Optus Broadband NBN

Would give it a 0 out of 5 if I could, useless, aggravating, incomprehensible due to accent customer support. With an internet service that is trash, you get ping from 40 all the way to 1000 every few minutes. Moving to Spintel, detailed summary below. They have done quite a few scummy things, tried to do a bait and switch to up our plan by… Read more

"upgrading" it, price whilst also downgrading our speeds. We ended up getting it back fighting with customer support, now there is constant issues with connections. Their customer service (CS) team jerked me around for weeks only to at the end say "We have already done everything" lets not even get into the fact that you can barely make out what they are saying with how thick the Indian accent is. Their CS sucks and do not know what they are talking about, they were not even familiar with the term ping.

Given I customer support agents were like as familiar with technology as an average person in their 60s reading off a checklist, I asked to get the ticket elevated to someone that has technical knowledge, even better someone to visit and take a look physically. They said "I've done everything I can on my side, so can I close the ticket". I was genuinely stunned.

I've tried to get this issue sorted 3 separate times with 3 different agents all of them resulted in nothing.

They might have been a good service a decade ago when they actually helped and ensured proper service at a good deal. Now? you might as well be throwing your money down the drain for subpar service and time wasting, frustration inducing, useless customer service.

Absolutely terrible service. If you rely on overseas connections—such as playing games on international servers or using overseas apps—be prepared for a horrible experience. Even sending a simple text message can take forever to load, despite the fact that I’m paying for a 500/40 plan. What’s even worse is their customer service. Here’s my… Read more

experience:

24 Feb: I signed up and immediately noticed that connections to overseas services were extremely slow.

26 Feb: I reported the issue.

28 Feb: Their technical support team called me, but the agent insisted there was “no issue on their end.” It’s clearly a bottleneck caused by their infrastructure or hardware, yet they simply refused to acknowledge it.

2 Mar: I contacted them via online chat to cancel the service. What followed was one of the worst customer service experiences I’ve ever had. I spent four hours being passed around between five different agents, constantly asked to repeat the same issue and fill out the same forms again and again, with absolutely nothing getting resolved.

Eventually I lost my patience and firmly demanded escalation. Only then did they transfer me to a manager, who finally admitted there were issues with overseas services and agreed that I could receive a refund.

I also asked for a copy of the chat transcript. The manager refused and told me I could retrieve it through their app. Their website also says their chat system is currently being upgraded and transcripts must be accessed through the app.

So I logged into the app and contacted them again to request the chat record.

Their response? They told me they could not provide it because they “don’t have that option.”

Even worse, they refused to tell me who I should contact to obtain it.

So let me get this straight: You direct customers to contact you through the app, and when they do, you say you don’t have the option to provide what your own staff told us to retrieve there.

The level of contradiction and incompetence is honestly unbelievable. I genuinely struggle to imagine a more poorly run company.

After many years of poor service, complaints to TIO and wasted hours on the phone I finally cancelled my Optus account. It took 1 hour and twenty minutes on the Chat Line! There were long waits, repeated requests for the same information and… Read more

multiple secret codes but I finally got it done. Now with Flip which offers better prices and personal service. Should have done it years ago!

I decided to upgrade my internet plan with Optus as I no longer wanted certain features that I had with my old plan. I started with a two-hour chat online explaining what I wanted to several different people in different departments. Every time you… Read more

speak to someone new, you need to fill in the same ID forms and enter a code. After 2 hours, I had negotiated a reasonable result and was set to change over. But wait, my account was not up to date and so I needed to call Optus. After an hour on the phone, I had my account updated, but now its a new account and I have to wait 24 hr before I can change my plan. So approximately 3 hr in discussion and I still don't have a new plan. If I was to bill them my time, I spent much more than I will save with the plan change. And I still have to speak with them to change the plan in 24 hr and return the Fetch box that I no longer want, so that they can (hopefully) recycle it. Ahhhhhh!

My internet has not gone for months cannot print anything rang Optus waited for an hour spoke to 3 different people on 2 days on trot had to put in a complaint to get something done but still waiting never dealt with a company like this before Show details

My WiFi dropped out every few minutes everyday. I spent hours on the phone to Optus whose assistance and advice was amateurish to say the least. Their so-called expert seemed to think that telling me the problem was fixed was the same as fixing the… Read more

problem. It wasn’t. In the end I fixed the problem myself by replacing the Optus supplied router (Ultra WiFi 6) with a $36 router I found on Amazon. Also, I’m paying for the highest download speed yet I’m lucky to get 50% of it.

