Optus

Hi Nehchal, it is disappointing to hear this has been your experience with porting your internet over to us and we do apologise. We have marked this as feedback for the onboarding team as we are always looking to improve our processes and customer experience. If you would like us to look into this for you please send us a DM with any reference numbers you have - Mary

@Optus Porting my internet to Optus has been painful at every step. The sign-up process felt archaic, and activation has been a nightmare. I’ve been on chats and calls with different people for almost 5 hours today with false promises along the way. Some of us have an actual job

Hi Rob, Thank you for your response, and I appreciate you sharing your concerns. To clarify, when I mentioned feedback, I was specifically referring to the wait time you experienced before being assisted. I apologise if that wasn’t clear earlier. I’m genuinely sorry to hear that the matter is still not resolved and that there was inconsistency in the figures provided during the chat. That’s certainly not the experience we want for you, and I understand how frustrating and unprofessional that would feel. If you have any further questions, don't hesitate to send us a private message. Thank you for your patience, and again, my sincere apologies for the inconvenience caused. - Robyn

@Optus Well...it's not sorted yet. Hopefully they execute the change as agreed. Multiple times throughout the chat your agent quoted different figures.. Very unprofessional, curious how you can look into it without any references...

@Optus it just took me 3.5 hours on chat to arrange a fibre NBN (residential) upgrade. Is this normal?

Hi Renz, sorry to hear that you're still receiving bills even after cancelling your services. We do send a final bill to show that you have $0.00 owing on the account, however, if you have been receiving multiple emails since cancelling, please send us a DM, so we can verify a few details and look into this further - Joel

@Optus can you people stop sending me “bills”??? I literally haven’t had an account with you mindless fools for months now.

Hi there, thanks for reaching out. We’re sorry to hear about the delays you’re experiencing with our Careermate chat function. This isn’t the experience we want for you. We’ve shared your feedback for further review and future improvements. Careermate is designed to support you with your application, and we appreciate your patience. In the meantime, we recommend restarting your browser and checking your internet connection before trying again. - Tam

I wanted to apply but I'm sorry the UX is ridiculously bad. @Optus just give an email i can reach and send all the info and my cv bc I'aint gonna talk to this damn bot and wait 5 seconds each time i put an info. It took me 1 min just to fill my basic account info.

@_nicks_tweets I have marked your experience as feedback to be reviewed. If you have any questions, please don't hesitate to send us a DM - Jim

@Optus It shouldn’t be that difficult though. I want a secondary number to list stuff on gumtree. It should be a 5 minute job, I have an account, you have my card information I find it impossible to believe it’s this difficult… I’ll give you a call I guess

@optus_help @Optus I’m trying to give you more of my money for a eSIM, however your app is horrific. My other service is a eSIM on my iPad so I can’t get a text. So I change to email, fine but then I can’t enter the code. Seriously?? Do you not want my money??

I am sorry to hear that, Nick. Are you currently speaking to any teams at the moment who can provision sales or help change your contact number to a number that you can receive SMS's to or have you just attempted self-service? If not, I'd recommend speaking to our Sales Team who will be able to assist on 1800 508 000 Mon to Fri: 9am - 7pm (AEDT/AEST) Sat to Sun: 9am - 5pm (AEDT/AEST) - Jim

@Optus I’m not having issues activating my eSIM. I already have a eSIM with you. I want to buy a secondary number sim and cannot enter my OTP once it is sent via email. It also seems like there is a issue on your end with getting OTPs via email as it has taken over 10 minutes to arrive

@PolAnimalAus Hi Tom, I realise that a price increase, no matter the amount, can be stressful. I can help by reviewing what options are available to reduce your monthly spending, all you need to do is send us a DM, and we can view your account there - Jim

@Optus NOT happy about the $% increase to my wirelss internet. It is only barely acceptable in terms of speed and reliability, the fuss about replacing a defective USB cable etc. Improve service then raise prices! NOT HAPPY!

