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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...ying 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.
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...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
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
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.
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.
Too time consuming to try to talk to someone
My concern is not with the product but the service (or lack thereof). It is simply too time consuming to try to get a simple answer to a simple problem.
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.
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.
phone plan，iPhone6s，86 dollars per month
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