Optus is the 3rd largest telco in Australia and offers mobile, ADSL internet and cable TV (HFC) service. Optus mostly owns and operates it’s own network infrastructure whilst providing services into the NBN too. Other wholesale 4G Mobile and are the largest satellite wholesaler in Australia.
Overall Rating
5
Optus Reviews - NBN Tier 1(4) Write Review
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Service NBN Tier 1
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Location Sydney
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Activation 10+ days
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Speed Score
1
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Reliability Score
1
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Support Score
1
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Value Score
1
Customer service is bloody appalling.
Multiple promises of callbacks to fix things and no call comes. Their customer service staff just decide they can't be bothered to follow up a problem and the customer is left in the dark with the only option to make another call and hope the person that answers is a nice person that is happy to work through the problem with them, rather than just transferring the call.
Hold times of hours sometimes, completely broken and useless.
Your support staff need disciplining seriously if you want to sort out this quagmire of shit that's ruining your company, they're transferring customers for no reason half the time.
I've now cancelled my Optus connection and moved to Aussie Broadband. Their customer service is outstanding, and I encourage anyone reading this to do the same.
Faster connection, incredible customer service and 15 bucks a month cheaper.
Multiple promises of callbacks to fix things and no call comes. Their customer service staff just decide they can't be bothered to follow up a problem and the customer is left in the dark with the only option to make another call and hope the person that answers is a nice person that is happy to work through the problem with them, rather than just transferring the call.
Hold times of hours sometimes, completely broken and useless.
Your support staff need disciplining seriously if you want to sort out this quagmire of shit that's ruining your company, they're transferring customers for no reason half the time.
I've now cancelled my Optus connection and moved to Aussie Broadband. Their customer service is outstanding, and I encourage anyone reading this to do the same.
Faster connection, incredible customer service and 15 bucks a month cheaper.
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Service NBN Tier 1
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Location Sydney
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Activation 10+ days
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Speed Score
1
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Reliability Score
2
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Support Score
1
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Value Score
2
when we were connected on cable the internet wasn't the best but it was enough. then they wanted to connect us onto nbn and they were saying that the net is going to be a lot faster, now that we are connected onto nbn it is pathetic, less than a mbps at times. customer service is terrible, always being lied to and can never get any help off them. before you want to lock yourself onto a 24 month contract with optus, make sure you think again
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Service NBN Tier 1
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Location Others
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Activation 10+ days
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Speed Score
1
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Reliability Score
1
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Support Score
1
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Value Score
1
Where do I start. Took two months to get a home line. Internet is beyond pathetic. Most days speed of 2. Promised high speeds up to 100. Can't even use wifi.
Don't even bother using it during peak time.
Rang technical support only to be told upgrading the bandwidth. I asked when will this be finished. They don't have a clue. Should of stayed with Telstra.
Don't even bother using it during peak time.
Rang technical support only to be told upgrading the bandwidth. I asked when will this be finished. They don't have a clue. Should of stayed with Telstra.
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Service NBN Tier 1
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Location Adelaide
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Activation 8 days
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Speed Score
2
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Reliability Score
1
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Support Score
1
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Value Score
3
Joined up with Optus as I was a prepaid mobile customer and got an offer to save $20 off of a mobile plan if I bundled internet with them too. From day one there were issues, instead of putting them on one account they put them in two accounts.
They eventually rectified this matter but it took days. When the Internet was finally connected, we had dropouts every 5 to 10 minutes 24 hours per day. To get this fixed it took speaking to 5 different people whom eventually fixed it.
Due to the stuff ups I asked for a discount which was afforded and also an extension to be placed on payment. However instead of extending the account they CANCELLED it completely. They eventually brought my bill down to half and I paid it and they set me up with a new account. Same issues with dropouts, billing and lack of support from Optus.
Throughout the time whilst the account was cancelled before they would reconnect us, they let me use my mobile data to connect with no limitations placed on this as I explained we run two businesses from this location. When we finally got connected they tried to refuse to reimburse the data charges as they called them excessive even though our plan is unlimited on data through NBN and I explained our heavy data usage due to the types of businesses we run.
They also tried to charge me cancellation fees for the cancellation that they instigated incorrectly. I took these issues to the Ombudsman as the discussions were going nowhere. It has since been two months since instigating a TIO investigation and in that time I have attempted contact with their TIO CSR only to not be contacted back at all.
Tonight they canned my services but thankfully reinstated after an hour of arguing and have requested the TIO CSR to get in touch. I dont think this will happen as I have been falsly promised this in the past. Their customer service is beyond a joke, live chat barely works and it take 4 or 5 people to get what you need done, done.
Optus FB page customer service persons now do not answer any messages sent to them and they have not helped in any way. I continually get disconnected when I ring even though I am polite. It is beyond a joke. I would not recommend Optus to ANYONE. If I had the choice to leave and trusted any other company to assist me with my service I would however I believe they are all as bad as each other.
They eventually rectified this matter but it took days. When the Internet was finally connected, we had dropouts every 5 to 10 minutes 24 hours per day. To get this fixed it took speaking to 5 different people whom eventually fixed it.
Due to the stuff ups I asked for a discount which was afforded and also an extension to be placed on payment. However instead of extending the account they CANCELLED it completely. They eventually brought my bill down to half and I paid it and they set me up with a new account. Same issues with dropouts, billing and lack of support from Optus.
Throughout the time whilst the account was cancelled before they would reconnect us, they let me use my mobile data to connect with no limitations placed on this as I explained we run two businesses from this location. When we finally got connected they tried to refuse to reimburse the data charges as they called them excessive even though our plan is unlimited on data through NBN and I explained our heavy data usage due to the types of businesses we run.
They also tried to charge me cancellation fees for the cancellation that they instigated incorrectly. I took these issues to the Ombudsman as the discussions were going nowhere. It has since been two months since instigating a TIO investigation and in that time I have attempted contact with their TIO CSR only to not be contacted back at all.
Tonight they canned my services but thankfully reinstated after an hour of arguing and have requested the TIO CSR to get in touch. I dont think this will happen as I have been falsly promised this in the past. Their customer service is beyond a joke, live chat barely works and it take 4 or 5 people to get what you need done, done.
Optus FB page customer service persons now do not answer any messages sent to them and they have not helped in any way. I continually get disconnected when I ring even though I am polite. It is beyond a joke. I would not recommend Optus to ANYONE. If I had the choice to leave and trusted any other company to assist me with my service I would however I believe they are all as bad as each other.
