Optus Mobile

I would give the tip of a star if I could. I've been with Optus since 2012. I cannot wait to leave them. NEVER take out a contract with a device. When the contract is not suitable (despite you asking Optus prior), you cannot simply move to another contract, you have to pay out the full value of the device first and then start again. Couple that… Read more

with frequent subscription increases, which seem to co-incide with when Optus gets fined for service failures that may have resulted in SOS emergency call failures linked to deaths! Government fines them, no problem, we'll pass it on to the customer.

Optus replaced a phone they were taking out of service, because it may not have been able to make an SOS call and sending me another basic one free of charge. In resolving issues with this, 1. Call centre sent me to an Optus Store 2. Optus Store opened a case with the Call Centre. 3. Call Centre: I had to explain everything again, even though the store made all the notes and read them out to me when they opened the ticket. 4. The "Experts" over several weeks, tickets opened / closed, etc. wanted me to;

4.1 Commit to a 36 month contract if they were giving me the "free phone". 4.2 Pay for the phone and claim it back. 4.3 Said they sent me a phone, no tracking no. and the phone then got returned by the Post Office after a week. So I had to start again. 4.4 Pay for the phone and get a credit refund. It took several goes to explain to the "expert" that its two different things. I don't want a credit, I want a refund back to my bank account. Clarified several times. 4.5 I got the refund, received as a cheque, instead of being paid into my bank account. My bank doesn't accept cheques. 4.6 Opened another ticket to get the refund resolved. Another 2 weeks of wrangling later, the refund was received as a credit to my Optus account! 4.7 Despite the credit, I kept getting reminders to pay my bill. Spoke to customer service today, told me I had received a refund to my bank account and the Optus bill, which clearly states the credited balance and was applied before I complained about receiving the cheque, was to reflect the refund! This was the explanation but simply not the case, the credit was applied two weeks prior to receiving the refund as 1. a Cheque and 2. Rectified as as refund to my account.

If you're dealing with their call centre, may God hold your hand. They're called "Resolution Experts". They speak terrible English, they always want to close off the ticket, even though the resolution hasn't been reached. Then you have to start another ticket about the same problem and explain it all over again, even though the previous "expert" made notes. They spend more time apologising for keeping you on hold and repeating themselves for every step they take, than actually resolving the problem, which they don't understand.

Ultimately, I'm leaving Optus. I've wasted hours and weeks in dealing with them. They simply don't care enough to train their staff and use Australian call centres. Their retention team tries to turn retention into a sale and their "Resolution Experts" in the call centre are a complete contradiction of the actual service received. They're complete donkeys. They clearly don't care about the customer, even those that died during the SOS failure saga. I still remember being caught up in this saga, where myself and other customers were automatically being charged by overseas companies for rubbish services we knew nothing about.

Optus misled customers over 'Direct Carrier Billing' charges

ACCC https://www.accc.gov.au › media-release › optus-misled-... 17 Oct 2018 — Optus has admitted that it made false or misleading representations in contravention of the ASIC Act, Optus to pay $10 million in penalties.

Optus are a terrible company. Don't bother ever believing that "this time it will be different". Just run, take your money and go elsewhere.

Optus confirmed my service was active at 7 PM, and it worked for about 1 hour before getting stuck on "SOS Only" on August 26. I got a case number, but I am stuck in an endless loop. They repeatedly ask me to restart my device, reset settings, and visit the Optus store, where multiple physical SIM and eSIM activations all failed. They do keep… Read more

contacting me to follow up on this issue, but only to request the same failed troubleshooting steps. No further solution has been provided.

I paid $199 for a prepaid plan with zero functional service. I've been patient and have followed the instructions provided by Optus at every stage. However, after almost a week without service and multiple unsuccessful attempts to resolve the issue, I believe it is reasonable to expect a clear explanation and an appropriate resolution.

Before lodging the complaint with the TIO, I called them again asking to speak with the case manager for an update. I was told the case manager would not contact me until September 3 which will be the 9th day since this issue began. Since I haven't received any proper solution, a formal complaint has been lodged with the TIO.

Deplorable existing customer care. We have a broken prepaid - enquired re a new prepaid - it comes with $39 sim credit. BUT if we use our existing No we "LOSE" that credit & if we use that sim we LOSE MONTHS of existing credit. 3 attempts to not… Read more

lose any credit has resulted in a complete waste of hours on chat or phone. I see no point in staying with such a deplorable lack of care or service & am now researching an alternative carrier - one that seems to cost less because no matter what we do some money will be wasted staying with optus.

My plan was $35 then it went to $39. The coverage is ordinary but ok Now I am told they are removing my discount and my plan is going to cost $55 a month What $#@**** discount it's the first I have ever heard of it. Never ever again will I deal with this mob . Been a loyal customer for more years than I can remember. Good bye and good riddance Show details

After Abysmal customer service, coverage, dropouts, dead sim card and only 3 weeks into the process. from Moose mobile and after their transition from Optus to Vodaphone. I decided to go back to Optus. The Erina store was fantastic. Many thanks and appreciation. They get a 10/10 for customer service, knowledge, flexibility, interpersonal skills… Read more ·  2

and a Mobile Plan that would suit me best. I was a mess because I had a dead Moose sim card ,no landline or NBN so totally isolated. As we all know our phones are our lifelines to so many things. Josh the Store Manager and Josh the team member were exemplary. Probably just another day for them. I went from stressed to happy within half an hour. I wrote a personal thankyou in the store, so they knew i meant what i said. Happy to return to a civilised network.

