Optus

Visited Pac Fair Optus Store this Morning The Service girl we had was very very helpful Great jknowledge and solved all our problems So thankyou so much to this Custimer Service girl Best experience we have ever had with Ootus Please employ more like her Optus She has stopped me from going over to Telstra Well Done Show reply

AGAIN THIS SHOILD BE ZERO - 783 calls in 5 months with zero results (Yeah do the math on that , average was 4 hours a day on hold ) . . . 57 calls alone today just to cancel all buisness with optus. The police and ombudsman had to intervene for this action to be taken. After 33 years as a customer , the Golden hand shake was to be black listed… Read more

by the operator for any and all other telecommunications products in Australia.

Im ashamed to have served in the military for some 2 decades to protect entitled , scamming , money hungry bureaucrats like optus.

Australia is officially a toxic communist state.

Poor customer services and misleading I chat online from their app and ask them what I want a need what services and handset I need , the representative check and said they have it , after spend fans wasting an hour and 45 minutes and after filling all forms and credit checked etc , he said we don’t have that device and service available till nest 3 to 4 weeks . Such a waste of time and poor current services They mislead me

Optus Is an Absolute Disgrace I called 000 during a life-threatening emergency, and the call cut out after just 1 minute and 30 seconds. My family member almost died because of this failure. I gave Optus every single piece of evidence they asked… Read more

for, and they still brushed it off as an “error.” Since then, I’ve received the same copy-and-paste emails from their so-called “Specialist Care Team,” pretending to investigate but doing absolutely nothing.

No accountability. No answers. No care. For a company responsible for something this serious, their response has been beyond pathetic. I’ve taken it to the telecommunications Industry Ombudsman, because Optus clearly couldn’t care less about people’s lives.

Been customer for 2 years plus have multiple services and spend over 5k a year with them even their service is own of the worse in Australia customer service lack training alot of times they can't even answer basic questions ... But most pissed now… Read more

when. I need them most they give me their borucrary answers lack of willingness to help me and or stand by their customer ...Optus goes from worse to worse ..and really really disappointed with their so called experts handling my case ...neither to say over next couple months will move services else where enough is enough .

Terrible inefficient unhelpful – Terrible. Trying to get NBN connected and keep getting transferred from one person to the next with everyone of these so called tech experts having to review my notes in the Optus app and then asking the same questions all over again after they… Read more

state they have reviewed my case. If it gets too difficult I'm transferred to another expert. I've been waiting a month with no answer in site.

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

Optus has been one of the most disappointing telecommunications providers I have ever dealt with\. The mobile network issues I am experiencing remain unresolved, and despite raising a complaint and following up repeatedly, there has been little to no meaningful action\. What makes the situation even worse is the customer service\. Instead of… Read more

taking the complaint seriously, understanding the impact on customers, and providing a proper solution, I feel like my concerns are simply being ignored\. Customers should not have to keep chasing a company just to get a basic network issue investigated and resolved\.

Honestly, it feels like Optus has become too comfortable because customers have limited alternatives in some areas\. When competition is limited, customers end up paying for a service they cannot reliably use while receiving poor support when something goes wrong\.

**Optus needs to take customer complaints seriously, improve its network reliability, and hold its customer service teams accountable\.** Customers deserve reliable mobile coverage, professional support, clear communication, and timely resolutions — not excuses and endless waiting\.

More competition in the Australian telecommunications market is desperately needed\. No company should take its customers for granted\.

Based on my personal experience, I would strongly urge anyone considering Optus to carefully research its network coverage and customer service before signing up\. Very disappointing experience, and Optus needs to do much better\.

Messaged Optus to see if I could get a better plan since my 12 month offer had expired. The agent I chatted with to told me there was nothing they could do and that I was on the best they could offer, went online and discovered that there was another identical plan to mine that was cheaper and on a special offer. Did it myself online and got the… Read more

better deal.

Talk about looking after your customer. Can it get any worse? They are not interested in helping customers at all. So wrong in so many ways. Totally rethinking my approach to staying with them. They seem to have lost basic decency when it comes to customer care.

While trying to transfer 2 numbers to Optus recently the thing that was most disappointing was the sales process that is so deliberately protacted to manipulate consumers and consequently wastes an unacceptable amount of their time. I'm sure that the individual assistant did everything they could to help but the process they are made to follow is diabolical.

Try to sign up to an esim, happily takes all the details. Comes to taking the money, definitely no issues. Then once the money has been taken, 'error please try again', no purchase order or confirmation from Optus. Spoke to customer service, they can't tell me anything other than 'speak to your bank'. They have no issues taking money but can't… Read more

create an order to fulfil their agreement. Just a blatant scam from this company now. If you don't call to follow up or cancel with your bank, they just take your money.

