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Samsung Note7 Replacement Update

Optus
Online Community Manager
Online Community Manager
3 917 199K

Updated 23rd January 2017 - Samsung Press Conference

 

At 12pm (AEDT)  today Samsung held a press conference to discuss the findings of their investigation into the Note7 incidents. For further information from the press conference, please head here

 

Updated 1st December 2016 - Australian network discontinuation

 

From 15 December 2016, customers still using the Samsung Galaxy Note7 will no longer be able to connect to the Optus mobile network to make calls, use data or send SMS messages. Please note, customers will still be able to make calls to emergency services however. This move is part of Samsung’s ongoing safety measures to recover all affected Galaxy Note7 devices.

 

Along with Samsung Australia, we urge any Optus customer still using their Galaxy Note7 to back up their data, power down their device and return it to their place of purchase immediately.

 

Samsung have confirmed that customers who exchange their Note7 for either the Samsung Galaxy S7 or Galaxy S7 Edge on a new 24mth contract can receive $250 credit against their account up until 22 December 2016.

 

To read Samsung’s full statement on the Australian network discontinuation, click here.

 

Updated 3rd November 2016 – New Software Update

 

Samsung Australia has announced a new Software Update for all replacement Galaxy Note7 issued in Australia to be pushed out from Saturday 5th November. This software update will automatically download and install to all replacement Note 7 devices.

 

This software update will limit the battery to a maximum charge of 60%.

 

You can view Samsung’s full statement here.

 

Updated 19th October 2016 – Travelling with a Samsung Note7

 

Multiple airlines have now prohibited passengers from carrying Samsung Galaxy Note7 devices on-board international and domestic flights for both carry-on and checked baggage. You will not be permitted to take a Galaxy Note7 smartphone on any flight, even if it is switched off.

 

As per our previous update, if you have purchased a Samsung Galaxy Note7 (both original devices purchased before September 5 and new replacement devices), please visit your nearest Optus store to hand in your phone as soon as possible. Remember to back up it up, perform a factory reset and turn it off before returning it to us to discuss your options. To find your nearest Optus store, click.

 

We also have a number of Optus kiosks at the following Australian airports where you can hand your Samsung Galaxy Note7 in:

 

Location

Address

Yes Optus Brisbane Airport

Shop 2A.32

Level 2 International Terminal Building

Brisbane Airport

4008

Yes Optus Melbourne Airport

Arrivals Terminal

Melbourne International Airport

Tullamarine

3043

Yes Optus Perth International Airport

T1 Perth Airport, Ground Floor, Arrivals Hall

245 Airport Drive

Perth Airport

6105

Yes Optus Sydney International Airport

1-2243 International Terminal

Arrivals Hall

Mascot

2020

Yes Optus International Airport Kiosk

B43 T1 International Terminal

Sydney International Airport

Mascot

2020

 

If you are an Australian customer who is already overseas, please click here to read advice from Samsung on how to proceed.

 

Updated 14th October 2016 – Information about the Samsung credit


Please be advised that the VISA gift card Samsung is offering is only available to its customers who purchased a Note7 outright, directly from the Samsung Online store. This offer is not available to Optus Note7 customers on contract. Customers need to go directly to Samsung for this VISA gift card offer.

 

Updated 12th October 2016 – Samsung extend voluntary recall to all Galaxy Note7 smartphones

 

Samsung Electronics Australia has announced it is taking the proactive and voluntary step to extend its current recall to all Galaxy Note7 smartphones in Australia, including those that were provided a replacement Galaxy Note7 smartphone. Customers who purchased a Galaxy Note7 (both original devices purchased before 5 September 2016 and new replacement devices) should back up their phone, perform a factory reset, power down their device and return to your nearest Optus store to discuss your options.

 

Customers are entitled to a refund of handset charges and can recontract to another handset on a new plan or cancel their contract, all without incurring cancellation fees. Customers who choose to recontract to a Galaxy S7 or Galaxy S7 Edge on a new 24mth contract will receive a total of $250 credit against their plan.

