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annacraig
New Contributor
New Contributor

Cannot reinstate my suspended mobile service using the My Optus app - help!

I am returning to Australia on 15 June after a stint living in the US, and am trying to reinstate my mobile service that is currently suspended. But I am having no luck trying to message Optus and need to get it done ASAP as the 15th is only 3 days away.

When I log in to the My Optus app it looks like this:Screenshot_20200612_130020_au.com.optus.selfservice.jpg

 

When I click on 'Message us' it takes me to this webpage:

Screenshot_20200612_130044_com.android.chrome.jpg

 

I click on 'Download My Optus app' (which I already have anyway) and it takes me straight back to the first screen above:

Screenshot_20200612_130020_au.com.optus.selfservice.jpg

 

So basically Optus is just sending me on a loop to nowhere. Anyone have any ideas how else I can get in touch with someone? Ideally not by phone as I am in the States and I don't want to have to pay for an international call.

Thanks!

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6 Replies
petergdownload
Honoured Contributor
Honoured Contributor

Re: Cannot reinstate my suspended mobile service using the My Optus app - help!

Try Facebook or Twitter.
Aron_YC
Moderator
Moderator

Re: Cannot reinstate my suspended mobile service using the My Optus app - help!

Hey annacraig


Send our Social Media team a message on Facebook or Twitter, and they'll be able to help you get this service re-activated.

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

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elboydo
New Contributor
New Contributor

Re: Cannot reinstate my suspended mobile service using the My Optus app - help!

did you ever get this solved? I have the same problem too....and been on the phone for 2 hrs with tech support

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Serena_YC
Moderator
Moderator

Re: Cannot reinstate my suspended mobile service using the My Optus app - help!

Hi @elboydo

If your service is currently on voluntary suspension, you would need to request for the service to be resumed with our Customer Care teams. There is no option to resume the service by yourself via the My Optus app.

We would recommend messaging our teams via the My Optus app or through our website if you are unable to access the app. Our Customer Care teams can then securely confirm your details and provide further assistance with resuming your service for you. 

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

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elboydo
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New Contributor

Re: Cannot reinstate my suspended mobile service using the My Optus app - help!

i have been chatting with your specialists for 3hrs....and its still not fixed. this does not make me a happy customer

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Aman_YC
Moderator
Moderator

Re: Cannot reinstate my suspended mobile service using the My Optus app - help!

Apologies again @ ELBOYDO.


If you’re still needing a hand, we recommend messaging us via the My Optus App. The team is available 24/7 and are ready to assist customers as quickly as possible.
If for some reason you’re unable to, if you have a social media account, please then Optus on Facebook or on Twitter with the details for further assistance mentioning you’re unable to use the My Optus app.

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

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