Terrible, cuts out often and has major lag spikes, customer service is terrible
Multiple times a month we will have hours, sometimes days where there is no internet, no matter what we try to do, and asking friends who live in the area who also have Optus they have the same issues at the same time. Customer service is terrible. Old router had issues so we got a replacement, when they sent it it only had one of the components so it did not work. Every 2-5 minutes there will be a high lag spike while playing an online game where the ping will sometimes reach 1000, this lasts for about 10-30 seconds. Very disappointing, would never recommend.
It’s a joke, so much for 2020 technology. Always dropping out and when it does work very slow. I can’t wait to get off Optus. Have been looking at Aussie broadband.
Download speeds are fine - surprisingly fast, actually. But uploads regularly drop out. On a nominal 2Mbps upload, I regularly see below 0.5Mbps, which is unusable. As a result, uploads of any size are impossible, and page requests regularly time out as well. The web portal has been broken for years and the whole experience is unpleasant.
Biggest pile of crap
Can not maintain consistent internet or even internet at all. Product doesn’t match marketing and fails on customer service at every level. Now they are blaming Covid 19 for the poor delivery even though they have been useless for years.
- Verified customer
Have been trying for a long time to migrate my optus cable service over to optus NBN. So so many problems.
Optus have the worst customer service. Either hard to understand (it sounds like it is outsourced overseas - give the job to an Aussie guys) or the customer service has no idea and eventually hangs up on you.
This evening i tried to get this task sorted, so i had an online operater through online chat session, while also you separate calls on different mobiles. That is - i had 3 optus customer service at the exact same time. ALL three...
I experience dropouts 10+ times per day and they don't give a damn about helping their customers. Don't bother with Optus they have NO idea what they're doing and don't care about the user experience.
They put in the contact law without asking permission or any sign paper. Then send a bill of termination early (400$ ) while cable will be discontinued in the area where ABN take over. Customer service is rude by cutting off the phone line in the middle of conversation.
The reviewer stated that an incentive was offered for this review
Optus harasses weaker families
I would like to bring this to all your attention and if anyone knows any government body where I can raise this, please let me know.
Lately I enquired with Optus regarding connecting NBN to my place. They took all my details and they said that a technician will visit us. They sent an email and SMS as well for date and time of appointment. I agreed to this appointment. However, after waiting for whole day, no one turned up. I had to make alternative arrangement to place my 11 months old child elsewhere because I was afraid that Optus technician...will work inside the house and disturb her having nap. I called optus to tell that no one came up. They said that we can only take message and case manager will call me within 24 hours. I waited for 24 hours and did not get any call back. Instead after one more day, I got the NBN bill. Optus has started billing me for using NBN. I do NOT have NBN box at my place. How could I be billed for NBN internet usage? I called again and was told same thing that the case manager will get to me within 24 hours. After being billed wrongly for use of NBN , when I EVEN DO NOT have NBN box at my premises, I called optus 5 times and was always given same response that my case manager will get back to me. Please let me know if anyone knows where I can complain about this type of telco giant. I got billed for something I do not have and neither have I used it. Also please take care when enquiring about NBN or any other product with optus. They harass and bill you even if you do not buy their product.
Abhorrent service provider
From start to finish Optus was an terrible choice of service provider. From internet that tanked during peak hours, to charging late fees on bills that weren't received until after the due date AND charging for a now cancelled service.
Optus will do everything they can to deliver the bare minimum while charging a premium. If you choose them for any service then be prepared for terrible customer service, a terrible product, and no transparency when it comes to increasing fees and price gouging.
There are plenty of better service providers to choose from - please don't give this company your money.
- Verified customer
OPTUS want me to pay for a cancelled service. Amazing.
Hounding me for service I cancelled months ago. I have now wasted many hours and they just do not understand the word cancelled....they want money for a service I cancelled.
Great customer service, staff always do their absolute best to satisfy customers and their enquires. I have been a well known Optus customer and Im happy with their provision highly recommend Optus
Cancelled 6 months ago, but still get charged for disconnected phone service!!!
Optus sent me mail in May 2019 telling me that the cable service will be not available in my area because they will force us to switch to NBN.
However, the cheapest NBN service at that time was $90 per month. If I stay with Optus, I have to pay $20-$30 more every month for the same speed!!!
