Optus Broadband NBN 12/1 (Speed Pack 1)

Ultra WiFi Modem Gen 2 Modem is consistently dropping out, although there is no service issue in the area. It drops out a few times daily for short times. The wifi 6 tech does not connect to most of my devices, needed to downgrade to the less secure option. The 4g sim does not work when it drops out. Incredibly disappointed in this modem and… Read more

consider it a waste of money. The previous modem I had from Optus was perfect and never dropped out. The Ultra WiFi Modem Gen 2 is a joke and should be replaced by Optus.

Poor FTP routing and incompetent or lying support technicians – I moved to Optus because Telstra called me every day at 10 AM for 150 days, trying to get me to change to a more expensive, more disadvantageous plan and I was tired of being harassed. I am now leaving Optus because they cannot provide good FTP speeds, and their technical support is either incompetent or lying about their infrastructure. I have… Read more

just now signed up for iiNet and I will cancel my Optus plan when possible. Optus is unable to provide me with good FTP speeds, and their technicians are incapable of helping me to improve those speeds. I know that I've said that already, but it's the reason that I cannot recommend that you use Optus.

Optus peers through AS7473 Singapore Telecommunications Ltd, which uses Zayo as a peering partner. And Zayo have nodes along the traceroute that drop ninety-seven percent of packets. Despite pinpointing this and communicating it to Optus, Optus insists (at the same time) that (1) this is my problem, and (2) there is no problem, because my HTTP traffic is speedy.

Optus will not work with me to repair their faulty infrastructure.

Optus has no ticketing system. Instead, they offer an app into which you must thumb type your technical issues. Because there is no ticketing system, there is no reference number that you can use to refer to information that you have already provided. In my case, I have had to explain this situation six times over the past two weeks. I am not convinced that the customer-facing technicians at Optus have any understanding of the infrastructure that they sell access to.

Optus nbn is rubbish – For a month.now I've had drop.outs with wifi and optus claims the tower was being upgraded. No change! They're blaming the fridge and microwave and neighbours usage. Why is all this happening in the last month? Customer resolutions rep goes on leave, but doesn't return by the date. No person left in charge. Optus wifi service and customer service… Read more

has gone down hill in the last few years. Why? Is the new ceo listening to customer's complaints? The company is going down hill and customers are not happy with the company. Why blame the fridge and microwave and neighbour usage for interfering with the wifi? With today's technology and supposedly high tech people, why are these issues happening? Why do customers pay for bad wifi service ? This is disgusting.

I'm contacting the telephone ombudsman and changing to another company. I think optus customers need to contact the high salary ceo who needs to know what is happening and why the reputable name is going downhill.

Tried to update my nbn – Can’t even process a simple nbn FTP Upgrade order! Been a customer for 5 years and now I’m not! How many times do Optus needs to transfer a person before you sort out an online order? For me about 8 times, to find out my online order (after receiving an email saying it went through) wasn’t in the system! Show details

No customer service - get RSI typing to looping bots – I have been trying for 6 weeks to book a technician as nbn is down. I type for 1-2 hours a night to people who say weird non-english words like 'needful' and pass the buck in loops - i seem to have to enter my details, the same ones, about 10 times, and then start all over again.... its the most frustrating failure of a 'support' line. I am with… Read more

mates at another property and they are so much better - worlds apart.

Optus was once good - but now they seem to have outsourced the support team to illiterate children in third world countries to save a buck and exploit poor economies. Must pay peanuts to find it more profitable to employ monkeys that take 3 times as long and still achieve nothing.

Optus, please employ people who can understand English and know how to fix issues - not just bump them to someone else.

Very very bad client services when it comes to outage – I appreciate that NBN is not physically within Optus' control, but we have had to deal with so many dropouts and outages, and their service model requires many many steps of talking to a robot on the chat app, before it gets you to a human, who then passes you to other technicians, who are then busy and the line drops after. Case numbers not provided often, you end up going back to square one. Just terrible overall. Show details

Optus NBN is a joke – Imagine paying for unlimited data and living in a first-world country and still have an internet connection of a 5th world country. The biggest clown award goes to Optus Broadband. Good job. Show details

Inconsistent messaging ...What a waste of time! – We had logged a request to relocate on the 10/7 and in moving change from ADSL to NBN. We have been given so much mixed information and are no closer to being set up. We have been lied to and transferred from department to department. I have spent over hour each day for the last week trying to get it sorted. I have finally given up and requested… Read more

to cancel the service. Once I told the operator they couldn't talk me out of cancelling they became nasty and didn't want to give me the time of day.

Worst internet provider ever – Absolutely horrible, keeps cutting out multiple times throughout 2 years, they can never figure out what is wrong with it then all of a sudden it works. Absolutely crap! Don’t go to them, bad customer service, bad reception, keeps cutting out! Sick of having to call them all the time. Worst provider ever Show details

Have literally been hanged up on by customer support twice – No internet for the last 36hours. On hold for 2hours than hang up on. Called them again to stay this is unacceptable and was told to p*ss off and back in the 2hr queue. If you're with optus, this is the companmy you are with. Show details

Customer Service – I just had the most unpleasant customer service with Optus. I was trying to make a deal with the agent and said what my friend got offered and she accused me of lying. She then disconnected me in the middle on conversation whilst I was still considering the offer. Well! That made up my mind to switch to another provider then after so many years… Read more

with them. The internet speed was slow and often got disconnected anyway. It's time for a fresh start. Bye bye Optus.