 

When returning the Galaxy Note7 device, customers do not need to return any of the original packaging or accessories, and the device can be in any condition.

 

To find your nearest store click here

917 Comments
Nikonko13
New Contributor
New Contributor

I got Bill $529 it's ridiculous. and I didn't get any credit I really contract with s7 I will not pay for that amount for sure not happy

Nghi
RetiredModerator
RetiredModerator

That's not good to hear Nikonko13 😞 Have you already spoken with our Billing team on 133937 or live chat here about this? Are the extra charges related to the previous Note 7 contract? 

 

The $250 plan credit for re-contracting to an S7 or S7 edge should arrive by the 2nd/3rd bill after the change over. The discrepancy is to do with when the credit appears and billing cycles.

Nikonko13
New Contributor
New Contributor

@Nghi im chatting with them now still no answer but I will not pay that no money!! tooh much I have budget every month can't pay upfront and get credit back so really not happy at all

Nghi
RetiredModerator
RetiredModerator

I can certainly understand that @Nikonko13. Any charges relating to the old Note 7 contract should have been waived and you don't need to pay them. An error must have been done during the re-contract and when you handed in the affected phone. You'll still need to pay for your new plan and new phone payments though. Let us know how you go. 

Nikonko13
New Contributor
New Contributor

@Nghi I will let u know. just few seconds optus rang me to asked about my note7. yes I know u have to pay for new plan of course. thank you so much

Andrew21
Member
Member

@Shae i cancelled my number and plan completely however the optus account is still open as i have other devices on it as well. 

Nghi
RetiredModerator
RetiredModerator

Thanks for the update Nikonko13. Hope it gets sorted out quickly.

 

@Andrew21 Can you private message me your full name, DOB and Optus mobile number? We can take a look at your account and see what's gone on there. To send a private message, just click on a moderator's name to bring up their profile. If you're logged into Yes Crowd then there should be a button labelled "Send private message"

Kristi23
New Contributor
New Contributor

I have received my latest bill and have been credited hanset fees and also $100 of the expected $250 credit... why have i only received a part credit? 

Nghi
RetiredModerator
RetiredModerator

@Kristi23 How was the $100 labelled in the bill? Is it showing up as a promo credit or is it a credit to cover something else?

Kristi23
New Contributor
New Contributor
Kristi23
New Contributor
New Contributor

@Nghi all credits are labeled handset repayment charges CR

Sam_D
Valued Contributor
Valued Contributor

Thanks for pointing that out @Kristi23 - I've raised this with our Marketing team. Reference number is 75257 🙂 

Lucy81
Member
Member

I have not received any handset credits.  I also paid a full month when I first got the phone,  even though I only had it for 13 days. I was told by optus that this was pro rate?  And I would get the last month cheaper.  But I have not been credited back this amount either.  Plus I also have not received the $20 per month discount that the guy at the optus store said I would get for having broadband plus I signed up to a new contract.  My bills are an absolute mess.  Can someone help please? 

Dan_C
Online Community Manager
Online Community Manager

Hi @Lucy81, I'm more than happy to help out with this one. Can I first confirm that your Note 7 was handed back into an Optus store. If so, they'd of been required to submit a form from their end to ensure our admin team credits the account accordingly. Are you able to send us through a private message. You'd just need to click on my profile name, we'd need your full name, DOB and mobile number. We'll try and over some guidance here. 

Nikonko13
New Contributor
New Contributor

I still not hear any thing back from optus I already hand out note 7 since 13 Oct. I will not pay Bill until I got right amount. and the credit $250 it should be for rewards becoz the customer should get something for recall and i should not pay for note 7 handset installment at all.look like the customer getting rip off by optus. really not happy at all. it's not Customer faults.

Gianni
Occasional Visitor
Occasional Visitor

Im using the note 7 for business because I need the functionality and security from the iris cam. The 60% battery update is unacceptabe. I even had to use the S7 edge while the replacement Note 7 came out (both my note 7s were fine by the way) and so I know for a fact the S7 edge is garbage compared to the note. Samsung and Optus will have to pry this phone from my cold dead hands if they want this model back.

