rss.livelink.posts-in-node

Re: Huawei B818 - 263 slow speeds

Jono_YC — Fri, 26 Feb 2021 04:19:29 GMT

Hi it's not great to hear that you're experiencing issues with your Wireless Broadband Service.

We recommend keeping across our Network Status page which provides up-to-date faults and works that may be impacting your service. You can also register for updates by clicking on the respective mobile tower, and then selecting “Log a fault”.

We also have a range of troubleshooting steps that may help with mobile faults.

If you’re still needing a hand, we recommend messaging us via the My Optus App. Our team is available 24/7 and are ready to assist customers as quickly as possible.

We're also available to assist via Social Media. Please send us a private message to Optus on Facebook or a DM on Twitter with the details for further assistance.

Huawei B818 - 263 slow speeds

TheGMac316 — Fri, 26 Feb 2021 03:41:47 GMT

I got this today it was going all well until a few hours ago where now im only getting these speeds

I tried logging into to mobile broadband but its not accepting the password on the bottom of the modem.
Anyone know how to fix this issue? Optus customer support wasn't much help

Re: Register Interest for Gigabit Service?

Xcelplus — Fri, 26 Feb 2021 02:35:16 GMT

I re-confirmed with Aussie Broadband that I can get the 250/40 option... which they described as 1000/50 (Gigabit) but the price is $149 (same as Optus).

Not sure why Optus is claiming the faster speeds aren't available if other companies are willing to offer it to us? Does someone from Optus want to get back to me about this?

🙂

Re: sagemcom 5366 lte

AndS — Thu, 25 Feb 2021 22:36:43 GMT

Get in contact with Optus and lodge an NBN fault ASAP.

Re: Wireless Broadband speed dropped from 25 MBPS to 3.5 MBPS

AndS — Thu, 25 Feb 2021 22:28:26 GMT

You will be waiting and waiting zzzzzzzzzzzzzzzzzzzzz

Re: Wireless Broadband speed dropped from 25 MBPS to 3.5 MBPS

emmsee — Thu, 25 Feb 2021 10:42:45 GMT

Thanks everyone for the great information.

I have lodged a fault report with Optus via my app and (somewhat) patiently wait for an update.

cheers

Mike

Re: optus game path

Tina_YC — Thu, 25 Feb 2021 10:17:40 GMT

Hey , thanks for getting in touch with us. Wtfast is similar to Game Path 🙂 If you haven't already, we recommend checking out our Game Path Support Guide.

Re: sagemcom 5366 lte

Tina_YC — Thu, 25 Feb 2021 09:59:11 GMT

Hi , thanks for getting in touch with us. Hm.. it seems like the modem is in 4G back-up mode. If there’s a problem with your broadband connection, your Optus Ultra WiFi modem will automatically switch to the 4G Network where available.

To check if there is an NBN outage within your area, please check out our Network Status Page. Let me know how you go. Tina.

Re: optus game path

YESLAG — Thu, 25 Feb 2021 09:56:17 GMT

lol game path isn't like wtfast? and it's terrible even exitLag gives better result than wtfast or any other VPN.

sagemcom 5366 lte

spuddo1 — Thu, 25 Feb 2021 09:37:42 GMT

The Network light is red. I am able to use everything normally, so what is going on? I have searched for a manual that might explain this to no avail!!!!

Re: Landline phone

Nard_YC — Thu, 25 Feb 2021 09:33:53 GMT

Hi there . Thanks for posting on Yes Crowd.

We have a handy guide on Fixed Phone Line Troubleshooting for receiving/incoming calls that I'd recommend trying out to see if that resolves your issue.

If you’re still needing a hand, we recommend Messaging us via the My Optus app.

Our Messaging team is available 24/7 and are ready to assist customers as quickly as possible.

If for some reason you’re unable to use the My Optus app, please send a private message to the official Optus Facebook page or Twitter page for further assistance.

Re: Register Interest for Gigabit Service?

petergdownload — Thu, 25 Feb 2021 09:19:58 GMT

Ok, so as per ABB
https://www.aussiebroadband.com.au/nbn-plans/
and Launtel
https://residential.launtel.net.au/signup/residential/?

If you punch in your address then you'll find you can get 250/25. I'm actually just a few suburbs over in Brunswick and those sites report I can get 1000/50 now (cool).

Whether the RSP offers you those speeds and at what price is up to the RSP but your NBN connection is quite capable of it.

Superloop are offering 250/25 for $99

https://www.superloop.com/consumer/home-broadband/nbn.html

Optus will provide it for $150 (but only if the sales rep is willing to admit that they are an RSP and do sell NBN 250 plans)

Landline phone

Shaik123 — Thu, 25 Feb 2021 08:35:01 GMT

My landline phone rings outgoings, but doesn’t ring on incomings. It doesn’t ring at all. It has started happening after NBN installation. Currently it is connected to Optus modem. How can i get it to work?

Re: my media hub

AndS — Thu, 25 Feb 2021 07:47:26 GMT

Looks like Optus support have missed this post, so I would try again or try another method of contacting them like via the optus app, twitter or facebook.

