Optus Mobile
Verified5,288 reviews
- Pre-Paid Sim Only
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- Post-Paid Sim Only
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- Post-Paid with Phone
AI reviews summary
Pros
Cons
Verdict
Feedback for Optus Mobile is predominantly negative, with customers frequently highlighting frustrations regarding customer service accessibility, network reliability, and billing transparency. While a small number of users note satisfactory experiences when dealing with staff in physical stores or finding competitive plan pricing, the overall sentiment reflects widespread dissatisfaction with administrative processes and technical support.
Extremely Disappointing Customer Service My experience with Optus customer service has been extremely disappointing. I have been trying to get my SIM activated while keeping my existing mobile number, but the process has been unnecessarily stressful and frustrating. The biggest issue is the poor customer service and lack of a smooth resolution.… Read more
Customers should not have to spend so much time trying to get a basic service activated. I expected better communication, proper assistance and a much more professional approach.
Appalling Customer Service and Direct Breach of Australian Consumer Law! I strongly advise everyone to avoid the Optus store at Westfield Doncaster, Melbourne . Their customer service is non-existent, and they have a complete disregard for Australian Consumer Law (ACL). I bought a premium phone on a 24-month contract, and it suffered a Major… Read more
Hardware Failure (completely lost network functions and went into SOS mode). Apple officially confirmed the hardware failure. Under the ACL, for a major failure, the consumer has the legal right to choose a brand-new replacement or a refund. I explicitly rejected a repair.
Instead of helping, Optus staff and their Case Manager completely ignored my legal rights. They forced an unwanted repair and swapped the internal logic board, returning a "Frankenstein" phone with completely different Serial and IMEI numbers that no longer match my original purchase box. This heavily devalues the phone for any future resale. The Case Manager explicitly told me in writing that "Optus will not provide you with a new device" and tried to shirk responsibility. Even Apple technicians confirmed that if I bought it from them, they would have given me a brand-new phone immediately.
Optus Doncaster takes your money for a brand-new device, but forces a refurbished, mismatched device on you when it breaks. I have already escalated this directly to the TIO (Ombudsman) for a formal investigation. Save yourself the stress and nightmare—do not buy from this store!
Hi Bahareh, we're very sorry to hear about the experience… Read more
Optus charged me $ 2.20 for non direct debit fee! what the heck is this? Poorest service and poorest connections and they charge premium. too! shameful. I will never work with Optus again. Show details
Hi Seb, thank you for providing your feedback. All of our… Read more
Reviews with attachments
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
Hi Rebecca, thanks for sharing a detailed description of… Read more
All I can say is absolutely ridiculous!!! I got the Motorola n50 flip on a plan 12 months later the screen started splitting where the fold is… I took back to the shop to be sent away to boomerang (their assessor’s) staff in the retail store said they will send it off but because it’s physical damage it will not be covered and they only have a 1… Read more
month warranty in store policy… anyways , 2 weeks later I get a msg saying to call Optus, over the 3 hours back and forth with Optus and Motorola I had no foot to stand on, but as I found out that Motorola phones have a 24 months warranty and due to the phone cracking along the fold of the screen it’s classified as a major fault!! And under sections 259, 260 and 263 of the Australian consumer laws and the phone being under warranty I had all right to ask and receive a refund… I put this forward to the resolutions team. They kept trying to not give me what I’m entitled to and even tried to force me into another contract if they would pay out the remainder owing on my phone and that’s something I did not want!! So I pushed to have the phone wiped from my contract which I was able to get plus a 50% refund on my phone that I bought on contract. The next day I had the retailer email me stating that the assessor’s have denied to fix my phone to due it being physical damage WHEN IT WASNT and said they I’ll have to pay out the remainder of the phone… little to their surprise I’d had already contacted Optus resolutions team and I accepted their offer… the Optus retail store still were still pushing that it hadn’t been resolved. So I went into the store the next day where I got the phone and