Optus

Optus has always been horrible. When we were with them, our wifi was always slow. At one point we needed some kind of external 3G hotspot device thing? for the computer, which im not sure we really needed. Not to mention all the dead spots of their mobile network, including my house and one of my local shopping centres. When we upgraded to the NBN… Read more

around 2019 or 2020, the lady at the store couldn't even tell us the speed that we would get. Because it was the slowest they offered at 12mbps down 1mbps up. A couple years later we realised it was so expensive that it was cheaper and the wifi would be faster to switch to aussie broadband so we went to the optus store again and they outright refused to price match anything. Instant decision to switch then and there. And as a final spit in the face, they had also locked down the crappy wifi router they gave us so that it could only be used with optus so we had to buy another router when switching to aussie broadband. The only good thing is our services got discontinued quickly automatically after switching to Aussie Broadband so we did not have to talk to support for hours to cancel everything.

I was a customer for approximately 10 minutes, tried to log into the app on my ipad, said password was wrong, so I reset password, still didn't work, tried again , locked out of account. Called tech support, who told me it was my ipad, and to try and log in on something else, no problem, downloaded the app to my phone, didn't work, told it was my… Read more

phone! so what ever you do folks don't try to use optus on an apple, apparently not compatible lol. And this they call Tech support. I was finally advised to leave it for a few days and try again lol unbelievable

For a simple phone number change I didn’t want my ex partner to have it they said I was not safe and needed support. No joke. I didn’t want to talk about it but I was told all this. They then said I needed help. This is a ljoke. I am ok. I couldn’t believe that they made out he was a bad man which he is not. I just wanted a fresh start that’s… Read more

all. I was told by Optus I was a pain . 3 times. It’s a right to have my privacy protected but they didn’t care. I asked them about their partners and they didn’t answer. I’m now considering legal action against Optus for obtuse of power. It’s just a bloody joke. No wonder it’s 94% are bad reviews. Take a good look Optus. Bad bad bad

Optus is extremely sloppy and slow to fill orders for new Mobiles, weeks and nothing, no phone, no communication and through their website their chat representatives give out false information. Conflicting stories about when an existing mobile… Read more

number is ported across to them. Few differing stories from operators with no true information. No emails as well. Very very disappointed as Mobiles are expensive to buy and a huge leap of faith and Optus again do not come through. Not good enough. One operator told me to expect delivery in 1-5 days and the other told me they will contact me when my order leaves the warehouse as on back order, which I was not aware of. Been waiting weeks.

I have been with optus for over 20 years via my mobile phone. I don't have internet on it, phone calls and txts only, not a smart phone. The so called "expert" told me there was no such thing anymore. Got a notification that my plan was being… Read more

increased in cost without my permission. Tried calling the 133973 number and got an Indian woman who tried gaining access to my computer to "verify my account", this is obviously a problem. When I told her I wanted to speak to her boss she came back and tried to tell me he wouldn't speak to me, I repeated my request to talk with her boss. Eventually I got someone who made the same demands. Other than raising my blood pressure nothing was achieved. Tried calling optus shops to try to tackle the problem and they told me to phone the call centre, hopeless. We are being given the blunt end of the pineapple with no lube. Next step will be complaints to scam watch, the telecommunications ombudsman and checkout other providers for a decent deal.

If I could put zero I would. Rude staff and no help. Only half of the day we have internet. And when we do it's like dial up speed. Complaints department is non exsistent. Do not join up optus Show details

THANK YOU OPTUS!!! Been using and loving your service for over ten years now. Also want to mention during covid you guys were a life saver. And today I got 30GB of data for free from you guys for my birthday this month. OPTUS YOU ARE AMAZING. Show reply

I would like to say a huge thank you to Alex and Ahmed at the Optus Rockdale store for the great customer service that I have received recently. I contacted Optus to report an issue with my internet connection and part of the process to correct the problem was for me to attend the Rockdale store to receive some items that would help me. Once I… Read more ·  1

gave my case number to Alex and Ahmed they assisted me and provided the most professional and thorough customer service. I had to return later to receive further help and they went out of their way to get the issue sorted immediately. I was impressed by their commitment to helping me sort out the problem that I had and would not hesitate to return to the store if I have concerns in the future. I would highly recommend these young men as they are a true credit to the Optus company and a great asset to the team. Please pass on my sincere thanks to Alex and Ahmed for a job well done and I wish them continued success in the future.....Donna

I Went into the Doncaster Optus store and spoke to a young man Gerard he was super helpful and so politw explained everything so clear I give him 5 stars for his services Show details ·  1

Have been w Optus home internet for 15 years. So happy that I signed up with a new provider today. Then I realised that I have not received invoice for a long long time. Last invoice received was dated 27 April 2020 i.e. 6 plus years ago. I opted to receive invoice via email. What happened? Optus has added .au to my email address that is without… Read more

.au. This thought is scary. How could Optus changed that without my consent?

