I had a bad experience switching from Virgin to Optus. I had two services to transfer to a single billing account, so had to switch by phone. All seemed to go well, until I was told that there was an outage in the Optus system handling trnasfers from other providers using the Optus service. I was reassured that our Virgin services would remain active until the port occurred. New SIMs duly arrived OK. I then signed into Optus MyAccount to check the contract (as recommended in the order confirmation email, and I discovered that the contract referred to quite a different plan.
The next day I had a phone call from Optus stating that there was a problem getting my service released from Virgin, because of a mismatch in some data. I asked about the porting outage, and was told that it was still not resolved, but again assured that my Virgin services would continue operating until the system was up and running again. A short time later (less than 30 minutes), my phone went "ping" with a message stating that the SIM was not provisioned. No service on either phone.
Meantime, the incorrect contract problem was still not resolved after several chat and phone sessions.
After over 40 hours of no phone service, I finally received an email advising that my new services were connected. I took another couple of chat sessions and phone calls to get the contract problem resolved - except that Optus My-Account and the My Optus app still do not report the correct (pooled) data allowance - it actually shows more data than allowed for in my plan. Not sure how that will play out!
