Optus - Faults Customer Service Issues

Whenever I try to access websites like Google or YouTube, I keep getting redirected to Westnet's restricted access page, followed by a link that doesn't load up properly. I recently signed up for a new AUD ADSL+ service with a connection date for the evening of [redacted]. Although I still had my iiNet service until Monday morning, I saw on [redacted] that I was connected to the Internet. Even when I checked the advanced settings, it confirmed the connection. I attempted to diagnose the network on Windows, but it couldn't detect any issues and confirmed the Internet was working fine. I use a SAGEMCOM modem. I had an iiNet connection before and contacted them to cancel my service on Monday morning. They emailed me to confirm the cancellation, and now I am unable to use their Internet service.

I have been experiencing continuous issues with my network connection for over a week now. Every time I run the troubleshooting in the "Network and Sharing Center," it suggests resetting the router, which is frustrating. Additionally, it is bothersome to reach Optus Faults for assistance. I am curious about the $30 service offer; it seems suspicious and potentially misleading. I pay an average of $[redacted] per month for a service that is below par. I expect the service to fulfill the promises made to me, which is not the case currently. Since the beginning, there have been persistent problems with my connection. I urge you to review my account to understand the ongoing challenges I am facing. This situation is becoming increasingly frustrating for me.

Our business phone lines are currently experiencing issues. While there is a dial tone, all outgoing calls result in a busy line, and we are unable to receive calls. I contacted [redacted] but after a prolonged hold, I was redirected to the correct department, waiting for 1 hour and 35 minutes. Optus advised me to call [redacted] through their chat service. Upon calling this number, I faced another lengthy hold of 1 hour and 20 minutes before being abruptly disconnected. Subsequent calls led to additional hold times and eventually an automated message citing technical difficulties before another disconnection. The inability to communicate via phone or fax is severely impacting our business operations. After spending a total of 4 1/2 hours attempting to contact Optus, urgent assistance is required to resolve this issue promptly.

Since connecting to the NBN with Optus, we have faced ongoing issues. While the internet speed problem was resolved, we are now dealing with connection problems. For two weeks, we have been unable to connect to the internet or our Fetch box. Even though it shows as connected, we keep experiencing dropouts and error messages like "connection fail," "no internet connection," and "streaming issue." My phone shows as connected to WiFi, but no pages will load. The reference number for this case is: [redacted]5. Dylan has spent countless evenings trying to fix this to no avail. We have requested a technician visit, but our request has been ignored. If this continues, we will escalate the matter. If Optus cannot provide the service we are paying for, we will have to consider discontinuing our service with them.

I bought a phone from Harvey Norman in Bundaberg a month ago, and my Optus contract got canceled without any clear reason. After a 200km round trip back to Harvey Norman, they agreed to take the phone back since Optus canceled it. However, the next phone I got had reception issues at my place, so I had to return it again, another 200km trip. Finally, I have a working phone now, but Optus claims I owe money for the first phone. Harvey Norman initially assured me the Optus rep would resolve this, but three more times, I was contacted by Optus for payment. Despite informing Harvey Norman every time Optus reaches out, the issue remains unresolved. I pay my bills on time, but I shouldn’t have to pay for something I didn't use. I need this sorted soon as my patience is running thin.

Good morning, I am reaching out regarding phone number 03 9[redacted], which has been non-operational for several days, affecting our business by not receiving any incoming calls. An Optus technician visited on Monday, October 17th, incorrectly identifying the number as Telstra's. The issue was supposedly resolved previously by resetting the number from Optus's end due to ongoing work in the area. We are urgently requesting your assistance to rectify this matter promptly. We intend to seek compensation for the inconvenience caused by this error. Our account number is 8[redacted] [redacted] 14. Thank you. Dentist@[redacted] located at [redacted] Highbury Road, Mount Waverley.

