Can Fair Trading Help Me with Bad Optus Coverage?

Lvvvv on 22/06/2020 - 11:54
Last edited 22/06/2020 - 13:04 by 1 other user

So I moved to Seven Hills recently and noticed that Optus' coverage was really bad. I complained to them where they agreed that for the next 3-6 months their service quality will not be good and they have given me two options:

1) To cancel my contracts and return my cell phone and pay $196 for the Tablet plan
In this option I end up losing since paying that money for an old tablet and also since it was a part of the Data plan which I have been using for 1.5 years I don't think I come out ahead

2) Continue with their crappy service and get a $20 + $20 i.e. $40 discount to use their crappy services.
I asked them if they could increase the discount so that I could go with another mobile plan or do something else and they still disagree and say that that's all they can do.

I used their 4G data plan for my internet purposes which was more than enough for a single persons needs but currently the 4G router keeps disconnecting with the drop in service and I really cant work getting connected to my company VPN and its really making me unproductive. If feels like they want to pay me charity for their fault which just seems unfair.

Since I am under contract with Optus for 4G data and mobile plans for the next 6 months what's my best option?

I feel like going to Fair Trading which I have never gone before, but asking the public out here if its worth it? Can Fair Trading really help me with this situation?

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Comments

  • MechEng on 22/06/2020 - 12:00
    +2

    The telecommunications ombudsman should be able to help you.
    You need to have a clear documented description of the issues (just saying crappy service is not enough), records of contacts with Optus. This contacts should contain:
    Clear statement of issues
    Your request
    A timeframe for solutiom
    File all responses from Optus.
    Then talk with TIO
    Good luck

    • vvvv on 22/06/2020 - 12:17

      Yes I called TIO. They have taken my case. Not gonna back down now. They should be ashamed of their shitty services!

      • pjetson on 22/06/2020 - 14:57
        -2

        I'm not sure what outcome you're expecting. Do you want them to put in a new tower just for you?

        • vvvv on 22/06/2020 - 14:58
          +1

          If they let go off the stupid 196 fee for the tablet or adjust that amount its okay for me. I dont like being taken for a ride even if its for a few dollars.

          • pjetson on 22/06/2020 - 15:05

            @vvvv: I know when you make a complaint to the Energy Ombudsman, they ask you what outcome you're looking for. I can't remember if I've ever made a complaint to the TIO, is it the same for them?

            So, you want to either return the tablet and end your contract/s at no further cost to you, or you want to keep the tablet and end your contract/s at no further cost to you. Is that a fair summation of what you want?

            I don't really see how you're being "taken for a ride".

            • vvvv on 22/06/2020 - 15:09
              +1

              @pjetson: Well I have nearly 5 months left on my contract out of 24 months. A band new same tablet costs 350 in HN. So if they are claiming 196 to let me go of that contact then how is it fair? That tablet was not worth like 800+$ in the first place

              • pjetson on 22/06/2020 - 15:19

                @vvvv: What did the tablet cost new 19 months ago? That's more important than what it costs new now.

                Pro-rata would be fair. If they want a payout of $196 for the five remaining months, then that's more or less $40 per month. So, 24 months by $40 is $960. Is that what it cost new 19 months ago? You say that it "was not work like 800+", but what was it worth? Would that have been written into your contract?

                • vvvv on 22/06/2020 - 15:22

                  @pjetson: The Galaxy Tab 4 was around 650ish when I got it from Optus. Not sure how they came up with 196$ tbh.

                  • pjetson on 22/06/2020 - 15:41

                    @vvvv: Pro-rata, that comes out at about $135 for the remaining five months. Would that be fair to you, or would you still consider than as being taken for a ride?

                    • vvvv on 22/06/2020 - 15:43

                      @pjetson: I guess so.

                      It still annoys me that I need to look for a new phone, internet connection, phone service when I was happy with what I had.

                      • pjetson on 22/06/2020 - 15:45
                        -2

                        @vvvv: Yes, but as most people here are pointing out, you changed things, not them.

                        • vvvv on 22/06/2020 - 15:48
                          +2

                          @pjetson: Well yes. But optus have also agreed that this issue with the network in my area has been recent.

                          • pjetson on 22/06/2020 - 15:55
                            -2

                            @vvvv: I'm not sure how that makes a difference to your complaint.

  • KaizenMode on 22/06/2020 - 12:11
    +2

    Same here - Moved to Seven Hills recently, and Optus sucks big time!
    Last week I spoke to one of them, and they denied that there's any issue with their network - where as, I couldn't make/receive calls for 3 days straight!

    • vvvv on 22/06/2020 - 12:18

      Theyve agreed to me after saying that there was no issue. Try reaching out to them on the phone

  • [Deactivated] on 22/06/2020 - 12:16
    +2

    TIO. Fair Trading won't get involved.

