Optus Customer Service Issues

I reside in the USA, and my daughter received a bill for my iPhone from Optus in Australia. The account number is [redacted]2. My account was suspended for 90 days in June [redacted], and bills have been sent to a disconnected phone since then, which I have not received. The total amount is hundreds of dollars, and I was unaware of this debt. Why was an email bill not sent when no response was received from me? I am disputing this payment as I was never informed of the charges. Sandra W.

Hello, I am Isabel Reichel. In August [redacted], I entered into a contract not realizing it had a cancellation fee. Due to leaving Australia soon and losing my job, I cannot afford the $40 monthly fee anymore. I contacted you before and appreciated your support. You kindly offered to release me from the contract without a charge and switch to a prepaid plan. I want to switch to the 70 GB for [redacted] days prepaid option as I prefer to remain with Optus. My phone is not working, so please communicate via email. Thank you, Isabel :)

I am experiencing issues with making calls on my phone and the app is not displaying any available services. The payment for my bill did not go through, resulting in my phone being restricted. Despite my efforts to pay using excess data, I am struggling with these restrictions. I have been making consistent payments over time, but this situation is frustrating. I'm currently not working due to the holidays, as I am a teacher's aide. I regret signing up for another contract and facing this difficulty. Although it might take time to cover the billing, I am committed to paying. Reconnecting my phone is crucial as I return to work in 2 weeks and rely on it. Managing bills without work income is challenging, and I hope for some understanding and assistance in resolving this issue promptly.

I would like to address my recent experience with Optus regarding a pending suspension of my broadband service due to an outstanding payment. My account number is [redacted]6, and my name is Gregory Walsh, born on 10/8/[redacted]. I am concerned as I have not received a bill since May [redacted] and unsure if my email address on file is correct ([redacted]). Since early [redacted], I have faced ongoing issues with Optus. Unfortunately, I am unable to make the full payment of $[redacted].23 within the 5 business days specified. I am requesting an itemized account to understand the charges before making any payment. I appreciate your immediate attention to this matter. Thank you, Greg Walsh.

I purchased a SIM card from Optus on February 3rd. However, shortly after, my phone network stopped working because Lycamobile disconnected me from their network. For the past five days, I've been unable to use my phone due to the lack of network. I received an email last Friday instructing me to pick up a new SIM card from the Optus store, which I did. Unfortunately, I am now facing difficulties activating the new SIM card. I do not wish to purchase another plan as I have already paid for one previously. I attempted to contact your customer service by phone with no success. Can you please provide me with guidance on what steps I should take next?

My most recent bill is [redacted]82. We were previously with Telstra before switching to Optus in November. Initially, there were some issues with the switch, but after multiple phone calls, everything seemed sorted out. I received an invoice from Telstra for $[redacted].10. Upon contacting Telstra's accounts department, they explained that this charge was because the transfer to Optus was not completed. They assured me that once Optus is active, Telstra would be automatically disconnected. I kindly request you to review the recorded conversations I had with your department regarding this matter. I tried calling the [redacted] customer helpline, but was unable to get assistance, getting disconnected before receiving any further help. I would appreciate a prompt review of this situation as I believe I shouldn't be billed for two connections. I can provide any necessary information if required.

I recently visited an Optus store and was informed that I cannot change my plan. Today, Optus changed my plan without informing me, and now my phone, which is water damaged, needs to be replaced urgently for my business. During my store visit, I did not pay close attention to the salesperson's explanations due to dealing with an issue regarding our work phones being down, affecting our business operations. For immediate assistance, kindly cancel the new contract today. If this matter is not resolved promptly, I will escalate it to the Telecommunications Ombudsman. I did not contact Optus to change my plan initially; my main concern was our business phone outage. I am dissatisfied with this experience and believe it needs to be rectified promptly.

Subject: Technical Issue with NBN Connection Name: F. Smith Date of Birth: 20/12/51 Account Number: [redacted] Contact Number: 03 9527XXXX Username: smithfrancis97 I am experiencing multiple issues with my NBN connection. The porting was done incorrectly, the modem seems to be faulty, and there are connectivity problems. I am unable to receive incoming calls as the phone doesn't ring, although outgoing calls work. I have temporarily switched back to the old Telstra line to receive missed calls. The phone connected to the modem is not functioning, but the extensions plugged into the Telstra wall sockets are operational. I believe there might have been an issue with Optus fully disconnecting the Telstra account. I kindly request a technician to visit my home address to resolve these issues or to have a new modem delivered. Thank you.

We have been experiencing significant reception issues with Optus. Our calls keep getting dropped, despite upgrading to the iPhone 11 Pro as advised. We initially suspected our phones but the problem persists. We switched internet providers recently, and that's when the reception problems began. We have seen similar complaints on various forums. Even attempting to use Telstra's WIFI on our phones is problematic, although it works fine on other devices. We are now considering canceling our Optus service, returning the phones, and moving to a different provider due to these ongoing issues. Despite being long-term Optus customers, we are disappointed with the service quality and treatment received. We believe that if a service does not meet your needs, it is time to seek a better alternative. The level of service we are currently receiving is far below expectations, and we would be hesitant to pay more than $1 a week for such substandard service.

I will be transitioning from Virgin Mobile to Optus in Australia by the end of June [redacted]. I have been with Virgin Mobile for approximately 5 years and have communicated with them regularly for any concerns. I pay my monthly bill directly to Virgin and receive my voicemail through them. When given the option to switch to Optus, I declined. Despite this, Optus has been persistently appearing on my iPhone, accessing my bookmarks and website data. This has been brought to Optus's attention previously. I have never had any direct account with Optus on an Apple IOS device. I kindly request that my decision to not switch to Optus be respected. Thank you for your understanding. Jacqueline

I had to cancel my NBN landline plan with Optus due to the unavailability of wiring in my building. Despite assurances from multiple agents, no technician arrived to set up the connection. After speaking with a knowledgeable technician, I learned the building's wiring was owned by Mr. F., who already has an NBN landline. I requested Optus to cancel my plan, but they continued charging me $[redacted] instead of the original $94. As a pensioner, this increase is unaffordable. I only require mobile phone and Internet/email services. Please revert to the $94 plan. Kindly email me the new bill as payment is due tomorrow. Thank you for your assistance. Leticia J.

