Optus Help

Hi Parmesh, sorry to hear that you're experiencing issues with dropouts and coverage on our Mobile Network. Have you had a chance to check out our Network Status page here? → srkr.io/60134EB You can find information about any outages or maintenance works happening in your area that may be impacting your service. If there are no issues reported with the network, please send us a DM with your full service address, so we can investigate further. - Joel

Why is @Optus mobile network always so slow? Constant dropouts. Insufficient coverage! Are they incapable of handling modern traffic? Really pathetic!! @7NewsSydney @Channel9 @smh

@Col__22 No worries, Colin. We only have the Optus Device Checker link I provided above. If you were wanting to look at other Network Providers, you would have to do so via their own websites or through the AMTA website - Joel

@optus_help Many thanks, I remember receiving an email from you about these changes. Do you have a link to see all Australlia mobile networks and the phones they have blocked?

@Sony please provide me with a list of mobile networks blocked devices for different networks, as I can't use my Sony Xperia in Australlia with Optus - @optus_help

@eusty4yousty Hi there, sorry to hear there is a problem with your booster, and you have been unable to get assistance. Please send us a DM with more details so we can look into this for you - Mary

Hey @optus_help is it punishable by 1 thousand years in hard labour to give a straight answer? All I was after is replacement of my defective booster and sole log in details.

Hey Sarah, thanks for reaching out. It's not great to hear about your continued network issues. I recommend checking out our Network Status page here → srkr.io/6017469, was anything noted in the way of works or faults for your area? I also suggest you have a look at our range of troubleshooting steps that may help with faults and network issues here → srkr.io/601846i. Let us know how you go with the above and if you're still experiencing issues, send through a DM and we'll take a closer look for you. - Kyri

@optus_help I’m experiencing extremely slow speeds, what’s wrong with the service?

Hi Bobby, sorry to hear you're experiencing network issues between Ballarat and Melbourne. You can use our handy interactive network coverage maps to explore our 5G and 4G coverage in cities, regional areas and town → srkr.io/6017N7d. You can also check out our Network Status page for any outages or maintenance → srkr.io/6018N7e and report any issues through that page as well. If you have any further questions, feel free to send through a DM and we can go from there. -Athan

@Optus network between Ballarat and Melbourne… absolutely woeful! Switched from @Telstra last year, not sure it was the best decision… although they weren’t much better. 3rd World network. #shameful #dobetter

@evilfunkydude Hi Michael, sorry to hear you're having trouble logging into the My Optus app. If you can please send us a DM, we’ll be able to follow up and help from there. – Kyri

@optus_help what is going on with the Optus app and logging me out now I can’t sign in because of some issues on your end

@asim_abdel Sorry to hear about the delay in our teams getting in touch with you, Asim. Please send us a Private Message, so we can assist you further. -Jay

@optus_help I am still waiting from them to give me an update

@optus_help Hi Asim, we have referred your complaint relating to Potential Sales Issues. Your ref. number is 1004334084. A Customer Resolution Expert will contact you within two working days. Its been more than a week and no update from optus.

@munkehsoup Hey there, sorry to hear you're experiencing coverage issues. Feel free to send through a DM with your full service address, so we can take a further look into this. - Athan

Ffs @Optus, sort your shit out. I'm sick of paying for shitty coverage less than 40km from the CBD.

Hi there, sorry to hear you're experiencing slow data speeds when using your service. Have you had a chance to try our Mobile Troubleshooting steps here? → srkr.io/6015NWR. These steps have been known to resolve common mobile issues including slow speeds. If the troubleshooting steps don't seem to improve your service, please send us a DM with your full service address, so we can look into this further. - Joel

@Optus are you for real - especially in Tasmania and today in Strahan? You have even choked 4G when there is no 5G. 10Mbps down and 9 up. This was after three attempts the first being 3mbps down where I used to get 60mbps.

@SolidSnakeVI Thanks for getting back to us, Mario. Please send us a DM, and we can take a closer look into your connection from there. -Talia

@optus_help It's not the optus modem as y'all won't give me the setting needed for phone option so I went back to the broken internet to keep my phone. As a bottleshop owner I'll be telling new owner not to go with you guys.

