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Dan_C
Retired Employee
Retired Employee

Re: Help for Order Delivery, Activation and your First Bill

Ah, that's really frustrating @Deb65.

 

It sounds like it may have been sent to the old address in error? I'll go in and confirm whether it's been sent. I’ll ensure its sent out to the correct address.

 

As far as the fee is concerned, leave it for now. I'll leave a note on the account stating what's happened. Once we've received old set top box, I'll credit the $200.00 non-return fee back to your account.

 

Send us a PM with your account details. I'll need your full name, DOB and account number. 

I'll get back to you as soon as I can.

 

http://yesopt.us/pmdan

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Emiliano
New Contributor
New Contributor

Activation Fetch TV for non members

This is ridiculous. Got the fetch box today because of the streaming issues. But guess what, I cannot activate it and nobody from Optus can help me. Somebody from the chat "transferred" me to some other people but nobody answers there. I cannot stay hours on teh phone.

Pathetic Optus ...

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Ev_
Super Contributor
Super Contributor

Re: Activation Fetch TV for non members

Hi @Emiliano, I'm sorry to hear about the activation issues. If you can send through your account details through a private message - full name, DOB and account/order number, we can take a look into this for you.

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DK0987
New Contributor
New Contributor

Re: Help for Order Delivery, Activation and your First Bill

Hi,

 

I'm trying to get my number ported from Virgin to Optus...

 

On 19/06 6:30pm I contacted Live Chat to activate my new sim and port my new number. I was told to wait 24 hours.

On 20/06 7:00pm I was told by Live Chat support to wait another 24 hours for the porting to complete - apparently the service wasn't activated correctly the first time.

24 hours later on 21/07 7:00pm, I lost my Virgin service - but did not have my Optus service activated. I contacted Live Chat again and was told to wait another 4 hours. 4 hours passed and my Optus service was still not active.

Fast forward to now 22/06 10:00am and my Optus service is STILL NOT ACTIVE. I have NO MOBILE SERVICE AT ALL at the moment...

 

Just trying to understand what needs to be done to get my Optus serivce active? Or do your offshore staff have no idea what they're talking about?

 

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Dan_C
Retired Employee
Retired Employee

Re: Help for Order Delivery, Activation and your First Bill

Hi @DK0987, I'm happy to go in and take a look.

 

We'll see if there's anything we can do to get you up and running. Can you send us a private message  http://yesopt.us/pmdan? I'll need your full name, DOB and the mobile number you're porting in. I'll get back to you as soon as I can. 

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Snoreboy01
New Contributor
New Contributor

Re: Help for Order Delivery, Activation and your First Bill

Hi there.

What help can you offer when the new SIM card is not delivered because they delivered it to some other person?

Also, your current sim card stopes because it is recorded as Delivered by the StrakTrek delivery people?

 

Thank you.

 

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Shauna
RetiredModerator
RetiredModerator

Re: Help for Order Delivery, Activation and your First Bill

Hey @Snoreboy01 - can you please clarify what you mean by what we can offer?

 

Can you please PM me with the order number for the SIM? We'll take a look, however we may need to refer you on to our Sales Support team. 


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Snoreboy01
New Contributor
New Contributor

Re: Help for Order Delivery, Activation and your First Bill

Hi there. I was with Virgin Mobile, I accepted an offer from Optus as part of that, they are sending me out a new SIM. The delivery people claim they have delivered it, however there was no package and they claim no one was home... yet there where two people there at the time they say they delivered it. My current phone has been set to SOS only, so I can't use it to call in and get my current SIM working until the new sSM arrives and I can't call the Delivery group as my current SIM isn't working. Who do I speak to? What help can I get please? Thank you.
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Dan_C
Retired Employee
Retired Employee

Re: Help for Order Delivery, Activation and your First Bill

@Snoreboy01, can you through a private message with your order details? 

Are you the primary account holder: Y/N

Your full name:

DOB:

Mobile number:

 

We'll go in and take a look. If the service is now active, you can request a SIM replacement in-store. They'll get you up and running then and there. 

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PorkBalls
New Contributor
New Contributor

Re: Help for Order Delivery, Activation and your First Bill

I can understand you experiences with Optus on-phone support, where you might start off with an Australian call centre, but then get quickly transferred to the Philippines call centre, then passed from section to section, before being put on permanent hold .... presumably as a means of getting rid of you.  Nobody gives their name and nobody has any accountability for resolving your issue.

 

My major problem related to my Optus Mobile Broadband Account being recorded as invalid, despite the fact that I continue to receive my standard 10GB of data each month together with a monthly bill.  However, because my account was (and still is) invalid I cannot utilise the App, online tools or make changes to my plan on line.  Hence I am at the mercy of the poorly trained mugs in-store.  As of today, nobody at Optus has been able to rectifty this matter.

 

My initial request for help started in the Adelaide Rundle Mall store, they then put me onto Australia service staff, where I was transferred a further 2 times, I was then transferred to the Philippines call centre, where I was transferred a further 3 times before being put on permanent hold until I hung up in frustration some 73 minutes later - and this all happened while I was in the Adelaide store using an Optus store phone!  I think the sheer incompetence of Optus's technical support even surprised their in-store staff.

 

More recently Optus has been charging me $15 month extra for Optus Sport (as useless as it is for the World Cup) despite the fact it should have been included as advertised in my brand new month-by-month contract.  I spent another 95 minutes on the phone to the Philipines trying to resolve this issue where the error was eventually noted, together with a promise to correct it and refund the extra monies already paid.  I even have a confirmatory email to this effect.  Nothing has changed, they keep billing me for Optus Sport!

 

It is now my belief that Optus has by far the worst customer service of any major company in Australia.  If you are unfortunate enough to be transferred to the Philippines for resolution, you might as well give and hang up to save your time.  Instead of 'Yes' it should be 'We just don't know and we just don't care'.  It is a disgrace that the Government, through the Telecommunications Industry Ombudsman, allows this company to operate to the lowest 3rd standards in Australia. 

 

Why do I bother?  Only because they have the EPL.

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