Optus Reviews 2,455

I would like to leave 0 stars as the unqualified tech assistants have been no help & the supervisors they pass you to are absolutely no help.They assure you the problem will be sorted but after following their instructions exactly I ended up locked out of my account & they couldn't even unlock it!
I spent over 2 hours trying to resolve the same problem l've had for over a year.This was probably my 3rd frustrating call for this problem & they can't resolve it.They are incompetent & so irritating I'm about to try Telstra(who will probably be just as bad)because I don't want to waste another 2 hours for what should be a simple fix.I'm also fed up with lack of phone reception & internet drop outs .One of the bright sparks today told me to turn off the phone internet.A really great way to solve the problem by just cutting off reception,that was after he said he would have to think if I needed to log out of webmail to complete his next direction.No clues.Poor service Optus.

I would like to comment on the reply from Optus.I was then bombarded with calls after lodging a complaint all of which were useless because their staff can't fix even simple problems & eventually requested they stop calling back with new "supervisors"as l had really had enough of them constantly assuring me they will sort it out.A year of no action says it all.Poor show Optus! I now know not to expect any assistance from them & to be passed from one assistant to the next with probably the best advice from them being to go to an Optus store.At least that way l could be assured l could cancel being a long standing customer.I'm an extremely patient person but dealing with Optus is one of the most infuriating experiences ever.Apart from the poor phone reception ,the incompetenttech staff & constant internet drop outs l'm sure it couldn't get worse but they always manage to surprise & mess something else up.

Very bad signal..I was coming from Melbourne to Shepparton…couldn’t listen one song

I recontracted my Optus internet service on 18 December through the Optus app after having constant internet issues due to the number of devices in my smart home. I was advised that my Gen 1 modem can only support up to 32 devices, which is no longer realistic with modern households. I was told I needed the Gen 2 modem, which supports up to 128 devices, and I confirmed multiple times in the Optus app chat that my new contract included the Gen 2 modem. This was clearly stated in the contract I received.

Being close to Christmas and New Year, I waited patiently for the modem to arrive. Nothing ever showed up. When I followed up, I was told I “should have already received it”, even though I never received any shipping notification. After further investigation, Optus then advised me that my contract was active but they had ordered a Gen 1 modem — the same modem I already have — even though my contract clearly states Gen 2.

I’ve explained repeatedly that Optus recontracted me on the basis of receiving a Gen 2 modem, yet I’ve been locked into a contract while still being forced to use the old Gen 1 hardware. This is not what I agreed to.

Since then, I’ve been bounced between departments, told to visit a store (which could not help), and I’m now five days into a complaint case with a manager with no resolution and no communication today.

This should be a simple fix, yet it has turned into a frustrating and time‑wasting experience. I’m posting this review in the hope that someone from Optus who can actually resolve this will contact me and honour the contract I was given.
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Update: Optus responded here, but Trustpilot doesn’t allow me to reply directly to their message. I already have an open complaint and a case manager, with zero progress. I’ve been previously redirected between multiple departments with no one taking ownership or resolving the issue.

The contract clearly states I was recontracted with a GEN 2 modem, but Optus activated the plan and left me with the wrong equipment. I now have to contacted the Social Media team as suggested, honour the contract and fix this instead of sending me in circles.
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Update: 19/01/2026
I was advised by my case manager that I had to wait four weeks from the initial contracting date before I could recontract and have the new modem processed. That date finally arrived — and unsurprisingly, I had to chase them again, despite being promised a call back.
Five phone calls throughout the day, and in true Optus fashion, not a single resolution. My case manager said they would call after 5pm. By 5:45pm, with no call and no progress, I contacted the cancellations team myself.
I’ve now cancelled my service, moved my internet to another provider, redirected billing for my streaming services, and will be taking five mobile services elsewhere as well.
Goodbye Optus — and good riddance!

I really wish I could go lower then 1 star.

If I could go lower then 1 star I would do -infinity. Optus is BS. I got a new SIM card from them and then when I did my first recharge the SIM card didn’t work anymore. I spent $50 on the recharge and I could not access the data at all. I contacted Optus and they said they could not do anything about it and to buy more data.

Optus does not care about doing the job they are meant to do. They only care about stealing money from people.

This is not the first time I have had an issue with Optus but I can promise you that it will be the last. I will NEVER use Optus ever again. And I will also tell everyone thinking about using Optus NEVER to go with them as their “Customer Service” is a joke!