showed them the email from the resolutions team… they did understand but were still pushing that it was a physical damage which I had to explain so many times that it was not physical damage BUT a MAJOR MANUFACTURING FAULT!! Even tho this had been resolved the retail team were still persistent that boomerang will reach out to me. I said no, I don’t have anything to do with them as I’ve already put in a complaint to the tellacommunication ombudsman… if you do have this issue I highly suggest you contact them if you can’t get the outcome you are after with the resolutions team from Optus. TIO do a fantastic job and PLEASE KNOW YOUR RIGHTS section 259,260 and 263 are your rights. Don’t let Optus bully you remember if your phone is under the manufacturers warranty and your phone has had a major problem like a folding phone cracking on the fold then you are covered. I’m in the process of porting my number away from Optus and I will never own a flip phone or go with Optus ever again. But one positive thing tho, Optus staff from the call centre, and resolutions team were amazing. Even tho they tried to force me into getting another phone on a plan they were very friendly and accommodating once they know I knew my consumer laws rights
And one last thing NONE of them know what they are DOING!! There is no communication between retail store, call centre or updating their systems. Even Motorola told me to call Optus back as Optus buys the phones off them and retailers are responsible for faults, boomerang are the worst assessor’s. And don’t listen to their 1 month warranty crap. The consumer laws trump Optus policies.
As seen in my photo when the crack appeared, the screen protector started to lift up too. I take pride in my phones I have so when this happens it’s unacceptable.
KNOW YOUR RIGHTS !!!
Hi Jermaine, we're sorry for the run-around and frustration… Read more (+2 replies)
Slow Internet performance especially for international connections during peak hours where transfer rates are 1mbit/sec at best. Not competitive with Telstra or Telstra wholesalers. $39 per month for 45gb which drops to 25gb & price is jacked up to $44. Signal strength usually poorer in comparison. The few times I & friends/family have had Optus… Read more
sometimes the voice call quality is poor or even no sound at all. Imagine calling someone & one person can't hear the other. Is this Telstras or Optus' doing I don't know. The advertised 250mbit speed limit means nothing. You will probably never approach that. Went with Belong. It has pretty much been like this for 15+ years.
Hi Ralph, it is disappointing to hear about the trouble you… Read more
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Here we go again OPTUS won't let you unlock your prepaid locked Motorola G35 as you can see what problems have been talking to Amaysim so decided to get it unlocked on the phone have spoken the Optus staff of which all have been [Content Removed] and very hard to talk to but can't unlock a pre paid phone. Unless I go into a Optus Shop which is… Read more
going to cost money for a maxi taxi to take me to a Optus store about $35 each way as I am disabled which means a big problem to get there and then pay the $80:unlocking fee under 6 months with only 33% heart function and very low blood pressure and after contacting the OPTUS disability section people couldnt help and hard to understand 2 other [Content Removed] Optus Staff. So Can't find any way to do this over the hone another day of getting help that says you can do all of these things on there website. But seems unavailable anymore. FALSE ADVERTISING OPTUS and AMAYSIM [Content Removed] OWNERS AND [Content Removed] STAFF WHAT HAPPENED TO AUSTRALIAN STAFF.
Hi Peter, we are quite sorry to hear about the trouble you… Read more (+7 replies)
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
Hi Cara, sorry to hear you weren't able to get the help you… Read more
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
Sorry if you feel that way, Andy. If you cancel a plan this… Read more
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.
Hi Ravinder, thanks so much for reaching out and for taking… Read more (+1 reply)
Latest follow-ups
Optus sent me Texts and Emails stating Your HMD 800 TOUGH Mobile Phone last used with service number XXXXXXXXX will be blocked from 20 Oct 2026 to comply with mobile safety requirements. If i choose to do nothing they will still charge me for a… Read more
service i am not receiving but will not refund the balance of my year long pre-paid service, After an hour or more on the phone they offered me a $1 mobile at a service charge of $60 a month. 3 times what i pay now. I pre-paid on 18/6/2026 NO MENTION then that my phone would be blocked come Oct 20. Optus - Poor service, Poor country coverage! I've got to buy a new phone they get a bigger sale!
