Optus Broadband NBN 100/40 (Speed Pack 4)

Terrible customer service – I contacted optus customercare to upgrade to new plan to improve the speed. They are not resoving my issues rather than they are trying to sell new products like mobile and tablets It is terrible experience that I had to go through even though I was with them 12 yrs. I dont recommend optus for any after sales support Show details

That Dreadful Pathetic OPTUS – Was on a 100/20 plan and someone without my consent added this speed plan 4 and charged me an extra $20 a week, only thing is, I have FTTN and the best speed Optus have managed is around 70kbps, so why would I pay an extra $20 when they cant improve my speed above 70. I hadnt realised they had added this speed pack 4 and cancelled it once I… Read more

noticed. Sadly I have been paying an extra $20 a month for over 2 yrs for no gain in speed. Checked my modem today and it said max speed on my line was 87down and actual speed was 60, whilst on the Okla speed test I get 54, possibly caused by having a modem that can only push around 675 on the wifi and my computer with WiFi6 can theoretically reach a speed of 9600. I have asked for a new modem with wiFi 6 and the technical expert suggested I change plans, so I would get a new modem, but if I left within 3 years would have to pay for the modem. I told him that was a really sad and pathetic thing to do to a long time customer who stuck with them despite the debacle of letting some 8yr old steal almost every customers data. I have been with Optus for 10 years and I stay for the football, not their service, which is pathetic. If I get no satisfaction on the added speed pack 4 and they dont reimburse the $20 a month they stole from me, I will have to go to the ombudsman, though not sure that will do me any good. Step after that is just cancel and take my $2000 a year they get from me and do without the EPL.

Total useless – Optus is total useless. It took them 4 weeks (yes, the whole month) to update my account from 100/40 to 1000/40. Then they finally updated my account which now showing 1000/40 speed plan, but my speed is still 100/40 when I perform the speed test. I call them up and they said I have to use Optus modem which means I need to sign a 30 month contract. Total useless and misleading advertisement. They should be prosecuted for false advertisement. Show details

Best NBN provider I have had for streaming!! Great customer support – I have been with optus nbn for nearly 2 months and from day one they have been excellent to deal with! The two most important things to me: -The streaming service is great even at peak hour with 6 devices at one time. -Fot customer service you can actually communicate by phone to a real person. This is where a lot of the cheaper internet providers fail. Show details

Just Incredible Yes Optus! – So far the best Service of NBN from any provider, to say its great is an understatement. I have had TPG, iiNet, Myrepublic, Dodo, Aussie BB, they all have not come anywhere close to the speed of Optus NBN. I had Aussie Broadband and the speed was crap although the customer service was ok, with Optus there has been no drop outs or any issues so far… Read more

and the speed constantly hits over 100 mbps, unlike Aussie BB it was 15 mbps at times. I have had no problems with installation setup and it was seamless i would definitely recommend it.

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… Read more

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.

They blame NBN with their own problems – I had Optus for 10 years for home internet. Had performance problems and drop outs almost every day. Was on a very expensive plan. They kept blaming NBN. Finally replaced them with another provider aussienet and it’s been near perfect since. Perhaps the better eero router from a better provider helps. Don’t know. I called Optus so many times and it was just always telling me to fiddle with things or blaming NBn Show details

Unsafe, unreliable, untrusworthy, uninterested, unsupported for a large telco, from a long term customer – Tried to cancel my account after so many mishaps and it took over 2 hours of silliness to finally create a process of cancellation. They do not want you to cancel your account and try to offer you all kind of things. But be warn, the offers are good for 6 months or 12 months then you are on the new pricing and contract. So if you are happy with… Read more

your current pricing and speed, You are now stuck with the new offerrings and costing you more.

When you ask about the recent compesation they got the chick to say to you, take it or leave it. Then when you decide to leave and cancel the account.. OH hang on, we can help you.