Re: Register Interest for Gigabit Service?

Xcelplus — Thu, 25 Feb 2021 07:33:28 GMT

~~My postcode is 3020~~

🙂

Re: change from Optus ADSL to NBN

petergdownload — Thu, 25 Feb 2021 00:00:01 GMT

There's options for layout. GMail appears to take two different approaches.

1) It has an amazing search capability. So rather than worry about folders you can just start typing a word or recipient and finding your email is done.

2) Rather than "folders", GMail uses "Tags". You can customise tags and edit how they display on the left side. In practice they look and act just like folders with the benefit that an email can have more than one tag and only one folder.

https://www.technipages.com/gmail-show-hide-folders-on-left-menu

Re: Wireless Broadband speed dropped from 25 MBPS to 3.5 MBPS

Tigers1719 — Wed, 24 Feb 2021 23:48:30 GMT

I know they disconnect you from the tower.
It took about 20 minutes, rebooted router, speeds returned to normal and have been fine since.

Re: change from Optus ADSL to NBN

Nazzareno — Wed, 24 Feb 2021 23:01:25 GMT

The only issue that I have with Gmail is the way in which folders are compiled. Much prefer the visuals you get on outlook. Can this be done for Gmail.

Re: Wireless Broadband speed dropped from 25 MBPS to 3.5 MBPS

AndS — Wed, 24 Feb 2021 22:52:26 GMT

Any idea what the High Level Rebuild actually does, besides potentially helping like it did for you in the past?

Re: Wireless Broadband speed dropped from 25 MBPS to 3.5 MBPS

Tigers1719 — Wed, 24 Feb 2021 22:44:44 GMT

If after contacting Optus there are no faults, ask them to do a High Level Rebuild on your account (Also referred to as resetting the codes on your account.)

Re: Register Interest for Gigabit Service?

petergdownload — Wed, 24 Feb 2021 22:16:11 GMT

"Technical support are the one area in Optus you can trust."

Not sure why you'd come to that conclusion? Basically the NBN is responsible for maintaining its database of household connections around Australia. All anyone from an RSP (Technical or Sales) can do is punch your address into that database and see what is listed. This is why most websites now ask you your address before listing plans available.

Some sites changes the list depending on what is given (so if you can't get 250 or 1Gbps then those plans are not listed). Other just list generically all plans and presumably hope that later on when your told you can only get 100Mbps then you'll stay anyway (after all you can't get faster anywhere else)

Its unclear what you've done outside of asking Optus for info. What postcode are you in? Have you asked ABB directly if you can get 250Mbps? Over 80% of the HFC homes can get 250Mbps. The rest will have it available in the next couple of months.

Re: Wireless Broadband speed dropped from 25 MBPS to 3.5 MBPS

AndS — Wed, 24 Feb 2021 22:14:56 GMT

Sounds like one of the bands is faulty at the tower you are connecting to. Had a similar issue with the AC800S 12+ months ago and Optus took 6 weeks to fix the B40 on the tower.

I would use the Optus app to contact Optus and lodge a fault. Get the fault# and ask when it will be fixed and if they indicate someone will call back then get how long you should wait. You can get Optus to send you a dump of the conversation(s) to include in your complaint.

After waiting for the time to expire make a formal complaint via the Optus web site and request that Optus supply a B818 and re-imburse you for the time while the fault persists. The B818 allow allows you to lock out/in specific bands using LTEHMonitor, which I have to do when Optus B40 fails every few months.. This will allow you to use the other bands and you should hopefully be able to get 10 to 15 Mbs as a min depending on the band(s) you enable.

Be aware that the response you will get from Optus will be the same quality as per the previous post.

If you want to try to get the AC800S working head on over to https://forums.whirlpool.net.au/forum/18?g=128 and search for "AC800S and telnet". It did not work on my setup.

Re: Wireless Broadband speed dropped from 25 MBPS to 3.5 MBPS

Vin_YC — Wed, 24 Feb 2021 13:50:48 GMT

Hi , it's not good to hear you've been having problems with your Internet service. This certainly isn't the experience we want our customers to have.

Have you checked the Network Status page to see if there are any outages in your area may be affecting your service? Simply click on Fixed Outages and enter your full address into the search bar and if there are any outages, you will see them reported.

If there are no reported outages, may I suggest having a look at the My Optus Service Is Not Working: Troubleshooting Index guide for steps to help you get the best connectivity for your service. Just select the Internet connection type you have.

Alternatively, please reach out to us by a private message via our Social Media pages (official Optus Facebook page or Twitter page) where we'll be able to obtain your details securely and run some checks for you to provide you with more accurate information specific to your location.

You can also reach us on a smart device via our Messaging service on the My Optus app 24/7.

Re: Register Interest for Gigabit Service?

Xcelplus — Wed, 24 Feb 2021 13:27:35 GMT

If the HFC in my area hasn't been upgraded yet how can any company possibly deliver faster speeds?

"Well that presupposes you believe what one Optus Sales Agent told you (as opposed to the other 5 that told you something else)."

It was Optus technical support that finally confirmed that the HFC hasn't been upgraded not sales.

