Optus Reviews 2,455

My experience of Optus is of absolute dismay. Your ability to serve face to face has disappeared. We say Yes is your motto. It means we will say Yes you are a stupid looking person / customer who expects service and do not understand anything about how connecting to the internet or mobile network works. Most people are more savvy today than when the telephone and internet was first invented. Never to get sucked in again your service is pathetic. I really tried to utilise face to face customer experience again just for the hell of it. It is a waste of time. Your people look down on others as if they smell. Do not ask me to be respectful to your staff if they are incompetent rude and poorly prepared on how to serve someone. Being in the customer service and hospitality industry for over 40 years it saddens me to see and experience such deplorable service.
A tip to Singtel. Improve your service by closing down all your outlets and not hire staff that are not willing to go the extra mile when providing service. do not hire anybody that does not understand what customer care is all about. Improving this first then reopen your doors and you will kill your major opposition in no time at all. Goodbye I do not know how else to articulate my disappointment any further.

After many years putting up with Optus' regular service disruptions, ongoing email server problems, poor customer service, and all in the face of perpetually increasing prices and reduced service (free emails that we have been using for years being covertly phased out!), we finally had enough and switched to another provider. SHould have done it so many years agao. Life was instantly SO MUCH BETTER. Even though Optus makes that switch as hard as possible - I highly recommend you do the same if you are suffering them still. And if you're thinking about switching TO them - DON"T... you will regret it.

Just spent an hour and half trying to rectify a simple problem which wasn’t rectified. To say my stress levels was through the roof is an understatement. The problem is worse now and there is nooooooo way I am calling you again. I haven’t had to deal with you for a few years thankfully, and now that I have, I can only say what a bloody useless company .

Join Optus and they will return give you a nervous breakdown. They will interfere in your personal life with no qualifications because they got nothing better to do. After all they are a communication service. They meee to know your private business when changing your number. 7 staff members and 2 hours and 15 minutes and still haven’t got it done. It was supposed to be a 5 minute phone call with one staff member. I’m not a customer but I’m a victim because I joined Optus. What was I thinking.

Optus starts recording your conversation without notifying you that you can opt out of having your voice recorded and now they are insisting they have the right to record your voice. So with there insecure servers, a hacker can get hold of your voice recording and use it with AI to hack other accounts. Leave optus and keep the money in Australia

This company is the worst in the city dead internet it’s better to don’t have any internet access then having your shit network. Even if someone says use this internet and I will give you what ever amount you want I won’t because you guys are total disaster why don’t you close your self you stupid company every one know you guys are rubbish why don’t you just shut down having you guys or not having anything is same if I can give negative star for you guys it will be negative infinite please who ever is planning to buy Optus please don’t you will not be happy at all

I visit Australia regularly and have used Optus service until recently. I had had very bad experience with the service staff, once at the Sydney airport and the other time at the retail shop. The staff were rude and I was publicly humiliated by one of the staff at the airport in front of many people. I think the staff at Optus were trained to be rude. I will never use their service anymore.

14/04/2026
Update on the below complaint
Till today I have not yet received the promotional TV and its more than 60 days since I redeemed the TV.
And to hear Optus washing their hands from the promotion that was on their website.
Besides, not receiving the promotional item, I am being charged for the mobile as well as the balance owing of previous mobile.
Optus must compensate me for this dodgy deal.

Dishonest promotion to buy mobile samsung 25 Ultra with 65 inch TV. Received mobile but not the TV. NOW THEY TELL ME it was on the website that the TV will be delivered in 60 days. I did not see that when purchasing the mobile.
I paid the bill but it still shows outstanding and they have given me bad credit rating. I am going to complain to AFCA.

they dont even pretend any more. they just take money out of your account and dont tell you why and then you have to fight endlessly to get an explanation, let alone get it back. this is not to criticise the philipino call centre workers, who are just the collateral damage in a messed up business plan. be kind to them.

