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Do not go with Optus
I signed up to Optus NBN hoping to upgrade my home network from Optus mobile wifi which I have had for about 16 months at the same address. Here is what happened:
1. Optus sends me an NBN router then send the technician to the wrong address.
2. Optus bombarded me with text asking me to connect by NBN when the technician never showed up.
3. When I contacted Optus again they said oooops mistake, they will send new router and technician to my address.
4. The technician shows up but the new router doesn't so the technician installs the WRONG router...
Terrible Service - Don’t Waste Your Time
Terrible, shocking “customer service” - some of the worst I’ve ever experienced. I had to spend hours on the phone to get my internet installed and have been offered no compensation for the fact I didn’t have internet for 3 weeks - during COVID, when people work at home. Completely incompetent and rude staff. The line would “disconnect” halfway through calls so I had to keep calling back, and then the case manager would be in “meetings.”
I have had Optus internet for about 2 years. I recently moved house, and Optus mishandled the situation f...rom start to finish. They said the NBN box would be at my new place, but it wasn’t. They said they couldn’t book anyone to come for 2 weeks. When that person came, he set it up and said in a half an hour it would turn on. It didn’t. Then they kept saying it would be another 2 weeks for someone to come. I finally got them to agree to send someone sooner. The day they were supposed to arrive, they called and said actually it wouldn’t be for another week. While on the phone with them, the technician called and said he’d arrive in 30 minutes. It still didn’t work, but luckily this technician took sympathy and personally escalated it to get it resolved since customer service was completely incompetent. All through, they offered no support, no sympathy, no compensation and no solution for the fact that I work from home and don’t have internet. The staff was rude and wasted hours of my time with misinformation. I have filed an official complaint and will be changing services. What a terrible waste of time and money.
- NBN 50 (Speed Pack 3)
- Verified customer
Optus make a lot of mistakes at the customer's expense
* Offering to refund fees and then not refunding them
* Not providing details of options the customer has signed up for. In our case we signed up for Phone Everyday 10 and not WorldSaver Ultimate, but were charged $10 per month for WorldSaver Ultimate and had to pay an additional $40 to cover local phone calls
* Received a SIM card for a new Ultra WiFi Modem with 4G Backup, but not the modem
I've been on the phone with Optus for 3 weeks now. Dozens of phone calls and no resolution. The speed is extremely patchy with drop outs... speeds as slow is 0.5mbps and on average 6-7mpbs. Customer service always says service working as expected, no fault.
I've wasted hours and hours on the phone so I'm going elsewhere now.
terrible customer service hung up on me
I wanted to go with Optus NBN plan, when the service guy was told that I will not change to Optus mobile plan at the same time, he said will charge me NBN connection fee whereas the day before he said no connection fee coz I am an Optus customer already, I pointed out the confusion, he immediately hung up on me. What kind of service is that? Does any company need those people to represent and get rid of the customers so they can get paid? I have been with Optus for over 1.5 decades, obviously it means nothing to big companies like Optus
I'm with optus NBn since October 2019. The connection is very poor. Allways droping off. I had this issue 6 times within 4 months. Again i have the same issue today. When i talk to coustomers service the are passing the issue with each other. No solution since 3 days.
Don't get any connection with Optus. Very very poor coustomer service and company. Don't waist your time and money with Optus.
The reviewer stated that an incentive was offered for this review
Liar optus service center
First, they don't keep their promises 25/08 When I first contacted them, they promised me to fix them within 24-48 hours.
The next day, 26/08, they said they would send me a technician 27/08 1pm-5pm On the 27th,
no one came and couldn't get any contact, so on the evening of the 27th they told me that the case manager would make sure to contact me the next morning,
and the morning of the next day, they still didn't contact me, I was told that when can I speak with case manager ?
And someone said going to make an appointment to get back in ...
The reviewer stated that an incentive was offered for this review
Fantastic NBN deal for heavy use, including heavy gaming.
I have been with Optus for 2 and a half years. I am on nbn 50 speed pack 3 unlimited data. I have FTTP and have no trouble whatsoever. I am a very heavy gamer. NO drop outs!
Horrendously terrible rip of merchants
I signed up with Optus in March 2020 I received my modem not long after as soon as my first modem was connected the troubles started and I mean a lot of troubles. From March til July I had 5 technicians at my house, one of which was here for over 4 hours. I have had new modems, I have had new cables, I also have had no internet for nearly 3 months and internet drop outs for the rest of the time. I was told by an Optus technician I would be compensated for all the times I had no internet (have proof of I was told this), and Optus are no refusing...to compensate for all the times I had no internet and only offered half of 1 bill in the 5 months I had no services which is pathetic amount when I should not have to pay a bill for services no in use. Customer service is rude as heck, pathetic, pass you onto many people, and lie to you. Absolutely hate Optus and do not recommend them what so ever.