I hope you get sued and go bankrupt – So when we bought our NBN, it didn't work for 8 weeks. The customer service was absolutely awful, same thing said 20 times and then 'we will send someone in a week'. After the 8 weeks, it finally worked with absolutely slow speeds, huge traffic and dropouts every month. My dad refuses to change our provider so we are stuck sending you 60 dollars… Read more

for the most disgusting internet ever. I hope you know im never going to use your service in the future.

Poor customer service - hidden fee ripoff – Optus charges $2 for processing fees, $2 for paper fee, $2 for non direct debit fees. Constantly a problem with account resets - spend hour long for change to electronic invoicing, suddenly they revert you back to paper invoice, hit you with fees, and when you ask for correction they say you need to go to store as this are not a service help they… Read more

can give you. Badly accented representatives who you need to repeat and scream details into the phone due to poor sound reception. With elderly parents who have been loyal to them, and as authorised user, they make it miserable to even try to help your parents out. Cannot recommend Optus at all.

Freaking useless idiots – No internet connection from the get go. Called them multiple times explaining the same crap over and over again. Received a free wifi dongle that doesnt even wanna connect. Shambolic! Show details

NBN - confusion – NBN installation delayed by Optus not informing me of the appointment. I was given an appointment 6 weeks later. NBN technician attended and did the technical installation with black box, modem, and plug in wall. After much communication with Optus regarding intermittent landline phone access I have now been told by Optus that I don’t have NBN… Read more

access but have been using ADSL. I have been paying my bill all during this 9 month period and last week OPTUS disabled my ADSL connection so now I have no access. They have made an appointment next week for NBN to install my connection again. OPTUS customer service is dysfunctional and totally inadequate. I have made a report to the communication ombudsman

I had a call with Indian guy at 10:05 morning today and way he spoke was terrible. Can’t wait to get out of service – Excellent connection but customer service always sucks. Every time I call, I get a moody response. I always get grumpy after talking to them . So not even a star to customer service. You want at least a humble talk right when u r fined without notice on direct debit. Just waiting to end the contract or I will pay termination fee and get out. Show details

Its been 7 months and still nothing works – I've waited 7 months for Nbn. I've Spoken with well over 50 people. I've been promised: Service. calls, repairs, deliveries all of which were untrue. I've been with Optus for a long time. Over now. I'm Absolutely disgusted. Show details

Horrible service! – Horrible service!!! I talk to optus many times but they are very very very slow. The always say yes to everything but they are not solve the problem. Instead of that, they are create more problem! Show details

Absolutely dreadful customer service – Just found out that while I was set up for the NBN in Feb, I was still on ADSL. It got disconnected on Tues and I had no internet and phone. Had no notice from Optus about this. So I began the nightmarish journey that involves numerous Optus Chats with people who just read from a script and got passed around from one person to another. They said… Read more

the only way to resolve the issue is to get a yellow ethernet cable and connect to a PC to test the internet. My devices do not have a port. They said get a PC off a friend or family. Luckily I had a sibling who works in IT and was able to work out what was going on and got me connected back onto the internet as well as getting the landline phone to work. Today I contacted Optus via Optus Chat to find out why no one told me about ADSL being disconnected. An hour later after being passed between various staff, they offered me a $10 credit for the next 6 months. Told them I want to cancel my service and go with someone else despite being a customer of many many years standing. They got my phone details and said a supervisor will contact me. Looking forward to this call. When supervisor calls I will say that I am busy, your call is important to me and put them on hold for a few hours. Might even make them call me another day.

OPTUS NEEDS TO GET A NEW CALL CENTRE/SYSTEM – Worst customer service as you get shunted to different teams and then they hang up, cant access your account or call you back. Unable to fully understand your issue and then use scripted answers that dont relate to the issue. Always having to call back up to fix billing issues and can spend up to 2hours on phone since they dont have enough staff… Read more

and force you to use their app which half the time the team dont have access and need you to call the customer support team.

You can check out any time you like, but you can never leave – The NBN provided a great service for the two years whilst I was with Optus. I didn't need to contact customer services, so cannot comment on the efficiency of Optus. My contract ended, the price went through the roof, I decided to leave. Cancelling the service was like escaping a maze. There is no cancellation section or information and you… Read more

cannot cancel the service at an Optus shop! After an extensive search I discovered the online chat was the only way to go. They eventually transfer you to another elusive department where you spend an hour before they give you a cancellation reference number. Not good enough.

it's okay – Australian internet in general is not very good. In saying that, optus is one of the best out there. Im using the nbn speed 1 pack with 6 people using it at the same time and it runs smoothly when gaming. Their tech support is useless though. Show details

Pretty Fast Yet Not Stable – The internet is generally good, but the signal breaks up from time to time (only for a short period of time). The plan is not bad value but the service needs to step up a little. Show details

Don’t go with Optus – We haven’t had any wifi connection for almost a month which resulted in me struggling to do studies. We’ve been on the phone for 2 hours and no one has picked no up. This is ridiculous. I will tell EVDRYONE to go with Telstra, because at least they get back with me and are easy to contact. Show details

Horrible. Disgusting service and lies – Spoke to optus about nbn connections. February 22nd Live chat spoke to a person and made a contract. Told was to get a call and contract in two days. Week later called and found out no contract was written up. Spoke to a person, they supposedly sent info and contract but had to wait for nbn to contact us. Week later no contact no anything. Got a… Read more

letter in mail asking us to contact them as we havent set up anything for nbn. Looking at new providers right now. Also thinking of switching mobile providers atm.

No show – Organised a date with Optus to upgrade from ADSL to NBN. No one showed up to connect. No one contacted me to explain why. Called Optus to find out what happened the person on the phone couldn’t even find my order then told me to wait 2 days and someone will call me back. Show details