Technical support are the one area in Optus you can trust. If they say the HFC hasn't been upgraded then sales people from multiple companies have been wrong. All other companies are trying to do is churn Optus customers?

😞

Wireless Broadband speed dropped from 25 MBPS to 3.5 MBPS

emmsee — Wed, 24 Feb 2021 13:05:18 GMT

I've been 2 years on the Optus Wireless Broadband (500gb/month) using a Netgear AC800S modem connected to a 4G MIMO Antenna, connected with LCU400 Coax.

Until this week I regularly (school Holidays excepted) got 25 to 32 MBPS and suddenly it has dropped to .8 to 3.5 MBPS - slow as dial up!

I've changed the sim to my phone - same result (my phone's an unlocked Telstra mobile and I regularly get 80 MBPS on it, with a Telstra SIM in it).

The Optus Tower is 1.4 KM (ATCF) in line of sight of both antennae. The tower runs on 700, 1800 & 2100 MHz (4G+)

I've rebooted the modem 8 times and the devices numerous times.

Modem firmware is UTD.

I've rebooted my laptop, Chromecast Google TV, both mobiles and a Roku box.

I've disconnected all devices from WiFi and Bluetooth, isolating the laptop as the only device connected to the AC800S.

My devices are all within 2.3 metres of the modem.

I run a VPN, but the difference with/without VPN enabled is negligible.

No outages reported at Optus.

I'm at Gloucester NSW.

Anyone got any advice for me?

cheers

Mike

Re: *69 recall last number

Tina_YC — Wed, 24 Feb 2021 05:32:04 GMT

Oh, that's great to hear! Thanks for getting back to us with an update. We will inform the team about this now. Tina.

Re: *69 recall last number

ghr — Wed, 24 Feb 2021 05:22:54 GMT

Hi Tina_YC,

You are misinformed.

I have just had it turned on and it is now working.

Also see https://www.optus.com.au/for-you/support/answer?id=1650

ghr

Re: *69 recall last number

Tina_YC — Wed, 24 Feb 2021 05:12:27 GMT

Hi , thanks for raising this with us. We have been informed that Call Return is not available on nbn™ or LAR services, however, we will need to confirm this with our NBN team first. Once they get back to us, we will message you back here. Tina.

Re: *69 recall last number

ghr — Wed, 24 Feb 2021 04:51:32 GMT

I switched to nbn yesterday. *69 is not working: it says "The operation has failed".

This is despite the fact I can see the number that has just called: it is not hidden.

Re: Remove Optus Overhead Cable and House Box

Jenny33 — Tue, 23 Feb 2021 11:30:52 GMT

I have sent a message so hopefully they understand!

Re: Remove Optus Overhead Cable and House Box

Rob_YC — Tue, 23 Feb 2021 11:19:13 GMT

Hey , sorry to hear about the trouble getting that overhead cable removed. We can organise this from our team to a technician can come out and remove that.

If you could please send through a Private Message on Facebook or Twitter. Our team will get that raised ASAP for you.

Re: Remove Optus Overhead Cable and House Box

Jenny33 — Tue, 23 Feb 2021 11:03:17 GMT

I am trying to have a cable removed but can’t get any help with this have tried online and they don’t understand

Re: Optus threatens to disconnect cable connection to sign up to Optus NBN

Alexer_Eternity — Tue, 23 Feb 2021 09:45:44 GMT

You can pay $297 to get a new nbn line installed

Re: How do I add a VOIP handset to Loop?

AndS — Tue, 23 Feb 2021 08:54:47 GMT

Plot thickens as people have the "Yealink T48S phones running on Optus Loop over an Optus NBN 50mbit connection" as per the following thread:

https://forums.whirlpool.net.au/archive/36pm8l43

Re: How do I add a VOIP handset to Loop?

AndS — Tue, 23 Feb 2021 08:50:48 GMT

Sounds like you got the standard SIP response in that it's locked down so Optus only supports their equipment.....

I would head on over to https://forums.whirlpool.net.au/ and pick the Optus forum to ask and see if anyone else has figured out how to do it. Include the Yealink model number any another info you can think of that may be relevant as it will help people who know if it can be done on how to do it.

Re: Cannot connect to 2.4GHz

Flotterz — Tue, 23 Feb 2021 08:45:02 GMT

Thanks Tina. Fingers crossed it stays good.

Re: Cannot connect to 2.4GHz

Tina_YC — Tue, 23 Feb 2021 08:18:15 GMT

Thanks for getting back to us with an update, . That's quite odd! I'm glad that all sorted now.

If you run into any other issues, please let us know. Tina.

Re: Cannot connect to 2.4GHz

Flotterz — Tue, 23 Feb 2021 07:58:49 GMT

HI, thanks for the reply. Well, I managed to solve the problem in a most unexpected and bizarre way. I tried again this morning to connect to the 2.4GHz network on my iPad and got the 'incorrect password" message. So, without changing the password in the router GUI, I entered the original factory password. That sent the router into a total meltdown. I lost both the 2.4 and the 5GHz networks and when I checked out the modem, the green lights were flashing on and off in sequence back and forth across the front panel. So, I did a hard reboot of the modem (power cord out for 30 secs then reboot) and hey presto, both networks are back working with the custom password. I should point out, that I had tried re-booting the modem several times before without success. Looks to me like something strange happening in the memory of the mnodem itself that I managed by chance to correct by messing with its mind. Anyway, problem fixed, for now.........