 

Or alternatively they should get samsung to bring that deal that the Koreans are getting which allows them to upgrade to the Note 8 on release for 50% off. The amount of lost revenue thanks to this catastrophe is horrendous. Any news of Australian class action lawsuits like the UD and Korea?

Guy
RetiredModerator
RetiredModerator

Hi Gianni. The 60% battery restriction was performed by Samsung themselves and isn't something we have control over. If the Iris scanner is a feature that you need specifically, we currently offer the Microsoft Lumia 950 and 950XL which both have Iris scanners. 

nigelw
New Contributor
New Contributor

I think theres a mistake with my account, re note 7. i have this as amount owing this month,

Total amount due (including GST)

$ 449.33

nigelw
New Contributor
New Contributor

07 Nov to 06 Dec Handset Payout Instalment $326.66 07 Nov to 06 Dec Samsg GS7 Edge SL (23 remain) $46.36 07 Nov to 06 Dec Acc MOB Bdl - $120 (23 remain) $4.55 Less Handset Credit $28.18CR   SUB-TOTAL $349.39 TOTAL FOR THIS MOBILE NUMBER (excluding GST) $408.48

Jax_K
Valued Contributor
Valued Contributor

Hey @nigelw, I can see you've PM'd us in the past. We'll chat there about your account. 

smorgiie
Member
Member

Hi, I handed back my note 7 over a month ago, when will I get my $250 credit and will I get the handset fees I paid on the note 7 back?

Danzemon
New Contributor
New Contributor

@smorgiie I've asked the same thing via facebook and I was told that it comes on the 2nd bill after recontracting.

Mike-N
RetiredModerator
RetiredModerator

Hi @smorgiie 🙂 Danzemon is spot on. The additional $250 credit will be applied within 2 billing cycles from when you re-contracted. If you send us a private message with your account details we can check to see when you should be getting the handset fees credited. 

Dc20011
Member
Member

I handed back my note 7 and recontracted over a month ago.  Last month and this month I have $326.66 handset payout on my bills.

I just want to know how many handset payouts there will be and when will it be credited?

Mike-N
RetiredModerator
RetiredModerator

Hey @Dc20011. Could you please PM us with your phone number, full name and date of birth? I believe these should have already been credited for you. 

 

 

smorgiie
Member
Member

Great 🙂 
Also what do I do when my S7E gets really hot and drains the battery very quiclky, despite no applications being open, and phone locked.

Danzemon
New Contributor
New Contributor

@smorgiie My S7E does indeed get hotter during the summer if I got tons of apps running in the background (it's noticable because even though they won't show on the running apps screen where you can hit close all). I got this really useful app called 360 Security (Free app on google play) and I've been using it a lot as it helps keeps my phone cool and clears up any junk/cache rubbish on my phone. Maybe this could also help keep your S7E cool. Otherwise it might be wise to get the phone checked out

Marcel
RetiredModerator
RetiredModerator

Hey smorgiie, you can certainly get the phone assessed by taking it into one of our stores. 

markgt62
Member
Member

I have note 7 bought outright from optus by a work friend who left the country. What is optus policy in refunding its phone?.

 

Samsung makes too hard to use the phone with 60% charge only and not allowed on flights !. I am still using it and going to blame optus/samsung if anything happens 🙂

Thane
RetiredModerator
RetiredModerator

Hi markgt62,

 

If the handset has been bought outright, it's still part of the mandatory product recall. You'll need to visit your nearest Optus store with the handset asap.

markgt62
Member
Member

Thanks thane for the quick response. Will that be ok without receipts?.

Thane
RetiredModerator
RetiredModerator

A proof of purchase will be required.

 

Can the original purchaser send your the purchase info?

markgt62
Member
Member

no, i am not able to reach out him since the official 2nd recall announced.

