Hi, I've been with Optus Broadband for many years and transfered toOptus NBN, about the same time we transfered 5 mobiles phones and seem to have paid the phone bill twice and not the NBN - it got suspended.
About 7 days ago we worked out why it wasnt working, paid the bill by telephone and were advised it would be back on in 20 minutes - 24 hours'. OK thats our mistake fair enough. Since then we have called 11 times for circa 40 minutes + and each time get:
"OK, the account was suspended, we've removed the suspension and you will be back on line in an hour or two... we will call you back in an hour.." It never comes back on and the phone conversation is always the same, so i went to the shop in Southland, so they called - and got the same. They assured me someone would call in an hour. Again we've heard nothing, the person in the shop said the don't know what to do if it doesn't come back on.
I've called again, and got the exactly the same story today (SAturday). I politely asked to speak to a supervisor and after 15 minutes of asking the same person came on line and said he was the supervisor, then admited he was the same person (very 'Faulty Towers').
I speak to Mumbia every time and thats fine, but they never fix it.
Does anyone know where I can call to get help? as I'm trying to stay sane but finding it very bizarre.
Solved! Solved: Go to Solution.
Welcome to the forum, I suggest you PM a moderator with your details. You can find a moderator from other posts, look for the tag Moderator after their name.
Thanks I went to the Optus shop and they tried to work it out. In the end it was the same as every other time and it was suggested I go to the ombudsman. Thank you for the responses. MC
Hmm, our retail agents don't have access to systems that'd allow them to remove an account suspension. I've offered to help with this one @MikeCallahanVic. It's completely up to you, I'm confident that I'll be able to help.
The shop called tech support and got the 13-14 accounts up on the screen. It's actually still not up - 2 weeks later! and for 2018, it's quite amazing. I have spoken to them again about 5 times. Tech support is handled out of India and Billing and Payments out of Manila. The latest was a "guaranteed back on line in 6 hours - 100%" on Monday (when we were told to call back as the department in Manila was open). Then Tuesday I called again and was told that it was still suspended and had been excalated to the next level (?response group) - and we will call you very shortly".
Catch this: "They will sort it out in (GET THIS) - 3-5 days", now that's a high tech group, thank god we didn't get the low response group. I have taken to recording all the information and now have enough for a mini thesis on how not to run a company. It's fascinatingly bad. It's nearly as good as last year when they 'installed' it and the it didn't work (turned out it wasnt connected to the street) and the Australian lady from Optus called and her opening line was (in aggressive tone): "So what's ya problem... Whadda ya want us ta do?, Luckily I was on loud speaker and my older kids heard it otherwise my wife wouldn't believe me. I've already told about 800 people and now making a website/youtube as it's sensational, but seriously if you're considering whether to use Optus or Telstra for business you've just got to go Telstra, Optus is like a mower without a motor, they'll sell you anything, but that's it. It's OK for domestic and I can survive without it, but could not afford to be out of service in business for two weeks.