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Optus Home Phone
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- 2 reviews
Wish i could give 0 stars
In May they allowed another company to disconnect all my services. It took 10 days of me continually ringing their call centres for someone to realise what hap happened. Now its August and i have been without all services for 8 days and am receiving no help. For God's sake don't touch them!
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- 2 reviews
Shocking very bad
Optus is terrible and very unhelpful. painful long conversations with their overseas call centres and end up with zero resolution. They are so beyond useless it’s slightly funny. I’ll next have a service with them again.
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Hi there, thanks for sharing a detailed description of what's happened.
We do apologise for the run around you've had with your Optus service.
...
- 4 reviews
- 1 like
Their Incompetence amazes me, overcomplicated processes
In the last 4 weeks they managed to deliver my new iPhone to the wrong address and keep on the phone with them for 14 hours in total with customer service with many other issues. One of my biggest issues was porting my phone number and it took 6 phone calls to resolve it and what amazed me when they were able to make it go through with the exact same details after giving them the exact same ones every time but again and again being told I am wrong. I am also perplexed by how difficult they have to make it to change a plan. They make it so you h...
Read moreave to call them. I had a much better experience porting a number to Woolworths mobile and didn't have to have a single phone call, it worked seamlessly. I had multiple issues with Optus before they failed my porting and delivered my package to the wrong address. What you get after going through also this hardship is decent but not an upgrade considering how much stress and difficulty it caused me. I also have an issue regarding how all they care about is selling me stuff. I called them, someone picked up and said it would take 10 minutes to go be transferred to the next department on hold. He said he would try to help me before putting me on hold and that constituted telling me how I only have a handset on one phone out of four sims. I WAS TRYING TO GET HELP ABOUT THEM SCREWING UP. Why would I want to buy more. They don't care about the customer one bit.- Incentivised Review No
Hi Nicholas, thanks for sharing a detailed description of what's happened.
We do apologise for the runaround you've had with porting your service and the difficulties with your delivery so far. ...
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
- 6 reviews
Worst customer service ever! If I can give 0 star I would
Terrible customer service, kick you around departments like a ball. Waited on the phone for over 3 hours and everytime they ask you to wait for the transfer please anticipate your line will be cut purposely. Talked to over 7 optus staff from different departments and nothing is solved. I lost my long used business number that I carried over from other provider and paid the bills for nothing! Optus staff made a mistake connecting my nbn service to the wrong address and disconnect everything including the internet and phone without my consent! I also have over $300 credits in my account also gone without notice! Unbelievable!
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- 8 reviews
- 14 likes
Terrible service , and no customer support that will do anything
Poor, and consistently poor NBN reception despite numerous calls. Inept and inaccurate billing. Dreadful customers service . Their app for customers seems designed to prevent the customer getting any facts on their service.
Recommend you avoid them , as once you are signed it, takes a huge effort to go through all the Optus loops to get out!
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it is terrible,no one care or no where to complain
since 31/10/21 our home phone is not working, we use it as a business phone. we can't call only can live chat, after the everyday chat and they adjusted in their end, the phone is still not working, I suggest it may be a modern problem, and ask if we can change a new one. then they accept and it takes two weeks to send a new modern to make the phone work. after changing the new model, the phone can't leave a message and only ring 3 times then disconnect it. I start to live chat again and at some points, it worked occasionally. Then after they c...
Read morehange it again, it does not work again. they refer me to the resolution team and did not hear from anyone call me and then I raise a complaint and they give me a case number 100818744, no one called. Every day livechat different people tell me they will get someone to call me, but nothing, they ask me to download the app and can contact case manage from app, I did, no one answer. I have to live chat with them every day, go through the robot every day and answer the same question every day. still now, 16days ago, my case manager Aniruddha who is showing on my app still has not contacted me. I think they just want me to give up. because the phone number is for business, I can't change it straight away. we are a medical centre, now I have to answer the phone before the 3 rings, and the patient can't leave a message to cancel their appointment. I have to answer the phone call at later night and earlier morning.I am so stressed and don't know what to do.:(- Incentivised Review No
- 3 reviews
- 2 likes
Optus. Yes? No.
Previously an Optus customer for a number of years until Singtel decided it wasn't worth the money maintaining landlines in NSW, which in a rural area can be more reliable than a mobile. Connection issues, combined with a need to be able to reliably access medical services meant we had to find another Telco. Extracting ourselves from Optus should have been simple, you'd think. Since paying the last account (in advance) I would have expected a refund for the period I was no longer an Optus customer, having been through this before with Optus' mo...
