Optus Broadband NBN 250/25 (Home Superfast)

I decided to upgrade my internet plan with Optus as I no longer wanted certain features that I had with my old plan. I started with a two-hour chat online explaining what I wanted to several different people in different departments. Every time you… Read more

speak to someone new, you need to fill in the same ID forms and enter a code. After 2 hours, I had negotiated a reasonable result and was set to change over. But wait, my account was not up to date and so I needed to call Optus. After an hour on the phone, I had my account updated, but now its a new account and I have to wait 24 hr before I can change my plan. So approximately 3 hr in discussion and I still don't have a new plan. If I was to bill them my time, I spent much more than I will save with the plan change. And I still have to speak with them to change the plan in 24 hr and return the Fetch box that I no longer want, so that they can (hopefully) recycle it. Ahhhhhh!

I was very impressed with the level of customer service at Optus (shop and on the phone). I was taken ill on the day of installation and the NBN technician was very professional in his approach and installation was done without any problem. Due to a slight glitch with the new modem, I called and spoke to an NBN customer service (Sangeeta) who… Read more ·  1

patiently went through the step by step guide. She was gracious and helpful with me as I am not technically savvy person and even booked in a fiber technician. The following Monday, Optus fiber technician arrived as schedule. Arvish's assistance in fixing the connection was prompt. His explanation was detailed and he got the internet working in no time. I am fortunate to have been served by a professional team. Thank you!

Optus seem to be treating customer service as some sort of a joke. Either that or they are manifestly incompetent. For over two weeks I tried to have Optus change my plan from a slow speed plus speedpack 100 mbs to the same price 245mbs plan. At every step they displayed either ineptitude or only cared about trying to flog mobile phone plans. I… Read more

spent hours on hold and transferred to half a dozen " specialists" the last one of whom was an idiot who tried to lock me in for three years with potentailly thousands of dollars in early termination penalties if I change providers within the next three yearswhile speed reading terms and conditions over my mobile phone . Telstra offer the same plan, with mode and home phone included for the same price on a monthly casual basis without the incredible pointless aggravation.

Have removed all services bar nbn with them due to repeated issues. Cannot even get one service supplied problem free. Supposed to be running a top of the line (and expensive) gaming modem on high tier nbn to ensure high speeds and lag or drop outs minimal but that is all we experience and sometimes days without internet due to ‘unplanned… Read more

maintenance’ that’s always happening. Contact nbn and they say it’s an optus issue but contact optus and they say they can’t find any faults and it’s an nbn issue. Optus is the provider yet never takes responsibility and no one compensates despite the bills always being paid. After this happening for well over a year regularly, and not one Optus staff member ever mentioning it, apparently all of a sudden Optus staff now claim it to be a problem requiring maintenance inside my home lol a problem they feel not to be with the nbn service outside but inside my home. I find this bizarre. Optus refusing to inspect, repair and maintain their services at the node but insisting they must access my home and find a ‘fault’ to repair instead. However this is where it gets even better.

Optus staff suggested when the restricted times they supplied to ‘repair’ the issue did not suit our household, I was told to leave my house key with a neighbour or someone else living nearby and provide them their contact details so they could still get inside my home when they needed. HELL NO! Not only is that highly inappropriate to insist a consumer do but we have a large dog who would likely attack anyone unknown who entered the home in our absence.

When staff refused to agree to provide any sort of remedy or repair to this issue because they do not provide repairs outside business hours and it was suggested I take time off work to attend so they could repair their services. I said i wouod have no option but to make a complaint with the ombudsman which made staff move quicker but still without any remedy. I was provided with a complaint number and assigned a resolution team member to work with me on my issue however despite receiving several sms messages telling me that ‘person’ was going to contact me to discuss a resolution - no one ever did and several weeks passed by without communications.

