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I have been with optus for years, network coverage is absolutely shocking and the plans are over priced. I've been sucked in many times with them promising better though have never delivered.
There was a debt which I owed and paid. Shortly after i started recieving calls from debt collection agencies claiming I owed money to optus. I sorted it out with a resolution officer, yet I'm still getting phone calls and constantly getting harrassed. I would not recommend the service to anyone. I wish I could rate them zero stars.
Free Galaxy Watch 4
Optus promises a free Galaxy watch 4 if you purchase the new Galaxy Fold 3 with their plan which is $55, what they won't tell you is that before you get that watch, they'd make you get another sim plan $10 (with the watch) until your contract ends. which is pretty useless because I just connect my watch to my phone via Bluetooth.
so I just got off with an agent tonight saying, that the other agent didnt inform me I need to get the $10 plan otherwise i wont get the (FREE WATCH). not so free anymore.
Very bad service
Very bad customer service. Stay away from Optus because they don’t solve anything and just steal money from everyone and they don’t have good WiFi reception. It’s been months and until now I’ve asked them to help me with the bad reception I am experiencing and they haven’t done anything. They are very rude and this is my last time with Optus.
I have been an Optus customer for so many years and until this year I didnt have any major issues. Though in August 21, I had a query which has taken 6 different agents and numerous phone calls and messages to try to resolve my query. Then I find out today 13/9/21, that it still hasnt been fixed, so yet again I contact Optus and hopefully this will be the last time, as I was advised that notes where added however they didnt make the relevant changes.
So I am VERY DISAPPOINTED and VERY FRUSTRATED. I will not recommend Optus to any of my family and friends and I will be leaving Optus as soon as possible.
Phone sent for repairs, returned with the same issue after 4 weeks.
I want to tell the story of my ongoing two month saga with Optus to get my phone repaired, where I sent it away for repairs, was assured it was repaired and had the same issue again 3 days after the phone was returned.
What I have learnt is that Optus is willing to be very helpful when it won't cost them anything. If it is likely to, they will suggest you should just buy a new phone from them, repeatedly.
I was hoping to start this saga with a full timeline, however, during the repair my phone was factory reset and I do not have a record of ...all the calls I made. I also have a 4 month old, so take into account, that time is hard to come by. My phone started having issues with the 4G dropping out. When it dropped out it would not reconnect until the phone was reset or I left it alone for 10-15 minutes. This occurred intermittently for a while and got more frequent at which point I contacted Optus. This was about two months ago. At first they got me to reset some settings and then the phone. I believe they also reset some settings at their end. Because the issue was intermittent, I had to wait and see whether this solved the problem, a reasonable first step. Within 48hrs the issue occurred again.
Optus are channeling The Handmaids Tale
I started a new job last week, and as part of that I need get a new phone and send the monthly bill to work and have it reimbursed, which is exactly what happened at my last job. I went with Optus for the last job, no issues. Paid every bill on time or early for a few years so I clearly have a good history with Optus. This time I went to get a 12 month plan including a new iPhone and I was declined… twice…. Now if you honestly think I am a credit risk on a $100 a month plan for 12m you are kidding me right? I was declined because I have been at...my job <1 month, not for any other reason, the reason I was declined twice was because I assumed there was a mistake the first time (I have absolutely nothing happening on my credit history) and asked them to fix it for me. I have never been denied a loan or a contract so I was confused. I still am really. Don’t they want money? Obviously their complaints line was less than useless. So the only way around it is to get my husband to get a phone for me (if I stay with Optus), what kind of weird Handmaids Tale nonsense is this? If this has ruined my credit history I am going to be livid. Never again Optus! Never again! I ended up talking to a lovely guy from Telstra who sorted it out for me, who even asked what happened at Optus, and thankfully he knew enough about the handmaids tale to understand why I was so angry with Optus. Honestly he could not have been nicer and now I regret sending Optus money every month for the last couple of years, and not going with Telstra in the first place. Edited to add I checked my credit score in case there was some recent fraud under my name that I wasn’t aware of - it’s 935 which is almost as high as it could be.
The most frustrating experience I ever had
I sent my ordered to buy a Samsung galaxy phone with the intention of getting Samsung pre-order offer. I chose phone and month to month plan. I didn't expect the process would be so complex and difficult. Customers are paying money to buy your product and service, shouldnt you make it easy and convenient to your customers? Instead I received Optus SMS at the most inconvenient time asking me to call their hotline, just ended up waiting in lines. Then talked to a hotline staff who had no idea and intention to identify customer's need and offer so...lution, but just spoon feed them will something your dont understand just to finish the call. She didn't communicate clearly what do I need to do next to proceed my order. I ended up waiting for the confirmation email that never come and missed the Samsung pre order offer. Seriously frustrating. Waste my time. Not everyone suit being in a Custiner Services role, like the girl who answered my call, who has no intention to help and ended up screwing up.
