When the installation technician doesn't show up on the scheduled date ..

[pborg]

I recieved the confirmation email - 9th October between 1:00pm and 5:00pm.

The technician never showed - nor did I recieve an email/phone call etc.

Whats the recommended process here?

Stay on hold for 1 hour +
Just wait ...

There doesn't apepar to be any ANY assistance method for this ...

[pborg]

I answered my own question. 

1) Call the General Optus Enquiries line - hop through the mind-numbing automated call routing (5 numbers in total)
2) Have them call you back an hour later - cause who wants to wait 30+ minutes (I'm not sure why my bill can't be due to 30+ days)

3) After numerous disingenuous apologies and blaming other parties (NBN Co), re-schedule your appointment for another 2 weeks later.

.

.

(I could go on but I'm boring myself)

Great service Optus! Awesome that I had to call you to find out why the technician didn't appear. I also have my mobile service with you - or didn't you know .... you're on fire .. 

[Steph_C]

Really sorry for the poor connection experience - completely understand how frustrating this would be! To clarify -  are you now waiting for that rescheduled appointment? If so, please keep us posted with how you get on and whether you need a hand with anything in future.

[pborg]

Thanks for the response Stephen. 

I have rescheduled the appointment for another 2 weeks.  

I read the news and talk to friends about poor experience "in general" with NBN - some of which is not Optus' fault at all, however, had I been treated like a human and called prior to the appointment to explain there's a complication and we need to reschedule, I probably would be praising rather than criticising. Optus customers really deserve better. 

I haven't even got to the point yet of having a poor connection speed to complain about ...  

Paul. 

[Steph_C]

Totally get why you'd want that - apologies again for the lack of communication, do let us know how the appointment goes and if you need assistance with the speed afterwards, we're more than happy to help. 

[pborg · Accepted solution]

(and apologies for the autocorrect Stephen, Steph 🙂 )

[Steph_C]

Hahah - you'd be surprised how often that happens 😛