Optus Broadband Cable

Worst telco I have ever dealt with. Even their complain handling staff are rude, but to be fair that must be a gruelling job at this company. Didn't get anything sorted until I filed a complaint with the Ombudsman for what should have been easy fixes and basic customer care to show they appreciate your business and own their mistakes. Staff in… Read more

foreign call centres will flat out lie to meet whatever their metrics are... Classic example of poor management decisions, accountability and a lack of feedback systems to accurately measure customer issues and satisfaction.

Please lord - take the crumbs of my shrivelled soul which are left following over 1 hour with Optus Customer Service. The will to carry on life is stopped, given the worlds worst customer experience. Having had my NBN cut due to Optus terminating the wrong account, then being on hold for over 1 hour whilst they update the account, being asked to… Read more

be a "new customer" for 2 years min contract (been a customer for 9 years) to then....guess what....start AGAIN, due to having a "legacy account" and having to set up a new account. OMG...my brain has exploded - Optus...its not your staffs issue, it is your incompetent and outdated processes. Think customer experience....if i could have given minus 3285 stars I would have (number of days I have been a customer).

Worst customer service experience – Optus has the worst customer service ever. I told them that I want to cancel my internet plan. Until the end of January. And I told them that I want to keep my internet plan. Until the cancellation date. And Optus disconnect my internet on the same day. And first they told me that they will reconnect my internet. With a new Optus plan within 10 to… Read more

15 minutes. And I waited 10 to 15 minutes. And still did not get my internet back. I called back them and asked what is going on. And later they gave me different information that my internet will be back within 24 to 48 hours. All because I found a better internet plan with a different provider. I don't recommend optus at all. They have the worst customer service. And they are professionals at misleading people. And they are professionals at giving wrong information to their customers.

Great – 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

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 Show details

Terrible customer experience – I had a shocking experience with Optus App the customer service is overseas and it is horrifying. They just toss u from one robot to the next. It is taken me 4 days and I still have no resolution. I pay so much money and the service gets a zero out of 10 for me.

Frustrating Experience with Optus Customer Service and NBN Plan Changes – The worst customer service I've ever experienced. I spent over 10 hours trying to change my NBN plans with two different "human experts." After agreeing to a quote with the first expert, he asked me to wait and never got back to me. A couple of days later, I checked with a second expert who gave me a higher quote than the first one. I showed him… Read more

photos from my previous chat, which indicated that I had paid off my modem for $126 (instead of $138 as quoted). Although the difference isn't much, I felt ripped off. The second expert claimed the first one made a typo, confusing the numbers 3 and 2 (and how about 8 and 6?). It was the worst experience with Optus "human experts." Additionally, their speed is unstable and randomly drops out.

Terrible – Writing this review on behalf of my pensioner father in law. Signed up to Optus broadband recently and has had a terrible experience. They signed him up to a 3 year contract, consistently overcharge him every month despite countless phone calls and assurances that this will no longer happen. Stressful for him and worst experience. Will never use Optus again. Unfortunately cannot leave zero stars. Show details

Bad user experience during exit – Switched my internet service from Optus to another one online, despite the new provider advised it should be automatically taken care, and I do not need to do anything, I still called Optus to make sure they have cancelled my account, but they have not. And they forwarded me around, and got into the hands of the retention team, you know, the… Read more

typical "why?", "we can offer you a better deal", etc. etc.

I told them upfront and multiple times that I just want to cancel the service, but they were just so persistent and annoyed me.

Terrible in ever sense – Wouldnt even give them one star if I could. I have had constant issues with Optus, with terrible overseas customer support usually taking hours. Currently receiving 0.2-20mbps speed on a 50 plan. The solution offered was that my plan is too old, and Optus upgrading their equipment meant its outdated and slow now. The solution was to pay more for an increased plan. Wouldnt recommend them to anybody Show details

If I could give a score less than one star I would – Optus, despite being a company heavily involved with technology, couldn’t provide proper security for their customers personal data. As a result millions of people like myself are now subject to large volumes of spam phone calls and emails. Optus you are a damn disgrace. Happy to take our money but not concerned with the circumstances your… Read more

customers have to endure because of your incompetence. I will NEVER use Optus for anything EVER again. You’re a joke!!!!!!

MR Simmons – as others say their business practices are on the verge of being illegal. Customer service is absolutely horrendous. If you cancel your plan they will charge you for it almost $200 which is never disclosed to you. Show details

Internet was fine. CS process in much worse than what you can see in a third world country – I had been Optus customer for almost 4 years. Last month I lost my credit card and forgot to update my direct debit details in their website. Then I received a warning, I updated the details and system confirmed it. Again transfer didn’t go through and I received the second warning , then paid the outstanding amount directly. The day after my… Read more

service was on hold. I spent several hours asking everyone to activate my service. They all acknowledged that transfer had been successful and they have raised an IT ticket to activate the service. Just imagine after four years being their customer, one transaction didn’t go through ($114) and their stupid process put your service on hold and no one can activate your service. Do not deal with Optus, they are totally lost in their stupid process.

This is perfect can live without it! – Whats the point in paying for your services if you cant maintain a proper internet connection, i promise you every 5 minutes the internet keeps dropping contacted optus and they couldnt be bothered sending a technician but ask me to upgrade plans to increase internet speed what a joke! Increasing internet speed does not equal improved internet connection bozos.

