Optus Mobile

Very poor customer service. trying to cancel a service that is no longer being used. have given them all my details, including account number, phone number, my details including name etc, everything they need to access my account from their app, not good enough I have to complete a "cancellation form" on line" !!! yeah of course I will

Terrible customer service and shocking company to deal with. They won’t give me my transcript from yesterday as I needed it to verify the info they gave me from the transcript. I was asked why I want to access my own transcript. After 30 mins back and forth, and sent me a link to enter in sensitive data like my birthday and account no, etc. … Read more

Then told me I have to wait 30 days for the transcript!! I will never again in my life or my children’s life be an Optus customer!!

Terrible experience and customer service is terrible. They didnt set my internet up properly so it never connected and they didn’t bother follow if up I had to call and ask what was going on and they just said they can cancel it and can’t help. I signed up for a special deal before the time ran out but when I followed up why my internet wasn’t… Read more

connected or working they said they can’t honour the deal and I’d have to pay full price again or cancel.

Deplorable existing customer care. We have a broken prepaid - enquired re a new prepaid - it comes with $39 sim credit. BUT if we use our existing No we "LOSE" that credit & if we use that sim we LOSE MONTHS of existing credit. 3 attempts to not… Read more

lose any credit has resulted in a complete waste of hours on chat or phone. I see no point in staying with such a deplorable lack of care or service & am now researching an alternative carrier - one that seems to cost less because no matter what we do some money will be wasted staying with optus.

My plan was $35 then it went to $39. The coverage is ordinary but ok Now I am told they are removing my discount and my plan is going to cost $55 a month What $#@**** discount it's the first I have ever heard of it. Never ever again will I deal with this mob . Been a loyal customer for more years than I can remember. Good bye and good riddance Show details

Immediately lost a star as Optus use StarTrack - Budget for a failed ''delivery attempt '' and a trip to somewhere to collect. Apart from that, I find their service good in the main metro areas I care about. I also find their pricing competitive, overall. I often use my phone as a hotspot, and overall, it's a good experience (phone bought… Read more ·  1

through Optus and used on an Optus Plan/Sim).

I liked their recent Galaxy S26 offer. It persuaded me to ''renew'' a contract a little earlier than planned: the straight-up hardware pricing for just a phone, without any tablets, watches, or buds I don't need, suited me.

I was travelling and accidentally deleted my e sim and had to call the Optus team to fix it and for some reason i couldn't receive any emails as well to varify my identity as well it took a while but both of the staffs helped me get through the process and had my e sim ready quiet quickly and i cannot thank them enough! So happy with the help both of them. Show details ·  1

I recently purchased a house I had very poor to no Telstra service it was suggested to me to switch to OPTUS so I called into the Optus store in Launceston and the manager Shahad was fantastic I couldn’t have asked for better customer service he was amazing, he set me up with a fantastic deal and I’m now happily enjoying finally having internet for the first time in 2 weeks I couldn’t be happier Show details ·  1

Serious RISK!! Optus DOES NOT disconnect prepaid numbers for a minimum of 6 months. I requested them to disconnect my number as I do not want to use it (no, i am not talking about meta data) but they have no provisions in place to disconnect numbers. Which means they will withhold our information for 6 months, and then the number goes into… Read more

quarantine for another 6 months. ABSOLUTE NIGHTMARE.

Disconnect my number and remove all my details except the required information as per legislation.

YOU ARE BLOODY DISGRACE TO HUMANITY OPTUS.

Recently registered an account with them and can't do nothing because the person in store spelt my name wrong or date of birth or some other personal information wrong now I'm blocked out of the app can't access anything and all they want is more money for data etc [Content Removed] joke Optus Australia Show details

The coverage in Brisbane CBD is pathetic. Download speed around 10-20mbps, upload speeds around 5mbps. During the day is virtually unusable, have to wait til after 8pm or before 5am to actually use the internet. Since I moved here I cancelled all my streaming services, watching a movie is frustrating, constantly buffering. Simple apps like Google maps, Translink, Gmail never loading properly Show details

Awful service. Tried to get the phone landline service cancled, and they end up canceling the broadband internet service, when that wasn't what was specified. For the best, as I do not want anything to do with them anymore.

