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Changes to fixed customer service hours of operation

Online Community Manager
Online Community Manager
0 21 30.4K

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.

21 Comments
Contributor
Contributor

What a fantastic idea, reduce service hours in the week following the release of a new phone. 1 Million kudos to the genius who thought that one up.

New Contributor
New Contributor

Great NO Optus SERVICE until Monday!

Yes OPTAS why not Service customers 7days a week 

what a cheap idea !

Frequent Visitor
Frequent Visitor

Currently sitting on hold for 92mins and 04secs... to find out why i have been over charged. Setting an interesting benchmark that should only get worse once there is less chance to speak with someone.

Contributor
Contributor

eNuff and when you do get through they'll probably tell you "thats the job of xyz team, their hours are 9 till 5 M-F"

Contributor
Contributor

Changes to FIXED customer service sholdn't really impact new mobile phone releases now will they...

Moderator
Moderator

Hey GeoffreyL, sorry for any confusion ans WhoIsAtlas mentioned this isn't affecting our Mobile Customer Care team, their hours of operation are still: Mon - Fri: 8:00am- 7:00pm, Sat: 9:00am - 5:00pm & Sun: Closed. 

 

Happy to pass your feedback on ba120.

 

Sorry to hear that's been your experience eNuff 😞 You're most welcome to PM through your account details and we'd love to help you out with your account issue. 

Contributor
Contributor
I'm a little confused by this message from Optus (Online Community Manager) ..."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. " Let me see if I got that right, Optus will now provide less customer service so that it can improve Optus staff customer experience ? Or did the writer suggest that by cutting down on the service hours provided Optus will actually improve Optus customers experience in dealing with Optus ?
Moderator
Moderator

Hi @Harry123 - thanks for getting in touch with us. The full blog post is as follows:

 

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.

 

We can still be contacted online via Webchat, our forum and other social media outlets. 

New Contributor
New Contributor

I tried webchat from approx 9am today till approx 11am, 4 times with 4 persons to getthing no where. Every time, they told me to wait because they need to transfer the chat. After about 30mins, then the chat cut off, 4 times...

 

Facebook; sent message about buying new NBN on Thursday 9am, just got answer yesterday 1pm...

New Member
New Member

What does 'fixed customer service' mean in this context? Was the customer service 'broken'?

 

Please speak plain english, not Optus corporate jargon.

Valued Contributor
Valued Contributor

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

New Member
New Member

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?

New Contributor
New Contributor

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.

New Member
New Member

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

Occasional Visitor
Occasional Visitor

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

New Contributor
New Contributor

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

New Contributor
New Contributor

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.

Frequent Contributor
Frequent Contributor
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.
Occasional Contributor
Occasional Contributor

@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!

New Contributor
New Contributor

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.....  

 

 

New Member
New Member

Time to look for another provider.  Terrible customer service.