Hoping someone from Optus can help me look into resolving this - astounded at Optus telephone support who on 2 occasions have suggested to look elsewhere.
Currently have a $90 Cable Broadband and Fetch TV account with complementary speed boost to 100mbit. Our area has been told to transition over to the NBN, which utilises the same HFC cable currently coming into the house. Have spoken via Online Chat and Telephone support, and have been told to get the exact same service I currently get for $90, I would need to pay $120 p/month. When I argue the fact that it's the same service, simply a name change, I get told things such as 'it's a new technology', or 'if you sign up for a new 24 month contract, maybe the rentention team might give you $5 off' (maybe!), or 'there's nothing that can be done. Either downgrade or pay more.'
The worst part? 2 times now I have been told by support staff to look elsewhere. I hope these calls are being monitored by management and are reeling in horror at their staff telling customers to go elsewhere. Especially someone who has been a loyal customer of Optus for over 10 years.
All I want is simple - to move to the NBN, to recieve the exact same service I'm paying for now, with the same speed and features. I don't want to downgrade, and there's no upgrade in terms of technology. Is any Optus staff on these forums able to assist?
Except once moved to NBN optus has to pay NBN for your service, they no longer own the physical cable.
NBN charges more therefore Optus has to pass these charges to you.
NBN prices are set by NBN/Fed Gov and are out of the control of Optus.
Sure, understand that Optus is now a retailer rather than a wholesaler, however other providers are offering the same package at same or cheaper. I don't want to move providers. I don't necessarily want to pay less. I'd like the same package I'm paying for now, and I'm sure Optus could make this happen, rather than losing my business.
If you find it cheaper then sure - you can move.
At the end of the day, margins on NBN services are razor thin and there is very little wiggle room.
What does your current Optus Plan provide e.g. fetch tv, phone, calls etc?
Not Optus staff.
Youhave been one of the lucky customers receiving high data speeds on cable.
Do you need 100mbps as most household can manage easily on Optus 40mbps?
I have recently migrated from ADSL to HFC and been impressed with constant speed without dropouts and perfectly adequate for a a 2 person household with the occasional grandchild streaming most of our entertainment needs. I am in the $90 plan which includes fetch with a discount of$10 because I have an optus mobile plan.
If you are interested I have a blog regarding my migration on this forum.
Hi all, appreciate all your comments - but they're starting to veer off course.
- I wish to remain an Optus customer
- I have a 100mbit Optus Cable connection with Fetch TV / Entertainment pack for $90
- I have multiple mobile services with Optus
- I need to transition to the NBN, as everyone is required to do so
- I simply want to transfer the account from 'Optus Cable' to 'NBN' - the service and everything I'm currently recieving stays the same
- Why should I pay an extra $30 for what is essentially a name change?
A simple metaphor is this - I've been getting a loaf of bread for $90. Now, if I want to keep getting that loaf of bread, I have to pay $120, or, recieve half a loaf of bread for the same amount. It might seem small, but it's $360 additional over 12 months!
As well, Optus trained chat and call support staff have told me to look at other providers. When your staff are actively encouraging customers to leave, that's a problem. Not only would I take my cable/NBN service equaling $1080 per year, but I would seriously look at taking my mobile services away which are nearly $4000 per year, and recommending to all clients and friends/family to stay away from Optus. All over $360 dollars.
C'mon Optus, do better.
Accept in this case another company now owns the bakery and put up the prices.
Its not just a name change, it went from a 100% optus delivered service to one where Optus now has to pay someone else to deliver the service to you.
They wont use the existing Optus connection but will use the Telstra HFC one of there is one.
NBN charges for "speed packs/tiers" ontop of its base product, so someone has to pay.
@radio1one- You are voicing a complain that can only be answered by the Federal Government. It is they who have foistered the NBN on us. I believe that most citizens would agree that it is a desirable upgrade; I have been connected FTTN for 2+ years and consider it to be an essential service. However, everyone faces the same problem - it costs more - and there is very little we can do about it. I would like to see better scrutiny by parliament, but that doesn't seem to be happening. You really shouldn't blame Optus.
I am in process of changing from 100/40 to 50/20 plan. I believe that few users really need the higher speed connection. The only reason I selected it in the first place is that I wanted Fetch TV and it was my only option. My advice is to go with the 50/20 option and decide if you really need the higher speed after evaluating it.
There are lots of claims about cheaper plans, but I have yet to find many, or any, credible alternatives. The Optus $90 plan is very competitive.
If support staff are suggesting you go elsewhere, that should be unacceptable. I hope someone has taken note.
Im a 20yr Optus customer and due to NBN introduced by the government im forced to change from cable to NBN. This is also due to people complaining about slow internet in Australia so to make it clear its not any providers fault for the change or costs its the public demand and government fees.
Now this is not just a name change unless you change provider its a service/tech upgrade like your Tv changes often or the connections from Aux to hdmi or a different model car. point is nothing stays the same if you want better.
Now you are getting 3-4 times faster internet service compared to your cable connection which should give you faster response time. Streaming will be smoother when watching movies or sports as will zoom meetings. Thats what your paying for a faster service then what you have now.
Yes theres the arguments the government used cheaper NBN options to meet the demand but it is better still then cable.
Iike you i dont really want to change from cable as ive not had any issue with it for 20yrs and we run 7-8 items at one time via wifi throughout the house. But the cable is going to be removed so will have to upgrade to NBN.
Now a friend of mine does installs for NBN majority optus and this is his recommendation which may put your mind at easy.
I advised him of my situation and that I dont want to lose the quality i have now via cable so he advised to try the standard 50/20 offer would be fine to run what I use now at a cost of $75 - $90 per month currently i pay $90 on cable.
Now what he suggests is to look at the upload as thats what will make the difference not the download (the 50/20). So for $5 or $9 more per month you can get 100/20 not paying $130.
Now the other major thing that will make a difference to your NBN speed is where the pit is located. This is going to determine your speed and which package you need to pay for.
If you a re lucky to have a NBN pit in front of your house youll get direct feed from the pit to your house therefore may only need to pay $79 per month as its "direct". However if you dont have a pit it may have to be connected 1k away or more (up to 4k max) to get NBN connected which then affects the speed as its further away. Theres technical terms for these two connections you can look it up it skips my mind at this point. So that said you may need the higher priced service to get the speed up.
This is why you may hear people say NBN is crap as there is no direct connection to their house from a pit out front.
On another note anyone with foxtel needs to get it changed to a dish before changing to NBN or you will be without foxtel as no longer are optus or foxtel using the same cable connection they are now stand alone.
Not much will change in your house regarding the set box or cables but they will outside as the cable from the pole to your house will be removed i think by 2021-22.
Eventually the set box will go to and everything will be app based via smart tv which some people already have. So youll be forced in the future to review how you watch any tv or which provider you are going with. The pain is everyone is being flooded with subscription to providers just to watch a show you may be interested in but lets face it how many of us can afford to subscribe to the many providers out there. The customer is missing out due to everyone going for the money grab no different to the foxtel vs optus war only now theres so many other players.
So in summary check where your pit is outside and then choose the lower package. after 4 moths see if you need to upgrade as the first 2 mths optus give you a 2mth bonus at high speed for joining them.
Also on my research optus provides the best speed option but its minimal compared to other providers. dont lock into a contract so you can jump around.