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New Contributor
New Contributor

I want my service canceled

So i signed up for optus adls2+ and it was supposed to be installed by july 21 only to find out the line was faulty. Fast forward to august 7th 4 different technicians have visited ( they kept blaming eachother for the fault) to only find out my max speed is only 3.5 mbps, as a family of 5 who uses the internet all at once this is a very bad service. So the very next day i went into store to cancel my service due to the length of the installation and the poor quality of the service only for them to ask me to pay $470 cancellation fee. 

I am currently paying $80 a month for speeds of 2- 3.5mbps. I dont see how that is fair atleast waive the cancelation fee

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Honoured Contributor
Honoured Contributor

Re: I want my service canceled

Stores aren't Optus (they're franchises). 

 

You've likely tripped an automated system (Store cancelled your plan. System charged you the fee).

 

Seems like you're not on the NBN yet. What postcode are you? Unfortunately the performance requirements on ADSL seems much lower than NBN. The promise of "we'll do the best we can" seems enough to justify taking your money. On the NBN they can't do that and are allowing any under performing areas to cancel without penalty.

 

I suggest you contact Optus directly and discus. If you need to contact the TIO to take the matter further (based on non performance)

 

Regards

 

Peter Gillespie

Frequent Contributor
Frequent Contributor

Re: I want my service canceled

Peter's advice is spot-on...follow it.

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Moderator
Moderator

Re: I want my service canceled

Hey @Jeremyr, really sorry to hear that this has been your experience 😞 Certainly not one we want you to have. If you’d like to chat to one of our team members now, please go here: http://yesopt.us/chat2us


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