They will lost customer soon
I used Optus more then 15 years. They did well before but now they are not well anymore. They used to offer credit on my plan because I found that other suppliers offer the same service with cheaper price. From 2019, they didn't provide the credit until I called then they gave me back the missed 3 months credit and promised the credit will continues for next 6 months.
Just 1 month later, I found they didn't provide the credit again. I felt tired to call with 35 mins waiting time and I was busy that period, so I haven't call them. A few months ...
We have not yet switched over to NBN while many in our street have already. We were told by Optus that there is still time until 2021. For the past weeks we experience internet interruptions on a daily basis. Optus technicians came but could not fix the problem. We have been with Optus for over 10 years. This is bad service for which we still pay the full amount.
Don’t even deserve a star. Optus are useless.
Don’t even deserve a star. Optus are useless. Drops in and out every minute. Customer service is even worse. Do not use Optus. You will regret. Terrible terrible terrible. Thanks for taking our money.
Very happy to leave now that I have the NBN
I've had an Optus HFC service for almost a decade (it was Optus HFC or ADSL, so I chose HFC because it's fastest). FTTC NBN recently went live in my area, and I've signed up with a better provider (leaving Optus for good).
I'm not happy with Optus support, and I'm not really a fan of the company.
Nothing but problems
my home internet is always dropping out and can last hours customer service is even worse twice ive changed direct debit and even that they can't get right i need all my issues resolved I need someone from Australia to look into my issues asap pls
Terrible Service and Don't Care about the Customer At All
Optus customer service is absolutely terrible. About the only way to contact them is through a little chat window -- which is fine, lots of companies do that too -- but the staff on the other end of the line are absolutely powerless or don't care about the customer at all. Trying to get anything fixed or resolved is impossible, and the staff pass the buck on from one department to another. I have been a customer of Optus broadband for a long time and it is really a case of the less contact you have to have with them the better, because everytime you need to contact them because of some problem, the problem gets worse!
Cancelled our account 3 months ago as changed to another company for NBN. Then gets hit with a bill for an "early termination fee". Tried to clarify with them my contract as signed in 2017 by my late husband but when he passed away, the account was changed to my name in Jan 2019 without resigning a new contract. They refused to believe me but cannot produce a contract I allegedly signed in jan 2019 either.
Then they asked for the old account number which I produced but they couldn't locate on their system. They asked me to go through all my l...ate husband's old bills locate an old invoice - how insensitive when he passed away 18 months ago! Which I actually did do and confirmed the account number I provided them. After 1.5 hours, going through all my files and telling them I deliberately did not resign a contract as I always planned on changing company once NBN is available, finally admits they made a mistake and my contact was indeed signed in 2017. You would think when it comes to death of a loved one and falsely hitting someone with a bill for a few hundred dollars they'll be more sensitive and not make it out to be your fault when they made the mistake in the first place and then can't locate their own records.
Australia's No.1 Worst ISP
I have had Optus Broadband for a few years now because they tack on a 48 month minimum contract in the fine print. It started of bad, and has only gotten worse. I used to have 1/10th of the download speed I payed for, so they sent a technician out and charged me a few hundred bucks to replace the hardware they gave me.
Now I have an average upload speed of 0.05mbs, and every 30 to 60 seconds i get ping spikes of 2000 to 7000 to Australian servers with 50%+ packetloss. I can't even play online games anymore as I either lag out 30 seconds in or...get kicked for the ping spike. Worst part is that due to covid-19 they wont send a technician out to fix it because I "have a stable internet connection", although it takes 20 seconds to load a basic webpage, I can't stream or play games and by god if I try to join a VOIP program like skype or discord all the other end hears is robotic static.
Avoid at all costs
I can't believe they are still in business.
The last 6 months we have had a number of outages. Some lasting multiple days< (so on many days we pay for a service we do not get). Current outage is 2 days. In current Covid19 situation it's a major issue as I have 2 high school students and myself working from home so internet is critical. In last 2 days I have waited over 3 hours on phone to try and get help. The suggestion is to message or chat with them but the only option to do that seems to be an App that assumes you are an Optus Mobile custom...
The Worst Internet Serivce Provider in Sydney
Internet cuts out regularly so I have to use my hotspot on a daily basis. This means I have to complete any work from home online using my mobile data plan rather than the Wifi service I pay $104 a month for. Please save your money and find another service.
I have also been waiting for their nbn team to finish their second installment of the Optus nbn service for over 6 months now. I have chased the issue up several times and have even talked to their higher management team about it but I still don't have any service. It is in the past few day...s when I asked to cancel my services with the Optus team that they finally managed to contact the nbn installation team to finish their installation process which should have happened 6 months ago. This is actually AFTER I asked for the cancellation process to start. So basically they have continued with their installation process only AFTER I asked for the services to be cancelled. I also have many horrible experiences with various departments which incluede but are not limited to: their cable service team, their technical support team, their nbn connection team not to mention their higher management team. All the information that they provided with my account have been dishonest and inconsistent. I have been receiving NEW information about the nbn and broadband stuff ups every single time that I have called them, sometimes within the course of one day. FYI - I asked for the nbn services to be installed August 2019. I chased this issue up several times in September 2019. I write this review in April 2020. P.S. The waiting times for their customer service or technical support team are upwards of 40mins+ and this was even before COVID19 hit (when I called in September 2019). Only call them when you have time to spare. P.P.S They promised to call me back three days in a row to follow up on the issue but so far no one has followed up the issue.
Only caring about profit and doesnt give a single care about customers.
Constant dropouts on internet during normal day times..... I have experienced more than 3 days without internet because of these idiots.....
My plan was 25mbps and during evening hours its never 25.... so useless
Nontheless its so much more expensive than other providers.
Please do not make the mistake of going with these idiots.
Takes less than a minute to sign up but it takes more than an HOUR to cancel on the phone???
Honestly optus doesnt care what so ever but their money. Please do not go here for anything. Do not make the same mistake as i did.
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.
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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