The hotline offered to send me all the missing invoices. I only asked for the latest 3.

Well your customer service is bad and don't help there's one, I recharged early and instead of being rewarded I had my remaining days from last recharge stolen from me and only data rolled over, no warning you just stole my data like a regular thief robbing from my house you took money I spent into my credit and stole my days remaining. Optus is… Read more

the worst don't go with them they lost a loyal customer and Ile tell who ever to go Vodafone Telstra anywhere but Optus

been with optus for quite a while but recently needed to replace my modem, after 8 hours of messages and 9 different clowns was told modem would be sent .clowns sent to wrong address, tried 2 days later got 5 different clowns .so called to fix address was told was being sent .nothing since ,am cancelling this service just clowns ,few days later… Read more

got a message to contact via message to fix the issue ,the web address does not exist so how do i do that ,they have no idea what customer srvice is ,CLOWNS

I am genuinely baffled by the purpose of the Optus chat function. I spent close to 30 minutes with a chat agent seeking a simple business sales contact who could communicate via email with our CTO, who is based in Singapore. During that time, I was asked to complete an entire page of questions about our business, requirements and contact details,… Read more

only to be provided with another phone number at the end of the interaction.

If the outcome was always going to be "call this number", why was I required to spend half an hour providing information that apparently could not be used to progress my enquiry?

What is particularly frustrating is the customer service scripting. Customers are repeatedly told things such as "I can help you with your enquiry", "I understand", "I appreciate your situation", and similar statements. However, if agents have neither the authority, resources nor capability to actually assist, those phrases become meaningless and disingenuous.

A customer seeking help does not need empathy scripts. They need resolution. If an agent cannot perform any action beyond redirecting customers to another team or another phone number, then they are not actually helping with the enquiry.

The reality is that the chat team appears to have zero ability to facilitate business sales enquiries, provide introductions, arrange email contact with a sales representative, or progress a request in any meaningful way. Their role seems limited to collecting information and directing customers elsewhere.

As a result, what should have been a two-minute interaction became a thirty-minute exercise in frustration that achieved absolutely nothing.

Optus should seriously review both the capability of its chat function and the training provided to agents. Either empower staff to assist customers, or be transparent from the outset that the chat service cannot handle certain enquiries and direct customers appropriately. Wasting a customer's time while creating the impression that assistance is being provided is not customer service.

Cheapest Sim plan they have is $60 a month. We would use maybe 10% of all the data we get. It is overkill and should have a cheaper small data plan to keep your customers. I recommend making the switch. There is plenty of $30 month plans out there with unlimited talk and text with smaller data amounts so you actually get your money's worth!

Was a long term optus home nbn customer with family entertainer bundle nbn 110 aud per month. Contract ended 2 years back. Was on monthly contract. Since then tried on and off to enter a new 2 year plan with optus during several rounds of discounted offers but to no avail. I tried it recently and the chat bot either convolutes the dialogue or the… Read more

chat disconnects abruptly. Maybe loyal old customers are hated by Optus and the sales person do not get proper incentives if the new pricing is less compared to what was paid before. Went with vodafone’s discounted offers, should have done earlier. Advise to everyone better change telcos after the contract instead of trying to get a new contract with the same company. Better value and less hassle that way.

Dear Optus Manager, I am writing to formally raise a serious complaint regarding the ongoing issues with my Optus account and the unnecessary stress and hardship this matter has caused me. I purchased a phone from Optus in 2023 on a plan that was completed in November 2024. All phone installment payments were fully paid and completed. After the… Read more

plan ended, Optus continued deducting approximately $59 per month from my account between November 2024 and April 2025, despite the fact that I was no longer using the service. The SIM connected to the account had already been lost, and I informed Optus about this situation.

Despite informing Optus that my SIM was lost and the service was not being used, I was never offered a replacement SIM or any practical solution. Instead, my account was only suspended rather than properly cancelled, and I continued receiving invoices without reason.

After multiple calls and complaints, Optus eventually refunded the deducted amounts. However, despite this issue already being raised and discussed many times, I was shocked to receive another invoice again in May 2026.

