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Disgusting customer service
Honestly the most disgusting service I have ever experienced so far with any business in Australia. I signed contract for samsung S21 in April. The phone has been overheated ever since the first day I used it. The fault was confirmed by registered Samsung technician but your technician reckoned there wasn't any problem. Until now, which is 2 months after, my problem is not resolved and I'm still using my old phone. It is absolutely disgraced
I transferred my company account and decided to give Optus a go.Main reason was,we were going to have a dedicated account manager.Great,no long waits shunted around Telstra’s overseas call centers who know nothing yet promising the world.
As soon as we signed up with Optus the account manager Disappeared back to overseas call centers and on top call drop outs poor WiFi
Optus also confirmed NBN connections to my office.Not true!
Moving back to Telstra as they now have an Australia based Buisnesd management center and at least our call won’t drop out.
YES to poor customer service
The reviewer stated that an incentive was offered for this review
I have NBN disconnected since Tuesday and after a long discussion by texting Optus offer to send a technician on Saturday, yesterday,.
The technician did not arrive till now without any message or excuses. I've been trying to contact them and they're not answering my online texting.......
My wife and I are working from home also my daughter has an online exam tomorrow.., .,bad service and it's customer service
Very bad customer service from online staff
Very bad customer service. Each time I call i get a different response from staff. Very inconsistent. Once a i got a staff disconnect my call despite im not rude to them . Not to mention when I call, there is different response from each staff every time. 1/5 no question.
As soon as I discovered an ID theft on my mobile account I notified Optus. Four weeks later my account shows a debt to Optus of one new phone which was dispatched to a foreign address on a false mobile number. Not only a new phone but also a new iPad was ordered. Now a bill of $303 normally $35. It took four weeks to block and suspend the foreign number. Now I have to prove with document evidence that my ID identity was stolen with photo ID and Statutory Declaration. It will take another two weeks for them to CONSIDER my case.
Never again will I trust Optus with disgraceful customer service.
OKish service but terrible customer service
I've used Optus Prepaid because their offer is attractive and being my secondary phone number, I didn't mind the poor coverage. However, god forbid something goes wrong with the service and you need to deal with their customer service... I had one technical issue with the Optus App happening twice, a few months apart. The app is the only way one can manage their Flex subscription. First time it happened, it was only solved after my complaint was escalated. The second time, I had a very misinformed and rude agent telling me they won't refund me ...the recharge that I couldn't cancel due to Optus app not showing me the active subscription, because I used too much data on that day. He was looking at the wrong time period because he didn't know that Flex auto-recharge kicks in at 11pm on the day of recharge. That came after he was insisting on educating me about the Flex Plan I had been using for months, and then blaming it on me for not being specific that the auto-recharge on that day was processed at 11pm. My fault indeed that it didn't cross my mind to mention it, since it was clearly stated both on their website and in the critical product information he was pushing me to read carefully (again)... I've spent hours sorting out these things and having to deal with their own employees' consistent lack of knowledge about Optus products. Not worth the effort anymore.
After years of being a loyal customer I can not believe the decline. Customer service now all app chat based, no phone contact, can take hours to get responses for simple queries. Recently ended a lease plan and renewed. The amount of confusing texts, calls from call centres with no record that someone else had just called, or saying I had a different phone on my lease made it feel like I was being swindled, and I wasn’t even debating the outcome for lease phone. I regret renewing.
They changed my plan
I had a plan with optus 24 months and they changed the plan after 6 months and said to me that all African countries is out off the plan then they started changing more than $2/min
Got a samsung galaxy watch 3
Got a Samsung galaxy watch 3, on a 36 month plan, from the kippa ring shopping centre, in redcliffe qld. the lady that served us was great. had a sense of humour, was efficient and curtious. happy customer, would go back to that store again. they are happy to answer any questions, and they are just, friendly
Den of thieves
Call me old fashion?! But companies used to update customers when plan changes were made in their favour..Its kind of their duty of care! To make sure customers aren't being overcharged for something thats become way way way cheaper due to technology advances... I remember ages ago I was on an internet plan paid a certain amount for a certain data limit.. I receive a call that X amount of monthly charges will decrease and my data limit will increase to unlimited because of plan changes
Not Optus tho... they sneak into your house at night and ...empty you wallet.. I have a $45 plan for the last 3 years come with 4Gb of data...with a $10data add on... seems that a $45 plan now comes with 20Gb if data... how long have you been overcharging me.. in times if.. Covid financial stress and all that... Not happy.
Misleading information on website
In website they mention 25% off for all Victoran who join $65 plan before 30 June and when I contact them and they refuse offer and they told me on some service they give even I proved with screen shot and shared link but they refused like no Mention on website. I also attended screenshot here.
Fantastic customer services
Been with Optus for about 3 years now and customer service have been brilliant. I have called them to get a better deal and since there wasn’t a better plan, they just knocked off $10 from my monthly bill - all coz I gave them a call and spoke nicely! Amazing customer service, cannot fault them!
Literally go with ANYONE else
Optus are a bunch of idiots. They pushed me to use the online services and then I had to sit there and have them waste 2.5 hours of my time to still have no resolution to only then be asked to call because they couldn't action the request.
Optus also added an $11 monthly promo onto my account yet could not tell me what the promotion was...only that I had signed up for it, when I hadn't.
Was looking to change my plan today but now I will be changing providers.
STAY STAY STAY AWAY FROM THIS COMPANY.
Worst company ever. RIP OFF
Paid cap for over 2 years then keep sending random bills without explanation, then asking for 650 outstanding for device keep sending bills even after cap ended and worst customer service when you go to centre.
CUSTOMER SERVICE IS AMAZING!!
I can’t believe there are so many bad reviews on here!! I joined Optus around 7 months ago and I’ve found there customer service to be second to none. They went above and beyond to help me, even before I became there customer!! They fullfilled every promise they made when I initially signed up for a sim only contract, they said after paying a couple of bills they would pass me for a handset and they did! I was prepaid Vodafone for years, even postpaid before also, but when I applied they knocked me back although I didn’t have a bad credit ratin...g I just didn’t have enough info from other creditors as I have no credit as such. There customer service was non existent and brutal! They were rude and unprofessional to the extreme!! One guy was working from home and I could hear his kids in background and other ppl talking and when he was rude I got upset he covered phone with his hand and talked in Filipino (I’m not racist my kids are half filo) to other ppl & they start laughing at me! I couldn’t believe what I was hearing. I’ve never experienced that in my life! I had similar experiences 2 more times and then brushed it changing to Optus. Straight away they offer me the SIM card first due to lack of credit info to go on. Then when I paid 2 bills they signed Me up to a plan. When Ive had any problems they’ve helped me in an understanding & caring manner! I was moved by how caring they were about the chronic pain I live with. So I’m confused as to why theres so many negative reviews on here! Not once have I had anything bad to complain about apart from the connection itself, I agree that it should be WAY BETTER!! it’s very hard to connect to my hotspot for some reason! And signal isn’t amazing but it’s enough for me!!
Questions & Answers
i want to activate my new phone with my old number
Does Optus offer a cooling off period for mobile plans sold?
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