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Welcome to the new look My Account

Optus
Online Community Manager
Online Community Manager
9 103 175K

Update: 11.12.20

We’re dedicated to improving the functionality of our customers. Thanks to all of you for waiting reality. After taking your feedback on-board, we’re excited to announce further changes to My Account.

So, what’s changed?

We’ve fine-tuned your My Account Dashboard allowing for a faster, more seamless experience.

We’re also giving you more choice when it comes to managing your mobile data, with the introduction of Endless Data.

With Endless Data, you now have the option to continue using data without being worried about any excess data charges in Australia. When you exceed your shared data allowance, the speed of your data will be slowed to a maximum of 1.5Mbps. For more information, head to our Endless Data support page.

 

Max performance. Fast speed

The new My Account dashboard is our fastest and most advanced ever.
Developed to unlock major performance benefits and so much more. Manage
your Optus account and services on a whole new level. Small tweaks. Giant leap. 

My Account single service tiered.png

 

Wave goodbye to excess data charges with Endless Data

You now have the option to choose your preferred way of managing excess mobile data and data speeds once you hit your data limit.

Use the Manage Data option to opt into Endless data witch between Endless Data and Automatic $10 for 1GB top ups once per billing month

My Account Manage Data.png

Updated shared data usage screen

With the launch of Endless data, we’ve updated the shared data usage screen on your My Account Dashboard. Once you’ve enabled Endless data, your usage screen will be updated to reflect the change.

If you’ve exceeded your shared data allowance and Endless Data is enabled, you’ll be able to see the amount of excess data you’ve used at no extra charge (which is represented by the colour orange).

 

My Account Usage screen.png

 Terms and conditions:
No Excess Data Charges: Included in eligible plans and automatically applied to all services on the same account that share data. Data slowed to max 1.5Mbps if shared allowance reached. Use while slowed is unmetered. Excess data option can be changed once per month via My Optus app and My Account. Applies to data use in Aus.

Excess Data Options: Applies to all eligible services on the same account that share data. If shared data allowance exceeded, ‘No Excess Data Charges’ customers slowed to max speed of 1.5Mbps. Automatic $10 for 1GB’ customers automatically charged $10 per 1GB. Use while slowed is unmetered. Additional shared data can be purchased to remove excess data options. Excess data option can be changed once per month via My Optus app and My Account. Applies to data use in Aus. Additional data Automatic $10 for 1GB: If you use more than 150GB of top-up data on a single billing account, we may continue to charge you at the same rates, restrict your data use or slow your speed to 256Kbps until the next billing period.

Feedback is always welcome, have your say in the comment section below 🙂

 

 

 



101 Comments
YetAnotherAcc
Respected Contributor
Respected 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.

 

Fairway
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.

danryan
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.

Jessica-1996
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

Rick1329
Visitor
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.

Kartika
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.

Kartika
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.

Kartika
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.

richielew
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...

   

asiyoung
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.

Renpaulnat
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. 

Squidimer
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 

murraybooth
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. 

riteline
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!

 

 

 

Caledoz
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.

Aron_YC
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.

Thrasha_2K
Occasional Visitor
Occasional Visitor

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.

wilbrox
Occasional Visitor
Occasional Visitor

Hey Optus

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

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

nbndontwork
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!

 

Kartika
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.

nbndontwork
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!

 

nbndontwork
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.

 

 

 

AndrewC1
Super Contributor
Super 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.

Kartika
Moderator
Moderator

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

BigAz
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?

hetkirk2
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! 

EmilyLC
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  🙂 

az67ma64
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

SueMcEvoy
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

stumeister
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.

bcoyne69
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.

lbh
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.

DTMTimber
New Member
New Member

What's up with the poor implementation of the profanity filter in the Nickname field?

Can't use names like Bassett, Cocker, Dickinson or Alcock because PART of the word is deemed profane! "Ass" is not even a profane word in Australian English, its a Mule!

What's the point of "saving" me from my own profanity anyway? These are MY nicknames for the services which I manage as an adult.

Ridiculous!

