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Customer service is a nightmare
Trying to change the name on a mobile number for a small business, I have so far been transferred 4 times and had to redial three times. I've spoken to four different people in different teams, 45 minutes into the exercise I am still trying to get to the right people to speak to about the transfer. Let alone raise the request.
I want add any subjective terms, you can make up your own mind on the above.
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
If you live in lake Macquarie Newcastle nsw dont bother with optus its hopeless. I have had on going mobile Intetnet
AND call problems since I moved hear 2 years ago and every time i get in contact with them its the same excuse planned upgrades. Its either you cant make a call at all or if it does work you keep breaking up or it drops out and with the internet its even worse the last time I called they said I just had to be patient and weight well i have had virtually no internet conection all week except it started working for a while in Sund...
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.
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.
Very Bad Service
I have wasted about 4 hours over the last 2 days in my varied attempts to communicate with Optus. My most recent attempt was like an episode from Little Britain, where "computer says NO". Veejay, the Optus staff member, in the 41 minute phone call, showed a persistent unwillingness to listen to me. I have Enduring Power of Guardianship over my 91 yo mother, Betty. She has dementure & now lives in residential care, where she has no phone. I was attempting to enable Betty's re-use of her 10 yo Alcatel Onetouch phone. It needs an NP code. This lit...tle phone is critical. It is the only phone Betty is familiar with. I wanted her to be able to take calls from me, while she is in care. Veejay persisted in asking me to allow him to have someone phone her. He asked many times. SHE HAS NO PHONE. THE CARE CENTRE DOES NOT EVEN ALLOW USE OF THEIR PSTN PHONE. SHE HAS DEMENTIA. I HAVE EPG OVER HER. Despite my varied attempts to have him provide me with an email address to which I could send a copy of the EPG, he persisted in suggesting someone just phone Betty. No interest in listening to the unusal nature of my situation. . Veejay had no interest in helping me. Why couldn't Veejay have just provided the NP code? The "YES" slogan at Optus is a mirage.
Horrible website and app
I am with Optus since June 2021. It's horrible. Website don't work or super slow. I feel like it's 90s when I try to log into my account. The app always says it can't be used. So stupid. You can't view your bills , or why you getting over charged. We had a contract $60 a month for me and my husband but getting charged 145 a month for some reason.
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.
I wanted to move my phone installment plan to another number that I was using.
I wanted to move my phone installment plan to another number that i was using. (I have 3 mobile numbers)
told me that its not possible. Highly unflexible for that reason, I pulled out my 2 other mobile numbers from their b*****sh*t services and will not be continuing with them ever again. DO NOT USE THEIR SERVICES.
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.
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
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.
Questions & Answers
i want to activate my new phone with my old number
Does Optus offer a cooling off period for mobile plans sold?
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