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Welcome to the new look My Account

Online Community Manager
Online Community Manager
6 34 14.5K

We care about your feedback. We’ve listened and we’re excited to introduce some new
features to My Account that will make it even easier for you to manage your services with us. Here’s what’s new:

Billing Improvements

It’s now easier to navigate to your billing and payment information with our new billing features:

. Bill Summary
   Get an overview of your bill at a glance.

.  Bill & Payment history
   Download up to 12 months of bills in one place.

.  Direct debit
   Pay your bill automatically with Direct Debit.

.  Go Paperless
   Save the environment and $2.20 per bill by
   switching to email billing

Payment details
   Save your frequently used bank cards and bank accounts.


You'll find the bill summary on the right of the dashboard, so you can always go straight to where you need to go, fast.

See your bill sumarry in My Account .png

    Switching accountsMy Account_Bill Sumarry.png

Now it’s really easy to switch accounts in My Account. Simply select the account number and all your Optus accounts will become visible.

Switch between your accounts in My Account.png

Quick links

 Need to track an order or check your OptusNet email? Get there fast with our quick links. 
 You’ll always find them at the bottom of the dashboard.

My Account quick links .png


What are you thoughts? Tell us in the comment sections below 🙂 

34 Comments
Trusted Contributor
Trusted Contributor

Why is it so hard for Optus to display accurate information?

In my Bill history I have one bill showing as being for $110, yet when I open the associated PDF is clearly shows that the bill is for $60. The only reason I knew that one was wrong straight off the bat is because I am in the middle of resolving disputed bills.

Also, when I go to my broadband plan details it show that my contract ended 2012, which is not correct as I am currently on a 24 months NBN contract. It does not show any details of my NBN service/contract.

 

New Member
New Member

I have been with Optus since inception....

I have always paid my account on time almost the day after receiving bill.... WHY WHY WHY do Optus deem it necessary to send me bill payment reminders on my mobile phone days before it is due....

I FIND THIS VERY VERY INSULTING.... change this situation now.... your most loyal clients are the ones paying not only their bills but your salaries!!!!

Stop sending me payment reminders when it has been paid ON TIME.... change your billing methods.

New Member
New Member

You have an updated billing site but you still can't get your billing correct.  I have a direct debit to a valid credit card you have used for 18 months, but suddenly you are sending me threatening email, sms and calls for non-payment.  When I finally get to speak to a PERSON, they agree the direct debit is in place and that the card works and tell me they have debited the card and the account is in order.  Then a week later I get an email saying you are about to cut me off for non-payment!! I'm ready to walk.

New Member
New Member

Optus is a joke, get a bill for $100 when on a $85 plan, no alerts that we are running out of data, can’t log into my account still. Have called and went into the store, no one seems to be able to help. Everyone keeps saying that I need to verify my email, but I’ve had this same email since being with Optus and when I go to do that, same stupid error.

Will definitely be changing to a different company

Occasional Visitor
Occasional Visitor

I`ve been with Optus for over 20 years pretty much since day 1 and HAD tv, internet, home phone and 3 mobiles with them. There is no reward for a loyal customer, when looking to NBN I got a better deal with another provider after being told by Optus that they can`t match the deal. I was without services for 6 days and after being on hold for approximately 20 hours over a course of many days and many promises that it would be fixed it still took another 3 days to get sorted. Couldn`t log in to the app or website for 2 months after being told the email address was wrong, they send my bills to that email address. Now I`ve spoken with 6 people trying to return their Foxtel boxes after being sent the wrong size bags twice and that seems to hard for them.

It seems to me they only care about getting new customers

Occasional Visitor
Occasional Visitor

I cannot find my prepaid mobile balance displayed anywhere on the new "My Account" page, and when I eventually find a link which says "click here for prepaid balance" it just takes me back to the same page, very, very, annoying.

Moderator
Moderator

Sorry if you feel that way, @Jesus777. We normally send payment reminders once the bill is overdue in order to avoid any restrictions or late fees on the account. Even if you have a payment extension or arrangement the reminders will come through. 


We don`t have access to customers account on this public forum. Would recommend to double check with our billing team either via the → messaging service or by calling them on  133937- Mon - Fri 8am - 8pm AEST.

Moderator
Moderator

Sorry to hear about your billing issue, @danryan. Can you double check that the account number that is up to date and the account number mentioned in the email matches? Could be for a different account you have with us? We don`t have access to customer`s account details on this public forum. You are best to speak with our Billing team either via the messaging service or if you have a social media account, please then send a PM to Optus on Facebook or a DM on Twitter  with the details for further assistance in this regards.

Moderator
Moderator

Hi @Jessica-1996, apologies in regards to your billing / My Account issue. It sounds like your account is not linked / setup correctly for online My Account which is why it is not working. Stores can`t assist customers with billing inquiries. If you have a social media account then please send a PM to Optus on Facebook or a DM on Twitter  with the details for further assistance mentioning you’re unable to use the My Optus app / My Account online. They can look into the bill for you as well.

