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Changes to Third Party Content Charges for Optus Postpaid and Prepaid mobile customers

by Online Community Manager
Posted by (Online Community Manager)
19th Dec 2017, 3:19pm
Optus

We constantly review our relationship with Third Party Content Providers to ensure we’re offering our customers the best mix of services and content offerings. After receiving ongoing customer feedback relating to Third Party Content charges, we’re no longer allowing customers to purchase certain subscription-based Third Party Content from 31 January 2018 through their Optus mobile services that use the Optus network.

What this means is that certain Third Party Content Providers will no longer be permitted to charge new mobile content subscriptions to customers through their Optus mobile service that use the Optus network.

 

This will not affect one-off purchases such as charity donations, TV voting and TV competitions. The changes will also have no effect on existing subscriptions or new subscriptions set up prior to 31 January 2018.

 

By no longer allowing payment for certain subscription-based Third Party Content Providers through Optus mobile services on the Optus network, we’re working to reduce the number of customers who find they’ve been charged unexpectedly.

 

If you think you might be affected by the changes we’ve outlined, take a look at our list of FAQS below.

FAQs

What are Third Party Content charges?

Third Party Content charges appear on your Optus bill or come out of your Prepaid credit when you subscribe to online content such as mobile games and quizzes provided by Third Party Content Providers. We’ve listened to feedback about how frustrating it can be when an unexpected Third Party Content charge appears on your Optus bill or comes out of your Prepaid credit and this is why we are making the changes outlined above.

I am an Optus mobile customer with an existing Third Party Content subscription being charged to my bill or deducted out of my Prepaid credit. Will I be impacted by this change?

No, if your existing subscription was set up prior to 31 January 2018, it will continue to be charged to your Optus bill or deducted out of your Prepaid credit. There is no change to such existing subscriptions charged by Optus on behalf of the Third Party Content Providers.

 
I am an existing Optus mobile customer and want to subscribe to new Third Party Content provided by Third Party Content Providers. Can I have this charged to my Optus mobile bill or deducted out of my Prepaid credit?

From 31 January 2018, it is no longer possible to have new ongoing subscriptions charged to your Optus bill or deducted out of your Prepaid credit from certain Third Party Content Providers.

Will these changes impact how I subscribe to my video or music streaming services like Netflix, Spotify and Google Play?

The following content will not be affected and can still be charged to your Optus mobile bill or deducted out of your Prepaid credit:

 

      • Netflix
      • Spotify
      • Google Play (Post-paid customers only)
      • Yes TV by Fetch
      • Optus Sports
      • One-time third party purchases (e.g. charity donations, TV voting and competitions)

Since some of my subscription content can no longer be charged to my Optus bill or deducted out of my Prepaid credit, can I pay for it in other ways?
 

Yes, each Third Party Content Provider provides a range of payment options for you to utilise, such as PayPal and credit card payment.

 

Will I still be able to enter competitions and have those charged to my Optus bill or deducted out of my Prepaid credit?

 

Yes you can. The changes we are making will not affect one-off Third Party Content purchases such as charity donations, TV voting and TV competitions for Optus mobile customers.

 

For information on how to check or manage Third Party Content, click here.

To chat to one of our Pre-paid mobile or Postpaid mobile agents please click here.

If you’re unable to contact us via Live Chat, head to our Contact Us page here where you’ll find alternative ways to get in touch with us.

Comments
Hannah-L
by Moderator Hannah-L
‎2018-01-17 05:42 PM

Hey @Collinsc, I'm sorry to hear you were having trouble contacting us via other methods. If you'd like to send me a PM with your full name, DOB and mobile number we can take a look into this for you.

Narada
by New Member Narada
‎2018-01-18 07:06 PM

Thanks Optus, otherwise I have to change to other party it was very scared when someone taking your account without approval.,so move on to protect your customers 

JS56
by New Member JS56
‎2018-02-16 10:26 AM
I have been waiting for three months for money taken from my account to be returned, and despite many promises from Optus officers no money have ever been credited to my account. The companies MIA and mymobile.live simply refuse to enter into any conversation and Optus will not help resolve the issue. We did not at any time subscribe to these services and the third party companies say they have no record of how they got our details and what services the they offers. Help Optus. Why can't you just resolve this matter for me, its only $60.
KlemzigPaul
by New Contributor KlemzigPaul
‎2018-03-08 10:08 PM

Hello, i received this message yesterday “FreeMsg: Smartmag costs $15.00 for 1000 mobile content items. HELP:1800793904 aulp.smartmag.mobi/302-2/lpmf.ashx” from this number +1 (978) 999-9. i was on facebook reading an article when i received this. I replied STOP straight away, but today have noticed $15.50 has been added to my post paid account. I thought Optus had stopped this from happening as Telstra has. 

Dan_C
by Moderator Dan_C
‎2018-03-09 09:50 PM

 

@KlemzigPaul,

 

Thanks for reaching out.

 

I've copied a response I'd posted from a similar thread. Hopefully it's of some use to you. 

 

 Changes have been made in response to customer feedback. I'd suggest checking out the following threads. 

 

https://yescrowd.optus.com.au/t5/Blog/Changes-to-Third-Party-Content-Charges-for-Optus-Postpaid-and/...

 

https://yescrowd.optus.com.au/t5/Blog/Changes-to-Third-Party-Content-Charges-for-Home-Wireless/ba-p/...

 

 

For the moment, we'd suggest jumping onto live chat → www.optus.com.au/livechat/pmobiYou'd need to ask the consultant to action the following for you.

 

  • Ask that they set your Premium SMS spend limit to $0.00. This prevents any third party provider from charging your Optus account.
  • Ask that they raise a dispute with MIA Sphere Live. We're looking at a contact time-frame of 2-3 working days. Once the refund has been approved, it'll be credited back into your Optus account by the time your next invoice is due to come through.
  • We suggest paying the difference between your regular charge and premium content service charge. You will not be penalised whilst a dispute is in progress. 

If you need us to follow up on your refund, message us back here and we'll gladly help out.