Optus Mobile

Worst experience ever – After being told that my phone needs to be 'fixed' 3 times and replacement would happen..... what a load of crap if anyone ordered a pizza and only got half the company would send out another without question this company can't seem to deal with a lemon phone I have been very patient through covid..........no more..... Show details

What’s the point for replying me some useless messages every few minutes when in the end I was told he/she don’t have the expertise on my recharge concern. Ain’t the CS supposed to be trained to answer question? Or is he/she taking a break during all these time? Show details

if you want cancel a plan, it closes your account, like no receiving txt or cellular signal if you want re-open it, you have to stick with the same plan, if it's $100 pre-discount plan, you pay $100 ok i will pay you $$$ so i can bring my number to others and never look back Show details

I ordered an Optus SIM card online for $275 on 16 November. Australia Post attempted delivery on 18 November, but incorrectly marked the address as wrong. The SIM was returned to sender. What is unacceptable is that Australia Post then attempted to return the item to the Optus warehouse twice, and on both occasions the warehouse address was also… Read more

marked as incorrect. As a result, the SIM card is now effectively lost, through no fault of mine.

I have contacted Optus multiple times (calls and online chat) and provided Australia Post tracking evidence, clearly showing the delivery failures. Despite this, Optus keeps insisting that I must “wait for the item to return to the warehouse” — even though Australia Post has already attempted this twice and flagged the sender address as invalid.

Optus is now refusing to issue a refund, despite the fact that: • The SIM was never delivered to me • The return failed due to Optus’s own warehouse address issue • I have full tracking proof from Australia Post

This is extremely disappointing customer service. The amount may be small, but the principle matters. Customers should not be made to suffer or chase endlessly for an issue caused by Optus’s own logistics.

I would strongly advise others to be cautious when ordering physical items from Optus online, as customer support has been unwilling to take responsibility or resolve a straightforward issue.

I bought a $39 Optus SIM card from Woolworths, which was on special, to use in my wireless 4G router. It seemed like a great offer, providing 65GB of data for a month. When I installed the SIM and set it up on my 4G router on Friday, it worked perfectly without any issues. However, on Saturday, when I checked my connection again, I found that it… Read more

was no longer working. The router was connected to Optus 4G successfully, but there was no data access. It displayed an error page in the browser saying “Something's not right. Prepaid autorecharge customers using AutoRecharge using tablet or Modem: Optus Flex plus with Autorecharge turned on may experiance issues accessing data on weekends. You may be able to access data by putting in to phone....xxx” When I purchased the SIM, there was no indication that it would have any restrictions when used in a modem or router. I called Optus support, and the first person said she had removed the auto-recharge and asked me to try again. I tried several times, but it still didn’t work. She then transferred me to technical support. The next person immediately said that this SIM was meant to be used only in a phone, not in a 4G modem, and wanted to end the call quickly. I explained that there was no clear indication of such a restriction on the SIM packaging, and that it had worked on my router the day before. But he clearly didn’t want to listen. If I had known about this issue earlier, I would never have bought the SIM, as I specifically needed data for my 4G router. He insisted that the SIM was for mobile phones only, not modems or routers. I’m very disappointed, especially because the SIM pack clearly states that it is compatible with phones, tablets, and modems. In the end, he told me to visit an Optus store to get it sorted out. I explained that I hadn’t purchased it from an Optus store, but from Woolworths. He then told me to go back to Woolworths for a refund — which is not possible, as this is clearly an Optus issue. This support agent simply tried to pass the problem on instead of resolving it, even though the issue seems to be related to the SIM setup itself. Eventually, he asked me to go to an Optus store, buy a $2 SIM, and call back to transfer the balance — without any empathy for the time and inconvenience this would cause. I feel really let down by Optus support. This situation clearly amounts to misleading advertising — something Optus was penalised for recently — yet it seems they are still doing it. Optus support appears to be completely ineffective, unable to resolve even a simple SIM card issue. Very, very disappointed. If I could give less than one star, I would.

Early Recharge on Optus 365-Day Recharge Plans Will Result in Loss of All Remaining Days I just want to share my bad experience with Optus’ 365-day plan so others don’t make the same mistake. Be aware that when you recharge, the new 365-day plan starts immediately on the day of recharge, not at the end of your current plan. This means you lose… Read more

any remaining days from your previous plan (data rolls over).

