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Horrible Customer Service
Coverage and speed are actually pretty decent in my area. The trouble starts when you need to interact with Optus in any way. Extremely unhelpful call centre staff who transfer you straight to a dial tone. Time to give another telco a go for me. Even a Optus reseller has to be better
Worst customer service
Wanted a new phone, say I have bad credit due to previous account closure and I tried to explain but useless lazy sales team say wait 3 months I am like what the F. I was forced to close my account which has nothing to do with me. Previously someone breached the security to get into my account and ordered few phones under my name, which I have no history on Optus messenger but somehow Optus had the history that didn't align with my account history. Entirely Optus should be responsible for their own security breach and what I have gone through was given zero *** and useless customer service. Gain nothing but waste of time and money for being loyal for 7 years. At least make my account clean properly I still have some dirt on my account.
Amazingly Bad in 2021
I was with virgin snd was forced to go to Optus some years ago. No issues till this year when I decided to buy an apply watch through them. Sales rep told me one thing in phone, contracted me full price for watch and a $10 nbn sim. Ironic as I originally was prompted by an email that said save $190.I should have saved myself the trouble. As soon as I realised I had been mislead I asked to return the watch and they refused! I tried to return the same day it arrived. 2 mths later and contact to TIO they still can’t arrange a return
Worst customer service and case managers doubly incompetent and rude. What a putrid way to treat my situation. I will never recommend Optus mobile to anyone and will be changing providers
Rename it to "OptusScam" and invest in technology to stop scam calls and texts
The network is below average with drop outs in key areas. But worse is the huge amount of scam calls and text messages pretending to be ATO, NBN, Aust Post etc. There are plenty of security solutions they could invest in to stop their users being scammed. But no, they just let them through as too lazy to fix
5g home internet and month to month Sim plan
Ordered a 5g home internet with Optus and they provided a promotion that I can port my mobile numbers over on a month to month Sim plan for 50% off the plan for 12 months. However, I have 30 days to port my numbers over from the day I received the 5g home internet. Well played Optus, when I initiated the port I hear nothing back from Optus. When I then call Optus they said the port didn't go through. I then have to provide all the documents again and again. The 30 days are almost up and it's unlikely the port will not be done by then leaving me to lose the 50% promotion. Well played Optus. Well played
Minus 0 would be appropriate
I approached a large retail outlet to purchase a new phone ( i was with Telstra) and told I could get a $600 gift card if I signed a 2 year contract with Optus. BIG MISTAKE!! I attended an Optus outlet at TTP to be served by the rudest dismissive woman I have ever met, who told me she had sorted the problem. She hadn't. To top that off, we went back and was told by another chap that "they only sold the stuff and didn't know how to use it!!" I have made a couple of further attempts to contact them on the net etc but bloody useless! I cannot believe that a company can be so inefficient and non caring of their customers. My advice, DON'T GO OPTUS!!!
Bad customer service (no accountability)
Moved homes in Sydney and the Optus sales person informed me that I could get 5G. Applied for it and realized that I wasn't getting the speed of 5G (on average getting 11mbps download speed).
Customer service call 1
Called the customer service and they were hopeless. Resetting the modem and placing it in various spots at home did not help. The person said they would sort it out and call me back. Never called me back.
Customer service call 2
Called again to follow up. The person on the line said there was no such record of Optus calling me ba...
Constant problems with internet service here in Gladstone Qld, always told the same garbage that nothing is wrong with the towers. It's always do a phone reset or must be the Sim at fault and technical help is a joke unless you fluke someone that knows anything other than giving lip service, it's obvious Optus has oversold their service and the bucket is empty so everyone suffers except for themselves.
Perfect example of clusterf..k
It started off ok with the telesales team and then fell off a cliff.
Wanted to transfer service from telstra as optus deal was much better and telstra didn't want to entertain any discounts or incentive to keep me.
What should have been a simple port of 2 services and 2 sim cards to 2 address ended in 2 sim cards to one address and one phone with no service.
After many online and telephone conversations with many different and conflicting opinions and advice, I am totally convinced that employees just make up stuff and no one knows what optus can and cannot do.
This goes down as one of those things that really should be simple and easy but then you wish you hadn't done.
Optus coverage maps are wishful fantasy
Optus maps show almost total coverage of large metro areas, right? Don't believe it. They are nominal coverage only, not real. I live in a house in Lane Cove, 10 kms from the Sydney CDB with sweeping unobstructed views over Northwood and Riverview. Should be great reception, right? Well, my Optus cell net is usually on 1 bar signal 3g or 4g and I rarely get to finish a cell net conversation. I sought assistance from Optus and they said there must be big buildings between me and the cell tower. No surprise there guys - this is Sydney! This sho...uld only be a problem in my suburban situation if they have an insufficient number of towers or antennas. I had had good coverage from Telstra previously, so checked the location of cell net towers and antennas around me on the AMTA RFNA web-site. I found there was one Telstra antenna 277m from me, and a tower 500 metres away. One to my north, one to the south. The nearest Optus is 541 metres away to the north with - yes- tall buildings in the way. But they had nothing for a long way to the south where my unobstructed views are. I noticed the more rare Optus towers tended to be on busy road hubs in high density areas while Telstra also had quite a few small infill antennas (not towers) in less busy suburban streets. One of these gave me excellent coverage. So while both Optus and Telstra showed similar coverage for my area, the reality is that the Telstra coverage is more real and less fantasy. I noticed Vodafone coverage was slightly better than Optus in my area. Message here? Don`t believe the telco maps, check the location of towers and antennas around you with RFNA, go for a walk and eyeball the terrain between you and them. It's not rocket science. I still dislike Telstra - because of their poor support service and ugly corporate culture, but until I move house next to an Optus transmitter, or a better cell net operator comes along (who offers either better coverage and/OR wifi calling) I'm stuck with them. P.S - The Optus Wifi calling function doesn't work unless I keep resetting the mobile settings on my iPhone.
Optus changed my plan unilaterally 3 times in a month
Changed my plan 3 times in a month. I told Optus, I am going to telecommunication ombudsman, Optus said, telecommunication ombudsman can't do anything & Optus will not review the decision.
Charge 1 month fee in advance
The fees is changed 1 month in advance.
I’m hot happy with the service.
They have my credit card details for direct debt, also I have been with them for 2 years in a contract.
Now I changed to a new contract.
They charge 1 month in advance.
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!
Questions & Answers
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