Optus Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Optus customer service, archive #1. It includes a selection of 20 issue(s) reported April 2, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently received my first bill totaling over $[redacted]. After lodging a complaint and contacting customer service, they assured me they had put me on a more budget-friendly plan costing between $[redacted]-$[redacted] for 100GB of data for both my iPad and iPhone 7 Plus, which I found satisfactory. However, my latest bill came in at over $[redacted], which has left me extremely upset. Surprisingly, I only utilized 60-70% of my data for the month, so I am puzzled as to why this bill exceeds my initial one.
Reported by GetHuman564347 on Monday, April 2, 2018 11:59 PM
For over four months now, the phone at my parents' house has been faulty. It rings, but often there's no sound or there's crackling on the line. Despite contacting the customer service team seven times, the issue remains unresolved. A technician visited and acknowledged the problem but failed to fix it. Given my elderly parents rely on the phone, this poses a safety risk. After multiple follow-up calls, Seth scheduled another technician for tomorrow. Unfortunately, there's a conflicting doctor's appointment. Despite three attempts to reschedule, a conclusive solution hasn't been reached. During the most recent call at 4:45 pm, the call was abruptly transferred without notice, leading to a 45-minute hold. Exhausted from the lack of resolutions, I hope to communicate via email promptly to facilitate cancellation and reschedule a new technician visit.
Reported by GetHuman-cbainy on Tuesday, May 22, 2018 7:42 AM
I have made several phone calls to address my final bill. Despite being informed that my conversations were recorded and would be reviewed by a supervisor, I have not received any updates on the outcome. Instead, I have received a notice from credit control demanding payment, despite being assured by a representative that they would communicate with the credit company to halt this process until a decision was made. I am extremely frustrated as I wish to avoid any negative impact on my credit score due to this unresolved bill issue.
Reported by GetHuman-renaecul on Tuesday, May 22, 2018 11:32 AM
Good morning! I have an internet plan with a wireless broadband service, and I initially had issues with the automatic payments due to the bank. Despite resolving this, the payment for this month hasn't been deducted from my account as expected. I've confirmed that there are sufficient funds available. Normally, the payment occurs towards the end of the month, but after waiting an additional week, it still hasn't been charged. I visited a store for assistance, but they directed me online. Unfortunately, I am unable to access my Optus account despite numerous attempts. Additionally, I've opted for paperless billing; however, I haven't been receiving my bills via email, despite being assured by Optus staff that the issue had been resolved. I am concerned about the overdue payment and wish to resolve this promptly to avoid any extra charges. I appreciate any help in rectifying the payment and billing issues. Thank you.
Reported by GetHuman-nereardg on Tuesday, June 12, 2018 11:45 PM
Dear Sir/Madam, Regarding my outstanding account with Invoice No.: [redacted]30. I would like to inform you that I have initiated direct payments of $[redacted].00 biweekly through my bank to settle my account. The first payment should have been deducted today, with subsequent payments scheduled for every second Wednesday moving forward. Due to medical and personal issues over the past few years, I have fallen behind on payments as I prioritized clearing my energy and water accounts. Once a few payments have been successfully made, could I kindly request the reconnection of my internet services after 2 or 3 consecutive payments? I am committed to settling the outstanding balance as soon as possible, especially considering I receive an age pension. Looking forward to your prompt reply. Sincerely, Robert Scott.
Reported by GetHuman786588 on Friday, June 15, 2018 6:37 AM
It has been incredibly frustrating dealing with Optus as I try to update the expiry date of my credit card for direct debit. They make it so difficult by not providing an email address for communication and having a phone system with endless automated options but no way to speak to an operator. This issue is widespread among my Optus friends, causing a lot of frustration. I've wasted nearly two hours on this simple task that takes minutes with other utility companies. Despite trying all the online suggestions from Optus, none of them work as the system won't let me access the "My Account" section to update payment details. It's been such a frustrating experience!
Reported by GetHuman-smoli on Sunday, June 24, 2018 4:08 AM
I recently spent an hour on the phone with your customer service. I was transferred several times and even got disconnected twice. After resolving a billing issue with a kind gentleman, I was transferred to sales and disconnected again. I called back to upgrade my phone to an iPhone 8+. The operator calculated it would only cost me an extra $9 on the new plan but couldn't activate the additional 5GB as she wasn't from online sales. I got transferred to online sales, where the operator couldn't proceed because I lack a driver's license or passport due to being disabled, although I provided my 18+ card with a picture. Five weeks ago, I attempted to upgrade but changed my mind. After being quoted $99 for the phone by another representative, which was more than expected, we realized it was for an iPhone 8, not the plus version. The last operator was unable to assist further and disconnected the call. This level of trouble is unprecedented in all the years I have been with Optus. Can someone please assist me?