After yet another black out to the nbn for ‘unplanned maintenance’ for several hours I made a complaint to the ombudsman about what we have experienced. They got onto it swiftly and advised Optus had 2 weeks to contact and resolve. 3 days before the deadline I was contacted by an optus employee on the resolutions team who had no idea of the complaint and asked me to explain the issue (for the umpteenth time!) and asking me what I wanted from optus about it - LOLLLLL clearly this person hadn’t bothered to look at my account at the copious communications already on file with optus about the ongoing issues.

I was also told at this point that they acknowledged the complaint with TIO however if I did not provide them a detailed list of all my personal details and agree to multi factor identification methods which could occur randomly across a 4hour window across several days, and only giving me 8minutes to engage with Optus once a code was randomly sent, she was unable assist in a resolution or to discuss anything at all with me about my account and issues.

I responded that this didn’t feel appropriate in response to a complaint seeking swift resolve for the consumer and only seemed to delay matters further while highlighting how inflexible Optus is reagarding problems experienced and providing a resolve for the consumer.

By now the resolution period had ended for the TIO so I updated them and requested the matter be escalated to the next level. They provided communications in reply, agreeing to this.

Yesterday I received a reply from Optus resolutions team that was extremely aggressive and combative. That same resolutions team member had responded and threatened if I didn’t it agree to their demand of personal details provided and multi factor ID or accept their preferred mode of communications (which apparently does it require any security) they would not engage with me and would close the complaint as resolved and notify the TIO.

I have had issues in the past regarding these matters and others with Optus and there has always been the ability to discuss issues without the need for what this staff member has demanded. I have dealt with customer resolutions and not been treated this way before. It’s absolutely preposterous to insist the method of communication I can access currently requires security screening but if I agree to communicate via their preferred way, no security is required to happen at all ??? It doesn’t make sense. And to ask me what my issues are also? Without even looking at my account records?? It is inflexible and combative and simply creating delays and more issues for the consumer.

Just a blatant capture of how unfriendly, unwilling and inflexible Optus and their staff are. I just wish we could contact Optus and speak to a someone in Australia not off shore. If only it could be as simple as speaking to someone and working out a resolution or simply cancelling the service and going elsewhere.

Your foreigners are aggressive and have zero customer service skills. I am glad the TIO has escalated this matter. I cannot wait to be rid of Optus once and for all due to the pathetic services they provide. I have successfully cancelled my partners devices and services, my mothers services and my daughters devices and services. Now I just want this one gone too so we are finally problem free and can actually receive what we pay for elsewhere without issues. Optus are a disgrace, the absolute worst of the worst. AVOID LIKE THE PLAGUE.

Update October 2025 - after raising a complaint with the ombudsman early this year and it finally after several months was assigned a case manager, I am rid of all Optus services and won a very large and fair refund back because they were found in the wrong, across multiple accounts. Optus claimed I had refused to communicate with them which prevented any ability to resolve the issues and they had no knowledge of any problems until currently - however I sent to the TIO on their request, mass screenshots of emails, communications with staff, received Optus sms messages and live chat records raising my concerns, asking for support and resolve and staff acknowledging issues since 2022. 3 years of issues and no attention to resolve only aggression from customer resolutions staff after I raised complaints because nothing was being done to fix the issue or reimburse fees charged for services not provided. I no longer have the burden of any Optus services and have removed all my extended family off them now also so everyone in the family are with other providers, getting better service and treatment, getting what they pay for and are far happier. It feels great! Don’t let this company bully you like I let them, years of stress when I should have just axed it immediately and let the TIO handle them at the beginning instead of give them a chance to improve and do what they promised - they lie and do not do anything reasonable at all to assist or resolve issues and only do the correct and moral thing when the ombudsman is involved. Deceitful company. AVOID.

HORRIBLE FIRST AND LAST EXPERIENCE Horrible Service, Couldn't get me connected to NBN since the day I had signed up. OPTUS NBN Technician didn't showed up since 1 month for installing a New Connection. Every Time Rescheduling and customer support is even worse every time. When i Signed up at store the salesman was experienced and quickly signed me… Read more

up and told me that you'll be connected to internet in a week its been more then a month still without home internet... Thank GOD i just saw the real Service of optus at starting not gonna continue optus anymore

I ordered Optus NBN and had issues with the internet disconnecting and the modem resetting itself without being touched. I called Optus tech support about 3-4 times and they kept telling me its a problem with the building and the wire so I had an independent contractor come out and check (cost $250). He found no issues with the wiring. The… Read more

building manager also confirmed this.