Read morebile network (I was told I had to pay for the account, only to be refunded at a later date). Not so. I continued to receive accounts for the last 2 months which have now escalated to phone calls requesting immediate payment, despite numerous emails explaining the situation (helpful hint - don't call their 'help' centre, it may leave you with deep, emotional, scarring).- Transparency
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- 17 reviews
- 19 likes
Their Customer Service
Trying to get a response from Optus is very difficult. If I ring on the phone, pressing numerous numbers, I have to wait with the Optus music then get through to an overseas operator. I get passed on to different departments. More waits. It’s very frustrating indeed. If I private message them on Facebook, I never get a reply back. Ever. If I go to the chat box on the Optus app, (when the app is not down due to maintenance),I get an automated message saying they will get back to me. When I go to the actual Optus store in my area, if I don’t find it closed, there are long waits to be served. My goodness Optus. I think you really need to lift your game. Giving you two stars out of five rating is being generous.
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- 12 reviews
- 16 likes
Appalling service for the simplest thing
Have had a post paid home Optus account for many years. Home phone, broadband, Fetch. Needed a new Fetch remote after one was damaged. 40 mins on a txt chat to then be asked for drivers licence. Why? For a $29 remote that will be billed to my acct? Said no and decided to ring. 40 mins later talking to the call centre in India and then same request. Which I refused again. When pushed it told they have migrated their account info and they need ID again. Ok to post bill me monthly for my account for 10 years but can’t send a $29 remote and bill me...
Read more. Time for me to migrate my service as well. Optus Broadband in my area is rubbish and they even sent a letter admitting they couldn’t deliver the speeds we pay for. Dreadful company and zero customer service.- Transparency
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- 6 reviews
- 3 likes
Awful Company - They Lie Over the Phone & Still Send Out Bills for a Cancelled Service
Last year, our family considered getting a landline installed but although we spoke to Optus we decided to stick to our ISP for a new landline. Optus nevertheless managed to 'take over' our NBN setup as part of supposedly "helping" us get a landline with them and our ISP had to contact them to get that stopped. We phoned Optus the next day to ensure the landline was completely cancelled. Then, just last week, a bill arrived in the post requesting $50 for this landline service, one we had never used and we were shocked that suddenly Optus was tr...
Read moreying to get us to pay for a landline that had only been partly set up and never gone through with either the installation physically or via the NBN. With the bill in my hand I immediately phoned Optus and got put through to around 7 different people and at one stage the phone went to a voicemail, another time it suddenly went dead, and finally I got put through to a man with who had a strong Indian accent and I asked him to cancel the landline and explained the issue. His English wasn't great and he seemed to want to get our family to return to Optus because he asked me to tell him who our ISP was and what we were paying and about the terms and conditions of our landline service. I told him I was not going to go into those details, that they were not relevant to my request to get this unwanted service with Optus cancelled once and for all, a service that I had already cancelled last year before it had ever truly begun. He became defensive and said he "ha[s] to ask those questions". It sounded like a ploy Optus uses to try to get customers to stay with them. I don't want to talk to Optus about who my ISP is if I am calling them solely to cancel a service that we never properly set up to start with. The Indian CSR did not mention any reference numbers and as that is usually what one is given at the end of calls with ISPs, that was a red flag and I told him I wanted a number to have as a reference for cancelling this landline that we had never used. He read out a number and sounded like he was making it up on the spot. Nonetheless, I duly wrote it down and thought the matter was finished with. I was wrong. This afternoon, two days after I had phoned Optus and had the landline cancelled, I received an email requesting the $50. I contacted Optus via Live Chat as it was a Sunday, and had to go through all the details again. Once again, judging from the syntax used by the customer representative, English was not their first language and they phrased their sentences and questions in a very weird way so we had to guess at what they were actually asking us. This time I told the woman I was communicating with that if I received one more request for a bill from Optus whether by phone, email or SMS, I would go straight to the TIO to get them to resolve the issue and I typed that I was fed up with this problem and that we were not the only individuals or family to experience this problem - and I sent a link to a site showing numerous complaints online about Optus where others had this exact issue, namely they had requested a service with Optus be cancelled and were told it had been but continued getting bills and Optus would lie since every time they'd contact Optus they would be told it was an "error" on the part of the last representative and they would ensure it was indeed cancelled and so on it would go. I also let her know I was making a copy of the Live Chat and I asked her to give me a reference number for it. She gave me a very lengthy string of numbers with some letters thrown in but I duly wrote them down and saved the entire chat to a file on my pc under Optus Issues. We are fed up with Optus giving us fake reference numbers and putting us through around 7 different departments before we could get someone on the phone to get this unwanted service cancelled. I requested on the Live Chat that we be sent out a letter, via the post, indicating that Optus has indeed finally cancelled this unwanted and undesired and never used service. I was told it would arrive within the week. If that does not arrive in the next week, we will contact the TIO. It seems Optus will do their level best to continue to bill people despite the individuals having cancelled a service well within the cancellation window. I suspect many people who either don't check their bank accounts often or who are vulnerable will be taken advantage of by this company. Optus evidently feels it's fine to have non-English speaking individuals act as customer service representatives and so who have poor English and poor communication skills with Australian customers and who they allow to lie over the phone to try to placate customers whilst they still go about setting up further bills and requests for payment behind the customer's backs. Then when you do contact Optus they tell you they need to transfer you on to someone else and then when you do reach someone the call is either forever on hold or hangs up on you. It is ridiculous.- Transparency
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- 54 reviews
- 46 likes
Cant give them a minus 100 so here goes
Optus is the most incompetent, anti customer group of non professionals in the Communications industry. They cannot communicate themselves, Hide behind walls of meaningless web based "service portals" hiding he contact phone numbers to the best of their ability. If and when you actually get to speak to a person all you get are platitudes, lies and inaction. They make promises. They never follow through. The incredible farce that insured in my numerous calls to cancel my account was amazing.What ever you do be extremely careful when dealing with...