After trying another provider and constantly dealing with frustrating dropouts, I decided to switch to Optus during their NBN sale — and I’m so glad I did. Setting up the NBN 100 FTTB service was incredibly easy, and the modem they provided worked straight out of the box with no hassles at all. Throughout the day, my speed tests consistently sit… Read more ·  1

around 90 Mbps, which is exactly what I was hoping for. I also love that the modem comes with 4G backup, giving me peace of mind that if the NBN ever goes down, I’ll still stay connected. Overall, I’m extremely happy I made the move to Optus. Reliable speeds, simple setup, and great backup features — couldn’t ask for more

The in store help was excellent but trying to add Fixed IP was difficult through the technical help desk. The couple of days took a couple of weeks to finally resolve. Show details ·  1

I was very impressed with the level of customer service at Optus (shop and on the phone). I was taken ill on the day of installation and the NBN technician was very professional in his approach and installation was done without any problem. Due to a slight glitch with the new modem, I called and spoke to an NBN customer service (Sangeeta) who… Read more ·  1

patiently went through the step by step guide. She was gracious and helpful with me as I am not technically savvy person and even booked in a fiber technician. The following Monday, Optus fiber technician arrived as schedule. Arvish's assistance in fixing the connection was prompt. His explanation was detailed and he got the internet working in no time. I am fortunate to have been served by a professional team. Thank you!

Signed up 5 Days ago. I am worried about the experience I'd get as signs aren't good. every time I start Chat option to get activation update on my NBN -it goes from one human agent to other and takes around 20 min and by that time I loose it. They aren't able to confirm if my current provider has been de-activated and if I am now with Optus as by… Read more

the time I am tranferred to NBN team it takes approx 20 min plus and they start again. I am just tired gettign a straight answer out of them . My previous NBN swithes from one provider to other have been within 24 hours and with quick emails and chat service. I signed up withe Optus for that $350 finder offer. god know once its all connected how will they communicate?

I was offered $350 cash back if I used their nbn. It was the same price per month as Leaptel. So I thought Optus support can't be that bad. It can't be so bad I wouldn't take $350. I had to contact them to schedule a connection. Every other provider you just enter the selection date at checkout. I confirmed with the original staff member and a… Read more

supervisor that if I asked a question at any point during the sign up process they would have to restart.

They would have to restart and start from the first question. It took 20 minutes and asking multiple times for the supervisor to confirm this.

I have been with Optus since 2018. I have had no major issues with drop outs, connectivity. I recently added Stan sport after the exit of Optus sport which was very good. The cost has gone up, currently paying 120 bucks a month. I wanted to get this mega NBN deal of 75 dollars for 50/20 speed for a year in order to slash my monthly bill. I have… Read more

tried it and unfortunately it doesn't work for someone who has been a loyal customer for a long time. I tried to do it online and many times I was redirected to online chat. It seems to me that the mega NBN deal only applies for customers who move to Optus, not for existing ones. I don't know if I am wrong, maybe an Optus rep on this site could enlighten me what this catch is all about. I want to get this deal, but Optus doesn't let me proceed with my order. It's a shocking policy. I would possibly try to shop around for a cheaper deal elsewhere until they have sorted out this issue. In my book, that move from one plan to the another one should be smooth, but Optus makes it more complicated. LoL!

Optus are so hopeless. Internet works occasionally,, I'm so over ringing them up with it not working,, must of had to call them over 100 times in 2024.. it drops out as often as hot dinners..last time we waited two weeks for the NBN to come out.. then they didn't show,, and they rang hours after they were supposed to turn up..and said they were… Read more

coming in morning,, so we changed plans and stayed at home , they didn't show internet came back that morning, it's dropped out multiple times in last week..since,, they said it was a NBN problem in area,, that nonsense,, both neighbours have Telstra.. and it always works.. and they can get NBN to come next day . What a joke no body get optis

I was ready to sign up for an NBN plan but the website was not clear to me so I rang the call centre. What. an absolute waste of time that was. When are these companies going to realise that speaking English is not all that is required. You need cultural awareness and emotional maturity to work in a call centre. Take out a plan at your own peril, Show details

Optus should be grateful one star is the least I can give, otherwise I would have rated -100. Everything is terrible with them, including but not limited to bad customer service who can literally solve nothing but tell you it’s been solved, terrible routes you can hardly access many international websites, application that can hardly function… Read more

where I can never change my default payment after my card expired.

Do not use Optus! Do not use Optus!! Do not use Optus!!!

I would have rated zero if I could. I have experienced intermittent dropouts since August 2025 Each dropout would last a couple of minutes to 60+ minutes. Multiple times per day. Over 4 months, literally 45000+ drop outs. I opened 5 tickets, requested a call. I provided logs with exact details and timings of the dropouts. Should have… Read more

been easy to fix if they had bothered. Received a couple of calls from support which only rang twice then hung up, followed immediately by SMS - sorry we were unable to contact you. I asked to be contacted by email - never heard from them.

Today Dec 22, I moved to a new ISP. Took less than an hour for them to switch over. There was a small delay during the on boarding process WHEN OPTUS DROPPED OUT and I had to tether my mobile to complete the process.

It's sad to see how bad Optus support has become. Their support process seems specifically designed to deter you asking for support.

Complaint to Optus: Unjust Charges and Inconsistent Customer Communication Title: Unjust Charges After Switching from 5G to NBN – Optus Service Experience Content: My recent experience with Optus has unfortunately been quite disappointing. Initially, I was using their 5G modem service, and they repeatedly assured me that I would receive around… Read more

100 Mbps stable speeds. Despite multiple attempts to reconfigure the modem, I never received a consistent connection. Eventually, Optus admitted they couldn’t resolve the issue and suggested I switch to NBN, promising there would be no installation or development fees and even offering a $15 discount on the normal $99 monthly fee.

