Optus Broadband NBN 100/20 (Premium)

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

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

The 5 stars holds only for the Iternet NOT customer support – try calling "the experts" with optus is almost like two mating elephants...first call the good old boys in the call centre didn't even know i was there listening to their banter whilst they were laughing about hanging up on a customer...then when realising hung up the call...called back...got a very apologetic call centre guy who started with the… Read more

id checks...i mean more like grilled me for everything...including a number sent to phone which have to say back...then still wanting more...i mean everything! if optus is wondering how our details are ever getting swiped then look no further than there! when i refused to give any more...he of course did what many others have clearly been doing...he hung up! so i couldn't tell him to cancel an appointment by a technician...oh well...i am happy to see that guy and find out why i was having problems with optus! hopefully at their expense...personally...avoid them like the plague...internet on NBN is the same everywhere with every ISP...its all about customer service...which sadly/clearly optus is failing miserably!

The best Telco Experience ever – Seamless transition away from Telstra best speed 106Mb/son speedtest.net including fetch and optus sport ove the soccer so friendly and professional unable to fault service modem gives excellent coverage try it refreshing change Show details

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

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.

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.

Have been with Optus for 19 years. Decided to change to a faster plan and stop Fetch/Home phone. That was six weeks ago. Still getting billed for old plan, new plan got "stuck" (their words) and not set up yet. Have spent nearly 5 hours dealing with support team over the 6 weeks. Repeatedly asked the same questions, being passed from one agent to… Read more

another. Not happy with the service at all and have decided to move to a different provider. Service just not good enough for a large organisation. I would not recommend unless you have no other option.

The worst customer service I've ever experienced full stop. A failure to connect my NBN. Only rectifying issues 2 weeks after they could have been raised on the Optus side before they cut my line as 'order wasn't completed' after a week of service. Terrible help support/ chat function with disjointed comms and ongoing repetition required. Helpline is no better with unsurprisingly fed up and rude call centre staff Show details

I have been absolutely astonished at how poor Optus customer service is. I’ve been a customer for 6 years and have only now had cause to make contact. In all my years of dealing with companies I’ve never been ‘round the houses’ so much. Pushed from pillar to post trying to get answers about my account and passed from staff member to staff member… Read more

who is the next “expert” on my matter. The online chat is glitchy and slow, incredibly poor for a technology company. Anyway, take my advice and avoid. Also staff are obviously incentivised to flog you a mobile contract - if you don’t bite they aren’t interested about your matter.

I raised the first case with Optus for slow speed and disconnections in Feb 24, after that numerous times and finally just had enough of their stories, they sent me 2 new modems but no difference but now want me to pay for them. I offered to return it but they not interested. I changed to Superloop, works great, no problems. Show details

Worst service I have ever received. The sales team keeps calling continuously for 15 minutes without stopping. They don’t care if the person might be busy. I wanted to buy an internet plan, but this kind of behavior annoyed me. When I finally picked up the call, the representative himself said that he had tried calling multiple times, and I hadn’t answered. The customer service providers are not well-trained and are very rude. Show details

Internet connection poor. Drops in and out constantly. Have spent 4 days trying to fix this issue. The call centre keeps trying to say it’s the modem but have rebooted several times. Finally promised an NBN technician as no internet now. Waited all morning to finally call and say possibly afternoon then called again with booking another… Read more

appointment. Not good enough No one to take responsibility for issues. Transferring my plan to another network. Not worth the frustration,

Our experience with MBN has been absolutely terrible. We’ve been using it for over a year, and it’s been a disaster. The internet drops constantly, the speed is at a minimum, and using it is always stressful. We call them all the time, but they just keep saying they’ll call us back—and they never do. They don’t take any action to fix the issues.… Read more

They are the worst service providers we’ve ever dealt with. I’m extremely disappointed. I strongly advise against choosing them. Also, be sure to read reviews first—we assumed it would be fine because it’s a well-known company, but we didn’t check the reviews. Now, I see that many others are experiencing the same problems.

