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Occasional Contributor T-rav
Occasional Contributor

Speed pack still not activated please wait 24-48hrs

On the 18th of April, I had Optus cable installed. The tech installing the cable told me that my speed pack would be active in 24 hrs as had the woman who signed me up on the phone. I'm on the $85 plan with speed pack. So up to 100mbps is what I'm supposed to be getting with the speed pack. 48 hours later and the speed pack had not been applied so I made the mistake that I'll never make again of actually calling Optus customer service and got absolutely nowhere as the person I spoke to found it difficult to understand the problem and I found it difficult to understand him. After that call, I gave it another 24 hrs and tried live chat and was told that nothing could be done about it and to wait for 24-48hrs. To cut the story short I've called and live chatted to 6 different people and I've been told everything from "I don't know why it isn't active yet" to "it's in the system, it has been applied but it's up to the system when it actually activates it, please wait for another 24-48 hrs" to " it doesn't normally take this long please wait for 24-48 hrs" So the magic words appear to be "24-48hrs". Now it has been 8 days and still no speed pack. No-one ive chatted to has been able to tell me either way whether I'll be charged for the speed pack for the time that I haven't had it. Surely it has to get to a point where something has to happen. What I mean by that is say for example that in a month from now the speed pack is still not active, are they still going to be telling me to wait for 24-48hrs? I want someone to explain to me what the actual hold up is. Can anyone help?

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Occasional Contributor T-rav
Occasional Contributor

Speed pack still not activated please wait 24-48hrs

tr43445464we3wqOn the 18th of April, I had Optus cable installed. The tech installing the cable told me that my speed pack would be active in 24 hrs as had the woman who signed me up on the phone. I'm on the $85 plan with speed pack.  Up to 100mbps is what I'm supposed to be getting with the speed pack. 48 hours later and the speed pack had not been applied so I made the mistake that I'll never make again of actually calling Optus customer service and got absolutely nowhere as the person I spoke to found it difficult to understand the problem and I found it difficult to understand him. After that call, I gave it another 24 hrs and tried live chat and was told that nothing could be done about it and to wait for 24-48hrs. To cut the story short I've called and live chatted to 6 different people and I've been told everything from "I don't know why it isn't active yet" to "it's in the system, it has been applied but it's up to the system when it actually activates it, please wait for another 24-48 hrs" to " it doesn't normally take this long please wait for 24-48 hrs" So the magic words appear to be "24-48hrs". Now it has been 8 days and still no speed pack. No-one ive chatted to has been able to tell me either way whether I'll be charged for the speed pack for the time that I haven't had it. Surely it has to get to a point where something has to happen. What I mean by that is say for example that in a month from now the speed pack is still not active, are they still going to be telling me to wait for 24-48hrs? I want someone to explain to me what the actual hold up is. Can anyone help?

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Trusted Contributor
Trusted Contributor

Re: Speed pack still not activated please wait 24-48hrs

You won't get charged for it until it actually goes active, it sounds like the order to change your speed tier has jammed in the billing system (which is why it hasn't gone to NBNCo to change the AVC).

 

Your best bet, will be to lodge a formal complaint via www.optus.com.au/complaints and get the CRG team on the case.

I'm a Yes-Crowd Contributor, not an Optus Employee, and I contribute on a voluntary basis. Did someone on Yes Crowd answer your question? Did they share a great tip Please remember to acknowledge their awesomeness by throwing a Kudo and or Accepted Solution their way.
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Occasional Contributor T-rav
Occasional Contributor

Re: Speed pack still not activated please wait 24-48hrs

Just as an update, I was told last night on live chat that Optus cannot successfully line test my line and to wait for another “ 48hrs maximum”. According to this person a line test specialist would have to look into it.

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