Reported by GetHuman836020 on Saturday, June 30, 2018 7:47 AM
Subject: Urgent Attention Required Regarding Account Suspension Dear Sir, I am reaching out in response to your recent letter dated 10th July [redacted] regarding the impending suspension of my account, as indicated in the attached document. I have made multiple attempts to contact Optus in the past few weeks as my service has been unavailable for nearly 8 weeks now. Unfortunately, each call leads to voicemail, and I have been unable to have this issue addressed by speaking to a representative. Could you kindly have a member of your team contact me at [redacted] [redacted] [redacted] at your earliest convenience to provide a final resolution? Thank you for your attention to this matter. Sincerely, Bertha V. [redacted] James Street, Punchbowl NSW [redacted] Account Number: [redacted]
Reported by GetHuman-berthave on Wednesday, July 18, 2018 2:31 AM
Hello, I’m Barry Wade. I recently unlocked my Optus X Smart phone to switch to Belong for better deals. Even though the phone showed “unlocked” after entering the code, I cannot make or receive calls, just texts, because it says "mobile network unavailable." The Belong SIM works in another unlocked phone, so I think my phone wasn’t fully unlocked. Can you please confirm if my account is completely unlocked? My mobile number is [redacted] [redacted] [redacted], phone model is Optus X Smart Model No. 5056I, and IMEI number is [redacted][redacted]. On a different note, I’ve been your customer for 20 years and had to buy a new phone when you closed the network, which I had to pay $25 to unlock. I still have a prepaid and data account with you. Thank you.
Reported by GetHuman-sypsound on Tuesday, July 31, 2018 6:27 AM
I have been receiving unsolicited calls, some during the night and most very early in the morning or late at night. The callers claim my computer is being hacked, even when it's off. Today, I got a call at 6 am, and when I asked them to stop, the operator was extremely rude. They even cursed at me. I hung up, but they called back three more times, which I ignored. I want to find out where these calls are coming from and how to make them stop. Some people I know just disconnect their phones at night, but this is not a permanent solution and could cause issues if someone urgently needs to contact me. I'm hoping for a resolution to this matter soon.
Reported by GetHuman-gwglpawa on Saturday, August 11, 2018 3:43 AM
I recently switched from Telstra to Optus in order to enable wifi calling on my Samsung 6 Edge. However, the process has been frustrating and has taken over six weeks. Despite visiting multiple Optus stores and calling customer service, I have received conflicting information and still do not have wifi calling enabled. I was initially sold a prepaid plan when I needed a postpaid plan. Now that I have the correct plan, wifi calling still does not work even though my settings are correct. I am also experiencing delays in receiving calls and texts when out of range. Despite being reassured by Optus representatives, I am unable to get this issue resolved. I have also not received the promised messages for Spotify and National Geographic. This situation is impacting my work communication, and the lack of reliable customer support is frustrating. I am considering switching my home internet to Optus but will wait until my mobile issues are resolved.
Reported by GetHuman-taniaha on Sunday, August 12, 2018 7:46 AM
I recently signed up for Optus nbn service, with an activation date promised on 14th September [redacted]. Regrettably, the activation did not occur as planned. Despite being informed that someone will contact me by the 19th through track my order, I am left with no internet connection and uncertainty regarding the activation timeline. I was advised to terminate my previous provider's service by the 14th and now find myself without a connection. The situation is distressing, especially as my son requires internet for his HSC studies. Unfortunately, the lack of clarity and assistance from Optus is frustrating. After spending considerable time waiting on customer service, being passed around different departments, and eventually being told there's an issue with the order hindering my connection, I am left dissatisfied and inconvenienced. Optus has failed to fulfill their commitment, prompting me to consider canceling my order due to the severe disruption caused to my family.
Reported by GetHuman-jrus on Sunday, September 16, 2018 2:04 AM
My two-year iPhone 6Plus plan with Optus expired on August 22nd. I visited the Optus store to inquire about reducing my plan, as I had been convinced to sign up for a $[redacted] direct debit plan each month, without fully understanding gigabytes. The staff at Optus were unable or unwilling to assist me. After weeks of being transferred to multiple representatives, repeating my information, and experiencing frequent disconnections, I decided to switch to another provider. The new company closed my account with Optus, allowed me to keep my number, and provided me with a 20 GB plan for only $15. Optus insisted on personal identification even though they had my account details, causing me additional stress due to my visual and hearing impairments. Despite closing my account, Optus deducted $[redacted] from my bank account, resulting in overdraft fees. I have documentation of my interactions with Optus representatives. In comparison, the customer service from my new provider has been excellent. Optus prioritized sales over customer service. My bank has blocked further deductions by Optus, and if I do not receive a refund, I will escalate the matter to Consumer Affairs.
