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New Contributor
New Contributor

terrible, terrible... and more terrible

switching to optus has been a dreadful experience - i have been calling through about my terrible internet for 4 days. ive had internet for a bit, but recently moved into my house. I pay $100 per month for the fastest speed, and get 3.1mps. 4 days of that ridiculous hold music, 4 days of selecting options (always the correct ones, with someone from billing or phone internet picking up, to transfer me to broadband) only to be on hold for an hour then being disconnected. by far the worst customer experience ever. Tonight, i was listening to optus hold music from 8.30pm to now 12 midnight, to be told "we are upgrading, you have to wait"

Can anyone please assist is giving me some direction on who to speak to, or if there is an email adress to someone from their marketing department even so i can speak to someone, ANYONE. I cant take the hold music anymore...

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Trusted Contributor
Trusted Contributor

Re: terrible, terrible... and more terrible

http://www.optus.com.au/shop/notices/service-chat

 

Optus chat is a lot better. iiNet and Aussie Broadband probably even better than that.

 

Your speed pack is obviously not helping. At those speeds, there may be a line fault, rather than Optus congestion. I presume you are on NBN VDSL and have just one Sagemcom 3684 router modem.

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New Contributor
New Contributor

Re: terrible, terrible... and more terrible

I have tried optus chat, they always request i leave a number because "all their technicians are busy"

 

Im currently running broadband cable internet. Not nbn. I was last night after posting that message told that the network is undergoing maintenance and i "just have to wait"

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Trusted Contributor
Trusted Contributor

Re: terrible, terrible... and more terrible

Were you on ADSL before? How fast did it go?

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New Contributor
New Contributor

Re: terrible, terrible... and more terrible

I just moved in to a new house, Its a new hook up. I had adsl2+ in my previous apartment and speeds were only 2.5 mbps with tpg. I specifically mentioned this fact to optus and that I want to avoid it, which they recommended paying extra for higher speeds.

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Trusted Contributor
Trusted Contributor

Re: terrible, terrible... and more terrible

It would have been that speed on ADSL at your last house, because you were 4km from the exchange. Are you any closer on this one?

 

See if the Cable speed peps up when the technician claims to have fixed it.

 

If your usage is low, then one of the 4G 100GB or 140GB plans are an option. The 100GB mont to month includes unmetered TV, even though not mentioned.

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Occasional Contributor
Occasional Contributor

Re: terrible, terrible... and more terrible

My 6-week experience with signing up to Optus has been a nightmare = faulty router, new router with the wrong sim, sent a modem I didn't need or want, endless waiting on the phone, operators hanging up,,, offline for four days because of wrong products and unable to get accurate data reading or connect to my account page ... what a rude shock after y years of great service with iinet, but having to ditch home phone and go for mobile broadband.

  Finally got some help by going to the shop, buit now nightmare resumes after not being able to get account info for billing/possible extra data use, so will have to go to the shop again.

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Online Community Manager
Online Community Manager

Re: terrible, terrible... and more terrible

@Gabes18, it does sound like you're off to a difficult start.


Rather than heading into the store, I can pull up your account info from my end.

 

Feel free to send us a private message. I need your full name, DOB and the service number. If you can't locate the service number, send us whatever you can find.

 

http://yesopt.us/pmdan

 

 

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New Contributor
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Re: terrible, terrible... and more terrible

Thats really awesome for @@Gabes18, but interestingly ive recieved no offers from optus to private message for support. My internet still isnt functioning correctly!

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Online Community Manager
Online Community Manager

Re: terrible, terrible... and more terrible

Sorry @josephg, didn't mean to ignore you.

 

You're more than welcome to send us a PM. I'll get back to you as soon as I can. 

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