Optus

@DamagedByDan Hi there - Please accept our apologies for any inconvenience this may have caused. Could you please send us a private message and confirm whether the slow speeds are occurring at your home address, at a specific location, or across a wider area? Aman

@Optus at Adventure Bay, Captain Cook holiday park, Tasmania. 3 bars 4 G. Hopeless.

Hi there, sorry to hear that you have run out of data and have not been able to get assistance, this is not the experience we want you to have. There are options available for more data, depending on if you have a prepaid or postpaid plan service, including Unlimited Data Day → srkr.io/601946c or Endless Data → srkr.io/601046Y. Send us a DM with your service type, and we will look into this further for you - Mary

i'm a cash cow & they always looking for new ways to punish me, even after 25yrs 🌚 @optus

@Tim_R_Brown Hi Tim, sorry to hear you had trouble activating a plan when you gave us a call, this is not the experience we want you to have. Please send us a Private Message with more information, so we can look into this and assist - Mary

Why @Optus have you outsourced your calls overseas. It’s absolutely 💩. All I wanted to do was activate a 5G plan on a sim. Something I’ve done before and it was not possible!!!

Hi there - apologies for any inconvenience this may have caused and thanks for reporting it here. So that we can report this to our techs and request the cable to be removed, can you please DM us and confirm : Name : Contact number: Details of the report:: Address: Nearest cross street: Additional info: - Aman

@Optus, seriously, you need to find wiremen who actually take a little care in what they do. They left this aerial cable dangling, strewn out on the road, ready for an inattentive driver to get caught up in it with their vehicle. No wonder you have a public image problem.

@QuantumHawk666 Hi there, sorry to hear that you are experiencing issues with your network. I'd like to look into this further for you, please send us a Private Message, so we can assist you with this issue. -Jay

The network gift that keeps giving @Optus

Hey Juan, thanks for flagging this with us here. It’s not great to hear about your experience to date trying to resolve this and we apologise for the undue frustration caused. Whilst our Customer Care Team are required to complete the Multi-Factor Authentication process in order to cancel a service, we understand that the support pathways provided to overcome this we’re not helpful to your particular circumstance. If you’d like to send us a Direct Message, we will look to capture some additional information and work out the best steps moving forward. -Dillon

@optus_help @Optus @choiceaustralia How a 1-month travel phone plan in Australia turned into 22 months of charges I can’t cancel. I bought a 1-month travel phone plan in June 2024. Never used it again and now nearly two years later, I’m still being charged monthly and they still don’t let me cancel. I have already attempted to resolve this through normal customer support channels and need assistance escalating this issue. Today I experienced what may be the worst customer service of my life. I recently noticed a charge from Optus on my credit card. At first I didn’t even recognize the company. After digging through my statements, I discovered I’ve been charged every month since June 2024. That’s 22 months of charges. Then it hit me… Optus is the phone service I purchased while visiting Australia in June 2024. It was supposed to be temporary service for a one-month holiday. I left Australia after 1 month. The service continued charging. Now before anyone says “you probably just forgot to cancel”… I actually tried to cancel it back in 2024, two months after returning home, when I noticed the charges on my credit card and no longer was using the service. And the exact same thing happened then that happened again today. Today I contacted Optus through their online chat. The agent asked me to verify my identity. I provided: • My full name • My date of birth • My email used to open the account • My service/account number All information I found by digging through my old emails from when I opened the service in June 2024. Despite providing all of this, they said they could only verify my identity by sending a text message to the Australian phone number associated with the account. The problem? That phone number was attached to a temporary phone I bought for a one-month holiday almost two years ago. I obviously no longer have that phone. The chat agent then told me I had to call customer service. So I called — internationally — from the other side of the planet. A very expensive call I might add. After answering all the same verification questions again, the result was exactly the same, but now with the additional bill of paying for the international phone call. They said they could not access or cancel the account because they could only verify me through a text message to a phone number I no longer have. Their final suggestion? Visit an Optus store in person. That suggestion obviously isn’t possible since I live on the other side of the world and was only in Australia for a short visit. So here I am. Charged for 22 months of a service I used for 1 month, despite trying to cancel it both in 2024 and again today in 2026. Yes, I could block the payment through my credit card. And I will if I have to. But after more than 50 years on this planet, I’ve never had to do that because a company made it literally impossible to cancel a service. I have traveled to over 80 countries across 6 continents and have purchased temporary phone service in nearly all of them. I have never experienced a situation where it was literally impossible to cancel a service. I’m hoping someone from the Optus social support team can help escalate this so it can finally be resolved. Since I attempted to cancel this service back in 2024 shortly after returning home, I’m hoping Optus can review the charges from that point onward and consider a refund for the months the service was no longer being used. I’m confident a review of the account history will confirm my earlier cancellation attempt. Ideally: • Cancel the account • Refund the charges from when I first attempted to cancel in 2024 • Refund my customer service call that I made today I’m hoping Optus can resolve this directly, as my preference is always to work with a company before considering any formal consumer complaint options. If this cannot be resolved through Optus support, my next step will be to seek guidance from the Telecommunications Industry Ombudsman, since I have already attempted multiple times to cancel this service. Timeline • June 2024 – Purchased temporary Optus phone service while visiting Australia • August 2024 – First attempted cancellation after returning home • March 2026 – Attempted cancellation again via chat and international phone call • Result – Unable to cancel because verification requires a text to a phone number from a temporary travel phone I no longer have If someone from the Optus team can help resolve this, I would truly appreciate it. If not, I may need to share this experience more broadly so other travelers understand the unsatisfactory customer service that your company is providing tourists visiting Australia. I’m hoping it doesn’t come to that and that someone from Optus can help resolve this quickly. Thank you in advance for your assistance. If someone from Optus can assist, I’m happy to provide account details via DM.