New Member
New Member

As with the new look My Account, well it doesn't work for my mobile internet, it says I don't exist, works just as good as road kill,,, it's crap,,, it's useless.

Haven't been able to view my usage for a number of days.

And as I have something to say your Webmail is and always has been slow about time it was updated, also the spam detection only sometimes work.

Seriously thinking of moving on...

   

New Contributor
New Contributor

why keep changing the account home page, as soon as we get use to it, you guys change it, stop it, you soon going to start loosing us that has been with you since day one.

New Contributor
New Contributor

Still the My Accounts page is useless.  I have lost count of the amount of "upgrades" there have been and still can't get it right.  It constantly sits there with the little bars going up and down.  That is worse than the hourglass.  Now when i want to switch between my mobile and my internet account it processes and processes and then I finally get there it says no service is connected to this account, so push F5 to refresh and what do you know there are my services.  Then I go to click on Billing to get all my bills for my internet account, it goes back to the mobile account and then says Permission denied you do not have access.  Great, if you actually changed to the correct account which I'm on, you will see I'm the ONLY account holder so very hard to have no permission on my own account.  I have been with Optus for years and seriously weighing up the hassle of changing email address to putting up with Optus's useless account page.  Not all of us are looking at these pages on our Mobile.  there are still these things called Desktops. 

Occasional Visitor
Occasional Visitor

An update to my issue with trying return Foxtel boxes. Lucky me got to speak to a further 4 people before supposedly arriving with the right department only to be told they apparently do not care whether you return your Optus Foxtel boxes. I was told this about 30 seconds after being told if I don`t return them I receive a bill for them. As per usual the left hand has no idea of what the right hand is doing. I cannot wait till my mobile is out of contract so I can finally be done with Optus altogether 

New Member
New Member

Why would you have nicknames for accounts but then hide those from the main screen? Absolutely idiotic.

Then when you try to recharge from your account screen it opens a new window with no details entered. If you try and copy and paste the phone number from the other screen the spaces in the format mean it doesn't work. It's an absolute rookie mistake. 

New Member
New Member

I don't know how Optus staff sleep at night.  They are totally useless and give out totally useless information.  They NEVER call back when they say they will.  They contact you with "noreply" text messages and "noreply" email addresses.  How does a teleCOMMUNICATIONS company get it SO WRONG?  It's not rocket science to communicate.  LET people reply to texts and LET people reply to emails.  If this means they can deal with one person to get their issues resolved then isn't that a GOOD thing?  I've had an ongoing problem spanning several years, I've rang Optus 4-5 times, webchatted a few times, and got NOWHERE.  I am absolutely FED UP with you people.  You make me SO ANGRY that the other day I wanted to drive my car into a brick wall after webchatting for an hour and getting nowhere, then being cut off.  It took me 24 hours to calm down.  You really have NO IDEA what you do to people.  I've read, and can completely understand, how you almost drive people to suicide.  I HATE Optus.  Always have.  Always will.

Occasional Visitor
Occasional Visitor

I have spent over an hour [my second attempt] to ask for my Mobile Account and my Broadband Account to be available on the same page , rather than have to log in to two separate accounts.

Using the Type a Message service was USELESS. At the end of twenty minutes, after two operators, it defaulted to asking the same questions, as at the beginning.

I was refused a merger of my two accounts , even though my details were the same on each account , and Optus had my name address, e-mail, mobile number, landline and DOB. They asked for my Driver's licence number!

So much for Hi Tech!

Fixing problems with Optus is too much trouble!

 

 

 

Regular Contributor
Regular Contributor

@ritelineI have been asking for more than a year and they always tell me that they are working on it, so don't bother, they will just lie to you and waste your time.

Moderator
Moderator

Hey @riteline


Not good to hear that you're having trouble consolidating your accounts. If you send our social media team a message on Facebook or Twitter, they'll be able to take a look into this and assist however possible.

New Member
New Member

The most important feature to me is the Usage Meter (to keep check on monthly bandwidth usage). Prior to the recent changes towards the "new look" account, it was working fine. Now, nothing - this is very inconvenient. Did it now incorporate Adobe Flash Player, where previously it was not necessary (That would be a dumb move)? I use NoScript, and I trust the Optus site. Even enabling the right scripts is a trial-and-error exercise, but it's safer than letting some of the third-parties that do nothing for me have access to my browsing information.

And, why did browser support for Internet Explorer 11 had to be dropped? Sooner or later, a TLS v1.3 update support may emerge. But until then, using ONLY TLS v1.2 was acceptable, and I could see the Usage Meter everytime. I can use Firefox for browsing too, except the Usage Meter is not usually visible. Microsoft Edge is horsedump.

Kindly sort your browser scripting issues to reinstate the Usage Meter, and call off the worthless, intrusive third-party services from Google, AmazonAWS, etc.

New Member
New Member

Hey Optus

At last you seem to be taking steps to improve your customer interface.......