After dealing with Optus Help for over 5 years regarding a phone which was lost which I still unknowing paid for, I have learnt the following on how to get help from Optus. 1. Dont waste your time with the website chat bots they are beyond useless 2. Dont Ring the Help line they are useless too Neither of the two 1 and 2 above have access to… Read more

your "File" and can only give vague and AI Bot responses. You need to speak to store manager in the store where you purchased the phone or the sales person you spoke to, they are the only ones who have access to your information and they are the only ones that can help. Ring Optus and ask to be transferred to the store or ask request a call back. I hope this helps someone avoid the frustration I have have dealing with Optus.

I applied to get an extension because off Financial hardship and they just stuff around with you for 7 hours when I was just trying to make a payment plan. I couldn’t message them on the app because they just give me no access to it for 7 hours I had to go to my sister house to use her internet so I could reply to them. I also told them I need to… Read more

message my mum and they didn’t care which led to my mum coming to my house to check on me when I told ace the customer service guy he response sorry for that and still stuffed around with me. Is this how you treat people who need financial hardship. Then the next morning I went to see my mother and she said that she couldn’t sleep because she was thinking about me you stuffed around with me, my sister because I had to rock up uninvited and she was worried why I just randomly rocked up and my mum. This is not good enough

If you want to pay off one device to purchase another device earlier i suggest you wait till the contract expires and even then I'd do my due diligence on the process before committing to it as there is a lot of red tape nonsense and time wasting their for i give 0 star

Went to drop off mobile at store northland. As requested by Optus. Staff member wouldn’t accept the phone. Did not know about there insurance policy ( nonsense ) withdrew 377. Dollars from my account without authorisation at 10 o’clock at night so you can’t call ? Ring Optus you can not understand them don’t speak English ? . On phone for 5 days… Read more

for over one hour put on hold ask a question put back on hold . Who what the hell is this company Optus you are shameful . Twenty years with you? Don’t give this company a chance to do your head in and treat customers so inhumanely because no one knows what they are doing? No one can help they can’t speak English? wTH Happened? OPTUS HELLO HELLO anyone there . ???? Hello Optus

Hello, I would like to make a formal complaint regarding the ongoing network issues I have experienced with Optus since purchasing my phone and plan in April last year. I have contacted Optus support countless times regarding poor reception, unreliable data, and network outages. I was repeatedly told that my area only supports 4G, however the… Read more

issue happens not only at home but also in many other locations. My internet and calls often do not work properly, one Time I travel far from my house GPS failed couldn’t find my way back home and if I am in a basement there is almost no connection at all. I mainly use my mobile data outside my home, yet I constantly receive messages saying my data is low even though the service quality has been extremely poor. I also visited the Highpoint store and was given a replacement SIM card, but nothing changed.

This experience has been very disappointing and stressful, especially after paying for a service that has not worked reliably for such a long time. I would appreciate this matter being properly investigated and a suitable resolution provided to yours customers THIS IS NOT OKEY

Thank you.

We went to the Optus store in Brookside Qld to get a new $10 sim that they have been advertising and the staff member I felt with didn't know anything about it. We tried to find it but waz unsuccessful and sadly we ended up with a 5gb for $13 for seven days..

My experience with Optus has been one of the most frustrating and disappointing interactions I’ve ever had with a company. I reported multiple faults with my device, and instead of assessing all the issues under Australian Consumer Law, Optus pushed me into a confusing “warranty pathway” that I felt pressured to accept. They replaced the device… Read more

without properly assessing the faults I originally reported. They never provided an assessment report, never explained the outcome, and never gave me the choice of remedy that ACL requires when a device may have a major failure.

When I escalated to the TIO, Optus was given a deadline to respond. They missed it. Then they missed another week. Then another. I was reachable the entire time, and Optus provided nothing — no evidence, no assessment, no explanation.

The TIO confirmed that Optus did not assess all the faults. But because Optus had already replaced the device, the TIO said they couldn’t investigate the original handset anymore. The complaint was closed on the basis that “if the replacement device develops the same faults, Optus will refund you.”

So after months of stress, delays, and contradictory information, the outcome I received was: Optus didn’t follow ACL, didn’t assess the faults properly, didn’t meet the TIO deadline, and I now have to wait for the replacement device to fail before I can get the remedy I should have been entitled to from the start.

Based on my experience, I strongly warn others to avoid Optus. Their handling of my case was careless, dismissive, and completely lacking in accountability.

For the second largest Wi-Fi provider in Australia, Optus Wi-Fi coverage in Melbourne city is woeful. Recently back from the Philippines and I get better Wi-Fi coverage there than with Optus in Australia. Stay away from them if you can help it Show details