  • Munnday on 22/06/2020 - 12:27
    +7

    TIO might help you out… But at the end of the day, you moved into the area whilst already under Optus contract.

    It's not like they promised you great service which ended up being crap after you signed up. You moved into a crappy area, which by the sounds of it they agreed that it isn't up to scratch and gave you some mitigation options whilst they improve the area.

    • vvvv on 22/06/2020 - 12:38

      Then why does their website show "Great" coverage in Seven hills? Isnt that misleading the consumers?

      • Drakesy on 22/06/2020 - 13:58

        Did you check the reception quality when you were purchasing/looking in the area? surely just getting your phone out and realizing there's 0 bars or it struggles to connect to the internet would've set alarm bells off.

        • vvvv on 22/06/2020 - 14:29

          Everyone I spoke to (including the people in optus store at seven hills) said the reception in Seven hills was good. And its just recently that they have identified some faults and they are working on it. So my question to you guys is what would you do if you face issues in the middle of a contract in the same area? Its a similar situation hee for me

  • team teri on 22/06/2020 - 12:28
    +16

    Just playing devil's advocate here for a moment, but have you tried to see it from their perspective?

    You've signed a 2 year contract to get some free/discounted hardware. During the first 18 months were happy with their services. Somewhere in the small-print you most likely agreed that you have checked service availability in the location you intend to use it.

    Now you've moved to a place where they don't provide adequate service.

    If they just let you cancel they lose out on the hardware payments they had factored into the price.

    You've contacted them and they offered some compromise options. All sounds reasonable to me.

    Sure you've said it: "I dont think I come out ahead". But why should they agree to a loss in order to allow you to come out ahead? It's not that their service got worse at any location. You moved, just add it to the cost of moving. And move on.

      • team teri on 22/06/2020 - 14:59
        +4

        I get it that it must be very frustrating to be in the situation you are in. Trying to find fault with the other party is a natural first reaction.

        With my comment I tried to take a step back, since emotions often cloud a situation. What if you look at it as a problem that needs to be solved rather than a fight that needs to be won?

        • vvvv on 22/06/2020 - 15:00
          +1

          No worries mate. I should have done a better job explaining my situation too. Not used to posting online :)

  • Seraphin7 on 22/06/2020 - 12:36
    +1

    It seems that your issue is ultimately that your internet service is causing you to have connectivity issues with work. Going to the TIO, or wherever might get you a better discount, but it's not going to do one single thing for your actual issue.

    Basically they are letting you get out the current situation and presumably into one that will be far superior for $196. If my work was being as affected as yours, I'd be paying the $196 pronto and getting a better connection elsewhere. The boss ain't gonna care about your internet … they just want results.

    • vvvv on 22/06/2020 - 13:05

      Are we supposed to camp out in a new area check their service and then move or look for houses there? Optus should be relaying the right info. on their website, shouldnt they? Their website still says "Great" coverage :(

      • Munnday on 22/06/2020 - 13:11

        It shows great for outdoor. (although i found some spots that only said good)

        But also,

        We build our coverage maps using the latest tools so we can show you predicted Optus mobile outdoor coverage as best we can.

        But, like any radio-based network, coverage is going to vary in quality and availability. This could be because of your device, how close you are to our nearest mobile tower, or how many people are using the Network where you are.

        Also, local conditions and things like hills, concrete structures, high-rise buildings, lifts, basements and tunnels may all affect your reception.

      • Seraphin7 on 22/06/2020 - 13:27
        +3

        100% agree … but getting a steeper discount and/or updating their coverage maps is not going to solve your actual problem.

        • vvvv on 22/06/2020 - 13:31

          Yes.. worst part was I was gonna wait for their 5g service and not use the nbn connection at my home.. Theres a 300$ upfront fee for that anyway :(

      • terrys on 23/06/2020 - 10:53

        If I move house and cannot access a gym/tennis club/swimming pool I had bought a season ticket for, I doubt very much that I would get a refund.
        I'm no fan of Optus and have always found that their service sucked, however you are the one who has changed the service you get by moving. You have had the use of the tablet for 19 months.

  • pegaxs on 22/06/2020 - 13:16

    Saw the title and the forum it was posted in and thought "I bet this is Optus related…" Was not disappointed.

  • vvvv on 22/06/2020 - 13:20
    +1

    P.S. Someone whos been downvoting me comments should also downvote my second comment. Just saying you need to do a better job than optus :P.

    • havebeerbelywillsumo on 22/06/2020 - 14:56

      Loath anonymous negs where the OP is not being completely outrageous. Have reversed what I can. I agree with you, spotty coverage in a metro area is not your fault at all so why should you be penalised in any way.

