After so long and its still in their too hard basket. Its bad enough that you have any issue outstanding for so long, but for a privacy issue, that's just crazy.
Hi @fcd , I can't believe that the problem is still occuring :-0
Maybe the new modem that you have received has the same problem as the old one.
You should ask Optus if they can still supply the F@st 3864V3 , this is the modem that fixed the problem for myself and @RachaelW , I am pretty happy with mine, never had a problem with it.
As for the Optus so called technicians, I don't think that the people on chat or on the customer "service" line are technicians at all, most of them have no clue and they just read from a list of things to do when a customer calls, like : "switch your modem off, disconnect from the wall, wait for 30 seconds, switch it on again, blah blah blah".
Ask to talk to a surpervisor and insist upon it, sometimes it does speed things up,but not always 😞
Thank you @Caledoz, @RachaelW, and @YetAnotherAcc for your input on this issue. After several (unsuccessful!) phone calls with supposed "technicians", I've also had a few Chats with others. You might be interested to read the following Chat conversation from today's effort after I insisted that they read this forum discussion:
Janson at 18:35, Oct 18:
No issues, I had a word with the relevant team on the above issue and found that they are working on this issue on high priority and the issue will be fixed soon.
You at 18:35, Oct 18:
OK, what should I do in the meantime?
Info at 18:39, Oct 18:
Sorry it's taking longer than normal for us to get back to you.
We'll respond shortly.
Janson at 18:41, Oct 18:
I understand your concern but the team is working with priority and it will be fixed soon.
You at 18:41, Oct 18:
Will I be notified once it's done?
Janson at 18:43, Oct 18:
Yes, you will be notified on websites and via email once the issue is fixed.
You at 18:43, Oct 18:
Great thanks - bye
This is one of my very brief chats that lasted over an hour. Most took many hours over a two year period.
Chat Start Time
Chat End Time
Jul 30, 2018 09:44:56 Australia/Melbourne
Jul 30, 2018 10:45:24 Australia/Melbourne
Auto-Generated Message (09:44:57 Australia/Melbourne) : Hi, this is Clarissa M from the Broadband & NBN Technical Team, welcome to Optus LiveChat.
Auto-Generated Message (09:44:57 Australia/Melbourne) : Solution Type: "UDE Chat"
Auto-Generated Message (09:44:57 Australia/Melbourne) : Solution Type: "UDE Chat"
Visitor (09:45:02 Australia/Melbourne) : Hi, I had posted two years ago about not being able to use any phone codes such as XXX call number display or *69 who just called me since my switch to NBN. Another user has since posted that this issue has been rectified when they got version 3 of a modem Refer to comment Re: XXX display number code still not working since November XXX XXX-XX/XXXX 01:01 PM Posted by Caledoz (Frequent Contributor) 6th Apr XXX, 1:01pm Member since 2nd May XXX with XXX Posts Message 25 of 25 (XXX Views) https://yescrowd.optus.com.au/t5/NBN/XXX-display-number-code-still-not-working-since-November-XXX/td...
Visitor (09:45:43 Australia/Melbourne) : His post is 6th Apr XXX, 1:01pm or I can copy an paste it if that is easier.
Visitor (09:45:59 Australia/Melbourne) : https://yescrowd.optus.com.au/t5/NBN/XXX-display-number-code-still-not-working-since-November-XXX/m-...
Clarissa M (09:46:31 Australia/Melbourne) : Hello. Thanks for the information.
Clarissa M (09:46:49 Australia/Melbourne) : Let me just pull up the account and assist you further.
Visitor (09:46:56 Australia/Melbourne) : Thanks
Clarissa M (09:47:09 Australia/Melbourne) : You're welcome. Please fill out the form that popped up at the left pane of the chat window.
Clarissa M (09:47:13 Australia/Melbourne) : /f slider custinfo
Auto-Generated Message (09:47:42 Australia/Melbourne) :
Visitor (09:47:58 Australia/Melbourne) : I have put in my mobile number but looking for my home phone number
Clarissa M (09:48:31 Australia/Melbourne) : Thanks for the details Rachael.