Hi Andrewln, sorry to hear about your internet connection issue. Did you get a chance to check our Network Status page for any reported fault in your area → help.optus.com.au/6010CS2 - Has any basic troubleshooting helped → help.optus.com.au/6011CSN If the issue still continues then please send us a direct message to confirm which internet service is this in regard to, I mean 4G home internet, 5G home internet or NBN home internet, along with your full address so that we can investigate and assist you further. Kartik

Thanks @Optus @optus_help .... My internet is so slow it actually reminds me of downloading a picture in the early 2000's.... Line by line....

@KingElroy22 Hi there, have you received an email with regard to the price increase? If so, then we can review your account for you to see what are your options. Please send us a direct message to proceed. Kartik

Started the day paying Optus $55/month. Got an email informing me of a price increase to $60/month. This after same $5 increase last year. Used app based chat to push back, but they slowboated me for over an hour with idiocracy. Ended the day paying $45/month. If they had just said ok in the first 10 mins I'd still be paying $55/month!

@igordownunder Hey Igor, we are sorry to hear this, so that we can look into this further for you, please send us a DM with your service address. Dez

@Optus i cant connect any calls. it says technical deficulties.... ???

@AnneBarklimore Hi Anne. Sorry to hear about the poor experience you have had with our Support teams. If you can send us a DM, we can look to help out with your concerns further from there. - Kyri

@Optus 90 minutes lost in a messaging conversation trying to get help. Bounced from service to sales back to service. End result? Distinct lack of service.

@montuvg Hey Montu, you can send us a Direct Message for further assistance here → help.optus.com.au/6016Cka. Once received, we will be able to assist further. -Enku twitter.com/messages/compo…

@Optus Hi

@montuvg Hey Montu, we've responded to your other posts, and we'll continue with our response there to avoid double handling. Please send us a Private Message to get this investigated further. -Enku

@Optus @OptusNewsRoom Despite speaking to multiple agents, every case was closed without proper resolution. Agents repeatedly assured me that credits would be applied and the issue would be fixed “soon”, but as of today the problem remains unresolved and no credits have been received.

@Optus @Optus @OptusNewsRoom Hi team, I’ve raised multiple cases with your agents over the past month+ and every one has been closed without resolution. Agents repeatedly promised credits and fixes “soon”, but nothing has changed.

We completely understand that choosing a provider is an important decision, and we're truly sorry to hear that you're considering discontinuing your service with us. Please send us a Private Message if you change your mind in future or needing assistance with anything else in the meantime. We are a 24/7 Social Media team, here to help. -Enku

@Optus Nah. I’ve been with Optus for 25 years and this is how Optus treats their long standing customers. Not continuing my service any further.

@Optus fuck you cunts, I don’t want extra data. Cunts.

@montuvg Thanks for sending us a DM, however, it looks like we have not received a message on our end. Could you please send us a Private Message again via this platform, so we can assist you further? -Enku

@Optus Hi, Sent you DM.

@Optus @OptusNewsRoom Hi team, I’ve raised multiple cases with your agents over the past month+ and every one has been closed without resolution. Agents repeatedly promised credits and fixes “soon”, but nothing has changed.

We realise you are frustrated, and we do apologise for any frustration caused, however we ask that you kindly refrain from swearing and using profanities when communicating with us as this does go against our Social Media T&C here → help.optus.com.au/6017CkJ. We want to help you via this platform but will be unable to if it continues. Please send us a DM, and we will take a look and see if there are options, or changes that we can make to better suit your needs. Thank you for your understanding. -Enku

@montuvg Hi Montu, we're sorry to hear about the runaround experiences you've had trying to get assistance for your issues. It is certainly not the level of service we aim to provide for our customers. Please send us a DM, so we can take a look and investigate further from our end. -Enku

@Optus @OptusNewsRoom I need this escalated immediately to a Customer Resolution Expert who can provide a proper solution and clear timeline. Please DM me or reply with next steps and reference [list your case numbers if comfortable]. This level of service is unacceptable.

Hi there, @vidyagames12, we're sorry that we have left you feeling this way. We realise that price increase is not ideal, no matter the cost. Please send us a DM, so we can review your account and see if there are options, or changes that we can make to better suit your needs. -Enku