Caledoz
Regular Contributor
Regular Contributor

WOW Optus ! I am impressed by how good you are at stuffing things up, there are so many things not working with this new design, obviously you don't test anything before you release it, I just noticed another "new" feature today, that ask you to confirm your email, but when you click on it, nothing happens, it's a bit like trying to log into Yes Crowd on Google Chrome, it does not work like so many other things you do. Not happy 😡. Oh, yes, I know, "you are so sorry to hear about my problem". don't even bother saying it, just go fix the damn thing !

Jasmine87
New Contributor
New Contributor

Hey dumbasss I just want a phone plan...

 

JudyDavis43
Occasional Visitor
Occasional Visitor

Optus you people are infuriating I need to contact you faceless people to sort out my bill my 2 year contract exspired but my monthly bill keep going up, please I need help.

annadominguezsm
New Member
New Member

My Optus App failed to work and was not updated nor charged in a timely manner, then I received a large Amount all at once. I thought is was SPAM. Please cancel my Account. AnnaDS 

Kartika
Moderator
Moderator

Hi @Judydavid43, sorry to hear about your billing issue. Unfortunately we don`t have access to customers account on this public forum. Please speak with our billing team either via the → messaging service or by calling them on  133937 - Mon - Fri: 8am - 8pm Sat: 9am - 5pm AEST to assist you further. 

jcheney
New Contributor
New Contributor

I can no longer see the Data Pool for my business account.  This needs to be upfront as it is the most relevant information I need.  where has it gone?

SebPetral
Occasional Visitor
Occasional Visitor

Seems OK to me.

EXCEPT that every time I Login via PC it asks me to Verify my Email address and when you go through the process, you get the

OOPS!

LET’S GET YOU BACK
ON THE RIGHT TRACK.

Sorry, but a bit annoying every time I Login.

It would be nice if this could be fixed.

gregblue
New Member
New Member

optus, what is going on with webmail, last 3 days cannot access on a desk top and your online help is terrible, and the guys in your stores can't get answers from you either

Kartika
Moderator
Moderator

Hi @jcheney, the Data breakdown / pool feature is still available via the Optus app. Just click on Service tab at the bottom. Please refer to this → Help & Support page for more info. 

4pk697
New Contributor
New Contributor

Yeah Optus has changed alright it's now not usable they've deleted the activation option

SDG97
Frequent Visitor
Frequent Visitor

Why didn't you bring back the ability to remove redundant secondary email accounts, under My Account?

Having to go through a lengthy chat session for something I could do myself, is not helpful 

Laugh
New Contributor
New Contributor

Why has the Pooled / Shared data been removed from the PC version of My Account?

I have a limited data pool and need to keep an eye on my usage.

 

Steve.

jcheney
New Contributor
New Contributor

Steve, I noted the same and discussed with Optus.  No fix, other than to use the myOptus app on yo ur phone and to then open up an individual user and you will find the Shared Pool usage there.  Totally ridiculous, totally stuffed up, but the data is there.

Eglantine
Frequent Visitor
Frequent Visitor

Hi! I have Optus Prepaid Mobile Broadband and have always been able to check my data usage in My Account on my laptop. Since 15/6, when I go into My Account, it reads "No accounts for this customer. No services found." So I can't check my data usage.

I have spoken to many customer service agents on the phone and by message and they have "adjusted" My Account. I have cleared my cache and cookies and changed my password. Nothing has made any difference.

I don't have a smartphone, so can't download the My Optus app. Please fix the My Account website. It worked fine before. I just want to check my data. Thank you for your help.

BeachAnnie
New Member
New Member

Just switched from PostPaid to PrePaid Epic Value - error after error, more than 6 hours of my time on the messaging system and several phone calls as well as a store visit.

Three days later, and following a promise to complain to the Ombudsman, my account now appears to have accurate information.

So stressful and I have decided as soon as this prepaid agreement is finalised I'm finding a new provider.

It clearly doesn't pay to be loyal.

Sort out your messaging system and your caller service - it shouldn't be that hard, it should have been easy to sort out or be transferred to someone with the relevant knowledge and authority to do so.

Very, very disappointed and I will never recommend Optus.

Kartika
Moderator
Moderator

Hi @Laugh, the Data breakdown / pool feature is still available via the Optus app. Just click on Service tab at the bottom. Please refer to this → Help & Support page for more info.