Follow-up · They explained the BLOCK was due to Govt Regulations. The end result was that i had to buy a new phone! Another sale for Optus. After that had another outage in our area as the power was off more than 4 hours. Spoke to 4 different people, the last one finally explained what was going on and a few hours later phone working again.
Hi Colin, we understand your frustration and we're sorry to… Read more
Bad bad experience – Went up to the munno para store to sign up for internet plan, couldn't sign up as they had no internet and couldn't give me a wireless modem as I had to sign up over the phone, 4 days later modem turns up the sim card wouldn't work with the modem… Read more
contacted support "oh it takes up to 4 hours to register" next morning still not working.went back to the store to get a new card (as advised by support) "oh we can't activate the card here, our system won't let us" (another 4 day wait to get a card from the warehouse), ended up ringing up and cancelling my contract and was told I'd have to pay for the modem (not a kb used) then told "no don't worry you can keep it" If the left hand knew what the right hand was doing optus could be a good company but alas no one has a clue.
Follow-up · Well since the 000 black outs. Glad I didn't swap over
Hi Craig, Thanks for reaching out and raising this with us.… Read more (+1 reply)
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Bad experience with mobile internet – It's unbelievable slow internet I ever seen It's said 5G but it's slower than 3G. Show details
Follow-up · I am with coles mobile right now they are with optus as well what I have noticed is once I am at home the data not working or go very very slow force you to connect to your wifi. It is a jock and all the providers doing the same.
Hi Bee, thanks for reaching out. I'm sorry to hear about… Read more (+1 reply)
Positive reviews
Existing Optus customer, no previous issues. Simply wanted a data plan to use in Netgear modem and was asked for all sorts of personal data, credit checks and then copies of bank statements for a $20 per month deal ! Took an hour and the service… Read more · 1
representative was extremely hard to understand. If they explained all of that prior to wasting an hour I would have simply said no thank you and taken my business to a company where you get treated with respect. Checked with other mobile providers who do not require so much sensitive personal information. I was treated like a 17 year old !! Absolutely disgusting !
Follow-up · Optus support called and did a great job of resolving the problem. I now have my data plan without having to provide my great grand parents dna. Thank you Lou, you, on your own scored 10/10
Went to Optus to upgrade my phone they could not have been more helpful and friendly patient just brilliant service.. do yourself a favour and if needed a phone or other service Moonee ponds Optus highy recommend.. brilliant, helpful, friendly.. Show reply
After Abysmal customer service, coverage, dropouts, dead sim card and only 3 weeks into the process. from Moose mobile and after their transition from Optus to Vodaphone. I decided to go back to Optus. The Erina store was fantastic. Many thanks and appreciation. They get a 10/10 for customer service, knowledge, flexibility, interpersonal skills… Read more · 2
and a Mobile Plan that would suit me best. I was a mess because I had a dead Moose sim card ,no landline or NBN so totally isolated. As we all know our phones are our lifelines to so many things. Josh the Store Manager and Josh the team member were exemplary. Probably just another day for them. I went from stressed to happy within half an hour. I wrote a personal thankyou in the store, so they knew i meant what i said. Happy to return to a civilised network.
