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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.
Hi Edward,
I'm sorry to hear about the experience you've had with us regarding your modem, this is certainly not the experience we want you to have. ...
Read more We'd be happy to take a look and provide further assistance to sort this out for you. Could you please send us a Private Message on Facebook → www.facebook.com/optus or DM us on Twitter → www.twitter.com/optus and include your ProductReview username in your message and we will be able to look into this matter further? RobynIt 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...
Read more day). In the mean time I phoned a buddy of mine who actually works in IT. He diagnosed the problem (by listening and asking intelligent questions) in under 2 minutes. He also talked me through the steps to fix the problem within the modem settings. This is the difference between an IT professional and a clueless call centre operator. I would have thought that offering quality customer service (especially technical support) would be a high priority for a company selling technology products and services.... but obviously not! I would happily move to another internet provider, but unfortunately I suspect all the big players offer the same zero concern for customer support . Perhaps it's time to look into some smaller companies?- 3 reviews
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.
Hi there, John. Sorry to hear the technician you had booked in didn't show up and that your connection is still no working. We'd be more than willing to help out with this.
Our Social Media team is a...
Read morevailable 24/7 and is ready to assist either over Facebook message: www.facebook.com/optus or Twitter DM www.twitter.com/optus.Find out how Optus Broadband compares to other Internet Service Providers
Know better, choose better.
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 ?
Hi Chandra, thanks for sharing a detailed description of what's happened.
We do apologise for the runaround you've had with cancelling your old NBN plan....
Read more It's certainly not the level of service we aim to provide so we'll ensure feedback is passed on in regard to your experience. Our Social Media team is available 24/7 and is ready to assist either over Facebook message: www.facebook.com/optus or Twitter DM www.twitter.com/optus. If you send us a message there and include your ProductReview username, we’ll grab some details securely and see what we can do to help. SarahThanks for the generic message official rep ! Hope there was a social media group / platform in facebook / twitter for disgruntled and unsatisfied optus customers where we could vent our frustration o...
Read morer organise some sort of action on behalf of us all.- 34 reviews
- 16 likes
Absolutely Terrible Support-22 year customer and swapped to other provider
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...
Read moreroughout Monday with promises this case manager would call me, I can’t call them. I miss her 1 call during day, but can’t call her back. I waited at home all day Monday, no call. I missed working as I had no internet and no idea when it would be resolved. On Tuesday I phone again, can’t get thru. Again, I missed her 1 call. Called support, promised case manager would call me by 3.15, no call!!! I get call at 7.30 pm from her, I found this person to be so intrusive and unprofessional, she goes through troubleshooting with me and tells me nothing to do with Optus, NBN issue. Organises NBN to come out, which I can’t have until end of week. Guess what, NBN comes out checks everything and it is perfect. In the meantime, I switched my service to new provider, plug in new modem and Ta da, everything works perfectly!!! The whole time it was the Optus modem that was issue. If that case manager had just gone with first techs advice and just sent me a new Optus modem, I would have had internet Wed, would not have missed 2 days work and would have stayed with Optus!!Hi CathyS05,
Thanks for taking the time to provide your feedback.
...
The problem is the technical support structure, the fact I could only speak with the 1 case manager assigned to my issue, and couldn’t speak with another or have my issue escalated. I spent 4 hours on...
Read more the phone with Optus. I stayed home all Monday and Tuesday near my modem waiting for a call back - just a call not an actual home visit. I was at the mercy of this 1 case manager. This is an unrealistic expectation to ask of your customers. And the Optus App had issues to boot.We're sorry to hear about your experience, Cathy, it's definitely not the experience we wish to provide. We've passed on feedback about your experience to relevant teams for review.
If you need furth...
Read moreer assistance, our Social Media team is available 24/7 and is ready to assist either over Facebook message: www.facebook.com/optus or Twitter DM www.twitter.com/optus. SarahDO NOT CHOOSE OPTUS. Optus is the biggest waste of time and money.
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 ...
Read morewere to stay with them - of course I declined this sad excuse of an offer. As soon as they had approved this, the 24/7 helpline seemed to be completely unresponsive. Optus has very poor customer service and internet connection.Related Articles
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.
Hi Kurt, thank you for reaching out. It's not good to hear you have been charged for your landline when it should be included with your NBN plan and the run-around you have experienced with trying to ...
Read moreget this resolved. This is certainly not the experience we would want for our customers, and I'd like to make this right.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.
Hi John, thank you for providing feedback about your most recent experience.
This is not the kind of experience we strive for and I apologise if we made you feel this way.
...
Find out how Optus Broadband compares to other Internet Service Providers
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- 2 reviews
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. ...
Read moreso changing was not an option without major work. Years later we are still on this plan but it appears on the 16/11/2021 our download was cut to 10 mbps and upload hovers around 3 mbps. I would like Optus to explain why those PAYING FOR legacy NBN Fixed Wireless 50/20 that were reduced to 25/12 CAN NOW ONLY GET 10/3 whilst being told the bill is now going up $5 a month to $85?? - After 16 years with Optus (yes I know, IDIOT!!) I am now going to be moving to an honest reliable provider with customer service to match at a far cheaper price. As Bruce Willis would say - "Yippee-Ki-Yay, Motherf*****." - never to return and anyone I meet will be advised to AVIOD OPTUS AT ALL COSTS................ The above are my opinions only. And no Optus - I do not want you to palm me off onto any of your Social Media or User run knowledge bases - just take some bloody ownership of YOUR Business.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...
