Optus - Faults Customer Service

Phone Number & Contact Information

133 937
Calls Customer Service·Most popular Optus - Faults number
Q:How do I get a live human at Optus - Faults?
A:Keep pressing 0
Q:Does Optus - Faults offer 24 hour customer service?
A:Not at this number; hours here are Mon-Fri 8am-8pm, Sat 9am-5pm EST. The least busy day is Monday, and the most busy day is Wednesday. Details
Q:How long will I have to wait on hold?
A:The average hold time is 33 minutes. The longest hold times are on Monday, and the shortest are on Tuesday.
Read below for more aboutgetting a repmenuspromptshold timesbusy timeslive chat

How do I get through the phone menu to a real live person?

GetHuman researchers routinely call this Optus - Faults phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest: Keep pressing 0
Here is how our research team describes the way the Optus - Faults phone system greets you: International Call.

What are the hours and when should I call?

Optus - Faults operates the call center for this 133 937 phone number Mon-Fri 8am-8pm, Sat 9am-5pm ET. The short answer is that you should call on a Monday. This observation and the following section are based on analysis of a sample set of 3,101 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Optus - Faults phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Optus - Faults staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.
The least busy time to call
The least busy day to call Optus - Faults is Monday. The most busy day to call is Wednesday. Again, this is based on a sample of 3,101 calls made with our AI-powered, web-based phone in the last 90 days.
The shortest wait on hold
We measured the shortest hold times to be on Tuesday. The longest wait in the queue on average occurs on Monday.
The best time to call
In summation, the best day to call Optus - Faults is Monday. This is not the day with the shortest wait on hold in the phone system, but we still recommend it for its ideal combination of low call volume and short hold times. Plus we believe that Optus - Faults staffs the call center well on Monday.

The Editor's Notes on Calling Optus - Faults

Dec 22, 2023

Optus is a telecommunications company that operates in Australia, offering broadband Internet, mobile phone, and, in some areas, cable television services. As the second-largest telecommunications company in Australia, Optus receives many phone calls to its customer service center every day.

Why Do People Call Optus Customer Support?

People call Optus customer service for many reasons, including:

  • Purchasing one or more services
  • Changing or canceling services
  • Technical support
  • Adding or upgrading devices
  • Questions about billing
  • Scheduling technician appointments
  • Filing a complaint about service
  • Transferring service to a new address

Best Practices for Calling Optus Customer Service

There are several things that you can do when calling Optus to improve your chances of a quick answer to a question or a speedy resolution to a problem:

  • Determine which department you need. Optus has different contact numbers for different services and departments, such as Sales, technical support, and billing questions. In addition, these departments have their own hours and days of operation.
  • Have your account number handy. You should be able to find your number on a recent bill.
  • Ensure that you have a way to take notes during the call. Notetaking can help you prepare to escalate your case if necessary.
  • If you are calling about a problem with your bill or service, think about what your ideal resolution might be. When you have a goal before calling, you may find that you are able to keep the conversation on-topic.

How Do Customers Feel About Their Calls to Optus Customer Support?

As you might expect, there are mixed opinions on the quality of Optus customer service. While some customers are satisfied with the level of phone-based service they receive, others feel differently, stating that they spend a lot of time on hold or that Optus representatives are simply unable to resolve their concerns.

Media Mentions

It should be noted, however, that surveys show that the customer service issues experienced by Optus customers are not unique in the industry. Media reports have indicated that many other telecommunications companies have dissatisfied customers.

In 2019, Optus became proactive and started offering additional options for filing customer service requests as well as establishing a "case management" approach that assigns a problem to a single representative who can work toward a resolution.

What Kind of Issues Can Optus Resolve by Phone?

Optus can resolve many issues by phone, including billing questions, helping you to reset a password, troubleshooting service and equipment, arranging for technician appointments, and transferring services.

Optus phone representatives can also answer questions about your service or services and assist in replacing or upgrading devices or equipment.

What Issues Can't Be Resolved Over the Phone?

Issues that involve equipment or line malfunctions may require a visit from a technician to resolve. If you need to return or exchange equipment, you'll have to do that by mail or at an Optus location.

What Can I Do if I am Unhappy with my Call to Optus?

If you get off a call with Optus feeling frustrated or dissatisfied, don't give up. There are options for getting your concerns addressed.

First, if you didn't take notes during your call, take some time to write down or type out what occurred during your conversation with an Optus customer service representative. Having this information in front of you when you contact Optus again can be helpful in explaining your situation.

Next, try calling again. Another agent may be better trained and able to address your concerns professionally.

If calling doesn't seem to work, consider these alternatives:

  • Use the Optus live chat option. Live chat allows you to have a written record of your communications with customer service.
  • Contact Optus via social media platforms. As with live chat, this option provides you with a record of what you and the agent say to each other during your communication.
  • Optus has online message boards that are monitored by Optus representatives. In some cases, other customers may be able to provide you with the help you need. Otherwise, an Optus agent can address your concerns.
  • Visit an Optus retail location. If your issue is complex, call ahead to find out whether a manager will be there to listen to your concern. Sometimes, face-to-face conversations are the most effective at addressing problems.
  • Australia has a Telecommunications Industry Ombudsman office that is independent of Optus and all other telecommunications providers. If you find yourself unable to properly resolve your issues with Optus, you can contact the ombudsman office and ask for assistance.
Christian has been writing about long hold times and customer service call center experiences since 2010. He's been featured in Bloomberg, the Wall Street Journal and the Boston Globe.

More Ways to Contact Optus - Faults Customer Service

There are of course other ways to contact Optus - Faults customer service besides the phone. Below we list the best ones, by medium.
Live Chat
https://www.optus.com.au/for-you/support/contact-us - Customer Service
Use this link to connect with customer service via chat
If phone-based customer service is not available, or the wait times are long, many people prefer chat as a next-best option. Some even prefer it to calling on the phone. Luckily, Optus - Faults provides this option.

Conclusion and closing notes

This is Optus - Faults's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Optus - Faults agent. This phone number is Optus - Faults's best phone number because 18,606 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 133 937 include Technical Support, Service, Account access and other customer service issues. The Optus - Faults call center that you call into has employees from Singapore and is open Mon-Fri 8am-8pm, Sat 9am-5pm ET according to customers. In total, Optus - Faults has 1 phone number. It's not always clear what is the best way to talk to Optus - Faults representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.

GetHuman does not provide call center services or customer support operations for Optus - Faults. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Optus - Faults. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.

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