Useless and they don't care
Optus locked us in for a 2 year contract. Boy were we suckers. Signed up to a fetch tv deal, that they sent to the wrong address... Twice. Whoever received it activated it and Optus has tried to charge us ever since. It's been going on for 10 months and I make a call at lease once a month that results in promises of rectifying what should be an easy issue to resolve... The last call I made they cancelled the fetch tv box I am using and left the one at the wrong address activated. After I stated 'do not cancel serial number XXXX' several times. Still an ongoing issue. Couple that with the useless modem we got and it's safe to say we will never use Optus again.
Customer Support Disaster
We've been an Optus customer, most recently on an ADSL Bundle with Fetch, for over a decade.
Once NBN (HFC) became available in our area, we signed up for an NBN Bundle ('90' plan with speedpack 4, phone with world saver bolt on). That was in late April, and the service went active, kinda, in the first half of May.
Then the following unfolded:
- Early to mid-May: Phone line inoperative for incoming calls. We only found out once friends told us they had repeatedly tried to reach us but only found the line engaged.
- Early May until around early...
- Verified customer
I don't mind using Optus NBN but at times it is a slow connection, I would like it to be a bit more fast and also it doesn't cover the whole house.
The reviewer stated that an incentive was offered for this review
I'm fairly certain I got higher speeds when I used ADSL. The NBN connection Optus has provided consistently drops out resulting in a terrible user experience. This is especially prevalent when 2 or more devices use the connection, making it impossible to do simple day to day asks such as browsing the web. The drop in connection is even more frustrating when playing games, as it ruins the experience for everyone involved. I'd give a 0/5 stars review if I could, I've had Optus NBN for over 2 years now (I think) - a long time essentially, it has ...been terrible this whole time. I think we would have changed internet providers if my parents weren't too unwilling to do so due to the discount they receive on their phone plans. I would never recommend anyone to use this provider, it isn't even a stretch to say I wouldn't condemn my worst enemy to using Optus Broadband NBN, it's that bad. It's like torture to anyone who has enjoyed a fast internet speed. Thanks for reading. 0/5 stars. It's trash.
I have waited over 12mth to join nbn network. Have endured low speeds way below optuses stated minimums even though I paid for speed boost. I waited till nbn because I was assured better service. Well to call it crap is an understatement. Instead of moving my service over they started a new service. This has the fun effect of having my home number changed and my email address cancelled. You would think calling up to fix it would be easy right? Think again I can't get through you anyone on the phone who can fix it... I just keep getting xfered t...o others who xfer me again.. that's assuming anyone will answer in the first place.. oh let's not forget that over the last week nbn has crashed 8 times requiring reboot of hardware (have only had it for a week!!!). Optus themselves have reported 2 outages they had to repair themselves, also still not getting min speeds from optus as promised let alone the $30 speed boost as promised. In short optus service sucks... they misrepresent their products that frankly are not worth paying for considering they can't provide promised speeds.. not even close. Optus is an appalling supplier boardering on criminal. Im not impressed I lost both my home number and email when commencing nbn. The service is pathetically slow and drops out all the time. I am in process of cancelling optus and moving all my services to telstra. I wont be paying any outstanding amounts for my cable or nbn accounts. Lets go to court I look forward to telling a judge my side of the issue......Oh was on phone trying to sort my email issue....Xfered 3 times and left on hold for 45mins I'm still waiting........Appalling lack of service optus....Very very bad......
When it works its good.
Has issues during weekends when 4 people in the house are using it. Sometimes streaming is slow as well. off peak we get decent speeds but I feel as though it could be a lot better for the price.
The reviewer stated that an incentive was offered for this review
Near perfect NBN 100
Got my nbn hfc installed today. Paid extra for the speed pack 4 (nbn 100). It is near perfect!!! 9:30pm and my speed is 95.03 down and 37.81 up. Had some issues with the speed earlier but after 30mins of technical support (online chat), everything is now running smoothly.
