I recently ported my number from Vodafone to Optus. My sim arrived a few days earlier than my iPhone X which I ordered from Optus.
I installed the My Optus app on my iPhone 7 Plus and everything worked well in that I was able to see my usage in the app AND in the widget. However, by Friday afternoon, I was no longer able to see my usage. The error was that "we are experiencing technical difficulties" etc. I left it alone and didn't worry about it.
This morning, my iPhone X arrived so I got that going and installed the My Optus app again. This time, every time I select "Usage" I get the following error: "You’ll need to enter the mobile number of a valid Optus mobile phone service." Needless to say, widget is also not working.
This is weird, as under the menu, the phone number that appears is the correct phone number of my handset. I have also logged into my account via the app without a problem.
I chatted with support for about half an hour and was told that the problem would be escalated and that I would receive an sms with a reference number. I did NOT receive such an SMS. Obviously, the agent just forgot about the problem.
Can anyone help me solve this? I know it is not a big deal but it is infuriating in that it worked for a while and now it doesn't. I am able to see my usage in a browser from my desktop but this defeats the purpose of the app.
I am running iOS 11.2 on an iPhone X 256 GB. And before someone suggests reinstalling the app, restarting the phone, please don't. Have done this 4 times already.
Thanks in advance
When you're trying to get this working are you using wifi or mobile data? Try mobile data if you haven't already.
Also just as a heads up, My Account and the App (same log in) can take a few days to work properly for new customers. It's also a little slow to update details if you ever make changes in the future so chances are it'll just come good on it's own within a few days
Thanks so much for the suggestions. It has been a very frustrating experience coming to Optus from Vodafone. I’ll give it a couple more days.
Trying to chat to support is also poor. Waited for 40 minutes with no agent coming online.
Thanks again for your time in answering me.
Almost a week later and still the same problem. How do I get a solution to this? Does Optus actually help with these posts? If so, where is their help? Apparently, non existent. Sigh. I think it was a mistake leaving Vodafone.
We'll always jump in if we think we can offer some assistance. We've been a bit under the pump over the past week therefore we haven't had the chance to respond as quickly as we'd have liked to. Have you tried deleting the apps cache? This tends to fix 99% of My Optus app issues.
If you're still experiencing the same issue, we'd be more than happy to help. We can always raise an IT case on your behalf.
Hmm, no prefix is required. I've attempted this myself on an iOs 11 device and you're right. There's no link. We'll try a different way. Try the following steps for us:
Hmm, send through your details via PM. It sounds like they've already raised a ticket for you. I'm happy to have a scroll through your account notes and confirm whether there's been any action taken. I'll need your full name, DOB and mobile number.