Optus Broadband NBN 50/20 (Standard Plus)

Would give it a 0 out of 5 if I could, useless, aggravating, incomprehensible due to accent customer support. With an internet service that is trash, you get ping from 40 all the way to 1000 every few minutes. Moving to Spintel, detailed summary below. They have done quite a few scummy things, tried to do a bait and switch to up our plan by… Read more

"upgrading" it, price whilst also downgrading our speeds. We ended up getting it back fighting with customer support, now there is constant issues with connections. Their customer service (CS) team jerked me around for weeks only to at the end say "We have already done everything" lets not even get into the fact that you can barely make out what they are saying with how thick the Indian accent is. Their CS sucks and do not know what they are talking about, they were not even familiar with the term ping.

Given I customer support agents were like as familiar with technology as an average person in their 60s reading off a checklist, I asked to get the ticket elevated to someone that has technical knowledge, even better someone to visit and take a look physically. They said "I've done everything I can on my side, so can I close the ticket". I was genuinely stunned.

I've tried to get this issue sorted 3 separate times with 3 different agents all of them resulted in nothing.

They might have been a good service a decade ago when they actually helped and ensured proper service at a good deal. Now? you might as well be throwing your money down the drain for subpar service and time wasting, frustration inducing, useless customer service.

After many years of poor service, complaints to TIO and wasted hours on the phone I finally cancelled my Optus account. It took 1 hour and twenty minutes on the Chat Line! There were long waits, repeated requests for the same information and… Read more

multiple secret codes but I finally got it done. Now with Flip which offers better prices and personal service. Should have done it years ago!

the tech support "SANJAY" was FANTASTIC – turns out I've been bitching about slow internet because i unplugged the cable to look at the password on the back of the modem but then plugged it back in the wrong port and after some diagnostics i now have twice the download speed and almost 10 times the upload speed and that was the second call, SANJAY was super patient with me, (a full-on technophobe) Show details ·  1

Fast, reliable with 4g back up – Im impressed with Optus. They handled the changover from another carrier. A little hiccup on transfer but solved quickly. The speed is great for what I need. Customer service was outstanding both on the app and on the phone. They even phoned back to ensure I was happy with the new service. Im happy with the high standard Optus are using. I must… Read more

admit I was hesitant going to Optus but value for dollar, free modem made my mind up. The delivery of the modem was very quick. It can be used straight away with 4g 25mbs speed while the nbn connection is finalised.

Effortless sign up – After getting the run around from another company for nearly 3 weeks and using over 50% of my mobile data, stating I had a critical line error and they needed a technician sent out before they’d even attempt to activate my service, I cancelled with them and signed up with Optus. Had my modem sent out within 72 hours of signing up and my nbn running flawlessly, no critical line error, no technician needed. Show details

The one star gives to Optus customer service, if I can rate minus star I would like to give. It alway takes around one hour or more, hanging on the phone and online chat, and got nothing done and nothing solved. Call center staff members usually have strong accent in English which is hard to understand. For a small problem, I usually got… Read more

transferred among Optus departments, and had to repeat my personal verification details again and again, and again on the phone.

The Optus nbn is fast, but the price is higher than competitors. I find other providers are much easier to deal with, and with cheaper price.

If you are unhappy with Optus service and you are on a 24 months contract, and want to terminate it, you have to pay for the router, Optus desn't have the option to return the router for free, like what other providers do.

They gave me a chase around with IT support and was stating that my 3rd party router was incompatible with there services which is a shady at first because I am using a TP-link AX3000 which I haven't had problems with other providers till now. For the first week of using said router there where no problems at all but when the next bill came there… Read more

where packet loss issues (for more context droping of internet randomly) they offered to give a new modem but looking at the reviews on it is very disappointing with most customers complaining of problems themselves. So if Optus was to reply to this I would like to know why there is such a problem with this while other providers have little to none.