Thane
RetiredModerator
RetiredModerator

You may be best getting in touch with Samsung directly to discuss what options are available given your circumstance.

markgt62
Member
Member

they are saying contact the seller/place of purchase which is optus !!!

Thane
RetiredModerator
RetiredModerator

As you are not the original purchaser and do not have the purchase documentation, you'd need to get in touch with the person who purchased the handset for the documentation required.

 

Optus had no part in the transaction between you and the purchaser regarding this handset.

markgt62
Member
Member

I would have agreed this, Thane, for any warranty claims, but here the scenario is different.

 

Official recall is happening with potential safety risk, so it is not fair for optus to state the obvious and trying to escape because i dont own the receipts or not the purchaser.

 

 

Scott_M
Valued Contributor
Valued Contributor

@markgt62 are you able to Private Message through the IMEI of the device you have please? 

markgt62
Member
Member

Hi @Scott_M, thanks for the message, will PM you now.

IBS
Contributor
Contributor

Amount Due
$ 576 55

Optus are demanding payment via multiple phonecalls and sms messages.

They say no return has been processed by the store

The store says payment isnt required and they have processed the return.

Returned note 7 2 months or so ago. Upgraded to an S7.

Someone please fix this?

Casey_
Moderator
Moderator

Hey IBS, can you please PM us your account details and DOB for privacy so we can take a look?

Filiph
Frequent Visitor
Frequent Visitor

 It's really frustrating when you don't get whatever you expected. Unfortunately I was note 7 owner in a contract with optus. For recall two times I have to returned it. On 15th October, 2016 I returned my 2nd time Note 7 to Brimbank Shopping Center, Neale Road Optus Store & on that day I newly contracted with Samsung Galaxy s7 edge. As for note 7 customer I was offered $250 in my next bill & the handsets repayment I paid in Note7 bill. But still I didn't get it yet. I did tried to fix it with live chat service but he/she said they can't fix it as they have limited access. I don't know what to do now. Can anyone help me with that?

Danzemon
New Contributor
New Contributor

Filiph I was told i'd get it applied to my 2nd bill but I haven't so I have to make 2 payment instalments as I can't get it paid off in one payweek. Need 2 to be able to bring it back to 0 as I went over my limit by 13GB due to the ADSL2 home net (also with optus in dads name) being slow during peak hours

Serena
RetiredModerator
RetiredModerator

Oh my @Filiph, really sorry to hear you got the recall twice 😞 I hope you're liking the S7 edge though, I hear the camera is awesome. The credits should be automatically applied in two billing cycles. By the sounds of it though, two cycles haven't passed yet?

 

@Danzemon Is this about the same number we've PM'd about before? If so, happy to check out the status of the credit 🙂

Danzemon
New Contributor
New Contributor

Yes it is Serena, I am currently in my 3rd cycle right now and it would be greatly appreciated as I got a personal loan i got to repay back to my dad as well

Serena
RetiredModerator
RetiredModerator

Sure thing @Danzemon, leave it with me. I'l send you a PM once it's done, have an awesome night! - Serena 

Eldeeff
Member
Member

Hey guys I was billed way more than I was supposed to. I returned my SECOND Note 7 and went onto a just sim plan. I tried to resolve through live chat but was told to just not pay the excess. Can I message someone? The previous moderator was last here weeks ago.

AlexRH
RetiredModerator
RetiredModerator

@Eldeeff oh no! Sorry to hear that you've had such a hassle with your bill 😞 If you can PM one of us with your mobile number, full name and DOB we can definitely check it out for you! 

emm23a
New Contributor
New Contributor

I have just received my second bill since recontracting after the Note 7 and my $250 credit has still not been applied. How do I get this fixed?

Hollie
RetiredModerator
RetiredModerator

Hey Emma! Just had a look at this for you, I'll PM you just so it's a bit more private 🙂 

Junine
New Contributor
New Contributor

@Hollie i received my 2nd bill too but the promised 250 credit wasn't included.