Re: How do I add a VOIP handset to Loop?

Kempatron — Tue, 23 Feb 2021 06:20:36 GMT

Yes, I've trawled the documents and there's nothing helpful there. I've spoken to the support team and there's nothing helpful there. I was just told that if it wasn't supplied by Optus it can't be done, which seems a little off as I can't believe there'd be anything too bespoke about connecting to a SIP/VOIP server over the internet.

Re: How do I add a VOIP handset to Loop?

Nard_YC — Tue, 23 Feb 2021 06:10:47 GMT

Hi there .

For Optus Loop assistance, we recommend chatting with our Loop Specialists on 1300 106 481. You can also request a call-back on our website.

For further info and guides, please visit our Optus Loop Hub.

How do I add a VOIP handset to Loop?

Kempatron — Tue, 23 Feb 2021 05:50:38 GMT

We are running Optus Loop and have a main phone provided by Optus. I need to add a new phone and the company next door has given us a Yealink cordless phone. I can't find the details needed to register this to the Loop SIP server, is it possible to do or is this another locked out thing?

Re: C62199

Tina_YC — Tue, 23 Feb 2021 04:32:53 GMT

Hi , thanks for getting in touch with us. Can you please provide us with some more details on your enquiry? I'm not too sure where you have received this information from. Tina.

C62199

Matt-ARN — Tue, 23 Feb 2021 04:17:47 GMT

Hi All,

I was wondering if i can have the date this change was submitted?

Change Reference Number: C62199
Start Date & Time: 28/01/2021 23:59:00
Finish Date & Time:29/01/2021 06:00:00

Cheers Matt

Re: Messages from Optus re Static IP Allocated.

Kyri_YC — Mon, 22 Feb 2021 20:07:37 GMT

Hey there . It's not great to hear that you are receiving these messages in regards to your static IP. If possible, I would recommend reaching out and sending screenshots of the messages you received to our teams on Facebook or Twitter, as they will be able to help out in confirming if whether they are legitimate or not.

Messages from Optus re Static IP Allocated.

WoyBoy — Mon, 22 Feb 2021 19:50:47 GMT

I am receiving emails from Optus advising a new Static IP address has been allocated. Each message has a different IP address. I have not initiated any requests. I am on NBN FTTN? Are these messages legitimate?

Re: Unknown phone call

Vin_YC — Mon, 22 Feb 2021 17:49:39 GMT

Hi , sorry to hear you've had an unexpected International call charge on your bill. As you've mentioned you don't recognise the call and especially due to the destination, it's possible this has been a result of a scam. Just to confirm, have you received calls from an unknown international number and did you answer them?

Can I please bother you to reach out to us by a private message via our Social Media pages (official Optus Facebook page or Twitter page) where we'll be able to obtain your details securely and assist you further with your concern.

Alternatively, you can reach us on a smart device via our Messaging service on the My Optus app 24/7.

Unknown phone call

pkmac — Mon, 22 Feb 2021 15:08:33 GMT

On my December bill I have a charge of $207.05

It is from Albania a call that lasted 1h 46min

This was not made by me. My bill is always $125 per month and I pay by direct debit so I assumed you would have seen this as an anomaly. I think it's a scam.

Please reimburse my account

my media hub

ip123 — Mon, 22 Feb 2021 13:46:28 GMT

not all of my recorded tv is appearing in my media hub and I was wanting to look at the recording on my laptop. how do I move it to the media hub?

Re: FETCH MOBI APP

Sarah_YC — Mon, 22 Feb 2021 13:39:06 GMT

Hi @Chicho,

Thanks for raising this with us.

Just so we're on the same page, could you confirm if you're experiencing this issue only with CNN or with other apps like Netflix or Stan?

We'd also recommend checking out the Fetch TV App Guide.

Re: Cannot connect to 2.4GHz

Vin_YC — Mon, 22 Feb 2021 12:51:21 GMT

Hi there , thanks for reaching out to us here.

I'd recommend having a look at our device guide for the Sagemcom Gateway F@ST 3864 and performing a Restore to factory default settings. This will restore your wifi password to the default password that the modem came with. Once you've done this, please try connecting to the wifi with the default password. If you're successful in doing this, you can then try changing the password and seeing if you're still able to connect to the new one. You may also need to go to the wifi settings on your device and clearing out any previous wifi settings as well.

Hope this helps.

FETCH MOBI APP

Chicho — Mon, 22 Feb 2021 12:47:52 GMT

I download the fetch mobi app on my phone, open the app on the right hand side appear the "Chromecast icon", I'm watching CNN , but when I touch the Chromecast icon to cast on my bedroom tv , only give me an option to "my device ", my phone is on the same network.