The absolute WORST company to deal with if anything goes wrong. So frustrating being passed from 1 person to another. They are usually from India and very difficult to understand. STAY AWAY! Show details

I was using Optus NBN connection for almost 3 and half years. I was paying 89 dollars per month. I was moved to Adelaide from WA and requested for relocation. They transferred to relocation team and took a lot of time and told me it's connected. However, it was not working because it is coaxial connection. Then again I called the… Read more

relocation team they took along time through phone and told me the will post the box in 3 business days.After a week also it was not recieved. I called opus again and informed I am not received it.They took almost 2 hours and said the shipping address was wrong, They will send it again in 3 business days.I was doing work from home at times. Again I waited for a week but the postal is not recieved. I called the relocation team .They were again saying the shipping address is wrong. I was really angry with them , I am waiting for more than 3 weekscancelled my connection. Next day I went to another provider , they given me a 5 g modem which is much faster than optus at 60 dollars with out any contract. Please avoid this provider as much as, it is costly and asking for contract and not providing necessary service.

Horrific Customer Service - Worst I've Ever Had I wish I could give negative stars. I've never been so stressed and it is still going - Yesterday I spent SIX HOURS online chatting to Optus team members and today I have been talking to them for 3 hours- I am ABSOLUTELY furious. This is not the first time Optus have been absolutely horrendous at… Read more

handling my enquiries with GIGANTIC wait times. - I messaged Optus yesterday to organise a reallocation (at 11am AEDST). The agent took and hour to do this. After they sorted this, I was notified AFTER not BEFORE that a technician would need to attend the property. This information effected the day I could be connected, because had I been told this prior to commiting to the reallocation date I would have changed it by one day (14/03). I also had told Optus that my internet cannot be disconnected at my current residence until 13/03. I have a confirmation email stating this. I spent another 2 hours trying to have my start date at my new property moved forward by 24 hours. As this was pending my current internet at home was disconnected by the NBN due to the improper handling of the first customer service agent submitting the reallocation claim. I then spent another THREE HOURS, SIX IN TOTAL, trying to have my home internet connection fixed for me and my partners working from home purposes for the next three weeks before we move AND IT HAS BEEN A NIGHTMARE. I am absolutely furious with the way I have been treated and handled. I have been told I won't have internet for another FIVE DAYS?! I CANNOT WORK WITH OUT IT. I am so stressed by this and it is not the first time Optus have done this to me. Our last move was not too disimilar. I am DONE! I WANT A MANAGER NOW! And I am leaving reviews everywhere. This situation just keeps getting worse. DO NOT SIGN UP WITH THEM!!

Never come accross any company that has the worst customer service ever! Have to repeat myself so many times about what happens to the Internet connection, just to get tossed around by different rep and no one can get a single technician to resolve the issue! Don't bother with them at all. They don't respect you as cutomer, they don't care about helping you. Show details

Horrible experience trying to switch provider from Optus – Absolutely horrendous experience trying to switch provider, they made me jump through multiple hoops before I was able to cancel and insisted on me giving personal answers which I did not want to disclose. Will never recommend nor return. Show details

Sarcastic unhelpful timewasting SOBs – Customer service is horrible guy actually took the p*ss and told me he was going to help me sort out my questions and said he'd transfer me with all our messages to an expert to sort it all out then didn't transfer me and just left the conversation while I sat waiting until I realised he was just being a sarcastic SOB! Show details

Refused to sell the bring your own modem plan listed on their website – Got on the online chat to sign up to NBN, the operator refused to sell me the bring your own modem plan. He would only sell it to me if I signed up to a three year contact with their Optus provided modem. Got on the phone, and it was sold to me. Previously I had 5g, don't even go there they are a nightmare to work with. It took me 5 hours with them to cancel the 5g. Show details

Never again – Waiting over nine days for technician,ment to come afternoon came morning when at work ,all lies rang 3 times in 9 days ,leaving them and not going back ,even my mobile network ,lots of dropouts never complained but now no internet Nbn that long no more ,pay good money and get nothing Show details

No respect for customers and very poor service – Speed dropped to 1mbps for a day. Called and service tech booked to come out next day. Never showed up (took half a day off work waiting around). Called again. They had cancelled the visit and never let me know. Said they fixed the problem. Was still not working the following day. Can't get much worse than this. Show details