My Optus NBN dropped out every night, making it frustrating to use. When I complained about the price, I was pushed into upgrading to a new plan that was supposedly cheaper — but it was only for 6 months. After that, I was charged an even higher price than before. I felt misled and stuck with an unreliable service at a higher cost. Definitely not the experience I expected. Show details

THEY SCAM YOU - sign you up for contracts you dont agree too and then charge you to cancel it. Illegal and should be investigated by the ACCC. Unacceptable from a big company like this. Service support admitted to me they did not send me the contract information until after i had already signed up. They signed me up for 36 months when i was only… Read more

staying in australia for 24. Complete scam and fraud. do not use optus if you dont have to. Telstra is much better.

Just ported my NBN and mobiles away from Optus. Terrible customer service, terrible support. I was with them for 8+ years. Every customer service/tech rep you speak to bounces you around departments without even introducing you to the other departments and you have to spend hours on even the most mundane tasks with no result. The reception is as… Read more

if it's fake, I answer a call and within minutes it starts to distort. Absolutely do not recommend for anyone.

This company cannot provide the service you are paying for, they are shamefully bad and regularly refuse to acknowledge issues. They're taking advantage of people who don't know any better. Disgusting shameful company. Support will not listen to you, will never fix the problems and then you still have to pay for it, can't even load google half the… Read more

time let alone do anything else on the internet. Was even hung up on when trying to get support to pass me onto someone who could actually listen to my feedback but they just kept repeating the same nonsense before hanging up on me. This company deserves to be sued.

Optus continues to set the standard as the worst telecommunications company in Australia. I've cancelled every service I have ever had with you and my internet connection in the last - which I am now cancelling. I have tried to upgrade my service and after 4 hours of conversation, nothing has happened yet. My service is now down and after 2 days no one can seem to work out why...I'm done Show details

Just left Optus after 12 years as a loyal broadband customer, after having endured years of terrible broadband speeds and connectivity dropouts, and appalling customer service when trying to get help to improve it. Culminated in a three week exchange with the Optus tech team where they eventually told me my old (Optus) modem was likely the issue… Read more

of my troubles, and then told me that my only option for upgrading to a better modem was to sign up to a new plan with a minimum 3 year contract lock-in period. I moved my service to Aussie Broadband a week ago, and the difference in service quality and customer service is extraordinary - for a meagre $10 extra per month, and with no lock-in period. Wish I had made the move earlier. Optus - you could have kept me as a customer with a basic level of customer care and support. Highly recommend anyone searching for a broadband and supplier looks elsewhere.

Recently I got a NBN connection and the technician couldn’t get me connected. I was patiently on the phone for more than 3 hours and he couldn’t solve the issue. It was so frustrating for me.I have taken day off from my work. Optus NBN team is discasting…..will never ever go back to them….I could give 0 start if it is available. Show details

I had my nbn modem die, went to optus to buy a new one. I have had optus automatically withdrawn payments from a bsb bank account for the last 22 year. I was told that for buying a new modem that I would have to update my plan and they will only take payments from a credit card or debit card, I don't have a credit card and my debit card l only put… Read more

funds in when I need them. I rang my bank, I was told that you can put a stop to a company from with drawing fund from your bsb bank account. Credit cards and debit cards, you need to cancel the cards, and that is a hassle. Optus tried to bully me into changing my plan to credit card or debit card. This is a absolute disgraceful way to treat someone that has been loyal to Optus for 22 years. I am taking this to the communication ombudsman to see if I have a case. Will try and see my local Federal member.

So now I have no internet and I have cyclone Alfred about to hit where I live in Brisbane.

Be aware of there bullying tactics. They have lost a loyal customer, I will never use them again.

A update, I have just had HTO surgery on my right leg, I am unable to walk for a month. I have been harassed to bring back a fetch might box to the local post office three times. I have explained to Optus that I am able to walk and will bring the box back when I can, still getting harassed. I'm so sick of this company. Asked to speak to someone in Australia, was told there is no one to speak to in Australia. WHAT A NATIONAL DISGRACE

Dodgy loyalty team, try lock you up for another 36 months – I've been a long term business customer with Optus for their NBN, yesterday I called customer service to add a land line along with the internet and mentioned other competitors are offering this service for the same amount as bundle. I was forwarded to loyalty team, the team member repeatedly mentioned I need a new modem for a land line to go with… Read more

it. I questioned her twice as I can see the phone port on my modem. 2 hours later after signing up a new contract and providing payment details etc. I was told the modem is only free if I stay with Optus for another 36 months. This morning my number is activated, I connected a phone to my existing modem and it works. Why the need to lie to a long term customer??. I am thinking of going elsewhere