After zero help and telling me things were wrong on my end I decided to ask them for a new router which they told me I had to pay for. So I Decided to change providers (this was only 2 weeks into my contract so could cancel for free). I cancelled with optus and they tole me they would keep my internet running for 8 days until I changed over to the new provider. The second I got off the phone they cancelled my internet completely even though they said it would stay live.

I asked them to connect it again as they promised they would. They switched me back on promptly and explained they would have to send me a new modem as well because it was classed as a new connection. I explained I didn't need a new modem and they would be wasting their own money sending it to me. The guy just explained that I should just let it return to their warehouse and it was fine. I then had to call back and cancel the Optus internet again after I was told I wouldn't need to.

I called back to cancel I had to explain everything again. They tried to charge me for the modem.... After explaining over and over again and speaking with a member of management the promised they would apply credit to my account and I wouldn't be charged for the direct debit.

Cut to today.... they charged me $595 for a service I hadn't been using, modems that I did not want and even after being promised nothing would be taken from my account and a credit was attached to my account.

I think I spoke to about 7-8 different people over 8-9 phone calls, not one person has followed through with what was spoken about on the phone.

Absolutely the worst service I have ever experienced. It's a shame because my phone provider was with them for 9 years and now I have lost all faith in them and will be changing to another provider.

I can’t begin to describe how bad Optus is. I’ve had Optus for 3 months now and it has only gotten worse. I’ve done many test and it’s saying I’m getting anywhere from 0.5mps to 1.5mps. And this is consistently and every time I even touch the modem my internet stops working. I’ve been trying to download blood-borne on my ps5 for the last 2 days… Read more

and it’s not even half the way there, it still has 50+ hours to go and the game is only 36gb in total. Please dont go with Optus they’re trash!

STAY AS FAR AWAY AS POSSIBLE FROM THESE MORONS!!! – WOULD GIVE 0 STARS IF POSSIBLE..!!!! I’ve been with Optus for 8 yrs and devices to upgrade to FTTP. This process took 5 days and countless hours on hold.. by the end of all that I received a 5g modem and service attached to my account. I then rang them again to cancel and they wanted to charge me for the service and modem I NEVER ORDERED..… Read more

speaking with their customer service is an absolute head do in.. they’re are pathetic and have ZERO idea hat they’re doing. I’ve now cancelled all services and switched to Aussie broadband. Yes they’re $50 a month more expensive but dealing with an Australian customer service was so easy and I was up and running with new lines installed within day.. SIT DOWN OPTUS..!! You’re a Joke..!!!!

Simple setup and good performance – Editing - Retracting my positive review. Original review is still below for reference. I went from a flawless service with 99.99% uptime (Exetel) to constant dropouts and technical issues with Optus. If you are fine with drop-outs, pick Optus. If you want an unreliable piece of junk wifi modem router, pick Optus. If you want zero response from… Read more

customer service/tech support… you guessed it, pick Optus.

I’m churning to another provider and taking everything else with me.

Don’t waste your time, energy or money on this useless provider.

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The whole process of ordering and setup was easy. Equipment was easy to set up pretty much "plug & play". The My Optus app is extremely useful. I also have Netflix and Home Secure included.

I take one star off because there was a couple of hiccups: Didn't realise my existing nbn service would be cut straight away. Mixed responses from the Optus reps. I explained I needed my connection back as I WFH and I have a BYO modem I could use until the Optus hardware was delivered but it took a while to get to someone who could help me get that configured to use the Optus service. Got there in the end but it wasn't straight forward as I would have liked.

Speed wise I'm happy, and, having a range extender and other services bundled under one place is convenient and hasn't cost me any more, but has added a lot more value.

