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Impossible - How to get Optus to cancel a service?

NotHappyOptus1

Does anyone know how to get Optus to cancel a service? Sounds simple right, but they make it so difficult.

 

After having bad experiences with telcos and airlines before over the phone, I thought I make it easy and come into an Optus store. Sounds easy, well Optus apperently only signs you up in store but won't cancel a service. What? Ridiculous. Sorry you need to call sir.

 

so I tried calling and after navigating through 10 minutes of holds and clicking different options they tell me 'call back later after hours'. So I call back, again long process, then the tell me too busy. 

 

So I try online chat, always 'team too busy'.

 

so I register for online account, although it seems silly as i am trying to cancel the service. Anyway, no option to cancel, they say you need to call.

 

unbelievable and very disappointing.

 

does any one know how to cancel an Optus service? Maybe write a formal letter, fax, smoke signals ?

Re: Impossible - How to get Optus to cancel a service?

AxeGirl

Send a pigeon.

 

But seriously, I'm having immense amounts of trouble trying to get a straight answer out of anyone also. There is a complete lack of communication between the different divisions within the company and I have been hung up on more than once by some one over the phone who could not be bothered with whatever I have been calling about. 

 

There is literally no point to their stores other than to sign people up. What on earth is the point of this? It never used to be like this. 

Re: Impossible - How to get Optus to cancel a service?

Tris

Apologies for the experience and the late reply @NotHappyOptus1. I can confirm you do need to speak with the Customer Service team in order to cancel a service, It can't be done in store. I'm sorry you've had so much trouble getting a hand with this though Smiley Sad it's a really straightforward process. If you still require this to be sorted out, feel free to send me a PM with your full name, the number associated with the service and your DOB.

 

 


__________________________________________________________________________
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

Re: Impossible - How to get Optus to cancel a service?

MohsinAli

Why sales always respond in less then 20 secs and wait for cancellation is more then 30mins. dont even bother to tell how much more then 30 mins. I am waiting for last 43 mins. simply *$@#$@#%@%

Re: Impossible - How to get Optus to cancel a service?

nk69

I too am having the same issue trying to cancel a bundled home service.

 

I changed service providers, as the optus ADSL service performance was so poor (3.5Mbs and >64ms latency), put up with it for years, but the kids are constantly complaining. Tried calling support on several occasions, but after waiting over 30mins each time without getting through to anyone. It was time to get a new service provider (The new one is much better, thank goodness!)

 

I logged into my myoptus account to try and cancel the service, there is no way to do it online. Tried searching the website for a phone number, none to be found. Looks like you have to try online chat, well that was useless too, see chat details below. What a useless company. Do not sign up with Optus for anything. Complete rubbish service.


9:07 PM
You're now chatting with Elise.
Elise,
Hi, this is Elise from the Broadband & NBN Team, welcome to Optus LiveChat.
Hello, how are you doing?
You,
Hi, good thanks
Elise,
Good to know
How can I help you?
You,
I have been having trouble with my internet service, so wouold like to concel it
Elise,
Please fill up the slider...
Thanks for the details...
You,
filled in
Elise,
I need to transfer your chat as I am from home phone and broadband billing team I have limited knowledge about this
9:10 PM
You're now chatting with Jerome.
Jerome,
Thanks for staying on the chat. Please Allow me 1-2 minutes to read the previous conversation
You,
Hi
Jerome,
I can see here, you're looking to cancel the service. Is that right?
You,
Hi Jerome, do you have the details
yes please
Hi, yes, I would like to cancel my existing service
Jerome,
Oh, that's an unfortunate news to hear. Have the problem with the internet been reported to our tech team?
You,
The performance was so bad and i put up with for so long, it was time to change, my kids were complaining all the time
Jerome,
I can definitely see the frustration the problem with the internet has caused you. We can have our tech team look into this further and see if a technician is needed to have it fixed
You,
no thanks, need to cancel it, have a new service now
Jerome,
I do understand that you'd like to get the services cancelled. We'll need to get you connected to our specialists over the phone to have it done. However, they are closed for the day, will it be possible to give you a call tomoroow and connect you over to them?
You,
why is it so hard to get anything done with optus
there are no phone numbers to call that is why iam chatting to you
Jerome,
Apologies for frustration this disconnection request is causing. The best I can do right now is to get you connected to our specialists tomorrow since they are closed for the day. You can also contact them at 1300 555 241
You,
Why does it take specialists to cancel an account
Jerome,
We have limited access regarding the services here on our Live Chat. I will need to get you connected to our specialists over the phone to have it done
You,
ok, can you confirm that the number you gave me will work
Jerome,
Yes, the number will work. Alternatively, the number you can call is 133 937

Re: Impossible - How to get Optus to cancel a service?

Kartika

Apologies for the experience before @nk69. I can confirm you do need to speak with the Customer Service team in order to cancel a service, It can't be done online through My Account. If you still require this to be sorted out, feel free to send me a PM → here with your home phone number / account number, full name and DOB to proceed.


Kartika__________________________________________________________________________
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

Re: Impossible - How to get Optus to cancel a service?

mmp

It seems this has not changed as I cannot seem to cancel even after getting through to a person by phone. Still no option to do online as I just checked. Really poor customer experience and only justifies more why I want to leave. I am in my 70s and it really should not be this hard.

Re: Impossible - How to get Optus to cancel a service?

jabajabajaba

I feel your pain and share your sentiments.  Have now collectively spent around 2 hours on chat/phone trying to cancel my Optus cable internet service.  Last attempt was on 5 April when I got through to the cancellation.  After around 30 minutes of waiting on hold while waiting for so-called "status checking and processing", I was told that their systems are down and therefore are unable to cancel my service.  The most incredulous part was being advised to call back next Friday 19 April (YES, TWO WEEKS LATER) to request cancellation, as whatever the heck system(s) should be back online by then.  WTF Optus?!!?  Going to mention TIO the next time I call to see if this will result in a miraculous fix of their system(s), in order to process my cancellation request.

 

For anyone reading this, and attempting to cancel your service, I'd suggest pulling the TIO card ASAP on your FIRST phone call.  Do not allow the Optus reps to try and delay your cancellation by giving you the run-around. 

Re: Impossible - How to get Optus to cancel a service?

Vincent455243

There is an easy fix.  Simply record your chats and transcripts and save them on your computer.  Then, make a formal complaint to the Telecommunication Industry Ombudsman, and you can easily demonstrate how "difficult" they intentionally make it to cancel your service.  You will be surprised just how quickly Optus gets back to you after that.

 

Here is a convenient link for you to use:

 

https://www.tio.com.au/making-a-complaint/submit-a-complaint

 

Make sure you attach all information, chats, transcripts, and document each time you call Optus.

 

No need to get upset, just use this Industry Funded Ombudsman and you can take action there.

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