76 reviews about Optus

verified email - 01 May 2013

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!

verified email - 17 Apr 2013

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.

Eveready 26 Apr 2013

A good find SB, as a rule the Optus stores seem to have great difficulty sustaining a welcoming disposition but at least they're always a bit more welcoming than Telstra.

Unfortunate that because they depend on conning their clientele into purchases they often don't need.

verified email - 18 Mar 2013

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

11 Dec 2012

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.

verified email - 30 Oct 2012

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.

verified email - 05 Jun 2012

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

DonaS 08 Jun 2012

Theyre hopeless... they dont tell you that the deals they advertise on TV such as Fusion dont apply to everyone...because its area restricted...false advertising if you ask me!

verified email - 28 May 2012

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

verified email - 08 May 2012

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.

06 May 2012

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

verified email - 28 Mar 2012

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

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