Kartika
Moderator
Moderator

Hi @SebPetral, sorry for the delay in getting back to you. That is not normal. You should not have to verify your email each time you login. As far as your login email is correct it should work fine. 


If the issue still exisit`s then you are best to speak with our support team either via the → messaging service or by calling them on  133937- Mon - Fri: 8am - 8pm Sat: 9am - 5pm AEST to assist you further.

Kartika
Moderator
Moderator

Sorry to hear about your My Account issue, @Eglantine and the delay in getting back to you. That is very strange. If you have tried all basic troubleshooting and it is still not working then you are best to speak with our billing team either via the → messaging service or by calling them on  1313937 - Mon - Fri: 8am - 8pm Sat: 9am - 5pm AEST to assist you further.

Kartika
Moderator
Moderator

Really sorry for the delay in getting back to you and your experience in regards to transferring from Postpaid to Prepaid, @BeachAnnie. Rest assured I have tagged your post as feedback to the relevant team for review and future reference. Unfortunately, we don`t have access to customers account here. If you need a hand with anything then you can contact us via Social Media instead. Just send a PM to Optus on Facebook or a DM on Twitter with the details for further assistance. 

sosickofthis11
New Member
New Member

Another of waste of time by optus.  Just give us access to all our information in one place.  Why Optus ever took away the customers ability to add / delete / edit our own email address/s that we set up is only one of the strange decisions they made.   

Now we have to contact them and waste more of our time dealing with ill trained so call technical support where you have repeat yourself constantly until you finally make them understand

Eglantine
Frequent Visitor
Frequent Visitor

Hi @Kartika ! Thank you for your note. As I mentioned in my post, I have already spoken to Optus many times by phone and message. They seem unwilling or unable to fix My Account after a month and a half and innumerable complaints such as the many to be seen on this page. However I have found a workaround which might also be helpful to others.

 

I have Optus Prepaid Mobile Broadband connected via a Huawei USB modem. When I turn on my laptop, the Huawei HiLink App appears on the screen. This can be used to send and receive SMS. I can send the word "bal" (for balance) to Optus on 9999 and immediately receive an SMS back showing how much data I have left.

 

Apparently, by sending "menu" to 9999, you can also do things like recharge, change your plan, replace your sim, update contact details or exit from any current feature. Just like My Account! Wow, who knew? I think that this would also work for those with a Huawei WiFi modem. So I hope that this helps others like myself, frustrated by the non-functional "new look" My Account, until if ever the time comes that it is repaired. Good luck and cheers from Eglantine

Eglantine
Frequent Visitor
Frequent Visitor

Correction, the previous post should read "Huawei HiLink Web Interface", not "App" (second paragraph). Sorry, not a tech savvy digital native, steep learning curve!

avlloyd1
New Member
New Member

Can't Optus just copy the AMAYSIM customer portal features?  Their customer portal features are sooo much better than Optus!!!    And AMAYSIM is an Optus VMO.

 

nodstar1
New Contributor
New Contributor

I keep getting error message "webmail.optusnet.com.au’s server IP address could not be found."  and for all web sites same message. I am not paying another bill until this is sorted out.

Eglantine
Frequent Visitor
Frequent Visitor

Hi! I would just like to say thank you for fixing My Account. After nearly two months and numerous calls and messages, at last it is working again.

 

I had almost given up hope, but now I can check my data usage as before. I am very grateful that the message finally got through and I hope that other people's accounts are also functional now.

 

With many thanks and best wishes from Eglantine

jcheney
New Contributor
New Contributor

Sorry Eglantine, glad it is working for you but not for me.  Is it showing data usage at the top of my account as it used to?  Mine just shows the list of services

Sarah_YC
Moderator
Moderator

Hi @jcheney,

I'm sorry to hear you're still experiencing some issues when trying to view the Data usage via your My Account.

Please note that we’re unable to look into account details on Yes Crowd.
If you’re still needing a hand, we recommend messaging us via the My Optus App. The team is available 24/7 and are ready to assist customers as quickly as possible.
If for some reason you’re unable to, 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 mentioning you’re unable to use the My Optus app.