Would give 0 stars if I could
Optus forced our business to switch to NBN from ADSL which we agreed to. Then without any prior email/letter notice, one day they just completely cut off the ADSL service without a working NBN connection - which meant I couldn't receive calls or use the internet all of a sudden. This was a huge blow to our business where the majority of clients reach us by phone to make appointments.
Then 2 months of fiasco followed including what felt like a wild goose chase of calling their customer service, going into an actual store and countless back-and...-forth. Their customer service on the phone is an absolute joke as no one wants to take responsibility, you are on the phone for 1+ hour each time being transferred to different departments and having to identify yourself and explain the situation each time. One particular man was extremely rude to me, speaking condescendingly and denying fault, saying our ADSL should be working. After the help of speaking to a store manager at our local branch multiple times over a few weeks, we now have NBN connection. During the 2 months, they did organise a phone call redirect to my personal mobile number and gave a partial refund for the lack of working service. Optus needs a huge overhaul in their inter-department communication and a better way for their customers to contact for problem resolution. It felt like no one wanted to help over the phone, just being swatted back and forth and wasting hours while my business was declining. Completely unnecessary stress. I do not recommend Optus for their lack of customer service over the phone.
Worst of the worst, avoid at all cost.
The most ridiculous system i have ever seen. i book for moving house on the 2nd july. the guy promised me service will be on the 10th. despite he said activation take 10 business days. on the 10th no service. optus blame NBN had not activate my service. fine.
The 12th. NBN notify me service is up and running. optus told me the order is "stuck" ask to wait 24-48 hours
the 13th, no service. said activation team not working on that day. offer a stupid 4G dongle which cannot even load youtube video
the 15th , still no service. optus told me they...have a "backend" problem. that has to be done manually. the 16th. still no service. optus told me my order is still "stuck" and have to cancel it. and make a new order. ask me to wait for another 10 business days for the order to be activated.
Optus = 100% RUBBISH nbn internet & phone - I'd get better service with a tin can & string
I've never HATED a telecommunications company as much as OPTUS. ABSOLUTE RUBBISH is an understatement.
NBN & phone connection lost twice. Phone line absolute disaster...took days to get back the first time. I'd get better service with a tin can & string...
Their call centre, tech support etc is a merry go round. They muck you about..pass you off from person to person. You have to re-explain your issue each time you speak to someone new, because the person you talk to doesn't know how to help you...so they need to call back after someone els...e investigate sit, but won't put that someone else on the phone to you. You get promised call backs in 2-3 days after issue gets some time to be investigated on...never happens & you have to chase them up again & again. Save your money & peace of mind....rubbish internet & phone service & nightmare to deal with.
As a business customer they are a joke
I have had 4 Optus technicians and 6 NBN technicians out to the premisis and they still can't process the job orders correctly or fix our ongoing connection issues. How hard must it be to add a new point and run a new cable. You can't run a business when your internet drops out for days on end. Their attitude is really poor and find it strange for a business of this size to be operating in this manner. I called in yesterday to cancel the service and the consultant asked me to give them 1 more try and he would escalate my query to a team leader. Guess what... still no answer or call back and I still have connection issues but continue paying full premium. Time to move services as they are a joke.
Optus = A Nightmare To Deal With There Are Better Providers To Choose From.
I signed up for Optus NBN & Fetch & to put It simply they are a joke of a company I've found I've had to ring more than twice to get a single issue sorted & It was the same when I signed up for a new mobile, I've always been transferred from one department to another where you have to start stating your issue over again which is frustrating to say the least. When my NBN was finally going I was getting very good speeds of 90Mb/s as I'm only 250 meters away from the node which is at the end of my street.
The strange thing was that I got a e-m...ail from Optus saying that they couldn't give me the speeds they promised me so I had the option of cancelling my contract & getting a refund, With the customer service being so poor I took advantage of this option & I went with Aussie Broadband who's customer service is absolutely amazing yet I'm still having to try & get my refund from Optus & that's also a debacle. If you have got a letter which gives you the option to exit your contract I'd say do It & go with Aussied If you use this code: 654442 you will get a $50 credit on your account.
