Optus Customer Service Issues

I had a combined bundle for my mobile phone and NBN Internet, but when I moved and requested my NBN to be transferred to the new address, a mistake was made, creating a new NBN account. This resulted in me receiving two separate bills and losing my $10 bundle discount. I raised this issue during a live chat with an Optus customer service representative, who promised to look into it with the billing department, but unfortunately, nothing was resolved. Since then, I've encountered multiple problems, including the loss of my email address and emails when the new account was set up. Despite complaining about these issues, I never received a response. If I wasn't under contract until June, I would have switched to another provider. I'm requesting a credit or refund for the lost $10 discount and ask for the accounts [redacted]3 (new one) and [redacted]6 (original one) to be merged to restore the discount.

I had a combined bundle with my mobile phone and NBN Internet. When I moved house, I asked for my NBN to be transferred to my new address. However, a mistake was made, and a new NBN account was created separately, resulting in two bills and me losing my $10 bundle discount. I previously raised this issue during a live chat with another Optus customer service representative, who promised to address it with the billing department, but I never heard back. Since then, there have been several problems, including the loss of my email address and emails. I also complained about this but received no response. If I wasn't under contract until June, I would have switched to another provider. I am requesting a credit or refund for the lost $10 discount and to have both accounts merged to reinstate the bundle discount. Account numbers: New Account: [redacted]3 Original Account: [redacted]6

I have a pre-paid plan with Kogan, but my number was illegally ported to Optus in February/March without my permission. I have since had both Kogan and Optus switch me back, and I settled a $35 bill from Optus thinking it was related to the illegal port. However, now I have received another bill for $[redacted].02 a month later. I need help understanding why I am being billed after cancelling my Optus service in March. My mobile number is+[redacted]50, and I would appreciate it if any connections between my number and Optus can be severed, and the bill cancelled.

Last Thursday, May 2nd, I contacted Optus regarding my husband's email issue. After spending over an hour on the phone, I was informed his email was deactivated and not linked to our mobile broadband. They promised to email a temporary password, but I couldn't access it as I couldn't log in to the account in the first place. Eventually, they sent the temporary password to our mobile, allowing me to change my husband's email password successfully after two attempts that worked. However, when I tried sending a trial email on Friday, May 3rd, to my husband's account, it still failed, bringing us back to the initial problem. I'm seeking a permanent solution for this issue, especially since we have been loyal Optus customers since the mid-1990s.

Five days ago, I topped up my phone with a $40 recharge, typically I only go for the $30 option hoping for more data. Unfortunately, the data ran out faster than usual. I rarely make calls, and my email usage is minimal. How can I increase the data allowance per recharge? I am also seeking guidance on obtaining a refund as I have spent over $70 in the last six weeks and have been consistently running out of data. It is frustrating not being able to stream a YouTube video even at 144p resolution.

My mobile phone suddenly stopped allowing me to make calls, leading to a frustrating experience trying to resolve the issue with Optus. After multiple attempts and conflicting explanations from customer service, it was clear that there was a lack of understanding of the problem. This left me without my phone for weeks, despite assurances of good service. Given my health concerns, being without communication could have been dire, especially with the NBN transition. Eventually, an Australian tech resolved the issue in half an hour, highlighting an internal error at Optus. The shop I consulted on my behalf rightly requested compensation for my expenses, wasted time, and stress caused by the lack of service. Despite lodging a complaint with the TIO, Optus’s offer of $27 was insufficient given the circumstances and poor service experienced. It's concerning that such incompetence is tolerated in a service provider, and the disparity between their actions and Australian service standards is evident. Hopefully, the complaint process will lead to a more satisfactory resolution.

I am experiencing issues with my internet transfer. I have reached out multiple times, with the latest chat occurring on **********. During that conversation, I was informed that I would receive a **G kit within XX-XXXX hours to use until the service is active. However, the kit has not arrived as promised. We planned the service transfer in early MAY to avoid complications when moving to our new home. There has been no further communication or updates as mentioned in the chat with Juan. This delay is unacceptable, and the lack of customer care is evident. I am frustrated by the situation and the prolonged wait for resolution.

I need assistance with a billing issue I've been experiencing with Optus. I was contacted on May 4 to switch to a 12-month $50 monthly plan because my Virgin service was ending. I agreed but was told I needed two numbers to receive 20GB of data, resulting in an additional $25 charge for the extra number. On May 9, I canceled the extra number through live chat with Brad, and received confirmation number [redacted]1A. Despite this, I am still being billed $25 for the canceled number. I visited an Optus store on May 10 and spoke with Kevin, who assured me the issue would be resolved in 2-5 business days. I then changed my plan to a $40 plan with 40GB of data to avoid the extra charge. Despite these efforts, I continue to receive bills for the unwanted number. I am frustrated and considering escalating this matter to the Ombudsman if not resolved promptly.

I had a negative experience at the Belmont Optus store. On Thursday, July 4th, [redacted] at 7 pm, a female employee with blonde curly hair was very rude and provided incorrect information. She faced difficulty typing our details due to her long nails and tried to charge us $[redacted] for an NBN installation that was unnecessary. She did not apologize after being corrected by her colleague. When we returned on Saturday, July 6th at 9 am as advised, we were turned away due to a technicality not previously mentioned. The same employee was uncooperative and attempted to shift blame to her colleague. I found her behavior arrogant and disrespectful and do not wish to interact with her or Optus in the same manner again. I plan to lodge a formal complaint against her and avoid visiting that store in the future.

I had a $40 plan that somehow changed to $65 without my permission. It was part of my partner's phone bill, but now he's switched to Telstra. My plan isn't supposed to end until October, and I've been charged for an iPhone I don't even have. I need assistance with this situation immediately. Thank you.

