Do not go with Optus
I signed up to Optus NBN hoping to upgrade my home network from Optus mobile wifi which I have had for about 16 months at the same address. Here is what happened:
1. Optus sends me an NBN router then send the technician to the wrong address.
2. Optus bombarded me with text asking me to connect by NBN when the technician never showed up.
3. When I contacted Optus again they said oooops mistake, they will send new router and technician to my address.
4. The technician shows up but the new router doesn't so the technician installs the WRONG router...
- NBN 100 (Speed Pack 4)
- Verified customer
Getting good speeds and customer service was excellent recently
Checked my NBN speed recently and my 100Mbps NBN service was getting 110Mbps. Other checks showing 105Mbps. I also had an issue with my Fetch box and Optus very promptly sent me a replacement unit. My old Fetch box got deactivated a bit prematurely but that was because the courier only delivered one part of the new Fetch box package and marked the delivery of new Fetch box as complete so Optus deactivated the old Fetch box expecting me to connect up new Fetch box. Cannot blame Optus. I have been overall pleasantly surprised with the positive experience.
Hopeless all round. Avoid
I've been with Optus for a while mainly to access their sports coverage. The internet has always been patchy and getting a response over the phone has been like pulling teeth but I persevered anyway because I like my football highlights. The proverbial straw that broke the camels back came when we moved house.
I called to move our service to the new address 2 weeks ahead. I was assured that it would be ready on arrival all we would have to do was connect the modem. I knew this was too good to be true. 4 days of back and forth with hopeless cal...l operators, a couple of days of work missed, empty promises to follow up, having to explain the saga everytime my call was finally picked up and i'm switching providers - had enough. Terrible product. Terrible service. Terrible call centre. Terrible staff. Avoid.
- NBN 100 (Speed Pack 4)
- Verified customer
Advertised speeds and price are better than competitors. But the 4g backup doesn't work
We live in a group of streets served by 30+ year old coaxial cable, so rain and wind mean we all lose connection and speed. The 4g backup was maintaining the connection since it has been available - but with telstra. We moved to Optus two weeks ago and I can say no good things about the chaos of connecting and response to the modem backup failures. Optus relies on an App that is slow and you will spend hours each day having halted dialog (it takes about 8 minutes for a response each time you write an answer or question, as if they are working o...n multiple chats) and being bounced from one low level person to another. You will not experience any resolution. We have invested more than 6 hours in this so far. I have also endured three long phone calls with Optus, who do the same until, at 45 minutes, the Optus system disconnects the call. I have also been to the Optus store in Warringah Mall and they send us back to the App and phone service. Why do Australians suffer the incompetence of all the telcos? We have lived in 7 countries, including Kazakhstan, Russia, China, Western European countries and USA and have never had to restart modems and do this sort of thing. Beware that Optus is no better than Telstra in its support. The only gain is that you will pay less for the same poor service.
Do not go with Optus!!
The worst customer service i have ever experienced!!!!!! We recently moved house and requested relocation of our NBN connection, however a month in our new place and the internet is NOT working!!
We have called Optus multiple times. Every time i call no one knows anything about my request, they repeatedly stuff up the request, tell me they will send a technician (who never comes) and i end up spending half my time on hold while Optus try and come up with some crap excuse, yet claim they do value their customers. The vicious cycle never ends - DO NOT go with Optus! I wish there was an option for no star, because a one star is far too generous.
Worst people I have had to deal with
It took 4 months to get NBN installed as they kept cancelling and sending the wrong information. No one called me. I was constantly chasing them and put on to multiple representatives. A lot of them dont have the knowledge and at one point I had to help a sales person navigate their own website as they couldn't find the plan i wanted. I had it for 1 week and had nothing but problems.
They put me on NBN 50 when i requested NBN 100.
NBN 100 had 400+ping in peak times and some nights had download speeds of 25Mbps. I wasn't able to live stream or play any games online. I had to contact the ombudsmen regularly.
Joke of a company.
It's 2020 and there's no Spam filter on Optusnet email accounts
I have had an @optusnet.com.au email account for many years and the level of Spam email being received is now totally out of control and there's nothing I can do but abandon the account. Last 15 hours I received 30 and there is no filtering going on. Completely broken. And the Optus service response has been to ignore the problem for many years (heaps of cases can be found on their discussion forums; the corporate response never solves the issue, nor have they found a new spam filtering system). These aren't novel bits of spam either - all t...he usual suspects that should have been filtered out years ago. Not even the Spam pretending to be from Optus is filtered! It's just indicative that any customer issue with these guys may be left to linger for years with no solution. Busted company. Be careful.
