Optus Reviews 2,455

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

NBN change of ownership disaster.
I have an NBN internet plan with Optus that I have been trying to put into my ex partners name.

My first contact with Optus was on the 23rd of March and over the past week myself and my ex have had to miss work, make multiple calls totalling over 6 hours, message the after hours team for 1 hour,  been told lies regarding call backs and a whole load of mixed messages.

The first representative told me that they could complete the change of ownership but soemthing went wrong so we were advised to go to an Optus store. The store in our local area told us they couldn't help because they are not a fully fledge store and to call the service team. When I called again I was told that we could change ownership if we agreed to getting fibre to the premises. This request was completely unreasonable as we are twnants, who can not give permission to tear down walls, and because I myself am no longer a tenant, I could not request permission from the owner to make changes to the building. I then requested to speak to a supervisor and was told I would receive a call back right after the current client they were speaking to. They didn't call back which resulted in it being after hours and me having to message the after hours team. They told me that they could not assist me and that I would have to call again the next day. I then requested to make a complaint as this process was dragging on way to long. I was not provided with any means to do so and instead was offered another a call back and a month free on my NBN plan. The next day I did not receive the call back and instead had to call myself. This time I was told I could change the ownership if I downgraded but I would have to wait up to 24hr for the downgrade to process before the change could occur. I requested to talk to a supervisor who sent me an email detailing that if I did not get a call back the next day that I could cancel the service free of charge. This time I did receive a call back but was told that the downgrade was still pending and needed another 24hrs to process. I asked if I could just cancel the service as this ordeal had gone on way to long but was told the plan coul not be cancelled as the service had a pending order. He insisted that he would call again tomorrow to finalise the transfer.

Honestly I am appaled by this so called service. It should not take this much time or effort to change ownership of a plan and Optus representatives should not have such varying and deceitful protocols. This situation has been severely stressful and a complete waste of time.

If optus wants to improve they need to streamline processes, complete customer requests in a timely manner, have set procedure that are consistent and do not vary based on representative, allow customers to complain when things are not working well and actually follow through with promises such as callbacks.

I’ve been with Optus since 1998, so I’ve always considered myself a loyal customer - but today was honestly disappointing. I jumped onto chat to discuss my mobile plan, as prices have been getting quite high and I wanted to see what options were available before considering moving providers. After initially connecting, I was placed into an “expert” queue… and then waited 1.5 hours with no response at all.

That level of service just isn’t acceptable, especially for long-term customers. I wasn’t asking for anything unreasonable - just trying to have a conversation about my plan and see if there was a better option. With rising costs and now this experience, it really makes me question whether that loyalty is still worth it. Hoping Optus can do better.

Please, for the love of god save yourself a mental breakdown and go with a different internet user.
I organised internet for my property 2 weeks ago, took over an hour to set up.. ok this was fine, to be expected.. they do all their checks etc and say yep.. all good to go.. call tomorrow to organise a technician to come out and sort the initial nbn connection as it is a new build.
I called the next day and was told, the account is all set up and you will receive a text when the technician is on the way.
I then call today (10 days after being told technician will text when on the way) to explain nobody has come.. we have received the modum etc but no technician..
Im then told the account was never finalised and I needed to redo the account and reapply for internet again. This took anothee 1.5 hours. I was at the last point and told id be put to the activations team and theyd explain the situation and a technician would be scheduled.
I got through to activations team.. and they asked my name etc and verification details and then asked.. "how can we help".... are you joking! I just spent 1.5 hours on the phone organising an account..
This guy then has to work out whats going on and 20 minutes later says "oh.. i need to cancel the account as for you to order the technician you need to do the setup online yourself as it is a new build"... so i set it up online.. which tool another hour.
I got to the FINAL stage and was told ohhh someone will call you in two days to organise technician and finalise the account..

This is just a mokery. 4 hours of my time spent trying to organise NBN connection and home wifi. Something that should be at maximum a 1 hour task.
Ive had to give these people my full personal details over and over and over again as they can not communicate properly between teams.
And STILL after all that I dont know when the technician is coming... if at all
So 3 weeks after being told the account is activated and we will organise a technician we still dont have home wifi working.
If they think I am paying for internet from the initial set up date they can think again. Ill be paying from the day the technician connects my NBN.
If I dont receive a phone call tomorrow I will be cancelling and going through another company + will be taking my complaint further.

If you're planning on doing their optus remedation program, just be mindful you'll be waiting about 6 weeks for any sort of communication or resolution, you will get told all different lies and stories when you call and ask what's going on. I was supposed to get a call back on the 10/03 LOL I'M STILL WAITING!! It's a joke and they're treating it like a joke.

If I could give BIG FAT ZERO I would. Mind you, I’m the type of person that would rather stay quiet than to leave a bad review. But this time Optus deserves it. Contacted their support on 4 separate occasions, wasted hours just being transferred to the ‘right’ department, and still they left me hanging with NO RESOLUTION each time. So much for overpromising and underdelivering. They overcharged me for THREE consecutive bills. And thanks to their UNACCEPTABLY LATE response, I was given a Final Notice and they threatened to disconnect my number, leaving me to pay MORE than what I ACTUALLY OWE. This is EXTORTION. I swear I will leave more bad reviews if they don’t give me refund. After that I’m so leaving this crappy provider. Never again.