Optus Recensioni 2.439

Garbage, worst phone network ever! I just recharged and data is so slow I might as well not have it.

Imagine being put on hold for an hour an a half. Be told you're in the queue 7 times. Be asked for every form of identity you could imagine then a security question that they randomly create. Then be told to go into a store if it doesn't work. Such a horrible experience. All I wanted was my new phone to work so I could order flowers for my wife.

Staff helpful but have 0 notes amd never actually listen or read what you say, there is no good support the staff member will tell you what to tell the next person like what you tell them and get them up to speed do I need to sign a contract so I can earn a wage from you nearly 2 weeks and still no active plan like wtf

Even one star is not worth giving to Optus. To start with I was not able to connect to Optus NBN. I asked the customer service provider if I will be charged despite still working on the connection and they said and assured me that this will not happen until you have connection. They say their conversations are recorded so they should be able to replay the conversation where one of their customer service officers told me that I will not be charged. Nevertheless, I was charged on the same day as that conversation. After struggling to connect with Optus NBN, we decided to cancel our service. Another reason is that we were no longer moving to Australia. We explain our circumstances and once again CUSTOMER SERVICE is assured us no charge will happen. Despite these recorded conversations, we have been charged for one day of service during which there was no Internet connection. I’m now in conversation with the messaging service that has promised to refund. Let’s see if this will happen. If I would’ve been charged despite canceling, I feel like the customer service officer should’ve been honest with me about this. If they were honest, I might have left the Internet working for a month for the new tenants and then canceled at the end of my billing cycle. Because they misled me to think that I will not be charged. I chose to cancel service. Overall, the customer service has been extremely misleading, unclear and quite exhausting.

Optus is discussing towards customers who wish to cancel service . Without advice they increase there rates. Accordingly when you go to cancel they make every effort to put you on hold for hours at a time make you identify yourself 4 or 5 times each time putting you on hold. These people should have there licenses suspended for sharp practice. I will lounge a claim and dispute some in poor health could easy have a heart attack or stroke with these unscrupulous high pressure control methods. Then walk away after killing somebody. Is this what consumer affairs wants from national carriers.

Absolutely terrible internet, it was fine for the first few days but now after two weeks of switching to it, I can't go 10 seconds without lagging especially in FPS games. The poor internet is also a huge issue when it comes to watching movies on netflix and other streaming platforms. Absolutely horrible internet and do not recommend!!

I'm very busy for work so I ordered a new phone online. It got sent via star track couriers. The phone never left the star track delivery centre as the driver couldn't find my house on Google maps. Ok that's not Optus's fault but what happened next was the poorest customer service I've noever encountered. So my phone was in limbo it stopped tracking I spent hours on the phone to Optus and star track too no avail. 2 weeks later I finally went into the Optus shop in Bondi junction and complained. The manager there said she could do nothing I have to admit I kicked up a bit of a fuss and through my constant complaining she finally decided to call the same indian call centre. We waited on the phone for an hour and finally got a number for the Optus warehouse number in Sydney. We rang them a spoke to the warehouse manager and he was like oh yeah that phone got sent back 2 weeks ago. Now he told me the phone had been cancelled and I'll have to get a new phone. The shop was closing so I went and bought a new phone at office works outright. Now 1 week later I get my monthly bill and I've been charged with the phone. That was 2 weeks ago and I've spent roughly 50hrs on the phone getting transfered back and forth trying to get this non existent phone off my bill. I've proved the phone hasn't been delivered I've done everything I could except fly to India for a 1 on 1 meeting. I've finally got through tonight at 6:55pm with a guy who's told me my bill has been fixed but surprise surprise it hasn't another lie from Optus...there is no customer service there is no head office there is no supervisor..it's a captain less ship that just goes round and round in circles. I give Optus a -5,000,000 stars out of 5 and the whole experience is one of the worst things I've ever come across. I'm still not sure it's resolved after 5 weeks

Absolute scam. Signed up for promotional period of 6 months, only to be told by the rep who activated the service that the subscription is for 24 months.
I applied on 14 April , got disconnected from the previous provider midnight 15-th only to find out that they shipped an Optus router and it will be delivered within 5 working days, So effectively, no WiFi for a week, courtesy of the Telco.

Support team is awful hardly understanding what they are doing. Anyway, ended up cancelling the order and signing up to the competitor. I have to wait 24 hrs to get connected, which is 7 times improvement on Optus connection. Wouldn't touch this telco with a six feet pole

I am unable to receive OTPs from my bank in Europe and Optus has not been able to help me in this urgent matter.

When starting the Sim, the App has seems to be put on autorecharge although I never have asked for this … as a tourist i needed to leave australia. On the last day of the 28 days period this was only noted somewhere in a message. My wife has had another supplier where this was not practice.

The team at Optus in Knox Victoria were all so friendly and fun . The vibe in there today was fun and relaxed a stark difference to the Telstra shop we had just come from . I’d go back to Optus for the team alone

Awful service once again, with absolutely no help at all. Random charges.

