Is being asked to pay $90 for Optus specialist technical support a scam?

[Kevieboy]

Can someone please confirm if there is such a thing as a "one time charge of $90 for us to fix your problem"?? This was from someone from 'technical support. And no, I didn't receive a dodgy call from a scammer, I actually called 133937, dialled through to technical support, got the typical Indian guy in the call centre who then transferred me to the "specialist department" who tried to tell me it would cost $90 for him to sort out my issue. On my business account. Last I heard technical support over the phone is and always has been free. Considering it is to do with Optus' own router and firmware. Hahaha! I'm actually gobsmacked this just happened from within a legit Optus service. Wonder what the Ombudsman will have to say about this..

[petergdownload]

Telstra are definitely instigating a 'Premium Support' process. Hadn't thought Optus was doing it.

This support portal is optional. One benefit of it is for people that have more money than time as you get through to an expert fast. 

However in general you would be sent there if the support you are asking for falls outside the standard Optus support. For example setting up a non Optus modem or configuring port fortwarding etc. What were you trying to do?

Peter Gillespie

[Kevieboy]

Interesting you say that - as port forwarding is precisely what I was trying to do. 

For some reason Optus have hidden port forwarding and manual DNS settings in the web UI. 

I can alter the DNS but it's a lot bigger workaround to sort out port forwarding.

The standard Huawei B525s don't have the options locked out, so being a business account I would have thought that unlocking it on Optus' restrictive firmware would have been an easy enough task through their customer support. And free at that.

But as soon as I heard the guy tell me a one time charge of $90 would be required to resolve my issue I instantly went nup this is a scam for sure. Still don't have any evidence that it's not so I am pretty weary.

[petergdownload]

Always better to be safe than sorry. 

I'm astonished too that the Optus service has locked down port forwarding (its a basic Internet functionality).

I'm not exactly sure if Optus can actually set it up (even for $90). Possibly they unlock the modem or perhaps they'll apply the port forwarding themselves directly onto your modem. If not then they'll probably  just tell you upfront its not something they can help you with.

Peter Gillespie

[Ray_YC · Accepted solution]

No, it's not a scam. More information on Premium Home Support

Notice you mentioned you have a Business account but there is nothing mentioned no there that says Business services are not covered by the support.

[Davelew]

Hi

One way round your issue could be the TP-Link travel router.

I use it in my caravan connected to my B525 modem so I can change the DNS address and add static routes.  https://www.tp-link.com/au/home-networking/wifi-router/tl-wr902ac/.

On eBay under $50.

Dave

[Kevieboy]

Well as it stated on the page you linked - ("as opposed to Optus network and services"), well I would consider a modem/router supplied by Optus with their mobile broadband service, to be covered as part of their technical support. I could understand if my query was about setting up non-Optus hardware, but it's not. So it should be included free if charge. Business, personal or otherwise.

[Kevieboy]

Thanks Dave, might be worth looking into 👍