Was the most reliable Broadband I had
I don't only use this page to complain, I want to give credit where it's due. Ordered the highest speed and fetch TV, along with my mobile. Ordered the box, plugged it in and that was it, in almost 2 years I didn't have a single issue. We would be streaming downloading games and playing online at the same time with no issues. The range extender plugs meant the coverage throughout the house was bullet proof. Was gutted when moving interstate they weren't able to provide more than wireless broadband so I had to cancel it which was done easily ove...r a 24/7 chat. If they ever provide broadband to my new address I'd rejoin in a heartbeat. Still have my mobile with them and get great value from it. Overall a very positive experience from start to finish.
I would give them zero rating if I could. I was with optus adsl for 2 years.they disconnected my service.
I would give them zero rating if I could. I was with optus adsl for 2 years.they disconnected my adsl and landline without my consent. 3 months no phone and internet service. Bad customer service. My business is suffering bad.
The worst telecom company that I have dealt with
Order my business nbn and fixed landline bundle in Feb, didn’t hear from them til May. They sent me the wrong modem, a DSL instead of NBN, re-ordered but never received anything. I had enough with waiting around so I cancelled the order and decided to go with Telstra. The next day they sent me a NBN modem I told them that I have cancelled the order and terminated the account, they said just keep the modem or throw it away! So I told them not to cancelled the landline til Telstra port the number over which can take up to one month. A few days la...ter my Business landline stopped working so I lodged a complaint in and still waiting, it has been two weeks. I will never ever want to deal with horrible company, they just palm you off to different departments and doesn’t want help you. Please stay away From them!
- Verified customer
Fibre To The Premises at 100/40 Mbps and Always ON
my Optus Broadband NBN 100 (Speed Pack 4) is Flawless.
It's all about the initial configuration if they set it up right it's GREAT.
I have a Static IP, no drop outs and no issues.
My Speedtest.net results are always good.
Unlimited Data plus other extra's not relevant to this review.
I dislike using the Optus telephone support and always use the online chat via website or the Optus App on my Mobile.
Garbage Service Garbage Product Garbage Company
Service drops out constantly. Support is non-existent. We are on hold on the phone with these jerks at least twice per month and nothing is ever actually done to fix the problem.
Fighting with Optus again
Well the fun games are on again, all was going fine with my NBN until just recently, I received an Email from their support services to say they upgrading the NBN network in my area, expect a few problems while this occurs, it should only be for 24 -48 hrs. This was over 2 weeks ago and since the upgrade my connection just drops out, at night it is worse, rebooting the modem once doesn't fix the problem, last night was the last straw, we were watching an interesting documentary on Fetch when up came a streaming issue, checked internet connectiv...ity and there is none, so check the modem all lights blazing saying everything is working, so pick up the phone dead, reset the modem twice before it connects, resume fetch after having to reboot that as well, start watching for 5 minutes and again gone, happened 3 times within 20 minutes, so just switched it off, 5.30 this morning still no internet, so did a hard reset of the modem put all details back in, waited for it to start up and still nothing even though the lights say connected, so I started my computer to find the phone number to ring Optus, mobile network wasn't working either. Just after the computer booted the internet sprung into life, so got onto their online cat to find out what was going on, this is when the game started, first they tell you to reboot modem, that doesn't work reset modem, I explained I have done all that before contacting them, as I am a computer tech, oh no answer for that, so next it has to be a line problem coming into my house, have to get a NBN tech on sight to check it out, they have sent techs out so many times it's not funny and they find no fault in the lines. I explain again it has only happened since the upgrade, my line speed hasn't changed as I still get 94.95 down and 35.71 up, if it was a line problem speed would be affected, I also logged into the modem to check packet losses nup not a problem. So they book a tech into coming on Tuesday the 2nd between 8-12, then next thing you now I am speaking to someone else who doesn't know what going on, he put it down to tech issues at their end, this one books the tech visit again this time for the 10th, I said what happened to the 2nd, he said it is booked by someone else, I said yeah me, after going back checking yep it was mine, anyway this guy gives me the run around the same as the first operator, apologies left right and centre, but still can't answer a simple question, just follows the script in front of him, he then suggest I speak to his supervisor, I said ok go ahead. Now for total stupidity this