Fall of a once great company – Loyal customer for over a decade- had problem with modem-kept reverting to 4G backup with poor speed- after long conversation diagnosed faulty modem and arranged for new modem with old one to be sent back. 2 weeks later, no modem but message to say "hope you are enjoying your new service". After calling helpline- NO RECOLLECTION OF NEW MODEM being… Read more

agreed to be sent and no record of entire 1 hour conversation I had. After being kept on hold for over 30 minutes gave up- absolutely disgusting quality, communication and record keeping. Sad to say Optus is not what it used to be- avoid like the plague- They do not value loyalty or customer service I am sorry to say.

Very bad connection and fake speed – This is just wasting of time and money really bad connection Show details

Very bad service support – I am using Optus mobile broadband, which is too old. Optus advised me to change to new NBN services. I signed the contract, brought a new, modern home, and booked the day for a technician to come for an instalment. They came and left the house without any reason. The next day, they cancelled the service. I called them again. They re-ordered… Read more

this new NBN for me. After nearly two hours of discussions, I had to answer many security questions. They finally confirmed, "Your order has already been placed next week; the technician will come to install it." I took a day off, waiting for them. Nobody turned up. The next day, I received a second modern without any explanation as to why I needed it. I called them again. They said, " Ohh, this booking has already been cancelled. It took nearly two hours on the phone. They can't tell me why it was cancelled and ask me to re-order. This means I have to go through the same process I did two times. I gave up on Optus.

Customer service is a joke – I've had no home Internet for the past week and I'm being sent to an Optus shop to solve my home internet! Is my NBN going via Optus shops? What? Hope people who wish to join Optus read this! That's what the case manager who hardly speaks any English and keeps talking on top of me suggested to solve my problem. Need I add that they needed my… Read more

drivers licence and Medicare number to access my account? Need I also add that they didn't know my email address? Optus shop? Will they come home with me to fix my router? Have I been hacked or these people don't know what they're talking about? I'm inclined to the letter

Rubbish, went with aussie broadband instead – Fastest speed we could buy with optus took 57 hours to do a 486mb update. Called them multiple times and all you get for an answer is " it was probably a busy period" or " is there any other devices connected to it" For one IT shouldn't really matter If there is other devices connected to it or not when you pay $790 a month for optus services you would think they would actually try to help you Show details

New Optus NBN connected service (1 hour and 30 minutes wait and charge $300 NBN charge No think you) – I've been with Optus for over eight years and thought I'd move my mother from the Telstra NBN 100 plan. Mum has been with Telstra for over 20 years and was paid a premium. We were on the line for over 1 hour and 30 minutes to connect Mum, and at the end, Optus wanted to charge $300 to connect her to NBN, which she had for over 15 years and… Read more

advised it was a NBN "Development Fee Charge" Optus advised I call NBN and ask them to update the system. We did, and NBN confirmed that Mum should not be charged as it is an existing service. The next day, I called another provider (SpinTel), who could connect with them for 20 minutes. OptusI've been with Optus for over eight years and recently wanted to switch my mother from her Telstra plan. My mother has been with Telstra for over 20 years and was paying a premium for her service.

After being on the line for over 1 hour and 30 minutes with Optus to connect my mother, they wanted to charge $300 to connect her to NBN, even though she had been using NBN for over 15 years. Optus called it an "NBN Development Fee Charge" and suggested that I call NBN to update the system. When I contacted NBN, they confirmed that my mother should not be charged as it is an existing service.

The next day, I called another provider (SpinTel), and they connected us in just 20 minutes.