Reported by GetHuman-jeanaema on Tuesday, September 18, 2018 11:33 PM
I need assistance with making international calls. The recharge options don't clearly explain the choices available. I added $20, but I can't call overseas due to selecting the wrong option. The other choice only allows calls within Australia and doesn't provide enough credit to call the Philippines. I feel my money has been wasted, and this is not the first time this issue has occurred. I plan to write to the head office about this problem. Not everyone's first language is English, so it's important to offer clear choices for making international calls. I believe many people, myself included, are being misled. As a long-standing customer, I provide this feedback to help improve the service. My friends who use Optus have faced similar challenges.
Reported by GetHuman-faithesm on Thursday, September 20, 2018 1:45 AM
I am once again frustrated with your attempt to charge me a fee that was waived months ago. I have spent numerous hours trying to resolve this issue, most recently yesterday, where I was assured it was fixed. Yet today, you are threatening to cut off my phone service? Please, get organized. I want to terminate my contract with Optus because of your inability to provide proper service. You are causing me financial strain due to the time wasted dealing with what should be a simple matter. Please contact me urgently to confirm in writing that this has been resolved. I have saved all my correspondence with Optus as proof that this matter was supposedly settled yesterday. Clearly, it is not. Please address this promptly.
Reported by GetHuman-zipe on Saturday, September 29, 2018 1:55 AM
I need assistance canceling my SIM card, which was stolen along with my phone. I am disappointed with how Optus handles issues like spy apps, especially when they are used without consent. It's frustrating to feel like my privacy is violated, especially as an adult. I find myself constantly changing my number to maintain some level of security. I believe there should be better safeguards in place to protect personal information on these devices. Engaging in private conversations on mobile phones should not feel like public knowledge. There must be a way to better monitor and control who has access to this information.
Reported by GetHuman-bennyjo on Wednesday, October 17, 2018 6:30 AM
I had a live chat with Optus last month regarding my home phone/ broadband bundle bill, which increased, and found out that my plan, ID604219, was no longer available. I was switched to the $90 plan without being informed. I requested to switch to the $75 access plan with bolt-on unlimited national calls for an extra $5. Now, I am on plan ID604437, but my recent bill still shows charges for local and national calls. I would appreciate it if the plan can be corrected to what was agreed upon to avoid further issues.
Reported by GetHuman-zabhel on Sunday, October 21, 2018 5:49 AM
My phone has been consistently losing signal every day, rendering it completely out of network, with no internet access. This issue has been occurring randomly throughout the day for many hours. I reside in Goomeri, Queensland, postcode [redacted]. It was particularly problematic today, with no signal until about 1 pm in the afternoon. This situation is causing distress to my family, work, and online responsibilities like bill payments. I am concerned about potential charges during these outages. I urge you to address this issue promptly. Kindly reach out to me at your earliest convenience. Anthony Artioli [redacted].
Reported by GetHuman1395831 on Tuesday, October 23, 2018 10:30 AM
I reached out via phone and was directed to live chat. I kindly ask for a brief payment extension on our account, number [redacted][redacted] under Patrick Vallely, amounting to $44.39. Recently, being a first-time grandparent has kept me occupied, causing an unintentional oversight. I hope for your understanding and would appreciate if this request can be accommodated. Thank you.
Reported by GetHuman-vallelyp on Thursday, November 8, 2018 10:29 AM
Last Tuesday, I spoke with an Optus representative about making calls to overseas mobile numbers from my mobile in Australia. I was informed that the "Bolt" on my account provided [redacted] minutes of included calls to overseas mobiles. Jimi assured me it was free and part of my plan, which I have proof of in a screenshot. However, I received a text message from Optus stating I have incurred charges of approximately $59.53 excluding GST for usage that is not covered by my plan. I am seeking to have these charges removed from my account and to receive the [redacted] minutes of free included calls as initially promised. I request written confirmation of this resolution and for my account to be corrected. I have documented evidence from our chat for reference. Kindly investigate this matter and reach out to me at [redacted] to discuss further.
Reported by GetHuman1534953 on Saturday, November 10, 2018 11:42 AM

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