Negative reviews
If anything goes wrong on your account (it will, pretty much every month), it will take you 1 hour minimum on the online chat service to get anything sorted out. Forget calling someone, they want you to enter your details on a form and that goes nowhere. You will be passed from person to person and each and every time you will have to fill out a… Read more
detailed form to identify yourself. I have had to do this 3 times on the same chat! INCREDIBLY frustrating and by the time you get to someone who can help you, you are past reason and are totally annoyed! When you think the issue is sorted, next bill comes in and NOTHING has changed. Optus...I wish to speak on the phone with an Australian, in Australia. Just instigate this one thing and your business will be transformed. After 20 years as a customer (and nearly 20 years of anger and frustration) I deserve to have my issues dealt with in a timely manner. If you say you are doing something do it. Give people that answer the chat the authority to support our basic billing issues. Being passed around the business (overseas, I am sure) is so incredibly frustrating. OPTUS, YOU ARE NOW, OFFICIALLY, 100% CRAP
Hi Michelle, I'm sorry to hear about the run-around… Read more
Worst network to be with. Expensive and there's always something happening to disrupt your service. Just been informed that our services will not be able to contact emergency services if we need them and right on time when a severe storm is coming! The two suburbs mentioned that don't have coverage are the ones that get flooded here...how convenient!!!? Optus, you're suss af!!! Show details
Hi Lee, I can certainly appreciate that receiving a… Read more (+1 reply)
Optus send me an email confirming that I will stay on a recharge for $39 till 01/4/2027 That all changed after I spoke to a call centre representative..They don't know what they are doing not following notes in their job. Hopefully one day Optus will improve their customer service experience. They are now charging me $44 per month instead of $39 as promised to me on the 28 September 2026. Show details
Hey Maria, I am sorry to hear that you have had this… Read more (+2 replies)
Recent reviews
They say one thing and do another.. They said $39/month, and charge $78. I've spent dozens of hours on the phone talking to people that barely speak English to get absolutely nowhere.. Show details
Hey Bill, I am sorry to hear that you are getting a bill… Read more
So I got my son a free Sim from Optus with the donate your data smith family program. My son is neuro diverse and is 11... He was given a Sim that is clearly belonging to somebody else because we keep getting calls and texts looking for somebody else... This is incredibly dangerous and frustrating giving a minor access to all these randoms... I… Read more
rang Optus today and they said there's nothing that they or I can do rectify this with my son's phone... That's really abhorrent service. They said I can ditch the Sim and they won't replace or anything with the data. So now I'll have to either pay out of pocket when it was meant to be free or block every number constantly that rings or texts the phone. The lady on the phone didn't care and she was extremely hard to understand
Hi, we’re really sorry you and your son have had this… Read more
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Each time I attempt to message Optus, the message shown below appears. This has been the case for the last few months! Surely it does not take that long to update the "messaging experience"! Is it a ploy to avoid customers downloading the message transcripts?! We're updating our messaging experience This means you won’t be able to view and… Read more
download your messaging transcript for a period.
If you need access to your transcripts, our experts are here to help.
Hi there, it's disappointing to hear you've been unable to… Read more
My husband and I have been customers for many years and the service is getting worse every year. A month ago we upgraded our phones and it was one of the worse customer experiences I had with ANY service providers ever. The call centre staff are of no use, extremely frustrating to deal with and understand. We had to escalate to the complain… Read more
resolution team and short from making an official complain to the telecommunication ombudsman. It took 3-4 days and nearly 7 hours on the phone, with countless of staff who barely spoke English at all , gave conflicting information and refused to put us through a supervisor. And every other time we had to upgrade our phones, we had to go through a similar experience. After our contracts are up, we will move on from Optus. They are not worth the stress and anxiety they put you through with their incompetent staff.
Hi Enixus, it is disappointing to hear this was your… Read more
I am a customer of Optus.Optus has good mobile service but they keep putting there prices up and giving me data that I don't used and don't need it all and when you ring these companies they keep you on hold or want you to used the internet service people like me don't want to used the internet service I like talking to a person they need to start… Read more
thinking about customer and stop increasing prices Penson can not afford these price increase and they should of left me on the deal they had me on and not chance it
Hey Maryellen, I am sorry to hear you have been left… Read more
Had to get a data sim a basic one. Started with Optus. 15mins application upload licence and Medicare details. A bit long but ok. But 30 min call from them on Saturday midday followed by another 30 mins on Monday. Reconfirm all my details. I still have no idea why they needed the calls. After an hour of calls I gave up when they fifth confirmation… Read more
code on the one call to confirm the agent could access my account failed. Try Amaysim after I hung up from Optus. 5 minute application. Delivered the next day. No idea how Optus gets any customers with it process and feel terrible for their staff who have to put clients through it.
