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New Contributor Gigi8
New Contributor

Optus has the Worst customer service chat session EVER !!!

 

Millie from Optus Chat is the Worst Customer Service person EVER !!!

 

30 mins on a chat session to change the Caller ID to SHOW when I dial out

 

This should take 30 seconds to tick the box but after 30 MINUTES still not actioned

 

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Hi, you are now chatting with Millie.
Millie • 07:55 PM
Hi! You have reached Millie from Optus Mobile Technical Support . How may I help you today?

You • 07:55 PM
Hi Millie
Millie • 07:56 PM
Hi! How are you ?
You • 07:56 PM
I need assistance to turn on Caller ID to show my number when dialling out
Millie • 07:58 PM
I'll be right with you.
Millie • 07:58 PM
I will be glad to assist you today
Millie • 07:58 PM
May I have your full name, phone number, date of birth ?
You • 07:59 PM
Is there supposed to be a pop-up to the left ?
Millie • 08:00 PM
okay
Millie • 08:00 PM
I will send you that pop-up
You • 08:05 PM
Hello
Millie • 08:06 PM
Thank you for the details
Millie • 08:06 PM
Let me check that for you
You • 08:06 PM
Thanks
Millie • 08:08 PM
I'll be right with you.
You • 08:08 PM
ok
Millie • 08:10 PM
I need your phone number/ service number
You • 08:11 PM
I only have 1 phone number on my account
You • 08:11 PM
I assume you have access to my account
Millie • 08:11 PM
To show your number when calling from a Mobile Phone, dial 1832 before the phone number you want to call
You • 08:12 PM
I tried that and that doesn't work
You • 08:13 PM
You need to set the permanent SHOW caller ID on your back end
You • 08:13 PM
Aren't you the technical support ?
Millie • 08:13 PM
Yes, I am from the technical team
You • 08:14 PM
This should take you 30 seconds to action
You • 08:14 PM
It's a basic setting on your back end
Millie • 08:16 PM
Okay,please bear with I will enable caller ID on your account from our end
You • 08:16 PM
I have been with you now in this chat session for 21 mins
You • 08:17 PM
This is ridiculous to just change the caller id setting
Millie • 08:17 PM
I apologize for the inconvenience caused to you.May I have your phone number please ?
You • 08:17 PM
Its on my account
You • 08:18 PM
If you don't have access to my account, please put me through to your supervisor
Millie • 08:20 PM
I cannot access the account without phone number / service number which you have with Optus
You • 08:20 PM
How can you not see the number if you have access to my account ?
You • 08:20 PM
Can you put me through to your supervisor
Millie • 08:22 PM
please bear with me, I am trying to access the account information using the account number provided by you, there is a system glitch . I apologize for the inconvenience caused to you.
You • 08:22 PM
Its been 27 mins since we started this chat session
You • 08:23 PM
Can you put me through to your supervisor
Millie • 08:24 PM
I'll be right with you.
You • 08:24 PM
Can you put me through to your supervisor
Millie • 08:25 PM
It is done
You • 08:26 PM
Can you put me through to your supervisor
Millie • 08:26 PM
okay, let me check
Millie • 08:26 PM
Please bear with me
You • 08:26 PM
It is NOT done
You • 08:26 PM
I just check it and the number still shows blocked
Millie • 08:26 PM
okay

You • 08:26 PM
Can you put me through to your supervisor
Millie • 08:27 PM
sure, let me check
Millie • 08:27 PM
I completely understand your concern

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RetiredModerator AlexRH
RetiredModerator

Re: Optus has the Worst customer service chat session EVER !!!

Oh dear 😞 Not the best experience to have at all, I'm really sorry to see that it's been the case for you.

It definitely should be an easy fix, though it can take between 15 minutes - 4 hours to process through the systems once we've modified any call features.

If you still need a hand with this, please don't hesitate to PM me with your phone number, full name and DOB so we can check it out for you on our end. 


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