Optus Call Quality Terrible - Only Given Two Options

Apple96 on 04/05/2023 - 10:29
Last edited 04/05/2023 - 11:47 by 1 other user

I have been with Optus for a little over a decade, as of signing my newest plan about 2 1/2 years ago I've had more issues than I've ever had. The issue started out more with the occasional drop out and not being able to come one specific person when they using Carplay.

Now as of late my call quality has gone completely down with about 99% of my calls being dropouts/deadlines and when you can hear the person it sounds like that they are in a fishbowl, in a tunnel or robotic

Now I have contacted Optus about this multiple times than the usual runaround which has involved me getting multiple new Sim cards and I have tried it on multiple new iPhones. It has come to the very easy conclusion that there is something wrong with the actual Sim plan and not the sim or device.

But at last Optus just keeps going in that circle or recommending the same stuff to fix it. So in the natural progression of this I have contacted the TIO and Optus has contacted me it has offered me only two solutions to this issue.

Solution one is a pay out my plans which totals to be close to $1000, solution two is I basically just deal with it.

I do not feel like I'm being irrational by thinking that I am paying money for service that I'm not being able to use and that being giving those two options instead of even the option of "hey maybe they will look into it and try to fix it", let alone a discount or money back or credit or anything.

Basically what I am asking here is what would you do in the situation? Optus seems to keep wanting to blame things on my end despite being able to show them that it's not my device and by having several replacement sims?

Related Stores

Optus

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  Jimothy Wongingtons on 04/05/2023 - 10:36

  +2

  Yo wtf this is wild especially as TIO got involved

  When we were stuck in a 60 month contract with a drop kick provider who was doing NOTHING to resolve our issues with commercial internet (broadband on a pair gain system some years back pre nbn) , we got tio involved, who not only resulted in getting a step 1 resolution in place (add another line to voice, and original for data) , but when it didn’t fix it, step 2 was to look at cancelling contract as we were not getting what we paid for and it was unusable…

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  Love a bargain on 04/05/2023 - 10:52

  +1

  Reject that offer & counter it with something that you can accept (& is reasonable) - eg. Refund for the last x months where, as you say, it's practically unusable + to be able to terminate your contract without penalty but paying out any remaining amount on the handset costs (shouldn't be much, if at all, when it's been 2.5 years since you last recontracted).

  It's more likely to be a deterioration of Optus reception at your location rather than has anything to do with the particular plan you're on. So your best bet is probably to switch to another telco.

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  87percent on 04/05/2023 - 10:56

  try wifi calling and see if thats any better (if your plan/phone supports it). But i've never heard of a sim plan having crap call quality

  • 

    Apple96 on 04/05/2023 - 11:42

    Have, still bad connection. Weird thing is FaceTime works fine. But calls through Optus itself, not so

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  Cheaplikethebird on 04/05/2023 - 11:10

  I've been dealing with similar issues with Optus network via Amaysim in the last 12 months. Issue has carried across multiple phones and multiple SIMs. Just got an e-mail from Amaysim to tell me that VoLTE is now available so I've turned that on but haven't had a chance to test.

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  pjetson on 04/05/2023 - 11:22

  When you make a TIO complaint, you are asked what resolution you want. What did you say?

  • 

    Apple96 on 04/05/2023 - 11:38

    I asked to have the issue fixed, if not discounted, if that couldn’t happen to be able to leave with no financial loss

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      pjetson on 04/05/2023 - 15:54

      Isn't their offer to let you pay out your plans the same as your last point? I assume the $1000 you mention is what you owe on phone(s) that you got with the plans.

      • 

        Apple96 on 04/05/2023 - 17:50

        Yep, but I’d rather have the service fixed, but that wasn’t offered, only thing offered was leaving

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  CyberMurning on 04/05/2023 - 11:43

  thats why everyone should just walk out when there was a hack/leak/breach… if all australian stick together and terminate their contract at that time (and possibly without penalty because they have under pressure from government to apologies) then….
  this company will go bust months ago….

  and if someone say what that good for? the data already leak..
  answer is : to punish optus and to teach other companies that customers can make them bust if they cant guard our data.
  customer is king. they forgot about this long ago.

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  Associatedsingingwolf @ Optus Accessories on 04/05/2023 - 11:56

  Stop calling robots

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    Apple96 on 04/05/2023 - 12:37

    How else am I meant to call Optus 😂

    • 

      Associatedsingingwolf @ Optus Accessories on 04/05/2023 - 19:30

      Touche

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  87percent on 04/05/2023 - 13:05

  have you gone to an Optus shop to demonstrate the issue? they have phones you could even try your sim in their phones

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    Apple96 on 04/05/2023 - 17:52

    I have gone in Optus, they even made a case, which never progressed anywhere, which ironically was the first time in a long time where my phone actually worked as it should. Until I made a call on the way out which prompted me to run back in and show them

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  Seraphin7 on 04/05/2023 - 13:29

  +2

  Optus

  That's your primary problem. Solve for that and you'll be home.

  TIO is the way to go here. You'll need to work up your submission, but effectively get them to direct Optus to release you from any contracts (although you'll likely still be on the hook for any device payments).

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  deme on 04/05/2023 - 18:37

  Solution one is a pay out my plans which totals to be close to $1000, solution two is I basically just deal with it.

  Here are the options: https://www.accc.gov.au/consumers/problem-with-a-product-or-…

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  yurong on 15/06/2023 - 00:54

  I had the exact same thing happen to me with Optus when it comes to your fishbowl sound experience.

  I went to the apple store, technical support, I was in different locations, even when I was in different countries, using wifi, call quality was the same - poor. Meanwhile another handset which is also with Optus on a different plan and account had hardly any issues calling same numbers standing right next to me. Apple suggested I ask Optus to fix it as it was a technical issue related to my line.

  Optus changed SIM card, switched from sim back to physical sim. It was a nightmare. nothing worked.

  It was definitely to do with my plan or something behind the scenes which had NOTHING to do with where I was or network or the simcard.

  I complained in the end to the TIO, and after several months, it finally works now. Optus never owned up to it. They must have fixed it behind the scenes. My service didn't work properly for over 2 years. Looking back, I should have complained to the TIO much earlier.