Hi John. Thanks for taking the time to share your… Read more
I am beyond frustrated at Optus. Customer since 2013 and seriously considering cancelling my plans and moving to another carrier. Will take my family and friends along. Long story short: - An issue back in July regarding a phone returned after upgrade and protect. - Phone confirmed after multiple calls it was at the warehouse but still been… Read more
charged 1800+ in my following bills. - My bank account has been attempted to be debited multiple times affecting my credit score. - I have been wasting my time, taking time out of my work day multiple time. Spoke to 13 different people including 3 via the app. - Spoke to 3 different managers (non of them followed through nor send me an email confirming the action items as promised even when requested). - Offered 100 dollars credit due to the poor experience, non given no notes about it. - Third manager offered me to wave my 79 dollars plan for 3 months due to the huge inconvenience and waste of time - Requested an email confirming it has been actioned and surprise, just got of the phone and there are no notes about it so they can't honour it.
How incompetent can their employees be? How do they treat their most loyal customers with so little regard?
Everyone will offer you the best support and to solve your issue on that instance. False promises. I don't believe in this company, I don't believe in Their promises or their customer service. I will take this to the ACCC for multiple attempts to take money from my account when it's been confirmed I do not owe the money. For the money dealing with Optus is costing me from my work day.
I am baffled how such a big company can't get their crap together and for once not focus on just taking the money and providing a good experience. Dealing with this ongoing issue since July 2026.
Hi Jamie, sorry to hear about the frustrating experience… Read more
Worst flippin thing to deal with 2 hours on the app chat trying to fix a billing issue re activate contract which in the end couldnt be fixed,I gave up,They"re to expensive also,Best just going pre paid with another,I hope these guys go out of business,Problems after problems with them
Hi Billy. It's not good to hear about your experience… Read more
What a wonderful experience with Optus Perth City! When I purchased my phone on a plan, I was clearly told that I could upgrade next year under the Upgrade & Protect option. I explained my study situation and that it would be completed by next year. I was also told that having a WA driver’s licence would not be a problem. So, naturally, I… Read more
trusted what I was told and happily paid $15 every month for the Upgrade & Protect service, believing I was paying for the privilege of upgrading next year.
Fast-forward to today: I walk into Optus Perth City ready to upgrade, only to be told that because my visa is currently on a bridging visa, suddenly the upgrade is a problem.
Amazing! ♂️
So apparently, the information given when signing up and the information given when you actually try to use the service are two completely different stories.
I’ve spent the whole year paying for Upgrade & Protect based on what I was told, only to find out at the crucial moment that it may not actually work for me.
Thank you, Optus, for teaching me an important lesson: always get everything in writing, because apparently verbal promises have a very convenient expiry date.
If you’re considering signing up for Upgrade & Protect, make sure you confirm the eligibility requirements in writing before paying for it. Otherwise, you might enjoy the same “surprise” I did.
Hey Khan, we're sorry to hear about the experience you had… Read more (+1 reply)
Bought a new iPhone. Was porting from Telstra. 3 year contract. Tried to get the phone activated and could not. Was told I had received an email with a link but received another generic email instead. I have now visited the store 3 times without a resolution. Have called their head office and used customer service Apps and still no resolution.… Read more
Asked for the area managers details and was told “It’s [Name Removed]. He doesn’t get contacted”. Not sure of that’s a reflection of [Name Removed] the store manager or [Name Removed]
Hey Brett, thank you for raising this to our attention,… Read more (+1 reply)
I'm sorry to hear about your experience, Amar. We… Read more