Optus Reviews 2,455

I have just cancelled 2 mobile data services for our business. I can understand the need to verify the customer, but Optus, which now relies entirely on an Indian call centre, takes it to the absurd.

Every time I had a hand off to another department: Optus business>credit>business>cancellations there was the dreary, repetitive scripts from the reps, together with revalidation of the phone number, email, etc. Finally, after 58 minutes (checked the call log), the two services were cancelled.

That's not a reflection on the Indians, they are a long way from here and can only rely on Optus' hopeless IT systems to support them.

Optus used to the "Yes" company, now it's the "I don't think that can be done" company.

I have a business account with Optus, which I had previously suspended while I was overseas. Recently, I contacted their international support line to switch my account to prepaid.

I was kept on the phone for one hour. During that time, they reactivated my suspended account. I even provided my phone number and specifically asked them to call me back if the line disconnected. They confirmed that they would call me within five minutes if that happened.

After one hour and thirty minutes in total, I was finally transferred to the person who was supposed to complete the process. That person said they were working on the request and kept me waiting for another 30 minutes, repeatedly delaying the process. Eventually, they simply hung up. I received no callback, no email, and no message — despite their earlier promise.

Now my account is active again without my consent, and I am concerned that I may be charged for the active period — whether for a day, hours, or even longer.

This has been an extremely frustrating and disappointing experience. Very unprofessional customer service and a complete waste of time.

Over charge every month by $50 every time I waste 30-60 minutes calling each month getting it reversed Then they’re unable to send amended bills. After the 4th consecutive call disputing charges I’ve spent a total of 2 hours calling. Im stuck on a plan paying off an iPhone 17 after just 4 months I will be lump sum paying off the phone $1247 and leaving for good. It’s not worth the hassle calling them every month.

I visited the Optus Shop at Level 5, Westfield, Parramatta today. As I needed to obtain printed copies of my bills/statements. A sincere Thank you to Mal and her Manager for their assistance. Mal was so helpful!

Been with optus for about 20 years.excellent company to deal with. Staff are so nice and helpful .great deal with my two phones and wifi dongle. Coverage is excellent!!! In bargara 4670

Optus are a bunch of thieves. Network constantly dropping out. I live in a city and the reception is absolutely disgusting. Worst customer service I’ve ever come across. Looking at cancelling all of my services and going to Telstra.

Dealing with Optus has genuinely been the worst customer service experience I’ve ever had. My NBN service was down for several weeks, and during that time I repeatedly tried to get help through their app. Every time I contacted support, I was told an “expert” would get in touch with me but that never happened. Not once.

There was no meaningful follow-up, no clear communication, and no sense of urgency about fixing a service I’m paying for. Instead, I was left chasing updates, wasting time, and dealing with ongoing disruption to my internet with no real support.

It’s incredibly frustrating to feel completely ignored as a customer, especially when the issue dragged on for so long. Reliable service and basic communication shouldn’t be too much to expect.

I’m counting down the days until my contract expires so I can finally move on. After this experience, I won’t be coming back.

Optus esim from shell harbour shop.Didnt have passport so showed uk picture driving licence and were happy to sell to me .When to new zealand for 8 days asked in airport at optus shop re best todo he said I will stop data and buy new sim .Fine come back to Australia and phone locked need put number so go to shop who sold it asking for help and said I needed passport said you sold me one without it on q2 December to which he said I did not and called me a liar so after being asked to leave shop I have no phone due to incompetent management and call centre kept saying we have sent a number to your phone 10 time I say phone is locked so they said we can't help.this is the most incompetent company I have dealt with .

I had a lot of problems with my mobile phone.I went into the Optus store in Parramatta. I was looked after by the manager Sam . He was so helpful , and fixed everything. I am a very happy customer.

A disappointing customer service - we have waited hours to get through, hung up countless times, when we did get through they said they would reduce our monthly phone bill but never received a contract - we want to move back to Telstra but when we ring - the line says - a "delay in connecting so why not download the app" - we have had the worst reception since moving to OPTUS

Absolutely appalling service from start to finish. The internet connection is unreliable at best and completely unusable at worst, with frequent outages and painfully slow speeds that never match what’s advertised.

