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Ridiculous prices, even worst customer support and straight up rip offs. Had many problems and would spend hours waiting for someone and when you finally got through they would just send you off to a different person who still couldn’t help! I’m glad I swapped as soon as I could!
I had a problem with my SIM for ages. It kept dropping out, so I would lose service for hours. I went to an Optus shop, but unfortunately my SIM was in someone else's name and apparently they needed to be present with photo ID in hand before they could do anything. I even offered to Skype them and have them hold up their ID, but the apathetic sales assistant gave a flat "no." We worked different shifts, so it was borderline impossible for us to find a time at which we could go to a store, but eventually we managed it (by taking the day off). And lo and behold they had switched over to a new system that very morning and couldn't help us!
Nothing but hassles, dramas and limitations
I switched my mobile to Optus temporarily. I had nothing but dramas, hassles and limitations on Optus prepaid, and deciding to give them a go was a mistake.
The porting process was quite difficult and confusing. To get started on Optus Flex, I had to talk to someone on live chat to get my number ported across, rather than going online and activating my SIM card by myself. But then the live chat wasn’t working and I couldn’t get through to anyone. I wanted to rip my hair out! Also, there was a delay with porting my number across which meant I w...as without a phone all morning, despite activating my SIM card the night before. Recharging my phone was the next issue once my service was active. For some unknown reason, I couldn’t open the Optus app on my iPhone. Couldn’t recharge it through any other channel. I ended up having to uninstall the app, driving to my boyfriend’s house and standing outside his house using his wifi just to get my phone service recharged. Nope, Optus and their crappy systems didn’t allow me to recharge on the go! Then there were the actual limitations of Optus; no wifi calling, no VoLTE (calls over 3G only), bad voice quality when calling Telstra mobiles, unable to set up a voicemail, reduced coverage and speeds at certain points of interest compared to Telstra. At home I had really bad reception and people complained that they couldn’t hear me properly on the phone. My phone would sit around 1-2 bars of 3G, with my phone rarely getting 4G. I honestly don’t understand why people rave about Optus; they’re honestly nothing special. Optus is terrible and pathetic!! I ended up porting over to Boost Mobile on the Telstra network not even 48 hours after joining Optus. Avoid Optus if you can!!!
Very poor service
Got my s20 ultra on a 24 month plan 5 months ago. Yesterday the microphone stopped responding. Went into OPTUS outlet on Bourke street where i was told the phone needs to go in for repair. The sad part is they said they dont offer any temporary replacement phone although they continue to charge my plan.
Customer service ok - Phone Insurance is a joke.
Iv been a customer with Optus for many moons now, i will stay the plan i have is pretty good compare to other providers.
what i don't suggest is purchasing phone insurance unless you love being without a phone for 4 weeks when you come to make a claim.
its been 3 n half wees since i surrender my phone to be repaired, still don't have it back and have been told it could take a further 5-9 business days. would make it a total of 4 and half weeks. Mind you the phone isn't being fixed, infact its been replaced with a refurbished phone. Just unacceptable.
Like dealing with the amnesiac club
Being a Virgin Mobile customer Optus invited me to switch to them. I made the application online on the 26th April. A few days later I received an email stating they needed to discuss my order (a simple SIM only plan). When I called the number they couldn't find my order on the system at all, so we went through it all again. The SIM arrived and was supposed to auto-activate but about a week later, as it hadn't activated and I'd heard nothing I contacted OPTUS again. The guy on the phone was apologetic and said he'd fixed everything up and the S...IM will auto-activate within 48 hours. It's now a further 7 days and the SIM has not auto-activated but I just received a message from OPTUS saying that my SIM is ready to be picked up from the warehouse. Not happy.
Network coverage: average (not any better than Vodafone)
Post paid 12mth data plan
Value for money: yeah, could be better.
To deal with customer service is a nightmare. Wait times can be as long as 5-7hrs on the phone to get connected and then since you've waited that long, they disconnect from you.
Good luck trying to get Tech support.
Sales staff are rubbish, ask them a question about a phone or a pocket modem, they have no clue what functions of how it works... Makes me wonder how they sell devices and how many wrong information they have told people.
Staff in most retail are clueless about what devices they have as well....
Changed mind - sentence back phone - still paying for it months later
After changing my mind within 24 hours of getting the phone (didnt like it once I could actually hold it) I took it back to Optus and asked to cancel my contract and return to my old one. They accepted and organised for it to be returned. However the warehouse haven't registered the return and I'm not atuck in pergatory with neither the shop or the warehouse knowing what to do and I'm still paying for a phone contract i don't have month later. We try and call but there is always An excuse or issue and they get confused. Very frustrating. Still unresolved.
Lost a loyal customer
been with Optus for many years, pre-order the Samsung Galaxy S20 but for some reason was sent to the wrong address even though I remember summiting my current address. overall spent 3 weeks relentlessly trying to rectify their mistake which I lost the ear-buds offer by Samsung because they had to re-order it. in the end, I got really frustrated and now left Optus as my provider. Will be disconnecting my NBN shortly after also, as I do NOT like their customer service/ overseas call centres, they do not understand Australian's.
Second rate service and second rate network
It took nearly 2 weeks to transfer my number from my previous provider. On the plus side there was no downtime, the instant my old service stopped the Optus sim was ready to go. The network coverage is definitely not as good as my previous provider and the Optus 4G doesn’t seem to work as well indoors. The plan is good value, only $49 with unlimited calls, SMS, MMS and a whopping 60GB of data and there’s no lock in contract.
Poor Customer Service
Poor customer service, call centre workers are useless and they make it impossible to cancel your contract once it’s over.
Literally not allowed to cancel my contract online, instore they won't allow me to cancel either.
I got better signal in the country than I do In Sydney!
I barely have signal at my. Home in Sydney, but if I leave for more remote areas, it's better! It's Backwards! Also, they charged me $1 per MB I used in another country which is my fault for not turning my mobile data off on one day, but this was background data! And I apparently used 246mb within a day. So I racked up a hefty 246 dollar bill on top of my $60 contract. When trying to get answers as to why the charge was so high for roaming when we all know by now the scam that is data roaming (they don't pay extra why should you!) I was met with very unhelpful and cold customer service with no empathy. My contract is finally finished and I will Not be going back to Optus.
Decline in service lately
Long story short. When things are working fine, no worries. HOWEVER: The staff seem to be poorly trained. They have limited calling hours. The staff via chat dont read you queries, they just ask nearly random questions. They cant seem to identify issues very well. I did better googling answers. They shift blame where they can, such as to the NBN. 6 weeks into an issue, they sent us a 4G dongle.
I used to LOVE Optus. But their store staff have been rude on several occasions over the years. Some have been great.
It is not a cheap option either. Its pretty middle of the road with below average service on a wide variety of issues over NBN, mobile, prepaid. Useless.
Bad Service Delivery
Not a happy camper. 3 attempts to sort out a mobile family shared data plan has ended in a $860 bill insted of an$90 bill. Hours on the phone spent talking to 10+ call centre people and still no joy
Poor network and value for money
Expensive plans with poor network. Not the best value for money. Opted out. Customer service representatives not well informed beyond the general queries. Takes long to answer. I used it for 2 years but gradually their network quality and service is declining.
Questions & Answers
i want to activate my new phone with my old number
Does Optus offer a cooling off period for mobile plans sold?
Why does my phone not show people are ringing me until after they have finished ringing?
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|Category||Mobile Phone Service Providers|
|International Roaming Offered||Yes|
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