Definitely frustrating, Tony. You can lodge your complaint here → srkr.io/6012NaQ and it will be referred to our Customer Resolutions Team who're the highest point of escalation within our organisation and they handle both internal and external complaints including the TIO. Once raised, a Case Manager will be assigned to your enquiry who will investigate and get in touch with you to discuss this further. Alternatively, we can lodge one on your behalf. Please send us a direct message if you wish to proceed. Sorry once again and we appreciate your patience - Kartik

@Optus All I ever here from @Optus is 'sorry' and misleading information (aka lies). I won’t be sending a DM to you. Instead, I'm off to the Telecommunications Ombudsman.

@optus Why are your call centres almost impossible to deal with? I’ve just wasted thirty minutes hearing excuse after excuse that your out -sourced staff are very busy. For a 'service' organisation, this isn’t good enough😡

@pfbt Hi Marquis, sorry to hear about the recent service issues you’ve been experiencing. If you can send us a DM with your full address, we’ll take a closer look at the network concerns from there. – Kyri

How hopeless is @Optus. In Orange NSW, a major regional city. Want to tether computer to phone to access internet. Download speed <1 mbs. Yes, LESS THAN 1 Mbs. Utterly USELESS

@pamelaruth27 It's not good to hear that you weren't able to get the help you needed on the phone with our Calls Teams. We'd like to look into this for you, please send us a Private Message, so we can assist you further. -Jay

@Optus 3 hours on the phone and no joy. Thanks but no thanks. If only you actually had a service! I’m Paying for a service but get none!

@Optus router and modem aren’t compatible and they denied they’d supplied it but they sent it to us. Appalling. Such trashy service!!

@ramblingwitch Hi Sam, thanks for reaching out to us. Please send us a DM, so we can investigate this further from our end. -Enku

@Optus emails stuffed again?

@andrew_chang Hey Andrew, we've responded to your Private Message. Let's keep the conversation there to avoid double handling. -Enku

@Optus despite being told the email issue has been fixed, I still can’t send and receive emails. When will you fix this problem?

Hi Sourav, I’m sorry to hear about the experience you’ve had with trying to resolve your nbn issue, this is certainly not what we want for our customers, and I’d like to assist you further. So that we can take a further look into this for you, could you send us a Private Message over to any of our social platforms here → yesopt.us/social. When contacting us, please provide us with a brief explanation and we’ll be able to assist. -Nic

Hey @Optus it’s been 4 business days but my incident INC4293284 is yet to be resolved. This is impacting my work. I can’t survive with the 4G speed for all the official work. Can you get it resolved urgently and enable my NBN connection? Really bad customer experience.

We know many of our customers are affected by the situation in the Middle East. Here’s how we’re helping: Postpaid: The cost of calls, SMS and roaming usage to and within selected countries credited on eligible plans from 28 Feb until withdrawn. Prepaid: Free calls to selected countries from 3 Mar until further notice. Terms: optus.com.au/support/intern…

Hey Allana, thanks for reaching out. We're sorry to hear you're experiencing network issues in the Kilmore area. This definitely isn't the level of service we aim to provide. We've checked the Kilmore area and can confirm there are currently no outages or issues affecting the mobile towers nearby. If you haven't already, please try performing a network reset on your device. You can follow the steps on our support page here → optus.com.au/support/answer… If the issue continues, send us a DM with your full address so we can investigate further and work out the next best steps. - Tam

@Optus are there any known outages near Kilmore, Vic? There’s a tower 500m away and I’ve only had one bar of reception the last two days. I could only get emergency service all morning yesterday

@ShriekingVi Hi there, sorry our team still haven't been able to resolve your wrongful charge enquiry. Please send us a DM so that we can look into it from our end -San

@Optus 40 minutes and counting on hold for you to answer why you owe me $1000 for a service you keep charging me for that i cancelled 10 months ago.

@ShriekingVi Hey there, it's not good to hear our service has left you feeling this way. Please send us a DM so that we can look into this for you -San

@optus have been fraudulenty charging me for a service i left FOR THE SECOND TIME IN THREE YEARS and are now refusing to refund me. Time to call in the Tellecommunications Ombudsman.

@ShriekingVi Hi there, I'm sorry to hear about your experience with cancelling your Optus service. It's certainly not the level of service we strive to provide our customers. Can you please send us a DM so that we can investigate further? -San

@Optus do i have to for the THIRD time have to report you to the ACCC for continuing to charge me for a service i cancelled when i left the rental property? And why does your callback service go to an unconnected phone number?

@chatzi41 Hey Chris, whilst RCS is not available on iPhones connected to the Optus mobile network with iOS 18 installed, please check back on our website for any future updates on RCS on iPhone at Optus. - Dillon

@Optus Any updates on rcs ?

We are aware of an issue affecting mobile services for some Optus customers. If you see “No Service” or “SOS” on your device, please restart your phone, to restore your service. This issue does not affect your ability to make emergency calls to Triple Zero. We are actively working to identify the cause and rectify this issue as quickly as possible, and we apologise for the inconvenience.