Optus Broadband ADSL

No Warning Of Cutoff – No warning of a service cutoff to both phones and internet, of which happened over the weekend, our busiest period. Crippled the communications to our business and customer support helped to an extent but could not reverse the cutoff until the new cycle started, a whole 3 days later. Telstra will be getting more business Show details

Awful. Regular connection drop outs in a relatively (<5 y.o.) building – Frequently experienced dropouts with this service. Thought is was router aging so bought a new router and nope! Service still drops out (drops internet connection to router before even getting a wifi signal). The inconsistency of service does my head in. Finally had enough after buying a new wifi router which hasn't fixed the internet supply… Read more

issue. No more optus for me or my family EVER again.

My personal experience leads me to say.... Stay away from Optus!

OK internet but bad customer service – Mostly the broadband worked OK. But when issues arose, I found the company very difficult to deal with. Often the representatives' English wasn't good enough to understand my queries. I would end up getting passed along to different departments without my question being understood or resolved. This happened on several occasions both by phone and online chat. Eventually I left. Show details

Best Provider I had to far – We switched to Optus from telstra which is much cheaper and we never have any problems in our area, the only improvement could be when you call them they should take your number and call back as it can take to long but most provider are the same. Connection is pretty good Show details

lightning fast – omg everyone you really should get optus it’s so fast. and very nice workers keep up the great work optus my mum used to be with iiNet but I complained that it was slow then my mum moved to optus and now it’s working fast! Show details

As good as any other – Our connection seems OK for most the day but in late afternoon it starts to lag a bit. If you play games on PlayStation that require real time interaction, it is not always very reliable and lags. I also use VOIP to call the UK and that is really bad. The connection often drops out or the receiver cannot hear what I'm saying. I'm not very happy with that at all.  Show details

Awful – Been with them for over a decade and can confirm the speeds are nowhere near as promised despite claiming to provide the best NBN speeds and 24/7 customer support. Customer support is whatever. It takes a few attempts to resolve an issue and if you're using online chat go make yourself a cup of tea because It feels like the representative you're… Read more

talking to is dealing with multiple customers at the same time. The modem is also an overpriced piece of junk. If you're going to pay 200+ you may as well BYO modem/router Anyway since you're smart enough to come here and do some research then please keep looking for a better ISP.

Don't waste your time – signed up to have ADSL on 24th June 2020 Metropolitan Melbourne, First of all Modem and Fetch delivered to wrong address. Then spent over 1 hour trying to sort out correct address (Apprently courier can't read English). Finally have modem delivered no fetch box 2nd time. Installation booked for 3rd July 8 am -12pm no one turns up re booked on 4… Read more

th july for 9th July 8am -12 pm no one turns up , 2 Hour's of grief from Optus re everything blaming Star trek and Telstra.Then 10th July Technician turns up as in leaving for work and stated he was too busy on 9th July. And I should of been informed about 10th. Then Telstra ring at 11.20 am and inform me that Optus booked urgent installation on 10th July can someone be home between 1 pm and 5pm. Its now 8th August still no internet as Apprently its been cancelled and Optus decided to bill me from 9th July 2020 for a service not provided. Telecommunications ombudsmen involved now as 7 long weeks have passed and and still no internet or Fetch TV and Apprently I have to pay for lack of sorry NO SERVICE.

Terrible connection, absolutely awful customer service! – The connection is really bad, slow & frequently stops working altogether. We constantly have to hotspot off of our phones. I have called Optus, who say they will run some tests (nothing happens), and send a technician (who doesn't come), and get a call back from a case manager (doesn't happen). This cycle is repeated multiple times, until you… Read more

feel like screaming down the phone that they need to send a technician to knock on your door to prove they came.

Absolutely horrendous service, and worse customer service. DO NOT GET OPTUS INTERNET!!!

“We have no one who can help you today” – After a morning spent going through the usual checks of why my internet wouldn’t be working (hardware, resetting modem, speed tests etc). I called Optus as I had exhausted all other avenues. Naturally I was transferred between departments until I reached the tech team, who advised me there is no one working who can help me with my problem until… Read more

Monday. This is for a home internet service... which I need to work. How can no one in residential customer service possibly not be working?!

So now I lose a lot of money this weekend not being able to work my business as well as getting to pay Optus for the service that is preventing me from working.

Unhappy is an understatement.

Beware Beware Beware – I've recently closed my ADSL broadband account with Optus and good riddance. However there was a sting in the tail - I returned the set top box (Fetch TV) in the return package supplied, within the timeframe, and they invoiced me $200. They have been consistently difficult to contact over the years and trying to resolve this issue is no different… Read more

- extremely time consuming and highly frustrating. Expect to spend a long time connecting with a webchat assistant only to be told you need to phone, and when you phone you're in call centre hell. I have provided evidence from the post office that the item was both sent, received and signed for. Apparently now I have to wait for the Warehouse to investigate. Optus Yes? No, No, No! Never again!! Ombudsman, here I come.