I would like to formally ask:

- Why was my account suspended instead of permanently cancelled? - Why was I still being invoiced for a service connected to a SIM that was already lost and unusable?

I should not have to suffer financially and mentally because my SIM was lost while the service was not even being used. Receiving repeated invoices after raising this matter has caused me significant stress, anxiety, inconvenience, and loss of time.

As a cancer patient, this ongoing situation has seriously affected my mental wellbeing and health. I also have medical documentation regarding stress related to this matter.

I now request that Optus:

- Immediately stop all further invoices and charges - Confirm in writing that my account has been permanently cancelled and resolved - Ensure there is no negative record or debt associated with my name - Provide appropriate compensation for the stress, inconvenience, and ongoing issues caused

If this matter is not resolved properly and I continue receiving unjustified invoices or harassment regarding this account, I will consider escalating the matter to the Telecommunications Industry Ombudsman (TIO) and seeking legal advice regarding further action.

I request a prompt written response from management regarding this complaint.

Kind regards,

Sanjeev Ansal

If I could give minus five stars I would. Poor customer service no apology for not following up as promised. No care given by another large business. No care factor

I had a plan for two iPhones and an Optus 4G modem. Before signing up, the store confirmed that there was good coverage at my holiday house in Blairgowrie. However it turned out that there was totally inadequate internet bandwidth and limited phone bandwidth during holiday periods. Both dropped to zero at times. A friend with a Telstra phone… Read more

visited and we did a side by side simultaneous speed test on our phones. She had 655 Mbps and I had 0.51 Mbps! I have this on record with screen shots.

I spent an hour or more on the phone to Optus (with phone dropouts) before convincing them to open a case to investigate the problem. After doing this a couple more times and getting the case escalated I had still heard nothing after a week. I checked the status of the cases on the Optus app and found that the moment they were opened they were closed again and marked "Resolved". I sent a complaint to complaints@optus.com.au and never received a reply.

In summary, Optus provides inadequate internet and phone services, has no interest in improving them and lies to customers about it.

For an extra $30/month I now have an equivalent plan with Telstra for the two phones and a 5G Hotspot 2 device and have had up to 749 Mbps at the same location. Telstra also provides wider coverage of other locations.

Last weekends I was in Middle beach SA doing some Reno , middle beach it’s only a stone away from Adelaide city and the coverage was very very very poor kept dropping the signals it reminded me back in 1996 era when there’s not much signal. I’ve been paying for a very poor coverage for nearly 10 years with Optus and now I might go somewhere else… Read more

providers. Wake Up Optus second largest provider more improvements with your coverage in the remote and 35 minutes from the main city it’s a joke!

It took 55 minutes over chat to change my Optus sim only plan to a different Optus plan. Outrageous! Is this the type of customer service you want to be known for, or have your employees figured out how to waste time and your money. And I don't think I need to write anything about your coverage. Adding, I’ve been with Optus for more than 10 years,… Read more

0 effort in at trying to look after your loyal customers. As soon as another provider comes out with what I need, I’m out!!!!

I have been with optus for about 10 years with 2 mobiles NBN and home phone (because we are dinosaurs). We have been getting a $35 discount per mobile to $20 PM but in May the mobile price triples so I contacted optus to complain. After more than 2 hours yesterday and several online chats with 2 different people using their only contact method. I… Read more

negotiated an ongoing $35 discount and $25 mobile price. 30 minutes after ending the chat I received this months bill on the $20 plan showing they were charging $60 per mobile. Today I spent another 2 hours "chatting" with 2 separate "experts" who struggled to understand or read comments which had been previously entered. When it got too hard for one person they handballed me to another "expert". Finally while writing this I have been told they are continuing my $35 discount something I asked for 2 days and 4 hours of "chat" ago. I wont make the same mistake next year when the contract expires. I will look at prepaid plans so I dont have to talk to "experts" and can move to different providers if required even if it costs more. Unfortunately other providers may have the same hopeless service as Optus and have moved their "service" staff offshore to save a dollar and upset people. Its all about the Dollar.

Just switched from Optus to Aldi Mobile. I was a customer for 20+ years, however their costs kept on rising and their network coverage continued to worsen - and I live in metro-Melbourne, what a joke! Should rebrand to “No, Optus”.

I am not sure how or why other OPTUS customers gave such low review scores, because the mimimum I could give was a 5. Dillon and Ryan did a great jod dealing with a tricky situation with my, and my wife's mobile phones. They were extremely helpful, professional, and very determined to sort out our problem.....which they did. A humorous atmosphere prevailed throughout the process. A huge thank you boys. Show details ·  1