Optus Reviews 2,455

I had a great experience with Optus customer service. Rebecca Bagnara from the remediation team handled my complaint very professionally and with genuine care.
She resolved the issue efficiently and quickly.
I am satisfied with the support I received and appreciated the way she followed through.
Definitely, I will recommend Optus to people around me, and I gave their customer service 7 stars!

Thanks, Rebecca!

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.

EDITED TO ADD: It has now been another week and a half with a new case manager and again being told I could go into the store and get a new phone, I went in and about an hour and a half was told they couldn't do it. I have called the case manger another two times with no response after 6 days! And just spent 4 hours on the chat online with nothing done but the same thing over and over again with clearly bots that are pretending to be real people. I'm done with this terrible, useless company!

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.

The call centre agent did the OPPOSITE of what I asked for. I have since spent several hours on the phone and in the Optus store to resolve the issue, with no success.
Their inability to resolve a simple mistake (made by them) is astonishing. They don't care about their customers.

If you voluntarily stop the service, they refurbish your old number immediately after deactivation, you have to get a new number and they don’t tell you any of this. Customer service is abhorrent.

Optus promised me:
“$5/day roaming, 5GB data, unlimited calls. Works overseas.”
Sounds delicious, right?

Day 1: Works.
Day 2: Works.
Day 3: Poof.
No internet. No calls. No SMS. No signal. Just me, my phone, and existential despair in South Korea.

Fun fact: in Korea, you can’t just walk into a shop and easily get a local SIM with a proper local number. So when Optus dies, you’re stranded digitally.

After hunting for Wi-Fi like it’s water in the desert, I contact support.

Me: “Hi, I’m in Korea. Your roaming is dead.”
Optus: “Yes, we have technical difficulties. Please try again in 24 hours.”

Twenty. Four. Hours.
In a foreign country.
With no phone.

Outstanding customer experience.

So yeah — if you’re planning to travel and rely on Optus roaming… don’t.
Bring another SIM, eSIM, carrier, carrier pigeon — literally anything else.

There is absolutely no point paying Optus premium prices when you can get the same (or better) service from a $10 convenience-store SIM or third-party provider that actually works.

Optus charges like it’s selling you a Rolls-Royce —
but delivers a scooter that needs pushing half the time.

⭐ Rating: 1/5 — Would not recommend, unless you enjoy digital survival challenges.

I never write reviews, but that’s how bad my experience with Optus Internet has been. Optus is without question one of the worst internet providers on the planet. I lose internet every few days, to the point where calling Optus has become routine. Imagine paying for an internet service that regularly provides no internet at all it’s honestly ridiculous. Every outage leads to the same useless “troubleshooting” script that never fixes the problem. No real solutions, no accountability, just endless frustration and wasted time. If switching providers wasn’t such a hassle, I would have left Optus a long time ago. That alone should tell you how bad this service is. If you’re even thinking about Optus, don’t. Save yourself the headache and avoid them at all costs.

I have been an optus customer for more than 20 years.
I am in the middle of a business change and told them the direct debit account is closing - the new one isn't open yet, but I paid the full monthly amount via bpay, please apply it to necessary accounts.
"No."
Um. WHAT?
"One bill is direct debit"
I know. I just told you I'm changing bank details so I put this month in bpay. Apply the credit to the other account.
"No"
.... are you actually fng JOKING??!!!
"there is no way"
THERE IS ABSOLUTELY A WAY!!! GO TO THE CREDIT ACCOUNT AND PAY IT TO THE DEBIT ACCOUNT!!!
"No"
...

This is the absolute stupidest interaction I have ever had with any biller .. not just telco .. any organisation that takes payment from customers. It is so vastly fucktacular stupid that I am leaving. Holy living shit.
"Take this money" - no. "Um .. I've ALREADY PAID IT!" .. no.

Got a prepaid sim, I had to give, them a cc to active it I then purchased a yearly advantage plan..... every 7 days they keep charging me $13 because they are unable to see the yearly one on that number.
they will not accept my IDs as verified (passport, vic boat and Medicare)

The app is useless no accounts linked well they keep charging for something looks like its tioonline (ombudsman) time and charge back I do not want to drive 80km to a store.(That is the solation while they keep charging me)

Dealing with them is worse than a colonoscopy, at least its necessary.

Does not allow people to pay off phones or watches in a lump sum after paying off the watch and phone for half the contracted time. Absolutely ridiculous.

