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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, ...been 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.
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.
Too many issues to list.
Don't go with Optus, it's just not worth it.
The amount of issues we have had with Optus is obscene that I don't have the energy to list it all. The main points are having constantly been overcharged, disconnection of phone line for no reason, constant drop outs and countless hours spent dealing with their "customer service". Just don't do it.
We ended up having to go to the TIO.
Trying to get inbound calls to home of my elderly parents. Transferred to Optus to be part of bundle arrangement with NBN. Home phone was not disconnected but not connected either. Then Telstra and Optus decided to squabble over it. Took 3 weeks to be able to make and receive calls. since the squabble can make calls but all incoming calls go straight to voice mail . My father is incapacitated so they wont check anything without seeing him, we have had technician out all he did was check that the phone rang. Sick and tired of all drama associated with this - why we have to go on to NBN God only knows! A nightmare for my parents
Optus -Ask the call centre for a call reference that you can give the telecommunications Ombudsman (180 0062 058)
Optus website states
"Listed below are the porting times / days, between providers. It can take 15 min to 4 hours for a port to complete during these times:
•Mon–Fri: 8am–8pm AEST
•Saturdays: 10am–6pm AEST (except national public holidays)
For requests outside of these hours, your service will remain active with your existing provider until the next porting day."
However after the NBN was installed . A 88 year old with angina and breathing problems, who lives by herself , who was on priority assistance with Telstra is still waiting for her number to be ported.
The paper work was received by Optus over 2 weeks ago and as yet the 88 year old has the NBN but no telephone number....No one can contact her and she can't ring out. When we rang Optus the Phillipines call centre said that although the Optus website says 15 mins to 4 hours, it actually takes 10 days, even after we told them that it was lodged 2 weeks ago (Optus also confirmed that it was lodged over 2 weeks ago) and that the elderly lady lives on her own and is not of good health. In her case, it's life threatening, we have told them this. We are not asking for any special treatment, we are asking for them to port a number they should have ported over 2 weeks ago. They want us to wait another 10 days! and who knows what will happen in another 10 days. We threatened them with the Telecommunications Industry Ombudsman 1800 062 058. The ombudsman asks you to resolve it yourself, so try and do this and ask the Phillipines call centre for a call reference that you can give the ombudsman. This is what we are doing now.
Optus - simply the worst
Being forced to switch to NBN. Optus sent a nice letter with a link that asks you to commit to their NBN service BEFORE you can see what you are committing too. Only an idiot would agree to that. So forced to do everything via the phone (way to go Optus making your phone numbers to easy to find on your webpage) - chap at the call centre gets everything wrong all the time, even when you politely point out the errors he still can't amend them correctly. Never encountered a company so clueless and with such a poor approach to customer service.
NIGHTMARE OPTUS HOME PHONE
Trust me save yourself the absolute headache!!! Go with anyone but them!!! Since the nbn so many issues even wirh internet...keeps dropping out...Do not waste your money!! Absolutely rubbish and pathetic service when you call. These people don't and can't help. The only thing they are good at is brushing you off to the next person...and lying.
My home phone had no dial tone. Three times this has happened. I found out they keep de-registering my number even though i pay my bills.
I'd call optus tech support & cust service (it's all rubbish), ...they muck you around. Keep referring me to another person. They promise you call backs never happens. You never deal with the same person beginning to end. I just switched providers & no issues since. No more hassles.
I'm pretty sure you need to take an IQ test to work on their help line and if you pass, you don't get the job. Or maybe the problem is that they can speak but not understand English. Their greatest fear seems to be that a staff member might be doing nothing for a few seconds before answering a call. That's why it usually takes at least half an hour for a call to be answered. The most you can wait is 90 mins. At that point they will just cut your call off. Why can't I give them a lower rating than one?
Why can't I select no stars? Stay away from Optus!
We informed Optus of our move 2 weeks beforehand. They say they sent someone out to connect our new phone line which we need for internet to run a home business. A week later they tell me that the connection was done via the exchange (so they lied). Then another week passes, countless phone calls, transfers and on hold for hours still no resolution. I lodge a formal complaint on their website, says they will be in touch in 2 days..another week passes..more phone calls still nowhere. So 3 weeks after the move still no resolution and no managers ...available when we call to escalate. We were told if we opened a business account we would get access to better and Australian based support teams but have never spoken to anyone in Australia, not that it would make a difference if they could help. So 4 mobiles, home phone, internet, optus sport will all be switched to another provider..