2017 teething problem instead of 100/40 was getting 1mbps and paying for a so called speed pack that got zero speed increase for months. Then numerous outages with hours of outages, zero email, zero compensation and just have to wait.

2022 Optus data breach, since breach constant calls and spam. Thank you optus! Only one email from optus of the breach few days later after the breach.

Then the network outage 2023, the day of the outage my neighbour felt and broke her hips, emergency calls was not available for her. An old lady of 83 years young cry out for help in her own driveway, I assisted her for couple of hours till the ambulance comes. And the problem is she could not even utilise her own phone etc to call emergencies agency. 2 hours of pain and suffering, for what? Also our optus was impacted, no one at home could work from home.

Then the December compesation free one month absolutely rubbish TURBO down speed offer. It's a joke, download speed up but penalising your upload speed. And to activate it, you have to do it every 5 days? or was it 24hrs, no one on their customer services seem to be able to provide that information clearly. Had enough, cancellation was the best thing to do. Would have stayed but how the customer services people treat you is just rubbish.

OPTUS WAKE UP! You lost many long term customers who already gone through a lot and yet you done nothing. No trust of your data, no compensation, not even know how to update your customers when a problem arise. Unfortunately Optus can not be trusted.

Frequent drop outs, poor customer service – I’ve had multiple drop outs on a daily basis affecting the ability to work from home. Customer service has been pathetic. I was constantly given the run around and the people I dealt with were frankly dishonest. I eventually made a formal complaint and instead of trying to engage with me and nbn and fix the problem, I was encouraged to find… Read more

another provider and fees waived. It seems as if they are happy to let me go as it is not worth their while to fix the problem. When I asked for a technician to visit, I was told that I would be charged if they did not find a problem. I don’t trust them enough to actually come in and try to fix the problem. I’ve never had such poor customer service and am deeply disappointed. Pick someone else.

Horrible customer service – Today is day 4 without internet (business account) No communication/updates. Never even call when they say they will. Technical help desk unable to help other than to say they will send another message to the team that supposedly can. Will be moving all of our business away from OPTUS Show details

Just useless, monkeys must be working behind the phone – Ive got FTTP NBN, now I did not think it was possible to have disconnection drop outs every 24 to 48 hours! Some days it was dropping out 2 x a day! Frustrating beyond belief and paying a high price for a below sub standard service but what was worse was I upgraded from a speed pack 2 to 4 and was paying the extra $40 a month but my speeds were… Read more

still the same. I had a high end netgear nighthawk modem I purchased myself prior and not use the crap modem optus supply. IT TOOK OVER 6 MONTHS for them to fix it. During that I time I wasted hours upon hours on the phone with them back and forth for almost 6 months. Their answer to my speeds staying the same......a new crap Optus modem. They sent me out 4 of them over thst time period! I had a dedicated support manager after 3 months of calling them, getting enraged week after week at some moron on the other end of the line who barely spoke english who just could not help. After so much stress, time wasted on the phone and almost 6 months after upgrading and paying for my speed pack 4 they figured out the problem......NO ONE BLOODY ACTIVATED IT ON THEIR END!!!! A simple click on a keyboard on their end is what they needed to do and that took basically 6 months for them to do it.

Ive sinced changed to Aussie broadband and I wish I did so much sooner. Optus you have a zoo of monkeys working for you

The worst company I have ever dealt with – Spent days fixing mistakes, service issues and overcharging of bills. When calling you spend hours upon hours being disconnected from the call, calling back, relating your issues and details again again and again, speaking to the wrong person or someone who doesn’t care. When you final seem to resolve an issue, you find out from a bill… Read more

overcharging you by hundreds that nothing has been done except have your time wasted. Optus are incompetent morons at best, criminals at worst. Avoid this company and service like the plague.

Terrible experience and would never go with such a stingy, disgusting company again in my life – There are so many experiences I've had whilst being with optus, so many I can't list them all. Let me tell you, don't even bother with their disgraceful "customer service", you get nowhere. You have to beg them to replace modems, beg them to send the NBN techs to "fix" problems, which they even refuse to fix. I've been told by someone on the… Read more

inside that all customers on outdated/discontinued services are now going to have their prices increased by $5 a month to encourage an upgrade to a newer plan. In out case, we'll have to pay $20 more for half the speeds.

