Optus Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about Optus customer service, archive #2. It includes a selection of 20 issue(s) reported November 14, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hi, my name is Sean Johnston. Account number: [redacted]. I have been an Optus customer for 15 years. Since moving houses and having the NBN installed, I encountered issues with the internet signal not reaching throughout the house, requiring me to purchase a $[redacted] WiFi range extender. Additionally, my Fetch service did not work for 6 weeks, leading me to change Fetch boxes and losing all previous recordings. I had to persistently contact customer support to resolve the issues. Given these circumstances, I do not believe I should be charged the full amount on my bill. This experience has been disappointing for me.
Reported by GetHuman1556680 on Wednesday, November 14, 2018 8:57 AM
I am frustrated by the ongoing internet issues I am experiencing. Each month, I have to contact customer service about the same problem - my home internet constantly goes down, leaving me without a connection for over a month now. I understand the need for occasional resets, but this frequency is unacceptable. I pay for a service that I cannot use, relying on my mobile data instead. The level of service provided to me is consistently poor, and I feel like the terms of our contract should be reviewed. While fixing the current connectivity issue is crucial, the bigger concern is addressing the root cause to avoid repeated complaints in the future. If necessary, I am prepared to escalate this matter to relevant authorities if a resolution cannot be reached with your company.
Reported by GetHuman-oscardro on Saturday, November 17, 2018 6:39 AM
Hello, I have been facing financial difficulties recently. I lost my job, which was not my fault, and as I live independently, this has been challenging. There was a period when I was unemployed, which caused issues with paying my phone bill, leading to it being cut off. During this time, my mental health suffered, making it harder for me to address this problem earlier. I am now actively addressing both my mental health and financial situation. I have secured a new job starting tomorrow, but due to my phone being disconnected, I cannot provide my boss with a contact number. Is there a possibility to extend my phone bill until I receive my first paycheck from the new job? Thank you.
Reported by GetHuman1608001 on Friday, November 23, 2018 1:08 AM
I am experiencing ongoing issues since switching to Optus. Despite multiple attempts over the past 4-5 months, I have not been receiving my monthly bills via email despite assurances they have fixed the problem each time I contact them. Additionally, my wireless internet recently stopped working for several days, and although it has been restored, the speed is slow and the connection is unreliable. The time spent trying to resolve these issues with Optus is excessive. I request a prompt call from Optus today to finally resolve these ongoing problems, as continued inefficiency will lead me to cancel my services and advise others against choosing Optus.
Reported by GetHuman1634253 on Tuesday, November 27, 2018 2:30 AM
Hi, I recently received my monthly mobile phone bill, which was $[redacted].00, much higher than my usual $90.00. In November, I went to New Zealand for 6 days and purchased a travel pack for $10.00 per day. I was expecting a bill of around $[redacted]-$[redacted] for the month, but I see charges for international roaming and shared data on my account. I have been with Optus for many years, and this has left me very frustrated, especially after addressing this issue two weeks ago. I urge you to rectify this mistake promptly as the current amount is unacceptable. Regards, Cheryl S.
Reported by GetHuman-cheza on Monday, December 3, 2018 9:47 PM
Last month, I was informed that I could no longer receive a $20 bundle discount since my mobile and home phone accounts were under different names. After submitting paperwork to transfer the home phone to my name, I was told it wasn't on file and would need to be resubmitted. The representative assured me that once the transfer was approved, the bundle discount would be reinstated. I received confirmation on December 2nd that the home phone was now under my name, aligning with my mobile account. However, the recent bill for my "My Entertainment" package does not reflect the $20 discount. Last month, my bill, including the discount, was $90, but this month it has increased to $[redacted]. I'm inquiring if it's possible to have the discount applied and a revised bill issued. Regards, Leanne Goldsmith
Reported by GetHuman1757146 on Friday, December 14, 2018 9:46 AM
I have been with Optus for two years. Even though my technical issues with the new modem were fixed a week ago, I am once again facing no internet connectivity at home. The downstream light on the modem is flashing, despite my attempts to reset, unplug, and change the power source. The issue has persisted all evening, causing frustration for my kids who are now relying on my phone's hotspot with limited data. I am disappointed to spend my Saturday evening like this. I am willing to try resetting the modem again if that could resolve the problem, but I am truly upset and urgently need assistance. Thank you. [redacted]
Reported by GetHuman-canli_ca on Saturday, December 15, 2018 11:36 AM
Account No. [redacted]: I am currently unable to access the Foxtel Sport channels - [redacted] series due to error code F104 prompting for a subscription upgrade. Despite being a subscriber to this service for years, the issue persists. After contacting technical support last Friday, a technician visited on Saturday at 4 pm, but was unable to resolve the problem. I was informed that Optus had discontinued the [redacted] series Sport service, and the technician lacked the authority to restore it. This abrupt disconnection of a paid service is perplexing. Kindly confirm that Optus will promptly reinstate the [redacted] Sport service.
