• Service ADSL
  • Location Sydney
  • Activation 10+ days
  • 2.5
  • Speed Score
  • Reliability Score
  • Support Score
  • Value Score
Optus is the most frustrating ISP. We have our home wifi with Optus and firstly the network speed is really slow. It often dips in and out and I can't stream videos or upload things to Facebook for example. Every time I call the Optus support line I have to wait at least 20 minutes. Their online chat just keeps me on hold for like 30 minutes then disconnects and says sorry they're busy. The staff in the call centres talk like robots and just keep repeating the same information over and over when you say the problem isn’t fixed. They are so frustrating!

We just recently moved apartments and tried to relocate our Optus. Firstly, the man I spoke to on the phone when I called to relocate forced me into upgrading to a 24 month contract of unlimited wifi because the old plan we were on has apparently expired. When I said I had to call my house mate to check with her before I make that decision he huffed and said he’d already filled out the form and was ready to hit send. I asked if there were any month by month options and was told no. We weren’t happy with this so calling back again the day after, the second person I spoke to said yes of course we can go month by month.

It then took 3 weeks to instal our Optus in our new apartment. Every time I called them I would get someone new who knew nothing of what had previously been discussed. Why do they take notes on the system if none of the other staff can even see them? Why do they insist on making you key in your account number on your phone before you can get through to an operator only for the operator to then ask you for it all over again? They are the most frustrating customer service staff I have ever spoken to! Eventually we got our wifi installed only for it to perform really slowly. When I called for the 10th time to ask why it was so slow I was told it's because that ADSL can't handle multiple devices. So I can't use my phone and my laptop at the same time? Ridiculous! I would never recommend Optus to anyone and will be switching ISPs as soon as possible. I am with Telstra for my mobile phone and the service is heaps better.
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