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Terrible internet provider
Absolute rip off! Do yourself a favour and never sign up with Optus.
My internet hasn't been working for more than 2 months and I have to pay off my modem that's not working to get out!!!
Optus sent me to the a shop during the pandemic for no results what's so ever...
The guy at the shop told me that this modem (Netgear AC800S)was "crap"and thats why they are not making them anymore...
Thanks Optus Australia but never again!
The system stuffed up activating my service!!!
There website came up with some fault when activating my sim card, now all they are telling me is I need to get a new sim card - The sim card works in my modem and I can even access the optus website and activation portal using it - sim card is not faulty but now I need to take a 1 hour round trip to get a new sim card to replace a perfectly ok sim card.
Optus is a joke!! Bad service. Would not recommend
Optus you are a joke!! Been a loyal customer since I was in high school. I placed an order in store and I've had so many issues with my phone & plan. So bad that you sent me the wrong device. Changed my number without my concent. Charged me for my old phone. And changed my plan to a phone i did not agree to?? I contacted you online and in store many times (3 or more). Yet no one wants to help. Its now over 3 months later?? I've given up. You've lost a customer. Your customer service is shockingly appalling. You cannot blame this on the covid-19 pandemic because I did this in February. Telstra is so much better. Thanks for nothing...
Terrible, useless, pathetic and unresponsive customer service.
its one of the pathetic service. My internet and everything was working fine but ai wasnt receiving any bills. Being a good citizen and a loyal customer, I called optus to send me my bills. the operator appreciated it but seconds later disconnected my internet service. i called again to inquire what happened and they dont me my service has been cancelled and I will have to ask for a new service which I did. Then onwards its been 5 days and they arent able to provide me any service. I have missed my quiz and 2 deadlines due to this. its been 5 ...hours since this morning that I am trying to get in touch with their team but they keep me waiting till 2 hrs and then disconnect the phone. What a shame in the name of customer service. i am never recommending it to anyone and going to request cancellation of my service. Further i am checking my legal options to sue them.
- Verified customer
Not off to a good start
I have been prepaid customer with kogan for few years and thought of trying out Optus’s service for a change. My existing plan was going to expire in 2 weeks time and therefore I ordered a prepaid sim from optus in advance.
I’ve received a tracking number following the transaction stating it may take 24 hours to appear on website. Fair enough I waited and waited and waited some more days and without any update for about 8 working days rang support for advice only to find there is massive delay in shipping. 2 days following that conversation go...
Very Bad Experience - Contact Centre Terrible
I order two IPAD Pros with one 256gb and one 512gb online. Of course Optus got the order wrong. This is where it goes wrong. The worst experience I have ever had with contact centre. I cannot call it a help desk at all. They indicated that they would replace the IPAD with the right one but that will take approx. 2 weeks. They need to satchel out to me to send the wrong iPad back, I have to send it back then they need to process the new Ipad. You have only to count the number working days for how long that will take which is the approxim...ate 2 weeks. Not good enough. So I propose a solution, I asked to swap the iPad for a correct one at an Optus store. They refused to do that as they say it is impossible. I said I will send back the wrong iPad cancel the contract and I will go to the Optus to get the correct one. That said that was impossible as well. If do that they threatened me with charging full cancellation fee and have it affect my credit rating. You understand I was gobsmacked. All because they refused to help get the correct product to me in timely fashion. No customer service. To top it all off they said they cannot help and hung up on me. Do not go with Optus. I intend to payout the last of contracts I have with them and look elsewhere. The worst customer experience I have ever had.
We are using Optus for over 2 years now for our business. It has been a never ending string of bad experiences. The most recent being their attempt to connect us to the NBN. Due to their usual stuffing up they managed to apply the new landline connection to a wrong number meaning our restaurant was not contactable an entire Saturday until after 7pm. I spent 6 hours non stop on an online chat until it finally was fixed. When asked if they compensate a business for loosing substantial revenue because of their error I was told the appropriate tea...m will look into that. Today, over 2 weeks after it happened I received a call and the message was that legally Optus has two business days to rectify a problem before they have to compensate their customers. I was then offered a good will $100 credit which I declined. I rather stop doing business with Optus and finish this nightmare. What a horrible bunch to deal with.
- Verified customer
It was ok until .....
I switched my optus provider to different one about two months ago but still they send me bills to pay the last one was a double bill what used to pay monthly. I do not recommend optus to anyone. There are much better ones.
Take your money elsewhere
Worst company, they'll bleed you dry with hidden excess charges and ridiculous scams. Not even the servide is great, where I live was always dropping out. And you want $100 a month for this? Joke.
Expensive and useless. Over charged my mum on her bill.
Average try anyone else 10 x better value best of luck we warned you. They dont use 24/7 chat anymore and calls are limited. They are the absolute lost cause. Now pay $10less for 90 gb more same call and text plus better service.