*****Response to Optus reply***** Joel, No thanks, I have already gone down that path and have had no success. After finding out what Optus' long term plans are, has cemented my resolve to have something done about the state of communications in regional towns. After switching to Optus some 15 years ago from Telstra due to poor coverage issues, Optus appeared to be a good choice for our farm. In the last three years we have been experiencing coverage issues. After researching what Optus' game plan is for Australia, I was able to uncover the company's long term vision is not strengthening communications, in fact the opposite. The Company 'Singtel Corp' is moving their investment elsewhere leaving its Australian customers with very poor coverage and little to no customer service. Optus's products are also not fit for purpose. I have caught them out a number of times on their products not rolling over unused credit for pre paid accounts. Their sim's that are sold with optus wifi dongels are also useless, causing the customer to have to drive into town (again) to purchase another sim. Their staff are also unable to activate sims over the phone demanding you go to your nearest optus office. There are no longer any optus branches in regional towns. This places the customer at a major disadvantage. I have initiated a number of formal complaints through the ceo's office and the nsw office of fair trading and am now receiving no response from either of those. The next step for myself and all others in similar circumstances is a formal complaint to the telecommunications ombudsmans office. If Optus is divesting in Australia, they need to have their license removed and free up the towers for others to take their place. I call on other like minded customers to please initiate a formal complaint to the ombudsmans office today to have this very important issue dealt with.

Over 2k reviews averaging 1.2 stars. Enough said.

Really makes you question whether this company cares about meeting customers needs at all. How a company can operate like this is hard to understand. Notably, Optus actively responds to negative reviews on Trustpilot, which suggests they are aware of these issues.

I’m another customer who was misled during sales and then billed incorrectly.

I was on the $82 Large Optus Choice Plus plan, which included $19.98 SubHub credit.

I asked to downgrade to the $65 Medium Optus Choice Plus plan only if I could keep the $19.98 SubHub credit. Otherwise it would make no sense: $65 + $19.98 = $84.98, which is more expensive than the plan I was already on.

This wasn’t just a verbal promise - I received this confirmation in Optus’ written customer support message box before agreeing to the change, and I even asked twice to be sure.

After downgrading:
- Next bill: correct ($65 with $19.98 SubHub credit)
- Following two bills: the $19.98 discount was suddenly replaced with $1.00, with no explanation

It took 2 hours with customer support just to get them to understand the issue and give me a refund (not actually a refund, just temporary credit). And they then refused to put me back on my previous plan, which was cheaper with more features.

I would never downgrade a plan to end up paying more. The only reason I did was based on what I was told in writing before signing.

My advice: read the contract very carefully and don’t rely on what Optus support tells you, even in writing. Or better yet, avoid this provider altogether.

I’m happy to update this review if the issue is resolved.

Optus, Discontinued there Wireless Broadband to our area WITHOUT Notification.
Kept billing me for the wifi that I wasnt getting.
I had to ring them and was told I had to cancel my subscription (that I wasn't Getting) so payments would stop.
Absolutely Disgusting Business NEVER WILL I DEAL WITH OPTUS AGAIN.
Cancelled my 2 Mobile phones in protest .

Genuinely the most useless customer service ever, had me going in genuine circles and I’m a pretty tech savvy teenager yk I know my way around the internet and stuff and they legit just had me going in circles and circles and circles, please please PLEASE listen to me and save yourself the hassle of going with Optus, you will waste hours of your life calling customer support I promise you whatever you do unless you hate yourself do not go with Optus, this is coming from a normal teenage dude who never write reviews, DOWNRIGHT SCAM literally says you’re able to use your old number when you can’t, I buy a plan with the SOLE purpose of being able to use my existing number and then they just do not let me use it

Anything regarding billing is absolutely awful. Agents don't tend to understand your queries and give you assurances which they won't stick to.

This is based on around 7 or 8 separate experiences. They really do suck.

