Never buy Optus NBN or IINET NBN
Being a dissatisfied customer with #IINET, On 23 Oct 2019 I bought Optus Modem from. On 6 Nov, Optus promised to give me NBN and Phone at my home and appointed a case manager from the Philippines, named Kez. In the last 45 days and still now, I have had many online conversation and lodged complaints against Kez, who was identified as a hopeless and ineffective customer service officer. Everytime, I call Optus, it goes to either India or the Philippines. The Adelaide sales team is working there for money only NOT for customer service. The Indian...and the Philippines teams are absolutely hopeless and transfer the calls here and there. Given that Optus could not connect me to the Internet and Phone, as an alternative, they suggested me to buy Optus wifi modem at $99 for 50 GB data and committed to refund the money. But there is no hope from the other end. If a simple pre-occupied #NBN Connection with Optus takes unlimited days or months, the public is concerned about Optus's level of ineffectiveness and inefficiency along with customer service level. If you cannot connect me in Melbourne City, the other customers in other cities will not be connected as well. Optus - you simply do not have a capacity to do the business, and forget about 5G campaign to misguide customers. Now, I want #Optus to cancel my account and they disconnect the phone line. This is Australian Optus's service.
Decent speeds, bad customer service
Took 3 months to work after install but was nbns problem. A few issues early on but over all speed was good. Not many drop outs. Customer service sucks though
DO NOT USE OPTUS
Do not use Optus as your internet provider. I have constant drop outs, and it has taken well over 3 weeks for Optus to resolve the issue. As of right now, I am still unable tor resolve the drop out issue. I have replaced all my equipment (Ethernet cables, landline cable, NBN box) except for my Optus modem, and have been promised on 4 separate occasions that I would be sent a new modem, however Optus now refuses to replace the modem.
Upon signing my NBN contract, I was booked to have a technician for installation but they never showed up on th...e scheduled day. Had to install it myself. Optus support often promise to make follow up calls, but never do. Support line promise modems and prepaid dongles that never come. I would not recommend this internet service provider
How is this company operating when it is a complete sham?
Cable is excellent. No arguments there. NBN? I will never know. Organised 3 times for someone to come and install it, each and every time (after taking a day off work) they fail to show up and fail to communicate that they have canceled the appointment. In fact, they are so incompetent, they went ahead and continued to re-book appointments without telling me when that was so they then, in turn, came to my house and tried to put the onus of the "missed appointment" on me. Then, trying and cancel the order was a complete nightmare of continues ca...lls, internet messages all because they refuse to read, or listen, to the problems and just try and refer you to the sales team to keep you locked into their absolute horrific business model. Honestly, never ever go with these guys, there are countless other good providers.
Have been a loyal customer for over 25yrs.. mobiles, landline and internet. Recently we have been forced to change to NBN.. waited a month for NBN tech, he was great hooked it all up and tested, everything was fine. Told us Optus will activate in around 24 hrs. Rang 24hrs later to be told there was an error in activation and will have to start again, another 48hrs.. waited 72 hrs and rang Optus again who tried to activate it remotely, no go. Have spent 3 hrs on the phone in 2 phone calls. Now we have to wait another 8 days for NBN to return, what a joke. Guessing they will arrive and fob it back to Optus, talk about being on the merry go round.. Wish I had read reviews before we started on this debacle :(
Service stinks, constantly slow, looking for another provider
Constant drop outs, upgraded to 50mb speed pack usually get close to 30mbs DL. Use a lot at night/early morning. It's 2am and my speed is usually at 2-8mbs DL + 15mb UP. Concentrate on DL speed, I rather have DL @ 40-45mb and 5mb UP.
Currently looking to change ISP, as I've been dealing with this crap since I've had NBN. I've been a Optus customer for over 20 years. I think it's time to change.
Never even got online
The in-store representatives will say anything for a sale. In the end Optus failed to deliver the modem and customer service would not help. Don't waste your time. Go with a more trustworthy company. It will be cheaper and better!
The worse network Optus never use it
I was a user of Optus. Optus is cheating with their cumstomer and not provide a better service like the others network ex.Lebara or Vodafone provide to their customers.
Optus network issues
1. V expensive and low data plans
2. V bad customers service
3. 28 days expires
000000000000 STAR for Optus
Good for everyday use and affordable
If you want a decent everyday NBN connection that doesn't cost the earth, then Optus is great. But if you are one to use it frequently with multiple users and do a lot of streaming, then invest in a decent connection otherwise you will hate it.
Optus: never ever again
It is the first time in my entire life I am writing an online review as I've never been comfortable with the process and I don't really like those customers acting like tyrans. BUT, I have never experienced such a bad customer service and feel so helpless and angry right now that I need to let everyone know: Stay away from OPTUS NBN.
It's been 12 days my internet hasn't been working:
-> After speaking on the chat with several different agents and having to explain my story from the beginning several each time I was told a technician would come...
Good consistent speed
Can’t complain. Good consistent speed. I don’t understand all the other one star reviews. I migrated from ADSL to the NBN in March this year. ADSL was terrible, dropped out consistently, unacceptable speed. NBN50 delivers it’s promised speed. Optus have always sorted out my issues in a timely manner.
Crap service and no fix
Inability to understand english. 2 hour phone calls with 1.5 hours of shit music and 7 different people. Have issues go to the TIO. Typically useless. Change from optus inability to fix, understand and communicate other than polished scripted replies.
What a shameless service and company.