Visitor (09:49:22 Australia/Melbourne) : My home number is (02) XXX-XXX - I don;t use it as it's almost useless without being abe to display my number noone in the family wants to answer an unlisted number (which I have for security reasons).
Auto-Generated Message (09:49:44 Australia/Melbourne) : Visitor has minimized chat
Auto-Generated Message (09:50:19 Australia/Melbourne) : Solution Type: "UDE Chat"
Auto-Generated Message (09:50:44 Australia/Melbourne) : Visitor has maximized chat
Auto-Generated Message (09:51:22 Australia/Melbourne) : Sorry to keep you waiting, I'll be right back with you.
Clarissa M (09:51:29 Australia/Melbourne) : Thanks for the details.
Auto-Generated Message (09:52:00 Australia/Melbourne) : Solution Type: "UDE Chat"
Clarissa M (09:52:10 Australia/Melbourne) : To confirm, you want your number 0287982727 displayed when calling someone using the code XXX, right?
Visitor (09:53:45 Australia/Melbourne) : Yes, none of the phone shortcut functions have worked since my switch to NBN such as XXX call number display per phone call or *69 to check who last called you. It can only dial out. If I use XXX it makes the call and displays my number. I can hear the person on the other end but they can't hear me.
Auto-Generated Message (09:54:00 Australia/Melbourne) : Visitor has maximized chat
Visitor (09:54:18 Australia/Melbourne) : I have a private number for safety reasons, and I have always been able to unblock the number when calling family/friends using XXX pause prior to switching to the NBN. So I want to retain my private number and use caller ID on a per call basis.
Visitor (09:55:20 Australia/Melbourne) : As the other customer said
Visitor (09:55:22 Australia/Melbourne) : fter a year and a half of no reply from Optus techs, I think that I have found out what the problem is. When I had NBN (FTTN) connected and my new modem "Sagemcom F@st XXX AC NBN" installed, the overide code XXX stopped working properly as stated previously. Recently, I had problems with the 2.4Ghz WiFi on that modem and Optus had to replace it (after hours on multiple chats and on the phone, begging and menacing, as always). I got a Sagemcom F@st 3864V3 AC as replacement (looks different than the previous one, it's not sitting flat, but upright), since I have plugged the new modem in, I can now make calls using the XXX overide code to display my number when I choose to do it and it is WORKING. So it looks like that the problem was caused by the modem "F@st XXX AC NBN", so if you still have the same problem, get onto Optus (you will need a lot of patience as always) and get them to send you a new modem V3. And moderators, could you please pass on this info to your "technicians".
Auto-Generated Message (09:56:19 Australia/Melbourne) : Visitor has minimized chat
Auto-Generated Message (09:56:21 Australia/Melbourne) : Visitor has maximized chat
Auto-Generated Message (09:57:23 Australia/Melbourne) : Sorry to keep you waiting, I'll be right back with you.
Clarissa M (09:57:55 Australia/Melbourne) : I know my sorry will not be enough to change your experience but I hope you accept my apology.
Visitor (09:58:07 Australia/Melbourne) : There are pictures of the old and new modems on the post. I would like a copy of this chat emailed to me at the end of our discussion, thanks.
Visitor (09:58:28 Australia/Melbourne) : I appreciate you looking into this. 🙂
Auto-Generated Message (10:00:29 Australia/Melbourne) : Sorry to keep you waiting, I'll be right back with you.
Clarissa M (10:00:45 Australia/Melbourne) : Normally for NBN, the phone is dependent on the internet that's why it's connected to the modem.
I checked on the phone settings and it shows caller ID is not active. May I ask if you have tried to call a number without putting XXX to check if the number will still show up?
Visitor (10:02:35 Australia/Melbourne) : No, I do want my number listed or displayed for each call I want to override it on a call by call basis. Unless Optus is willing to provide me this 24/7 security personnel as my not is not lsited for a reason. I want to override the not calling number display only when calling immediate family.
