Optus Broadband

Signed over from Telstra over a month ago, still can't dial into our home phone number. Took a couple of weeks to have our number transferred, currently only other people on Optus network can dial in. Spent a couple of hours on messages and phone calls repeating same information countless times. Last call left with it being escalated to a call back from an 'expert'...still waiting for the call back. Switching back to Telstra!

Reference number 1001300407

We have had the same modem for years and it’s been terrible and has consistently dropped out over the years. I made several complaints months ago which no one got back to me.

Optus finally agreed to replace my modem twice but now are going back on there word. They expect me now to return to the store to confirm my identity after I already confirmed my identity at the store 2 days ago and then wait for the downgraded modem to be delivered a week later when they have new modems in stock for new customers.

Very disappointed.

It would seem all of Optus Technical Support comes from off shore call centres and Optus are fine for those people to know nothing about the products they are offering support for. I wasted almost an hour ( including on-hold time) going around in circles, with someone from their "support" team trying to fix a problem with my new Optus modem. In the end she didn't know how to fix the problem, and I was told I would have to wait up to 24 hours for someone else to call me back and try again (Not really a solution when you are at work the following...

Left work early and waited over six hours for the technician who never turned up, not did he advise of not coming. Also waited a week and still no connection.

Upgraded to internet family entertainer 3 weeks back as the old nbn plan ran its course. Repeatedly contacted customer service to cancel the old plan and activate the new one so that we can use the Netflix and optus sport included with the new plan. I ve done the merry go around as they keep on passing the buck repeatedly. I think it is their sinister plan to make me pay for 2 different plans. Is this even legal in Australia ? Is there no protection for the customers ? Does Fair Trading Australia even listen to our complaints ?

What a horrid experience I’ve had after22 years with Optus - I just moved to another provider. I lost internet on a Sunday afternoon, 1st person in tech support I spoke to was awesome - we troubleshooted over phone and it came down to Optus modem. She said she would organise new modem to be sent and received within 3 business days. Well, Mon am I get a text from a “case manager” with link to Optus App, Optus App had network issues so didn’t work, so I phoned. Told the only person I could speak to was this case manager. I phoned Optus 6 times th...

Optus is by far the worst internet company to go through - do not even consider them. Not only is their service and availability to assist their customers completely unreliable, the actual internet connection itself drops in and out CONSTANTLY. No answers were supplied besides “try turning your modem off at the wall then back on again”. I ended up cancelling my plan and asking to be disconnected from the 1/7/22, yet my internet was cut off from 30/6/22. When I told them I was unhappy with their service they offered me $10 off my next bill if I ...

Tried to find out why I get charged for a Landline which is supposedly included with the NBN plan. 2 hours later after 3 consultants I still don't know, the experts couldn't agree! Guess I'll never find out, not from Optus anyway.

I have NBN 50 and wanted to upgrade it. I have called Optus customer service 6 times today. Every time I get connected to one agent, either they have no idea about what they are talking about or it is the wrong person trying to connect me to a different department. When I again wait for another 20 mins in the line, the new agent says I am not the right person! finally, I get through and I deal with a very junior agent who hardly speaks English and was unable to understand my request. The last agent checked my account and simply said they need to check. I have given up in the end!
I would have given a negative rating if it was possible.

I've contacted Optus to hire the broadband service, asked them if the service was available for my address and they said it was, even after Ive asked to double check again. After more than one hour talking with them, giving all my details to hire the service I was told that the service was not available for my address. A completely waste of time and lack of consideration to the costumer.

We are long term rural customers of Optus and when the NBN Fixed Wireless roll out came to our area we moved from Optus ADSL to the Optus NBN on a 50/20 plan costing $80/month with no fixed contract. That lasted a year before Optus wrote to us to tell us they no longer do "Fixed Wireless" NBN plans (I believe it would have competed with their own NBN 4G mobile plans) and if we were to stay with them the current "Fixed Wireless" would be downgraded to a 25/12 plan but still at $80 per month. By this time we had set up Optus business emails etc. ...

Had to update my wifi modem as it was out of date. Optus Lavington Albury was very helpful but the connectivity of the NEw UPdated modem is the worst internet connection we have had. It will not work at night, sometimes in the morning, and very rarely in the afternoon. I am trying to run a business! It is no use taking my lap top to Lavington Albury Optus because it works fine there. Also have it connected to my desktop and that is even worse. I cannot take that with me for help. I cannot get help on line, or by mobile phone because that does n...

Optus made an appointment to remove the aerial cable they left when the NBN was connected. We have stayed home and kept gates open for access and after 3 additional appointments made by Optus when we ring after each no show (today we again waited 4 hours) we wonder why we would keep our long time account with Optus when they fail and have no respect for their customers time.

In spite of cable broadband being available on my property and Optus previously providing the service to the property just over a year ago, Optus now claims they are unable to connect the property because the NBN database says it is satellite service. They even said they couldn't connect it, even if it was available. Don't choose Optus if you have cable broadband.

So they decided to increase the price of NBN+fetch+sports package AND make everyone pay for sports on top of that increase. Dumb move when other providers are asking $20 less for the same NBN speeds, making the total package price optus wants to rip off everyone no longer an acceptable proposition.

Soooo, i tried to dump fetch and sports and have optus NBN alone on the EOFY deals. They sneakily gave one excuse after another to make me include a new modem in the plan which comes with a 3 year equipment lock in, when i already had an existing on...