Often slow and dropping out – Couldn't wait for my two year contract to be up because the delivery was very often slow or not working at all. They sent a tech out to check my settings and he said "you didn't hear this from me but they have sold way too many connections for the hardware they have at local distribution". Show details

Just spent an hour waiting on the line ... Rubbish – Im sitting on the phone for last hour, while they "Put me through" to the "Retention Team" I want to talk about going to NBN from ADSL 2, and them keeping me as a customer, but can't even speak to someone..... WTH Show details

Nowhere near as good as they use to be – I had to work from home, so organised a new connection. Well that has not gone well, now I have no connections at home or work. Been hotspotting for over a week now, and it's costing more than expected. Optus hasn't bothered with compensation at all. Now no network bars!! Show details

Poor customer service – I have been with optus for over 20 years and my internet for the past 3 years not nbn. I have been experiencing poor internet since last February 2019 and made numerous calls to assist, they sent out a few technicians to inspect the lines on the property as well as did a line check from optus end. The internet was going good after this for about a… Read more

few weeks and then the internet was running poor I had contacted optus numerous time to get help and they couldn’t help me and said I have to go to NBN for the service to improve. I also contacted TIO for assistance which now optus is negotiating but optus has become very disappointing and the service is horrible they don’t have loyalty for their customers. They offered to waive 1 months premium for an internet service which didn’t work properly since February but they were happy to take my money month after month.

Unreliable and horrible customer service – Have had consistent mini outages over the past two months, now the outage has prolonged for over a week now. Initially followed all the guides on restarting my modem, which worked for a week, but took over 72 hours of trying to do so. I resorted to using a 4G prepaid modem to which have spent $150 in credit. Contacted customer service by their… Read more

stupid messaging app- very unhelpful. They wanted a $150 call out fee for a technician. Lodged a complaint with TIO (took 5 mins) and received a call from Optus the next day. It is now going to take another week before the technician resolves the issue. Mind made up- switching providers, asking for my $150 to be reimbursed and refuse to pay a cent for a service I am not receiving or disconnection fee.

One star rating is too high - no way to contact customer service – Internet has been down for 3 days. Optus webchat is completely shut down. My Optus mobile app can not access my account and tells to go to webchat - which is down. I have spent 2 hours on the phone to Optus, once to be told call back when the corona virus is over and another time was hung up automatically after 90 mins. Show details

Extremely poor service – Website states open till 8PM, but try ring after 6.45PM, but after doing alll the prompt etc... call gets cancelled..... Poor service optus, thank god I'm cancelling. BYE BYE BYE Show details

Never again – Terrible connection, dropouts occur everyday, difficult to contact them, rude staff. I can't say any positive things about this company... I was with Optus for nearly 20 years finally I'm moving on. Show details

A one star rating is too high.....Optus Service Outage...or Outrage! – Mid February 2020 I reported to Optus no internet of phone - I was informed that there was an outage and that it would be rectified at 1900 on Monday 9 March....this did not happen although I did receive a bill from Optus for the service! I contacted Optus on 10 March to be informed that the outage would be rectified at 1900 on Monday 30 March. I… Read more

was also informed that I would have to contact Billing regarding the bill I received. Surely Optus has had much experience in outages and they have a process in place that when there is an outage that Billing is notified...obviously not as people will continue to pay even when they do not have service. It was informed that the best option would be for me to move to the NBN....I question if "outages" are a way to move customers who are still on ADSL to the NBN....just saying!! The Customer NO Service (I have spoken to 8 people) I received was appalling....they do not listen but follow the spiel they are given....and they are also happy to hang up on you after putting you on hold and then coming back saying "if you do not respond I will terminate the call"! I was also informed that they had attempted to contact me...when I asked when this was I was informed that they called me on the 31st of February...when I said that February didn't have 31 days they corrected it to the last day of February the 28th....again I corrected them and stated that this year the last day of February was the 29th....so should I believe any contact had been attempted. Come on OPTUS remember you are a service provider and we are your customers....provide the service that you happily take our money for. Maybe it is time for the Telecommunications Ombudsman to investigate the supposed "outages" that keep getting extended by the telecommunications companies.

