Have posted about this before. Optus host my domain and emails. Notified recently through a department called provisioning that the hosting will cease on November 25th. Everything will be the same until then. well is not, as of yesterday emails are bouncing back to my customers saying my mail box is full. Frustrating as this is a business email that I am depending on. Started ringing at 8:30 this morning and transferred through to 10 different areas, no-one able to help. Finally, I am told that the have located an area that MIGHT be able to help, but there is a 3 hour delay. They will contact me to resolve. I am not confident. Oh and to make matters worse tried to contact the provisioning team and no response. This is totally unacceptable. A company the size of Optus should not be able to charge for services if they cannot support them. If anyone is able to help my contact number is 0412161462

I have had Optus "supporting" and hosting a business email now for 20 years. Whenever whenever I have issues it is impossible to track down anyone who can offer support. The last time I needed help I was told to contact web hosting, but the have told me the support has been outsourced. Latest drama and more problems so I again tried to make contact. first through chat who called and told me they could not help, but transferred me to another department who after 40 minutes told me the could not help, but would email another department to contact me first thing Monday, (today). The reason for it being Monday is that the department only works Monday through Friday. Well late Monday afternoon still having problems and still no contact. I am open to any suggestions as this is a business email. I would like to change the email hosting elsewhere, but guess what, I need to find whoever is supporting it to re-direct it. So disappointing, but typical of my experience with Optus.

Paul J. Wecker
03/12/2018
Mobile: 0432257167
As to my rejection of the offer to purchase a Galaxy 8 during the steps between the offer (25/11/2018) and the discovery of section 4.4 of the Samsung Terms and conditions (27/11/2018).
Section 4.4 overturns all the assurances that would guarantee the closing of a sale; I quote below:
“Samsung may at any time and in its sole discretion … without prior warning or notice:
(a) change the services or any part of the services, (b) disable or suspend your use of the services including access to your user account/s and any files … contained in your account/s (c) set a limit on the number of transmissions you … receive … or on the amount of storage space … (d) pre-screen, review, flag, filter, modify, refuse, reject access to or remove any or all content from the service."
I was initially advised by OPTUS online customer service that my legal concerns were correct and to return the new phone. [(OPTUS) Ashfield Mall sales staff had told me to take the phone until the Wi Fi arrived.] However on arriving at the OPTUS shop I was not allowed to enter and I was not allowed to hand the phone to the staff blocking the way.
I am on a hospital waiting list and rely on my phone in the case of an emergency. Thus due to the ‘Setup paused, waiting for Wi Fi’ status of the activation of the Galaxy 8, it has taken over the phone functions of my Galaxy S3. In view of the latter I have been allowed the use of the Galaxy 8 to manage any serious matter or emergency. It is for the latter reason and also S4.4 that I ask OPTUS to cancel any further steps toward the purchase and activation of the Galaxy8 and issue instructions as to how I can return the phone.
Sincerely Yours, Paul J. Wecker

My contract was finished 5 months ago and despite 5 hours on the phone and received text for credit and also email for credit, they continue to charge me full.they haven't even resolved technical issues by their tech department. Once very happy with optus, now appalled.

