We have our mobile and home phones with Optus. The package deals are great, as are the capped plans. Overall good value for money, especially the capped mobile plans.

Recently I moved house and organised the connection over the phone with a sales member. Was told it would take no longer than 10 working days so I was ok with that as I had organised everything early, but when it came time for the connection date a girl from Optus rang me and said that the sales member had made a mistake with my order and she had to do it again so the connection date had to take longer, it ended up taking 14 working days all together which was pathetic! (mind you it only took the tech about 2 minutes to do the connection once he was here and he did absolutely nothing). The telstra tech was the one who did the connection. I don't understand why it takes so long for a connection, especially when the previous tennants were also with Optus? and it took me several mobile phone calls to them to find out what was happening with my connection. Customer service with Optus was just terrible and if I wasn't locked into a 2 year contract I would have changed to someone else. I'm really dreading the next 2 years now as this has happened and it is only the beginning.

Approximate cost: $89

We moved house recently and had to switch to Optus as we did not want to pay the $300 connection fee to change the line to Tesltra. They told us over the phone at the time of connection that it would take 10 days to get up and running. We were kinda peeved at this from the outset because the line was already an Optus line and that was already too long for us - the actual physical connection takes 20 minutes, why it takes 10 business days to get someone out to do this is ridiculus. So 10 business days turned to 12 turned to 14. NOT HAPPY. Turns out the line outside the property is owned always by Telstra but the line inside is Optus and so Optus actually had to have Telstra out to the house to facilitate the connection. Which I still don't understand why it even gets turned off between tenants?

Anyway, the whole process took way too long to organise. Telstra cancelled as they pleased and Optus could do nothing about it. So we waited, we finally received, the service is as it should be but going forward we will definately be seeking more info when connecting our home phone. Possibly it might have been worth our while to pay the connection fee elsewhere and save ourselves a lot of time, expensive mobile bills from waiting on hold to Optus to find out why nobody showed up as planned when i'd stayed home all day expecting a visit and without a courtesy call to tell me it was cancelled the first time! Better customer service is needed in being honest and up front about information and realising that we are paying customers and they should be calling us with updates, not vice versa with us hassling them to get the job done. I also feel had we not called them CONSTANTLY in this time leading up to our connection it may have taken even longer to connect.

Our home phone came with mobile phone & long distance calls blocked. It took 2 calls for this to be rectified. Our phone then developed a loud high pitched squeel. It took 3 calls before the phone fixed itself (thank goodness!)

Enquiring into my mobile bill and the person didn't know there job and then when I spoke to a supervisor he was rude and tried to say I was at fault and as most companies know the customer is always right. I also have my home phone with them and requested a silent number and voicemail about a month and a half ago and it still hasn't been organized. If I wasn't stuck in a stupid contract with them I would go to Telstra who charge more but have better customer service.

I have had numerous problems with Optus over the past year. I have been a customer for over ten years but have noticed a steady decline in their customer service. Mobile phone delivered faulty, arranged to have Optus Pay TV installed before Christmas 06, by the end of Jan 07 told them to cancel it (they apparently lost the application), had son's mobile cancelled over a $1.40 outstanding fee and resolving this took five phone calls trying to find someone in Australia to talk to - all customer service calls go overseas to call centres (they didn't even know the area code for Melbourne!!). The final straw is the extra charge they are enforcing if I choose to pay my bills by credit card - within the next four months I am moving the lot to another provider. I've had it.