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jeepers
Contributor
Contributor

Any one else get the spam email from nbn

Two days ago I got an email purporting to be from nbn.co. telling me I was entitled to be ompensated for my previous dismal nbn speeds.and that I could exit without penalty and I could get some sort of compensation. The thing I found disturbing is that it had all my Optus account details and even my new nbn speeds. I have sent it to the hidden for them to investigate it. 
It also told me I could go on the 100/20 speed pack for no extra cost. Me thinking it was genuine spent the last two days trying to ring *****and all I got was the Optus canned music.

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8 Replies
Nard_YC
Moderator
Moderator

Re: Any one else get the spam email from nbn

Hi there @jeepers. Thanks for posting on YesCrowd. 

From time to time we do reach out to customers regarding their NBN speeds. As per ACCC requirements, Optus must proactively monitor and correct variations in nbn™ speeds promised on the customer’s plan versus the maximum attainable nbn™ speeds.

Affected customers who can’t receive the speeds they were promised will receive a letter or email outlining the situation and their options. Customers are prompted to inform us of their selection through calling our specialist agents within Optus on 1300 478 249 or via a web form (which should be included in the letter/email).

Note. Submissions via the online web-form cannot be altered. If a customer selects ‘Speed Pack Change’ or ‘Do Nothing’ online, they will not be able to call Optus and change their choice.

If you need assistance in verifying the legitimacy of the email you received, please send a PM to our official Optus Facebook page or Twitter page and the team will check this out for you.

----------------------------------------------------------------------------------------------------------------- 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.

YetAnotherAcc
Respected Contributor
Respected Contributor

Re: Any one else get the spam email from nbn

Was it from NBN Co. or from Optus?

NBN Co. should not be contacting you directly as you are not their customer, you are Optus' customer.

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jeepers
Contributor
Contributor

Re: Any one else get the spam email from nbn

From optus
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MrPatt
Occasional Contributor
Occasional Contributor

Re: Any one else get the spam email from nbn

Its quite legit and from Optus, however don't get your hopes up of anyone answering your call!
Todays high score so far 5 hrs on hold.

First call I managed to get through I was told to wait a month on the new plan then call back,
waiting, waiting........

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petergdownload
Honoured Contributor
Honoured Contributor

Re: Any one else get the spam email from nbn

Its not spam. Optus are legally obligated to share report that information.

However Optus are not legally obligated to pick up the phone.

You are legally entitled to get about 80% of your NBN speeds. If Optus have been giving you less then you can get compensated. Switching to another 100 Mbps package isn't going to fix the problem if you aren't getting 100Mbps now.
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jeepers
Contributor
Contributor

Re: Any one else get the spam email from nbn

My speeds are fine now I have been put on a Micro Node. 117/47Mbps. I was told by an Optus CSR that because of my dismal previous speeds I could go on the 100/20Mbps speed pack for no cost as compensation. ( I am currently on 50/20Mbps ).

All I want to know is if this is the case,but all the Optus CSR’s I have spoken to say I have to call *****and that is the problem it never gets answered. 

I have had this escalated and I am waiting for a call from the Optus customer relations people 

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Nard_YC
Moderator
Moderator

Re: Any one else get the spam email from nbn

@jeepers Sorry to hear about the trouble you had getting through to that team. If you've had a case raised with our Customer Relations Team, a Case Manager will be assigned to you and will arrange contact with you as soon as they're able to.


They're our highest point of contact so they'll be able to assist further with this. If you need any further assistance please don't hesitate to send a PM to our official Optus Facebook page or Twitter page and the team will follow this up for you.

----------------------------------------------------------------------------------------------------------------- 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.

jeepers
Contributor
Contributor

Re: Any one else get the spam email from nbn

It’s ridiculous that it’s got to this stage. A simple answer to my query. But having to phone a number that is never answered or any other Optus CSR cannot or is not allowed to answer is bordering on being Ludicrous.

And I shall say so to the CRT when they call me.