Last year whilst in Mandurah, Western Australia I entered into a contract for a Mobile Broadband Modem on a monthly basis. After returning to Adelaide I contacted OPTUS to suspend the account as I was no longer on the road, and was told YES all done. In November 2017 I received a bill from OPTUS quoting an amount that was due on the account. I contacted OPTUS and told them that I had was overdue on the payment and the account needed to be paid. I again told them that the account was closed in Jun17. They told me that they had NOTHING on their records showing I had cancelled the account but I had made a payment in November for $25, which I can find NO record in my bank statements, and again told them to cancel the account. I have since received an e-mail from their Commercial Collection Company that I owed OPTUS over 160$. I again contacted OPTUS and told them this was the third time I had to contact them about this account, and after talking to a Woman who had trouble understanding me and, having trouble with her English, I was basically told NOT OUR PROBLEM, as bills where sent by them (as that’s what they said), even though the bills were supposed to be sent to my e-mail address to which I received only two, One (1) in April 17 and, another in November 17.
I have a Mobile Phone that has the same e-mail Address and have received e-mail for Monthly payments without much of a problem. The occasional pill is not posted or open, and I contact OPTUS and they resend it. THIS problem is a WHOLE NEW KETTLE OF FISH.I received an e-mail from CCC (Commercial Credit Control Pty Ltd) OPTUS’s collection agency to pay up the amount owed to OPTUS. I contacted OPTUS Customer Service and was told the account was still active and was cancelled due to NON PAYMENT of OUTSTANDING AMOUNT and would not be re-activated until payment was completed. After nearly 30 Minutes of conversation with the Customer Service Officer who, at time I had trouble understanding and being told that they had NO RECORD of the previous calls, I finally and reluctantly paid the outstanding bill using the OPTUS BSB Number, Account Number for the amount owing using a transfer from my Bank Account. On completion I thought, ALL SETTLED, but NO. Nine days later I received another Letter from CCC (Commercial Credit Control Pty Ltd) for payment of the account needs to be done. I contacted the Commercial Credit Control Pty Ltd and talked to one of their agents, telling her that the bill had been paid on the 01May2018. I was told by the CSO at CCC that the second LETTER was in cyberspace and was sent automatically on their behalf. The woman (CSO) then requested that I send her the BSB and Account number and any other info such as the Receipt Number form my Bank, which I used to make the payment. I subsequently sent her the information that I had. I then received an e-mail from the company stating the following with their company log on the header of the letter;
48 HOUR NOTICE
You have ignored previous requests for payment of the above amount.

Our Client has default listed this account with the relevant credit reporting bodies. If this action has not yet been taken and this account remains unpaid, our Client reserves the right to do so.

A default listing will stay on your file for up to 5 years and may restrict your ability to obtain credit in the future. This may inhibit obtaining credit for a personal or housing loan, a post-paid telephone or credit card. Your CREDIT RATING is one of your most important assets and should not be neglected.

You must pay this account within 48 Hours, or telephone Commercial Credit Control Pty Ltd on 1300 29 8142 in order to make suitable arrangements. Your payment options are listed below.

If this account has been paid, please reply by return email.

THIS IS A FINAL DEMAND, PLEASE DO NOT IGNORE IT.
Your payment options are:
PHONE - BY CREDIT/DEBIT CARD
Ring 1300 309 309 to pay by Visa or MasterCard credit/debit card. Please have your card number and expiry ready. A processing fee of 1% (Inc GST) applies. You will require the following details to pay.
Optus Account Number

INTERNET - BY CREDIT/DEBIT CARD
In the address bar of your browser please visit (or click on this link) https://secure.optus.com.au/paymybill/ and Enter your Optus account number and credit card details. Optus accepts all major credit cards and VISA/MasterCard debit card. You will require the following details to pay.
Optus Account Number:




Pay By BPAY
Bpay this payment via Internet or phone banking directly from your cheque, savings or credit card account. You will require the below details:
Biller Code: 3061
Ref:
Pay via Mail
Print out this demand and mail with your cheque or money order (made payable to 'Optus Billing Services') to:
Commercial Credit Control Pty Ltd.
GPO Box 746, Brisbane Q 4001.
Use the below reference number (Please do not send Cash)
CCC File number:
Cust Ref:

Pay at Australia Post
Should you wish to pay in person at any Post office, please telephone us on 1300 731 166, and we will send you a barcoded letter to take with you. When you receive this letter, you will also be able to pay online at www.postbillpay.com.au. A transaction fee will apply.



Yours faithfully,

Commercial Credit Control Pty Ltd
ABN 21 072 640 601

This is despicable and should be looked into by either the ACCC or the OMBUDSMAN. I believe I have done everything to the best of my ability to sort this out this problem and it appears that OPTUS and the CCC need to get on the same line and sort this mess out. OPTUS also needs to lift its game when it comes to its customers and how they are treated and contacted when these things happen, so they DON’T get out of control. If the signed contract says contact using an e-mail address, they should use it, not by mail, so the bills aren’t delivered. Perhaps both companies should use the same Telephone Provider to talk to each other, and OPTUS inform CCC when bills are paid to clear their files. Perhaps it is not done because the Credit Control Companies will miss out on their bit. BAD LUCK.
I believe that I am have been treated badly by both of these companies and as this bill has been paid, I should get an apology from them. BUT THAT WILL NEVER HAPPEN, BUT I CAN DREAM