So I chatted to Optus at least 3 times, telling them that Optus failed to provide the same cable service to me, it is not my breaking the contract. But the online chat service team refused to cancel it for free. Every time, the chat costed me around 1-2 hours.
Finally, I have to call their service phone, the guy asked manager approval and finally cancelled it for free.
But that was not the END!
Worse customer service and slow internet
Super slow internet, and every time you call the customer service, you wait for 30mins to 1 hr on hold! They cant help you with anything, it is super irritating. Also the internet is super slow so nothing is good about it!!
The Worst Internet provider.
Probably my biggest mistake over the years was joining optus. Their customer service is terrible, and at times difficult to understand, and if there is maintenance / Downages, You just don't know. No one tells you anything. And the way they set up my house, if the internet was down so was my phone, meaning i was not able to get any information anyhow.
Here are some examples why i hate this company & how incompetent they are:
1) They for over a year billed me for my Optus, until one day it was finally disconnected. I had to buy credit for my mo...
Worst customer service ever (after Foxtel)
OPTUS is 2nd only to Foxtel for customer service in practice (nice verbal promises, lovely apologies, nice words as an intent - but not backed up by any care in real life to either fix problems as they occur, admit mistakes or show any real sign through action, that they care). They stay in business because Foxtel was worse! (although I switched to Optus 2 years ago finally, so maybe Foxtel got better?). It took me a year of missing the Premier league to bring myself to try and engage with Optus again - I tried when they got the premier league ...but they were so useless I could not get a box delivered! (Courier wouldnt leave card at auspost like normal 1st world service at the time!). But when I moved house it was time to try again - I got through the awful signup, delivery and install process, poor internet and now stuck here! Wish someone else gets the Premier league!
- Verified customer
Great Deal service and speeds
Optus is the best cable/ NBN company of the the big 3 that offers you fastest internet Fecth TV home phone and line rental, for a all around great affordable deal
- Verified customer
2xcalls before changing providers, confirmed $0 owing - 2mnths later still continued to be billed
Called and confirmed TWICE that there's nothing owing and I was ready to sign a new NBN plan with a different provider. 5 weeks later I get a bill for $125? Called the operator, he has told me three things that directly contradict what I have been sent. 25mins into a call I didn't need to make and no resolution. They "are not allowed' to send me an email confirming that I have nothing owing?!?
0/10 absolutely abysmal service.
Terrible service, even worse customer handling
I signed up in May 2018 for cable internet. A technician came around to install. Within a week service stopped working. I made three calls to try and get assistance; each time they could not find my service based on my details, my phone number, the address or any other field. I never received bill either, so had no customer account number. Oh well.. never mind - I cut all ties with Optus and went with a competitor.
Cut to September 2019. All of a sudden I receive my first bill... for a home phone service?
I called up, and after 1hr25m on th...e phone with various departments, Optus had looked into it. They described the problem as a "very rare glitch" that had something to do with an old billing system. They further explained that the problem was resolved and I would receive no further bills. October 2019 I received a further bill. Again, I called. I re-explained the problem to three different customer service agents. This time it took 1hr40m being shuffled between departments before I had a resolution. The problem had been fixed and I would definitely not receive any further bills. November 2019 I received an overdue bill reminder. Again I called. I re-explained the problem to two customer service agents. This was a mercifully short 28m call. It was explained to me that the problem had definitely seriously completely been totally fixed and I would not receive any further bills.
Cut off service before we were required to move to NBN
Optus disconnected our cable without notice yesterday without warning. The same day they sent a letter stating that our service would be disconnected on 13 Jan 2020 if we had not connected to the NBN.
I am a customer for over 18 years and I had enough of being overcharged all the time. Every time I call, I cannot tolerate talking to the customer service located overseas. They are very tricky, they say something and send the bill differently. Even if they email the offer, I would recommend to read the offer about a couple of times since what they say is not what you get.
Questions & Answers
I have switched from Optus to iinet for Internet/Fetch, but the installation has not yet happened. Despite this, my Fetch has been cut off. Can you also cut off WIFI before the new one is installed?
I feel like I've been treated badly - it may give me cause to move my mobile phones as well. please advise what your policy is around this.
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