Optus Broadband NBN 25/5 (Speed Pack 2)

Goodbye and good reddens – I was not happy with the way things were managed when I changed my service provider. Even after I received, installed and logged into my new Modem I still received an from Optus for usage. I simply cannot understand how that can be, especially since I was using a completely different Modem and Log in. They had to squeeze more out before I left. Show details

no respect, dishonest, – I signed up with them 7 years ago when there was only one NBN speed was available. price was fair and I was happy with the service I was getting.(from sending technicians to my place to resolve issues to offering portable modems during outage etc). During the last year, everytime I had a problem it was a struggle to reach out. CS people doesn't… Read more

have a clue about a thing. Recently I have received two price increase letter which increased my plan fee to the same level as the 100mbps (remember I was on 25!). After chasing up over chat for a week and getting nothing, I walked to the shop in Macquarie centre. They have told me "we do not deal with such issues here" . I ended up reaching over the chat and after wasting over two weeks, I just ended up cancelling the service. You pay premium for a poor service. They used to be very good, but they just became horrible during the last year or so.

Shocking treatment – Been with Optus 6 years Never had fast service in that time Internet went out after they did an upgrade now they want me to pay for a new wireless router, they came to the party and said they would cover it. Bill comes in and they have charged me for it. Call and inform them of the issue and they hang up. Bloody maggots Show details

Keep adding charges and most unhelpful customer service – One of worst Broadband service ever seen,keep add adding charges. Advertised free Optus sport to the customers but then add $6.99 without even notification. Chat to customer service and contacted a person call “[Name Removed]” Message reply take more than 10 minutes and keep posting online help guide stuff. No proper communication. 1/10 PLEASE DONT EVER CHOOSE OPTUS Show details

Just cut me off – Have been having trouble with slow speed contacted them didn't care then the breach came was notified i was one who data was used so decided had enough and would change provider rang and was told to store to do this arranged to stop end of billing cycle got home the service had been cancelled rang optus told me bad luck nothing can be done… Read more

absolutely disgusting have reported to authorities and will be contacting accc on monday i urge everyone who to report to the authorities if you have been hacked and optus fobs you off

Stop trying to upsell when you ring tech support – My nearly 3 year old Optus supplied modem wifi died. Called tech support to basically find out if I need to get a new modem from them or if I could buy one myself. Apart from some random dropouts, which were NBN issues, I have never had an issue with Optus. (I want to stress that the people I spoke to were very nice and were obviously following… Read more

their training. So this is not a personal critic of them, but of Optus poor training and attitude the $ comes first.) First person I spoke to was more interested in trying to sell me a mobile plan while they 'checked my connection'. Why would I sign up to other product with you when you are unable to help me with the first product I have with you? In the end they couldnt help and told me I would get a call from a senior person within 24 hours. (Check my app, no case raised.) Next day I call again, explain the issue. Second person also tries to sell me a mobile plan! Explain Im not interested. Then they tell me Im out of contract and they can offer me a new 3yr deal for $10 more a month than Im on now. 3yrs is along time when you cant answer a simple question. My trust in Optus is now plummeting. They said I will get a call within 24 hrs to help me, check app, case has been raised. In the mean time I start looking at other providers. It seems like a hassle to change, so I wait for a call. I never receive a call. Trust in Optus is now zero. So I went out purchased my own modem, got home signed up to a new provider, took all of 1.5 hrs and I had wifi internet again. Then I called Optus to cancel my connection. Took 40mins. So many questions as to why I want to cancel. Iam I sure? Yes Iam. Why did I cancel? because your staff couldnt answer the simplest question and you lost my trust. This isnt the fault of the staff I spoke to, they were nice and very apologic they couldnt help me. This is the fault of management. Stop trying to sell upsell or sell new products when you dont enpower your tech support to help with such a small issue, and get back to customers in the timeframe you claim.

Junk service with reliability to match – Constant service interruptions, buffering, outages, plain and simply a crap service. And this is in Marrickville, I hate to imagine what their product is like out bush. If anyone can recommend a decent service please let me know. I've been an Optus customer since they formed in Australia, I was their first customer in my street to get pay TV, the… Read more

last few years have been a disgrace, I'M OVER IT!!!!! They just keep feeding the same line and make out it's my fault, they even said "Try elsewhere" I kid you not. So, my advice is look elsewhere and save the hair pulling frustration when dealing with them on the phone.

