Optus Help

Hi Leon, apologies for any confusion caused. I have marked this as feedback for our internal teams to review. This email is just to inform you that your Prepaid recharge is expiring soon and to remind you to recharge the service before the due date. If you have any further questions or concerns, please send us a Private Message, and we can go from there. - Joel

More weirdness, apparently optus think i owe them but im on prepaid

@Danielx64 Hey Daniel, I've replied to your DM. We'll continue our conversation there to avoid double-handling. -San

@optus_help And DM sent anyways @optus_help

Hey @optus_help @Optus is this really an appropriate way to greet someone who uses the live chat function on your website? Like your chat didn't ask for my name.

@SirMickW I'm sorry to hear that you're having network problems. Could you please send us a direct message with more details about the issue you're facing, and we'll help you further? - Robyn

Is #Optus NT #Darwin experiencing connectivity issues last few days ?

Definitely frustrating, Firedingo. Yes, there are other ways to report scam messages (sms). Firstly, via the Optus ScamWise feature in My Optus app by navigating into Account (bottom right hand corner) > Security and Settings > Optus ScamWise. Alternatively, via email. Please send us a direct message so that we can guide you through. In the meantime, you can mark these message as scam and block the number's on your phone itself. Kartik

hey @optus_help is there more ways to report scammers? Normally I just report them to scamwatch but had some today who decided 96 messages in like an hour was their thing so I'm feeling extra vindictive and would like to report them more if I can.

@chrissmithonair @optus_support Sorry to hear about your handset issue, Chris and thanks to Jez for tagging the correct support page. Please send us a DM here → help.optus.com.au/contactus so that we can assist you further. Kartik

@optus_support Hey Optus support I am in a big pickle in France and I have my phone account w u. My phone had a swim and has been dead for a week. Tech in Nice says will never restart. I have a new phone and I need to reactivate my Optus account to upload my Samsung and Google data. But yoh can't connect to a support person in Aust unless u register on the app which demands a phone text to verify!!!! Aghhhhh. I only have internet and no access to Whats App or any of the accounts. Can someone DM to help please

We appreciate your feedback regarding your nearest Optus Store, Kennedy, and sorry that you had a poor experience there. I'll make sure to pass that feedback on as we are always looking for ways to improve. Please send through a DM, so I can verify your account and we can go from there. -Athan

@optus_help your Hornsby store is useless , they do not do anything, can you get contact person who can help

@optus_help I do not know if you guys are serious in solving my issue on not , you guys supposed to provide me an esim as part of EOFY purchased , now I switched to you guys and I do not have my number working as you guys didn't send me esim

Not great to hear that our Customer Care Team haven't been able to get this sorted out for you over the phone. I have marked this as feedback for the relevant team to review for future improvement and development. If the steps I provided for downloading the eSIM from your My Optus app isn't working, please send through a DM so we can verify your account and see what the next best steps are. As an alternative, you can also visit your nearest Optus store with 100 points of ID and speak with our staff directly. You can find your nearest Optus store here → help.optus.com.au/6014BHgE and our ID requirements here → help.optus.com.au/6015BHg1. -Athan

@optus_help Now I might need to report this to the telecom department for this kind of negligence

Hey Jack, thanks for checking your area in our Network Status page. It's not good to hear you've had continued troubles with connecting to our network during the Network Fault. We understand the importance of a stable connection especially for work. Please send us a DM with your full service address so that we can look into this for you. -San

@optus_help my mobile and home internet has been extremely slow. Optus Network fault 784376 is happening in my area. When this can be resolved ? It has been two days we cannot use Internet and it is impacting our work.

Hi there, It's disappointing to hear about this experience you've had with us. Finding out you're on a plan that you're unaware of can certainly be frustrating, and we're sorry to have left you feeling this way. Please note that we have marked this as feedback for the relevant teams to review. Depending on your current plan and the plan you're looking to upgrade to, a new application will be required as part of this change. If you're wanting to proceed with upgrading or explore your options, I'd suggest speaking to our Sales team on 1800 508 000 Mon - Fri: 9am - 7pm (AEDT/AEST) Sat - Sun: 9am - 5pm (AEDT/AEST) or by Messaging us via the My Optus app. If you'd prefer to speak with us in person, you are welcome to head into your local Optus store for further assistance. If you have any other questions or concerns in the meantime, feel free to send us a Private Message, we're here to help. -Nic

@optus_help are you seriously not selling the packages properly? Found out after 2 years the plan I asked for was not the one I got, and to change it I need to go through the full application process again. Absolutely poor service.