In my case, I recharged early under the impression that any new 365-day recharge would simply extend from the end of my current plan — like other “long expiry” services do. Instead, my early recharge caused me to lose 38 days, roughly one-tenth of the plan’s inclusions.

When I contacted customer service, they couldn’t (or wouldn’t) do anything to fix it, even though Optus’ own website says that long-expiry plans can have expiry extensions of up to 84 days. Apparently, Optus considers the 365-day plan different from a “long-expiry” plan.

Source: https://www.optus.com.au/prepaid/faq "Expiry extension is the ability to stack your expiry period. When you recharge before your expiry period ends, any remaining days you have will be added to your future recharge. For example, if you recharge $35 on day 25 of your current recharge, you will have a 31 day expiry period on your new recharge."

So it may be reasonable to expect a ordinary customer to know and understand Optus treats its own 365-day and long-expiry plans differently? That’s absurd. The terminology is confusing, the policy isn’t clearly explained, and the customer service team just shrugged it off.

This feels like a deceptive and unethical business practice. Optus should be upfront about how these plans work, not rely on fine print or technicalities to make customers lose paid time. It should be a warning at the time and place of recharge.

I’ve been with Optus for 2 years (on both prepaid and postpaid) and I’m glad to have finally found another provider. While customer service generally tried to help when issues came up (even offer benefits - half price etc) it was always a task to get things resolved. The deal-breaker for me was their random policy changes—specifically being… Read more

charged/trigger automatic AUD $5/day for daily roaming, even just to receive text or voicemail. Optus doesn’t offer a product that truly suits Australians who travel frequently.

On top of that, despite paying $55/month, calls to Middle Eastern countries weren’t included. For me, this made Optus poor value compared to other options

Outstanding service. I want to mention the awesome experience I just had with Optus. I needed help to reduce my bill. Optus sure did deliver! I was met with friendly and helpful staff via the chat feature on the Optus app. They not only applied a $3 discount to my account for the rest of the year but they also waived my overdue bill because of my… Read more ·  1

customer loyalty. This is exactly why I choose to say YES. Thanks Optus, would chat again. This is not a paid review: I made Optus aware of my want to write a review only after being offered the aforementioned benefits. See screenshot.

Rude personnel and very slow support! Here is my chat with Optus tech support about low internet speed. I spent 3,5 hours for nothing. Just have a look how Optus talks with the customers - I attached the screenshot.

I’m on a family plan with Optus, it’s Me, My Mum and My Dad, simple right? We’ve been with them for about 2 years and ever since that [Content Removed] data breach earlier this year its services have gotten worse and worse and WORSE EVERY DAY. We are paying 203 DOLLARS FOR INTERNET THAT CAN BARELY EVEN GO PAST 1.5mbps, It’s only been completely… Read more

[Content Removed] random days where the internet will go to the speeds WHERE IT SHOULD BE EVERY DAY!!! Take this picture I took, this was the speeds it was at by the time I’m writing this review. All I ask from you Optus is simply speed up our internet, and I will be happy, until then? You can all [Content Removed] yourselves.

I’ve used mobile providers across Europe and Australia never had this happen before. Optus charged me and my girlfriend $20 combined in “Daily Roaming” fees, even when roaming and mobile data were disabled on both phones. I spoke to an agent named Agadipo, who acknowledged the issue, but nothing changed. The next day my girlfriend was charged… Read more

again, despite no use at all.

The system Optus uses enables roaming by default, and they refuse to disable it from their side even if you request it. Their advice? “Disable your SIM or use airplane mode.”

That’s not a solution, that’s a trap.

This should be illegal. Do yourself a favor and stay away from Optus.

The company itself is ok (like most data companies) but the service representatives are quick, caring and very helpful; Jimz in particular went above and beyond for me. My issues with Optus itself include having an immediate $10 data fee as soon as you hit your monthly limit as the default setting (as opposed to their much better ‘infinite data’… Read more ·  1

setting), the fact that they were charging me with a device protect fee which I didn’t know of and didn’t want, and the fact that they slap you with $15 overdue fees if you miss the auto payment. Expect random monthly charges around 50c each such as “payment processing” and “sms charge” as well. Finally, you gotta contact the service reps to get a decent deal with roaming, don’t just do it yourself as the app will give you a poor deal (in my experience). In regards to the “device protect” fee, my representative was able to credit back two months of these extra payments when I asked.