We are asking for NBN connection for our Perth office from June 2019, We have received a Router from Optus on 20th of June 2019. However, it's 9th of September 2019 but still no connection has been made yet.
After 2 month of follow up they said that there is no NBN connection for our office location.
Which is why, they offer us available business ADSL to connect. However, after spending hours in phone with Optus technical team still can't get our line connected.
They keep putting us in the hold for hours long and hang up for no reason.
What a shameless service and company.
Poor customer service
I've been with Optus since they got the rights to show the EPL soccer so around 3 years or so.
In that time I've had nothing but issues with them. The connection itself was decent but any issues at all and their customer service is next to useless.
I must have wasted 4+ hours in the last 4 months trying to sort out issues over relocating my services to a new address. Not once in the last 4 months has my bill been correct. They even tried to charge me for not returning a fetch tv box. I told them I was still waiting for the prepaid package th...ey send out, they claimed they had sent two. It turns out they had been sending them to my old address, the one that THEY relocated my broadband services from! Completely incompetent. I am on the move again in the near future, checked their website and it shows my new address is good for NBN. Spoke with them regarding relocation and was told it would cost $300 for a new NBN connection. I explained the 'new property' is actually 3 years old and the current tenants have telstra NBN but to no avail. I have now cancelled my NBN/fetch TV and will also cancel my 2 mobile phone accounts when the lease is due up shortly and thank god I will never deal with optus again. Contacted Telstra regards my new address, no issues for a new account and no connection charges.
Optus advertised that they will give premium modem but they gave sagemcom modem which I never heard of. It is been just 8 days since I got connected and the modem frozen. Called technical support and they told me to reset the modem but it wouldn't reset. Finally he told that it is an issue with NBN and booked in a technician visit. But when I plugged in the Ethernet cable from nbn box to my laptop I got the internet.
Tired twice but went to tpg
We also received the cut off letter for optus cable and I decided to give them a go for NBN as the cable service has been ok. I had a scheduled time and the NBN never showed up. Second time I received the SMS asking me to be home and still the NBN didn’t show. I live in western Sydney its not like it’s a remote area or hard to get to. Now I know optus isn’t the NBN and can’t control them but then somehow on their system the NBN was cancelled and was told that I had to go through the entire sales process again? No way. Finally I said enough is e...nough and called TPG instead. I called and made the order on the 4th of sept, first available appointment on the 13th for NBN and it’s all been connected without issues, the process was much better. You get regular email updates and even a test on their end to check if you’ve been able to connect after the nbn has left.
- Verified customer
Absolute scam, one star to many
I was going along fairly happy on my Broadband Cable overhead. Then I was told that NBN was now available at my address and unless I transferred over to an NBN plan my internet and home phone would be cut off within 21 days!
So after being blackmailed into connecting to a Optus package 40mbps with Mighty Fetch box this is what has happened.
First of, how is it possible to enjoy the speed of the Optic Fibre when there has been no work done in our street to run Optic Fibre cable here?
What they did was, disconnect my overhead Optus Cable from ...the house cable and the run the house cable to an existing Telstra line that has been under my front yard for 35 years that I am aware of. It is the old copper two wire line that was originally feed our home phone before the Internet was invented. Since they have completed this easy connection I have gone through endless online chats and telephone conversations trying to have problems addressed. First it was no service, then no Fetch, then no service and a faulty Fetch box, then no service again. Through all of this and right up to present day, the speed is crap and has never equaled the old overhead cable speed.
Zero stars is too many
Please, in the name of all that is precious to you, please learn from my misfortune and use someone, anyone else. Do yourselves this small mercy and use any other provider and avoid Optus NBN at all costs.
Bad service, misinformation, lack of communication, ignoring of explicit requirements/requests and delay are just some of the qualities that have been displayed today by this organisation.
I gave them one star only because zero stars wasn’t possible. Please don’t think I’m exaggerating, I’m not. If anything I’m understating. Don’t make the mistake I did. Save yourselves, there is still time.
The worst service in my entire life
Optus cuts off annoying customers without any notification even though we just ask them for the clarification of the unintended cancellation of the order.
I newly came to Australia and needed to find an internet provider. I heard Telstra and Optus are the two biggest companies so I once trusted Optus, which was totally a wrong decision. It was nothing other than disappointment and took a month to find out that they are not willing to offer a proper service.
All their customer service says is “you are a valuable customer so I will take care of...it on my responsibility” but the responsibility was never carried out and what they did is saying sorry on the surface and actually cancelling the order without asking permission and notification. You will know that your order is cancelled by Optus when you make another enquiries for their delayed service. I seriously regret I once believed and chose Optus and definitely will never get involved with this company. Zero star.
Rubbish ! Slow speeds and agents lie !
Plan state 50mbls download, get between 9-19; was informed by the tech support agent that it was because my bill was overdue by 2 days.
Then advised that 20 is a avg speed which in no way does a 50 plan make 20mbps acceptable
Now to wait 48 hrs for it to be fixed
- ‹ Prev
- Next ›
Questions & Answers
Anyone out there with INDEPENDENT advice about 4G Home Broadband as compared with NBN?
Is it not true to say that nearly all the terrible reviews about NBN are the fault of NBN Co., not so much of the Service Providers (in this case Optus) ? In reading most reviews, it seems that the rollout of the NBN is just another example of a Labor Government's disasters, such as the "pink batts" debacle and the enormously wasteful "Building Education Revolution" (BER).
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.