Reported by GetHuman-grahameh on Saturday, December 15, 2018 9:25 PM
Since the recent electrical storm earlier this week, my cable internet connection at home has been extremely slow, almost to the point of being unusable. Following the storm, I have been unable to access Netflix, and the majority of websites won't load on my computer despite the router showing green lights. Upon returning from work, I noticed the router had an orange "downstream" light and the other lights were flashing. I have attempted a router reboot and successfully reconnected my WiFi devices, but it seems like the lightning storm may have damaged the incoming cable. It would greatly appreciate it if you could investigate and determine where the fault lies promptly. The storm was intense with thunder directly above our house and constant lightning.
Reported by GetHuman1812494 on Saturday, December 22, 2018 12:19 PM
I applied to transfer to NBN in November, and a technician came on Christmas Eve to set up the Internet, but we still don't have a phone. Another technician came last Friday and discovered our phone account was mistakenly set up for No 4 Cranborne Street, not our address at No 14. This mix-up caused my wife and me a lot of stress, especially since our doctor needed to urgently reach us when my wife ended up in the hospital just before Christmas. I've had to repeatedly contact Optus using my mobile phone, which is challenging for me as I am hearing impaired. I'm worried about my mobile phone bill now. The technician mentioned sending a report since my wife, who has medical issues, requires a home phone. Mine and my wife's details are Mr. A V Pring, 14 Cranborne St, Elizabeth Park SA [redacted], Home phone 08 [redacted].
Reported by GetHuman-alanprin on Monday, December 31, 2018 2:25 AM
I came across a promotion on the Optus app for an 80GB data plan at $41.25/month until January 13th, which is usually $55/month. I signed up for this deal, but upon receiving my confirmation, it states I will be charged the original $55/month price, not the discounted rate. Additionally, I opted for extras like Optus TV and Optus Sport, which were supposed to be complimentary with the plan, yet I am now seeing charges for these add-ons.
Reported by GetHuman-shivpari on Wednesday, January 9, 2019 10:10 AM
Dear Customer Service, I have spoken to various representatives both over the phone and in person multiple times, yet my issue remains unresolved. My name is Sara Vaz de Barros, and my account number is [redacted][redacted]. I moved into my house in September and requested WiFi service from Optus. Despite being initially informed that I wouldn't be charged until using the internet, a technician arrived to install the modem and found no phone plug, rendering the installation impossible. Subsequent visits to the store led to receiving a device that didn't require a phone plug but instead provided 200GB of data monthly. Although things seemed sorted initially, billing complications arose. I paid for the service from September 26th to October 26th but subsequently stopped receiving email bills and missed payments totaling $[redacted], resulting in my internet being disconnected. Displeased with the lack of clarity in billing, I am willing to settle the actual usage fees but not additional costs associated with the unused modem. If this matter isn't resolved promptly, I may need to seek legal assistance due to the financial strain this situation is causing as a student. I hope we can rectify this directly before further action is needed. Looking forward to a resolution.
Reported by GetHuman-sara_bar on Tuesday, January 29, 2019 4:42 AM
For the past four days, I've been contacting customer service regarding my faulty internet and phone. Four agents assured me they would update me and fix the issues within 48 hours. Additionally, I was promised 10GB of data as an apology. However, none of these promises have been fulfilled, and I'm losing patience. I want to avoid being charged this month and do not wish to communicate further or endure long wait times on the phone. I urgently require a resolution today. If not, I will switch to a different provider. My contact details are: Phone number - [redacted], Name - Ahmet D., Contact number - [redacted] [redacted] [redacted].
Reported by GetHuman2211804 on Friday, February 15, 2019 4:07 AM
My mother's landline number is [redacted]6. It has been disconnected, and she is 91 years old with a direct debit set up. She received a letter dated December 26, [redacted], but due to being in the hospital, she only noticed her phone not working upon returning home. The letter mentioned a late payment, which is not possible with the direct debit arrangement. I kindly request an investigation into this matter as my mother, Rosalie Z., residing at 1 Mary Street, Flinders View, is distressed by the inability to make outgoing calls. I am reaching out because I am unable to locate the service call number online. Last night, we tried several times on the mobile, facing long wait times and potential non-attendance on the same day. Since my mobile is not with Optus, the costs are unacceptable. This experience has left me as a displeased customer.