Ok this is the first time I've ever bothered to write a review. Optus is a joke and I feel embarrassed that I stuck with them so long. I spent two years on their ADSL broadband and it was so slow I would turn wifi off so I could use my normal 4g if I ever had to spend proper time on the internet.
Trying to cancel was near on impossible. They wouldn't take my call and used Covid as an excuse. This is months after the initial panic. After being on hold with them for 40 minutes they answer and say the cancellation team has closed. So I have to kee...
One star only because zero isn’t an option
I was a victim of identity fraud with Optus. I submitted the correct documents and their Identity Fraud team claimed it had been accepted and resolved and cancelled this fraudulent account. This was two months ago. I have since received two separate bills trying to charge me for this second cancelled account - the second of which was over $2500 - and every time their team have claimed to have fixed it by waiving the costs. I wake up yesterday to find my phone number has been cancelled due to an outstanding payment of $2500 which Optus themselve...s have acknowledged wasn’t mine to pay. I have been contacting them for over 24 hours and absolutely no one has tried to help me in this situation and are expecting me to go without a phone which I need for work for 3-5 business days due to their own stuff up. No compensation has been suggested. Not even a single apology. So now I’m without a phone for five days due to their stuff up and they won’t accept the responsibility of it. As soon as my contract is up, I’m out of there. Worst customer service I have ever encountered.
Optus online sales team is a joke
I ordered a 365 days prepaid sim and my order was confirmed through an email where they gave me the order number and a link of startrack website. The link did not wok. I rang online helpline (overseas based) and they just read me the written answer every time. After many contacts I got a message that their courier (Toll priority) has some security issue on 7th of May and they used same courier to send the sims on 16th of May. Not very professional at all and now I don't know when I will get the sim. In order to cancel my order I have to go through a lengthy process and not sure when I will get the money back.
Deceptive and comically expensive.
Was automatically transferred from a pay-off-handset to a lease plan without my consent. After waiting out this overpriced contract for two years ($65/month for 7gig data, pathetic). I finally got through to someone to cancel my plan. I mentioned that I planned to switch to a competitor offering a SIGNIFICANTLY better deal. Optus' offer to keep me? To downgrade my plan.
What a bunch of clowns.
Optus is disgusting and cunning. I am not even allowed enough characters in this review to describe why. Cunning filth.
Network prone to dropping out,
Charge to change your plan is a ridiculously high $1000 fee
Higher payment for your plan doesn’t pay your phone off faster, just gives you a useless amount of data that you don’t get to keep in the next month and you’ll be locked in longer.
Not to mention you can’t find a customer service number anywhere easy, only the number to their sales team and being transferred through them.
I have never experienced such bad customer service. My house burnt down, account holder in an induced coma as a result, trying to activate old numbers on a new SIM card took me two days, two in store visits, 8 phones calls in which I was disconnected 3 times, a total of 2.5 hours on the phone to which my problem that I was assured was ‘easy’ is still not fixed. Appalled by the service, I do not have the time of patience for this, and I never get angry on the phone.
$40000 defrauded from my account due to poor security from Optus
I woke up last Thursday to $40,000 defrauded from my bank account, due to Optus' shocking lack of security. Someone called up customer service and moved my mobile number to another SIM card. They then used my number to get around the two-factor authentification on my bank account.
And what did they need to do to move my number to another SIM? Surely they needed to answer security questions, or provide a PIN? Turns out it was none of the above; all they needed was my name and date of birth.
Yet despite the data leak that occurred late last ye...ar, I was informed by the Optus customer relations team that as the other person had my name and date of birth, there was nothing else they could do, and that they cannot be held responsible. No empathy. No apology. No accountability. To everyone else reading this: please please please be very careful if you suddenly lose reception on your mobile phone because as it turns out, it's shockingly easy to for someone to take control of your mobile number. Call up your phone company and make sure that you have additional security on your account. And if you feel like it, share this with people you know so that no one else wakes up to an empty bank account because of Optus.
Worst mobile service provider in Australia
Switched to Optus as they were offering a deal to good to let go. Problem is it was a deal to good to be true. Data speeds are hopeless, calls are patchy and customer service is neither customer focused or a service. Having been with all 3 mobile carriers I can honestly say Optus is without doubt the worst and we are talking Sydney and 5G. Would not recommend Optus to my worst enemy.
Reneged on Offer
I was offered a deal, but due to COVID-19 related issues the order was cancelled and I was told to go to a store to reorder to avoid the COVID-19 issues (A new order must be put in to get any assistant at a store). The store said they couldn't offer the same deal and then optus also said they couldn't offer the same deal. Optus told me they would honour the deal!!
Rubbish customer service in live chat
How stupid and rubbish this is!! Over 30 min in live chat only to get transfered from 1 agent to the next but they all want to know the problem and then suggest to transfer me to appropriate "department". Guess what? Never got to the appropriate department!!
Questions & Answers
hi I have brought a recharge voucher says on it it's a duplicate so is there anything I can do thanks sharon
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