Genuinely the worst service – Parents are paying $100 a month for a plan that since day one has had significant issues with maintaining high speeds. Internet randomly shuts off sometimes, ping is often 1000+ ms, and the download speeds are less than 5Mbps most of the time. I have never seen a worse company. It is genuinely painful to be with Optus. Show details

Totally unreliable service – The service is very unreliable with frequent outages lasting up to a day or longer. Communication is poor with the website just saying that they are investigating with no comment each time as to when they expect the service to be reinstated. Show details

cant evn get support before i sign up – I thought lets try moving over from current provider. No way, If the customer lack of support is this bad before i sgn up, there is no way i want that bad support during the contract. You are really bad at service. Sorry...soryy for those signed up. Show details

Simply the WORST – Terrible customer service. Constant loss of network. Spent hours messaging to get no positive result. Absolutely disgusted with lack of service. Definitely avoid Optus.Still waiting for a call back, but it never happens. Show details

Terrible customer service – Have used optus for a few years. In a new apartment, frequent drop outs of service. The internet speed is good when working. However, optus were incapable of resolving the issue despite it being a software issue on their end. NBN technician came and confirmed the NBN lines were fine, optus sent a new modem. Neither of these fixed the frequent drop… Read more

outs. Optus then just stopped trying, wouldn't call us back after the NBN tech came, every time we call they just ask us to turn it on and off. Has been like this for at least 3 months. Service department have no training and do not understand how to solve issues. Would strongly encourage avoiding them.

Worst Company – Everything was ok until the internet went down. Since there was an outrage no Internet for a few days, matters just gone from bad to worst? and charging when from $69.00 plan a month to over $200 per month Optus decided to add another plan to mine?? So they cancelled everything and left me without Internet and still charging me?? Have been… Read more

trying to sort this out for months until I had enough, so I decided to cancel with Optus and go with another internet provider as I needed Internet back on. cancelled in early Oct but still Optus are sending me Invoices every month? again on the phone to them and no joy??

Ask to speak with someone with authority to complain the matter with, impossible

Go with another company.

Are you ready for this? – I have been with Optus over 12 years with multiple services and during this time the customer service has declined to an almost comical level of unacceptable and even in my last ditch effort this evening to stay with Optus it was a frustratingly discombobulated chat experience. I'm going to tell you all about my evening. Starting at 18:06pm… Read more

today I was told I could not receive an NBN service at a new address. Bizarre Optus, your own website tells me I can, then when I point this out the agent doesn’t say a thing, just transfers me onto the next agent who “double checks”… oh yes I can. So I am now transferred to an “expert” to get this moving!

I’m excited, the dog is excited and we both stare at the screen waiting for our expert to help us.

We start to talk about what I need which is to request a relocation of my NBN service, my request is that I need access from location A until 5pm and then the next day from 7am at location B, which apparently is not possible to be done.

Great, no worries at all! I’m more than fine to cancel my service if it’s not something Optus can do. So the agent transfers me to cancellations (which was actually the retention team), who gets me to repeat everything I have already typed twice. This agent then transfers me to another expert, so here I am thinking, well maybe the second export I speak to can do it? Afterall, they are the expert!

So here I am repeating for a third time what I need and why, to be fair [name removed] was pretty helpful and transferred me straight to cancellations because he knew it couldn't be done.

It’s now 20:10 when cancellations let me know they are reading the chat history.

20:22 is the next I hear from Victoria who is again asking me what I need and I reply, again, confirming that yes this is what I need but I have been told by 5 agents over the last 2.5 hours that it’s just not possible. I ended up needing to be VERY blunt and poor Victoria was still confused about my needs and tried to continue with relocation saying connection time was not guaranteed…

Well then PLEASE cancel my service? Please I beg of you Victoria end this torturous chat; this is what hell is… hours of repeating yourself to Optus until your brain melts.

The time is now 20:55. Still quadruple checking what I need and I had to be so rude to poor Victoria all because 5 other agents weren’t able to do their jobs. I’m sorry Victoria, I know you tried, but unfortunately after spending 3 hours doing this I am just wanting to lightly smash my laptop against the wall. You were so sweet. You offered some other solutions like a 4G pre-paid kit with data, but sadly I’ve checked out, I don’t want to be a customer and I am begging you Victoria to please cancel my Optus service. Delete me. I want to go to bed, I need to sleep. I need to recharge my batteries after the rollercoaster of a chat.

Anyway it's 21:06. Service is scheduled for disconnection. 6 agents and exactly 3 hours 0 minute after chat start.

This whole request could have been done in a 10 minute chat if only Optus staff actually knew what they were doing. I said from the start with the very first agent that I was more than happy to cancel but it seems Optus just wanted me to adjust my needs so I can continue to give them money but unfortunately it’s a non-negotiable, I need to be able to do my job two days in a row from two different locations.

Trying to communicate basic needs and requests over the years to Optus has required so much emotional energy and time, I deserve to be paid a wage for the hard work I put in! I am honestly in disbelief that a company as large as Optus has such incompetent staff (Not you Victoria! I love you). Surely there is a learning and development team who provide training and onboarding?

