Optus Help

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[Optus Help @optus_help]

Sorry to hear this is still ongoing and for the run-around experience you've had so far, Derek. We have marked this as feedback for the relevant teams to review, as we are always looking to improve the experience of our customers.

Apologies for the disappointment and misunderstanding caused, not all our plans are compatible with data sharing, especially our older plans, which is why you have been advised that your new plan is unable to share data with your other phones.

I realise that you have been put on hold multiple times and this has been frustrating to deal with, however, the best team to assist you further is our Business Experts who can be reached on 1300 723 016, Mon-Fri 9:00am-7:00pm AEST and Sat-Sun, 9:00am-5:00pm AEST.

As we realise your time is important, I would also suggest contacting our Business Experts via the My Optus app, where they will be available 24/7. You will receive notifications whenever a new message has been sent by the expert, so you can continue with your day while the team work to resolve the issues you're having.

Thank you for your patience thus far during this frustrating experience.

- Joel

[Optus Help @optus_help]

@ShreyasBhi49837 Thank you Shreyas, we have received and responded. Dez

[Optus Help @optus_help]

@MrVee_Jay HI Vince, I've responded to the DM, let's continue the conversation their to avoid double handle. Thanks, Robyn.

[Optus Help @optus_help]

Hey Eddy, I't's not great to hear about the run-around experience you've had with us, I've passed this along as feedback for the relevant teams to review and to further improve our services.

So that we can take a closer look into this matter to determine the next best steps, please send us a Private Message with more information, and we'll proceed from there. -Nic

[Optus Help @optus_help]

@Mummymegan Hey, Megan.

It's disappointing to hear that we've left you feeling this way.

Please don't hesitate to send us a Direct Message with some additional details, allowing us to assist further.

- Dillon

[Optus Help @optus_help]

Hi, sorry to hear that you're experiencing issues with your internet service. We understand the importance of a stable internet connection.

Have you had a chance to check out our Network Status page here? → https://t.co/nn8q1YgXFb. You can find information about any outages or planned maintenance works happening in your area that may be impacting your service.

If there are no known issues with the network, please send us a DM with your full service address as well as your internet service type (e.g. nbn, 4G or 5G Home Internet) so we can run some checks and take a closer look.

- Joel

[Optus Help @optus_help]

Thank you for bringing this to our attention. I completely understand how frustrating this entire experience has been for you. This is definitely not the kind of experience we wish for any of our customers.

We appreciate you as an Optus customer and are eager to resolve this issue for you.

Please feel free to reach out to our Business Experts at 1300 723 016 (available Monday to Friday from 9:00 am to 7:00 pm AEST and Saturday to Sunday from 9:00 am to 5:00 pm AEST).

- Robyn

[Optus Help @optus_help]

Hey, Derek.

Sorry to hear about the extended wait time experienced whilst getting in touch to add another service to your account with us.

Whilst wait times can vary depending on volume, we aim to assist as soon as we can.

We understand that time is valuable, and you may not have the time to wait for a Business Expert at this particular point in time.

Our Business Experts are available on → 1300 723 016 (Mon to Fri 9:00am - 7:00pm AEST and Sat to Sun 9:00am - 5:00pm AEST).

They are also available 24/7 via the Message Us platform available via your My Optus App and My Account online.

If you choose to contact us via the My Optus App, this will allow you to receive notifications once an Agent has responded, meaning you can go about things in the interim.

We certainly appreciate your holdings with us, and apologise for the undue frustration caused by the current wait times, and appreciate your patience.

- Dillon

[Optus Help @optus_help]

@Alnor No worries, Alnor. You can send us a DM by clicking the button below - Joel https://t.co/f9sXVjl2eQ

[Optus Help @optus_help]

Hey, Andy.

Please feel free to send us a Direct Message with your full address, allowing us to take a closer look into the Network and Coverage for you.

Alternatively, you can take a look using the below:

Optus Network Status → https://t.co/5npvKipWlW
Network Coverage Map → https://t.co/MozZScullC

- Dillon

[Optus Help @optus_help]

@tony_chatham Hi Tony. It's not good to hear about the experience with our customer service teams. If you need some support, please send us a DM with some more information, and we can help you there - Jim

[Optus Help @optus_help]

@asewell6 Hi there, sorry to hear that you have had difficulty in getting assistance with upgrading your internet. We'd like to get a better understanding of what happened, so we can provide further assistance, please send us a DM with more details about your experience.

-Jay https://t.co/f9sXVjl2eQ

[Optus Help @optus_help]

Apologies for using the incorrect name. As we are the Social Media Team, we refer to customers by using the name found on your Social Media account. We are unable to see any of your Optus account information without completing the verification process. Please send us a DM, so we can verify your account details to look into this further - Joel

[Optus Help @optus_help]

No problem at all, Mohammed. Feedback like yours is important, and we’re working hard to bring our customers the best possible experience.

Optus is also collaborating with SpaceX to deliver mobile coverage across all of Australia. You can view more information here → https://t.co/WIXhTXIjH2.

If you need any further information, please don't hesitate to send through a DM.

-Athan

[Optus Help @optus_help]

Apologies, that was not my intention. Rest assured I have tagged your post as feedback to the relevant team for review and future reference. Thank you for the payment. If you need a hand with anything else then just message us here. Till then stay safe and sorry once again. Kartik

[Optus Help @optus_help]

Sorry if you feel that way. I have confirmed with our support team and also tested the pay over phone line: 1300309309 to confirm there is no fault reported at the moment. Payment from other customers are coming through fine over the phone.

It seems like an isolated issue. So that we can investigate and assist you further we will need to look into your account. Please send us a private message so that we can ID you and proceed.

Alternatively, we do offer various payment methods customer can use to pay their bills → https://t.co/RCSJkvEQaf - Kartik