Review Time
This company is the worst in the city dead internet it’s better to don’t have any internet access then having your shit network. Even if someone says use this internet and I will give you what ever amount you want I won’t because you guys are total disaster why don’t you close your self you stupid company every one know you guys are rubbish why don’t you just shut down having you guys or not having anything is same if I can give negative star for you guys it will be negative infinite please who ever is planning to buy Optus please don’t you will not be happy at all
I visit Australia regularly and have used Optus service until recently. I had had very bad experience with the service staff, once at the Sydney airport and the other time at the retail shop. The staff were rude and I was publicly humiliated by one of the staff at the airport in front of many people. I think the staff at Optus were trained to be rude. I will never use their service anymore.
Everything went wrong before I even purchased the service. The response time is always unacceptable — at least a five-minute delay between every single message. I was asked to verify my identity over and over again, like the previous checks meant nothing.
There was zero understanding of the issue I was raising. Instead of actual help, I kept getting generic copy-and-paste responses that didn’t address anything I was saying.
This has easily been one of the most frustrating customer service experiences I’ve had. The level of service from the Optus support team is beyond disappointing — it’s an absolute mess.
Three weeks after logging the order, the modem still hasn’t been shipped, yet billing has already started. That’s just a complete shit show. Honestly, it’s pathetic and pretty disgusting.
New customer , great they have a good plan , so signed up bringing my own modem / nbn compatible 👌🏼12 months 👍 gave them all my details only to discover that I can’t bring my own modem and if I don’t stay with them for 36 months I have to buy their modem , monthly payments 🤬…………. How desperate are you OPTUS for customers!
Optus esim from shell harbour shop.Didnt have passport so showed uk picture driving licence and were happy to sell to me .When to new zealand for 8 days asked in airport at optus shop re best todo he said I will stop data and buy new sim .Fine come back to Australia and phone locked need put number so go to shop who sold it asking for help and said I needed passport said you sold me one without it on q2 December to which he said I did not and called me a liar so after being asked to leave shop I have no phone due to incompetent management and call centre kept saying we have sent a number to your phone 10 time I say phone is locked so they said we can't help.this is the most incompetent company I have dealt with .
I had a lot of problems with my mobile phone.I went into the Optus store in Parramatta. I was looked after by the manager Sam . He was so helpful , and fixed everything. I am a very happy customer.
Wow omg what can I say . What a joke and they charge me top dollars for internet and the last 2 days I have been on the useless chat trying to get our internet stable . Optus must have egg shells for HFC cable because in the last 10 years it’s been a problem for our business and my kids sometimes have to go and use the library wifi . We have an internet plan of 650mbps average speed and the average on a good day is 159 but last speed test was 10mbps . It seems the internet coming to my house is pretty bad and my neighbour opposite me has the same problem. Unfortunately Optus will never fix this problem and does not hold the skill to do so . This 91% trust pilot score of bad experience and the worst reviews must be taken seriously 😟 please I beg you optus just fix your system and for gods sake get some local support not script readers from overseas. Maybe ask Aussie broadband how there rating is just amazing.
The customer service has been extremely rude and dissatisfactory. One person tells me one thing and I try to action it after his advice. The Optus store employees can't work out how to action it and say they don't speak to the Optus team on the phone so I just have to do it again.
I call and get told my case manager is uncontactable so to wait for his call. He calls me 3 times, leaving a voicemail because my phone doesn't ring. Each time, I immediately call back, two of the times he has gone on a break and the other time he had signed off for the day early. It wasn't til the third call that I had the guy finally work out that my phone had blocked the phone number thinking it was a scam caller which explains why it hadn't rung.
I call another two times and wait 40 hours for the case manager to finally call back! When he does, he is extremely rude, telling me he'd closed my case so what could I be calling for. I explain the store couldn't action what he told me to do. He claims the store obviously doesn't know what they're doing so I'll need to start a new order through the Sales Team. He puts me through to them and they tell me he's wrong and I actually now have to wait about 10 business days before anything can be actioned.
This has been ridiculous!
The on app chat was also very rude to me, claiming that he had called me 3 times without any response from me even after I explained that I'd missed the calls because it was blocked and immediately returned his phone call each time within a minute.
I'm seriously disappointed in such a big company to have so little care for their customers and clearly lacking some training with their Case Managers.
Extremely Poor Service – Prepaid SIM Deactivated Due to Optus Error
I recently purchased a prepaid SIM from Optus, and shortly after, the payment was reversed for no clear reason. This caused my service to be immediately deactivated—even though I had already paid.
Trying to get this fixed has been incredibly frustrating.
Optus Belmont store was absolutely no help; they just kept directing me to call customer service. When I called, my calls were routed overseas, and I received zero assistance. No one could explain what happened, and no one took responsibility for fixing the issue.
I’ve wasted time, energy, and now I’m left without service because of something that was completely out of my control.
Honestly the worst customer experience I’ve had with a telco. Optus really needs to lift its game.
I typically don’t write reviews, but my experience with this internet provider has been so poor that I feel compelled to share. This company is undoubtedly one of the worst in the industry. I lose internet connection every few days, making calls to their support team a regular occurrence. It's absurd to pay for a service that frequently fails to deliver. Each outage leads to the same ineffective 'troubleshooting' routine that never resolves the issue. There are no real solutions, no accountability, just constant frustration and lost time. If switching to a different provider wasn’t such a hassle, I would have left long ago. That alone speaks volumes about the quality of this service. If you're considering this provider, think twice. Save yourself the trouble and steer clear.
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