Any update about this for us to know? 

Hollie
RetiredModerator
RetiredModerator

Hey @Junine - I'll just have a look at your account if you can PM me through your full name, DOB and mobile number and I'll send through an update via PM. I know they are getting through the credits but it's just taking a little longer than expected. Apologise for the delays though.

umBERK
Frequent Visitor
Frequent Visitor

 I just recieved my bill, $436 .. Im meant to be in credit not owe a ridiculous amount! I just spoke with 2 different people on chat being transferred between them, not one person could help, tried to get a callback sorted but apparently i now need to call to fix up my account? Its outside my work hours and nobody will be working! Can you get this sorted out? Its becoming ridiculous and im not sure why theres live chat if i cant get it resolved there as im working during the hours i have no option but to chat, I am sure you guys can figure it out for me but its just such a pain.

Hollie
RetiredModerator
RetiredModerator

Heya @umBERK - Apologies for the troubles with this 😞 More than happy to check this out and get it sorted if you can PM me your full name, DOB and the mobile number this is regarding for ID purposes. 

umBERK
Frequent Visitor
Frequent Visitor

 Sent Hollie, Thanks

Owen360
Occasional Visitor
Occasional Visitor

I have also just recieved my second bill with no credit and am getting the run around trying to have it applied! Can you please look into this for me?

 

Someone also needs to train your chat team on this who clearly have no idea what they are talking about with regards to these credits. I have been given different incorrect answers and no solution to my issue on multiple occassions now and am getting increasingly frustrated with how this whole Note 7 situation has been delt with.

Hollie
RetiredModerator
RetiredModerator

Hey @Owen360 - we've definitely passed your feedback on in regards to the experience over chat and if you can PM me through your full name, DOB and the mobile number I'll follow up the credits for you.

Frocker
New Contributor
New Contributor

Hi 

I am awaiting a credit to be paid out as i am no longer with optus 

I was advised 7-10 days 

It has been a few weeks now ... could someone please follow up for me ..

Thanks 

Fyi i have spoken with mods a few times before so not sure if you need my details again? 

Thanks 

Hollie
RetiredModerator
RetiredModerator

Hey @Frocker - do you mind sending them through to me again just so I make sure I have the correct info? Cheers

Hollie
RetiredModerator
RetiredModerator

Hey All! Just an update, thanks for sending your details through - I have collated your information and sent them through to my escalation point in our billing and credits team, we definitely haven't forgotten about you and as soon as I have an update I'll touch base with you all individually but it may take a few more days. Appreciate your patience with this.

Mazpi
New Contributor
New Contributor

Hi, I cancelled my note 7 contract last month(3weeks ago) and switch to pre-paid.. I was advised in the chat that no refund for me as the refund is just for recontracting customer..! is it right!? my understanding from the note 7 recall Optus statement is different.. can somebody could clarify that for me...(To be honest i didnt go through previous posts if already discussed..!)

 

thanks YOU.

Dan_C
Online Community Manager
Online Community Manager

Hey @Mazpi, if you'd originally signed onto for a note 7 but had handed it in back to your local Optus store then there should be no charges on the account. It sounds like they've already done a contract reversal for you. Has there been an invoice generated as of yet? 

Mazpi
New Contributor
New Contributor

Thanks @Dan_C..No invoise generated since I camceled my contract.

Note that my last bill (that I paid) covers to 29 Nov  and I canceled my note 7 contract on 7th Nov..

I think at least I need to get credit for the period of 7th to 29th Nov.  

Dan_C
Online Community Manager
Online Community Manager

Hmm, are you able to send us through a private message? You'd just need to click on my profile and hit message. I'm happy to take a further look for you and see if the charges add up. 

Nax998
New Contributor
New Contributor

Hey Optus team.  I signed a contract where you were going to provide me a phone service with my note 7 for 2 years.  While this has been a debacle, I'm still quite happy with my note 7 and would like to continue to use it until you give me a suitable option (a new contract with an old phone is not suitable).