Speed check function gone from Optus App, constant network drop outs, terrible online messaging service, slow response time

We used Optus while we were on holiday in Australia and bought a prepaid sim card, but when we got back home my husband was charged for Auto renewal and we rang Optus and were told they would refund the money charged, but they actually charged him again and we asked them to remove the card they were using for the charges on the first phonecall, but they obviously didn't because the same card was charged the second time.
I would not recommend dealing with Optus unless you are prepared to pay more than what you purchase

SHAME I HAVE TO GIVE YOU 1 STAR AS YOU DON'T DESERVE IT !!! MAYBE NEGATIVE 10 STARS !!! ABSOLUTE DISGRACE I'VE BEEN A CUSTOMER FOR 18 YEARS AND YOU TREAT ME LIKE THIS ??? OPTUS CHARGED ME $352 DOLLARS FOR DECEMBER !!!! THEY LIE AND CHEAT AND THERE SERVICE IS DISGRACEFUL NOW LOOKING FOR NEW SERVICE PROVIDER WHO WILL TREAT ME WITH RESPECT !! ENJOY THE MONEY OPTUS WHICH IVE PAID YOU LAST 18 YEARS !!! YOU ARE THE LOWEST OF THE LOW !!!!

I have optus 5g home internet, it is quite unreliable and the only thing that can be smoothly done with it is downloading files, ping is way too laggy (150 then spikes up to 1000+), and terrible for streaming, extremely location based unreliable service... And they lock you into a $500 36 month contract with it too🙃 would not recommend.

With the history of this company in recent times and pestering all the time with texts about deals and bills due they are a crap company to deal with. Also the fact they got hacked some time ago as well.

Terrible experience from Optus re internet /telephone fault for an elderly disabled person for 3 plus weeks - absolute frustration and barriers from customers service. Boo to Anstock-Girdlestone who did nothing but block moving forward with unreasonable excuses and barriers - useless! Weeks worth of nothing. Thank you to Antonietta who had the willingness and initiative to help resolve the issue. Thank you also TIO. What a great scheme. Optus you need to do better. Such a a horrible experience leaving a vulnerable customer without a phone service for way to long. Hope this doesn't happen to others. I get the sense it does.

I have been communicating with optus since 1st December 2025 in reference to a refund I have numerous emails and txt messages telling they are refunding the money to my account. Ah but it will take 5 to 10 business days. It has been promised several times the latest is mow 31st December 2025. So I guess that's my New Year present. Have been promised call backs not happened have been promised money on its way not happened. And meanwhile I get an email reminding me to have my bank with sufficient funds so that they can take my payment. And of course they have taken money from my account and
I'm still waiting for call back and refund

I have been having so many issues with optus home and phone reception and internet problems. They fixed my home internet after so many complaints and it's my mobile. I don't have any coverage and internet service and still am paying for it. They changed my sim working great in the store but asap I left the merrylands stock land back to the same issues. I can't make or recieve calls. It's so frustrating and stressful not able to reach anyone. I had an emergency and couldn't reach that person.

Optus is honestly one of the worst companies I’ve ever come across. Their customer service is absolutely terrible and just a mess. They make no real effort to help people; instead, they just try to waste your time and ask questions that have nothing to do with the actual issue. In short, they’re not a good company at all.it doesn’t even worth to give one star.

Optus senior management needs to take a long, hard look at themselves but I'm pretty sure they won't judging from all the other reviews like this. Their (Indian call centre) customer service process is completely broken. You will be: placed on hold at length with the same endless loop of terrible music. Pushed from person to person in different departments and forced to repeat yourself over and over. There'll be many disingenuous apologies while your problem remains unresolved. Entire days can and will easily go by (a full week in our case). You'll be given false information, and sent on wild goose chases to the Optus Store where rude managers await, and are free to refuse to service. No one person will ever be in charge of your case - you'll be trapped in an endless loop of useless processes and inefficiency. Customer loyalty (20 years) means nothing... they'll simply say "we're sorry to see you go" (they're not). You will not be compensated... someone might say you will, but someone else will tell you NO. Don’t waste your precious time - they simply do not care. If I could give no stars I would. Go to another provider.

If I could give Optus zero stars I would. I have spent 5 days trying to organise an NBN Technician to replace the faulty NBN modem. Each day the appointment is automatically cancelled. Nobody tells us. I have waited for 2 days for these technicians. I have been passed from department to department for 5 days...nobody ever knows what the issue is. I have to repeat myself over and over again. The stress and frustration is beyond description. I am not speaking to anyone in Australia ever. Optus is a joke. I have now been given a 3rd appointment for a technician. Thats 3 days of work and time wasted. How can any business run like this???