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...
- 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!
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