Read moreot work very well where my computers are. Funny how optus still works on my mobile phone which has a different mobile no. So it is not because there is no internet available, it is because for some reason my wifi modem does not connect??? Becue it is so bad I use a voucher for a recharge. Now the voucher recharge is for 10 days onlly. Which means on a $10 recharge I am spending $1 a day??? When did this happen? Respectfully something needs to be done.Hi there, sorry to hear you may be having some issues with us. Our Social Media team is available 24/7 and would like to look into this further for you. They can assist either over Facebook PM → www.f...
Read moreacebook.com/optus or Twitter DM → www.twitter.com/optus. If you send us a message there, please include your ProductReview username. ^GeorgeFind out how Optus Broadband compares to other Internet Service Providers
Know better, choose better.
- 3 reviews
- 1 like
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.
Hi there, sorry to hear you may be having some issues with us. Our Social Media team is available 24/7 and would like to look into this further for you. They can assist either over Facebook PM → www.f...
Read moreacebook.com/optus or Twitter DM → www.twitter.com/optus. If you send us a message there, please include your ProductReview username. ^George- 4 reviews
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.
Hi Maggie, if your property is NBN ready, then we'll be unable to provide you with any previous technology available, such as Optus Cable. This is something that was part of the government's nbn contr...
Read moreact. Now that the nbn build is complete, we no longer offer Cable or ADSL to customers, only nbn. We do however have Optus 4G & 5G Home Internet. You can view more details on those plans here → www.optus.com.au/broadband. If you're still needing assistance, our Social Media team is available 24/7. They can assist either over Facebook PM → www.facebook.com/optus or Twitter DM → www.twitter.com/optus. If you send us a message there, please include your ProductReview username. ^George- 4 reviews
- 9 likes
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...
Read moree barely 18mths old. I was on the chatline for THREE hours whilst they transferred me from sales to technical to god knows what and back to sales again without resolution. End result? Full service cancellation. Going elsewhere.Hi there, RSIM. Thanks for taking the time to leave a detailed review about your experience, we're sorry to hear it was a poor one that led to you cancel your service(s) with us.
We'll ensure this f...
Read moreeedback is provided to the relevant teams to better improve our customer experience in the future.Questions & Answers
iam with telstra NBN HFC 50 mbps i pay $80.00 a mouth with land line phone and Binge streaming service and all works well. but would like to go to optus i like the EPL etc
as any one had any isues
It’s great until you need support then you become a ping pong ball
Don't wastes your time. it's not free as they have advertised and on the network, can't live tvs let alone watching ELP live games.
Half of the time, optus net buffers let alone watching live game . ...
I am leaving them they charge me over $100 a month for nbm and landline phone, and it is so slow,call centre from the Phillippines forget it !Any time i have had anything to do with a comp...
Read moreany thats call centre is from the Phillippines, i get overcharged, i get rude or else incompetent call centre peopleThis is worst Broadband igive to optus less than cero star worst custumer services i been 2 days without internet then can help me know igonna change provider
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Details
Category | Internet Service Providers | Internet Service Providers | Internet Service Providers | Internet Service Providers |
---|---|---|---|---|
Standard Monthly Price | $75.00 | $95.00 | $80.00 | $90.00 |
Typical Evening Download Speed | 45Mbps | 90Mbps | ||
Promotional Monthly Price | $79.00 | $99.00 | ||
Promotional Offer | $79 for first 12 months on Internet Ultimate Plan. Customers who sign up or change plans to a new $85 Internet Ultimate Plan will pay $79 per month for the first 12 months and then the standard in-market plan fee (currently $85 per month) thereafter. Offer ends 4 April 2021 unless extended. This plan comes included with one Fetch Mini Set-top Box. | $99 for first 12 months on $105 Internet Ultimate 100 Plan. Customers who sign up or change plans to a new Internet Ultimate Plan 100 will pay $99 per month for the first 12 months and then pay the standard in-market plan fee (currently $105 per month) thereafter. Offer ends 4 April 2021 unless extended. This plan comes included with one Fetch Mini Set-top Box. | ||
Max Upload Speed | 20 Mbps | 20 Mbps | 1 Mbps | 5 Mbps |
Service Type | NBN | NBN | NBN | NBN |
Packages Available | Bundle and Standalone | Bundle and Standalone | Bundle and Standalone | Bundle and Standalone |
Contract | Monthly and Set Period | Monthly and Set Period | Monthly and Set Period | Monthly and Set Period |
Data Allowance | Unlimited | Unlimited | Unlimited | Unlimited |
Max Download Speed | 50 Mbps | 100 Mbps | 12 Mbps | 25 Mbps |
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Hi AJP, thanks for sharing a detailed description of what's happened.
We do apologise for the runaround you've had since porting your service....
Read more It's certainly not the level of service we aim to provide so we'll ensure feedback is passed on in regard to your experience. Our Social Media team is available 24/7 and is ready to assist either over Facebook message: www.facebook.com/optus or Twitter DM www.twitter.com/optus. If you send us a message there and include your ProductReview username, we’ll grab some details securely and see what we can do to help. Sarah