On Monday, November 12th, my mother-in-law stayed home waiting for a technician to switch her home phone to NBN. The appointment window was from 8 am to 12 pm, but when I visited her, she said no one had shown up. After contacting Optus, I learned the technician had been there but didn't connect her modem. Following Optus' instructions, I connected the modem, but since then, she has had no phone service. Despite my efforts to fix it, the phone line remains engaged. As she is elderly and unwell, needing a landline for communication without internet, this situation is critical. I urgently require a technician to rectify this issue promptly before any emergency occurs. This situation is unacceptable, and I've been patient, but now swift action is needed.

We are a business in Welshpool that recently switched from Telstra to Optus, expecting a smooth and quick transition to NBN services. We have mobiles, landlines, Optus Loop, and internet services with them. A technician came initially but only partially set up our Optus services, promising to send someone to finish the job once NBN was available in our area. Later, an NBN Co technician found issues at the exchange end. Despite contacting various Optus helplines, we haven't made progress. We need an Optus technician to correct the initial setup issues and address the NBN connection problems promptly so we can operate as promised. Thanks, Luke.

I am inquiring about my phone line issue. Despite two chat sessions, my voice message problem remains unresolved. Last Monday, after an hour-long chat, I was promised a resolution within four hours, only to end up with no phone line after being disconnected. It has now been 36 hours without service, and I am frustrated by Optus's lack of response. I am eager to have my phone line restored promptly and the voice message matter addressed. I request a call from a higher-level representative to explain the delays. Kindly refrain from requesting irrelevant account details in the future. Thank you, T.L.

I spoke with Jessica from Optus in the Philippines at 8:10 pm on Tuesday, December 11, [redacted]. She suggested that I disregard the letter signed by Mr. Tim Cowan, Optus Vice President of Loyalty and Customer Management, dated December 7, [redacted]. The letter labeled "FINAL NOTICE" stated that my Optus home phone and/or broadband service at 25 Sandalwood Road, Farmborough Heights NSW [redacted] might stop working by January 15, [redacted], due to issues connecting to the NBN. The letter mentioned the closure of the Optus ADSL network at Unanderra Exchange impacting services. Jessica advised me to wait until January for NBN connection before taking any action. I expressed my concerns about conflicting information to Angel in the sales team in the Philippines, who recommended switching to another provider promptly to maintain telephony and broadband services. I have requested further clarification from Optus and await correct instructions. I wonder if switching to a new provider is necessary as per the letter dated December 7, [redacted], titled "FINAL NOTICE." Thank you, Shirani R. 25 Sandalwood Road Farmborough Heights NSW [redacted] Account Number: [redacted] Kindly email me the correct instructions promptly.

I reported a fault on my phone line [redacted] on Saturday, 2/3/19. It's been out since Thursday, 28/2/19. The repairman who came on Tuesday said a crew is needed to fix it. Instead of me, my friend received a text on Thursday, 7/3/19, asking to reply "Fault" if the issue persists. I'm deaf and rely on text/email. I'm 76 with health issues, and this unfixed line leaves me isolated. Please, urgently fix this as communication is vital for my safety. It seems confusing with my friend receiving the text meant for me.

I am currently subscribed to Speed Pack 3, but consistently experience speeds lower than 10 Mbps. Over the past 2 months, I have been monitoring my speeds using the Whirlpool website's Speed Tests. Despite reporting a fault since January 30th, I have only received text responses and have been unable to speak with a representative. According to the Optus NBN Speed Packs details, with Speed Pack 3 - Standard Plus Evening (NBN50), the average download speed during peak hours should be 45.4 Mbps. However, I rarely see speeds higher than 14 Mbps, which is closer to the performance of Speed Pack 1. I am looking for assistance in resolving this speed discrepancy.

Our landline number, [redacted], has been out of service since June 24, [redacted]. Despite reporting the issue multiple times (Case # [redacted]4), I have yet to receive a satisfactory response or a resolution. I was initially informed that another provider had requested my number, which is incorrect. I have only received two text messages promising updates from the investigation team but have not been contacted with any progress. After a week of being offline without explanation, I am extremely frustrated and eager for a resolution as well as an apology and compensation.