Before you could have 14 differents emails with Optus. Now you have to submit your request and go through them, I can't delete or add usernames anymore.
Going through them is a nightmare, you wait almost one hour before they answer and then often they don't understand what you want.
Absolutely dreadful customer service
My debacle started in December when I received many nuisance calls on my home phone, despite being listed on the Do Not Call Register.
I arranged with Optus to have a new, silent number issued. I was given a new number which was changed after I had advised family and friends of the new number! But never mind, the new number took over two weeks to be activated anyway. But then the nuisance calls continued. I found that my new, silent number was listed on White Pages online!
So I rang again and I should mention that each call to Optus is ...over an hour each time while you wait to be connected, vetted, and reconnected through different departments. It is the most frustrating waste of time! I again requested another new number that was unlisted after being told firstly that my “unlisted” number would be removed from White Pages online within 48 hours. After a week I called again to be told it could take up to three months to have the number removed from publication! So I got my new unlisted number after a few more hours on the phone! I’ve just received my monthly bill and it shows a fee of $33 for a new number! Before this bill arrived, I requested cancellation of the service, which includes internet. I’ve had this service for many years so I didn’t make the decision lightly. I had requested for the disconnection on 8th May. This was nearly impossible to request as each time I phoned and was vetted, I was connected to the retention department! Apparently they don’t have a disconnection department. I should add here that I phoned early April to request the disconnection on 8th May, but was told that was too much notice and I should ring in the same month that I wanted the disconnection to occur. So I rang on 1st May. This bill I received today shows i’ve been charged for the service from 1st - 31st May. So another call today after 9am..... I’ll update this review after the call.
Pathetic customer service - support - product = Optus
My parents had their Optus land line service cancelled for no known reason. I called Optus and when l finally got through to them after 20 minutes of waiting they directed me to their sales department.....who then directed me to their technical support team....who then directed me to their activation team....who then directed me to their sales team (again) who tried to direct me to their nbn billing team...but failed. My phone died.
So patiently l called them again. Same process but instead of being on the phone with them for over 1 hour l was ...
They take your money and we have no service. Switched to NBN and they said they didn't "migrate" it properly. Our old business number has gone and we can't get it back. Took them 6 weeks to give us another number. They have also over-charged me $600 for a year for a mobile service a advised in writing to be taken away. Not in the new contract I signed which I thankfully found a hard copy of as when I tried to retrieve my contract it says deleted 3 weeks after signing. Funny that
Incompetence used my landline and gave it to a new NBN customer
How is this for incompetence. I notice my landline was not working. Called Optus. After 3 calls and waiting for over 90 minutes, I am told they accidentally allocated my landline number to a new NBN user. I am not on NBN. I have had my landline number for 4 years. How does this happen. Now I have the inconvenience of waiting for this to be resolved and I have to do the running around and all the while I am without a landline and I work from home.
Optus still sending me bills even though service cancelled and router returned
After a year of constant dropouts and data chewed up by same, I went through the agonising process of cancelling Optus, received a postpac and returned my useless router, Optus is still billing me. I spent five hours and subsequent maddening hours on the phone but was assured by customer service that my Optus mobile broadband account was cancelled and I returned the router in the postpac they sent me. I was assured there was no penalty for terminating the contract nor to pay out the router because Optus had lied to me about reception for my are...a. A tecchie told me in fact the reception for my area - Port Phillip Council area, was full of black spots. I am still getting online bills and have no trust or inclination to call them again when they have been utterly unable to communicate with their own departments, let alone provide communication for me which caused a year of frustration. I am now with Vodafone and it has been a delightful, easy, simple and terrific service. Get with Optus at your peril, but if you do, make sure you get the truth about your reception.
Accounts dept not good
I am on a month to month wireless broadband at $70 per month which seems okay. However last week I received an invoice for $137.74 stating Iwas behind and would be receiving late fees. Considering this is the only correspondence I have received regarding this matter it seems a little unethical. Also I paid the first payments straight away and, although there is a visa record, it is impossible to find a detailed history from Optus. My credit rating is very important and it worries me that I could get a negative report on such a trifling amount.
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 phone 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.
Are 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/address/or any other details just plan type cost and what type of bundle plan you have got.
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