I would like to cancel my broadband service as I have recently moved to a new location that does not provide NBN connection. I have downloaded optus app as per COVID-19 guidelines and I have been messaging since last five days to cancel my service, but no one is responding. Also I have contacted optus on 1300555241 but I am redirected to optus application by an agent, as disconnecting internet service is not urgent at the moment. Please provide a proper guidance to disconnect my service as I don't want to be charged.
@Ashly You could also write to
Optus Customer Relations Group, PO Box 306 Salisbury South 5106.
I've been suggesting that a fair bit lately too, but its actually no good when it comes to cancellation. A mod confirmed that Optus do not accept cancellations via post. The contract also specifies phone as the only way to cancel a contract. Its seems a bit bizarre and Optus definitely need to come up with a few alternative options that are outside the box IMO.
I agree re needing other methods. A store visit might be the other option and if someone decides to pursue this through Consumer Affairs, Optus may have to reconsider the clause.
If you cannot contact a Provider in a reasonable time frame that is not the fault of the customer.
Optus also need to realise if they make leaving an easy hassle free experience they are more likely to get a customer to consider returning.
I think a lot of Optus troubles are based on business and operational decisions they've made going back years. Most of these basic systems (like notifying of cancellation) should have dedicated web pages years ago. The problem now is that Optus still seems to want to hang on to these processes when they're completely inappropriate. For example, Optus want the chance to talk a customer out of leaving so they force the leaving process to be difficult and confrontational and have trained people putting on the hard sell.
If Optus does create a 'Auto Cancellation' portal now, presumably they won't be able to go back to the old ways after this is over.
Possibly management is telling itself that customers won't blame Optus and understand its a difficult time, but that's not the vibe I'm getting from the posts here. Most customers already feel Optus services are frustrating and poor and that other Telco's are handling this crisis much better than Optus. On other websites the awareness of the value of local support has gone up a lot.
I was with iHug/iiNet for over 20 years.
The reasons I left were NBN in my area is HFC, neighbors complaining and the hard NBN sell from iiNet. This one guy rang several times and just told me what I regarded as complete BS. I spent enough time on Whirlpool reading the NBN HFC issues.
If I had have gone NBN it would have been ABB. I talked to the network engineer at work we are Australia Wide and in NZ. I told where I lived he sat with me and checked the distance to the Optus 4G tower on Google maps and told me it was a no brainer.
Only hiccup was needing a HLR , and the Optus Rep was fantastic listened to what I said was happening, what troubleshooting I had done and did the HLR.