• Service NBN Tier 1
  • Location Adelaide
  • Activation 8 days
  • 1.75
  • Speed Score
  • Reliability Score
  • Support Score
  • Value Score
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.
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