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kubar
Occasional Contributor
Occasional Contributor

upgrading or getting add ons like speed packs

Why do we have to talk to someone whether its an online chat or phone call if we want to change our NBN plan (up or down), add a speed pack??? Constantly sent to the wrong department no one ever reads the conversation prior always have to start from scratch then they transfer you again!!

I tried doing it online but... no need more information, my contract expired in 2018 and this has been ongoing since I joined in 2016...

 

Why do they make it so difficult, if it was for the EPL I would take my business else where, actually I might leave anyway.

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Kartika
Moderator
Moderator

Re: upgrading or getting add ons like speed packs

Hi @kubar, when changing speed packs we need to notify NBNCo as well which is why customers can`t process changes for NBN online. In saying that I have forwarded your feedback to the relevant team for review and future reference. 


Which number did you call for the change? Our direct number for NBN team is: 1300 300 427 - Mon - Fri: 8am - 8pm Sat: 9am - 5pm AEST.


We don`t have access to customers account on this public forum. If you still can`t get through and are having difficulties then please send a private message to Optus on Facebook or a direct message on Twitter if you have social media account with the details for further assistance. 


Kartika__________________________________________________________________________
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.

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petergdownload
Honoured Contributor
Honoured Contributor

Re: upgrading or getting add ons like speed packs

"Why do they make it so difficult, if it was for the EPL I would take my business else where, actually I might leave anyway."

I'm not sure why your speed pack isn't just a toggle option in the MyAccount / App. Like many of the functions already there they are not automated but just send a message to a customer service agent who then acts on the request behind the scenes. No reason any changes to plan speed couldn't be handled the same way. I suspect though that like many areas of Optus, they are made deliberately difficult (or impossible) to make changing things too hard to try and so not saving money or getting better suited value.

BTW the EPL is available separately from Optus for $15 a month. You should be able to find another provider that is $15 cheaper. If you like the Fetch box I also recommend you buy one outright from FetchTV themselves (so you get to keep it) for $300 on eBay.
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kubar
Occasional Contributor
Occasional Contributor

Re: upgrading or getting add ons like speed packs

I did have to call them in the end...all this we can do it on a chat was just to hard, transfer after transfer.
Anyway the good news is that after I explained the plan I wanted to the NBN specialist, who had to research it, I got a jump to 80mb speed unlimited from my 20mb speed unlimited uncontracted for basically the same price!!! Only took 1 hour of my time on the phone constantly on hold...had to remind myself it’s only 2020 shouldn’t be getting carried away with technology 🤨