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Optus ported my pre-paid service number, into some elses account!
Since November 2020, Optus has been sending me (almost) daily SMS messages to the homepage of my pre-paid account (I have an OPTUS pre-paid Wi-Fi dongle) which I use when I am travelling. These SMS messages have an account number that is not associated with me, and mostly are requests for non-payment or late payment of this account. So far I have received 161 of these SMS demand for payment requests! (The last being, yesterday Saturday the 20th of June, 2021) The first time I tried to contact Optus about this via their online chat service, the...customer service officer was either too dumb or too lazy to go into my account, to read the messages himself. (I asked him whether he was sitting in front of a computer or a cardboard box) so I contacted customer service again (today) via online chat, and after going through copious I.D. checks and form filling out (you have to question as to why they bother with a data system, considering no staff member appears to be able to access it????) I cut and pasted the account number associated into the chat box (three times mind you) until the CSO finally got around to checking it, and advised me that , MY primary phone number, is the main contact number for this other person's account??? (and NO I did not give said stranger carte blanche rights, to use my Optus Service Number, as his/her contact number???) Seriously, what a joke of a company...........not to mention the fact that what has been happening, constitutes a major data breach!
Optus denied their own words
Very bad customer service. Each time I call i get a different response from staff and very rude any of them give you different information. I have signed 24 months contract phone plan and they notified me that going same changers in the plan, then I raised my issues one of the optus staff informed me that this changers is not going to affect my plan and she send me email confirmation and in over night they changed my plan, then I contacted customer service to resolve the issue they denied the email in very rude way they offer me leave optus if I'm not happy.
Nearly two years later and I am still bitter with Optus. Contractual issues as a result of pushy salespeople that never got resolved. A protective case we paid for that never ended up reaching us because one of their divisions went into liquidation. Really!? I rate Optus as the worst company I have dealt with in more than 20 years of running businesses.
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!!
Someone made a fake complaint under my name, Optus disconnected my service.
Yes, you are reading right.
Someone used my personal details and made a compliant to Optus about their price they charged. I had not problems whatsoever with Optus. Optus disconnected my service. I was stuck on customer service numerous times trying to find out why, and then I was told, and I said it wasn't me and they refused to reconnect my service. Well done...
A lot of trouble, and not worth it.
I recently signed a post paid phone from Optus. I was told that there is a trade-in special on the day, which is I will get 300 dollars credit on top of my usual trade-in price for my old device. It sounded like a good deal at the time, but actually getting the credit took me so much time. It wasn’t applied on the bill. I contacted via their online chat function. I was told I needed to go back to the store, the staff in the store would validate that. I went back to the store, the store said I needed to ring their costumer service team. It is re...ally not worth the trouble. On top of that, it wasn’t 300 on top of the trade-in price as promised, it was 300 instead. I should have done what I wanted to do to start with, just buy the device and choose a pre or post paid plan.
Just absolute crap total and utter crap. Go elsewhere and save yourself from this crap service.
Totally unreliable speeds promised will not live up to reality. Save yourself from the lies and total crap I have been through. I am disabled and have been totally ripped off by the staff at Optus.
If you have optus in your navigation you will get lost in Australia,no coverage at all ,optus is a city service provider even in cities if it rains forget about internet i have been on optus for the few years now i am so dedicated getting on telstra . You have been warned wish i have checked reviews before getting on
Worst company ever!
Every time you ring customer service they are so incompetent. You have to ring 3 to 4 times to get them to work anything out! Absolutely ridiculous customer service. People have been complaining for years and nothing changes. Optus just doesn't care!
Bad Network Coverage, Bad Customer Service, just bad all around.
Customer service just seems to be useless. I requested to cancel my service before the next billing cycle, and then received a suprise bill where they they cancelled it a day into the next billing cycle, and charged me for a full month. After numerous calls to rectify this issue, nothing was done.
Was burned the first time I used Optus and now for a second time. Will not have anything to do with them ever again.
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
Questions & Answers
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