Optus

I have an Optus prepaid which just decided to have no volume for no reason,so I decided to buy a new phone which came with a bonus $39 credit.I purchased a new Optus phone only because I need to keep my same phone number and thought it would be easier. While setting up the new phone it asked if I wanted a new phone number or the old phone number… Read more

from a previous phone, I chose to pick to use my number I have because all my work contacts have this number. After selecting to keep my number,they then ask you to type your number in. I do that and I hey get a message to send them a message, they don't even tell you what message to send,then you are suddenly talking to a bot,who doesn't even know what you or they are taking about.You then get told to contact Optus.3 days later,4 calls, repeating my details 17 times and 3 hours wasted I get told that you can't use your old number from old phone with the new SIM card because it has credit on it. OMG I'm never ever buying a Optus phone again.

NBN change of ownership disaster. I have an NBN internet plan with Optus that I have been trying to put into my ex partners name. My first contact with Optus was on the 23rd of March and over the past week myself and my ex have had to miss work, make multiple calls totalling over 6 hours, message the after hours team for 1 hour,  been told lies… Read more

regarding call backs and a whole load of mixed messages. The first representative told me that they could complete the change of ownership but soemthing went wrong so we were advised to go to an Optus store. The store in our local area told us they couldn't help because they are not a fully fledge store and to call the service team. When I called again I was told that we could change ownership if we agreed to getting fibre to the premises. This request was completely unreasonable as we are twnants, who can not give permission to tear down walls, and because I myself am no longer a tenant, I could not request permission from the owner to make changes to the building. I then requested to speak to a supervisor and was told I would receive a call back right after the current client they were speaking to. They didn't call back which resulted in it being after hours and me having to message the after hours team. They told me that they could not assist me and that I would have to call again the next day. I then requested to make a complaint as this process was dragging on way to long. I was not provided with any means to do so and instead was offered another a call back and a month free on my NBN plan. The next day I did not receive the call back and instead had to call myself. This time I was told I could change the ownership if I downgraded but I would have to wait up to 24hr for the downgrade to process before the change could occur. I requested to talk to a supervisor who sent me an email detailing that if I did not get a call back the next day that I could cancel the service free of charge. This time I did receive a call back but was told that the downgrade was still pending and needed another 24hrs to process. I asked if I could just cancel the service as this ordeal had gone on way to long but was told the plan coul not be cancelled as the service had a pending order. He insisted that he would call again tomorrow to finalise the transfer.

Honestly I am appaled by this so called service. It should not take this much time or effort to change ownership of a plan and Optus representatives should not have such varying protocols or be able to lie as they did about callbacks.

Today Mikayla went above and beyond to help me with my overdue optus account. Not only dis she resolve my issue but she took it next level up and helped me in ways i never could expect. THANK YOU Mikayla from optus focus team for your help!!!! Show details ·  1

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

Very poor service for country and remote areas. Live at Lipson South Australia. Just had another outage this time for 2 days. Only time you here from Optus is when service is back on. Regulary drops out and has done this last 12 months in particular. Why do we pay the same as Melbourne and Sydney customers but get cr#p service????? Show details

As a long term customer of Optus, I found out last week that a staff member created a fraudulent contract in my names to create a sale and despite spending two hours on the chat line last Friday there is no resolution except being gaslit by their call centre overseas, I feel sick. Show details

OPTUS EPPING PLAZA - a HUGE shout out to Joe at the Epping Plaza Optus Store. He helped me with an NBN connection issue, a problem that I had been trying to connect for a week for my parents. I had an issue with an older service at their address, it had become confusing and frustrating. He was able to pinpoint and workout what the problem was, and… Read more ·  1

Joe did all this with kindness, patience & understanding. Full connection took place 90 minutes later. The staff at this store are all pleasant to deal with. If you are choosing OPTUS, then I highly recommend a visit to Epping. Truly grateful. Again, Thank you so much!

I went to optus in mandurah at 15 minutes before closing time and a lovely lady by the name of Sheela patiently helped me my phone even after the shutters were being pulled down by the other staff. Her dedication to my problem was amazing and fixed the issue. Thankyou Sheela. Show reply

I visited the Optus Shop at Level 5, Westfield, Parramatta today 15/02/2026. As I needed to obtain printed copies of my bills/statements. A sincere Thank you to Mal and her Manager for their assistance. Mal was so helpful! Show details ·  1

Not being able to pay off your monthly bill is so hard now knowing you use to beable to do it years ago. And knowing how hard infation has become in the world. Please optus bring back payment qere you can pay off your monthly bill how you can afford it insted all in one fee. Is not affordable anymore ontop of everything else

A case number was raised by Optus instore on Mar 14th for resolving my Optus number share. I was told it take 24-48hrs so by Mar 17th it would be resolved. Today is Mar 20th and still no resolution as I was informed instore this issue is common and would be easily resolved. I’m really appalled by the poor customer centric focus demonstrated by… Read more

Optus along with their poor communication in providing any updates. I definitely would NOT recommend Optus based on my customer experience and shall be charging to another service provider.