Damien at Optus Wollongong was excellent. He was extremely professional but understood my lack of skill and knowledge when transferring my data etc to new phone. He was sooo patient and kind. I cannot thank him enough. He was so cool , calm and collected eventhough the shop was filling up. Show details ·  1

Immediately lost a star as Optus use StarTrack - Budget for a failed ''delivery attempt '' and a trip to somewhere to collect. Apart from that, I find their service good in the main metro areas I care about. I also find their pricing competitive, overall. I often use my phone as a hotspot, and overall, it's a good experience (phone bought… Read more ·  1

through Optus and used on an Optus Plan/Sim).

I liked their recent Galaxy S26 offer. It persuaded me to ''renew'' a contract a little earlier than planned: the straight-up hardware pricing for just a phone, without any tablets, watches, or buds I don't need, suited me.

I am so disappointed with optus being with them for more then 15 years and changing from $2 a day to $3 and now completely to some other rubbish plane Being a very old customer, I finaly had enough Sorry but optus is getting very rubbish and I'm changing and letting people not to go with optus at all Show details

Optus failed to release the number share token on my Apple Watch (A very well known issue that prevents other providers offering the service when porting away from Optus). Only way to solve was to return to Optus and sign up again at my expense and then lodge a request as with the new service as the old token continued to prevent number share… Read more

activation. I made an internal complaint re the technical error that Optus continues to frustrate many customers and within hours that complaint was assessed as a billing issue (Seriously) and then cancelled just like that. So there your have it, their own internal complaint processes make false assessments as was never a billing issue and a known ongoing technical issue. Optus as a tier-one years ago was great however in the past year / months they continue to fail many customers. Certainly I was not a valued returning customer. I spent about 6 hours over a week all up just to get the basic service working.

Both Optus and Telstra just love to increase your yearly prepaid account. They try and sweeten it saying they will increase the data. Who wants more data!!!! I have so much that is not used but they really are just about increasing their charges. Show details

Unhelpful and very slow. It took Udit from customer service 2 and a half hours to change my internet package. And it wasn’t because ai didn’t know what package to get, it was because he was genuinely so slow. And my issue is not fully resolved anyway, i need to contact them back in 24 hours. The business should hire competent people and stop… Read more

outsourcing their customers service for cheap labour. Once my contract expires, i’m moving with a different provider. Avoid this business at all coats if you can.

Very poor customer service. trying to cancel a service that is no longer being used. have given them all my details, including account number, phone number, my details including name etc, everything they need to access my account from their app, not good enough I have to complete a "cancellation form" on line" !!! yeah of course I will

Terrible customer service and shocking company to deal with. They won’t give me my transcript from yesterday as I needed it to verify the info they gave me from the transcript. I was asked why I want to access my own transcript. After 30 mins back and forth, and sent me a link to enter in sensitive data like my birthday and account no, etc. … Read more

Then told me I have to wait 30 days for the transcript!! I will never again in my life or my children’s life be an Optus customer!!

Terrible experience and customer service is terrible. They didnt set my internet up properly so it never connected and they didn’t bother follow if up I had to call and ask what was going on and they just said they can cancel it and can’t help. I signed up for a special deal before the time ran out but when I followed up why my internet wasn’t… Read more

connected or working they said they can’t honour the deal and I’d have to pay full price again or cancel.

Serious RISK!! Optus DOES NOT disconnect prepaid numbers for a minimum of 6 months. I requested them to disconnect my number as I do not want to use it (no, i am not talking about meta data) but they have no provisions in place to disconnect numbers. Which means they will withhold our information for 6 months, and then the number goes into… Read more

quarantine for another 6 months. ABSOLUTE NIGHTMARE.

Disconnect my number and remove all my details except the required information as per legislation.

YOU ARE BLOODY DISGRACE TO HUMANITY OPTUS.

Recently registered an account with them and can't do nothing because the person in store spelt my name wrong or date of birth or some other personal information wrong now I'm blocked out of the app can't access anything and all they want is more money for data etc [Content Removed] joke Optus Australia Show details

The coverage in Brisbane CBD is pathetic. Download speed around 10-20mbps, upload speeds around 5mbps. During the day is virtually unusable, have to wait til after 8pm or before 5am to actually use the internet. Since I moved here I cancelled all my streaming services, watching a movie is frustrating, constantly buffering. Simple apps like Google maps, Translink, Gmail never loading properly Show details

Awful service. Tried to get the phone landline service cancled, and they end up canceling the broadband internet service, when that wasn't what was specified. For the best, as I do not want anything to do with them anymore.

After dealing with Optus Help for over 5 years regarding a phone which was lost which I still unknowing paid for, I have learnt the following on how to get help from Optus. 1. Dont waste your time with the website chat bots they are beyond useless 2. Dont Ring the Help line they are useless too Neither of the two 1 and 2 above have access to… Read more

your "File" and can only give vague and AI Bot responses. You need to speak to store manager in the store where you purchased the phone or the sales person you spoke to, they are the only ones who have access to your information and they are the only ones that can help. Ring Optus and ask to be transferred to the store or ask request a call back. I hope this helps someone avoid the frustration I have have dealing with Optus.