Screw optus and all their rubbish never go with such a disgraceful, shameless company.

Still no customer service – Finally Optus said they would send out a technician but after staying home for 2 days, no technican has shown up. Where is the customer service??? I need this fixed now. Show details

Bad Service, and Bad Customer Service – Im not sure if there are enough hours in the day to detail the full extent of the incompetence we've encountered from Optus over the last 12 months, but happy to put a few minutes aside to hopefully save the next poor soul who makes the decision to even consider going with this provider. Since our time starting with Optus some years ago, the… Read more

connection for our home internet has been shocking. The routers they had sent out didn't work as intended, and any replacement they would send, provided no relief to the issues. We obviously followed up Optus on this, and were met, at first, with silence and a significant lack of replies. Calling, being on hold forever and the buck being passed through the Optus ranks was the next step in this seemingly endless nightmare.

It seemed the only way to have Optus make any effort to do their duty, was to threaten to switch to another provider. So, I did and an Optus tech was at our house the next day. To his credit, he was very helpful, and provided some advice that contradicted anything anyone at Optus had ever advised. A running theme at Optus it seemed, as when the internet eventually shat itself again, the scores of Optus staff that we had to chase to fix this, all provided contradictory information to the previous person. Granted, I am no telecommunications mogul, but to apply some logic to the situation, I would think it be far more efficient and helpful to paying customers, if each Optus staff member was trained with the same information.

As far as customer service goes, it is impossible to have anyone at Optus make an effort to make a genuine effort to rectify the issue. How every staff member can "understand how I am feeling" yet, simultaneously, not register to memory any words that are being spoken to them, is beyond me. Further, when our internet failed in recent times, I was advised by several Optus "customer support" members that I could use extra data on my mobile plan. Imagine my surprise, to not only be met with a $370 data bill, but to have my mobile service suspending without warning. When I spent 2 hours on the phone to Optus to resolve this, I was questioned by the employee on why I used so much data. A question which would be easily answered if he cast his memory back just one day, to when the same employee advised me to use my data (free of charge) rather than the home internet, which was not working.

If you're reading this, and you're considering Optus as your next provider - Learn from me. I feel the blame falls on me, for sticking with them for so long. Mistakes were made. Its providers like Optus, that give Big Internet a bad name.

If given the choice between a life of misfortune and misery, or signing up to Optus again, book me in for option 1.

Internet on/off dropouts and limited modem – I find my optus nbn service drops out several times every day. Calls via the optus app to optus help never seem to resolve the issue. Also the latest optus nbn router/modem does not allow port 80 tcp http port forwarding preventing running a http server on default 80 tcp. The older optus modems work ok. Show details

If they were giving it away I wouldn’t take it – Worst ISP ever. Our modem drops every 5 minutes. I ordered the really expensive one with the 4G backup but they never sent the SIM for the modem. I’ve called tech support and waited on hold for hours only to be disconnected and not be called back. Show details

Haven't even got NBN and requested them to come out 4 damn times – I cannot even begin. I'm currently on backup 4g... whilst NBN is supposed to be connected. I have LITERALLY REQUESTED THEM TO COME / TECHNICIAN to come out 3 times. This will be my 4th time. But considering its taken this long with useless help. I think I'd rather eat my own back Show details

NOT WORTH IT! WARNING YOU – So, I've been with Optus for a very long time. Our NBN has been so terrible that we have had a total of 7 modems sent to us. We've had many different electricians hired by Optus and us personally to figure out the issue. They can't. It's been many, many years and this problem still occurs. Our internet used to time out twice an hour and take a few… Read more

minutes to come back on but now I'm paying for top speed internet and get only 2 bars. It works one day, doesn't the next. It's not reliable at all. We also paid so we could watch football but we can't when our internet operates slower than Donald Trump leaving the white house. Save your money. There are cheaper NBNS that are more reliable.