Customer service is even worse. Long wait times, unhelpful responses, and representatives who either don’t seem trained or simply don’t care. Issues are “escalated” and then disappear into a black hole, with no follow-up and no resolution.

For a service that’s essential in 2026, this level of incompetence is unacceptable. I would not recommend this provider to anyone unless you enjoy frustration, wasted time, and paying for a service that doesn’t work.
Lucky to get 30seconds streaming before it disconnects then reconnects. Most times won't even reconnect. Have been making complaints since mid December still not resolved.
Thanks for the reply, I was again in your chat yesterday again and again today..Time wasting is what it is, talk to a Robot for most of it, no understanding of issue and when human comes on so they say they want you to explain the problem again... Problem fix the service what we pay for and stop making excuses. Why is it in the last 2 months the internet service is appalling. How many times I have been told in the past they are doing upgraded in the area... What for 5 years. If you can't provide the service, you tell your customers instead of making excuses and lying.
You won't even update the modem unless I provide my credit card details.. This won't happen as you have already previously breached my personal ID with my driver's licence. My bills are always paid on time so don't know what the issue is.. I'm sure there will be an issue when I stop paying the bill until you fix the service.

Wow omg what can I say . What a joke and they charge me top dollars for internet and the last 2 days I have been on the useless chat trying to get our internet stable . Optus must have egg shells for HFC cable because in the last 10 years it’s been a problem for our business and my kids sometimes have to go and use the library wifi . We have an internet plan of 650mbps average speed and the average on a good day is 159 but last speed test was 10mbps . It seems the internet coming to my house is pretty bad and my neighbour opposite me has the same problem. Unfortunately Optus will never fix this problem and does not hold the skill to do so . This 91% trust pilot score of bad experience and the worst reviews must be taken seriously 😟 please I beg you optus just fix your system and for gods sake get some local support not script readers from overseas. Maybe ask Aussie broadband how there rating is just amazing.

You's are useless and I can't understand you's when I'm trying cancel my plan with you's and you's did nothing to help I honest can't wait to never talk to you's again

I hope you can include PayPal4 with payment options.

Terrible internet, overpriced options and goes extremely slow every month. Very inconsistent internet speeds from terrible to manageable. Have contacted many times when servers are down customer service is horrible no help at all and took hours to respond to me and tell me to wait.

Optus suck, pure and simple. Some of the worst customer experience I've ever had and absolutely no loyalty to long term customers. Not worth your time or money.
I'm phasing out my services as they expire and will happily pay more for better service elsewhere.

Update re Optus response. You had multiple opportunities to provide good service and you didn't care. It's too late now. I'm not interested in a company who only cares about it's customers when they leave.

I had to certify my details 8 times speak to 4 different customer service representatives and my matter is still not resolved utterly useless.

Terrible! They don't listen, they call you back when you have clearly given instructions on when I can answer calls. I should charge them my hourly rate for all the hours they make me waste chasing up their incompetent staff. Not to mention the call often gets disconnected (or they hang up) after 40 minutes. They put the bills up (by a lot!) after the contract ends WITHOUT emailing that it will be happening, many people wouldn't notice with direct debit in place. If I could give no stars or minus stars I would. Not to mention I see Optus replys to these complains but nothing changes - I think it's time to either overhaul the management and staff or even better for me to jump ship- loyalty means nothing! I think the "yes" marketing campaign should be changed to "no"

Shittest company, customer service they take you on a meet the team tour when you call to ask a simple question, and play immature games 4 hours it took and didnt even get resolved. A million experts to transfer and meet. Vodafone is good their indian customer service much better then the philipinos from Optus.

Very unhelpful and lazy call centre located overseas who work on scripts and constantly put you on hold while they chat with their colleagues or other customers. Transfer from department to department as an excuse for their so called policies and procedures. Annoying scripted sentences constantly being repeated apologising for basically wasting the consumers time and not assisting the consumer. Staff at the “offshore” centre are not knowledgeable with regards to Optus products.
Very very disappointed.