Read more Optus as they have set up their website to channel you into the most expensive contract based systems. They wont cancel or if they do you have to check and recheck their promises. The other issue is they give you fake references numbers if you ask. as every time the next consultant states they dont recognize the reference. Bottom line a very anti Customer Croup that is intent on billing, short on support and delivery. The best example of how to abuse web based commerce- Transparency
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- 2 reviews
Professionalism and compassion combined!
I very surprisingly received acknowledgment and understanding from my usual honesty about our circumstances and limitations regarding a late bill
It was a refreshing experience to have telling the truth being acknowledged
Thank you Optus
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- 10 reviews
- 10 likes
If I coud give optus a negative 100 on this review I would! The most incompetent company in the universe!!!!
I've just spent the last most infuriating 4 hours of my life on the phone with Optus talking to a minimum of 16 different incompetent customer service people all based in India.
I was following up on an approval given by one of the CS people who agreed to extend the switch off date for our home cable phone service by 15 months as we can’t move to the NBN for medical reasons at this time. We were promised an extension to be confirmed in writing and as no letter had been received I was following up. It’s been a nightmare day dealing with them, ...
Read morebeen transferred to 16 different people who have no idea of what customer service is and resolving customer’s issues. I finally got through to a complaints person who was similar to the previous 15 incompetent CS people and told that they can't switch off "the cable service" anyway which is totally contrary to the letter OPTUS sent advising that the 'OPTUS CABLE' SERVICE will be cancelled on the 5th Oct 20. He of course wouldn't put this in writing and proved to be another completely useless time waster. Everything they have said to me today is total and utter crap!! How Optus can employ such poor incompetent Indian people is beyond me! I requested to escalate the matter and talk to their complaints Manager or area which is also offshored to India, manned by the same incompetent customer service staff with poor English skills unable to provide a solution to my issue. Again I've gone around is circles, achieved nothing and wasted more time with numerous incompetent idiots based in INDIA. I requested to talk to a complaints manager based in Australia and they've confirmed there isn't any.- Transparency
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- 5 reviews
- 2 likes
Optus is not capablle of getting our internet to work
We moved into our new house in June last year and we still don't have reliable internet.
I have spent hours on the phone and live chat and they keep saying they will send someone from their team or the NBN team out but they are always cancelled to so "troubleshooting" as the "back end".
It took months to get connected (sent our 5 technicians from the NBN but were all from the wrong department) and when we eventually got it connected it drops out many many times a day.
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Your a joke!!
Not worth rating!! Countless phone calls to get my internet working after organising my relocation to another address prior moving and was assured there will be no issues.
STILL NOT WORKING.
Don’t ever go with Optus.
- Incentivised Review No
Questions & Answers
I made an overseas call on landline yesterday. How can I find out how much it cost?
You can just call Optus and they can give you a time and a cost, don't let them tell you they can not as they can ok. But you will be suprised as I have mad calls to Croatia and it's been cheeper to p...
Read morehone by land line than these $10 overseas cards you can use from any phone and less numbers to enter. Always remember if your bill is to high to ask for an extension,/ payment deal that have to honor your change in surcomstance. Wishing you the best Bec xo
i joined the phone plan yesterday but i don't want this phone anymore，can i return it and change the tariff package？
it's a mobile plan, iPhone6s, 86 dollars per month.
If I can change the plan, what should I do and how much should I pay. ...
Read more Thank youAre you talking about a home phone plan or mobile plan? There is a big difference between the 2, if you give me a bit more information I might be able to help you. You don't need to give any names/add...
Read moreress/or any other details just plan type cost and what type of bundle plan you have got.phone plan，iPhone6s，86 dollars per month
Get an answer from our members and Optus representatives
Details
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Hi there, dawnric. Thanks for taking the time to leave a review. We're sorry to hear you've been without service for a while and are struggling to get assistance with getting this resolved.
If you're...
Read more still needing a hand, 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.