Fetch Activation Code

[SChar]

Sorry for the rant but Ive had continually NBN and Fetch issues for over a month now and while Optus process the forth Fetch Mighty replacement box in 5 weeks (1 of which was 2nd hand and FILTHY \ Sticky when being unboxed), ive requested a Fetch Mini ive had in the cupboard for a year be activated (kids have been without TV for a month 😞 ) but for the last 4 weeks im continually being told by Optus support to "wait 4 to 8 hours" despite telling them i still havent received the activation code. Ive tried to search this on the Optus support page which says the following;

"Get your code online

You can register your Fetch box or retrieve your activation code in  My Account:

• Log in to My Account > Under Your Services > Select Fetch
• Your activation code will be displayed, otherwise select Register and enter the serial number located at the top of the Fetch box"

But nowhere under services does "Fetch" appear (not even my primary Fetch box is appearing) and there is no "Register" button.

Ive raised 2 seperate customer relation tickets (the first in March) in an attempt to get this sorted and still nothing.

Is it just me going crazy or has Optus' customer service really gone down? Im really questioning why im paying so much when this is the level of customer service / support a 20+ year customer is provided.

Is anyone else experiences such poor customer service? 

[Ray_YC]

No need to apologise for having a rant, SChar.

Pretty understandable after reading your post.

If you have the latest version of the My Optus app, it now has the Fetch Activation code there.

Otherwise I'm afraid we don't have access to customer accounts here on our public forum.

Have you been contacted by a Customer Relations team member? If so, what's their name?

If you have a social media account, please then send a PM to Optus on Facebook or a DM on Twitter  with the details for further assistance mentioning you’re unable to use the My Optus app.

[SChar]

Hi @Ray_YC ,

Thanks for your prompt response, yes i did receive an email from a case manager on April 18 to which i instantly replied but since that time I haven't heard anything. I dont want to name and shame on a public forum but i would happily discuss in private. Is there a way i can contact you directly? 

Further to my rant, i manager to get a technical support person this morning who mentioned my order is "stuck in the system" and is required to be escalated to the "backend team" which will take a minimum of 48 hours. I cant understand why so many issues keep occuring?

I have 3 young children who are currently being homeschooled due to COVID 19, we run a business from home and we have had intermittent NBN and NO TV for a month.  I honestly cant believe it still ongoing.

[Ray_YC]

I'm afraid we no longer have the private messaging feature here. If their first name isn't a common name I should be able to easily locate them in the staff directory. I can't give you an explanation for the system errors, it unfortunately happens from time to time.

[Robin-Truckie]

Ditto on your complaint. Keep giving me old activation number for failed fetchbox. Will escalate, dedicated customer service, activation team working on it and they come back with old activation code. Each box as stated in the Fetch page of APP a unique number for each box. Now that would be in a data base, why so hard to give the correct code.  SAme questions , want read all data on chat line. Get back to you this afternoon, and now the weather is being blamed.

Need an answer.

[Jono_YC]

Hi @Robin-Truckie it's not great to hear that you're having issues activating your Fetch service.

If you’re still needing a hand, we recommend messaging us via the My Optus App. Our team is available 24/7 and are ready to assist customers as quickly as possible.

We're also available to assist via Social Media. Please send us a private message to Optus on Facebook or a DM on Twitter with the details for further assistance.

[Robin-Truckie]

last message from Chat was it was being pushed thru to activation team. There is something wrong with their systems taking 4 days and still no answer. We live in the electronic age.