Re: Cannot connect to 2.4GHz

Flotterz — Mon, 22 Feb 2021 11:50:17 GMT

I have the same problem with our Optus Sagemcom F@ST 3864V3AC. Both bands have been working fine for almost 2 years and just in the last couple of days I can't connect any device to the 2.4GHz band. Keep getting the error message that the password is incorrect. It is correct. The password is a custom one that I have been using since the modem was new, but the SSID is the factory assigned one. This is really frustrating.

Re: Black screen fetch top box not working

briseth — Mon, 22 Feb 2021 10:46:36 GMT

Contact via the My Optus App for Fetch? . In my experience it does not work, after jumping thru a few chat hoops you get the following response pasted below (after all that effort):

" Hi. Hope you are well and safe. We understand how important this is to you. We jave a dedicated team that can assist you on this further. Please contact the Fetch team at 133 937 Mon - Sun: 8am - 8pm Thank you for your patience on this."

The App can be used after you get a case number from Fetch, and then you go to Help, My Cases.

Re: Relocating .. yesterday!

Kyri_YC — Mon, 22 Feb 2021 03:12:56 GMT

No worries .

If you can reach out to our teams on Facebook or Twitter, they will be able to assist you on this matter further from there.

Re: Relocating .. yesterday!

petergdownload — Mon, 22 Feb 2021 03:02:22 GMT

Yay! Contact Optus on Twitter or Facebook (unfortunately)

Re: Relocating .. yesterday!

FiledinPenske — Mon, 22 Feb 2021 02:58:56 GMT

Great thank you .

However the cable has now been returned! Optus how do I contact you without being directed to the relocation website? I don’t need nbn to come out... but if I call I keep being redirected to the website. I have my optus nbn modem too. It’s practically brand new.

Re: BYO 4G Modems supported ?

Matte_Hatt — Sun, 21 Feb 2021 08:15:09 GMT

Anthony,

After I overcame the price chock of that modem, I ordered a D-Link DWR956 on eBay. Once it arrived, I took the easy option and shoved in a prepaid Optus SIM - it worked without any issues !?!? So I registered it and paid a small prepaid fee. Still works and I’ve converted the SIM to a post paid.

Re: No Answer from Support

Ozemate — Sun, 21 Feb 2021 06:34:32 GMT

Pray tell is this not social media and the online chat is all offshore who do not understand what you are talking about

It appears to very Simple thing to be done.

The email received from abuse needs to be updated it is so out of date it is beyond a joke

It appears that support does not look at or care about customers just a robot pushing a button

I do not comprehend why such a simple task is so hard for them to do.

I think it is time to send an Email to The CEO of Optus asking why one of his team is not able to perform such simple tasks they are paid to do "look after Customers".

Re: Internet

Aman_YC — Sun, 21 Feb 2021 05:42:26 GMT

Hi @ PADAMS777 - apologies for any inconvenience this may have caused.

Can you please check our network works here if there is a network fault that could be causing this.

If you’re still needing a hand, we recommend messaging us via the My Optus App. The team is available 24/7 and are ready to assist customers as quickly as possible.
If for some reason you’re unable to, if you have a social media account, please then Optus on Facebook or on Twitter with the details for further assistance mentioning you’re unable to use the My Optus app.

Re: Internet

padams777 — Sun, 21 Feb 2021 05:24:44 GMT

It's not the 25 th so why is my internet not working today

Re: Relocating .. yesterday!

petergdownload — Sun, 21 Feb 2021 05:24:34 GMT

OK,

That's great news. The NTD box is impossible to come by at the moment but you have it.

The white cable is a standard type. Bizarre the people took that but left the NTD. They're not allowed to as it is the property of the NBN but as you say probably not worth the fuss. At this stage I'd do two things:

1) Contact Optus and have them send out a replacement HFC cable. Make it clear you don't need the NTD unit otherwise they will keep saying no can do.

2) Pop into Bunnings and grab this:

https://www.bunnings.com.au/antsig-5m-rg6-quad-shield-cable-with-male-f-connectors_p4360383

Its the same cable just longer. You can return it for a refund once the white cable turns up.

Re: Relocating .. yesterday!

FiledinPenske — Sun, 21 Feb 2021 03:12:43 GMT

Hi thanks for your reply...So it’s HFC and yes NBN on and I’ve just realised the previous tenant left the nbn box but took the white cable that came with it and I have no idea how to replace. Landlord unprepared in many watts and last tenants were his friends and I’m getting little response on other issues so no point pursuing that avenue.

Re: Unable to port forward to view CCTV remotely

YetAnotherAcc — Sun, 21 Feb 2021 01:13:23 GMT

Are you sure you forwarded all ports needed for your specific CCTV software? Its rarely just one port that needs to be forwarded.

Here is one specific example, but its very detailed and looks like a very good over-all CCTV setup guide.

Re: Retaining Optusnet email when movong from Cable to NBN

petergdownload — Sun, 21 Feb 2021 01:00:56 GMT

Hi GBall,

As mentioned the email should cross over automatically and even if it doesn't Optus can hook it back up afterwards.

But also as mentioned you've become aware that you are 100% at the mercy of Optus. You have no option but to keep paying them for your internet or you will lose it. Optus provide no option to keep your email if you leave.