I have been an OPTUS user for many years. I purchased a Mobile Broadband Modem through OPTUS in MANDURAH in WA last year and used it for about 2months. I gave them my e-mail address to get the bills whilst on the road and at home to save paper. I contacted OPTUS upon the return to Adelaide to cancel the acct, and was told YES DONE. Since then I have received a bill saying the acct was overdue, so contacted them again, only to be told I owed several months payment to which I explained to them that no acct was received, response, NOT OUR PROBLEM, even though all contact was said to be by e-mail. Even my normal phone bill is sent and I have not missed a bill except when OPTUS forget to send the bill which was again set up to be e-mail notifications as I am on the road so often. Since the first letter from CCC (Commercial Credit Control) I have then I have received a letter from a credit collection agent requesting payment. I again contacted OPTUS and was told by the woman, who had trouble with ENGLISH, that they had no records of my calls. After getting no help I payed up and told them again to cancel the account. Was told DONE, Cancelled. I thought great, not so. Received another letter from the collection agency dated 9 days later, that the bill had not been paid and needed to be paid. I was told by the woman from CCC to sent details of the payment, which I did which contained OPTUS BSB number Account Number and Amount Paid and a reference number from my Bank which notice of Transfer and Payment and I sent the collection agency all the information about the payment. I have now received another e-mail from the collection agency, again saying the bill needs to be paid, or it could affect my credit rating stating I had 48 HOURS to pay the bill or else. I seems that OPTUS and the Credit Company are on different lines. One OPTUS and the other TELSTRA. Neither listen until the story appears on A Current Affair. Perhaps this is the way to go as I am sick and tiered of this inept form of Business from both OPTUS AND COMMERCIAL CREDIT CONTROL. I am at a loss what to do next, except to tell OPTUS LIFT and to get their game together.

Previously I have left a complaint due to not receiving my Optus bills each month ongoing.

I have now realised there are third-party companies charging me content services...

Have not received monthly bills for 12 months. Each month I have to call them and get it sent and each time I call there is a different excuse provided. I have to call them twice each month in fact because I have two separate bills coming through at different times of the month, I've had to set calendar reminders to do this. I've been told that I can "get my bills if I log in online" and I have just now tried this option - only to find they haven't even uploaded ANY OF MY PREVIOUS OR CURRENT BILLS at all! Each time I call I request for all correspondence including my bills to come via email, and yet I never receive anything even by regular post.

Currently on hold trying to request my latest bill which should have been sent to me 2 days ago, and I've been on hold for 105 minutes and been passed to (no joke) 8 people so far, had to give my personal info for verification TWICE, and still have not actually had a full conversation with a team member. I mean, this is an absolute joke from giant company Optus, I should be able to view all my account details including letters and bills online, as well as receiving them by correspondence ALWAYS.

I have documented most of these calls and will be making a formal complaint to Optus and requesting cancellation of my accounts without penalty!!

Previously extremely happy customer for many years, no longer the case. Optus - PICK UP YOUR GAME!

I have just received my optus internet charge. On top of charging $2.00 accounting processing fee you now charge a 26 cent payment processing fee for paying by BPAY. There are a number of issues here
1) There was no mention of an additional charge before you included it in your invoice

2) A customer should be give the option of terminating the agreement after the initial contract has expired and this has not happened

3) If I refuse to pay the full value of the invoice I will incur late payment fees.

4) Telecommunication Ombudsman will be interested in this as I feel quite strongly that I have no say in what you can charge us and my only recourse is to seek alternative internet sites.

