My phone got stolen during out of country vacation and called Optus to deactivate the number. Upon returning to AU, I went to an Optus store for sim replacement. They said before doing that, I have to call customer service and remove the block. I did that, they gave me a new sim, Activated it, but so far only mobile data works. 2 SIM cards and 2 customer service calls later, still the same issue. We tried doing all the steps mentioned by customer service from the basic airplane mode, mobile data options, reset network settings, restart phone but none worked. Phone is not the issue since I tried a known working Optus SIM card and it worked. I tried my SIM card on another phone and it is also not working there. The last customer service call said she filed a ticket and escalated the issue to backend and said it will be resolved in 24-72 hrs. Is there a way to contact an Optus personnel who have the capability to resolve this directly? Thanks.
Hi there Annelo,
What a frustrating ordeal. We can't resolve it directly here however if you let me know what the fault ticket number is I should be able to follow up with the team to try and escalate it.
Thank you for the info.
I've been able to locate the ticket number and IT case and have requested that it be expedited.
This isn't a guarantee as there may be factors that is preventing them from fixing it quicker be but it's worth a shot.