Optus

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RE: Case Numbers 22451620 & 488159

I have had a mobile phone service provided by Optus for several years now, with the latest being on a Lease Plan. Currently, I am just over 12 months into this lease plan, and I understand the lease plan is no longer on offer by Optus.
On 05/03/2020, I contacted Optus in order to advise them of the nil network coverage I have for some days (just over 1 week at that stage) at my place of residence. It was working relatively well until then. At this point, I was a few days away from giving birth, and being outside of my residence to get reception was something I wasn’t prepared to do given the position I was in. Pointing the obvious out, I wanted to not only get the service I was paying for, but also be able to call/ text people (not via Wi-Fi which I had been doing) as required.
Optus advised me to troubleshoot (switch to 3G, phone software update etc.) to which I had undertaken all, and this did not rectify the issue. They then confirmed the ‘network team’ would be in touch within 2 working days – I did not receive any contact from them, at all. Before I could call them back to follow up, I was in hospital giving birth, however received nil calls during this time.
When I got released from hospital on 12/03/2020, I called Optus to follow up on the position as I hadn’t heard anything. After a 2-hour conversation whilst attempting to feed a newborn, it was confirmed that this is in fact a network issue, and that it wouldn’t be resolved until the tower is upgraded (nil timeframe). At conclusion of that conversation, it was agreed that an email of our discussion would be sent to me and a case manager call me to rectify the issue as no mutually agreed solution could be reached.
The two options at that time provided to me were that: 1. Optus would waive the cancellation fee and I’d keep the phone and pay out the remaining cost of the phone, or 2. Optus waiving the cancellation fees and me giving the phone back, meaning I would be forfeiting the already paid 50+% of the phone (several hundreds of dollars’ worth). Both options would leave me financially disadvantaged – this was highlighted to the Optus team member. The lease plan contract provided for the option of me keeping the phone at the end of the lease period – which is what I intended on doing when signing up to it.
Hearing nothing from Optus, I followed up yet again on 13/03/2020, to nil resolve with advice the case manager would contact me by lunchtime Monday 16/03/2020.
As of late afternoon, 16/03/2020, they have not issued the email as agreed, nor had a case manager contacted me. I contacted them, once again, to find out when someone would be calling me, and the representative (Kriss) was completely dismissive of the fact that no case manager contacted me as yet and that I have basically no service with a new born in the house. They further told me to start the troubleshoot my phone again, and then stated that they thought the matter was closed “given the comments” on my file. When I advised that I would not be going through the same process again and that the issue was far from finalised, I was then informed that a case manager would be emailed and Kriss wanted to further discuss the matter with me. I flatly refused to speak to anyone apart from a case manager, especially as one was already supposed to have to called me hours prior to this conversation taking place with Kriss.
I explained that I am not going to further waste more of my time and energy in repeating the same things with a newborn child in the house and Kriss assured me that my case has now been ‘escalated’ to a case manager. This just left me totally dumbfounded as to why only now and not days ago when I was assured that it would be.
It astounds me that I have had to continually follow this up with Optus and endlessly repeat my position especially while dealing with the stresses and requirements of being a first-time mum.
As of close of business today 16/03/2020 I have still not been contacted by an Optus case manager. How incredibly shameful that you would leave a first-time mum with a newborn without service and resolve.

I am very happy with the service i receive from Optus,i have even put the rest of my family through optus and we get some great deals through them.

I have been with a few services but find optus to be our best provider and we get deals every so often,i would not swap providers as i am really happy with my service.

I usually have a great experience with optus although some of their customer service reps can be very rude like one who works in the geelong store. She has place a bad image to me on optus staff. The value for money is good though!

i have always chosen optus for everything (mobile, internet and home phone etc). they do great deals and packages to suit which is great. i have had a few small issues with them over the years but they quickly sorted them out for me

Optus was my first choice of mobile networks... The call centre staff are always wanting to help.... I do think they need more English speaking people there... Optus is affordable and have deals to suite every body

Very happy with optus and my telephone and internet package and also house phone for $100 a month. No problems and reccomend to my famiy and friends

Very happy with optus prepaid. I pay $2 a day and get unlimited phone sms and internet. I have been with optus for a long time. I'm happy with the service.

Optus broadband/phone plans for the Hervey Bay area are pitiful. After 10 years with Optus, we switched to iiNet and got 20 times the download and our phone bill reduced by 40%. None of the cheap, high bandwidth plans on their website are available in Hervey Bay due to some agreement with Telstra as explained to me by Optus Customer Support. We're glad to be rid of them.

Accidentally paid bill to the wrong account code. Phoned them as soon as the payment went through and i realised it was a mistake. Was told everything would be fine. 2 weeks later Optus phoned to say they needed proof I made the payment. I sent them the info by fax. 2 weeks later our phones (we have 2 phones on one account) were barred as the $175 was not paid on our account. Phoned them up and they acknowledged an error & asked if I could send through proof of payment again & and turned our phones back on. 2 weeks later again phones barred. AGAIN optus apologised. Said there was miscommunication between departments. Asked f I could send through proof of payment again (3rd time!).

So furious with what was happening I went on the website and clicked on complaints. Wrote everything that had happened with all the supporting documentation of incorrect account code as well as the correct account code. Received an email back saying they can't help me because I do not know the personal information of the wrong account (eg name and pass code) and to contact them once I find it out. By this stage our contracts had been cancelled by Optus.