I just received a notification from Samsung stating you were going to breach contact by blocking my phone from your network.

I really hope this is incorrect and that you reply quickly, as I intend on contacting the ombudsmen tomorrow if you haven't offered a suitable solution.

As I have a contract, I expect my service will not be affected as Samsung have suggested.

 

iOnicAU
Member
Member
Lol optus. Sells you a phone, continues to receive payment for that phone. 3 months in, Advises that they will no longer provide the service that they insisted you sign up to a 24 month contract for. Still intends to continue receiving payment for the phone as well as the service while providing neither. A retarded law student could clear this one up pretty quickly lol.
Nax998
New Contributor
New Contributor

@Optus since you still haven't replied, I was just looking through your consumer terms and cannot find where you have any right to tell me what handset I can or can't use.  I haven't breached any terms set out under section 12, subsection 1 (page 19), so suspending my service also isn't an option.

If there is something I have missed, feel free to reply, otherwise please make sure not to block my phone.

Shae
Trusted Contributor
Trusted Contributor

Sorry to say iOnicAU & Nax998, but this is part of a Samsung's effort to ensure consumer safety with any faulty devices. I'm really sorry to hear that you'd like to keep the device and that is no longer going to be possible after 15/12/16, however there aren't any plans to keep devices online after this date so it may be a good idea to look at some alternative options so you're not left high and dry once the devices are blocked. In case you hadn't read the release from Samsung, you can read that here.

Nax998
New Contributor
New Contributor

I have most definitely read the Samsung release, I also don't care.  You still didn't provide an answer as to what right you have to breach the contract.  I'll obviously need to speak to the ombudsmen to sort this out, unless you can provide me with an acceptable solution.

Shae
Trusted Contributor
Trusted Contributor

We've provided every solution that we're able to Nax998. We've offered to release you from the contract or to assist in getting a different handset in the wake of the announcement. You are within your rights to speak with the TIO to clarify what they would expect us to do in this situation, however there still wouldn't be an option to keep the phone IMEI unblocked after the date that has been mentioned. The real question will be what you would like to do once the IMEI is blocked, as this is something that is going to happen. This information has been passed on from Samsung to providers and all relevant parties, it's not a choice that Optus is making; we're here to help you with what comes after the IMEI is blocked.

Nax998
New Contributor
New Contributor

So your answer to my question of what right you have is "because Samsung said so."?

 

Didn't see that section in the consumer terms!

 

Answering your question, what can you do to help me, is offer me a solution that doesn't cause me to have to restart a new contract (I already have one of those) and replaces my phone with one of equal specifications.  The S7 edge does not stack up, I know, I used it during the first recall!

 

Perhaps a loan phone until the S8 is available...maybe a guarantee that I will be able to upgrade the S7 to the S8 when it's available, at no cost to me.

 

You state it's not a choice Optus is making.  Clearly that is not correct, as I seriously doubt Samsung can just force Optus to do their bidding.

 

Fact is, the consumer terms prevent you from suspending my account, nothing in there allows you to decide what handset I use.   

Shae
Trusted Contributor
Trusted Contributor

No-one is suspending the Optus account,  however the phone IMEI will be blocked as of the date advised.

Nax998
New Contributor
New Contributor

Ahhh, so you're happy to keep charging me for my account, I just can't use my handset.

 

Sounds legit!

 

You didn't answer to my suitable suggestions, so I guess the TIO is my next step. 

 

I'll be sure to keep all the other note 7 users updated so they don't get their phone blocked either.

peter88
Member
Member

I cancelled my Note 7 contract and returned to my phone to Optus over a month ago, and yet I receive a bill this month for over $1,000 for cancellation. Live chat couldn't help me - can someone please look into my account because I'm not paying the cancellation fee and waiting for a refund from Optus! 