@Optus called about something wrong with business optus nbn disconnecting & connecting they said they didn't find anything on their end. I mentioned it was their modem Ethernet cable was replaced I installed my own modem & everything was fine. wanted me to go on a 3 yr plan

Hi Mario, thanks for getting in touch, and explaining what happened with your internet disconnecting and reconnecting. It’s possible the issue was identified with the modem. If the modem was outside the manufacturer’s warranty, that would explain why an upgrade option was offered. We’re glad replacing the modem resolved the issue. If you’d like us to check whether your modem is still covered, please send us a DM, and we can take a closer look. -Talia

@Optus So I got to get on a 3 yr plan to get a modem replaced in the morning this happened 8 times so I finally kept recording for over an hour to get it to happen. As I'm selling the shop I cant go on a 3 yr plan

@pfbt Thanks for getting back to us, Marquis. Please send us a DM with your full address, and we can investigate the matter further -Talia

@Optus It’s clearly a case of the building blocking signal. Signal is Ok outside ( in parts). You meed more transmission towers

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

Hi Phil, not good to hear you are getting unexpected roaming charges while you're in Bali. To turn off Daily Roaming you’ll need to turn on Aeroplane mode in your device settings. You will need to turn Wi-Fi back on to use it while in Aeroplane mode. If you have dual SIMs, you can turn off your Optus SIM temporarily in the Settings on your phone. Feel free to DM us if you have any further questions. - Athan

@Optus why are you charging me roaming charges (we're in Bali) when I never requested it, my mobile data is off, and we only use WiFi?

@BTbro_23 Hi Benji, sorry to hear that you weren't able to get help from our Customer Service Teams on the phone and the run around experience you have had. I have flagged this feedback on for relevant teams to review. We'd like to look into this further, please send us a DM. -Jay

I have now been on the phone to @Optus @optus_help for 2hrs and 51mins and am still waiting to speak to the 7th consultant just to replace a sim card that has not been delivered! This is my 3rd attempt to get my new service activated after previously spending 1.5hrs beforehand.

Hi Debra – Thanks for reaching out to us here and apologies for any inconvenience this may have caused. If you haven't already, I'd recommend checking out your address on our Network Status page for any outages or maintenance in your area. Take a look here → srkr.io/6014NTG If you can't find anything there, DM me through your full address and I can run some checks on the network for you and investigate further. Aman

Hey @Optus @optus_help I've been told I need to come here to get help. No mobile data, internet, can't send or receive mms texts. 4 hours 3 Optus humans couldn't help Friday night. They lodged a case. Ask a few more questions. Day 5 no resolution yet. No service is not cool

Sorry for the delay, Asim. Unfortunately there has been a backlog of cases within the Customer Resolution team. With that being said, they are working hard to be in contact with everyone as soon as possible. The Case Manager will be in direct contact with you to discuss this matter further. In the meantime, we appreciate your patience, and we apologise once again for the wait. -Jay

@optus_help Even after providing everything they asked for and it is all clearly mentioned what they are trying to investigate, i just want my promotion thing if not i will have to go further with consumer affairs

Hi Pamela, I'm sorry to hear about the run-around you've received in trying to resolve your ongoing connection issues, this is certainly not the experience we want for our customers. Please note this has been raised as feedback to further improve our services. If you require any further assistance on this matter, feel free to send us a Private Message, and we'll be here to assist. -Nic

@Optus completely insane!!! 3 hours on the phone with no outcome!!!! Outrageous. Bad service which is utterly predictable. Is there not one person at Optus who can actually help me fix connection issues?????

Hi there, thanks for reaching out to us. I’m sorry to hear about the delays you’re experiencing with trying to contact us. I've passed this along as feedback to further improve our services. If you require any assistance in the meantime, do feel free to send us a Private Message or reach out to us through our other Social Media platforms here → linktr.ee/optussocial. -Nic

@Optus Hi Optus. I’ve been trying to message you through the app with no response, now I’m on hold being told there’s big delays and to use the app. Hopeless. I’m trying to address over billing and I can’t even talk to anyone.

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…