So Optus have sent me two letters asking to pre-register to convert my cable service to NBN. I am on Optus cable now, and NBN will be available at my address in the next 8 weeks apparently. The two letters direct me to http://optus.com.au/mycable. This site makes it clear that this is a pre-registration for NBN and the service will be converted once it's available "Optus nbn™ is coming to your address soon." and "I agree to switch all accounts in my name to Optus nbn™ when it becomes available at my address."
When I attempt to register using my service name, it comes back and throws:
Oops! We're unable to locate your details in our system. Please check you have correctly entered your number. If you're a new customer, it may take up to 48 hours after activation for your details to be updated.
Interestingly it converts the service name to my account number after I hit submit.
I had the most useless conversation with a chat agent, who insisted I can't pre-register for NBN and that I have to wait until it becomes available. She was completely unwilling to assist and didn't understand I am trying to follow the instructions to pre-register to automatically convert my cable service to NBN once it becomes available. She told me the site is to register only once NBN becomes available.
Anyone else have this issue?
Frustrated cable user.
Hey @yscrwdaus010, sorry to hear that you've had this kind of trouble
Were you still needing a hand with this? If that's the case, we can help out! Please PM me with your account number, full name and DOB for ID purposes and we can take a look.
i have the same issue except that i get the meesage saying "Oops! We're unable to locate your details in our system. Please check you have correctly entered your number"
have spent almost 2 hrs trying to work out all these account login etcc. Even chat to Optus has done nothing
anyone had any luck with getting their problem solved.
Hi @caldat, I'm happy to run through some options with you from my end.
When you get the chance, drop us a PM with your address details.
We'll let you know when to expect NBN to make its way to your area as well as what sort of access technology will be used to deliver NBN to your home.
I'm having the same issue. The best the chat agent could come up with is "NBN is not available to you yet". I then made the mistake of actually trying to explain that it was a pre-registration so of course it was not available yet. Needless to say the conversation went nowhere.
It amazes me that Optus would go to so much trouble to pre-print a call to action letter with my details, post it, then pay for someone to chat with me without informing them of the communication I am responding to, and having no fulfillment system to capture the action that was requested. What a waste of time and money.
A few other ISPs dropped call to action letters in the box too. I wonder if they work?
Sorry to hear about your NBN Pre-registration website issue and experience via Live chat @dzz. I can definitely look into this for you. Just PM us → here your address details to proceed. We'll let you know when to expect NBN to make its way to your area as well as what sort of access technology will be used to deliver NBN to your home.