My phone coverage went dead, only to find that someone imitating me had rang Optus and ordered a replacement sim card over the phone. I rang Optus and they advised that they could not do anything over the phone as I could not be verified as being me, oddly they were quiet happy to give a replacement Sim to a random over the phone with little to no verification.
For 45min someone else had full control over my number, which was the time it took me to get into the store to verify myself. Within that time the person that had my number, (which I f...ound out later on was female, I am male) had changed all my banking passwords and now had complete access over my money. when I got in the store, the lady at the store was so blazae about the situation, advised not to worry this happens all the time!!! Once I had control over my number, Spoke to the bank and police I lodged a complaint with Optus... at which point I have never ever experienced customer service so bad. I was contacted by a member of the resolutions team named David, From the start he was combative and rude. I asked him how on earth they could send a replacement sim to a person that called without verifying them? I couldn't even suspend my service after it was stolen? I also followed up with the fact that when I go through the sign up process it clearly asks if I am female or male, (since they had told me that it was a female that rang and ask for the replacement Sim) He had no answer for my initial question but advised that by Law they couldn't ask the person over the phone if they were male or female. I advised could he send me the law that stated that fact, and if that's the case, why is it a mandatory question when signing up? This is when he got really rude, He yelled down the phone that I should not take everything he says literally, and its not so much a law, but its impolite to ask, he advised that Optus would really need evaluate weather they wanted a customer like me moving forward. ( Having been with Optus for well over 7 years) He then went on to berate me about taking better care of my identity and needing to take responsibility for my actions. (I didn't give a replacement sim to a random person without verifying them)
Terrible customer service
I was with optus for 6 years and never had an issue until I tried to leave.
When I ported my number to another provided I called optus to ensure that I would have no charges left outstanding for my account and that they had all been clossed succesfully.
Cut to two months later and I receive a call from a collections agency demanding payment from Optus. As it turns out customer service had gotten it wrong, aparently there was a charge left on my account and I owed them $104.00 for my phone and $240.00 for my fetch tv box. I used the messaging...app and they informed me they were very sorry for the charge for the box. Aparently they missed sending out a return satchel despite me asking for one multipul times. The other charges for the phone were from my bill as I closed the account and though they don't know why I was told I had nothing left to pay I had to pay these. This company are honestly disgusting. They are willing to go the extra mile when you are a customer but as soon as you leave they become behond disgusting. I wil never go with Optus again.
I've been ripped off and scammed.
I was on a monthly plan of $36.14. My old phone died so I thought I'll buy a phone from Optus. New plan is $79.68. That's no problem. I've got a plan also for Fetch & Home internet that's fine too. The problem I had was when I received new phone I had a problem with calls so I rang Optus help line. It was in India. I explained my problem the girl kept me on line for around 70mins. She was trying to sell me stuff I said I don't want anything. I said my app is only showing mobile service can you show home service to app also. I stated 3 times I ...didn't want them as 1 service. The girl said it's OK it won't be. I received an email very late that night to say I did that. You can't call at that time so I messaged through the app. So far I've spoken to around 6 people who say they have fixed the problem. That is not true. I just got a bill for $210.93 plus $16.00 which the last amount doesn't say what it's for. I recently paid my home service on the 24th August for $119.46 so that shouldn't be due till the end of September. I rang a guy in Merrylands store as we are all in Lockdown as all stores are closed here. He looked at accounts and seems double charges due to merge of bills. I'm on a pension which I stated very clearly from day 1 saying 2 bills at once is too much financially. He accessed system and gave me a discount but I'm still paying again for home service which I just paid. The only amount I should be paying and is due is $79.68 for new phone, but now with discount I'm paying $185.05. He said wait till next billing cycle next month and if it's not fixed email complaints department. I will do that I'm waiting till November when I can get a Centrelink loan and I'm going to pay out phone cancel all my internet etc services and go to another carrier. I can't believe Optus allows their call centre to legally scam their customers and get away with it. Also leaving me financially destitute because of their actions. I have to now ask a friend for a loan to pay this bill on the 13th of September as I won't have enough from my pension to cover all my bills as I only allowed for $79.68 in my budget. I've been a long time customer of Optus and I think it's a disgrace how they are treating me. I've got a heart condition and this has all been so stressful to me. They make it impossible to talk to someone high up that can help you. It's seriously making me depressed now and effecting my mental health.