Hollie
RetiredModerator
RetiredModerator

Hey @peter88 - we'll definitely get that refund sorted for you as soon as possible, are you able to PM me through your full name, DOB and the mobile number? I'll chase this up with our credits team and touch base with you later on today.

iOnicAU
Member
Member
@Optus. Hypothetically speaking, when Samsung releases the next Note device, can I swap from my note7 to that device for $99 as per usual when that time comes? Happy to stay on my current plan and use one of my old phones while my Note7 sits in a bomb proof facility that I will design specifically for this purpose. I don't want an S7 (or any other phone) and I don't want a new contract that will end up costing me early termination fees when the next device is announced as well as the headache that everyone who HAS handed in their phones is going through at the moment lol. So can I keep my IMEI blocked, 60% max battery phone while I wait?
Hollie
RetiredModerator
RetiredModerator

Heya @iOnicAU - so the $99 upgrade deal is only when you have a phone that is fit for purpose to trade in, as the Note 7 has been recalled as it is not fit for use, this wouldn't be an option. Your best option would be to hand your phone in at your local Optus store, cancel the contract and go on a month to month SIM only plan so when the new phone comes out you'll be able to re-contract with that phone.

iOnicAU
Member
Member

Can I still cancel my contract and go to a Month to month sim only plan if I lost my Note7?

Impreza
Visitor
Visitor

can i still stay on my current contract if i lost my note7?? The sim is not getting blocked by optus right??

ness2304
Frequent Visitor
Frequent Visitor

 I have been charged two instalments now for my Note 7 that I returned nearly two months ago and can't get any resolution from the Optus Live Chat after contacting them 5 times now.  Keep being told that a credit is pending. Now I am receiving messages that my service will be suspended if I don't pay.  I have done everything that has been asked and still not sorted. Not good enough Optus.  

umBERK
Frequent Visitor
Frequent Visitor

@Hollie they re edited my last bill, and somehow i still owe $182 even though i have $250 credit onto my account, and i returned my handset? I cant even download the bill to see why theyre still charging me $182 it doesnt make sense.

Lucy81
Member
Member

When I took my note 7 in and changed plans I was told I would receive $20 a month off for bundling with my broadband.  I didn't get the discount last month and was told I would get it credited this month.  I just got my second bill and install am not getting the bundle discount as promised. 

JAnon1
New Contributor
New Contributor

Hi,

i've just been charged $1000 for canceling the Note 7. Can you please get back to me asap? 

This is getting really ridiculous.

Funsky
Occasional Contributor
Occasional Contributor

So after the sms msg about blockrd imei, i traded in my disabled beloved note 7 after Matt from Optus Eastland confirmed:

1. $250 credit

2. Refund of handsets paid to date

3. $65 7GB deal on S7 handset

4. Offset of ~$950 "cancellation fee" which I confirmed I wouldnt have to actually pay.

 

He even said theres a team assigned to fixing all this post-hand-in woes. 

 

Im hoping that its not just another trick to kick the can down the road! I dont know why im still with Optus and giving them a 2nd chance and benefit of doubt, im yet to get my free 256GB free memory card.

 

JAnon1
New Contributor
New Contributor

@Lucy81 Same here. i was told i'll be getting the $20 bundle but its not in the last couple of bills. Instead, i've got $1000 charge for cancelling my Note 7.

Toomey
RetiredModerator
RetiredModerator

Hey guys, any issues or concerns with the Note 7 recall, please send me a DM with your phone number, full name and DOB. I'll make sure that everything has been processed correctly. 

Junine
New Contributor
New Contributor

@Toomey am still waiting for @Holly_A

Toomey
RetiredModerator
RetiredModerator

Hey @Junine, I'll follow up for you now.

Junine
New Contributor
New Contributor

@Toomey until now my current bill was not changed yet. i supposed to received a 250 credit on my 2nd bill as promised.

 

I've already sent a pm to @ hollie last nov. 27 and got a response from her.

 

I just wanna know how long is the process to change my current bill? i know its from billing and mktg team job, you might have a rough estimate 🙂

 

Fyi. my payment is in auto debit mode which will due on dec 13 that is 1 week from now.