Hi there, I am sorry that you haven't been able to complete your activation, we are aware of some internal system maintenance happening tonight. This may have affected the online activation for your service, however, it is being restored now. I would recommend trying again and if you have any issues, please send us a DM, so we can investigate -Jesse

@optus_help against my better judgement got an optus sim pribs should of saved my money and went elsewhere as the website has been down for hours and wont let me activate it guess i will go buy a vodaphone one in money so i can use my phone.

@MattWoods135301 Happy Birthday and enjoy! - Dillon

@Optus Thank you Optus for the data Mate I'm gigabyte loaded on the house That's the way it's done @Telstra be nice when renting space on the towers bros

Hey, Firedingo. The Australian Communications and Media Authority (ACMA) is implementing a mandatory SMS Sender ID Register which requires companies and organisations that use their company name as the sender name, or branded sender ID for text messages to register those names to ensure message authenticity. You can find out more information by visiting our website here → help.optus.com.au/6011BHB3 or directly with ACMA here → help.optus.com.au/6012BHBO - Dillon

hey @optus_help I haven't really paid attention to the sender ID changes but just read the second email you sent me. It says this is happening due to legislation changes, what changes, specifically what act got changed?

@YoungLeex9h No worries, Young. If you have login issues (including password) then you can reset it online here → help.optus.com.au/6018BHBK. If its something else then please DM us and let us know of the issue so that we can investigate and assist. Aman

@optus_help I want to login into my account

Hello @optus_help - another epic fail. My 90 year old father is in a nursing home and I pay his Optus mobile phone bills. His phone is his only connection to the world and bills were paid, but they cancelled his phone. He is unable to navigate the help process. @Optus #Optus

Not a problem, YoungLee. I'd suggest reaching out to our Sales team on 1800 508 000 Mon - Fri: 9am - 7pm (AEDT/AEST) Sat - Sun: 9am - 5pm (AEDT/AEST) or by visiting an Optus store to speak with our staff directly, where they'll also be able to give you options on a new mobile phone, as well as assist you with finding your information. If you have any other questions or concerns, please send us a Private Message, we're here to help. -Nic

@Optus Well I don’t remember the email I used to open my account and I want to order a new phone too

@YoungLeex9h Hi Young - We can certainly assist with your OptusNet email enquiry. Can you please DM us and share some more details of your concerns so that we can assist. Aman

@optus_help help me with my Optus email and password

@carolineawest Hey Cas, I've responded to your Direct Message, let's continue our conversation there to avoid double handling. -Nic

@optus_help hi please help. I want to donate my data but am in the UK. Can you please help

Hey, Max. Sorry to hear that you're experiencing an issue with your service. If you haven't already, we'd recommend checking out our Network Status page → help.optus.com.au/6018BGFK to review whether there are any known maintenance or outages impacting your service. We also have some troubleshooting available which can be viewed here → help.optus.com.au/6019BGFz If you require further assistance, please don't hesitate to send through a Direct Message or give us a call on → 133 937. We're available 24/7. - Dillon

You know, I’ll be better off with a messenger pigeon over @Optus. Once again, your network fails to even meet basic expectation and standards, same story where the client can’t be authenticated due to some sever end rubbish. Time to write to Telecommunications Ombudsman.

@centristozzy I appreciate that this plan change does not provide you with the value you are seeking. Our Sales Team can review your account further and see if there are options or changes that they can make to better suit your needs. -Athan

@optus_help My plan was in the middle in terms of data and cost. Optus chose to auto send it up as opposed to giving the option. I dont want to move to direct debit so im locked into being charged more.

@Optus can ead. If you are going to auto migrate existing customer plans at least give them the option of which plan. Dont force them into the more expencive one because you want to change billing structure.