Also RSPs have begun leaving the email business. It made sense when they were the only way to get one but now services like GMail are free and much more secure and powerful). Telstra has stopped providing email services for customers, I suspect Optus will follow suit eventually.

Migrating your email is actually a lot less painful these days and you can do it totally separate to your Optus account (so if you don't like the results then just go back to using Optus). Its also a lot easier to do while you have the Optus email up and running.

AndS provides a link to a step by step starter. Have a play.

Re: Retaining Optusnet email when movong from Cable to NBN

AndS — Sun, 21 Feb 2021 00:00:38 GMT

I would make sure you have a backup of your email and contacts as Optus have from other posts I have seen in the past had issues with email when things change. By issues I mean all of it was deleted.

I suggest having a read of the following as it may help in the long run:

https://yescrowd.optus.com.au/t5/My-Account/Email/m-p/638218

Re: Retaining Optusnet email when movong from Cable to NBN

Vin_YC — Sat, 20 Feb 2021 19:37:19 GMT

Hi , thanks for reaching out to us here. It's great to hear you're making the move from Optus Cable to the Optus NBN network. Your OptusNet email account should automatically be transferred to your new NBN service.

If you'd like us to confirm if your email account is in the process of being transferred to your new service, please feel free to send us a private message via our Social Media pages (official Optus Facebook page or Twitter page) where we'll be able to obtain your details securely and take a closer look at your account.

Alternatively, you can reach us on a smart device via our Messaging service on the My Optus app 24/7.

Retaining Optusnet email when movong from Cable to NBN

GBall — Sat, 20 Feb 2021 19:19:03 GMT

I am moving from Optus cable to Optus NBN.

Will my Optusnet email be automatically transferred as well?

This is essential to me as it would be extremely difficult to change my email with all my contacts and links.

Thanks.

Re: Unable to port forward to view CCTV remotely

Highway1981 — Sat, 20 Feb 2021 19:16:59 GMT

Yeah I have tried that as well. Thanks for you assistance

Re: Unable to port forward to view CCTV remotely

YetAnotherAcc — Sat, 20 Feb 2021 12:12:42 GMT

wrote:
however I have been unable to connect outside the LAN.

There is a known issue with the 5366's that has affected external access to CCTV but it mostly manifests itself when trying to access the CCTV from within the LAN using you public IP address. (not a local 192.xxx.xx.xxx). As you mentioned the above I assumed you tried to connect to CCTV via 4G or at a different premises I did not mention it earlier.

The specific issue with the 5366's is the lack of NAT Loopback/hairpinning support. Search the forum "CCTV" to see other peoples experiences.

Re: Unable to port forward to view CCTV remotely

Aman_YC — Sat, 20 Feb 2021 11:46:26 GMT

Hi @ HIGHWAY1981 - Thanks for reaching out to us here and really sorry that this is not working.

The troubleshooting that you have done so far is what we normally advise but if the issue is still not resolve then you are best to speak with our Technical Support team via the messaging service to assist you further.

Re: BYO 4G Modems supported ?

AnthonySwan — Sat, 20 Feb 2021 11:35:47 GMT

Hi there

i have an orbi lbr20 - were you able to connect the Optus network to the lbr20?

Re: Unable to port forward to view CCTV remotely

Highway1981 — Sat, 20 Feb 2021 10:51:52 GMT

I have tried that port and still no luck. Open to any other idea or suggestions

Re: Moving home

petergdownload — Sat, 20 Feb 2021 10:51:29 GMT

The Fetch box may be disabled after you cancel the home internet plan. I assume you have a separate Optus sport Subscription? You might need another device to play that on however I'd keep the Fetch unless it deactivates at which time contact Optus and request a return satchel.

Re: Unable to port forward to view CCTV remotely

Highway1981 — Sat, 20 Feb 2021 02:37:53 GMT

I have tried 8001 but I will give that ago as well. Thank you

Re: Unable to port forward to view CCTV remotely

YetAnotherAcc — Sat, 20 Feb 2021 01:21:07 GMT

Have you tried 8080 (or similay)?
Optus blocks some ports (they don't disclose which ones though) at the network level and 80 is one of them.

Moving home

CLI-938 — Sat, 20 Feb 2021 00:53:01 GMT

Hi everybody, We are selling our home and will be living in rented premises for a while.
I want to still access Optus sports wherever I am. Should I keep my subscription as if I had a residence or return my fetch box?

Re: Unable to port forward to view CCTV remotely

Highway1981 — Sat, 20 Feb 2021 00:48:45 GMT

I was advised to run it through port 80. I have made it a static IP address. I have tried other port numbers as well and I have no luck with them either

Re: Black screen fetch top box not working

Aron_YC — Sat, 20 Feb 2021 00:42:52 GMT

I'd recommend performing a hard reset on the box. You can do this without the display, just keep cycling through the buttons. If this does not work however it's something that will require a replacement. A replacement can be organised with our Technical Support team via the My Optus app, or with our Social Media team on Facebook or Twitter.