The worse thing ever – Signed up with Optus 2 months online because I didn't want to waste time talking on the phone it has been nothing but heartache from that day onwards for 2 week from that day I signed up online I was on the phone to Optus on the 3rd/4th week I received my NBN modem they waved my 1st bill because I received my modem late and they had made a error… Read more

on there end my 2nd bill has now come in but the issue is from 11am to 4pm I have no internet so why should I have to pay for a service that you have only half provided with me I'm paying more on my mobile bills to mobile hotspot to devices in my house unless Optus pulls there finger out very quickly I will most likely be cancelling and joining telstra or another NBN company. I'd also like to add please don't not believe anyone in there call centre I was promised call backs from "managers" and no one called on numerous occasions I threatened to leave but they still won't call back save your self they heartache if they lied to me they'd lie to you

constant slow response - have fetch and several connections – ookla tsts in var locs wifi/laptop ping 414 dl 25.68, ul 0.21 ping 55 dl 35.39 ul 32.2 where modem is loc ping 110 dl 21.2 ul 14.76 ping 75 dl 25.16 ul 0.63 Show details

Worst customer service and speed ever! – Optus Broadband is the worst ever! The speed is so slow and the customer service is terrible! I have cancelled and never going back! The customer service team obviously do not care about their customers!  Show details

Scamming rats – I get the pleasure of experiencing a drop out at peak hours every single day. My internet cuts off from 6pm till the next morning. Don't use these scum bags.  Show details

Hick ups in my current internet connection(Optus/NBN) 50-70 Mbps ..need suggestions for 100/40 upgrade – I often get hick ups ( for a moment of 4-5 seconds) in my Optus/NBN connection received no satisfactory solution. I use CITRIX its message appears quite often on the screen.  Show details

Terrible service. Sales team tries to scam the customer – I upgraded to 100Mbps download 50 Mbps upload pack. Had good speed for a couple of months. Then the speed went down. When I called the tech support, the agent made me jump through the usual crap hoops of restarting, factory resetting the router, etc. so that I would get tired and give up. Asked me to connect directly to the router with a cable.… Read more

Still I got less than 20 Mbps. Then said that a manager will contact me. Later on, they said that they fixed something at their end and asked me to try. Now when I connected to the router with a cable I could get 92 Mbps, but with the wireless it was less than 20. So there were two things wrong. They had initially downgraded my plan and then the wifi router was also faulty. They upgraded me back to the plan that I am paying for but still I needed a new wifi router. It has to be an Optus router to connect to the NBN box. The tech support asked me to contact sales or go to a Optus shop. I went to Optus shop at Westfield Knox. The sales people had no interest in assisting me because it was not a new sale with commission for them. They told me to go back and talk to tech support. I showed them the chat message from tech support. Then the sales guy said that they will need to sign me up for a new second contract on top of my existing plan. i.e. pay $102 twice. That is $204 per month if I am to get a new modem. I said that this is ridiculous and I said that they are trying to scam me and that I will record what they are saying. Then they threatened to call the security and have me thrown out of the shopping centre. Later on, I had to call the ombudsman to get the issue resolved. They sent me a new Wifi router. However, my complaint about their sales staff trying to scam me to signing up to two plans was never addressed. I keep on getting text messages from Optus saying some resolution manager tried to contact me but was unable to get in touch. That is also a lie. I did not get any emails, nor did I get any phone calls. My mobile plan is also with Optus and if they can't contact me through my mobile, then it is their own crappy service. I replied to them through email but it has been a month but no reply.

Complete and utter garbage – I would not recommend Optus to anyone, It has incredibly slow speeds, and it randomly will turn off the internet for brief periods of time, and the worst part of this is I can't do anything to fix this, I complained but they did absolutely nothing about it, I'm switching to Telstra soon Show details