All that being said, the coverage is good, the customer service is quick and very helpful, and I got a pretty good deal for a new iPhone with them that I was able to pay off years ago with a reasonable plan.

Thanks Jimz

Optus’ customer service has taken a very large plummet in recent years. I’ve been with them since I was 15 years old. 3 decades of paying bills on time & keeping it pretty simple and I have officially reached the last straw. Unexpected death of… Read more

one of my children recently resulted in me having to fund a funeral. As most will know, funerals are expensive & when it happens unexpectedly you just don’t have the chance to save for it. I had a bill overdue (just got missed because of all this) and I get an email saying they were going to restrict my services on the 8th of the month. My child’s funeral fell on the 12th so I reached out to Optus to see if I could just have a week’s breathing room to get things together and I would pay then.

The uncaring & uninterested customer rep would not grant me a week. Instead he granted me til the 12th… the day of the funeral and told me that I would have to call on that day to get further extension if needed. I said, but that’s the day of the funeral. Isn’t there anything you can do so that I just don’t have to stress about this? He said no, because my next bill falls due on the 12th & he just can’t extend it further. I requested to speak to a manager twice but both times were ignored. I could not believe that there was no care or factoring in of my situation and I was treated simply like a pain in the backside. Because of this experience I lodged a complaint with their customer relations team in the hope that someone there could help me. I requested to be contacted only via email as I was trying to focus on organising my son’s funeral and you know, being a grieving mother. However Ernesto from customer relations simply ignored my request and called me at all hours of every day leading up to the 12th. I was getting text messages (have attached) telling me if I needed to reach him I could simply email the customer relations email & he would respond. I sent 3 emails. 3! None of which were responded to. Instead he kept calling. I just couldn’t handle any more of this Optus stress so I took money out of the money I got together for the funeral and paid the bill on the 12th hoping this would be the end of it.

3 days later on the 15th I’ve received multiple emails stating my new bill hadn’t gone through. The “new bill” was last month plus this month. I figured the system had gotten confused because I had paid the last bill on the day the new bill came through so left it as I thought once the system caught up, it would reflect just my current bill, but nope. It did not.

Instead the next email I got was “we’ve been trying to contact you about your unpaid bill and as you have not paid, we’ve now restricted your service”. I’m sorry, what?? I paid 3 days ago and now my service has been restricted???

So I jump onto Optus chat, already skeptical that I’m going to get any help. I was told by the first rep that I still had an amount owing (new bill that fell on the 12th) and my service restriction would not be lifted til I paid that. I argued with this person because every customer is entitled to a 10 day grace period for bills before it’s restricted. I was simply told by the uninterested staff member “bad luck”. I requested to speak to a supervisor because after an hour of arguing with this id*ot, I was raging.

Got sent to supervisor named “[Name Removed]” who I went through the entire saga with again and after yet another hour with him speaking down to me, and explaining his version of the situation like I was an id*ot who just didn’t pay her bill, I was told he could not help & that he would have to send me to yet another person. I asked him why the customer service rep who set up the initial payment arrangement did so for the 12th then? If it was going to cause all of this, why wasn’t I informed? Why didn’t he arrange it til the 11th instead so this drama wouldn’t happen? Another example of Optus staff incompetence! All this [Name Removed] did was feign a fake apology but refused to come to any kind of arrangement or help for me… instead telling me I would need to be transferred to get financial hardship assistance when I was not experiencing financial hardship, just needing the 10 days grace period I am entitled to for my bill!! it was actually unbelievable. The attitude I got and the lack of de-escalation skills from this so called “supervisor” is astounding. How is it that someone in such a high customer service position could be so unskilled at customer service??

. Every time I have to contact Optus you get passed around to all different consultants before you get someone who will help because they just don’t want to deal with you. It’s so terrible. I was in tears after nearly 3 hours of this cr#p because I felt so defeated and uncared for by a company that who I’d been with for over half my life and paid thousands and thousands of dollars to.

When I finally got sent to a financial assistance person, he had me fixed up in 15 mins and gave me another 20 days, which I was grateful for but did not need and paid the bill a week later.

I now see, after reading many reviews on here, that I am not alone in this experience. I am not under contract so I will be shopping around for a better company for mine & my family’s mobile needs! Steer clear!!