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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!!!
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.
Purchased a prepaid service while on holidays in January for temporary use as my service didn’t work in the area.It took 6 months and so many calls to stop them debiting my credit card and they knew I wasn’t using their services.After finally getting somewhere with their complaints department they refused me a refund and closed my case.I didn’t even bother trying to get the money back I was just thankful they finally stopped debiting my card.
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.
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.
I've had to move house twice in the last ~6 months. Both times all I had to do was shift my existing Optus service to the new address. Both times it took multiple days and literally hours on their hopeless customer support chat. The most recent time I was so frustrated I cancelled my account and joined Aussie Broadband. It took 1 hour from initial call to working internet for them to get my account up. Don't go with Optus.
Nothing works, nobody knows why.
I signed up for a pre-paid plan, but is having trouble downloading the eSIM hard. I called, messaged, nobody knows what is going on. They keep transferring between different departments, but nobody knows what is going on, and nobody is willing to help. This is ridiculous! Optus should just shut their doors, and stop wasting people's time.
Optus is hacked!!!
My account was cancelled by optus for no reason! After 5 hours on the phone & app & transferred to over 10 people, the best they can do is 3 days away
Appalling Customer Service
I went to a nearby Optus shop because I wanted to buy a portable wi fi modem so I could tether my phone and I Pad to it and allow me more access to the internet and hopefully be cheaper than having both on prepaid.
The staff were busy so I spent about 20:minutes checking the modems and decided on the one I wanted to buy.
A nice young girl eventually served me,sat me down and started the double talk.
Asked me for my driver’s licence…I don’t drive…then asked me for numerous other cards and my birth certificate because I did not have photo I.D.T...
Credit lasts ages
Optus pre paid credit lasts a long time because you never get any reception anywhere.
I never experience any dropouts but one time last week I had a drop in but not long enough to send a text. It was actually faster to write my message on a piece of paper, eat it and crap it in the recipient's front lawn.
barely write reviews but had no other choice was old customer on of for many years,
annoyed just tried find out about simple order what is happened with that for heavens sake,
I have great patience and understanding in life can tolerate lot but save your nerves and health as these guys do not care about customers at all.
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.
A lot of hidden cost. I live in prahran but have to be in the balcony to get OK reception. The salesperson at the branch never listen to what customer need only tried to push to get more money as much as possible what a scammer!! I have to called multiple platforms/and a lot of staffs to cancel all hidden cost and contract that their tried to tricke me...AVOID AVOID AVOID
The Optus System
Below is my experience with buying an online sim. the app wouldn't work and when I logged in to the website it was unclear how much data etc I had. This was because Optus don't tell you how to use the site or set up the app correctly. Once I spent the necessary time with support I was able to see my correct data and get the app working fine. I have suggested to them that they might save themselves and their customers time and money by including a quick start up guide with each sim posted out. they have helped me and the data and monthly charge...was correct. I just had to ease their time and mine to get up and running. below is my initial experience. I saw Optus mobile plans online that said the data was extra for the first 3 months totalling 40 gig. this was correct in the end but I needed support to get the app working and help to see my data. the site has a page slide that shows the different data and other inclusions which isn't obvious. I would suggest the site simply gives all the inclusions on 1 page so its easy to see what you have. the app which I already had on my phone from past plans had to be re set up to allow it to work and in my case they had to reset it before it worked. I suggest if you have an old app you delete it first and you need it to accept your email address before it can work. Once set up it is what they advertised.
Optus Springwood Qld - Shameful lack of support for the elderly
My 80 year old mum has an old IPhone 5 that will not support the COVID scanning apps so a replacement updated phone was sent to my mum from my brother to enable her to do the right thing and check in when entering facilities. Trouble is my brother and I live in NSW and we are not able to cross the border to set up mums phone and transfer all info from her old phone to her new phone. My mum has been an Optus customer for many many years having landline, internet and mobile services. My mum visited the Springwood Optus shop this morning request...ing help to set up her new phone and move everything from her old phone to her new phone and the salesperson told her they would not assist her as she did not buy the phone from them. My poor mum is so stressed about her phone situation and has no one to help her set up her phone. I cannot believe that this salesperson just out of common decency, a little compassion towards the elderly and considering my mum is a loyal Optus customer was not willing to help her. I have actually just phoned Optus at Springwood and spoke to who I believe was the senior staff member on duty and he rudely informed me that this store is a sales store and they don’t have time to offer this type of support and recommended I phone another Optus support number. I consider this approach to be very very poor as my mum needs face to face assistance, she would not cope trying to set her phone up following someone’s instructions on the phone. Unfortunately my poor mum will just continue being an Optus customer as the thought of changing things is so very overwhelming for her, if it was me I’d change all of my services to another provider immediately. Shame, shame, shame to the staff at Optus Springwood, so very sad to see you treat the elderly like this!
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.
Really bad customer service. I was a loyal customer and I asked to go back to my older plan and the girl on chat was rude and said that she couldn't do anything about it and I should find a different provider.No reception at all . Never going back.
Billing is an absolute nightmare with these guys. Random overcharges, incorrect billing etc. Really sad. Don't go with these guys, just go with Telstra and save yourself some headache. Don't recommend.
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.
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.
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.
Incapable to help during lockdown!
I spoke to 3 staff members on the phone today who passed me onto another staff member because my date of birth was incorrectly put into the system by an optus staff member. In the end i was put through to a staff member who i explained three times, that i needed my date of birth change so a current purchase id made would go though. Frustrating. They caused the problem and they will not fix something so simple! Your system and training needs urgent attention and changes.
NOTHING BUT A NIGHTMARE
I bought a new $150 365 day prepaid SIM for my existing Optus number, however I had made a mistake and asked for a refund - which they said they would do. Then I changed the plan on the app to $180 for 365 days prepaid (because the previous SIM was for new customers only).
When I looked at my credit card statement, not only was $150 not refunded, they charged me $180 four times!
I've called customer service and I've gotten mixed responses, some were super rude. When on chat, every one says that 'it's not their area of expertise'. Then they try...
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