Re: Unable to port forward to view CCTV remotely

YetAnotherAcc — Sat, 20 Feb 2021 00:31:49 GMT

A port scanner will report a false closed port if there is no software behind the port that *wants* to respond to the probe. It will only respond if its the type of data it is expecting and ignore everything else.

Are you sure you are opening all necessary ports/port types?

Re: Black screen fetch top box not working

Anthony13 — Sat, 20 Feb 2021 00:22:21 GMT

Yes still has power has one blue light on it no not been damaged at all just not worked for the past two days tried everything that troubleshooting says and still nothing

Re: Connecting Telephone Copper wire to Optus cable so NBN Box can be positioned further back.

Steven_YC — Fri, 19 Feb 2021 23:41:32 GMT

Hey - Thanks for sharing this.

Having a qualified electrician can relocate the equipment for you. It'll depend on a few factors which can be discussed with whomever you're deciding with. We also do offer a Professional Install with the information here which will provide you some oversight as to what they are able to do.

Unable to port forward to view CCTV remotely

Highway1981 — Fri, 19 Feb 2021 23:31:35 GMT

Good Morning,

I have recently connected my CCTV to the internet and I have been able to view the camera on my phone whilst I am connected to the WIFI, however I have been unable to connect outside the LAN. I have completed the port forwarding, however I haven't had any luck.

I have checked my port and I keep getting informed that it is closed despite it being open.

I have a Sagemcom 5366 TN modem.

Thanks for any assistance.

Connecting Telephone Copper wire to Optus cable so NBN Box can be positioned further back.

Loomy — Fri, 19 Feb 2021 23:05:43 GMT

I had an NBN serviceman come to connect me to the NBN...Currently, I have been using Optus Cable...

I needed the NBN Box in my home office in the back garden of my house but he said he would/could only install the box closest point from the pit to a power point and copper wire.

So...I needed the NBN Box (and Optus modem) about 200 feet further away than the closest point it would have been set up.

He suggested as a solution to my problem was to get an electrician JOIN the phone copper Wire to my existing Optus cable which runs all the way from the front of my house to my office at the back and then get the NBN technician to install the NBN Box in my office from the Optus cable now connected to the copper wire phone line.

Cold anyone please tell me whether this is a viable methodology and the way to get the NBN Box into my office versus the front of the house about 300 feet away?

Thank you.

Loomy

Re: Fetch box

z_hook — Fri, 19 Feb 2021 21:09:49 GMT

Hey ,

We do apologise for the experience you've had with setting up your FetchTV.

We'd recommend to perform a soft reset of the FetchTV device

If you do continue to face issues, we recommend messaging us via the My Optus App. The team is available 24/7 and are ready to assist customers as quickly as possible.

If for some reason you’re unable to, if you have a social media account, please then send a PM to Optus on Facebook or a DM on Twitter with the details for further assistance mentioning you’re unable to use the My Optus app.

Fetch box

Mrcool — Fri, 19 Feb 2021 20:53:24 GMT

New fetch box is frozen half way during first startup

Re: Black screen fetch top box not working

Rob_YC — Fri, 19 Feb 2021 19:36:20 GMT

Hey , very sorry to hear about the trouble here. Is that Fetch box still receiving power there? Is it possible it could have been damaged or anything like that recently?

Thank you for letting us know you've been through the troubleshooting. If those steps haven't helped we recommend reaching out to our Support team via the My Optus App. They can take a further look into that and see what's going on there.

If you're having no luck at all getting it to receive a signal we may need to replace that.

Re: Great support

brian53 — Fri, 19 Feb 2021 19:18:19 GMT

yes it is great when they do a high level rebuild had 4 since i joined optus 9 months ago always fixs my internet speed i just wish optus would have a unlimited 4g plan always watching my data

Black screen fetch top box not working

Anthony13 — Fri, 19 Feb 2021 18:59:38 GMT

Iv gone through all of the trouble shooting my internet is working on other tv’s and devices but the fetch box is just shows a black screen. Iv tried it in other tv’s with the same outcome?

Re: Fetch TV Mighty - ABC Free To Air channels missing

briseth — Fri, 19 Feb 2021 15:28:29 GMT

for me resolved today with Fetch providing a firmware update which fixed the problem and allows you to continue getting the box running, trust @Vikkik also has that now and could proceed to activation.

Resolved today - it would be nice if things Fetch wise worked smoother, 18 days since the original case was posted (refused to replace) and after complaining, 11 days since case lodged to replace the unit. We did lose a few days while they fixed the firmware to allow the new box to activate.
(Firmware updated from 3.7.9071 to 3.7.97476 Software updated to 3.12.1)

importantly the box instantly tuned all the FTA channels, including ABC, so the replacement exercise fixed the issue, and maybe they will listen first time when an engineer suggests humbly that they had checked everything they could, including multiple optus locations, and the aerial feed was not the issue. I wonder why they are so reluctant to issue replacements, particularly when a customer has been with them for years, and why the communication process takes so much work from the consumers side. The app should make it simple but as Fetch arent available via messaging you have to wait for a case to be established...then learn that cases are hidden under "help" (!) and not to let a browser that wont work with that part get selected with a tick "dont ask again"....on my phone had to be Chrome. And then there is long wait between getting case number, the assigned "case manager" responding to the case, starting with a silly question "need to know if your fetch is working fine" - then a replacement not being shipped until 7 days after the case for a replacement to be issued was created, and many a message phone call inbetween.