It’s just baffling to me how each time I contact Optus it’s extraordinarily impossible to get any help and in fact requires me to do more work than the people I chat with who are being paid to help me.

I’m now feeling a wave of relief finally cancelling my NBN service and so I no longer have to deal with the CSOs who are incredibly unhelpful, disinterested, and have no regard for security ; resulting in an awful and exhausting instance of identity theft in early 2019 requiring me to spend MONTHS back and forth with CSOs who would blatantly lie, and causing further damage and fraud on the account. I had over 100 pages of chat transcripts and emails where CSOs would contradict each other, bumbling around qith nonsense that I genuinely think they pulled straight from their behind. Eventually I contacted the Telecommunications Industry Ombudsman which caused Optus to miraculously resolve the issue after a few short emails where I only had to provide all my evidence; a police report, chat transcripts and more to prove Optus incompetence and that it was not me who ordered a bunch of iPad Pros and Apple Watches and got them sent to an address not on my account. That’s a story for another time….

I could honestly write a short book on the absolutely disgraceful customer service and general experience I have had as a ‘loyal’ customer of Optus. I have not touched on the MANY other instances of unprofessional and bizarre things that have occurred as I’m trying to keep this review brief (HA). I’m just plain exhausted after trying to communicate with your support staff Optus and I am so excited to be done with you.

TL;DR Unable to help with anything, ever. Really. No help at all. You would be better off plugging a potato into your wall and using thoughts and prayers to connect to the internet.

Victoria deserves a promotion after dealing with customers bounced around for 3 hours.

Intermittent dropout; Hopeless and Terrible customer service – I was once a happy, loyal Optus customer. Now, I'm furious and will leave Optus once the contract ends Technicians had beeen coming to my home 4 times already. Optus is willing to send you a new modem but that doesn't solve the issue. Lately, the customer support team agreed to send me the latest Ultra Wifi modem. I checked with them again if… Read more

that's the one with 4G backup. The operator firmely confirmed that it came with 4G backup so that whenever there was NBN dropout, I could make use of the 4G network.

However, at the end, they still sent me the older model, which didn't have 4G backup. I went to the online chat again and they did admit the operator made a mistake since he was only allowed to send latest modem to new customers.

I wasn't happy that they couldn't make up for the mistake, not even adding more data to my mobile. They just said they're sorry and would give feedback to the training team.

Honestly speaking, after dealing with their customer center for so many times, I seriously don't think Optus is really seroius in training. I don't mind you having an offshore call center but Optus seems just care of saving cost and is not willing to pay for the mistake made by poorly trained customer support team.

Customer service non existant – have called them many times to report no email. Passed from one to another and then strangely get cut off. At least they acknowledged i have a problem with it. No email now for 2 mths. I cancelled my phone service due to really bad customer service and now the nbn too. Never again will i use optus. Show details

All I want to do is disconnect a service how hard can it be! – Rang twice, was on hold for 55 minutes but then phone inexplicably hung up???? 3rd time I rang I decided to use the link for messages, I got connected the next day. Everything seemed great, do you want to disconnect this service he asks via message, yes please I reply. Ring this number he says......the same number I had rung 3 times already, which… Read more

is what I tell him. Then ring this number he says, OMG I now have 4 different numbers and none of them could help me in any way! I know they are busy, but a simple disconnection that is all I am asking for!

This company is absolute crap (Would not recommend.) – Company has given my family a terrible internet connection for the past few years with bad value for money. They've broken multiple modems before and have had to wait weeks for replacements. Sometimes 200+ ping on local servers while gaming and unstable connection/dropouts. 2 year locked in contract, switching to Aussie Broadband ASAP. Unable to use more than 1 device without dropouts. Many hours wasted. Show details

Dont ever USE them – Ive signed up Optus broadband when I moved in to my places as NBN was not available. I was with Dodo NBN, I had to say Dodo was not superb but way better than Optus. You will NEVER have the speed you are meant to have. The avg speed advised was 45. I only got 20 on my phone and they said i had to use CABLE to have that speed. The first day when I… Read more

connected, my phone had achieved the speed at 40, then never hit that number. Customer service kept testing saying no fault and I couldnt cancel the contract at all. What a TRAP! They then promised $20 credit a month for 3 months to compensate. It took them 2 months to recognised the credits and I had to contact them every single time to tell them the same fact to ask for the credit to be applied!

What a service!

Non Existent Broadband And Nbn – We spent hours and hours on the phone trying to fix our broadband. Could never access our online account even after correcting my name spelling with them THREE TIMES. I couldn't use my Netflix and laptop at the same time. Had two service men come to fix to no avail. Changed to NBN cable and it got worse!! Couldn't even stream on our TV. The… Read more

installation man trampled our garden and put his dirty tools on our bed. Sick of non existent internet we changed to TPG and haven't had any of these issues. OPTUS is terrible!!!!