Customer service makes promises but never delivers
Review:
My experience with Optus customer service has been extremely frustrating and disappointing.
Every time I call, the agents promise that they will fix the issue or call me back. They say, “We will take care of it” or “Please wait, it will be resolved soon.” I wait for days, sometimes weeks, but nothing actually happens.
Instead of real solutions, I only receive excuses and false assurances. Different agents give different information, and no one takes real responsibility. After many calls and long waiting times, my problem is still not properly resolved.
Because of this repeated behaviour, I no longer trust what their customer service says. Their promises mean nothing if they are never kept.
Optus seriously needs to improve:
Honesty and transparency with customers
Proper follow-up on promised actions
Accountability from customer service staff
Respect for customers’ time
Based on this experience, I would be very careful before choosing Optus.

As a long time customer I found out last week that a staff member created a fraudulent contract in my name with two different scanned signatures, all to get money out of me and another sale for him, I feel sick, spent two hours last Friday on a chat line where again I was gaslit by three different people from and overseas call centre who didnt want to speak to me.

This review is for Optus’s mobile phone network and related services. Their coverage is terrible, and I have decided I will never use their mobile network again.

Today, I initiated a request with another provider to port my number out of Optus. As usual, Optus’s system conveniently stopped working, which they claimed was due to “planned system maintenance.” What a lie. If it was truly planned, why were customers not informed in advance?

Because of Optus’s system failure, my port-out request was rejected. I was then told I had to wait 72 hours to cancel the failed request before I could start the entire process again. This is completely unacceptable and shows just how poorly their systems are managed.

To make matters worse, I contacted Optus phone support twice, and both times the support staff were extremely rude and unhelpful. It genuinely feels like customer service was outsourced with zero training or accountability.

Overall, this is shockingly poor service from a major telecom provider. I am extremely disappointed and frustrated with Optus.

Constant lies, crap and scamming.

Cancelled the nbn service today. Network upgrades in the area in last year have led to many dropouts. Called for support to be told I have a case manager and they are the only one who can correspond with me. Requested they contact me several times over the past three months and nothing

Absolutely disgusting company that tries to pressure you into recontracting instead of issuing refunds for a faulty device (samsung confirmed it). They do not act within the law or respect your rights under Australian consumer law. One of, if not the most disgusting useless companies in Australia.

Never ever trust this company. They over charge cut the service when ever they want, provide zero customer service and when we tried to leave or cancel they keep charging and when we spend hours on the phone the management state emphatically they will not do anything to help. So now we are out of pocket and they stated they will keep taking money out of our account and there is nothing we can do. We have moved to another provider and Optus is going to keep charging even though one of the services we havnt had for 2 years.
If you want your account emptied go to Optus. We are now having to report to the bank that any further monies removed by Optus is a fraud.

Bought their mobile broadband product, kept dropping out, after I was told we had great coverage. Since I was under contract I migrated to Optus NBN. During this I spoke mutliple times with a customer service agent to ensure this would not result in double billing, and when NBN was activated my broadband would cease. I even got this in writing via text message. Surprise surprise, double billed and of course can't get ahold of anyone to fix this. Just awful.

MISSION: IMPOSSIBLE (120 MINUTES AND STILL ONGOING, THAT IS WILD)

First of all, you do not even deserve one star, dust!!!!! They help me pray. I pray to God to end this suffering. I am so serious.

I bought home internet from OPTUS. I told them I would be moving to a new home, so they should send me the modem on my moving day. Their super intelligent customer service arranged the delivery ONE MONTH BEFORE my moving day, so surprisingly I could not receive the modem because I was not living at the new address at that time.

I called them, and they apologized and told me that I needed to call again to arrange a new delivery. Even though it was their fault and they could not make a new order themselves, I still had to remind them about my own order. Take your B12, OPTUS.

Today, I called them again to tell them that I need my modem because I am now able to receive it. Fifteen minutes on the phone with no answer, so I used their app and sent a message.

Let me tell you something. At that point, I felt like I was in a psychological test, like an experiment or something. I talked to five representatives, explained my situation, and all of them told me the same magical line. THIS IS NOT MY EXPERTISE.

Sending a modem, what a complicated job. They also did not understand my situation at all.

Horrible, unstoppable suffering. I pray to God for mercy, because OPTUS CUSTOMER SERVICE WILL NOT.

I am extremely dissatisfied with Optus service. I requested an address change over a month ago and was clearly told by your staff that it had been updated. However, my address is still incorrect on my account and phone bill.

Because of this mistake, I am unable to use my phone bill as proof of address, which has caused serious inconvenience and disruption to my daily life. This issue exists entirely due to Optus’s failure to update my details correctly, despite confirmation.

This level of service is unacceptable and has caused unnecessary stress. Optus needs to take responsibility and fix this issue properly.