Congratulations..... happy customers... happy business 😊

Occasional Contributor
Occasional Contributor

absolutely useless . I just log in My account new PAY NOW button doesn't work if you have 2 accounts. it keeps going back to the 1st one. and I cannot pay the 2nd account bill. click on the messager at the bottom screen they were also useless after spending long time typing backward and forward. 

can some one please whoever design the new dashboard make sure they work properly. I've been using the My Account log in for a long time use to be able to see everything (e.g. usage) and pay my bills now the 2nd account doesn't seem to work at all!

 

Moderator
Moderator

Hi @Thrasha_2K, the usage meter should still work with the new My Account update. Have you tried a different browser instead like Chrome? If it is a mobile service then does the same error replicate on the Optus app as well? Please refer to our My Account troubleshooting page for more info. 


We don`t have access to customer`s account on this public forum. If the issue continues then please raise it with our Support team either via the → messaging service or by calling them on  133937 - Mon - Fri 8am - 8pm AEST. to assist you further.

Occasional Contributor
Occasional Contributor

listen ... i have been using "My Account" for quite a long time. until someone went and change the Dashboard design and now nothing work the same as before.

listen ... the PAY NOW button doesn't work it keep divert back to the 1st account instead of the account i selected to pay, which has different amount and different due day .

at this stage i cannot get into the payment screen to pay my 2nd account choice which showing the summary due tomorrow.

so fix it don't charge me a late fee where the My Account Pay Now portal DOESN"T WORK!

 

Occasional Contributor
Occasional Contributor

i have called and used the Messaging serve which has wasted so much of my time. 

I experienced both just go from one person from one department to another, so useless.  i waited on the phone eventually someone came and he cannot help me either,and ask to transfer to another department what a waste of my time.

what sort of customer services you guys provide... why ask me to call you maybe it is about time you should call me back to fix this problem.

 

 

 

Contributor
Contributor

The current account balance is NOT correct. It does not include credits from Optus that are applied to your account and the credit does not show up until the next bill, if it is correct.

Moderator
Moderator

Glad to hear that, @wilbrox and we appreciate the positive feedback.

Occasional Visitor
Occasional Visitor

Very unhappy with the new look. Firstly you've taken away all the useful summary information from the first page (My Account). It used to show the names attached to the phone numbers so I knew who's phone had used what data, now it just shows the numbers without the data usage. That's the important information that I want to see quickly, to see who's using the data and if I'm approaching any limits like on my two 4G wireless broadband accounts. Now I have to go into each of my 6 devices individually to see their data usages, what a waste of my time. Then it doesn't have the names attached to those devices when you do go into the individual device page until you click on settings.... terrible. Even the shared data on the summary page is wrong! OMG, did anyone even test this before releasing your upgrade?

New Member
New Member

it might look better but the usability is rubbish!!!!!! you have a long long way to go.  Its still the most frustrating online experience ever and drives me round the bend.  I still can't quite figure out how a communication company that  fails consistently to communicate with its customers - its 2020 not 1990!

Pages take forever to load 

Links don't work 

information is difficult to find  

In summary - Its all looks and no substance

marks out of 10 I'd give it 3 Failed to impress massive need to do better! 

New Member
New Member

So many rude, whinging comments here!  Really disgusting.

I am generally pretty happy with Optus (have been with them for over 10 years)- the webmail could certainly be faster but that's my only REAL complaint.

Anyway - Thanks for updating, I'm sure it's not as simple as some people seem to think  🙂 

Occasional Visitor
Occasional Visitor

Dear Optus, I agree with several other people who have mentioned this – please just pick a billing/user profile interface page and stick with it. Reiterating what others have written, seems every time we just get used to—and get the hang of—the billing page or My Profile page, Optus changes it.

Can you just keep it simple and clean and leave it alone for a while. Classic design does not need to be changed every other month.

Sincerely,

Customer of approx. 20 years

New Member
New Member

This is pathetic. I logon to get a copy of my bill to use for expenses and it is telling me there is no services associated with my account but it shows that you will be debiting my account on a particular day - when I try to look at the bill, it tells me I am not authorised to see that information - seriously. Definitely needs improving

New Contributor
New Contributor

My Account is a strangely designed quite unhelpful assortment of pages that you need to be careful about clicking through as some will not let you advance or return anywhere, just endless recursive loops...slow to load, short on information, clunky, unintuitive and unfriendly. Really disappointing.

New Contributor
New Contributor

This whole App or whatever it is supposed to be is an absolute joke, and would have to be one of the most user unfriendly things I've ever encountered! I have provided email account details, numerous residential addresses and personal details so I can message OPTUS only to be told that they do not have enough personal details and redirected to webmail to chat. But once I arrive to the website I am redirected to the APP. 

This is just insanity at it's finest. I have been a customer of OPTUS for nearly 20 years and after this experience I am going to TELSTRA and will never ever use OPTUS and will telling friends and family to follow if the wish to have trouble free customer service.

Visitor
Visitor

Optus, you need to fix your new and improved My Account so it can be accessed from a desktop computer. I can log into My Account from my desktop computer but there are no services displayed. Also if I try to view bill history then I get the Access Denied message. I have accessed My Account from my desktop computer for years and now I cannot. I did a Live Chat and this did not resolve the issue.