SimonH
New Contributor
New Contributor

This is hopeless, none of my services are being retrieved, despite taking an inordinate amount of time 'Retrieving Your Data' where has everything gone? There's no links to any of my prepaid services, just billing history for my NBN service, which isn't shown on the main screen? Doesn't even show this information in Chrome, which is up to date, I had to use 'Edge' - who uses Edge?

jcheney
New Contributor
New Contributor

And by magic the data usage information reappears at the top of MyAccount just like the good old days...  No idea how or why but glad to have you back Shared Data circle.

 

Rick1329
Visitor
Visitor

I have had a long-running issue with my Prepaid plan for more than a year.

I am on the My Prepaid Daily plan, as a pensioner it is perfect for me it allows me to phone all my family and friends on the same day and is capped at $1.50, I have not made any calls since 31st July yet on 9th August $1 was deducted from my account balance, the same thing on 19th  August $2 deducted, I have network data turned off, when I check my usage it tells me zero usage for that day, so where is my money going, I have reported it to Optus on 2 occasions and been promised it will be rectified, but it is still happening, they always give me a credit but that's not the point it shouldn't be happening, surely a large company like Optus can fix this, if it happens again I won't be calling Optus and wasting an hour explaining it all again, maybe The Ombudsman and Fair Trading and find where my money is going. I suggest anyone with a prepaid plan check your balance every day it could be happening to you.

Regards,

Rick.

Flossy69
New Contributor
New Contributor

What are you doing???? What is wrong ???? Has COVID infected your site??? Why can’t we log in to my account, it has been months... lift your game or lose your customers

I left Telstra and was so happy with optus, but you tell me I can no longer have a business account, no explanation, you change my billing, the ongoing payment doesn’t continue???? And it’s my fault... you set the bar! Now for months I have not been able to log into my account? I add new services but then you have to create new account completely???? Why is EVERYTHING so difficult?

When I came to you you offered great value for money, that has now gone.... You had a great app and easy access that also has gone???

Does it all have to be so difficult!

Vin_YC
Moderator
Moderator

Hi @Flossy69, sorry to hear you've been left feeling this way.  It's definitely not want we want for our customers.  We'd be happy to look into this for you and help you get access to My Account again.

Can you please reach out to us by a private message via our Social Media pages (Facebook or Twitter) where we'll be able to grab your details securely and take a closer look for you.

Alternatively, you can reach us here → app.optus.com.au/msg-us?tags=OCAYCMSG on a smart device via our Messaging service on the My Optus app 24/7.

 

rabdy
New Member
New Member

I have been an Optus customer for many years and I'm sorry to say that this site is the slowest on the internet and has been since the supposed change for the better (need a new web designer). To try and make a a prepaid payment from the phone is a non event and so slow that I could go to sleep. 

My opinion, Optus should go back to the old portal which worked so well this so called new one is a disgrace. Just compare it with your competitors and the banks to see the difference.

Make an error when paying and it is almost impossible to recover, absolute nightmare. 

People get your act together or I for one may not be around. I get messages every day from the opposition maybe I'll take one of them up.

Kyri_YC
Moderator
Moderator

Hey there @rabdy, thanks for reaching out. Thank you for providing us with this feedback. Apologies that your current experience with our website and My Account services haven't been up to standard as of late. We will be sure to pass this feedback on on to our relevant teams so they can review for future reference.

imlarder
New Member
New Member

I have an $85 monthly plan. Just had the NBN connected, first account  is $108.38 and I can't find just what I am paying for? There is no breakdown of charges.

Ness_YC
Moderator
Moderator

Hi @imlarder, my apologies for any confusion caused. A detailed breakdown is available in the My Optus app, or My Account. You should be able to view a detailed version of your bill by clicking on Bill & Payment history on your My Account. 


If you would like us to re-send you a detailed version of your Optus bill and/or explain any charges, for privacy reasons, we welcome you to send us a message via the My Optus App or send through a Private Message via Facebook or Twitter (both options are available 24/7). 



Annoyingandann
New Member
New Member

Wow this is one of the worst websites I've ever used.

My account page doesn't show any of my payment details and it keeps logging me off out of nowhere and I think I had to log in at least 20 times just today to get my bloody payment history.

The message functions to ask questions and get answers suddenly disappeared as well so I can't even ask questions.