I would rate 0 if I could
I have had nothing but problems with Optus. When I went in store their system wasn't working and said I was going to have to pay out my handset fee in 3 payments, instead of the $149 agreed on in my contract. The sales associate put a note on my account to say what happened and assured me I would only have to pay the 149 trade up fee. My next bill comes through with the handset fee (1 of 3 $198 charges) plus the monthly charge for my last and new contract. I then chatted with a person on their live chat who was rude to me and wouldn't explain t...he extra charges on my account. I escalated this to the complaints department and was credited the amount I was owed. I was reassured that the person in charge of my case that she would be removing these charges for the further bills. Fast forward a month and the charges were ONCE AGAIN on my bill. I had to follow them up ONCE AGAIN to remove this charge from my bill of which I was assured I wouldn't be charged. I have no doubt this charge will also be on my next account. I will not be signing another contract with them. I would not recommend Optus to anyone unless they want to be ripped off and time wasted chasing after people who can't do their job properly.
Do Not Go With Optus!
Ordered an Iphone 11 for my girlfriend who was going through a stressful time with her work.
Guy told me I would get it within 5 days, he then said 10 days max.
12 days later, no phone.
I rang Optus and they told me I would get it soon.
3 days later, I rang again.
If I could give negative stars, I would!
Super unfortunate because I've been a customer of Optus for over 3 years, but we've had the absolute worst experience I have ever had, ever, with any service in Australia.
Recently, we moved home and tried to set up a new 4G Broadband Home Internet service but we couldn't get the connection to work - we're talking download speeds of less that 1MBps. Countless calls (upwards or 20 calls from us to them I would say) to fix it, got the same basic instructions each time, no one would listen to our previous experience. Finally, we got one good tec...hnician (shout out to Wilfred who seems to be the only thing keeping Optus afloat) who managed to agree to set us up on a new account with a new modem in hopes to fix the issue. We wait the standard 3-5 business days to receive our order and just a SIM arrives, no modem. I hope online to check the order through their chat service, and the rep informs me they are waiting for me to submit a proof of address to the credit review team. This is the first I've heard of this and yes, I double checked all the of the contract T&Cs I was sent. We called Telstra, and the absolutely lovely customer service rep got us 100% set up for home internet and mobile phone service, set up our accounts, our direct debit and a call back for 1 week's time to ensure everything goes to plan. Do yourself a favour, go to Telstra.
I recently found fraudulent activity on my account and called to notify Optus on the same day that the orders were approved. I was advised that this was being looked into and the orders were being stopped. As this was identity theft it didn’t sit well with me so I contacted Optus again and was advised by 2 other staff members over the weekend that they will put a stop on the orders being dispatched. Yesterday morning I receive notification that the order is being delivered to the unknown address so I contact Optus again and the response I keep ...getting is rest assured this will be handle for you and cancelled once the phones are return. This is not a good enough response, Optus had more than enough time to stop the orders being delivered to the fraudulent person. This is a breach of my privacy and the way Optus is handling this is ridiculous. Level of care is 0. I was a long time customer of Optus and use to love their service but after this experience I will never use Optus again. If anyone has any sort of identity theft rest assured Optus isn’t going to rectify this for you as a matter of urgency.
Can’t Activate Esim
A long time Optus customer I am very disappointed with my new phone / contract activation. My current contract (plan only) contract’s price was lifted with no communication then my service became faulty, I could not receive calls or text on my previous phone so I ordered a new phone/contact. I received the phone on Friday and opted for the esim as I was sold by your advertising it was an upgrade and the best thing to get. I have not been able to activate my phone since receiving it Friday. It is now Wednesday night with no communication on when...it will be activated. I have used your message service, called your customer advice Centre three times in which I was told I was ‘at fault’ and in the setup and it would be fixed in 20 minutes. That was on Monday! I’ve been into the store twice with no help, when I got in the store I was put back onto a customer service phone. I have wasted hours of time and fuel trying to simply activate a new phone! I was told yesterday at midday it would be activated in 24 hours. It still cannot be activated and I received no correspondence about it despite being told I would be called back today. This is simply unacceptable and I regret re-contracting with Optus, it’s incompetent and unprofessional service for a long term customer. I will not be recommending Optus to any of my network and have already warned people of your service.
Questions & Answers
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