A scam – I signed up Optus NBN for home in March 2024. It said no upfront cost, free modern, and the first six months cost $75 per month. Then I got the bill, it was $126.60. Rang Optus to get an explanation, the person who took my call said that it was a charge for two months of services, when I told her the bill stated the charge was for one month, then… Read more

she changed her mind and said it included a deposit, and I told her my contract said no upfront charges, she put me on hold for a while, and come back said: "how much do you want to pay!" I asked for the correct bill, she said no. Feels like being scammed. If it wasn't that I have to pay $306 for not staying with them for 36 months, I would cancel the service as soon as I can.

worst experience – Super disappointed with their services. I changed from Telstra to Optus (stupidly). Within one week I realised that although they claim they have this fast speed, the download and opening webpage is far slower than my original Telstra plan (which was on a lower speed). I contacted the customer services and asked if I can cancel it and happy to… Read more

return the modem back as I am not happy with the service. They said I have to pay $300 + for their modem (which I am happy to return it). I have multiple pictures of connecting not good and whenever they tested it from their end, they claimed it was all fine (even if it was not, they seemed to fix it within seconds).

Usually pretty good but last night I noticed that my next payment had jumped up by $20.00 – Found out that my "Next Payment" in the app went up by $20.00 in less than a week since I last checked it (luckily I checked it last night). It was $129.00, then last night I checked and it was $149.00 plus an iPhone contract I have with Optus as well. The original increase in the bill (when it went from $119.00 to $129.00 was a shock too but the… Read more

contract explained it as there being an extra cost that wouldn't be happening for 6 months and now this next increase said there was 6 months until it happened (had no idea when that next 6 months was up. Why show the "Next Payment" for this month as being $129.00 a week ago and then change it to $149.00 a few days later? If I hadn't checked last night I wouldn't have known. No warning given (bad when it's by Direct Debit (all mobile and Internet contracts are now) and you have to have enough money in your bank account for the Direct Debit.).

This can wipe out your whole budget and you're stuffed if you don't have more money in your account to handle it (definitely a problem now with the "cost-of-living" problem).

Shows Telcos don't really care about their customers. Telstra is the same (I can no longer get extensions for bills if I need them because they say I have too many extensions even though I paid the past bills which the extensions where for (basically one extension back in December which shouldn't even affect any current bills (if I hadn't paid my mobile it would be disconnected and obviously it isn't))).

My problem is obviously with Optus's and Telstra's Accounting departments who seem to have no idea about what's going on with their customers.

The ACCC needs to go after both of them. Would think after Optus's recent problems and firing their old CEO they would get better but obviously not.

250mbps… yes only for a few weeks then cuts off all the time – Signed up to the NBN 250mbps cause they cut off my cable internet because they said it was old technology. I had it for 9 years and never had a drop out. Always worked, reliable and speed was set at 100mbps which was more than enough. This new NBN was meant to be the Rolls Royce of internet, but all it became is a nuisance. I’ve had it now for 5… Read more

months, the first 3 months were fine, but would need to reboot the router every two weeks. Then the last 8 weeks I might have just used it as a door stop. Hasn’t worked and when it does work after 7 reboots, it’ll last 3 mins then back off. Optus techs are like tits on a bull… totally useless and if I didn’t have a backup Telstra 5G router I would have lost my sh*t. I pay $120 a month and get zero product. I’ll be calling the ombudsman and see what they can do. Class action is required .. and before you come on here and say “sorry sir we are trying to help”, or have you tried this or that? Yes I troubleshooted before I call as I am a network engineer. btw Optus, stick to selling mobile phone and leave the internet to Telstra.

Terrible internet and zero customer service – Shocking, been with them 10 years and zero loyalty, call centre staff that have no care for end to end case management, deceitful and lie to sign you up then charge you fees you didn't agree to. Internet absolutely rubbish and never works. I'd leave but am captive as too hard to change providers . Show details

Bad service – I have bean with Optus for over 20 years and in the past have bean ok but recently I had to call about my modem not working and it took one 1 1/2 hrs to get a new modem ordered it was painful going thru a call centre in India In the end I got a used one on marketplace also the drop outs are to regular it’s time to say goodbye to Optus I would not recommend them for home internet Show details