Worst Company I have ever dealt with – Worst Internet ever, worst customer service ever. Chat customer service took literally 10 mins to reply every conversation and in the end was told to call them, called them and had to wait on hold for 30 mins to cancel the service because "they had to check something with my account" and got on hold for at least another 30 mins to confirm the cancellation..??.. This is the worst company I have ever dealt with. Never going back.

Can't get an answer – Have been with them for years. We moved house. I booked in a move and they simply didn't turn up. "Too busy" they said. I've spoken to 5 people to get it rescheduled (have literally spent the day on it) and can't make it happen. Looks like I have no choice but to leave them Show details

no product service/no customer service – New business trying to establish itself online. Had multiple problems with payment-often needing to do manual payment as customer service unhelpful, despite re-establishing banking details many times. Informed week of 21/8/23 that service will be down till 9/9/23. Current payment due today(23/8/23), but service was cut-off yesterday ( 22/8/23).… Read more

Difficult to contact, but found out today (23/8/23) that service was cut off due to "late payment" stating "we don't care if you're late with payment we don't remind you anymore. we just cut you off". BUT THIS PAYMENT WASN'T LATE AT THE TIME OF CUT OFF< WE STILL HAD A DAY TO PAY!!!!!!!!!!!!! . Connection was not even reliable. And their near 2 week "maintance" meant reduced customers making contact rtherefore reducing potential income-did not care- how is this customer service?? Is the "Yes" commercial mean yes we'll cut you off without notice??

Worst Network in Plympton park – I am receiving a very bad service from January 2023 and 0 service from 15th of june from optus but they detuct money every month from my account. Everyday I speak optus staff members, they hold my calls for hours, they requested, they would refund the money but dont cancel optus plan till 12th of august as optus is working in my area so i can get… Read more

a Good service. I wanted to cancel the plan but they said I cant do that as i am contracted with optus for two years. I waited till 12th of august but now I wanted to cancel my plan. I am frustrated to call optus, giving information many times and holding a call many hours. I would like to give 0 rating to optus, and advise to everyone donot use optus, they dont have a good phone call support serice,some of the staff member even can't speak english very well. Kind regards

Setup not easy and very poor customer service – Signed up for NBN Home 250mbps 3 weeks ago. Received the modem quickly, but not communication on when service would go live. One day it just started working, no notice given. Lots of technical issues with the Optus provided equipment (Gen2 modem and Wifi booster). Settings were hard to find and configure compared to other modems I've used.… Read more

Modem restarted on every setting change even minor ones, took 2-3 minutes to reboot which was a pain. Took ages to configure. Wifi booster keeps disconnecting (still having problems). Optus makes you use their chat function in the My Optus App, which is hard to use and prone to disconnecting -- have to reopen the App and click 3-4 links to get back to the chat. The Optus reps are also not dedicated to your chat -- post a question and can take up to 5 minutes to get a reply! One evening I was chatting with a rep to try and resolve an issue, and we got suddenly cut-off -- the app popped up a banner "Chat system is current down for routine maintenance until 6am tomorrow". Very frustrating.

Still hasn't been resolved - – Sue1961...ongoing saga one week later. found that my landline had been deactivated. Was told new plan did not include landline. I chose this plan because it also had unlimited national calls. My mobile is a separate plan so to have unlimited national calls I would need a landline wouldn't I? Optus provides case manager, I have 2 missed calls… Read more

on Saturday when I had my phone muted as I was at a concert....I get a message to tell me to be available on Monday the 10th July...no time, just make myself available. I do exactly that, no call. I rang Optus again today and an email was sent to case manager... I have completely lost confidence in Optus. I lose my email address, now temporarily restored. I lose my landline, I was not informed that by going with a new plan that I would lose these 2 services. I am too scared to hook up the new modem I received. I literally am terrified at the thought of setting up this modem and finding out I will lose internet access. I was told on Tuesday last week that a technician would come out on Friday to do something about the NBN....when I was speaking to an Optus team member on Thursday I asked about the technician and was told that the visit by the Technician had been cancelled, had I not asked about this I would have been sitting around all of Friday waiting for a Technician. What is going on Optus? I can honestly say I have never been this angry and frustrated.

Terrible service delivery and customer service – Switched to Optus NBN (from TPG) due to bundle incentives and have nothing positive to contribute. Switched back to TPG after 2 months of frustration and declined 3 months free service to retain as an Optus customer. Show details

Webmail blocked without notification – One day I had access to my webmail. I generally access it through Outlook. The next day I can't. I spent over two hours talking to Optus, going around and around in circles until I found a person who knew what they were talking about. My webmail was blocked due to "abuse" without any notification. I asked to see the abusive emails because… Read more

they were a mystery to me. I was then told they could have been from a third party. That does not explain why I did not receive notification. Very poor.

Absolutely disgraceful- DO NOT USE OPTUS – Honestly hard to know where to begin. I was charged for two accounts for over 6 months, despite confirmation from an agent that the original account would be close. In what should be a regulation resolution, I spent a total of 19 hours! on the phone with what I can only describe as the most incompetent and worst customer service I've ever… Read more

experienced. I was continually given empty promises that fees would be waived and refunds placed, only to find that days later that a new bill would arrive by email and that I would have to phone again, again and again to get the refund. After all the disgraceful and incompetent dealings, I was then promised a very small refund. I received written confirmation of this, again only to find that several hours later I would receive an email stating I was ineligible for the refund. Literally no other explanation was provided. Shocking internet, disgraceful customer service, lying and deceitful service agents. I'll be following up with the Consumer Protection Department.