Optus Reviews 2,455

Rang them twice to sign up 3 handsets,in the second call they asked me to visit one of their stores and sign up there.My husband visited an Optus store today and was told to ring and sign up over the phone.I did ring them for the third time trying to do just that,was placed on hold for over 10 minutes as the staff member needed to check with her supervisor ,the call got disconnected and they never rang back!
You might expect Optus redoing to provide better customer service following their humiliating data breech in 2022 especially when I am trying to sign up for a new plan!!I can imagine how poor their service would be if I needed technical support😳no wonder your reviews are appalling !
I decided to go else where .

This company is good for nothing besides corporate welfare for disgraced politicians. Requested a brief delay of payment due to the sudden unexpected cost of having to move house. The automatic response system could not handle the request for two weeks delay, could only process 10 days maximum. When redirected to a live responder, the respondent agreed in principle to the two week extension- but then said that the system would make an automatic attempt to take the funds on the original date anyway. As the account is an overdraw account, this would be tantamount to no change whatsoever. When I made this clear, I was "passed on" to another department, who only responded 6 hours later- far too late to make any difference. The account has been charged, adding to an already incredibly stressful situation for no reason whatsoever besides the system being too stupid to put an in-principle agreeable and agreed to (and very short) delay in payment into actual effect.

Again: this company is good for nothing besides corporate welfare for disgraced politicians. Steer clear. Get an Aldi prepaid sim and save yourself the hassle.

The worst service ever... I wanted to put -1, but that's not an option. My husband and I called Optus for address relocation, a process that should only take 5 minutes. We were on the phone for about 3 hours, getting asked the same question multiple times, and being put on hold repeatedly. On top of that, the employee spoke too fast and his pronunciation was incomprehensible. If you want to have a nervous breakdown, call Optus.

Internet never works. Cant be more than 1 person on the internet for it to work

i had an internet outage on Sunday due to a line fault. Contacted Optus straight away and they organised a technician visit the next day. Tech arrived promptly and had me back up and running straight away. So stoked with the efficient service. Customer service from Kayla in store was excellent as well. Massive W Optus! Thanks heaps

I connected to Optus support on line and took over an hour to git reply that they cannot help me and someone from Optus will within 9 days. It appears that my messaging was with someone overseas as asked what time is at my place.
The issue was that I lost NBN connection and just wanted someone to check my account. This has happened twice before and I have found they Optus disconnected me from NBN. After waiting my time of getting nowhere I logged onto Amaysim NBN and brought 100 speed for $80 instead of $99 per month. After signing up with Amaysim, I was connected to NBN in two hours and tunning great.
Also when I contacted Optus to cancel my account it took one-hour and 10 minutes to do so. I have found Optus support very slow and useless and would recommend their service at all. Very bad.

I host a small personal website and have been for a few months now. I restarted my server and all of a sudden, I could not get it back up. I kept getting 522 errors. Randomly, I was unable to host my own website. Both port 80 and 443 were closed even though I had port fowarded them. Starlink could have done a better job at port fowarding and they dont even have port fowarding.

I have never been so infuriated by such an incompetent staff members and a ridiculous system. I will be lodging this complaint with both Optus, google reviews and trust pilot. You advertise to internationals at the airport and cannot take any sort of international ID. I already have an account but will not and cannot magically spawn myself an Australian drivers license and Medicare account. After speaking to an initial representative who said my UK passport would be sufficient I waited on the phone for 29 minutes before being transferred - luckily this is all recorded ‘for training purposes’ so go train your staff- then after a few more minutes of speaking I was then told they could do nothing to help and can’t cancel the account without verification. I have logged onto the app but can’t verify the number cos the phone that it was on broke. Thanks for that Optus. When I tried to pass this information onto the team the system somehow could not take the complaint. No wonder the reviews on the app are much better than google or trustpilot reviews. They literally block the bad ones. They still will not allow me to cancel the account or give me access to the eSIM therefore are still charging me without attempting to rectify the issue.