As from the start of August, Optus has discontinued the 2G signal that, although weak, allowed SMS from inside my house, and MMS if used outside my house. Now, I can only get a signal (3G) if I walk between 50/100 mtrs over very uneven ground away from my house, which is unsatisfactory for this 78 year old, especially when raining or at night. Moose Mobile, my service provider has informed me that they have been handling a large amount of similar complaints since the cancellation of the Optus 2G service. If Optus is unable, or unwilling to ensure a 3G signal to my house, are there any other telcos that might help me, and my neighbours who also have the same problem. Their service provider is Amaysim,

I did not receive a bill in my inbox I just got a bill for an over due account when I tried to ring about it kept giving me 4 options to go to each time and wouldn't let me talk to a customer service person I tried for 1 hour in the end I gave up very poor service might go back to telstra

I was with optus for a number of years. Then one day I did not have any internet connection because optus could not service the area I was in and suggested I go to another carrier. Having no alternative I switched over to Telstra and haven't had a problem since, in fact a couple of problems I did have were very professionally handled by them, unlike optus who could not give a dam and were of no help when it was required.In fact Telstra could not get my phone number from them and at a great inconvenience had to get a new phone number.

To top all this off, I had a webmail account with them that remained active until just recently, when all of a sudden I could not login to my account. When I contacted them (Which is a nightmare to find anyone to help) I was told technical support was looking into the problem, and to try again in about an hour. One day later still could not login. Rang again to find out what was happening and after speaking to 2 different people for about half an hour was informed they had cancelled the account, but did not bother to contact me and let me know .

This is optus's claim " Optus aims to lead Australia in delivering outstanding customer experience and your feedback is very important to us. If you feel that you have not received the support you expect, we'd like you to let us know so we can get it right." What a bunch of lies this is, If your a customer with a problem they don't want to kow about you and will be of very little help, if any.
Sorry Optus you can't get anything right any you don't deserve any loyalty with your current attitude.

Over the last 6 months there have been several blackouts and it has taken numerous days for Optus to reconnect. When asking them for a refund on the bill their response is " The internet is now working so there can not be a refund " Of course it is working now as I have spent 1 hour talking with them to reconnect the internet.
They are not at all helpful when it is their problem to start with .
Will be moving to a more reliable company that is customer friendly

For over 12 months now I have had trouble with Optus. For a period of 2 months the internet kept going down. Finally they conceded there to be a problem in my district. Three optus technicians had come out - I had to wait home of course.

Then on moving house - settlement was delayed on house so phoned optus to change date - they said they did but of course everything was disconnected on original date. Easy to disconnect - took 2 days to get it back on !

Now my internet at new address is still going down - not as much as last year. 2 technicians have been - neither have resolved it.

And now the clincher all of a sudden my email wouldn't sent and receive. Finally got through to helpline and the person changed my email address - insisting it had been resolved ! I now don't have my email address I had for 12 + years.

The biggest issue is at least 1/2 hour waiting times each time I call. I can't do this anymore - I will go to ombudsman and cancel all my optus - including my mob phone - have no ideal I switched to optus.

I have had so much trouble regarding Optus, my phone was disconnected and I could not re-gain my mobile number as they cancelled this. I was behind one payment and this is what happens. I have the last 3 days on the phone with them and each time they told me different stories regarding my bill, the amount I owed and also regarding on getting a new sim... I purchased a new sim which they told me to do from an OPTUS Shop and to call back the call centre so they can reconnect the new sim with a new number, now they are telling me I cannot use this new sim and to purchase another sim and I will have to wait up to 3 days to get this posted. I have been absolutely disgusted in there operations - I think they should all get retrained in customer service and to make sure they all get their stories right. I'M JUST HORRIFIED AND DISGUSTED IN THE SERVICES... I had a feeling when I signed up with them...
DISGUSTED...

Stupid company does't understand that a loyal customer of 15 years is not going to be railroaded into paying $327 of data download whilst catching a transit bus in Singapore airport to another terminal. I have shoved all Optus items into a Telstra bag to take into the store, (who actually were very nice in January,) but unfortunately the call centre staff were not so nice on the 6 phone calls I had to make out of genuine concern regarding rediculous data usage payment alerts that came through after the reminder that I have entered an expensive zone. It's not expensive here, it's actually free...everywhere there is Wifi.

It's all coming back Optus, iPhone (S), iPad, dongles, portable modem, cords, sim cards, chargers, boxes, receipts, flyers and all the other shit you have given me. I am going commando (no phone - a bit like no underwear) try and call me then to tell me my bloody bill is overdue. You might have to post me a letter and I'll post one back saying please read this. I am not paying your bill, please send me a letter to discuss further and so it goes on...

