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Would give 0 if i could. Worst customer service ever.
Useless mobile nextwork even in our own home. Changed over to another carrier for my mums and myselfs mobiles, no problems since. Customer service is useless and is just a money grabbing business. Cancelled everything at the end of May and was still getting bills till mid July. Constant phonecalls and emails get nowhere. Was told 3 times I would recieve a post paid parcel bag to send back the modem but nothing turned up of course. And of course the overdue modem bill was then sent to debt collectors staining my credit score. Modem was returned ...through the local store at start of June only to have yet another bill sent on the 12th of july demanding a processing fee and late payment fee. More calls and finally some sort of outcome reached. But will believe it has been solved if i dont get more bills. They all say 1 thing and then do another. So over it. Would not recommend them to anyone. Avoid like the plague. Oh and when the account was so called cancelled they took out yet again a massive chunk of money from the credit refund.
Worst connectivity and customer service
Network coverage is dodgy. I filed multiple complaints because towers in my area always kept going down every couple of weeks and they’d put them under maintenance. The service became unusable.
Customer representative called me and asked what would you like us to do to resolve your issue? I said fix the tower properly so that you don’t have to keep taking it down for “maintaining” every couple of weeks. Representative said “We can’t do that.”
If they can’t make their service reliable then what are they doing in the business? This company’s service is a joke.
Avoid Avoid Avoid!
10 days after attempting to "upgrade" my pre-paid service to a post paid service, I still have no service at all. It was working fine pre-paid, but since I asked an Optus "expert" to provide me some service, it has not worked at all. Spent maybe 35 hours on the phone or chat to them. Still nothing. They are pathetic. The most disgraceful company of any kind, anywhere!
Hopeless customer service, frequent stuff ups
Could not activate the sports package that was included in my plan. Multiple attempts with online chat assistants assuring me it would be activated after their standard 4 hour delay but it never was. No explanation given.
Dishonesty and bad customer service
Both my wife and I signed up in the same day. After 2 weeks, we both received a message stating that "you have reached 50% of your data". We rang them but they could not explain this dishonest behaviour.
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.
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
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!
Worst internet service and customer service
Was with Optus for 2 years then covid hit and had to work from home. It was fine until 2021 when speed was very low every Monday. Would go onto the chat and always told it’s the tower upgrade. How many times can you upgrade a tower?
2 months later same excuse and was told to find another provider.
AND I DID! better service better coverage!
Did this two days into my new month contract and was told I have to pay full 30 days. Told them to shove it.
New internet saving $5 per month, unlimited, NBN
Horrible service in and around Brisbane CBD
After many years of telling myself I would never use Optus mobile again, I was convinced that it had been long enough to give them a shot. After a three week trial, I am now waiting for my phone to be ported back to my old carrier. The mobile service is so terrible, I can't understand how anyone stays with them. I work within Brisbane CBD and live 4km from the city centre. I constantly have calls drop out and bad connections. At my house I have two options to make a call, one in the back yard and one on the front footpath. Forget about walking ...around when on the phone, you year every second word or the phone call simply drops out. I don't understand how they claim to have such good coverage when the areas the 'cover' don't have reliable service.
One star is far too generous
Left my personal information on an account that was not mine months after being repeatedly told to remove it. Can't tell if it was dereliction or just plain the incompetence. Constant faults that take weeks to resolve. I would highly recommend not using Optus for anything. Terrible fluctuation and quality of reception. Worst customer service I've seen in quite some time. No interest in helping customer whatsoever.
On weekends and holidays I lose phone and internet connection completely. Optus have told me to contact them whenever I have these problems. They charge me for the calls I make, (when the phone works) and tell me to call again during business hours! I turn the phone in and off as they have suggested. No luck. Problems never solved!
Home Internet is absolutely useless
Optus Wifi doesn't work without buffering, too slow. I visited a shopfront to be told I needed a different Symcard. I changed my service as advised but it is still unreliable and buffers while trying to watch Foxtel on a Smart TV. After I had updated my Symcard as advised by the professionals who know, I was still charged for the old Symcard as it had not been cancelled. Only this morning, 5 May 2021 I had to call Optus twice because the first time the call was disconnected because the Team that I was transferred to were not available. I don't know why we have to put up with this kind of service.
Optus e-mail address reveal
Optus has a nasty way of hiding. You can only contact them via an app, and the app didn't work for me and for others I have spoken to.
Their e-mail address is: firstname.lastname@example.org.
Terrible customer service
They charged us for 3 months internet while we were closed due to lockdown. Requested to wave the fee but they said they could wave if the service was cancelled. Then tell me why should I call you if the service was cancelled and I was not billed for it?!?
Questions & Answers
i want to activate my new phone with my old number
Does Optus offer a cooling off period for mobile plans sold?
Why does my phone not show people are ringing me until after they have finished ringing?
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|Category||Mobile Phone Service Providers|
|International Roaming Offered||Yes|
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