After 5 years of great service with Optus NBN we were starting to have problems with scam phone calls, 2-3 per day so decided to change our number and make it unlsted to see if it would help. Went on to live chat and was told no problems, here is your new number and it will be changed over in 15min to 4 hours. Yeh sure, it is now 10days later and our old number has been disconected and all we can get out of our phone is a quiet engaged signal. After 4 different chat sessions and a new modem we still have no phone service. There is no phone green light on the modem and inside shows phone 1&2 disabled SIP not registered. This fault has been escalated 3 times with no success and they are telling me it will be next week before it gets looked at. This problem appears to be a verry common complaint and one would think it would be an easy fix at Optus end. Just as an aside now both our old and new number are listed in white pages (which we didn't want our new number on), but neither of them work. We have been given a credit to compensate our loss of service and the option of a no charge discharge from our contract if we wish to change providor, which is strange as we are on a month to month service. I have been assured it will be fixed but I am just frustrated and wanted to vent my problem. Thanks for reading.
Solved! Solved: Go to Solution.
Thank you for raising this issue, it is disappointing to hear about your experience thus far.
This is not something that we can assist with here on the forum as we don't have visibility or access to customer accounts.
However if you let me know your fault ticket number I'd be happy to follow this up.
The report numbers I have are 81267833A 12th July / 81547897A 13th July / and 21327751 16th July
I also have an Optus reference number of : 1476-3801101
Thank you for any insight you can give.
PS. Even after this is all sorted we will still have the problem with the new number also being listed, which was the whole reason for the change in the first place.:(
Thank you for that.
Checking 21327751 it looks like somebody tried contacting the landline today but were unsuccessful.
I will escalate this with them to get this resolved as soon as possible.
Regarding the white pages, if it's in the hard copy book then yeah it wouldn't be possible to fix but if listed online that should be fixable by our customer service team.
Thank you for taking the time to look into it for me. Appreciated.:) Not being sacastic but nobody has been able to get through since the 12th, that's the whole problem, but at least now they may believe me.
I'm told it's turned out to be a little complicated than expected in the system to resolve but I do have someone looking into it.
Thanks again for following up I realise this is not your area of expertise. 🙂
I am starting to loose faith with the technical ability of Optus. I understand that technology in today’s communication field is complex but quite honestly I don’t believe that any NBN land line phone connection fault could be classed as “complicated” for a company that specialises in phones. After nearly 2 weeks without satisfaction wouldn’t it make sense just to give me a new account? Start it from scratch? Treat it as a new connection as I already have all the equipment that was working perfectly until they tried to change the phone number on my current account? I really don’t care what number I am given, as long as it is unlisted, I would just like one that works. 😞 I really hope this issue can be sorted much sooner than latter.)
How are you going with this one?
It looks like they are still not able to successfully contact you, did you provide them with an alternate contact number?
If not or you're not sure, please send it to me via PM so I can pass this info onto them.
Still no joy.
We usualy do not give out our mobile numbers BUT we did in this case.
Optus tech have had one mobile contact number for over 10 days. NO contact made.
7 Days ago we gave them another number as well. NO contact made.
Both of these phones are working perfectly and there are no missed calls.
Can't they seem to understand that the whole problem is I haven't got a working landline number. Thats the whole problem. They can't call me on the landline number it doesn't work. They will have to call me on either of my 2 mobile numbers which they have but haven't tried calling on. Or contact me via email which I would prefer as I will have a record of the conversation.
I can't realy understand why I need to be contacted anyway? For what reason would they need to speak to me to fix a problem their end?
The service was working perfectly untill they changed the phone number. It must be at Optus end.
I don't like the inference that the delay is because they can't contact me if they are trying to call on the line that is at fault. Even a 15 year old would see that.
Just this morning I have made contact with a customer relations executive and informed them of the next step I will take if a resolution is not forthcoming.(: TIO
I have offered to accept any workaround.eg: A new account or another new telephone number but not a word.
I even asked if they would remove the two numbers that are listed in the online white pages (our old number and the unworking new number). But not a word back regards that and they are still listed.
Frustrated would be an understatment. I have sent you a PM with the numbers anyway.
I've responded to your PM with an update on your issue.