Stanly customer support is terrible. The website also keeps making the chat error out and you lose your chat every 5 minutes, then they blame you and say your account is locked due to too many attempts even though it's their shitty website locking you out and making you have to log back in.

I have optus mobile prepaid and the coverage is shite. My son barely got coverage EVER! It's like we are in a deadspot permanently now. It's been worse over Easter, I am done with Optus after over 10 years, decades, my whole family will migrate from Optus!

Very disappointed overall. Have been waiting for over a day for port out from Optus to Vodafone ( Vodafone has the phone cheaper and plans are cheaper). Optus informed me it is due to a pending order. Which I have cancelled had been given confirmation of the cancelation days prior. Now being told another mistruth they have to receive the phone back from their store to the warehouse before they can cancel the order. It hasn't even left the warehouse 5 days after the order been placed. Numerous attempts been made via phone call and by messaging within Optus app all telling different stories on what is happening and timeframes it will now take to cancel order. In store Narellan Town centre equally misinformed Optus representative informed me that it will take a week or two. I am lost not sure what I can do any ideas from anyone. Please help. Optus staff are telling different things and currently being charged by two tele communication companies

Had damage on a phone and was able to easily use my coverage. process was clear and easy. A negative turned into a positive.

Changing from s25 ultra to s26 ultra before Easter. I told Shepparton Optus that i used e-sim. She said okay, they will activated after 4 hours. 5 days later, no sim activation, call customer service through the apps- they told me to call 133+++ and i did on thursday. So, i have to call from my neighbour's number and coincidently, my neighbour used optus

prepaid.Guess who sim they activated? My neighbours number🙄. since no customer sevice even they said 24 hours-webs of lies i said. And after easter which is today, call them talked to the customer sevice-no help. After 30min, no resolve. I have to work. My break is finished by the time i wrote this and on my way to another sites. They asked me to go to optus shop nearby. Where? In the middle of nowhere. So overall, this time for s26 ultra services, i reckon the worst. I went blind till i have to go activated the other number for the other provider which is easy. And Optus, do better. Too much security, guess who got hacked? You Optus. You. I still want to be with Optus thinking its not too bad. But you literally bad Optus. Plus, do not get mad at your customer service. They done quite good. But need maybe more training how to solve problem. Only now optus put me in really bad position which no number activation plus debt. Thank you Optus. Champion.

Do not do business with this company. You will not be valued as a customer. Their customer service is unprofessional, app is dysfunctional, and are difficult to deal with.

Optus has randomly selected started charging $79 to a phone number that I have had suspended, due to living overseas for two years, despite paying monthly suspension fees to keep my number for when I’m home. I had never asked to resume the service since having it suspended. Contacted customer support provided zero understanding of the situation, insisted everything is my own fault and refused to refund. Customer services English was extremely poor, more interested in upselling products then helping my inquiry. I had to be passed between 5 different service teams, explain myself 10million times to different people, over the course of hours of text messaging. Zero progress was attained for a simple request over the course of 3 hours. I had asked to refund the charge for the service I did not request and stop future charges as I’m over seas. Then boom, the app doesn’t work, messages all just vaporised like nothings happened and your back at square one with some low iq overseas call centre operator.

Thanks Optus, guess I will have no dinner for the rest of the week and will starve.

Optus, what has happened?? They keep increasing my monthly charges *without* notifying me! An $80 increase over 3 months is highway robbery! Yes, it's paid because it's direct debit. I've been online for 2 hours, with no resolution. They admitted they don't advise customers when they will get an increase! And now, I have to wait for "an Expert in this area for assistance", because I requested a discount. Which shouldn't be a discount, I should be going for the full overcharges, which is the next step. My internet has been continually dropping out or at dial up speed for several months as well. Optus used to be a great company, what has happened, and why? I had so much faith in them before. The waiting time has provided a great opportunity to research other companies and compare plans, so another company wins a nbn and 2 mobile plans because of Optus' dishonesty.
EDIT: @Optus, thank you for your comment, however I won't be creating a X (Twitter) account or facebook just to send another message. It's been almost 5 hours and I'm still waiting for the "Expert in the area" to come back to the chat. I have asked when they'll be providing customer service so I can have my issue resolved, and... crickets. Also, Optus advises at the beginning of the initial message: "We’re in the process of upgrading our systems so we can deliver a better Messaging experience for customers.", apparently I have to use the same device to keep checking the message thread to see if there's an update because messages aren't able to be used on more than one device atm. Come on! So, with my laptop plugged in, I'm also using data I wouldn't normally use. Surely there's a better way to ensure your customers aren't treated like this???
EDIT 2: At the 5 hour mark, and after I asked for an update again, a new person joined the chat and resolved the charges issue, which took an hour. So now, at the 6hr mark, I'm being transferred to another department to look in to the internet dropouts and dial up speed issues.
EDIT 3: SEVEN HOURS! Yes, 7 hours to check billing, drop outs and slow speeds. Disgusting!

Optus representatives who work on the APP customer service line are absolutely useless! Every single time i have a quick question, its turn into barrage of other question not related and i end being on line for over an hour! Go in to a store if you need help! Dont bother with the app