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thestuburns
New Contributor
New Contributor

Why are no solutions visible?

What is the point of this forum if every query is marked as solved but every query is told to contact Optus directly by other means? What a waste of time and resources. 

14 Replies
petergdownload
Honoured Contributor
Honoured Contributor

Re: Why are no solutions visible?

Optus have largely abandoned their forum. It is as you say now largely just a gateway to their Twitter and Facebook portals.
Tuong_YC
Moderator
Moderator

Re: Why are no solutions visible?

Hey @thestuburns, thanks for reaching out. Whilst I can certainly appreciate where you are coming from the YesCrowd forum is a place made for open discussion and exchange of tips as well as assistance. We are unable to discuss account information on public platforms for security and privacy reasons hence we ask to be contacted directly to discuss specifics and have provided catered support 

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

AndS
Super Contributor
Super Contributor

Re: Why are no solutions visible?

It gets worse as allot of the solutions are what the optus OP's have put in and the real solution is by end users. Looks like it's to do with analysis of the forum so that Optus have been answering the questions posed, but as you have pointed out this is not the case in the vast majority of cases in the last 3 months or so.

 

It's gotten allot worse in the last 3 months, so it looks like from the outside something internally happened about Nov last year in optus.

 

Overall the yescrowd solutions and forum feedback from Optus support is to not allow end users to see of find the solutions  from the forum as @petergdownload has said they are directing people to Twitter and/or Facebook and/or the app with no feedback or updates to the original post.

 

The forum improved in 2020 Q3, but has gone down hill in 2021 Q1 IMHO.

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thestuburns
New Contributor
New Contributor

Re: Why are no solutions visible?

I understand the privacy concerns, but for technical problems there are often likely to be solutions that others can suggest without needing to contact an Optus team member. It seems like just an extra step to the same end. 

 

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AndS
Super Contributor
Super Contributor

Re: Why are no solutions visible?

@thestuburnsPrivacy concerns are IMHO a smoke screen as privacy is only an issue when dealing with an Optus account issue, not an issue with a modem connectivity issue. See the big RED message block on the right... which is valid, but as it says in the Note - customer accounts/orders NOT faults with equipment.

Sometimes a fault will require equipment to be replaced or returned to Optus and if this eventuates than refereing the issue to twitter or facebook or the optus app is okay as Optus will need to put notes in the custiomers account to marry up with the equipoment when optus get it back.

 

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YetAnotherAcc
Respected Contributor
Respected Contributor

Re: Why are no solutions visible?

And I've seen Optus' generic replies being marked as solution even though there have been better replies from users. 

AndS
Super Contributor
Super Contributor

Re: Why are no solutions visible?

I have seen worse, where the original person has thanked someone for a solution given by an end user and the first standard Optus twitter/facebook post in the thread was marked as the solution a month after the last post in the thread.

YetAnotherAcc
Respected Contributor
Respected Contributor

Re: Why are no solutions visible?


@AndS wrote:

Privacy concerns are IMHO a smoke screen as privacy is only an issue when dealing with an Optus account issue, not an issue with a modem connectivity issue.


Absolutely. What's worse is they got rid of the private messaging here (so that Optus could actually get private details securely) and said it would be replaced. It hasn't and they wouldn't entertain the possibility of keeping it around until there was a suitable replacement.

Tuong_YC
Moderator
Moderator

Re: Why are no solutions visible?

So when it comes to technical enquiries, whilst we can provide general assistance there are always a couple factors that can impact service such as network of the address, billing etc. 


If you have a question or concern @thestuburns, we will do our best to assist via whichever channel you decide to use however for more specific assistance we would recommend reaching out to our teams for further review 

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.