Optus Phone and Internet Not Working for Nearly 2 Weeks - HELP PLEASE!

L29SSK on 11/08/2015 - 07:52

We have had no internet or phone connection for over two weeks and Optus keep giving us different reasons and no time frame to get this fixed. The excuses have ranged from a line problem in your area to making a appointment to come to our home and never turned up. Even though we are in suburban Melbourne Optus mobiles do not work in this 'black spot'. Our internet / phone plan suits us much better than changing to Telstra, but I feel that the least Optus should do is pay for us to use Telstra mobile until they get the problem fixed. The localOptus shop laughed when I suggested this. What else can I do?

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Comments

  • Hello Stranger on 11/08/2015 - 08:06

    I also have a similar problem with my mobile phone data. It just doesn't work sometimes and completely disconnects itself. This had been happening for a few weeks now. I haven't chased it yet but I think they should be able to compensate you some of the bills. I know that Vodafone did that in the past when they were having issues.
    Be interested to hear what happens.

  • try2bhelpful on 11/08/2015 - 08:21

    I presume you have looked at the processes on this page

    http://www.optus.com.au/portal/site/aboutoptus/menuitem.8ec7…

    and this

    https://www.optus.com.au/dafiles/OCA/ContactUs/ComplaintsAnd…

    The other alternative is going to the Ombudsmen and putting in a complaint through them. Sometimes this threat is enough to spur the provider to action.

    It might be worth looking into different ADSL providers for your internet connection instead of Optus; we are with Internode and they seem to be pretty reliable. The ADSL providers usual have a phone option as well.

    You might also want to go and have a look at the Whirlpool forums, there are always plenty of discussions on this sort of thing and they can give pointers on what they did.

    Best of Luck.

    • 29SSK on 11/08/2015 - 08:50

      Thanks for that, unfortunately most options on those sites give contact phone numbers, but of course our phone does not work. However have used the email complaint form, but it says an answer in 48 hours! I have visited two Optus shops in our area, they contact the offshore customer service dept, and even asked for a supervisor to make some sence of the situation, but we're told no supervisor was available. My wife phoned them from a neighbors yesterday and was promised a call back from a supervisor ( to her Telstra mobile) within 2 hours ….. still waiting!!

  • Natt on 11/08/2015 - 10:03

    Providing it's a landline, have a good read of this:
    http://acma.gov.au/Citizen/Consumer-info/Rights-and-safeguar…

    If the fault is theirs, then you should be receiving compensation etc. It's a MUST. $48.50 a day should motivate them, or at least pay for a replacement service.

    Oh and a missed appointment has a penalty too!

    • TheGMan on 11/08/2015 - 10:55

      Interesting if they live in an Optus black spot for mobile reception also… Normally they will get around the consumer rights by providing a mobile service until the landline is working

      Keep us updated on this one as I fine this whole area super interesting

  • sagrules on 11/08/2015 - 11:26

    I had similar issues with Internode during the bad storms in Sydney a few months ago and they re-imbursed me the proportion of the month that we didnt have the internet for. We also asked them to provide a loan modem but apparently they had already all been sent out.

    While it was not the most convenient we just bought a couple pre-paid sim cards with data on it and used that temporarily. Hope this helps you.

  • [Deactivated] on 11/08/2015 - 12:19

    The exchange near me had problems yesterday (ADSL/landline effected) - back up today but very slow. Different people in my area have been experiencing the same problems, for varying amounts of time. I have been receiving emails at work about Optus call drop-outs and coverage issues for months. Pretty much IMHO, Obtuse done goofed fiddling with upgrading their network, but are keeping it quiet so as to not have to reimburse the masses. Now excuse me, that tin-foil hat isn't going to make itself!

  • 29SSK on 11/08/2015 - 22:21

    Thank you all for your advice. To bring you up to date I have today been told that a call centre supervisor will call me on my Telstra mobile within 2 hours …. still waiting! I have lodged another online complaint to Optus, not even a acknowledgement. So just now a online complaint to tio. ( thank you try2behelpful ) will keep you posted.

  • Natt on 12/08/2015 - 00:31

    Don't forget the compensation if it's a landline :)

  • what on 12/08/2015 - 01:01

    Call the Telecommunications Ombudsman.

    https://www.tio.com.au/

    They will go out of their way to help you with the ombudsman involved.

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