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Changes to fixed customer service hours of operation

by Online Community Manager ‎2017-04-05 09:56 AM
Posted by (Online Community Manager)
5th Apr 2017, 9:56am
Optus

As of 26 April 2017, we’re reducing the number of hours of operation for our Fixed customer service team so that we can improve our customer experience. From 26 April 2017, our Fixed customer service line will no longer be available on Saturdays so that we can allocate more staff during peak times on weekdays.

 

Of course, you can still contact us via Live Chat which is open from 10am-9pm on Saturdays and Sundays and 8am-11pm on weekdays. Or alternatively you can use our self-service channels, My Account and My Optus App for online help at any time. Technical support also remains available 24/7.

 

If you need to contact us, please head here.

Comments
Scott_M
by Moderator Scott_M
‎2017-04-29 12:57 PM

Apologies @dreamboat. "Fixed" as in fixed line telephony and broadband products like NBN, a distinction from Mobile products. 

dreamboat
by New Member dreamboat
‎2017-04-29 01:05 PM

Optus really needs to re-think it's communications stratergy. You talk to your customers with internal corporate language all the time. How am I supposed to know that Fixed means NBN and home phone?

Rosepleasure
by New Contributor Rosepleasure
‎2017-04-29 01:22 PM

So, mean that no one in NBN section work today, am I right?
Then, may be someone need to inform the webchat person that no one work in NBN and home phone sections so, they can inform customers and not keep them waiting, for the person like me that didn't have time to read all topics in this forum. Thank you.

Joshone
by New Member Joshone
‎2017-04-29 11:48 PM

Perfect, I work odd hours and only get home outside of these hours and on weekends. Broadband has been at dial-up speeds for days and now I have to wait two more days to get anything done. Awesome customer service... NOT

Bambi11
by Occasional Visitor Bambi11
‎2017-04-30 11:59 AM

NOT impressed and where is that online help bubble,,,slash services and increase prices and profits Man Frustrated

ba120
by Visitor ba120
‎2017-04-30 07:46 PM

After Reading the ACCC report for last year i can now understand why Optus has decided to decrease Customer contact from 7 days to 5 days on fixed line services and as i am a cable customer i will be looking around when my time comes,Smiley Indifferent

 

ACCC telecommunications reports, 2015–16

 

NBN rollout accelerates

“The pace of structural change in the fixed line sector accelerated during 2015–16 with significant progress in the rollout of the various components of the NBN. At 30 June 2016, 2 893 474 Australian premises were serviceable by the NBN, compared to 1 153 077 at the same time last year. Activated services also more than doubled over the period from 485 615 to 1 098 634.

1.2.3 Consumer experience in migrating to the NBN

“Key complaints about the NBN include faults (such as slow data speeds and drop outs) and issues with connections (such as delays and missed connection appointments).”

During the year the ACCC received 752 NBN related complaints, an increase of 145 per cent from the previous year.105”

NBN Co and Optus

“On 28 August 2015 the ACCC announced it would not oppose NBN Co’s proposed acquisition from Optus of parts (but not all) of the Optus HFC network.”

Optus would continue to progressively migrate its customers to the NBN, only use the NBN to provide fixed line services in relevant areas, and once the migration process was completed, decommission its entire HFC network.”

Straight from the horses Mouth

MukundGuruji
by New Contributor MukundGuruji
‎2017-05-03 03:00 PM

What an useless idea, similar to thier promise of fastest Australian network.... Lately optus network is really bad in all metro areas of Sydney. I have NBN and Mobile from Optus and both are worst. Calls dropping, data service on mobile is slow, NBN is slow as well. I am pretty sure that I am not going to sign up with optus again. They just want to increase their mobile plan price with every new mobile phone launch. Useless guys.

Anarkii
by Contributor Anarkii
‎2017-05-03 06:24 PM
I'd like to say that putting on less staff to talk to customers is a terrible business practice. What you (Optus) need to do is hire 2-3 people who are full-time Social media staff, that is, hire someone whos job it is to just reply to messages on Facebook and Twitter. And those staff should be Australian so they have half a clue on the current network and half a clue on tech solutions. A good 75% of posts of FB can be resolved in 1 or 2 posts.
sincere
by Occasional Contributor sincere
‎2017-05-04 10:28 AM

Optus wrote:

As of 26 April 2017, we’re reducing the number of hours of operation for our Fixed customer service team so that we can improve our customer experience. From 26 April 2017, our Fixed customer service line will no longer be available on Saturdays so that we can allocate more staff during peak times on weekdays.


Why does Optus insist on insulting its customers intelligence by making outrageous statements like this?

 

Optus - Do you honestly believe that we're so ignorant as to just swallow this type of absurd propaganda you're trying to shovel at us here?

 

Here's my translation of Optus' announcement.

 

As of 26 April 2017, we're reducing the number of hours of operation for our Fixed customer service team because we're too cheap to employ additional staff to handle the peak weekday time calls. Therefore, Fixed customer service line will not longer be available on Saturdays.

 

Just be honest Optus - it'll serve you far better in the long run.

 

Sheesh!

Lynchee
by New Member Lynchee
‎2017-05-04 07:00 PM

Ive been on hold for over an hour now..... still no luck... this is the 3rd time our of 3 attempts...

 

I have just singed up with Optus, Im thinking I will go back to my old providor.....