I am currently abroad and experiencing difficulties recharging my prepaid number. The error message states that credit card and PayPal recharging services are not allowed. I am unable to visit a physical store due to being overseas and require assistance from the billing department to enable credit card recharging. Although the number was reactivated through live chat previously, I cannot locate this option now. How can I proceed with recharging my phone? My original plan to be in Australia in December [redacted] was postponed.

I have been a subscriber to this unlimited phone service for nearly 10 years. Despite an increase in the daily rate, I have not been receiving the service I am supposed to since January. My speed tests reveal I am only getting 3.8Mbps with a [redacted]% 3G signal. I have documentation to support my claim and am willing to pursue legal action if necessary. I believe the law mandates a minimum of 25Mbps. If the service cannot be restored as promised, I will escalate the matter to the ACCC. My contact number is [redacted].

I've been experiencing issues with my data service for the past 9 months. It keeps dropping in and out, making it impossible to watch TV, and it took me 2 hours just to get on this forum to seek help. I feel incredibly frustrated and ready to take action. The problem began when I was falsely accused of exceeding a 500GB data limit, which I proved incorrect through challenging conversations with customer service. Despite resolving the data limit misunderstanding, my phone's data service still isn't working. I've attempted to troubleshoot it with three different phones, but the issue persists. I hope to find a solution soon as this ongoing problem has been extremely frustrating.

Since Wednesday, September 29, I have not been able to use my mobile phone. When I attempt to use it, the screen displays "Emergency Calls Only." I have been trying to resolve this issue since then. My mobile number is [redacted]. I spent a few hours on the chat line last Thursday, where I was transferred between customer service representatives, a mobile expert, and a technical expert. I attempted to reset my phone and was directed to remove and reinsert the SIM card, but I struggled with accessing it due to a lack of familiarity with technology. I provided my address, 20 Ross Street, Northcote [redacted], Melbourne, during the troubleshooting process. Initially, I was informed that my service issues were due to upgrade work causing outages in my area, with a promise of restoration by 7 PM on Friday, October 1. Unfortunately, my service remains disrupted, causing distress as today is my son's birthday, and I cannot communicate with him. Additionally, I am unable to access My Account on the Optus website despite attempts to reset my password, confirm my email, and create a new account. The site now indicates I require technical support to access my account. Please assist me in resolving these service and account access issues. My mobile number is [redacted].

I have been disconnected for 9 days now. I did not purchase two mobile phones from Optus; I am using an iPhone 5. I have not received any new mobiles and cannot afford another one. Due to a recent family loss, I need my phone to reach out to family. I can only pay $40 a month as agreed when I got this replacement SIM card. Please reconnect my service urgently at [redacted]. The timing of this disconnection is very unfortunate, and I ask Optus to rectify this situation promptly.

I've been stuck overseas for a year now and asked Optus to close my account and NBN, but they haven't done it. Now I'm being sent bills totaling $[redacted]. It's frustrating that there's no web chat available like other major companies offer, making it impossible for me to log in to the Optus app without my number. I was able to resolve issues easily with companies like Energy Australia through their web chat. Even organizations like VicRoads didn't have online chat, so I had to endure long wait times on overseas calls. This lack of efficient customer support extends to the ATO as well. For overseas Australians like me, having web chat available would be convenient and cost-effective for resolving issues.

I relocated from QLD to NSW on February 26th, [redacted]. I promptly informed Optus of my move and inquired if my modem would function in NSW as well. I was assured that I just needed to plug it in. However, on October 28th, [redacted], I received a notification that my modem was not connected to the internet and I was running on a backup system. I contacted Optus, and a helpful lady guided me through fixing the issue by changing cords and removing the SIM card from the modem. Despite being promised a refund or credit to my account, I have not received any resolution after interacting with five different representatives. I am seeking a prompt resolution to receive the owed credit or a refund to my bank account. If this matter is not resolved within the next couple of weeks, I will consider switching to a different service provider. Thank you, Maree Woodward.

I mistakenly entered the wrong SIM passcode on my iPhone 6, and now I'm locked out of my phone. To unlock it, I need the PUK code. I use Optus and have been a loyal customer. I'm contacting you from a Vodafone phone with the number +61 [redacted]53. Please reach me on this number. My email is [redacted], but I can't access it due to the SIM card issue. I can't use the internet or receive emails on my iPhone. I recently recharged with a voucher but now can't even call Optus. I hope you can assist me promptly. It would be helpful if you could contact me on the affected number, [redacted]. Thank you, Sean & Kylie.

I continue to receive messages on my mobile to recharge by 10.2.22. On February 8th, I spent an hour on the Optus chatline discussing a notice to recharge with Xenia at Optus. Despite recharging $30 on January 18th, due in March, I received an annoying message prompting me to recharge. Xenia acknowledged the error, resulting in a $30 credit for the mistaken notification, extending the due date to March again. Today, Optus messaged me to recharge $30 by 10.2.22 for a bonus SMS data offer. I find this stressful and unnecessary. I am worried about my March recharge status as I cannot access the Optus app and do not use apps. This recurring issue with Optus is frustrating, and it is disappointing that account checks are not done before sending such messages. Optus needs to rectify this and improve their processes.