Hopefully the above helps improve things, both for users expectations and for the Fetch / Optus support process. No criticism meant for the second case manager Maschio as he did what he could and was very understanding. Case 100260380 (original case 100246808)

Re: Fetch TV no activation screen

briseth — Fri, 19 Feb 2021 15:07:33 GMT

resolved today with Fetch providing a firmware update which fixed the problem and allows you to continue getting the box running, trust @Vikkik also has that now and could proceed to activation.

importantly the box instantly tuned all the FTA channels, including ABC, so the replacement exercise was worthwhile, it would be nice if things Fetch wise worked smoother, 18 days since the original case was posted (they refused to replace unit) and after complaining, 11 days since case lodged to replace the unit. We did lose a few days while they fixed the firmware to allow the new box to activate.

Firmware updated from 3.7.9071 to 3.7.97476

Software updated to 3.12.1

Re: Cable disconnection

petergdownload — Fri, 19 Feb 2021 08:43:42 GMT

They just shut it (and the whole suburb) down. Any plan you are on simply ends. No penalties. Also no internet.

Call Optus or any other ISP and get the NBN connected if you want internet.

Re: Cable disconnection

YetAnotherAcc — Fri, 19 Feb 2021 08:16:51 GMT

wrote:
do they come to my home and physically disconnect

No, but you can request that come and remove, free of charge, the overhead cable, the roof pole that its connected to, and the connection box on the side of the house.

Re: No Answer from Support

Jono_YC — Fri, 19 Feb 2021 07:50:25 GMT

It's disappointing that you feel this way, .

If you’re still needing a hand, we recommend messaging us via the My Optus App. Our team is available 24/7 and are ready to assist customers as quickly as possible.

We're also available to assist via Social Media. Please send us a private message to Optus on Facebook or a DM on Twitter with the details for further assistance.

Re: Cable disconnection

Jono_YC — Fri, 19 Feb 2021 07:34:08 GMT

Hi @eleninsydney generally speaking, your existing cable service will disconnect on the planned disconnection date to make way for the NBN.

If you'd like to discuss your options, we recommend speaking to our Sales team directly. They're available via the My Optus App.

Alternatively, you'll be able to reach out to them over the phone on 1800 780 219.

Re: No Answer from Support

Ozemate — Fri, 19 Feb 2021 07:33:39 GMT

Still no action by Support

It is so Typical

Do OPTUS CARE AT ALL

I DONT THINK SO

This direct from an Email received today 19/2/2021

Please be assured that Optus takes complaints regarding Internet abuse seriously and your concerns have been forwarded to the Optus Internet Abuse Team for their immediate attention.

If you would like more information on ways to minimise spam, or how to make a complaint about spam, including spam containing offensive material or promoting offensive sites, we refer you to the website of the Australian Communications and Media Authority (ACMA) - http://www.acma.gov.au/spam

Other websites that may be of use include:

Junkbusters - http://www.junkbusters.com

Spam Buster - http://www.contactplus.com

SpamKiller - http://www.spamkiller.com There are also several links to spam filter providers from the OptusNet Online Safety site.

NO LINKS WORK

It is a JOke that you think after over 1 year and they still will not update the offending Email They are all robots

Cable disconnection

Eleniinsydney — Fri, 19 Feb 2021 07:07:58 GMT

Dear All

When optus says that I will be disconnected on the 26th Feb from my old cable internet.

What exactly does this entail, do they come to my home and physically disconnect or is it just completed by them remotely.

Any help would be appreciated.

thanks Eleni

Re: 551 5.7.6 Message rejected as spam (CM).

Jack_YC — Fri, 19 Feb 2021 00:45:50 GMT

Hi , it's possible our automatic spam filter is picking up some of the content in your email and thinking it's spam. I recommend sending our techs a message via the My Optus App so they can take a closer look into this for you. Jack

Re: 551 5.7.6 Message rejected as spam (CM).

holdenwin — Thu, 18 Feb 2021 23:50:56 GMT

I am trying to sent a email i get a message 5.7.6 rejected as spam

thank you

Robert Denne

Re: Relocating .. yesterday!

petergdownload — Thu, 18 Feb 2021 23:26:46 GMT

It will take as long as it takes - there's no shortcut route. So fill in the form and hope it gets processed quickly.

The key question is is the NBN at the home and has it already been activated there by the previous owner? What sort of NBN technology is it? (FTTP, FTTN, HFC?)

Re: Slow / non-existent Internet Speed on Optus NBN

petergdownload — Thu, 18 Feb 2021 23:23:38 GMT

"The purpose of the post ..."

And here was me thinking the purpose of this post was to try resolve your issue. We can only infer that as your original post doesn't actually ask a question.

It was a simple (highly pertinent) question but not what you're after. Good Luck.