A case number was raised by Optus instore on Mar 14th for resolving my Optus number share. I was told it take 24-48hrs so by Mar 17th it would be resolved. Today is Mar 20th and still no resolution as I was informed instore this issue is common and would be easily resolved. I’m really appalled by the poor customer centric focus demonstrated by Optus along with their poor communication in providing any updates. I definitely would NOT recommend Optus based on my customer experience and shall be charging to another service provider.

THE WORST PHONE AND INTERNET PROVIDER . I have 2 property sign up with optus internet . 1 with NBN , the other 5G . NBN DROPPED like flies even i paid 109$ a month so i canceled the NBN , got charge an extra 140 bucks , after a couple of conversation , for some reason the lady didnt understand what the issues are , she canceled my 5G , left me no internet the next day speechless . NO MORE OPTUS FOR LIFE

Talked to Rakchita on the phone to ask about upgrading my NBN home internet plan
Most of our conversation, she put me on hold and said very 10 mn she will come back to say wait I ll put you on hold
Very frustrating as no result and I lost an hour of my day trying to g to get answers
Will change provider just for that reason as customer service is unacceptable

Went through the worst customer service with their call centre.
1. The operator kept putting us on hpld as she dodnt know what she was doing and needed to seek advice.
2. Didnt formily explain the process of how to change of ownership before starting the process over the phone and completed wasted our time as end result " was not able to successful transfer ownership"
3. I dont know why they have to do credit checks to transfer ownership
4. Didnt understand what she was saying half of the time so had to clarify everytime she spoke, took more time trying to decode what she was trying to say.
5. Have been a customer with optus for 7 years and ending abruptly.

I don not reccommend talking to their call centre. What ashame Optus.

I've contacted Optus seven times now—phone, online, and in-store—to get my business NBN connected, and it's been a complete disaster. First, they onboarded someone else using my driver's licence number, which we had to untangle. Then, after a Saturday store visit where they blamed a "technical issue" and sent me to phone support, the rep promised a callback that never came. On Monday I spoke to a new rep who ran my credit check twice unnecessarily, hit another glitch, and promised a Tuesday follow-up—also ghosted.

Because of all this issues and other reviews regarding services I no longer want to proceed with this request. For a major telco with a history of scandals, this incompetence is embarrassing. Service rating: 0/5. Fix your systems, train your staff, don't outsource everything—as you will surely LOSE a lot of customers.

Horrible internet service. Been with them for many years but now time to switch

I am extremely disappointed with my recent experience with Optus roaming services. Without any prior notice, my access to the Optus platform was suddenly blocked while I was in Vietnam, leaving me stranded with no means to contact anyone for assistance. To make matters worse, my Commonwealth account was also inaccessible, further compounding my distress. Despite multiple attempts to reach Optus customer service, I have been unable to get any clarification or support regarding this issue.
This lack of communication and support has caused me significant inconvenience and stress during an already challenging situation abroad. I strongly urge Optus to prioritize customer assistance and ensure that their clients’ funds and accounts are accessible at all times, especially when they are overseas. Reliable service and responsive support are essential, and I hope Optus takes immediate steps to improve their handling of such incidents.

Crap! Poor customer service, poor overall. Don't waste your time.

assured me they would not cancel my contract until billing date multiple times on online chat, signed off chat and contract disconnects 10 minutes later, their mistake but ive had to try resolve this by spending HOURS on their online chats 3 times as they are useless and dont process anything unless you chase and chase or they do the opposite of what you as

Who new activating a sim card would make me want to put a gun in my mouth.

Australian citizen but moved to UK, came back to visit family. Went to get a sim so I would have data while i'm here. Forgot about the whole ID thing (which is such a nanny state move) requiring a passport or license to use the internet apparently.

No problem try my aus drivers license, "Sorry issue validating" ok how about my passport "sorry issue validating".

Contact support, still trying to get them to activate it it's been over an hour now, I'm almost at the point of just getting a different sim now.

Awful operator I've ever seen. Never go near this operator.
got a pre-paid 28 day sim card. I physically recieved it and activated the sim online and got a new number. The sim didn't work on my phone!
I asked for online help, the operator told me I have to go to store in person to sort out the issue. Even in the store they couldn't sort out the issue after 30mins neither they could refunded my money because I purchased it online!