Clarissa M (10:03:03 Australia/Melbourne) : Yes, we understand Rachael.
Visitor (10:03:07 Australia/Melbourne) : It shows as a private number when I call without XXX
Clarissa M (10:03:31 Australia/Melbourne) : You have the option to change the setting using that code
Visitor (10:03:44 Australia/Melbourne) : Which is what I want. I also want to use XXX to display my number when required AND for the caller to hear me on the other end.
Clarissa M (10:03:59 Australia/Melbourne) : That's why I also checked on the phone settings to make sure call number display, caller ID is not active
Visitor (10:04:20 Australia/Melbourne) : So what are you saying?
Visitor (10:05:11 Australia/Melbourne) : I don't want my number displayed unless I specially override that function using XXX.
Clarissa M (10:05:13 Australia/Melbourne) : To confirm, is XXX already working or not?
Visitor (10:06:06 Australia/Melbourne) : It used to work before NBN. Now If I use XXX my number displays and I can hear the caller on the other end. But they can't hear me which is pointless and I haven't been able to use my home phone as a result.
Visitor (10:07:19 Australia/Melbourne) : Before NBN I could use XXX and the caller could see my caller ID & hear me - amazing!
Visitor (10:08:06 Australia/Melbourne) : I also can't use any other phone functions such as *69 to hear my last unanswered call details so none of the those short dial functions work since NBN.
Visitor (10:09:07 Australia/Melbourne) : If another Optus customer is able to explain why this has occured and how to fix it... How is it the the moderator of the group has not got in touch with other customers to rectify this issue?
Clarissa M (10:09:27 Australia/Melbourne) : Thanks for the details. I'm currently running a line test.
Clarissa M (10:09:39 Australia/Melbourne) : I apologized if you didn't get any response from the moderator
Clarissa M (10:09:48 Australia/Melbourne) : I'm from Tech Support
Clarissa M (10:09:59 Australia/Melbourne) : We will do our best to help you out
Clarissa M (10:10:06 Australia/Melbourne) : I'n seeing the phone status is active
Clarissa M (10:10:29 Australia/Melbourne) : May I ask if you have tried another phone, the other phone port on the modem?
Visitor (10:10:35 Australia/Melbourne) : It seems as though I will need to refer the matter to the Telecommunications Ombudsman to follow up as I normally do to get any results from Optus. Well the moderator should be letting tech support know about this too. And if you check my old TIO complaints a million line tests have been done so I'm not going there again.
Visitor (10:11:37 Australia/Melbourne) : I was paid compensation for the many hours of phone calls and support and frankly I'm not going through all that again. You can check my previous records. There was over 80 hours worth of calls and test. I seriously lost my @$%$#% after being pushed that far.
Clarissa M (10:11:57 Australia/Melbourne) : I can sense that this is an urgent matter for you. I will let one of the senior resolutions specialists know about it.
Would you like me to proceed in assisting you and further check on the phone?
Clarissa M (10:12:18 Australia/Melbourne) : I hope you accept my apology for the experience that you have gone through.
Clarissa M (10:12:40 Australia/Melbourne) : I checked on the phone status and it's active. May I ask if you have tried another phone, factory reset the modem and use the other phone port on the modem?
Visitor (10:12:41 Australia/Melbourne) : Yes I've tried other phones and other ports. Yes but I'm not going to go thruogh the plug and unplug and retesting that was done with no effect previously.
Visitor (10:12:50 Australia/Melbourne) : Yes done that too,
Visitor (10:13:14 Australia/Melbourne) : So many times in over 80 hours I've lost count.
Clarissa M (10:13:17 Australia/Melbourne) : Thank you. We will reset the phone line and do a test call
Clarissa M (10:13:35 Australia/Melbourne) : We know that your time is importan tRachael and we would love to resolve this now
Clarissa M (10:13:41 Australia/Melbourne) : Are you currently at home?