Called Optus and was told it was a computing error and we would need new SIM cards. This was at 4pm on a Friday. Got the new sims and one was activated immediately yet the other was not. Called Optus and asked why. Was told sim was faulty and I would need to get another. Was then called back to say sorry but they had not activated it yet and it's not faulty. They also asked if we could send the documentation again.

Was so furious I phoned the ombudsman first thing Monday. By Wednesday senior management phoned and apologised. So far phones are still on.

What a joke! Contract is up in November. We will be switching away from Optus!

We have been optus customers for many years now, we like our home phone and internet package, it suits us as a family.
We also have our mobiles with optus which has been great, having switched from vodafone bad service.

Customer Service can vary, it just depends who you get on the line, at times service can be fantastic, then on the other hand its not that great. Though saying this they have tried to fix my enquiry if they cannot on the spot they always call me back. Both my husband and I have been happy.

Have had a home and Internet bundle with Optus for 3 years now. We were very happy with the price which has not changed during this period . When we have had problems with the service ,they were dealt with promptly . My husband and I are not great with the computer and we have had to change settings to do with our connection , the operators have been incredibly patient and talked us through step by step . Very well trained staff. Will not be changing provider anytime soon . Have investigated other bundles but being in regional NSW no one else seems to be able to beat the price .

Approximate cost: $69.95 pm

I experienced poor telemarketer with Optus. When I rang around to find out Internet options and availability, Optus was the worst compare to Telstra and TPG. After I found out that Optus doesn't have cable broadband in my area, I did not want to continue the inquiry. But the telemarketer started to question me and talked to me like I was 3 yrs old. I was not interested but she just kept pushing. Finally I said that I had to go and finish the call. She wanted to call me back, and I said no. But she made up reasons why she should call me back and insisted to call. I had to be really firm and clear that I don't want her to call back - end of conversation and good bye. I am glad that I got out of it and will never want to enquire again.

I'm actually very disappointed in the customer service and the poor time and effort they put into helping us when we needed help.

I'm not going to keep my plan with optus after all the messing around with tryuing to get help.

We have an internet and telephone connection with Optus, and they have consistently disappointed us when it comes to customer service and help when it is needed.
Definitely NOT a happy customer when it comes these people.

Approximate cost: $Varied

Unfortunately I think these guys have gone downhill fast in the past 1-3 years.
They used to have innovative offers and products, but now they seem to be on the back foot and chasing their tails to keep up with the other competitors.
They also used to actually try to keep their customers, but now they seem to have so many rigid processes in place that it can seem as though they dont really want to keep their customers.
For example recently I upgraded my mobile phones online (December) and was supposed to receive 2 months access free. Each month since then I had to phone them to ask them why the credit was not on my bill, and each time I was fobbed off saying that I should call back the following month. The customer service staff kept saying that they had processes to follow and that they could not credit the amount I was owed as it was 'not their fault' and they would often blame the 'sales staff' for 'not doing their job' - I think they need to stop working as seperate areas and start working together and come up with some innovative products.
I recently moved my broadband and landline to Telstra as Optus really can't compete on the fixed product front.

Approximate cost: $100

Optus is great, generally. The customer support, like most phone services, is pretty poor. Reception isn't great, but value for money is the absolute best.

Just gotta love these guys overall Optus rocks...service is always good, been with them for years and will stay with them no need to change.. Great Service, Honesty as a pre-requisite everytime ive dealt with them I have left with a smile. Great Overall. Give them a try. You wont be sorry...

Approximate cost: $Differs with the service

I have been with optus ever since i got a mobile, and have stuck with them due to their excellent deals and products! they are always very helpful with any troubles i have had over the years and even replaced my phone free of charge

Approximate cost: $250

i would like to congratulate Optus, we always seem to rotate contstantly between Telstra and Optus services but our recent experience with Optus has been fantastic. Call Centre staff are always helpful when we enquire about our internet services and will stay on the phone until issue is resolved.

Mixed review - I have always used optus and been very happy, however my partner recently switched over and is having nothing but dramas!

Wouldn't use any other telecommunications provider. Optus have great service, i'm currently on a 24 month mobile contract with them and am extremely happy with their services.

I use to work with Optus, If you have Optus Cable internet, They are fairly good with service and reliable. If where you live can only get ADSL, then go with the whoever. Few years back, they moved the Customer service for mobile to India, and it was down hill from there. I am not sure, but if you are business customer, you might still get to talk to Australian Rep who understand your problem. I had so many problem with them myself. Over charge and everything. Good luck is all I can say...

Definitely better than Telstra and other companies. Quality and service was good and their value for money is satisfactory. Hope to stay with Optus for more years to come. Pretty good.

Approximate cost: $99 per month

Good service cheap handset with good starting package for prepaid credit value not as good as vodafone when friends are on different carrier probably the second best carrier

Approximate cost: $30

they got good stuff best planes for anyone also very good deals if you lucky when you pop in. Good service too.

In the past was not my provider of choice but now would choose them over others. plans are great for value and coverage is great considering i live in the country.

Approximate cost: $59

they have great packages and it's good that everything is in one. unlimited landline calls, and optus mobile call plus the internet usage. good service whenever we have questions and call them on their hotline.

Approximate cost: $79.00

great company heaps of packages. Great bundle discounts and great for calling optus to optus. My whole family is with optus so we take advantage of the optus yes time

Approximate cost: $79