Better service and price available
I called Optus somewhere around the 11/8/20 to request a new connection to my new place by the 21/8/20. I was told 5 to 7 working days. I got an email on the 13/8/20 saying that NBN Co had completed the first time connection and that all I had to do was plug the modem in when I got there. I received another 4 emails reminding me that the service was active and I just had to plug the modem in.
Tried connecting the modem on the 23/8/20 and got nothing out of it. I called tech support they told me that it hadn't been connected yet.
I called back ...
Horrible customer service with ''live'' chat
Spent multiple days trying to have my service cancelled via their Chat service as you cannot call the billing department. Was the most painful experience I've ever had. Avoid at all cost.
- NBN 100 (Speed Pack 4)
- Verified customer
Getting good speeds and customer service was excellent recently
Checked my NBN speed recently and my 100Mbps NBN service was getting 110Mbps. Other checks showing 105Mbps. I also had an issue with my Fetch box and Optus very promptly sent me a replacement unit. My old Fetch box got deactivated a bit prematurely but that was because the courier only delivered one part of the new Fetch box package and marked the delivery of new Fetch box as complete so Optus deactivated the old Fetch box expecting me to connect up new Fetch box. Cannot blame Optus. I have been overall pleasantly surprised with the positive experience.
First day connected to NBN, it died. Lucky modem came with 4G backup, but not a good start with NBN. Terrible system.
Internet speed....not as advertised. Called Optus and now will have to wait a few days for another technician to come. Disappointing.
Hopeless all round. Avoid
I've been with Optus for a while mainly to access their sports coverage. The internet has always been patchy and getting a response over the phone has been like pulling teeth but I persevered anyway because I like my football highlights. The proverbial straw that broke the camels back came when we moved house.
I called to move our service to the new address 2 weeks ahead. I was assured that it would be ready on arrival all we would have to do was connect the modem. I knew this was too good to be true. 4 days of back and forth with hopeless cal...l operators, a couple of days of work missed, empty promises to follow up, having to explain the saga everytime my call was finally picked up and i'm switching providers - had enough. Terrible product. Terrible service. Terrible call centre. Terrible staff. Avoid.
bad customer service! Privacy explosion
Optus NBN is a joke.
Imagine paying for unlimited data and living in a first-world country and still have an internet connection of a 5th world country. The biggest clown award goes to Optus Broadband. Good job.
Loving the Services
the speed and Services are really good so far I'm enjoying my services with the 5g Home broadband. the only thing I would need to improve on is the location of the 5g tower or how the modern finds it. it sometimes drops out or just come to a complete stop
To my fellow Australians do not use Optus
My Mum has been with Optus for over 20 years and it was time to go to another Better/Cheaper Telecommunications Company (there are many out there)
On the 25th of June I signed Mum with another Telecommunications provider for her Home Phone and NBN.
Optus made it hard for us to leave to the new provider for months, DO NOT sign up with Optus for any product they will give you a headache when you leave (and trust me you will leave) they are still billing Mum and we are not even with them anymore.
Trust me my fellow Australian it's not worth the H...
I have been and Optus broadband for only 1 month I was give 160 gb per month this lasted for about 1 week. I contacted customer service and they gave me another 85 gb since then I have received a barrage of TXT and email messages with varying percentage warning most of these supposed usage for are when I have been sleeping or watching tv they could not tell me where this data is going as I have no apps on my phone ( I retained my bigpond account for practical reasons) At this point I would recommend Optus to my worst enemy.
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.
Questions & Answers
Huawei B818 modem and mobile broadband is extremely unreliable, sometimes it works perfectly at 40M/p/s some times 0.2m/p/s. When you plug in ethernet cable Huawei B818-completely stops working. I want to understand how to fix?
I am trying to cancel Optus service and calling them. But it is really hard to connect with them . I how can I cancel their service without making phone call to them?
How much to buy the B818 4G WiFi Modem outright
Optus list the B818 modem as part of a month to month plan with the price being $281 for the first month ($216 for the modem and $65 for the 200GB plan). Due to this, I would believe that $216 would be the RRP for this modem.
You might be better off calling your closest Optus store (if they're still open at all with this pandemic happening) as I have had to go to one of their stores to purchase a modem outright in the past (or in my case, a replacement modem due to dropping my old one and breaking it). I can't remember if I had to prove that I had an existing plan with them already so if you're trying to buy a modem without having a plan be sure to check that you can buy one in that situation first.
Also, if you're currently on one of the Wireless Broadband plans, there is a clause in the Critical Information Summary which says that you can't remove the SIM from your existing device so if you are looking to replace your current device with this modem be sure to check that you can do so.
Sorry for the long winded answer.
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