Visitor (10:14:34 Australia/Melbourne) : If it cuts this conversation / my internet I will refer this straight to the TIO. Yes I'm at home but I refuse to plug & unplug and restest what I was previously compensated for doing. I'm never going to have my time wasted like that again.
Visitor (10:15:23 Australia/Melbourne) : I'm happy for any testing that doesn't involve me though.
Clarissa M (10:16:04 Australia/Melbourne) : We undestand where you're coming from and we would really love to help you out.
Clarissa M (10:16:27 Australia/Melbourne) : We will reset only the phone settings and please do test call to check if the person will be able to hear you
Clarissa M (10:16:47 Australia/Melbourne) : We can also create a case and forward it to our Network Team for further investigation
Clarissa M (10:17:38 Australia/Melbourne) : We will also escalate this to one of the senior resolutions specialists via chat if you still want it escalated after doing the testing and creating a case
Clarissa M (10:19:05 Australia/Melbourne) : If we have reset the phone line
Clarissa M (10:19:24 Australia/Melbourne) : Kindly try to call someone using XXX and
Clarissa M (10:19:31 Australia/Melbourne) : check if the person can hear you or not
Visitor (10:19:59 Australia/Melbourne) : I do want it escalated and I want someone to read my previously records. I tried XXX before I contacted you & it's not working.
Clarissa M (10:20:26 Australia/Melbourne) : We understand Rachael and we're doing troubleshooting and testing.
Clarissa M (10:20:52 Australia/Melbourne) : Yes, we will forward this case to our Network Team for further investigation
Visitor (10:20:52 Australia/Melbourne) : If we are going to make me do retests and wasting my time instead of supplying the new modem then please send me a copy of this transcript & I will refer the matter to the TIO and not waste anymore of my time.
Visitor (10:21:39 Australia/Melbourne) : Or give me your number, I refuse to prank call everyone I know again to check if it's Optus lines, or Telstra customers.
Visitor (10:22:11 Australia/Melbourne) : Because this was all done previously for 80+ hours if you check your records.
Clarissa M (10:23:51 Australia/Melbourne) : I apologized Rachael as I'm from chat support, we don't have a direct number. If you're unable to call someone now, you may do it when possible.
Regarding the new modem, we can also request for a new one for isolation test
Clarissa M (10:24:14 Australia/Melbourne) : Delivery will take 3-5 working days
Visitor (10:24:40 Australia/Melbourne) : I have done it it's not working.
Visitor (10:25:18 Australia/Melbourne) : I have to be honest the only follow up I've had is from other customers so of course I want to try what finally worked for him.
Visitor (10:25:39 Australia/Melbourne) : @Hannah-L@CustomerJohn@Dan_C@RachaelW@AlexRHAfter a year and a half of no reply from Optus techs, I think that I have found out what the problem is. When I had NBN (FTTN) connected and my new modem "Sagemcom F@st XXX AC NBN" installed, the overide code XXX stopped working properly as stated previously. Recently, I had problems with the 2.4Ghz WiFi on that modem and Optus had to replace it (after hours on multiple chats and on the phone, begging and menacing, as always). I got a Sagemcom F@st 3864V3 AC as replacement (looks different than the previous one, it's not sitting flat, but upright), since I have plugged the new modem in, I can now make calls using the XXX overide code to display my number when I choose to do it and it is WORKING. So it looks like that the problem was caused by the modem "F@st XXX AC NBN", so if you still have the same problem, get onto Optus (you will need a lot of patience as always) and get them to send you a new modem V3. And moderators, could you please pass on this info to your "technicians".
Visitor (10:26:09 Australia/Melbourne) : I will try to copy and paste the photos from the post.
Clarissa M (10:26:15 Australia/Melbourne) : We understand Rachael and we would love to provide you all the solution for this case which includes troubleshooting, testing-line test and isolation test
Clarissa M (10:26:30 Australia/Melbourne) : We can also send you the copy of the chat transcript via email
Clarissa M (10:26:38 Australia/Melbourne) : We will request for a new modem to be sent out don't worry
Visitor (10:26:41 Australia/Melbourne) : Old modem / what I have
Clarissa M (10:26:53 Australia/Melbourne) : Are we going to send it to ADDRESS NSW XXX?