Reported by GetHuman2236667 on Monday, February 18, 2019 10:47 PM
Our experience with the 4G broadband plan has been dreadful, with consistently slow and disrupted Internet speeds. Despite being told that we might be in a blackspot area, this explanation does not suffice. Recently, a friend who uses Optus brought over the same modem (Huawei B525), and the Internet connection was noticeably better. It appears that our modem may be the issue, so we kindly request a prompt replacement to resolve this ongoing problem and uphold Optus' commitment to customer satisfaction. Additionally, we are interested in adjusting our plan as advised. Currently, we have two SIM cards at $60 per month, each offering 200GB. We would like to switch to a single SIM card plan priced at $80 per month, which provides 500GB. Thank you.
Reported by GetHuman-robovadi on Friday, March 1, 2019 10:24 PM
Service Request: [redacted] Account No: 6[redacted] [redacted] Over the past two weeks, our landline has consistently shown as "engaged" without anyone using it, hindering incoming calls. Since transitioning to NBN on March 4th, incoming calls have not come through, although outgoing calls are functioning. Despite several attempts via phone, web, and in-store at Hornsby, Optus has not resolved this issue. I even reached out to the Telecommunications Ombudsman, receiving reference No. [redacted]2, yet the problem persists. Effective communication has been disrupted for two weeks now. I urgently request a technician to restore incoming call functionality. -B.H.
Reported by GetHuman-beateham on Sunday, March 17, 2019 3:45 AM
Hello, my name is Brian Purcell. Unfortunately, we experienced a break-in on February 19th. On March 13th, we received two letters from Optus, one addressed to B L Purcell and the other to R M Purcell (my wife). The letters informed us that our application for a postpaid account was denied but we could apply for prepaid. We contacted Optus immediately to explain that we are victims of identity theft. Following advice from the police, we reported the incident to ACORN and are in the process of completing a statutory declaration stating that we did not apply for the accounts. We were told that a note would be added to our file indicating that our cards were stolen. We are seeking assistance and believe this forum may be a good starting point to streamline the process rather than making numerous phone calls.
Reported by GetHuman2537714 on Monday, March 18, 2019 6:51 AM
I recently encountered issues with transferring my banking details and payment methods to my new phone. Due to these problems, I was unable to confirm my payment of $[redacted].23 for my phone bill. After resolving the issues with my banks and apps, I visited the Optus Store in Port Macquarie. There, I discovered that I had not made the payment into my previous account as I had assumed. I had intended for the payment to cover bills for January and February, but it turned out I hadn't paid at all. After spending time sorting out the problems and making the payment to the correct account, it was already past due. Given the challenges I faced during the transition to my new phone, I kindly request that the late payment fee of $15 be waived. I appreciate your understanding and look forward to your reply. Thank you, Edith Joy Butlin.
Reported by GetHuman-joybutli on Thursday, March 21, 2019 2:12 AM
My Optus landline and broadband connection have been experiencing reliability issues, particularly with the Slack for Windows app. When my computer is left unattended, the Slack service sometimes stops and requires clicking on a character to reopen, which can be ineffective for a minute or two. I initially thought it might be due to the computer going to sleep, but changing the settings did not fully resolve the problem. I raised a case with Optus, and while an nbn tech visit did not offer immediate solutions, an Optus tech made some changes and provided a rebate on my bill. Despite this, delays in reviving Slack and erratic NAS service lead me to suspect the issue lies with the Optus/Sagencom router rather than the nbn service. The previous Netgear modem provided better reliability, but it lacked the ability to support VOIP landline service. While the nbn system offers faster speeds, reliability is crucial. I need to identify and address the root cause of the poor reliability, potentially requesting a better router.
Reported by GetHuman-disconte on Monday, March 25, 2019 4:00 AM
I'm currently on hold, and my phone battery will run out soon. I've been trying for weeks to have our address added to the NBN residential address list. NBN says it's a simple thing for my provider to do, in this case, Optus. They require Proof of Occupancy papers. Despite everyone around us having NBN available, our address is not on the map, causing us to miss out. I've been on the phone for a total of 3 hours, with Optus and NBN, being transferred multiple times. NBN insists there are no other obstacles, and Optus needs to raise a request to have our address added. The situation is frustrating, as we've been here since [redacted], and all necessary details should be on file. Please assist with this missing address request, Optus. My previous reference number is [redacted]. Thank you for your help.
Reported by GetHuman-paclac on Wednesday, March 27, 2019 7:29 AM

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