Stay away! I would give zero stars if I could. I've had a horrible experience from day one. Esim trouble, overcharged, device payouts, tio involved. Shocking network coverage. You guys should be ashamed. I can't wait until my plan ends so I can't stop giving this "company" more money.

I regret the day I decided to upgrade my phone through Optus. Getting the new Samsung S26 Ultra when my contract ended was easy — but actually using it was another story. Transferring my eSIM somehow took three days. During that time, I heard every excuse imaginable: needing to “verify it was really me,” being told the phone hadn’t been sent… Read more

(while I was literally holding it), and that they needed to contact someone else to help.

It was impressive how many people were involved, and yet nothing seemed to happen. In the end, it felt like no one really knew what they were doing.

If you enjoy being without a phone for several days and listening to creative excuses, Optus might be perfect for you.

Was put on hold for a total of 27 minutes with repeated messages asking me to use the app. Why? All for a query that I had. Really appalling service. This after the recent data breach and the triple zero fiasco!! Where is this company going??!!

I have been trying to contact the 'loyalty team' for 3 days. Why is it so hard. Optus you need to improve your service for your customers. Also if your customer service team have strong accents and unclear pronunciation, they should speak slower. Also, each time I call I am made to go through security checks sometimes more than once. I do not… Read more

understand why I need to do multiple security screening before they put you through to someone who can help you. It is like as if they want to make it impossible to get through. In my situation I want to sign up on a more expensive plan, so the delays they are causing, means they are losing income. If it continues much longer I will leave Optus altogether.

1 star is too high for Optus. Tried to order 5G home internet and took 3 hours and in the end got told "if your permanent visa is not 36 months valid then you can't order home internet". What the heck? Never in my life ordering internet and got asked for Driver Licence + passport + medicare + visa. What a joke! I just gave up and went back to Aussie Broadband. Shame on you Optus.

I’ve been extremely disappointed with Optus 5G Broadband. The service has been incredibly unreliable. The internet keeps disconnecting and I’ve had to reset the modem almost every week just to get it working again. It’s frustrating to wake up in the morning to find there’s no internet, especially when you rely on it for work, school, and… Read more

streaming. There are constant signal disruptions and dropouts, even during normal usage. This isn’t just occasional instability — it’s been an ongoing issue. I even raised a case with an “expert” for support, but there have been no meaningful updates or resolution. The lack of follow-up and communication has been just as disappointing as the service itself. For a 5G service, I expected fast and reliable connectivity. Unfortunately, this has been far from that. I wouldn’t recommend it based on my experience.

4 months ago i changed my plan from post paid to pre paid, after that i started receiving unexpected charges of $65, i tried to solve it and they said if i pay $15 everything would be all good. Now after 4 months they are charging me $50. For the remaining amount that at first i should not be paying for, customer service is not helping. I am just over to deal with optus

We changed to Optus from Vodafone because the latter was becoming rather slow and unreliable with regular internet dropouts and a frequent inability for my wife and I to call each other when in the Adelaide CBD (where we work). When working at home, we use our mobile hotspot rather than a home internet connection as we were paying so much extra… Read more

for something that our mobile should be able to handle - not streaming 4k or online gaming, only working at home downloading and uploading small files from a server at most. We went to the Optus store in the Unley Shopping Centre and were told that they had received similar feedback about Vodafone and that we would have no issues with Optus. I have no doubt that the sales lady was lying through her teeth and new how Optus is absolute garbage (surely she is on their ridiculous network too as an employee "perk"). Internet speed? Mostly incredibly slow, despite whatever one of those download tester websites say, real world use is garbage. It gets even worse at about 4pm when all of the school kids get home and start streaming - when I work at home, my work day is practically over then because my computer locks up when working over our remote server. Reliability? Optus recently sent an SMS saying they will be undertaking upgrades and that there may be some outages. I haven't seen any difference. It was cr#p before and it's cr#p now. Both my wife and I get outages on a weekly basis (often multiple times per week when the internet drops out completely for 30+ mins). The funny thing is it does not happen at the same time for us, so rather than an actual hardware outage, I'm sure their bandwidth is just overloaded and randomly kicks out users. The only positive I can say is that my wife and I can call each other in the CBD most of the time. However, if like almost everyone, you rely on your mobile for some form of internet connection, don't bother with this company.

Why does optus offer prizes for random free entry to random places when all customers really want are reasonably priced prepaid deals ? If you live in regional regions this is a joke...@

Why why did I change networks from telstra to optus because of cheaper plans.. cannot use data from poor reception anywhere in Campbelltown .. will change back to telstra and pay the extra money Show details

Giving a one star because I can't give 0 - my husband and I have spent days trying to contact Optus to sort out our bill and unable to get any sense from anyone - They said they would transfer us to their Loyalty team and waited hours on the phone - only for someone to say - they were busy and would ring us the next day - waited the next day and… Read more

no phone call - rang again today - and still waiting - once our contract is finalised, we will be going back to Telstra no matter what the cost.

On being incorrectly charged for data roaming whilst overseas, Optus will not allow a customer easy access to an individual to question the issue, over 30 minute wait on a chat system...just not good enough...!! Show details