Dreadful customer service and after I left still trying to take money out of my account. Would highly recommend not using this service

Everything went wrong before I even purchased the service. The response time is always unacceptable — at least a five-minute delay between every single message. I was asked to verify my identity over and over again, like the previous checks meant nothing.

There was zero understanding of the issue I was raising. Instead of actual help, I kept getting generic copy-and-paste responses that didn’t address anything I was saying.

This has easily been one of the most frustrating customer service experiences I’ve had. The level of service from the Optus support team is beyond disappointing — it’s an absolute mess.

Three weeks after logging the order, the modem still hasn’t been shipped, yet billing has already started. That’s just a complete shit show. Honestly, it’s pathetic and pretty disgusting.

Optus has the worst customer service i have ever seen in my life.

It’s rubbish never works and very slow don’t get it if I could give it zero I would

All I wanted to do was to come home from the local pub which disappointed me, when the footy started first the tv went out then my team couldn’t play. Ive now gone home to try again but no I’m stuck watching it on my brothers phone, all because my internet is down Optus count your days. Very poor quality and I tried calling no one answered and it gave me a bad experience with rude reception lady waiting hours to get onto Optus and still wouldn’t help me. Yous all suck and your all disgusting and pathetic and Optus is rubbish can’t get the tv or nothing else to work all because of stupid Optus

I have spent 10+ hours on the phone to you , give me my refund for the money you stole after I cancelled the plan. I have been a customer for 10 years, how is there not enough payment history for a refund?

Lies told by you
1. you can/can't call overseas numbers , you have said both
2. you can/cant send cheques overseas, you have said both, I have no check nor do I want one , its 2026, im almost 30 and haven't seen a cheque. Put the money back in my account
3. you will get back to me , been told that one 10 times and have yet to have you guys contact me in any way which has been discussed over 10 hours of talk time
4. Your promises to help me, i have spoken to 10+ agents, not one single one has followed through on anything they have said
5. your gonna give me my money back (its been 10 months)

What am I supposed to do? You have wasted my time, mucked me around, frustrated me and offered 100 solutions and followed through on 0 and then just repeat the same garbage solution that doesn't work. You took the money out without permission SO PUT IT BACK IN.

This is the most immense amount of frustration I have had in my life and it is not fair. I have never felt so scammed and lied to in my whole life. FIX IT! and Don't patronise me with apologies, you can't be sorry and continue to do the exact same thing. Now put that all on file so next time I don't have to wind myself up repeating the same damn sob story to the next poor agent that the information is not passed on to and PLEASE for the love of god RIGHT THIS WRONG

Terrible company, service provider cant even hire people that speak good English and there providing services to an English speaking country.

6weeks with them still couldn't set up my home internet, go with telstra save yourself the headache.

I cannot believe how bad the Optus customer service experience is. I cannot even detail all the problems I have had with Optus regarding mistakes made with overseas roaming. But the worst worst worst aspect was that I was unable to speak with a customer service agent who was able to clearly understand and respond to the problems.
I went into the city store to see if it would be better than the multiple soul-destroying call centre experiences I had, only to have the Sydney Optus agent LITERALLY CALL THEIR CALL CENTRE to manage the problem.
I am leaving Optus forever.

New customer , great they have a good plan , so signed up bringing my own modem / nbn compatible 👌🏼12 months 👍 gave them all my details only to discover that I can’t bring my own modem and if I don’t stay with them for 36 months I have to buy their modem , monthly payments 🤬…………. How desperate are you OPTUS for customers!

Was looking to get their NBN service with the promo from finder however they are the only company who state my address isn't eligible despite being with superloop/more/aussie broadband in the past.

I attempted to reach out to them to enquiry as to why however they have no means for reaching out apart from downloading their app, No email, no contact us, no live chat.

If this is the support BEFORE I sign up I can only imagine the support once I sign up.

Went with superloops promo instead $79 for 6 months.

I changed from telstra to optus to save money on plans what a mistake the reception in Campbelltown is bad cannot use data on my Samsung S25 plus I'll will be going back to telstra and pay the extra money