I pre-ordered the iPhone 18 Pro Max with Optus and I've been waiting ages for it. No stock, no clear updates. Fine, stock issues happen, I was willing to be patient. But I also added AirPods Pro 3 as a separate add-on. Not a bundle. An add-on. The store actually has AirPods Pro 3 in stock, yet Optus refuses to give them to me because the phone… Read more

hasn't arrived. One agent even told me it was a bundle, which it isn't. So I'm stuck waiting for something I could literally walk out with today.

It makes no sense. I'm paying for a product that's sitting right there on the shelf and they won't hand it over because of their own stock problem with a completely different item. Every time I contact customer service I get a different answer and zero accountability.

Honestly the pre-order process is a mess and the customer service is shocking. If you're thinking of pre-ordering through Optus, don't. Go straight to Apple or anywhere else. Really disappointing.

Very disappointing experience with Optus. I’ve been with Optus for a long time, but unfortunately my experience has become increasingly frustrating. The mobile internet has been extremely unreliable lately, despite paying a significant amount every month for my service. On top of that, I discovered that I have been paying $10 per month for 36… Read more

months ($360 total) for “accessory repayments.” At the time I purchased/upgraded my iPhone, my understanding was that the accessories were included/free as part of the offer. I would never have knowingly agreed to pay $360 for them.

What makes this even more frustrating is that I have raised this issue multiple times through the Optus app and asked for help, but it has never been properly resolved. I just keep getting passed around, while the charges continue.

After reviewing my original contract, it doesn’t even provide an itemised breakdown explaining which accessories make up the $360 or their individual prices.

I have now had to lodge a formal complaint just to try to get a clear explanation and resolution.

For a long-term customer, the lack of support and transparency has been incredibly disappointing. I simply want someone to properly investigate the issue, explain what I have been paying for, and resolve it instead of making me contact Optus over and over again.

I’ve been trying to cancel my NBN service, but the process has been absolutely frustrating. The store told me to call, the phone process took forever, and the online chat was just as useless—then I was charged for another month. Why do you need a reason to cancel a service when a customer simply doesn’t want to use it anymore? just a stupidity

Sold a new phone system for my small business with the promise of better service. Full products not proved. Small Business Centre then closed down. Had to get TIO to follow up. Still waiting. DO NOT USE OR TRUST OPTUS! Show details

We have just had a terrible experience with Optus. A call to Optus with an apparently simple request to upgrade our modem to a newer version resulted in literally hours of waiting, confusion and frustration. I can honestly say it has been the worst customer experience I can ever recall. Endless Optus bureaucratic hurdles combined with untrained… Read more

and hard to understand customer service agents. After several hours wasted, over several days, we finally found an Optus staffer who was able to sort out the mess. Advice to would-be customers: look elsewhere !

Optus confirmed my service was active at 7 PM, and it worked for about 1 hour before getting stuck on "SOS Only" on August 26. I got a case number, but I am stuck in an endless loop. They repeatedly ask me to restart my device, reset settings, and visit the Optus store, where multiple physical SIM and eSIM activations all failed. They do keep… Read more

contacting me to follow up on this issue, but only to request the same failed troubleshooting steps. No further solution has been provided.

I paid $199 for a prepaid plan with zero functional service. I've been patient and have followed the instructions provided by Optus at every stage. However, after almost a week without service and multiple unsuccessful attempts to resolve the issue, I believe it is reasonable to expect a clear explanation and an appropriate resolution.

Before lodging the complaint with the TIO, I called them again asking to speak with the case manager for an update. I was told the case manager would not contact me until September 3 which will be the 9th day since this issue began. Since I haven't received any proper solution, a formal complaint has been lodged with the TIO.

Were putting your monthly acc up, but you'll still get your $4 discount. Click on menu for update, PREVIEW UNAVAILABLE. No where is it mentioned how much. These people definitely trained in a call centre in the middle of Delhi working for "the Microsoft". Get real, non transparency equals POS. Show details

The service is decent, but my recent experience with them has been comically bad. Incorrect advice given by staff, (proven) wrong information issued, accidentally deleted orders..... absolutely maddening, I've been on the phone with them for hours at a time. This company will be dead & buried if they don't unify their service departments.

Quite possibly the worse telco in Australia by far. Have been trying to cancel an unused account for weeks, getting the runaround. Reported today to the TIO, only option left for me to do. Optus really need to move out of the customer service industry, as you are in the words of an Aussie, "Bloody awful' Show details

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.