Visitor (10:27:02 Australia/Melbourne) : Damn it won't let me paste the image!
Visitor (10:27:45 Australia/Melbourne) : Yes please. I am desperate after two years to finally try something that someone has said actually works.
Visitor (10:27:58 Australia/Melbourne) : That is the correct address is what I meant to say.
Clarissa M (10:28:38 Australia/Melbourne) : I'm sorry as due to system limitation, we will be unable to view any picture or image
Visitor (10:29:45 Australia/Melbourne) : Thanks, I'm so relieved you are sending the modem indicated. I really felt like I was going to lose my mind again! You have no idea what Optus has put me through! Can you see my previously records dating back to XXX?
Clarissa M (10:31:38 Australia/Melbourne) : You're welcome. The order has been processed for the free modem replacement, order number XXX-269743.
Clarissa M (10:31:44 Australia/Melbourne) : No need to send the old modem
Clarissa M (10:32:12 Australia/Melbourne) : Yes, we can check for your records for the past 2 years
Visitor (10:33:11 Australia/Melbourne) : Thanks so much, that is a huge weight off my shoulders. If you can see how long the contacts are you might imagine how genuinely distressing it has been! No one has that amount of time.
Clarissa M (10:33:18 Australia/Melbourne) : Would you still want to escalate this case to one or the senior resolution specialists or wait for the new modem to arrive and try it first?
Clarissa M (10:33:46 Australia/Melbourne) : We understand that your time is very important and I apologized if you have spent a lot of your time contacting us.
Visitor (10:33:50 Australia/Melbourne) : No let's try the new modem since that's the only thing I've heard may actually work.
Clarissa M (10:34:00 Australia/Melbourne) : We'll make every effort to resolve this concern as soon as we can.
Clarissa M (10:35:13 Australia/Melbourne) : I just want to make sure that I have answered your inquiries on our first chat today or is there something else I can clarify for you?
Visitor (10:37:24 Australia/Melbourne) : Yes, with the new modem hopefully it can be set up and work properly and I have no further enquiries for today - other that getting a copy of this chat emailed to me. Thanks so much for that
Clarissa M (10:38:47 Australia/Melbourne) : My pleasure assisting you Rachael . I'm glad that I was able to assist you on our first chat today. Have a great day ahead and take care.
Auto-Generated Message (10:40:33 Australia/Melbourne) : Solution Type: "UDE Chat"
Auto-Generated Message (10:41:38 Australia/Melbourne) : Solution Type: "UDE Chat"
Auto-Generated Message (10:41:51 Australia/Melbourne) : Solution Type: "UDE Chat"
Clarissa M (10:42:46 Australia/Melbourne) : Since I haven't heard from you for some time, we'll end this chat soon. Please click to chat with us again if we can be of further help.
Visitor (10:43:38 Australia/Melbourne) : Yes just email through the chat transcript and then end the chat. Thanks
Clarissa M (10:44:02 Australia/Melbourne) : May I have the email address where to send it please?
Visitor (10:44:40 Australia/Melbourne) : email@example.com
Clarissa M (10:45:04 Australia/Melbourne) : Thanks. You will be sent a copy of the transcript via email once the chat has ended.
Auto-Generated Message (10:45:14 Australia/Melbourne) : Solution Type: "UDE Chat"
@RachaelW I feel your pain, I had sooo many similar chats as this one with Optus on the same and different issues, took a good chunck out of my life and patience.
@fcd don't believe them, they lie to you when they say that you will be notified, and "high priority" means "no one is working on the problem", you will soon learn the Optus linguo, "we will call you shortly" means "we won't call you at all" and "valued customer" means "we really don't care if we loose your business because we have hundreds of thousands other customers".