      • vvvv on 22/06/2020 - 15:10
        -2

        Hey I suspect there are Optus reps lurking here trying to save their own faces :D

  • jelko on 22/06/2020 - 13:34
    +3

    Why should the TIO/Fair Trading help you out? YOU signed a contract. YOU were happy with the Optus service level. Then YOU moved into a crappy Optus location. Tough luck.

  • bongom on 22/06/2020 - 13:47
    +5

    Why does the OP think they're entitled to "come out ahead" when they decided to move?

    • vvvv on 22/06/2020 - 14:02
      -1

      I shouldnt.. but shouldnt it be fair?

  • Drakesy on 22/06/2020 - 14:00
    -1

    Should've gone with Boost/Telstra

    • vvvv on 22/06/2020 - 14:03

      Yes.. I guess thats next :)

  • mbck on 22/06/2020 - 14:07
    +3

    can OP update this post with a result? I'd be interested to see what the outcome is.

    • vvvv on 22/06/2020 - 14:51
      +1

      Sure mate!

  • Fysh on 22/06/2020 - 14:39

    make a complaint and keep going till you get what you want. $200 isnt much. BUT they are only obligated to check your coverage when you signed up so your decision to change location is not their concern and I cannot see why a mediation case would be found in your favour.

  • vvvv on 22/06/2020 - 14:54
    -1

    To all the Devils advocates out there, can I know how is it fair for me if?

    • I was always okay with honoring my contract if I had decent service.

    • I need to now look for alternatives to my mobile and phone connection which is a hassle and also my mobile phone

    • Paying 196$ for an old tablet? I told them to keep it, they said they cant I need to keep it with me. Most of the plans make sure that the device costs are covered. At this rate they've covered

    • With a new mobile connection I will not be able to make phone calls for a few days? How is it fair for me to bear this hassle?

    Not sure why there are so many people blaming me for the issue which would not have been in the first place if Optus would have got their act together.

    • Fysh on 22/06/2020 - 15:11
      +10
      • You should honour your contract if the service remained consistent at your previous locations.

      -looking for another provider isn't the hassle. there are 3 major networks with many mnvo many of which have prepaid for you to try. the issue is that your not willing to cancel your current contract with the conditions you signed up for and the time this is taking which is a direct result of your actions that is causing this.

      • you are not paying for an old tablet, you deferred payment on grounds you would receive a discount over the full period of the contract for a NEW tablet.

      • your hassle is only created by yourself, you could have already switched. this is a cost of moving you should have considered. perhaps sell the tablet and contract a new one with your new provider. any new prepaid plan should offset the cost of the tablet over a few months. you could even ask for a payment arrangement on the 196 so it spans out and would possibly be a similar price coupled with the prepaid of the new provider.

    • Ughhh on 23/06/2020 - 11:03
      +1

      issue which would not have been in the first place if Optus would have got their act together.

      Yes, they should've never made you move houses and change your situation!!

  • Diji1 on 22/06/2020 - 15:03
    -1

    Nope.

    Telco controls the Government so they get their own special consumer laws where they get to pretend to "make the best effort" which is absurd for fixed line internet, understandable for wireless.

    The body that oversees the telco industry, the TIO, is staffed by people who haven't figured out that there's a difference between megabit and megabytes yet.

  • b0rnwithabeard on 23/06/2020 - 09:12
    +3

    Like someone said above, you changed things, not them. Going to the TIO isn't necessarily going to get you the answer you want. You'll need to work out what you want, and you need to be reasonable about it.

    Is going to the TIO really worth your time and hassle? Think of it in terms of your hourly work rate. Think of all the time that this has taken up your time in organising stuff, back and forth conversation with Optus, taking down notes, making calls to the TIO, as well as all the mental space this is taking up in your head. Is that less than the $196 that they've offered for you to pay out the contract?

    I understand the frustration, I honestly do, but to me it sounds like you're making a mountain out of a molehill. If only for your own sanity, just pay the money and go find someone else.

    Go back and read all these messages, but this time take your emotions out of it. Is this really the hill you wanna die on?

  • Any thing on 23/06/2020 - 17:09
    +2

    All Optus would be asking for is the remaining amount owed on the Tablet not including discounts they gave you for having a plan with them. This is more than fair. I don’t think the TIO needs to be involved here at all. Pay what you owe and move on with life.

  • vvvv on 23/06/2020 - 21:43

    UPDATE: So Craptus have agreed to pay me 135$ for my past complaints for their spotty service (Their service was like that when I lived in my previous address too. I let them know that I did not ask for any refund in good faith and demanded that they should process it now since I was at a loss now too). I am returning both my phone on lease and the stupid tablet that I never used that much. Dont need anything related to them.

    Moving to Telstra for good!

    P.S. Never signing 2 year contracts again!

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