There is an Optus tower down in my area. Optus staff (in store and via phone) have blamed Telstra. Optus staff say that they can't fix it because Telstra won't allow Optus on the land to repair the tower!!!!!!
I am without secure internet as it more than often, drops out of service availability, others I know cannot make phone calls and others are losing BIG business as a result of this issue.
I phoned Optus today to try desperately to get answers as to when it will be repaired, and I believe that, due to my expressions of sincere frustrations, that the Optus call center staff hung up on me!!!!!!!!!!!!!!
We need to get this tower repaired.
It is an urgent issue and all the excuses are offensive.
We are all paying for a service that we cannot use.
We are all losing in one way or another - work, business, study, homework or the ability to make phone calls!
This is appalling!!!!!!
The tower which is apparently damaged and needing (urgent) repairs is located in Coramba, NSW.
Optus staff have told me that they have no power over Telstra and that it may end up having to go to court!!
I have been told that the Telstra manager for this concern is unreachable when the Optus team have endeavored to contact him.
Seriously!!
I am not happy and I do not know what to do...it has been over 3 weeks!
From an unhappy online full time university student :(

waited on phone for 20 mints got to talk to some one then they put me on hold to talk to internet people and iv been sitting waiting for 45 min all up over one hour what a joke some one needs to ring me back ,after 12 tomorrow thank you judy gunn 03 87908264 now I have to hang up as my phone is just about to die

Endeavour Energy have been waiting to remove an old termite ridden pole from our nature strip for about 8 months, but cannot do so until other equipment has been removed. Major breakdown in communication and lack of has held this up. Trying to reach you people by phone is a waste of time, if Imwanted to speak to recorded messages, I would make my own. The money spent in queues trying to sort this out and lies told about the time frame in that a technician would arrive is unbelievable. Thus why my phone account is with lycamobile.
Diane Aulsebrook
0432761504

It has been a month since I had the NBN rollout and cable installed. I cannot receive calls on my landline from my friends and family because Optus keeps telling me Telstra has taken my number. I have been an Optus customer for years. Please help me as I am getting frustrated with their excuses.

Well this would have to be the 4thy or 5thy time recharging my handset and not receiving an always win code. So seen as well I've been a loyal customer of Optus for 15years I feel as though I'm entitled to have a say, and although I wouldn't normally consider complaining about something so little apart from this is something that isn't just that one off thing the problem keeps reacurring . Leaving me to feel as though I've been cheated and nothing is being done about it. I am only one amoung many people using Optus, loyal customers to yourself and your company who look forward to that extra surprise which at the end of the day could just end up helping us out when in need, and if anything I find it to be false advertising claiming to myself and others to recharge and visit optus.com.au/alwayswin and redeem your prize especially when many don't even receive the code itself.. So myself being the loyal customer that I am for the past 15years would like to see something done about it.. Even receive my codes that I never received in the 1st place or which ever yourselves decide..
If you wish to speak more on of this situation please feel free to contact myself on my email account:-

Yours sincerely one of many loyal customers

[email protected]

When i recharge i have never got the codes sent to my mobile.. i have been with optus for some 4 years and recharged at least 40 times with a $30 voucher. I was unaware that this is intitled to me. can you please advise. My Phone number is 0431 466433

Hey just a quick complaint about optus and its new promo Always win and enter . I just recharged and got sent my promotional code then got delayed to use it by 7 hrs then got told it had been used i spend alot on recharging and apparently im in the gold draw but how ever i win nothing but silver prizes which are txt credit inwhich i cant even use The best i won was free gig in which went so quick im left asking myself how these billion dollar companys can treat there customers like peasents it seems they do not care . I hope some day they wake up to them selves and stop ripping honest hard working people off Thanks for nothing yours sincerly Ak

Paid for recharge and told to go to optus.com.au/alwayswin, but couldn't get into it to enter the code i was given to see what i have won

Paid for recharge and told to go to optus.com.au/alwayswin, but coulldn't get in to enter the code i was given to see what i had won.