After letters telling us we must switch ( from decent cable) to NBN we got this installed a fortnight ago. From then we've had no phoneline ( causing our elderly parents distress) and the internet drops out all the time & when on is significantly slower than our Optus cable.
As I work from home this causes great stress, lost productivity & loss of income.
Ive tried to speak with the call centre and after much conversation all that was offered was to reset the modem with a paper clip as they didn't see any faults and they would call back in a week. Also, no solution on the phone line apart from try another phone.
I'm really disappointed. Any advice? Optus are usually really good service over 10 years of being a customer...
Really sorry to hear that you've had so much trouble with your service since it was installed - are you able to send through a PM with your account info, full name and DOB so we can take a closer look?
I have also had NBN for two weeks. Was super excited because internet has been so poor in this area. I have a similar experience - random drop outs to the point where I am now back hooking all my device up to my Telstra iPhone as a hotspot. Support for Optus has been as far away from customer friendly as you could possible make it. I gave up on chat - but getting to a point where I can get some action is a maze. However, the billing system is super efficient. I hope Optus will be swift to cancel. My account when they ultimately fail to deliver a decent service.
Hey @Weighty - this shouldn't be the case at all, terribly sorry for the run around.
Do you have any fault reference numbers we can look into?
Hi @Powellies, I've just replied back to your PM.
Sorry I haven’t. It is still very poor. I try and watch TV through series that I have bought on iTunes and randomly the internet just disconnects. I then have to go power cycle the router (I also disconnect the cabling for good measure) and all comes back. Very frustrating and not the service I expect to be paying for.
@Weighty Totally understand why you'd be feeling this way 😞 We can definitely run a few tests on the service and check for any issues that could be to blame.
Please PM me with your username/account number so we can check it out.