I recently received a call from Optus support, most likely from the Philippines, regarding Job#[redacted]7A related to our landline and internet issues. Our phone number is 07 3[redacted], and our email is [redacted] This started a month ago when Optus sent a new modem to replace the old one for faster service. After installation, we had trouble with the landline not working. Optus had to intervene to get the internet working but the landline remains problematic. Optus suggested disconnecting our internet for 24 to 48 hours to rectify the issue, which I agreed to starting tomorrow. However, after hearing of others left without internet for weeks, we'd rather forfeit the landline than risk the uncertainty of prolonged internet outage. If disconnecting the landline resolves the need for the additional work, kindly cancel the job. We are experiencing intermittent internet slowness, with periods of complete halt, though speed is great when it works (80-90). Thank you, Kevin JamesI

My plan expires in [redacted], and I'm hoping to keep the same plan at a lower price since I'll own my Apple iPhone 6 and wireless WiFi outright once the plan ends. It would be great if I could save an extra $20.00 by keeping the existing plan. I remember being told I could keep the same plans for these devices, but I want to double-check with Optus to ensure everything stays on track. I appreciate any help or confirmation you can provide on this matter. Thank you.

Hello, I am writing to address concerns with my Optus Internet Account No. 8[redacted] [redacted] 16. On November 26, [redacted], during a chat with Optus Customer Services representative Sabannah, it was agreed that my Ultra Optus Internet plan would be $60.00 per month until November 26, [redacted]. Despite this agreement, my bills continue to show $75.00 per month, leading me to call Optus Customer Services repeatedly. After speaking with Gelo and receiving assurances that the issue would be resolved, I was disappointed to find the incorrect charge of $75.00 debited from my Visa card on August 9, [redacted]. I contacted Optus and spoke with Customer Services representative Krizel on August 10, [redacted], who assured me the matter would be escalated to Gelo for a prompt response. However, to date, I have not received any follow-up. As a Senior Citizen with high blood pressure, this lack of coordination between billing and customer services is extremely frustrating and inconvenient. If these billing discrepancies persist, I may need to cancel my Optus Internet Account in search of better customer service. The lack of resolution is causing undue stress and inconvenience.

I have been a loyal customer of Optus for a while, and I currently have two mobile phones, an iPhone 7 and an iPhone 4. Recently, my iPhone 4 stopped working properly, with outgoing calls failing and incoming calls going straight to voicemail. I visited the Optus Shop in Clarkson, Western Australia on August 21st, and was assisted by James. He mentioned that my location might have poor coverage and suggested upgrading to an iPhone 7 for better service, with the option to cancel the purchase if the coverage didn't improve. I agreed to this, hoping it would resolve the issue. However, the problems persist, and I would like to revisit the offer to cancel the purchase. My address is Unit 1, 14 Itea Place, Mindarie, WA [redacted]. Thank you. -Janice B.

Hello, my name is Tim Hardy-Atkins. I reside at 1C Yalgoo Avenue, White Gum Valley, Western Australia, and I am currently on the $80 monthly package. I am experiencing issues with dropouts and disconnections with my NBN service. When I am able to maintain a connection, my speed consistently reaches an excellent 46 Mbps. I have been dealing with this problem since the installation in February [redacted]. Despite numerous calls to support, the issue persists. However, switching to an ethernet cable during a call in February did improve my connection stability. Recently, I completed an NBN Service Survey Online, rating my satisfaction with NBN as 1/10 and with Optus as 7/10. I have permitted the sharing of my feedback with Optus. It is disheartening that this issue persists 19 months into my contract. To manage, I only switch on the NBN internal box and modem when needed, reminiscent of dial-up services in [redacted]. I am eager for a reliable nearly always-on NBN Connection, within network capabilities, with Optus remaining as my provider. I request a resolution to this issue. Please reach out to me. Best regards, Tim Hardy-Atkins August 29, [redacted]

I was informed by the representative that my date of birth does not match the information with my previous service provider, "Belong". However, Optus is unable to access Belong's system to verify customer details. Despite presenting my ID for identification, she declined to provide the mobile plan I requested and instead instructed me to correct my date of birth in Belong's system. I seek clarification on why I was given incorrect information. As a customer, I believe I am entitled to accurate information from a service provider. If an explanation is not provided within a week, I will escalate the issue to the Ombudsman. Thank you. Shiv G.

Hello, I recently switched from Dodo ADSL to Optus NBN along with changing my mobile phones and home landline to Optus. Unfortunately, the internet speed with Optus has been extremely slow and my wife and I are experiencing difficulties loading pages. This is a new issue we have encountered since switching to NBN. My name is Jeffrey Wilkins, and I reside at 14 The Circle, Warwick [redacted]. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you.

Dear community, I recently switched from a Pixel 3 to an Apple phone. The Robina store advised me that a return satchel would be sent to me, but I haven't received it. Despite visiting Optus, they couldn't assist with the return. Kindly, could a satchel be sent to 8 Glenrowan Drive, Talkai QLD [redacted]? Thank you for your attention to this matter. Sincerely, Raegan A.

I recently received a text message stating that I haven't paid the outstanding amount of $[redacted] due on 14/Nov/[redacted], and I need to settle the overdue amount of $[redacted].50 to avoid service restrictions. When I tried calling the provided number, [redacted], I received a voicemail saying "unable to call this number from your service." This is confusing because I've never had issues contacting them before. My service has been disconnected, so I'm eager to resolve this. Please reach out to me at [redacted] [redacted] [redacted] by phone as soon as possible.

I recently cancelled my Optus account due to moving to an area with poor reception. After speaking with the staff at the Cranbourne Optus store and over the phone, I settled my final bill and was told I would receive a $30 refund. My phone number during this time was [redacted]. I am following up to inquire about the status of my refund. Thank you. - Sue B.