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Occasional Contributor sunnybee
Occasional Contributor

NBN dropouts and no services delivered

Hello all, 

 

I saw a lot of complaints about NBN dropouts. I had NBN installed 3 weeks ago and had dropouts a couple of times everyday ever since, so the current solution is setting a timer to restart modem once an hour. 

 

When I reported it to Optus via online chat on Monday, it was said a back end technician team would contact me in 24-48hours, nothing happened in 48hrs, so I did chat again on Wednesday and was given another 24 hours, while I did the 3rd chat after 24hrs, it was said I would get a call within the day, still nothing happened, now it's close to the end of the third 24hours, no one from Optus tried to contact me even after I said I would not pay the bill. 

 

During my last chat with customer services, I asked for manager's number, the guy answered that they would not share the number, I then said I would go social media instead, and was given a link which was obviously useless with the general phone number and a post address.

 

Has anyone experienced such? Please reply to show me that I am not alone. I have other properties with NBN scheduled in Nov, for sure Optus will not be an option by any means. 

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RetiredModerator Toomey
RetiredModerator

Re: NBN dropouts and no services delivered

Sorry to hear of the run around you've had to do for support. Have you been provided with a fault reference number?

 

If you send me a private message with your account number, full name and DOB, I can review the notes and chase this up for you.


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Occasional Contributor sunnybee
Occasional Contributor

Re: NBN dropouts and no services delivered

a bit of updates from an angry customer.  OPTUS, if I don't get an quick anwer on my fault report 17347696, the contract will be cancelled!

 

Following what happened 10 days ago, I had a call from optus on Friday around 5pm, someone in strange accent talked to me and promised that he would chase it up with another team. 

 

Saturday the following day, someone tried to call me around lunch time, I left mobile in bedroom and saw the miss call just 2 mins later, I sort of recoginzed that 02 number so called back immediately,  no one was on the other side of the line.

 

Exactly the same thing happened again around same time on Sunday. 

 

Yesterday I was expecting the call, I didn't leave my phone for the whole day but nothing happened.  No one tried to call me any more, so I rang Optus again.  After more than 10mins of "select an option and wait", I eventually talked to a real person. A big suprise! I was told my report was closed because I didn't take the calls.  Can Optus please tell me, why I waited for more than two weeks and you couldn't wait for a weekend? and why a costomer should expect your calls on a weekend while I should be having lunch with family and leave phone behind?  Anyway, I guy I talked to agreed to reopen the ticket over our conversation and promised me another 24hrs.  

 

It became a little mysterious since the report was closed without us notifiied, the internet connection became even worse. We did dropouts in the past but whenever it was connected, the speed was ok. It wasn't the case yesterday, the connection was completely down even after manual restart of the modem, it was on and off the whole day and we did speed test, showing download less than 6 (we're paying for the plan of 25).  

 

I assumed someone changed my plan profile when closing the case, so instead of waiting patiently for another 24hrs, I contacted optus 2 hrs earlier. An even big supprise arrived, the guy I chatted with explained why the case was closed and pointed out it was a "non service impocting issue"! I was given the words "As mentioned in the report this is a non service impacting issue and needs to be logged as a service request and hence need to call the Customer Care Team on 1800 687 626 - Option 1 (Question) / Option 2 (Complaint) and lodge a complaint that the NTD is overheating and requires replacement."

 

I was completely over it. So all those people at Optus I talked in the past were liers.  I was promised more than 5 times that a technician would contact me for appointment, and after 3weeks, the last person said I didn't get to the right place!!!

 

I could not be more patient to explain the whole thing again and the overheating box was just a non-tech customer's assumption, from what happened it may be caused by other reasons, and I begged a technician to come. Therefore I was given another 24hrs, the 6th 24hrs. 

 

I have printed the whole conversation from today, if no one pops up this time, that will be my evidence to say bye to Optus without paying a tiny cent. 

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RetiredModerator Toomey
RetiredModerator

Re: NBN dropouts and no services delivered

Sorry to see this is still on-going! Your fault ticket says another incident has been escalated to a specialist NBN team who will be in touch on the mobile number provided. Feel free to get in touch any time you need us to check the notes.


__________________________________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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