Worst Online and Customer Service Ever
Website doesn’t work at all. Online services don’t work at all. You can’t pay online payment. I wasted 3-4 hours each month to pay monthly bill. Customer service sucks as well. Waste of time.
No internet nor home phone for 10 weeks - try to contact Optus every week - no one replies
Optus mistakenly disconnected phone and internet. No internet for 10 weeks! Our email address will probably never work again. Home phone number is lost forever? All contact with Optus failed.
Could be better!
Generally more reliable than other ISPs like Telstra. The speeds are alright but could be better - sometimes day during the late-arvos to mid-night period. Customer service could be better - they have a knack for being rude.
The reviewer stated that an incentive was offered for this review
- Verified customer
Internet never works, customer service is terrible
The internet drops out randomly everyday. Customer service is horrible, they just take up all your time. They are not sympathetic or friendly and just want all your money. Not recommended, go with another provider.
Optus claim their service is acceptable, I disagree.
My internet at its highest speed was 2.3mps but it was consistently around 1mps. At its highest Optus just said that this was an acceptable speed and disregarded that majority of the time was performing well under. I can’t stream tv or Netflix without it stopping to buffer every minute. I called the company many times and was told that there was an issue with the line and they would lodge an inquiry, only later to be told that there wasn’t a problem and this was the most I can expect from optus adsl and any higher would be the nbn speed. I’ll be getting nbn with another company.
Never go with Optus, never ever!!!
I wish I could give a negative rating as I am extremely disappointed with Optus. Connected with them since I have my own home and internet connection has never been stable. Constantly drop off and now I ven have no connection. Hopped on to livechat and the customer service keeps telling me it is an issue with couple of gaming websites. Then I said to them I am browsing any gaming website and I just cannot load a page of any website. Then he started saying its a regional issue and the thing is they Have no idea of how long this is gonna last!!! So basically I have to pay my bills on time for a service I cannot use. Optus shame on you!!!!
Cancelation of adsl .
I had called to optus to cancel my adsl plan and to do this small things they put me in hold for more than 30 min. You just need to take day off for this ?. Such a poor costumer service i have ever faced. Never gonna be with this optus again and nevwr gonna recommend anyone to use this.
Customer service is terrible
I have wasted so much time tryin to communicate with their customer service, to suspend service from a specific date. I was on a chat to several representative each time, every time being told something else, and being transferred constantly. Eventually I was disconnected on spot, and not from the required date! I lost work time and there was no apology.
Don't followup on what they promise
Had streaming issues for several months. Promised powerline adaptors twice now. Never delivered. Latest was delivery within 48 hours by Toll. Never happened. will be moving all my services to another provider.
Amazing to new customers and then you become worthless
I've been an Optus ADSL customer since February 2017. I switched to Optus because of their customer support which at the time was brilliant. The onboarding process was smooth and I was setup in no time with great support and communication. I will detail my issue below but have to say that in every instance the wait times for both Livechat and call support are absolutely appalling. On average 40 minutes before being able to speak to someone. I started experiencing speeds below 1Mbps on Thu 14/3/19 (after storms in the area). I reached out to Op...tus via Livechat on Mon 18/3/19. I was told that the lines were fine and that my modem was affected by the storm and a replacement would be sent to me within 2-3 business days. By Friday 22/3/19 I still had not received the replacement modem or had any updates. I called that night and eventually spoke to someone who told me there was an error and the modem wasn’t actually ordered. They placed the order and told me it would arrive again in 2-3 business days. By evening of Wed 27/3/19 the modem still hadn’t arrived. I called and was told that the modem had left the warehouse and was out for delivery. I decided to contact them again through Livechat the next day on Thu 28/3/19 when the modem still hadn’t arrived. I was then given the name of the courier company delivering my modem. I contacted the courier company who told me they had the modem but couldn’t explain why it hadn’t been delivered yet. I asked if they could change the delivery address of the modem as I was going to be out of the country and was told they could only deliver to specified locations and not change delivery address to a specific one of my choosing. The modem was delivered on Tue 2/4/19. When I plugged in the new modem the connection speed was exactly the same sub 1Mbps. I called on Mon 8/4/19 and a technician visit was then scheduled. I was told the technician would be there by 9/4/19. No one came or contacted me on 9/4/19 or 10/4/19. I received a text message on 11/4/19 saying the technician was delayed until 15/4. That’s one month without internet. On Monday 15/4/19 a technician completed their work outside of my property and the issue was finally resolved. I lodged a complaint with Optus on their website contact us form on Fri 12/4 explaining the past month of issues and how I expect a refund/credit for the month of zero service. It says my complaint would be acknowledged within 48 hours. It is now Thu 18/4/19 and I have not heard a thing from them. Shameful customer experience.
Direct Debit Debacle
Lost my credit card used for Direct Debit with Optus Broadband and phone. Trying to change card number took 3 days. Still have no My Account. Too difficult for Techs to comprehend . Looking at NBN.
Won’t be Optus after many years
Terrible service of internet and staff team
Been with Optus for a while. I find my Internet was cut and spoke to the team they said I hadn’t paid my bill 2 days before. I checked my records and I have paid every mo th without skipping one payment. They didn’t even contact me just cut the internet. It was always slow and I paid $100 a month for only two people using it. Not worth it and terrible service
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!
The reviewer stated that an incentive was offered for this review
No free view ABC
In my contract it said ABCiview was free and it would not use my data. Then the next day I was charged $10 per extra gig which was almost $100 for a few hours. This should of been free. I don’t have time to call up with small kids and a baby.
Absurd customer service
We've waited 40 days for ADSL service installation which is yet to be completed. The Customer Service team was absolutely useless and kept making false promises that the service will be ready in 24-48 hours which is not the case. It is also extremely difficult to talk to a representative without having to wait 45 min on the phone. Avoid them at all cost
Optus censored parts of the internet
This trashy network blocked websites from users. They don't offer access to internet but to a restricted version of internet that is approved by them. This is fraud. Customers are meant to receive access to the whole internet not just what Optus approves of.
The worst service ever!!
Terrible customer service, was a customer for 4 years and then moved house... Optus cannot cope with a house move. I’ve been though 3 weeks of calls and online chat, been made constant promises that someone is looking after me and no one ever gets back to you. NEVER USE THEM!
Worst customer service! Hard to talk to the right person!
Extremely hard to find customer service. 5 People cannot solve my issue and ask me to find the next one. Waste about 1 hour to make the call and didn't solve the problem. And staff in the store told me I'm eligible for $10 discount and ask me to call customer service but they told me they cannot apply the discount. 1 star is the highest score I can give.
Running a business? Don't rely on optus!
Running a business, don't rely on optus! Internet drops in and out. Constantly re-starting modem, not good in front of patients as internet is required for their payments. Optus have been unable to fix for past few months. Phone line dropped out yesterday, told over the phone due to "too much voltage" and technician to be sent out today. 4 hour window given and no technician has shown up.
The worst customer service in existance
Internet/fetch tv package constantly breaking, dropping out. Customer service and technical support team and practically useless and the non-existent care factor goes all the way to the executive level. If it was happening to someone else it would be a joke. Now I have sub par internet service with zero support and no compensation.
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