Poor customer service ! – Customer service totally useless! Been trying for 2 weeks to get an E-parcel code so I can return Fetch Box. Wish I'd cancelled Optus NBN as well as Fetch. Threaten to charge me $250 if box not returned within 30 days, but can't do so without the Optus code. Amazingly Optus managed to take money out of my account the day I cancelled and sent me a… Read more

survey asking why I had cancelled and what could they have done better to keep me as a customer. Yet to send me a return code is an impossibility. Give Optus a wide berth if you are looking for a reliable NBN company .

Absolutely incompetent, considering charges – Been with them for many years, needed a updated Modem. Dealt with chat incompetence over a period of two hours Frustrating waste of time, my time not theirs.I gave up and have now switched suppliers Show details

Please shut down and stop wasting Australians time – I hope you are reading this before you sign up with Optus. This is the worst most pointless time wasting company you will find in Australia. They will just have you wondering, waiting and disappoint you until you can not take it anymore. That is just service. The internet drops out constantly and is always slow anyway. Waiting for them to shut down so this doesn’t happen to anymore people. Show details

Crap service – Drops out constantly, spoke to Optus via message service. They booked an NBN technician and they never showed up. Said it was fine, now don’t respond to messages and don’t call back. Bloody joke Show details

Helpful information for any potential Optus customers – An upgrade was performed of the NBN box, now internet is very unreliable. Getting help from Optus was impossible. Was kept on hold over the course of 3 weeks for over 8 hours. Once on hold for over an hour and then they just hung up. Once on call for over 2 hours and spoke to customer experts for less than 8 minutes, on hold the rest of the time.… Read more

I put in complaint to complaints department, it takes the complaints department up to 6 working days to read notes and come up with a solution (6 more days with unreliable internet) complaints department basically told me they couldn't help me and I needed to find a new provider, but the joke is on Optus as I was already looking for new provider. What ever happened to good customer service?? If you want good customer service don't go with Optus they can't help! 3 weeks with unreliable internet and still counting, phone drops offs, computers can't find the internet to join, movies freezing or dropping off continually while your trying to watch. I hope this information helps any potential future customers make a decision if this is the type of service they really want.

Apalling Optus Customer Service - Sagemcom Modem Not Working – Appalling customer service from Optus. My Optus Sagecomm Modem stopped working yesterday. I spent 2 hours on phone to Technical Support and they took me through procedures to carry out on the modem to try to fix it. No success and I have no internet and no wifi calling and the mobile signal in my area is very weak. I went to the nearest Optus shop… Read more

today and they couldn't help as they said they are retail and so they can't deal with my issue as I'm on a plan. I stayed at the shop to call Optus customer support and was on the phone for over another 2 hours and still no resolution. I was put through to the specialist care department and spoke to someone who said they would deal with the issue and they would phone me back this afternoon to let me know what is happening. Well no phone call so I have no idea what if anything is happening. This should not be happening like this. No care and no responsibility. Optus couldn't be worse at customer service.

Disaster Service – Request staff to restore my Optus NBN plan that I had cancelled it myself a week ago (to try with another provider for a much cheaper price but the other provider couldn't make the connection work due to the Optus wireless router won't work for new provider). The Optus said they won't restore my Optus connection but I have to sign in a new plan… Read more

which is cost higher than my previous plan. I was desperate to get my internet connection at my home and agreed to sign up with new plan. They arranged a technician appointment more than 3 weeks away and made me wait nearly 4 weeks to get connection done. I waited but then after 3 weeks the technician did not turn up as arranged. I called Optus support and chat to three staffs there for over 3 hours, they did not have any idea what's my issues were and continue to move me to chat with other staff at other team and I gave up at the end. 5 days later they contacted me to follow up on why my optus order was still pending. I told them the stories and they get the manager to pursue me to stay with optus but I was definitively made up my mind not to deal with optus anymore.