The worst 2 years of my life – Being stuck in a contract with Optus was dreadful, the kill fee was a lot so my family decided to keep it. The internet was so slow I had no internet to do any uni work, could barely load up a social media photo and when I finally was fed up I rang them up complaining. They blamed the horrible wifi on my family that there were too many devices… Read more

connected and that is what makes it slow - which shouldn't matter for unlimited data plus there was only 4 devices connected. When I called them up and demanded to cancel for the horrible service and internet they told me I had to get an electrician out here to check it out. Turns out it was the line that was damaged and all this time they were blaming me and my multiple devices usages. The electrician said he couldn't fix it, either way, the internet will be slow due to the line. It made me frustrated that nothing could be done. They gave me one month free to compensate for my experience, halfway through the month it stopped working and went back to being the worst internet I've experienced in my life. If you are looking into a new provider I recommend AussieBB.

Optus has the worst service ever – Optus has the worst service ever. As a business in Sydney CBD Optus paying the bills on time, we has been cut off all the internet and telephone from Mid Nov 2019 until now the mid Feb 2020. Show details

Terrible Customer Service – Good luck getting anyone to actually help you if something goes wrong with your service. They did everything possible to avoid sending a technician out for a broadband service that was dodgy for months. They are also condescending and treat their customers with contempt. Thankfully, my contract is over with them and I've moved to a different broadband that has already provided much better customer service. Avoid Optus at all costs. Show details

Two weeks without Internet. Optus support is clueless and helpless – It has been Four weeks since I have moved another place. Porter recommended Belong at the first time, so I ordered, surely they did not make it in time, as I expected, so spent first two weeks uselessly. Then I cancelled of that and have contracted Optus just because I have used mobile plan of them. They gave me 13 days of waiting for activation… Read more

and installation of new copper line to my premises, with wholesaler, must be Telstra. After 13days the tech was supposed to visit me in morning time, nobody showed up again, 1pm contacted support center, the tech was dispatched to my premises but he needed to visit exchange firstly to establish the system, however he can visit me and activation would be done before the end of the day. At 5pm, nobody, contacted again, another person said please allow them more time because technician will visit soon, but soon after they said your service has been activated and ready to go, instead of tech visiting. So I connected all modem things, did not work of course. I complained that my service still had a problem and why the technician does not come yet, surprisingly they said in case of ADSL there was no need to visit techs. I kept ask, Q1. What about the tech dispatching in morning time? Q2. How they could track the tech's process? Q3. How they surely guarantee that the activation would be done by that day? Q4. Why did not you tell me that ADSL does not need tech assist? and what about 13days of my downtime? if it was no needed tech support, why should I had to wait this long time? Answer : Sorry, call *** ***, to my support team. Right information may not shared with me.. My conclusion is that they just told lies to customer all the time, to avoid customer's complain without any considerable checking. This is absolutely poor service from Optus and I would like to discontinue with the Optus services and switch to a better service provider. Don't ever reply below this comment like 'Sorry! please give us a call on ***, we can always help you!'

This company is a joke – I have tried for 14 days have access to internet at home. First a modem arrived and it was supposed to be activated remotely. I called the company because it was not then they assure that would be activate in 24 hours. 2 hours later I received a message on my phone saying my order was cancelled. I called them again, they said they do not know what… Read more

happened but I had to finalize a new order. After 4 hours in the phone I did what needed to be done. 48 hours I called them again and no order was processed in my name, no modem was coming. I spend more 4 hours and now they said I should do the process again. Even the company team suggested me to find a new company. No respect at all. I would not recommend this company even to my enemies.

terrible service – This service is ridiculous your life will be easier if you DO NOT go with this provider. I had no internet over Christmas because there modem was faulty and this was the 3rd faulty modem!! Show details

Not Stable, Low Speeds – The connection is totally unreliable. Slow downs and dropouts are continual. They have arranged a technician, but I believe they have no interest in providing decent service. I do not recommend Optus Show details

The worst – The worst provider by far nothing but technical issues drop outs and worst customer service :( never again total boycott. Since day one the service was never a solid connection, struggled weekly to keep devices connected just Netflix was unbearable Show details

Customer service getting worse – Home internet stopped earlier in the month, fixed after 3 days, in the meantime, draining mobile data like crazy, and getting charged for extra usage, (which I may get refunded for AFTER I get the bill of course) huge inconvenience since as you all know the entire house is almost wifi/internet driven. No tv, no computer for work, school or general… Read more

transactions, most modern businesses utilize. Security cameras down, printer down, and the credit I received was $13.

And again the internet is down, oh but now speaking to someone on the phone is almost impossible. Contact optus is now through community blogs, or speak to a live CHAT, which by the way requires the internet. It appears optus are cost cutting by removing offshore tech support call centers and replacing them with offshore work from home freelancers. Or pointing customers to a community help section in the hope you'll find the answer sifting through scrolls and scrolls of rubbish, or maybe eventually just giving up.

To get things resolved takes so much energy and time, I should be billing optus. I will try again tomorrow, I expect approximately 2 hours of wasted time and another $10 of extra phone data used.