they know what they’re doing and they have a far better customer service line than Occom. Not to mention LEAPTEL updates their plans for Opticomm.

I had a very frustrating experience with intermittent dropouts and service instability that dragged on for several months (from around September). Initially, troubleshooting was slow and repetitive, and I was asked to rerun tests multiple times despite already providing detailed results. That part of the experience was disappointing and stressful.… Read more ·  1

However, once my case was escalated to the NOC team and handled by Ansen, things changed significantly. Communication became clear, consistent and transparent. Ansen took proper ownership of the issue, explained what was happening technically, and actually pushed the investigation forward instead of looping through basic scripts.

Kathy, the field technician, also deserves special mention. She attended our home after hours, replaced the modem, ran proper on-site testing and stayed until everything was confirmed working. Her professionalism and willingness to go the extra mile really stood out.

Since the hardware replacement and monitoring changes, the service has been stable and performing as expected. Occom also provided fair compensation for the disruption, including a free month, a discounted rate for 12 months, and allowing us to keep the replacement modem.

Overall, while the issue should never have taken this long to resolve, the way it was ultimately handled restored my confidence in Occom when the right people became involved. Credit where it’s due — the escalation team and field support did an excellent job turning a bad situation around.

I have been with Occom since 2022, and this is my first review. At the time of signup, even given the initial discount for the first 6 months, I would have chosen other providers that I had been very satisfied with in the past, if they were available in the suburb I live in. Anyway, we gave Occom a shot. After 6 months, they raised their price… Read more

multiple times. Then I realised I was paying extra (it was not by the cents, it was nearly $2) for BPay. Upon enquiring (after 2 years), I realised I could do bank transfers without getting charged extra fees. And one little detail that one can easily miss that I have to mention, my invoices show my usage as a bar for the month but not how much I have used like I can view on my mobile plan, electricity, gas and water bills. So I enquired but the answer was pretty nonsensical like that it shows my plan for the month. (*scratching my head* Who is more confused??) I have also had numerous connection issues.

Then Black Friday came and I decided to sign up with another provider who is giving a first 6 months discount and a lower price than Occom. I would be saving over $200 for the year. I called Occom to end my contract but was told I must give 30 days notice. Then they tried to make me stay by offering higher speeds at about the same price for another year, with the usual spill that I have been a long time customer.

As soon as I declined, a whole month of invoice arrived instead of the remaining amount I was told I only had to pay. So they resent the invoice and even put the payment due date on the same day the invoice was resent! And by the way, the end date of my contract is another 16 days away. (Oh my, how revengeful and devious are they! As the saying goes "the devil is in the details".)

So, this is my three year stint with Occom.

Reflection: It makes me wonder if Occom truly values their customers (or is it all about the money, money, money? :-)) I have had far more gracious experiences.

Auf Wiedersehen, Occom xxx.

I recently upgraded to Occom’s 500 Mbps plan and received an ASUS Wi-Fi router as part of the package. Unfortunately, the experience has been quite frustrating. The new router couldn’t connect to the internet on the first day, even though my old router from the 100 Mbps plan worked without issues. I spent the entire night chatting with customer… Read more

service, but none of the troubleshooting steps helped.

By the second day, the router finally connected, but it began disconnecting every 6–8 minutes. For several nights, I spent around two hours each evening trying to resolve the problem. I even recorded and sent videos to show that I was following all the correct steps and that the issue was clearly caused by their hardware.

As of now, I’m still waiting for a proper solution. Overall, the upgrade process has been disappointing and far more time-consuming than expected.

Lily.yang has been an absolute pleasure to speak with. She is consistently patient, attentive, and incredibly sweet in the way she handles every interaction. She listens carefully, explains things clearly, and always makes sure I feel supported and understood. Her warm attitude and professionalism truly make a difference. I’m very grateful for her help and highly appreciate the service she provides.

I recently arranged a network transfer service, and I would like to sincerely thank Hannie for all of her help during the process. She was very patient, professional, and responsive from beginning to end. Since I had several questions about the transfer procedure, activation time, and account details, Hannie explained everything clearly and made… Read more ·  1

the whole process much less stressful for me. She followed up carefully, responded quickly whenever I needed assistance, and ensured that the transfer was completed smoothly. I really appreciate her positive attitude and excellent customer service. Thanks to Hannie, the migration process was much easier than I expected. I am very satisfied with the experience and truly grateful for her support and kindness throughout the service.

I recently spoke with my internet provider’s customer service, and the representative Sonia was extremely kind, patient, and helpful. I was not at home during the first call, and she completely understood the situation and kindly called me back after I reached home. I don’t have much technical knowledge, but Sonia explained everything in very… Read more

simple and easy words, which made the whole process stress-free for me. She solved my internet problem quickly and professionally.

Really appreciate her excellent customer service and support. Thank you, Sonia!

I've been using their network for three years now, and it's consistently attentive, efficient, and fast. Whether it's gaming or watching videos, the performance is excellent! Diana's service is very thorough; she guided me through each step, took photos for verification, and completed the connection in just a few minutes. This is definitely a brand and staff that you can trust.

Horrible customer service. Internet went out not because of Occom internet but because they use Opticom equipment in the background. The Opticom router equipment that was already in the apartment before we moved in suddenly died. Since this is a separate company they couldn't send a technician out with a new router for over 5 days. The only… Read more

compensation they offered was not to charge us for the days without internet. That's it! Nothing else. Very unsatisfied customer!

When I search service availability for NBN to my address and speeds available, I get 2 different results from searching on my mobile then searching on my desktop. So I needed to call their customer service to get clarification. The lady that my call was assigned to could hardly understand my question. I noted before I called that OCCOM stated… Read more

their call centre is located in Australia. I wonder why the service person delayed answering me when I asked, "are you located in Australia" There was a pause and then she said yes. I could hear people in her background of the call centre speaking a different language to english. But back to my original enquiry.. why was there a difference in plans available to me at my address when searched on mobile, then searched on desktop? I don't need an answer... bad start to a inquiry and that is a bad sign.

Some of their call centre staffs have been helpful and giving step by step guidance to get our internet back and running. However, on the follow up call regarding a faulty router extender ($399 for the router set up) after a year and half of use, they have refused to supply a replacement and only offered a replacement if we sign a 12 months… Read more

contract and pay for delivery. Australian Consumer Laws said reasonable service life of routers should be 3-5 years. Will take it up with NSW Trade Trading. TPG services were much better at the old house.

Jerry was extremely helpful throughout the whole process. At first, the network issue turned out to be caused by connecting to the wrong address, which we didn’t realise initially. Jerry patiently assisted me multiple times, followed up carefully, and kept helping troubleshoot the problem step by step. Thanks to his support and professionalism,… Read more

the internet was finally connected successfully. Really appreciate his patience and excellent customer service.

Diana answered all my questions with great patience and kindness, and was extremely helpful; she successfully resolved my issue. It was a very satisfying experience.