I am so disappointed in how clumsy, inefficient, annoying this website is!!!!!!!!!!! 

Kartika
Moderator
Moderator

Sad to hear that @Annoyingandann. Is it only the payment details section not working or nothing in My Account is working? Have you tried a different browser? How about clearing cookies / cache and temporary internet files? Please refer to our My Account → troubleshooting page for more info.


If the issue still continues then you are best to raise this with our Support team via the  → messaging service. Alternatively, if you have a social media account then please send a private message to Optus on Facebook or a direct message on Twitter with the details for further assistance.


MBB
Occasional Visitor
Occasional Visitor

I can log in successfully to MyAccount from my laptop but then I get the little graph bars bobbing up and down continuously.  This has been happening for a number of months.  Every time I contact Optus they tell me to download the Optus app but I want access from my laptop.  I have tried different browsers, cleared cache etc.  I have a mobile broadband data sim.  As someone with a bit of IT knowledge it appears to me that that the website is unable to retrieve my data from the Optus server.  Any advice ?

Steven_YC
Moderator
Moderator

Hey @MBB - It sounds like our system is thinking. Do you ever get past the 'Graph Bars' on your computer screen?

If not, can you please send our Official Facebook or Twitter team a private message? They'll be able to investigate and perhaps see what is happening for you

Thrasha_2K
Occasional Visitor
Occasional Visitor
Superseding access to Optus websites for account management using Microsoft Edge over Internet Explorer 11 was a dumb move (Since September 1, IE11 cannot even see the Optus home page). And on Firefox there is no working usage meter to monitor and maintain usage within monthly bandwidth plans. I don't use iPhone or Android handsets, and if there's no Windows version to this remote app supporting usage monitoring, forget it. Such policy is beginning to make a straightforward service to become a train wreck.
Kyri_YC
Moderator
Moderator

Apologies for the hassles this has caused @Thrasha_2K. We will be sure to pass this feedback on to our relevant teams so they can review. If you are seeking some more support, I recommend reaching out to us via our Facebook or Twitter pages or calling via 133 937 (Mon - Fri 8 am - 8 pm AEST).

johnny8547
New Member
New Member

I'm not sure why I'm here on this forum right now 😕 I left Optus over a year ago after being a loyal customer for about 20 years. I left because they wouldn't offer me the same deal they were offering new customers. I spoke with 3 different people and they all gave me a flat out no. I expect companies to try and lure new business with special offers targeting new customers but that's no excuse to snub your existing customers...especially when they're threatening to leave. Just dumb. No wonder their profits are down 40 odd percent.

IV
Occasional Contributor
Occasional Contributor

Optus deserves a big F*** YOU! everyday.   It does it's best to frustrate and waste the time of customers.   What sort of telco is this?   I cannot log in to view my account details and when I asked for these basic info to be emailed to me instead, it was ignored.  

OPTUS = Only Pain and Torture for US.

Kartika
Moderator
Moderator

Sorry if you feel that way, @IV and your experience so far. It seems we have let you down. Rest assured I have tagged your post as feedback to the relevant team for review and future reference. 


From what you have mentioned it seems your online My Account is not setup correctly. We can definitely fix this however since this is a public forum we can`t access customers account details here. As such your best speak with our Support  team on → 133937 - Mon - Fri: 8am - 8pm Sat: 9am - 5pm AEST to assist you further.


Alternatively, if you have a social media account then please send a → private message to Optus on Facebook or a → direct message on Twitter with the details for further assistance mentioning you’re unable to use the My Optus app. Apologies once again and we appreciate your patience.

Phoebe59
New Member
New Member

I am usually a happy Optus customer but not today. Been with Optus for approx 14 years and still can't seem to get any loyalty. Two weeks ago I signed up for a new deal for my NBN. Then I get a bill for the original service. So I ring them and they tell me there is no record of any such thing. And if I wanted to change my plan I would have to pay an extra $99 really ? do they even know what they are doing. So after being transferred 5 times and an hour later I actually talked to someone in sales that actually knew what they were talking about. So thankyou to him, I didn't get his name, I got my plan that I was promised. Come on Optus you have to lift your game not good enough.!!!!!