Poorest Customer Service
I have had Optus internet now for many years and have to say, their customer service is by far the worst of any service supplier I have dealt with. Truly broken
Reliable NBN (HFC).
In this working from home environment I upgraded my plan from Speed pack 3 (NBN50) to Speed pack 4 (NBN100) which I've been on for 3 weeks.
I test my connection regularly (odd habit) and speed has gone from 47/19 to 93/37, pretty much all day every day. The NBN modem has been reset once in the past 2 years (turned out Optus had a major outage). I find Optus NBN very reliable other than some slower upload speeds during the height of COVID19.
I've been with Optus for over 20yrs on cable and now NBN and would only consider moving for a higher speed plan that Optus doesn't offer. Support can be a bit slow sometimes but I find using the online chat the best way to get things done.
If only there was a 0 star
(1) Connection was never active, and no technician ever contacted/came to connect the service
(2) Sent me a bill for $500 for connection and service
(3) Tried to resolve multiple ways (phone, email, messaging, fb messenger) with no success, only 2 hour wait times and ghosting
SO BAD AND CUSTOMER SERVICE IS HORRIBLE
Connection is bad and we were ripped off with our deal. I stated inititally that we wanted NBN100 and then the guy signed us up to NBN 50 with fetch mighty. Optus didnt let us to change so I had to pay more to NBN100. Money scammers. Fetchy mighty also has taken 2 months to arrive and Optus does not want to reimburse us for the two months of no fetch mighty.
PAID FOR NBN 100, NO UPGRADE RECEIVED
We’ve spent a total of 7 hours on the past 2 days with Optus. We upgraded to NBN 100 for our home broadband. That took 5 hours of our time whilst working from home to achieve.
Then we spent 2 hours after we realised it hadn’t upgraded after 4 hours like they promised.
We haven’t spoken to anyone understanding or able to solve our problem and as such we are very disappointed, frustrated and angry at having been put through such appalling service.
We understand this pandemic means more demand for service but what’s the point in charging us for...
CUSTOMER SERVICE - A DISGRACE
It's actually an UNDERSTATEMENT. It's really a waste of everything detailing the events, let alone writing about it. This review (which I strongly believe the friggin company doesn't care about) is for other people who are searching about the company. Honestly, they should change the name to OpOUT. If ever you still decide to join in, pray that you don't encounter problems with your service.
We converted to the NBN with Optus 3 months ago (we were customers with them prior to conversion). The number of drop outs we have had since converting is ridiculous. Not sure what is going on but all we want is connectivity, all we get is drop our! What the hell is going on?
Worst part of moving alongside Origin
What a terrible experience. No customer service what so ever. No care and no commitment to delivering on time. We tried to connect nbn at our new build property 2 weeks ago. No matter how hard we’ve tried we still have gone without a connection for a week. I was told the modem was delayed due to the fact the company was hacked. I can’t believe you’d tell customers this! I work in communications and would never admit to this. So one week in our new home and still no connection. I’m currently on the phone - took 20mins to get through. I went with you due to bad experiences with Telstra but this is equally bad. You’re fortunate there’s a duopoly in this country. Avoid at all costs.
Optus is horrendous
I was with Optus for 24 months and in this time moved house twice. While I understand it is hard to move internet, in each case they said the Internet would be done by a date within a week and each time it took them over a month to set it up and this time included at least 2-3 hours on the phone to them. They would organise people to come and no one would show up and would blame me for cancelling the person. Several times on the phone the person I was talking to would hang up and sometimes even blame me for not turning the modem on.
In the las...t move I had a case manager and the only person who could help me was them. They never answered my texts and when I called was always not there. The other people would let me sit on hold for 30 minutes before telling me they will get Rhonda to call me back. I would recommend literally any other provider then having to deal with their nonsense.
Optus leaves a bad taste in my mouth everytime.
You would think such a large company would have the resources to hand over privacy details to different departments, whether it's offshore call centers or not, so that valued customers don't have to repeat themselves several times when their patience is already running thin. A network outage leaves me (I work from home) with an option to go an collect a 50GB dongle from the nearest shop front but when they run out of allocated dongles (3 in stock usually by what the store person has told me) all they can offer me is a paid dongle stick which I would then be left to chase Optus for reimbursement and let's be realistic, they will probably try and force a credit instead. Would never recommend Optus to a friend or family.
speed pack is a rip off
Optus sold me a speed pack with the idea that i would have faster internet. as my NBN in into the node my speed pack should not have been sold to me.
Optus is a rip off. cant wait till my contract is over.
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...
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