After the NBN was installed, I was actually quite satisfied and even told their representative that I was happy with the service. However, this month I was shocked to see a $720 charge on my bill. When I called Optus, they told me it included a “Development Fee” and a “Modem Fee,” which they had explicitly promised I wouldn’t have to pay.

We had a lengthy discussion on the phone, and they eventually admitted their mistake, agreeing to refund the $300 development fee within 5–10 business days. However, they said they would need to “investigate” the rest of the charge and only refund it if they confirmed what was promised. In the meantime, they are essentially holding my money hostage for another 5–10 days.

I find this absolutely unacceptable. Optus has essentially taken money from my account that they never had the right to charge in the first place, and now I have to wait for them to correct their error. I will be taking this matter to all relevant authorities and advising everyone I know not to use Optus.

Moved NBN to Optus. Optus cancelled my old connection and have not provided me a new connection nor provided me a new modem. Resulting me with NO internet for 5 days. Customer service and complaints team in Philippines does know anything about anything. Complaints staff (Emjay) called me about my case, been on the phone for 35 mins, but does not… Read more

have any information, knowledge or facts about my issue. When I asked the staff what the issue was, she could tell me.

When it's working, no problems. When there is an issue is why they get 2 stars. They want you to message using the app, well your usually trying to get nbn up and running so you don't have internet but they want you to use something that's not working? You ring them an no one answers but you get a message every 15 seconds saying download the app… Read more

and use message service that requires the nbn that's not working! Eventually you use your mobile data if you've got it and no one answers the messages that there telling you to use. Absolutely no customer service. You make a complaint and they ring you once it's all up and running again a few days later to say I see it's all working fine. So they basically ignore everyone until service is resumed then ring you to say it's working. Thanks

The one star gives to Optus customer service, if I can rate minus star I would like to give. It alway takes around one hour or more, hanging on the phone and online chat, and got nothing done and nothing solved. Call center staff members usually have strong accent in English which is hard to understand. For a small problem, I usually got… Read more

transferred among Optus departments, and had to repeat my personal verification details again and again, and again on the phone.

The Optus nbn is fast, but the price is higher than competitors. I find other providers are much easier to deal with, and with cheaper price.

If you are unhappy with Optus service and you are on a 24 months contract, and want to terminate it, you have to pay for the router, Optus desn't have the option to return the router for free, like what other providers do.

After just over a month of problems I rang Optus to cancel and spoke to someone called [Name Removed] who said he had cancelled the services at my home and office effective midnight tomorrow. I had confirmation in writing that it would be the next day. Later that same day both services were cancelled. I rang and ask to speak to [Name Removed]. The… Read more

lady I spoke to said he would ring back within the hour but he did not. When I rang sometime later they said that [Name Removed] wouldn't take my call and they could not do anything to restore the service at my office or home. I would have to get a new service installed and couldn't say when that would be. I asked to speak to the supervisor but he was too busy too. Optus have been a nightmare to deal with. One of the early calls I made because of problems took 2 hours to resolve. I have lost another 2 hours again today. Their word is worth nothing. Their service even worse. Stay away.

The Optus service is very terrible. Experiencing a connection drop for last 4 months and raised multiple cases. Cases are being closed abruptly without any resolution. I am paying for 100 Mbps which has been upgraded to 500 Mbps and I am getting the speed close to 50 Mbps. If I am lucky sometimes during the day, I get 80 Mbps max. The case… Read more

officers does not respond at all and after talking to customer service, you cannot escalate the case to customer resolution team without contacting case manager. So I am just going through a vicious circle of inefficient customer service process in Optus. They cannot keep our data safe and now they can not service their customers in an efficient manner. I tried to cancel the connection few months ago and had to disconnect the call after 4 hours of hold and talk cycle. It's appeal to all home internet users to keep away from Optus.

Tried to move internet service to my new house as I'm moving soon. Been with Optus internet for almost 9 years. Spent 90 minutes on the phone with a woman in the Phillippines who had a thick, heavy accent and a bad headset. After 90 minutes I still didn't have a confirmation of the move of service and she spent half the time explaining terms… Read more

and conditions and having me agree to such for products that weren't even applicable. I had to leave so I finally gave up and hung up. I don't know if other providers will be better but I can't imagine the service will be any worse, so I'm going to look around and see if there's some better options out there. They all use the same backbone NBN anyway, so what you're really paying for is service, and Optus doesn't have any.

They gave me a chase around with IT support and was stating that my 3rd party router was incompatible with there services which is a shady at first because I am using a TP-link AX3000 which I haven't had problems with other providers till now. For the first week of using said router there where no problems at all but when the next bill came there… Read more

where packet loss issues (for more context droping of internet randomly) they offered to give a new modem but looking at the reviews on it is very disappointing with most customers complaining of problems themselves. So if Optus was to reply to this I would like to know why there is such a problem with this while other providers have little to none.