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.
- Verified customer
Cable 40mpbs receiving 4mbps
Cable 40mpbs receiving 4mbps download, 20kbps upload
my parents doesnt allows me to switch companies
its absolutely pain in the neck to use optus, worst internet provider
0 0 0 0 0 0 0 0 stars
As bad as it gets
After 10 odd years as a customer of Optus I Could describe any number of the litany of problems they have caused me, ranging from the merely irritating to the near catastrophic, but i won’t, least my brain implodes with the cumulative stress of it all. However I will say at least they’re consistent, as in no matter what or when the problem, interacting with this so-called “service provider” invariably involves a ridiculous amount of your time on the phone - very basic issue = 30 to 40 minutes, more complex = several hours. Why? Because they wil...l need to transfer your call, often without notice or explanation, to someone in another department who will ask for your name, address, phone number, astrological sign, favourite Pokémon, etc, and the reason for your call. This person will then transfer you to another department who will ask for your name, why you are calling, ect before transfering you again.... and again, and again until you’ve lost the will to live. And in all this time they will have resolved or explained ABSOLUTELY NOTHING, usually in a rude, condescending and totally disinterested way..... Optus, your customer service is so, SO BAD, one star is one too many. you are so out of touch with your customer’s needs, soon enough you won’t have any left at all. Oh, and your service is crap too.
Often has issues, especially during peak hours such as at night.
The connection is, for the most, pretty stable and I often average 20mbps on my 30mbps connection.
When I first moved to my current home location, there was an issue where I only hit about 6mbps, but this was resolved in about 3 days.
At extreme peak hours, the connection tends to slow down and sometimes cut out however. Overall, this service is alright for my work flow and being an old service it is slightly cheaper than what is offered now so I will be staying on this plan for the future.
I went into an optus store on 16th September and signed up for NBN and since then, it has been a total disaster, I don`t know where to begin. I was initially given a number so that I could track the order which always came up as invalid when I searched. After several phone calls to people who barely speak English, I found that somebody had cancelled the order and it was going to take 5 days to re-order which never happened. I was then given an installation date where nobody turned up and I wasn`t advised. I was then advised that they were still...unable to create a new order due to some glitch in their system. After all this, I told them where they could shove their internet and went with another provider. As far as I am concerned, optus are an embarrassment to the industry.
Fee charged for not choosing direct debit payment option.
Optus charge extra fees including a $2.20 fee if you choose not pay your bill using direct debit option! I can’t see how Optus can justify this fee and get away with it!
It's OK but the routers are completely hobbled in functionality
I've been an Optus customer for many years. I've no major issues with them, although sometimes connection has been down and they haven't compensated. The customer support is problematic in that it is offshore and you don't often perceive your concerns as being fully appreciated and understood. I recently switched to another provider, but I wanted to say that offboarding was easy and they made it very straight forwards.
AWFUL BROADBAND & CUSTOMER SERVICE
Unreliable broadband service. Constantly drops out, I'm forever tethering off my mobile phone 4G. Upload speeds are painfully slow.
Awful customer service. Haven't even managed to get the customer's name right on the bill, despite the various requests to fix it. Getting on the phone to these guys is a nightmare, you'll be passed around like a hot potato, explaining your issue over and over again to different people.
Optus will not hesistate to charge you a late fee for payments that are only a couple of days late - Cherry on the cake.
It is a relief to finally cancel my service
I understand why the industry joke is “droptus”
Pathetic speeds, drop outs. Had several technicians come - the best they get is 40mbps/1.05mbps, outside of peak times. Signed up for the “premium speed pack” - absolute waste of time and money - no change. Rang to complain and disconnect the service. Optus retention team offered to swap connection to NBN $70 a month, free premium speed pack (from 80/20 -> 100/20. Let’s say I’m skeptical about even get 50mbps) that has a value of $30. But that means I will lose my fetch tv (currently included at a value of $21 a month) - the Optus warned me abo...ut that and I agreed but he didn’t tell me is that i would lose my static ip and will be assigned a dynamic one. But if I want I can $10 a month for a static IP (that thing most isp’s give u free - even telstra only charge $5 a month). So let’s do the break down and comparison of the costs. Currently paying $100 a month for 100/2 cable connection with fetch tv and a static up address. So in an effort to retain a rather upset customer Optus offered to swap me over to an nbn plan of 80/20, no fetch, no static ip $70, boost the speed too 100/20, this normally $100 total, add on fetch $121, add on static IP address $131 a month. Yes, that equates to an extra $31 a month for 18mbps of upload speed (lol like I’m ever going to get even close to 20mbps) but since I’m annoyed thst gave me a $30 discount a month...$101 a month. Well done to your sales team Optus, they were so proficient at that job they got a annoyed customer to pay you more money. In actual fact, I’m waiting for them to install it and then I’m gonna cancel it and move to another provider. Let them waste their resources in setting it up.
slow as wet week
should of stayed on the old connection same price phone worked without electricity internet connection was much faster it is a rip of have to wait 5 to 10 min to get my emails from gmail give me back the old optus
15 out of 30 days in a month the connection is dirt poor. Forget speed. Google search takes 2 minutes to load. Rubbish service for $75/ month.
Rather flush my money down the toilet.
Dreadful customer service - ACCC contacted!!!
More drama than a sex in the city episode!
Customer experience has been dreadful from start to finish. From setting up an order online which then had to be completed (done again) over the phone to technicians being late to dramatic speed drops.
100% they are throttling my internet despite my contract saying they wont.
The day it was installed I had 45mb DL speeds, the day after and ever since I've had 2mb DL speeds. Thats a 22.5x drop in speed! No resolution, no kept promises of technical support.
The worst - the service, the staff, the company culture - everything
Optus has been a source of continual frustration for my household for YEARS. If it wasn't for that fact we had no choice up until recently, we would have moved sooner. I've never recommended them and never will.
Their cable service promises 100mbps down and usually, I'd get 30mbps. But that's not the worst part, it's that the quality of the link is poor. So, for gaming, the response time could be up to a few seconds for traffic. Which is just insane! It's unusable for games. There were also consistently high rates or packet loss - which transla...
Canceling Optus broadband - they won't cancel. They hang up after very long wait.
Optus Worth customer service experience. I want to cancel broadband service as upgraded to NBN with Belong. They won't cancel my service. Transfer so many times then ask so many questions then transfer or they hang up on you and keep sending bills. My advise is not to sign up with them for any service. Worth service ever.
Slow internet, expensive, multiple outages, long wait times for service
Will not go with Optus again. We have had broadband with Optus for over 3 years and have been very unhappy with the service. Very long wait times on the phone when needing assistance. Overall very slow internet with frequent outages. Poor customer service
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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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