 

 

 

 

Veryannoyed1
Occasional Visitor
Occasional Visitor

You people at Optus are of the lowest rung of common sense!

You change my email address to ******@optusnet.com.au then when i explain to you over the phone that is not my email address, you send me a link to change it back to my personal account, the one which has been linked to my service for in excess of 18 months. Today I receive a text message informing me that the email sent to me has failed and log in to update. I cant login because you have linked my account to some Optus mail account which I do not have and never have.

I refuse to update my email using the form you send me because I never requested to change it. When I say you change it back, the reply is you cant because of privacy......where was the privacy when you changed it without my approval. It isn't hard OPTUS, get your faeces together! 

 

Serena_YC
Moderator
Moderator

Hi @Veryannoyed1

Thank you for raising this issue.

Please note that we are unable to look into account details on Yes Crowd. If you’re still needing a hand, we recommend messaging us via the My Optus app.

Our Messaging team is available 24/7 and are ready to assist customers as quickly as possible.

If for some reason you’re unable to use the My Optus app, please send a private message to the official Optus Facebook or Twitter page for further assistance.

cattfish
Occasional Visitor
Occasional Visitor

The whole webmail experience is the worst I've ever seen.  Even when I am logged into my account I cannot access my webmail. I am constantly needing to reset my password to get back in. The user experience here is terrible. PLEASE FIX IT!!!!

Serena_YC
Moderator
Moderator

Hi @cattfish

Do you experience the same issue when you are logging in using the direct login page → https://webmail.optusnet.com.au/ for Optus Webmail? 

If you continue experiencing login issues, we recommend messaging us via the My Optus app.

Our Messaging team is available 24/7 and are ready to assist customers as quickly as possible.

If for some reason you’re unable to use the My Optus app, please send a private message to the official Optus Facebook or Twitter page for further assistance.

somedudehere
Occasional Visitor
Occasional Visitor

I was on Virgin Mobile, an Optus group co. and it was shutdown and I was transferred to Optus. One thing Virgin Mobile did well was there was a plan status facility that will tell you when your options when the contract expire and what upgrades are possible for a fee or the payout. There is nothing like that on the Optus dashboard and myaccount which for a big telco is exasperating.

Jono_YC
Moderator
Moderator

Hi @somedudehere welcome to Optus! It's not great to hear that you're experiencing issues with My Account.


You can view your contract expiry date on the My Optus App by going into More → Plan Term. From there, you'll be able to find your contract expiry date.


You can also find your payout figure on the My Optus App by clicking More → Plan → Cost to cancel.


I hope this helps.

Veryannoyed1
Occasional Visitor
Occasional Visitor

Hi @Veryannoyed1

Thank you for raising this issue.

Please note that we are unable to look into account details on Yes Crowd. If you’re still needing a hand, we recommend messaging us via the My Optus app.

Our Messaging team is available 24/7 and are ready to assist customers as quickly as possible.

If for some reason you’re unable to use the My Optus app, please send a private message to the official Optus Facebook or Twitter page for further assistance.

 

Dear Moderator,

ARE YOU SERIOUS! DID YOU EVEN READ MY NOTE! I CANT LOG IN BECAUSE YOU FOOLS CHANGED MY EFFING EMAIL ADDRESS!

YOUR MESSAGING TEAM IS NOT AVIALIABLE 24/7. NOT SURE IF YOU UNDERSTAND 24/7 BUT HERE IS A TIP. 24 HOURS A DAY 7 DAYS A WEEK! 

IF YOU ARE SERIOUS ABOUT HELPING PUT DOWN YOUR CROSSIANT AND LATTE AND PICK UP THE PHONE AND CALL ME. YOU WONT BECASUE YOU WILL BLAME COVID OR SOME OTHER EXCUSE. 

Jack_YC
Moderator
Moderator

Hi @Veryannoyed1, not great to see you're still experiencing this issue with your account. 


Your email and account login is definitely something we can help with from our Social Media team. Please send a message through to our Facebook or Twitter pages so we can get this sorted for you. 

Puccini
New Member
New Member

Ridiculously complicated to pay a bill from a reminder email!