guy tells me I am booked in to get the NBN connected on Tuesday and it will be faster that what I get now as it is NBN policy to switch everyone over, I said what I already have broadband connected and have since it was available, this guy was worse than the two before him and he was suppose to be the supervisor. What gets up my goat is they way they treat you like simpletons, blame third parties for faults, every time time they have sent a tech the fault has never been with the lines to my house or in my house, I have even had to pay a private tech once to check out my lines only to find no fault, and they will do nothing until this has been checked. in the meantime I have to put up with a service that keeps dropping out requiring multiple reboots to get connected, we only use the internet for viewing pleasure as free TV is a waste of time with reality shows and endless commercials, I don't sleep so rely on the internet to occupy my mind, running out of books to read as well as getting eye strain if reading for too long. July 1st 2019 Update: Optus and the NBN Co. An NBN technician was connecting another customer in our street and the node when he shorted the power to our connection then left, leaving us without internet or home phone, so rang my supplier Optus, had to go through the trouble shooting even though I am a computer tech, only to be told the fault is with the NBN, exactly what I was reporting. So they book a NBN tech for the next day, this guy comes in my house and demands I pull my computer apart so he can check everything, I cracked and asked why, he didn't like that and walked out doing nothing, so back onto Optus who had to book another tech for the next day after going through tech troubleshooting again 7 times as they kept disconnecting the call when put on hold. The next tech comes out and there was no need to pull my computer apart he just needed the phone line from the modem to plug his line tester in, anyway no fault at my residence which I already knew, he goes to the node and confirms the power to my connection has been shorted, kicker is he can't fix it, so back to Optus again, yep had to go through all the trouble shooting once again even though I have a case number, finally they put me through to my caseworker, which mind you changes every time you ring having to explain everything once again, they couldn't do anything until NBN gets back to them, said it would be a couple of hours and they will contact me with an update, nope, had to ring the next day go through all the tech again, finally get through to my case manager different one again still no updates, got transferred to the NBN, NBN don't talk to customers, so back to optus, through all the tech troubleshooting again before being transferred to my case manager, different bloke again, by this time I am getting a bit agro. All they offered was 25gb mobile data to use as a hotspot, problem is the only wifi devices are my tablet and Fetch box, the Fetch box doesn't recognise hotspots, got transferred to mobile section to find out how much data netflix uses, told 500mb per movie, wrong went through 8gb in 3 hours and two people trying to watch on an 8 inch PDA is a joke, on the 4 day with no connection I rang again for an update as they don't ring you, their mobile service was playing up also so, it was cycling from 4g to 3g to H to nothing, I kept getting cut off, if they rang back the phone wouldn't ring, if it did I could hear them but they couldn't hear me, when we finally could talk before it cut out again the guy asks if I have an alternative number he could ring on, I said yeah my home phone Oh but that doesn't work because I have no internet, I said what other phone number could I have, mobile service dodgy and no home phone, smart guys working for them, anyway I said if my connection is not up and running today complaints will go to the Ombudsman, ACCC, news papers, State and Federal Politicians and local Radio Stations, as both my wife and I have chronic health problems and rely on the home phone for contact with Specialists, GP and Hospitals, NBN then sent 2 techs to rewire the Node to get me up and running. If I hadn't kept on their case it would still be out as on support worker on the last day said it would take another 3 days before anything gets done.
Internet disconnects multiple times daily.
Multiple disconnections daily - started when NBN connected. This is despite using their premium WIFI modem. My children are still at uni and are fed up, like me. When I called they suggested a WIFI booster which made no difference and now even with ethernet cable it drops out. When I called yesterday the tech said he would call me back and didn't.
- Verified customer
Will not refund balance in closed account
For months now I have been trying to get Optus to send me a Cheque for to credit left on my closed account. I have called three times and three times that they have told me that it will be processed and sent to me. Last time I even got send a SMS saying a Cheque was going to be send in 5 business day. It is now 16 business days and no cheque has been sent.
Do not use this company I have only had problems for the last two years.
They are the worse provider I have ever used!!
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