Optus pre-paid plans last for 28 days, Optus helpfully reminds you a few days before expiry to recharge.
If you recharge immediately then the 28 days timer starts again and you lose any days remaining on your current plan.
If I want to maximise my coverage, and minimise my bill, I have to try to remember to top up exactly on the last day - which risks missing it and then losing coverage and any roll over benefits.
So I tried to set up autorecharge. Twice over the last 6 months I have tried to set up autorecharge using the Optus app, both times it claimed it was successful and then when it should have kicked in and topped up - nothing - I lost coverage and all my rollover benefits while I was away from home. I had to find a wifi point or use someone elses phone to manually top myself up.
Yesterday I again tried to set up autorecharge in the app, it has an option to start when your current pre-paid plan ends which I selected. At the last step the app gave me an error. I contacted customer support and they just asked me to try again or to try using the my-account website.
After digging my way through the my-account website trying every link like some kind of treasure hunt, I finally found the right combination of clicks to set up autorecharge.
Except that the website doesn't have the option to automatically start the recharge when the current plan ends, instead I have to select a date and time from a dropdown list, and the default option is in 2 days - but my current coverage ends in 4 days.
I have tried three times to set up auto recharge using the app, twice it succeeded but when it came time to autorecharge it did nothing, my phone lost coverage, and I lost my rollover benefits.
This continually feels like Optus is being purposefully misleading and is trying to nickle-and-dime me by 'stealing' a few days of pre-paid coverage from me every 28 days, not to mention the now 2 times I have lost all my rollover benefits and been out of the house when I lost coverage despite having autorecharge set up.
I tried to fill in the online complaint form but it was limited to two boxes of 1500 characters each, and neither allowed whitespace or formatting.
Is this normal for Optus?
How do other people deal with Optus prepaid?
For the fourth time I attempted to set up autorecharge, this time using the my-account website.
I filled in the form, sent the validation code, entered the validation code, and seemingly completed the form.
It then landed me back at the start of the recharge process with no confimration or error, I haven't received any email, and I cannot find any indication in the app or website about my current autorecharge status.
This is getting absurd.
Thank you for raising this issue.
This is not something that we can assist with here on the forum as we don't have visibility or access to customer accounts.
If you have a social media account, please send a PM to Optus on Facebook or a DM on Twitter with the details.. You're welcome to copy and paste the above messages and include your account details.
I have a Prepaid service myself but don't use Autorecharge.
If you have followed these steps on our help and support page and there is something wrong with the information there, please let us know.
This may be unrelated by the MyOptusApp and MyAccount portal are having scheduled maintenance this weekend so this issue might be resolved when it is completed.
I've previously queried the recharge "days lost" effect as on my Optus Prepaid Epic Value plan ($15/28 days) I lost 2 days if I recharged when I got the recharge alert.
Optus dealt with my complaint and after some to and fro I got a 30 day top up credited and the promised to review the points I had made about these practices and advised me to set up AutoRechrge.
So here I am having just got my expiry alert and lo and behold AutoRecharge is NOT available on this plan (by my calculations the best value $/day option and the only less than full year Epic Value plan where AutoRecharge is not available). It is available on ALL the lesser value plans!
Another point I want clarified is that if I wait for the date of expiry will the recharge be applied commencing the next day (giving me the advertised 28 day duration) or on the last day of expiry (day the recharge is made) which effectively gives me a 27 day usage, again altering $/day value calculation.
What amount did you attempt to set up AutoRecharge with?
Recharging takes effect from the moment it is applied and comes with the offer duration. This can be viewed on the My Optus app.
After multiple conversations with Optus over the phone, and a bit of back and forth, we were able to sort it out. I had to have someone from Optus change my plan, and then enable auto topup for me.
Thankfully someone from Optus took interest in my case and pursued it through to the end, with follow-up calls to check in.
It turns out the plans I was being offered in the Optus app were all old plans which offered significantly less value than the new plans, the fact I was only being shown these in the app is disappointing. Optus have since switched me over to a new plan and setup auto recharge, which is now working. I am now on 'Optus prepaid epic data' $30.
So all things considered:
- recharge warnings costing me ~2 days of coverage each month
- app only showing outdated plans, offering me less value for money than a new customer would get
- app auto recharge lying multiple times, costing me rollover credits, and losing coverage
- website auto recharge lying, costing me rollover credits, and losing coverage
- Optus support able to change plans and setup auto recharge
That's very interesting chrisosaurus and thanks so much for returning to this thread to provide your update.
Did you have the latest version of the My Optus app installed? Or did you have to update it?
With your guidance it sounds like MrFlibble4747 may need to contact Optus to set up AutoRecharge on that offer.