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Super Contributor
Super Contributor

Re: Optus Sim Card activation

Hi @pilky

 

Really sorry to hear this. Am glad that it's all sorted for you now. If you have any further questions, please let us know 😃

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New Contributor
New Contributor

Re: Optus Sim Card activation

Same boat for me. This is IN-SANE. Really disappointing service. On second SIM today and still not working. Gonna just suck it up and wait three days before I say goodbye to Optus forever. I have been a customer for a heck of a long time.

It would seem based on similar issues from other customers that 72hrs is the average time for activation. This is worse than many third world markets that have cell service.

Time to be MORE TRANSPARENT, OPTUS! If there are system issues causing activation delays, customers need to be made aware. 

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New Contributor
New Contributor

Re: Optus Sim Card activation

I feel sorry for others in the same boat as me but lucky I still have a phone with telstra to work with.

 

My issue is I ordered a postpaid data sim for my IPad which I thought sweet what a great deal they have here. First tried to activate it on the 27th of October online, waited the "maximum" 4 hours with nothing coming up. Turned it off and on with no avail. Called an optus store the next day and over the phone done the online activation was told 24 to 48 hours. No good still.

 

Called optus support line Monday 30th of October and was told it was escalated and should be working in 24-48 hours. Or 3 to 5 business days. 

 

It's now the 2nd of November 6 days after my first activation attempt. Still nothing. Will call them again in the morning but now I know why I have always been a Telstra customer because this is just getting ridiculous.

 

I'm giving it until the weekend or I'm cancelling and going to telstra for a data sim.

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New Contributor
New Contributor

Re: Optus Sim Card activation

So I my shiny new data sim arrived at my front door last Friday and I thought everything would be fine and dandy if I just activated the sim so I got myself a WiFi modem on Saturday, from Melbourne Central's Optus only to find out that

1. The SIM was not activated yet, despite the message saying it'll take 30 mintues, tops.

2. I called the number provided on the sim pack, which sends me to a long list of pre-recorded prompts that says nothing about activating a data sim.

3. Even the store manager couldn't figure out what's wrong with the activation process.

I've been pretty satisfied with Optus after switching over to you guys on my mobile, which is why I got myself a data sim from the same company. Would be great if my views on Optus wouldn't go sliding out the sink and down the drain.

 

Cheers,

Edmund

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Blog Author

Re: Optus Sim Card activation

@Banana senpai, sounds like a bit of a disappointing experience.

 

We'll always advise customers that the activation process can take anywhere between fifteen minutes - four hours. In most cases a service will be ready to go within half an hour. What was the source of the issue in the end? Were we able to get you up and running? If you still need a hand, let us know. We're happy to help out.

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New Contributor
New Contributor

Re: Optus Sim Card activation

My experience is exactly the same - woeful.
Was sent a SIM card. Instructions were to pop it in, wait 4 hours.

After 4 hours I contacted Optus, and was told there was a delay. 24 hours later, no luck. However it gets worse. I left my Telstra SIM in a different phone whilst this was happening so I could still receive calls.

Jumped onto the chat program, and the "helpful" person said the sim # that had been sent to me didn't match the one that they had on their records.

Their solution: They suggested a fix is for them to activate the SIM I didn't have on my possession, and I would have to go to an optus store to fix the problem.

I immediately said "NO", I didn't want a SIM that wasn't in my possession being activated.

The chat person then said they'd manually activated the sim for me.

I didn't authorise them to do so. I explicitly asked them not to. Too late, they didn't listen and my phone was no longer working. I asked the person if someone else was receiving my phone calls and SMSs? They said "don't worry, they would monitor that". Holy crap! Given the incompetence already, I'm assured not to worry and they can't even confirm / deny if my calls are going to someone else??

At this point the support person told me I needed to call Optus. Lacking a phone, I've gotten my wife's.

 

40 minutes spent on the chat, and my phone is disconnected. Let's move onto phase 2:

The person I called (and explained everything to) then told me I needed to go back onto the chat program, and ask to speak to a human. After asking to speak to a human, and re-explaining the issue *again*, the chat person eventually has said they would get someone to call me (on a different number, obviously...)

That person said my number had been cancelled, and said I needed to speak to someone who could help re-activate. So I'm transferred again... and put on hold.

Next person I speak to asks me to repeat everything again. And then tells me they need to speak to the Port-in team - so I'm stuck on hold yet again. 15 minutes of listening to music (total call length was 30 minutes at this point) and they disconnect me instead of transferring me.

Waited 5 minutes for the port in team to call back - didn't happen. So the person I'd most recently spoke to on the chat was able to organise a callback. Back on hold for "around 5 minutes" (which we know is wrong.... 15 minutes before someone picked up).

The person picks up, says they would call me back in a few hours, and then transfer me to the "sim replacement team" to organise the transfer ... I gave up being calm at that point and politely but firmly asked them to just sort the entire thing out in the next few hours and to stop making me spend 3 hours of my life on hold to fix their mistake.

It seems like everyone in Optus can do one thing, and one thing only - say "Sorry, that's not my department. I'll transfer you to the right department".

How about at least once having a team who are competent at customer service across multiple skill sets??

The only consolation to all this?
One of the support people, Philemon, checked in multiple times with me via the chat to ensure I was being serviced, and did apologise for the problems. They also handled the callback when I was (rudely) disconnected without someone calling me back.

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New Contributor
New Contributor

Re: Optus Sim Card activation

And sure enough, someone else is now answering my phone and receiving my SMSs.
I'm glad optus is "monitoring" their stuff up.

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Online Community Manager
Online Community Manager

Re: Optus Sim Card activation

HI GeneralSlater,

Very disappointing to hear about your experience.

As it involves accessing your account/service, I'm afraid we're unable to assist here on this public forum.

If you have a social media account, please then send a PM to Optus on Facebook or a DM on Twitter  with the details for further assistance mentioning you haven't had a resolution to an ongoing issue speaking with the Messenger team via the My Optus app.

That would be the closest team to being across multiple skillsets.


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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.

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