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 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 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 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!
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 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.
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.
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 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 si...bling 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 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 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.
The reviewer stated that an incentive was offered for this review
- Verified customer
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.
- Verified customer
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.
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.
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 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.
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.
Questions & Answers
Why am I still receiving bills for wifi and not receiving bill for new nbn?
Only Optus could advise on this. If they are unable to resolve it put a report in the Telecommunications Industry Ombudsman (TIO) as is your right.
Call them right away as you'll probably be getting charged for both. Leave Optus while you can. Good luck wasting time talking to a service team based in India
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