 

  • Click on link “Pay your Bill” get taken to a page saying “Pay your Bill” but you can’t actually pay it there.
  • Go round in circles on links like “How to pay your bill” and get nowhere.
  • Eventually work out by yourself you need to login to “My Account” get annoyed by a “Verify email” popup.
  • Get even more annoyed when the email arrives as it seems to assume there is problem with the details. I’ll know if there is a problem details why should I confirm them every time I pay bill?
  • Please keep it simple one link straight to a secure pay page with the invoice totals why should you even need to login? Lots of things are payed for online without logging in, If I can see that’s my Optus bill I’ll pay it.
Kyri_YC
Moderator
Moderator

Hey @Puccini. Apologies for all the hassles you went through to pay your bill. I'll be sure to mark this post as feedback so our teams can review for future reference. If you are also having any My Account troubles, feel free to reach out to our teams of Facebook or Twitter, as they can assist in getting this sorted for you.

YetAnotherAcc
Respected Contributor
Respected Contributor

@Puccini 

Sounds like your may have actually received a scam email. Legit Optus email should say "Pay your bill now " not "Pay your Bill". And scam email are the ones that have text that assume you have a problem so as to give a sense of urgency to click on their links.

Also, the legit "Pay your bill now" link does in fact take you straight to a credit card payment page.

@Kyri_YC 

Can you please also tell Optus:

1) When sending emails or SMS's to customers to always address customers by name and NEVER generic salutations like "Hi there". 

2) Don't send out annoying "friendly reminder" SMS's to direct debit customers  about their upcoming direct debit. If you think that that is a useful service for some customers then make it opt-in, and stop annoying everyone else.

Jono_YC
Moderator
Moderator

Hi @Jessica95 it's not great to hear that you're experiencing issues with your My Account. 


If you’re still needing a hand, we recommend messaging us via the My Optus App. Our team is available 24/7 and are ready to assist customers as quickly as possible.


We're also available to assist via Social Media. Please send us a private message to Optus on Facebook or a DM on Twitter with the details for further assistance.

Jessica95
New Member
New Member

Hi@Jono_YC ,

These things happen. While I can still use it, it is unpleasantly slow. My reply was more meant for the developers of the My Account platform to help them improve it and make it as performant as possible, not as a complaint.

Kindest regards,
Jess. 🙂

Jono_YC
Moderator
Moderator

No worries @Jessica95


As we're always looking to improve our platform, I'll be sure to pass this onto our developers to review. Please let us know if you need a hand with anything else.

ER2020
New Member
New Member

Every time I try to log into my account I can log in for 2 seconds and then it takes me back to the log in screen  and asks me to log in again. I've tried my phone several browsers as well as private, and now on my laptop - several browers and private. You guys never get it right! That's why I'm still paying $2 for paper bills - because I can't log into the optus account for the past 10 years and don't want to spend an hour of my life on hold. It's such a joke. 

Kyri_YC
Moderator
Moderator

Hey @ER2020. It's not great to hear about your My Account troubles. I recommend getting in touch with our Support Team via the My Optus app or on our Social Media pages on Twitter or Facebook as they can look at trying to assist further from there.

itsthedon
Occasional Visitor
Occasional Visitor

Why is it so B!@#$%y difficult just to get the information that you want. Do the people that write your web site programming actually use it? If I'm already signed in and want to know how much my bill is it shouldn't send me to my account link to resign in. For God's sake just have Sign in/my account/my bill. IT ISN"T THAT DIFFICULT

Kyri_YC
Moderator
Moderator

Hey @itsthedon. It's not great to hear about the troubles you have had with your My Account. If you are need of any further assistance on this regard, please feel free to reach out to our team on Facebook or Twitter, as they will be happy to assist further from there.

outasight
New Member
New Member

I am a little tired of the My Account system CONSTANTLY telling me I need to verify my email. I have twoo accounts on different emails & they both do it. The verification process reports as it worked, but one month later(next bill) it's the same again.

Jono_YC
Moderator
Moderator

Hi @outasight it's not great to hear that you're experiencing issues with your My Account.


If you're still needing a hand, please send us a private message to Optus on Facebook or a DM on Twitter with the details for further assistance.


Jindivic_77
New Member
New Member

Why is it always so damn hard to use your site!  cant believe you are a communication provider!!  

Boo, boo, and boo