In my first month using wireless broadband from Optus, I was able to access my account and monitor my usage. However, after making a payment, all Optus services no longer function properly. I am unable to log in to my account to contact them, as instructed. Additionally, in the third month, I was charged an extra $50 in excess fees without being able to track my usage. It seems others have faced similar issues. I am still waiting for a response from Optus after reporting the problem. I have attempted to access the crowd help section on multiple devices, but it fails to load. The payment page, however, works fine. This situation appears to be a deliberate tactic to either limit traffic or deceive customers into incurring high over-usage charges. The sudden increase in fees for exceeding my data limit is unfair, especially considering the substantial price difference compared to the normal rate. Another complaint to the TIO seems necessary.

Please urgently contact [redacted] [redacted] [redacted] to discuss a matter regarding Conchita Anderson's landline and internet issues during the current National Fire emergency in Sydney. The problem has been ongoing for 2-3 days, and even though Optus has acknowledged the problem via email, the services are still not working. Conchita relies on these services for dialysis needs and must have them restored immediately to stay informed about possible evacuations. The landline number, 02 9[redacted], is not functional, and the internet is also down. The situation is critical, given the current emergency. The Indian call center provided reference number [redacted]9, and a suggestion to call [redacted] for emergency assistance is unhelpful as the landline is not working. Your prompt assistance is greatly appreciated.

I am experiencing issues with my landline which are recurring. Recently, it stopped working after a call came in from India. There's a symbol on my phone panel preventing me from making calls with only an engaged signal. As someone who is deaf, my landline is essential. Despite visiting an outlet and reaching out to customer service, the problem persists. I am frustrated by the lack of understanding from the support staff. If Optus cannot send a technician to resolve this, I will consider switching providers. My friend had a similar issue with Telstra, and they promptly fixed it. I am traveling soon and need this fixed before then. Please send an Optus technician to address the problem promptly.

Three weeks ago, I signed up with Optus for mobile, home, and internet services. Initially, I encountered an issue as the modem was missing in the post, but eventually, both items arrived. After setting them up, everything was working fine until the second day when I discovered an issue with the home phone - people can call me, but I can't make outgoing calls. I've been trying every day for the past three weeks to get this fixed, but unfortunately, there has been no resolution. At this point, I simply want to disconnect the services and need an address to return the equipment.

I have been experiencing significant issues with my internet connection, making it almost impossible to use, with calls frequently dropping out and having poor audio quality. I contacted tech support, and although Mary was helpful, she mentioned that the network team would follow up with me. However, it has been 24 hours, and I haven't heard from them yet. I am aware that Optus is aware of the problems, as I encountered call drops and disconnections while speaking to Mary. As a loyal customer of Optus, I expect my problem to be recognized and resolved promptly.

I am experiencing difficulties with my home phone service and have been unable to find help from Optus Miranda. I have a medical condition that limits my ability to travel, and my mobile phone is not suited for frequent use. I feel pressured to use the NBN service due to poor network delivery, even though I require reliable services at home due to my disability. I am not comfortable using the internet beyond email, so please advise on how I can receive technical assistance for my phone troubles.

Dear Sir/Ma'am, My Facebook account was linked to [redacted] and then I closed that number. Later, I added my new number to Facebook, which is [redacted], and sometime after that, I also added my Gmail, which is [redacted] Today, when I reset my phone, I noticed that both my number and Gmail got removed from my Facebook account, and I also lost my password. Now, I am trying to log in, but I am receiving OTP on my old number [redacted], which is currently not in use, so I am unable to log in. I humbly request you to provide me with the password for this account once. All my accounts are linked to this account, and I am very distressed. Please assist me. I am willing to provide whatever you ask for the security of this account, such as a live photo, pen number, Aadhar number, date of birth, old password, identification of friends, and location details. Please help me. Thank you. Regular User, Ashok Choudhary Gajroopdesar Wala Account Holder: Ashok Choudhury Gajroopdesar Wala Phone Number: [redacted] Gmail: [redacted]