 

 

 

 

Toomey
RetiredModerator
RetiredModerator

I'm doing some reporting for the guys handling the recall so they've asked me to approach them directly with any on-going issues. 

 

Unsure when the credit would hit your account at the moment, but I hope to get an answer for you this afternoon.

 

I've got the PM with Hollie and have just sent your details to the guys for an update.

Scottie_0023
Occasional Visitor
Occasional Visitor

Spoke to the helpdesk today and they are absolutely useless.  What I want to know is:

 

Why is Optus allowed to breach our contract by restricting access to their network from my Note 7.  Saying because Samsung said so isn't an appropriate answer.  You are breaching the contract, so I expect to be redressed appropriately.

 

Should I be disconnected from the 15th of December as planned, will they discontinue deducting the previouslsy agreed amount from my bank account and billing me? 

 

I  have my phone bundled with my home internet.  Will I lose my discount if I am forced to move to a company that will offer me a phone that is sutiable to my needs, as opposed to the out of date phone being offered by Optus.

 

HelenBui
Member
Member

I have just received my second bill since recontracting after the Note 7 and my $250 credit has still not been applied. How do I get this fixed?

Jax_K
Valued Contributor
Valued Contributor

Hey @HelenBui, can you please send through a PM with your full name, account number and date of birth so we can follow this up for you? Thank you.

Fuseion
Occasional Contributor
Occasional Contributor

@Optus I just went in store and handed back my Note 7 ( because I forced to with the latest patch ) ( No return receipt was offered i might add ) with the intention of going to the $ 45.00 sim only plan but was told i couldnt because its online only. Has Optus not had enough of stuffing around your customers ????  

So ive come back to the office to try to sign up for a Sim only plan ( I know im a sucker for punishment ) but online chat is offline...

The S7 plans are not worth looking into because the S8 will be out in March,

Id appreciated some assistace greatly.

Jax_K
Valued Contributor
Valued Contributor

Hey @Scottie_0023,

 

1/Optus is restricting access to its network for Samsung Note7 devices due to safety concerns about the use of this device, following Samsung’s product recall. We note that multiple airlines have also banned the carriage and use of Note7 devices on board flights (both domestic and international).

 

Optus is permitted under its customer agreements to suspend or cancel a service in the event of an emergency. Optus is also able to suspend or cancel a service if a customer fails to comply with reasonable directions from Optus.

 

Optus has on a number of occasions communicated with Optus customers who purchased the Note7 device about the safety concerns and provided instructions on how to return the Note7 device. The product safety pages of the ACCC website also provides further details about the safety issues.

 

2/ Billing for your service once disconnected will discontinue. You also have the option of cancelling your direct debit ahead of time if you prefer to pay the last invoice manually. Let me know if you need a hand with this.

 

3/ If you no longer have an eligible service with Optus, any bundling discounts will cease.

Jax_K
Valued Contributor
Valued Contributor

@Fuseion, please send through a PM with your full name, date of birth and account number and we'll take a look. 

cbourke
Frequent Visitor
Frequent Visitor

I handed in my Note 7 back in September, and switched to the S7 Edge plan with the $250 credit to be applied within 2 months. 

3 months later and I'm still having to pay the standard bills with no credit applied yet?

 

I have been asking Optus support but cannot get info yet... Can any mods on here help to look further?

Casey_
Moderator
Moderator

Hey cbourke, did you contract to the S7 instore, online or over the phone?

Funsky
Occasional Contributor
Occasional Contributor

So I've  got my Note 7 replacement, a dismal and pale comparison to the handset I surrendered, in the form of a s7E.

 

My question is - is there anything preventing me under the T&Cs from swapping out my sim using the old iphone 6 and selling this mercurial s7e unit on ebay? Im happy to continue paying for the plan and do not intendel to utilise the $99 upgrade option.

 

TIA.

 

 

Casey_
Moderator
Moderator

Hey Funksy, as long as you keep paying your bills there is nothing stopping you from selling the handset!