Poor Customer Service – Having been with Optus since they started in Australia, I have found their idea of understanding 'customer service' to be extremely poor. Need to contact Optus? By phone; forget it extremly time consuming ( hours can turn into days). Using the Optus App; pretty much the same as trying to phone them (A chat bot, then eventually a real person, but… Read more

unable to make any complaint resolution descisions). Both of the above depend on you having the ability to use the internet/mobile network providing they are not down! I have recently contacted Optus to ask WHY we the 'customer' are being penalised $2.20 per monthly bill for NOT participating in their 'Direct Debit' program? Why should I or ANY other 'customer' be penalised for NOT sharing my personal bank details? It took some very determined discussions between myself and OPTUS and putting them on notice, that I intended to bring this FEE to the attention of the ACCC. This deceptive little hidden 'fee' is exactly that. Nothing more than another way to syphon your hard earn money, to increase shareholder/company profits. It was only after some considerable robust discussions with a 'supervisor' and pointing out OPTUS's recently huge 'privacy breach' in which MANY customers private account details were accesed by a 3rd unauthorised party, that they decided to appease me and remove the $2.20 ( Non Direct Debt Fee). All this towards a 'customer' who has been with OPTUS since they started in Australia, NEVER once missing/delaying past due date payments. 1 of the very reason OPTUS exist, if not the most important reason they are still operating! ( The Customer - for without them, they would be non-existent!). Now lets see how ethical OPTUS is towards it's customers, will they abolish the $2.20 fee for ALL non-direct debit customer's? Let's just wait and see.....

Disgraceful service – My wife and l have made 4 phone calls to the 1300 number to resolve an issue with Optus. 1hr and 33mins in total and hung up on every time by their overseas telephone customer care centre To say we are disgruntled is an understatement Show details

Failed to commit delivery but refused to change plan – Upgraded to NBN FTTP plan with modem plan. Only booster arrived and over 1 week with 3 support enquiries made for modem and still did not get delivered so I used my own way to made the connection, and asking for plan change to BYO modem plan because I don't need it anymore, while modem still not dispatch with planned delivery date of over 1 week… Read more

more. Optus insists that I cannot change plan and still need to fulfill the commitment on staying with Optus in the next 3 years, on something not delivered and no need. The new price on new NBN plan already charged to my account and if I wait for their modem then I will be paying for nothing for almost a month.

Terrible customer service. Only wants money and nothing matters – After a 4 month battle with Optus customer care, I have managed to disconnect my internet and learned that I owe $125 because of the modem I have has a contract. Please be aware that the customer care team is well trained to cover up these charges from you. I was told I have no contract and can leave any time only to learn that was a big hidden charge waiting for me. Avoid Optus and save yourself from trouble later. Show details

TERRIBLE Useless Speed. Not what you pay for! – Due to increasing household members (adding another gamer and working from home) I needed to increase my internet speed. So, I decided to try Optus. WHAT A MISTAKE! When the 250 peak download/25 peak upload Optus Super Fast NBN was connected, it was so SLOW that working from home and gaming at the same time was IMPOSSIBLE. In fact, ANY gaming was… Read more

impossible. I did all the trouble shooting with Optus over the phone (taking up HOURS of my Friday evening) and then again for over an hour on Saturday with the conclusion that an Optus tech will have to attend my home. However, since I WFH, a tech needed to attend before 9am which I was told they would put that request in. When the Optus Tech showed up after 5 days of inadequate speed after 11 am (all of my work is online and the internet cannot be interrupted otherwise I lose my wage), I explained that the internet cannot be played around with. I then cancelled my service and connected with another provider who connected me within the hour and the speed was great! NO MORE LAG (feedback from the teenage gamer :P ) with another provider on the same 250/25 super fast NBN plan :D. BUT recieved a phone call from Optus trying to sell me EXTRA services and making it VERY DIFFICULT to cancel my NBN with them!! They told me to call another phone number! Then when I called that number, asking if I had a family member to sell the service to?!! What a joke! I have been on hold for an hour after the service officer said they were speaking to a "supervisor" three times but came back and said that they were reviewing my notes! Asking me the same questions I had already answered. If you value your spare time, do yourself a favour and go somewhere else for super fast internet!!