Nothing but issues. Not getting speed we pay for, customer service is terrible with nothing but excuses and run arounds – Connection not stable, not getting speed we pay for, call to resolve issues and get no help only excuses. Had nothing but issues for 3 years. Bad customer service. Do not recommend Show details

Beware do not touch Optus – The technician that came to connect to my PC had no Idea . Contacted Optus at least six times just not interested. The NBN is much slower than the old system. Beware I made a massive mistake going with Optus. Rating could not go any lower. You can see how much they care they don't even reply to the reviews. Show details

Bad. Offered us free 6 month yet keep disconnected.the connection is no good – Bad internet service. It keep disconnected X( And promise us to get 6 months free trial ... It keep asking money for it! Serious ly?!?? Please don't go with optus.... Nbn ... It's has many miscommunication in their department Show details

Shocking service – Don't try moving house with Optus, it's a nightmare. There was one problem after another when we tried to relocate our broadband service from our old house to our new house. The final straw was when they decided to change my name from Paul to Thank-you, told me there was a problem with my account and I would need to start the whole process over… Read more

again. At that point we decided to close our account and we'll move to one of the smaller telco's that know how to provide good service. Will never use Optus again.

Worst Service EVER !!! – I have had ongoing issues since we connected with Optus. Constant drop outs and speed is nowhere near what they promise. I have spent hours upon hours trying to sort issues out. Currently on hold re a bill (54 minutes so far) they charged me $119 for a " service upgrade "which is for a replacement modem they sent me trying to fix their issue of… Read more

poor speeds. Seriously it is a joke, they keep telling me from their call Centre in the Phillipines someone will get back to me within 24 - 48hrs. I run a business from a home office and this is just a joke. Go with someone else don't believe a word they say.

Zero star! Woefully pathetic service! – Zero communication, broken promises, wasted time, aweful service. cannot believe they exist. Avoid like the plague! I wasted so much time chasing my NBN order. If it wasn't for Aussie broadband who identified what the hold up was I'd still be waiting for Optus. Clear lack of training, disregard for customer service, woeful company! Cannot rate them low enough! Apparently 1 star is the lowest I can give :( Show details

Great now – The service was installed but occasionally I had bearable issues then deteriorated, after 3 calls which were escalated each time it was discovered the line needed to be upgraded as the telstra & NBN people left it in such a mess and said so each time they came out to check there mistakes. If it wasn't for Optus insisting they would not have found the main issue at the node, and now its great speed and no dropouts. Thanks Optus! Show details

More than a month since I contacted Optus and still no Internet – I contacted Optus to transfer my Broadband from my old house to the new house on 13 Feb 2019. Its 21 March 2019 today and still no update from Optus. Till early last week, Optus was blaming NBN for the delay. NBN Technician connected the box at my house early last week. It's been more than a week now, but Optus has not activated my connection yet.… Read more

They have not provided me any information on why my connection is being delayed. All they say is that they have a technical issue on Optus side. Terrible customer service from Optus. Whenever I call them, they transfer me from one department to the next. I called the relocation service number, after a wait of 35 mins, they answered and transferred me to their techical department. After a wait of another 30 mins, the techincal department says, they can't help me. The Pre Activation team has to help me. But by this time, the Pre activation team closed. So I was given a direct number to call the next day morning. They said that with this number I will be answered immediately. As I am writing this review, I am on hold with the direct number and its been 20 minutes now.

My neighbour contacted TPG for his NBN connection Early last week and he got his connection activated yesterday.

Update: Finally the Pre activation team answered. They want me to go back to the Relocation team. Horrible customer service from Optus.

Terrible Customrr Service – Put me on for hold for nearly 4hrs and was told my service would be working in the next 15-4hrs, it's the next day and internet is still off. I don't wanna call and me around for half a day for nothing anymore. I'm calling other internet providers. Optus is a useless company Australian Government should get rid of them. Show details

Don't sign up with Optus NBN – Constant drop outs, broken promises. There are better providers out there, yes the NBN is not the best but go with a provider that cares about customer service NOT OPTUS! Show details

terrible customer service – The NBN service offered by this company is poor. Speed promised 25 and I received between 5 and no more than 10. I spent nearly 3 months trying to get a service that didn't drop out. In that period I had 30 days with no service whatever. When you rang it took 30 to 45 mins on the phone and you always had to start from the beginning. I… Read more

eventually had to go through the Ombudsman. When I finally cancelled I took the fetch box back to the Gateway store and was told by a sales person that I couldn't leaves it there. If I did he would put it outside the door so if it disappeared I would be charged. I was charged top dollar for an inferior product .

Excellent – We signed up for a NBN bundle deal connected same day and excellent speeds process was done fast actually before the modem arrive we were online.service agent was great make sure everything added we need and check the connection. Show details