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Welcome to the new look Community! We're still upgrading and making some changes to the platform over the coming weeks! Stay tuned.
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Occasional Contributor Wookiie
Occasional Contributor

No Member Services Access

Am frustrated by inability to access Member Services. Have had several lengthy and frustrating discussions with Optus - both by phone and through on-line chats. Told various conflicting stories that it is being upgraded, decommissioned, replaced by intergration into 'MyAccount'. If any of this is so, why doesn't Optus post an official explanation about exactly what is going on? Too logical perhaps!

 

I wanted to access administration of my email account names to review them and possibly add a new one. I was told I could do this through My Account - not so! I was subsequently told I needed to ask Optus to do this for me - very confusing and inefficient. Can Optus just tell us what is actually going on? Ever since they started 'updating' their accounts system, no end of issues has emerged. Surely it can't be so difficult to restore the access and functionality we used to enjoy through Member Services. What's the deal Optus?

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8 Replies
Online Community Manager
Online Community Manager

Re: No Member Services Access

We do acknowledge the upgrades has had its issues. What type of service do you have?

There is a banner on the Member Services page advising for cable internet this is now done via My Account.

There is also a help and support page for Member Services.

How to add or remove additional email accounts.



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Occasional Contributor Wookiie
Occasional Contributor

Re: No Member Services Access

Thanks. But this doesn't work for 'upgraded' accounts commencing with 62..!

 

Optus acknowledges this and says: "We're currently upgrading our billing system. If your account number starts with a 62, please chat with us to add or remove email accounts."

 

This 'upgrade' has been going on for 6 months now - how long does it take? Surely Optus could be more transparent and communicate its plans and timetable better.

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Online Community Manager
Online Community Manager

Re: No Member Services Access

That's right, in that scenario you need to chat with us but you mentioned you have tried that without success.

Last I heard it was nearing completion, an upgrade for millions of accounts is a gradual careful process that does take time.


This is not something that we can assist with here on the forum.
If you have a social media account, please send a PM to Optus on Facebook or a DM on Twitter with the details.  

If for some reason it is still not resolved, please follow our complaints process.

 


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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Occasional Contributor Wookiie
Occasional Contributor

Re: No Member Services Access

Thanks Ray_YC.

 

I don't do social media, so the suggested follow-ups are of no help to me.

 

While I note your point that the account migration is a large and long process, I don't accept that it needs to be! Other large service providers manage this without prolonged disruption. Luckily Optus isn't a bank! And nothing excuses Optus for not adequately publicising to its customers what is going on nor telling us that Member Services is no longer available, rather than simply leave on-screen messages about a 'current' problem. Even Optus call centre staff seem to be uninformed/confused about this; resulting in many frustrating and time consuming calls.

 

If Optus had just had the foresight to openly advise all customers about these changes, why they were being made and what the impact would be. Not a lot to ask from a 'communication' provider.

 

Guess I just have to endure the inexplicable wait a while longer.

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Occasional Contributor Wookiie
Occasional Contributor

Re: No Member Services Access

Almost 4 months on and still no progress on this matter. Yesterday I spent over 90 minutes with an Optus 'technical' person and then a supervisor just to get 2 additional email account usernames added. Very gruelling experience. Again I was told the facility to do this on-line ourselves should be restored 'shortly'! Seem to have heard that one before.

 

It baffles me why this should be taking so long. And it is most frustrating that to do it by the current means proves so time consuming and difficult. Some actual news from Optus on this would be useful. Please?

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Online Community Manager
Online Community Manager

Re: No Member Services Access

Hi again,


Disappointing to hear this is still ongoing.

The news that you're after, just clarifying if you're wanting to know why it's taking so long? When the functionality will be available?

I'm not sure either of these can be shared however I'll see what I can find out when I hear back from you.


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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Occasional Contributor Wookiie
Occasional Contributor

Re: No Member Services Access

Thanks Ray_YC

 

I guess I don't REALLY need to know WHY it has taken so long - it does beggar belief though that such functionality that we enjoyed and which worked perfectly and simply has been unavailable for such a long time. This is especially so when I've been told by Optus it would soon be restored - no definition of 'soon'.

 

But most certainly, I'd very much like to know WHEN this functionality will be available again. The real frustration is that after all this time of the system being 'down' or 'offline' or whatever, the Optus website still speaks as if all the 'old' member services functions are still there for us all to access.

 

Any info you can extract from the depths of the inner Optus would be most appreciated. Then perhaps Optus might even share this with its customers on its own platforms!

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Online Community Manager
Online Community Manager

Re: No Member Services Access

I will do my best to try and find out some information🤞 

It would probably help to provide an example, if you are comfortable to can you please shoot me a PM with your account information.


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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