Optus - Faults Customer Service

Optus is a telecommunications company that operates in Australia, offering broadband Internet, mobile phone, and, in some areas, cable television services. As the second-largest telecommunications company in Australia, Optus receives many phone calls to its customer service center every day.

Why Do People Call Optus Customer Support?

People call Optus customer service for many reasons, including:

• Purchasing one or more services
• Changing or canceling services
• Technical support
• Adding or upgrading devices
• Questions about billing
• Scheduling technician appointments
• Filing a complaint about service
• Transferring service to a new address

Best Practices for Calling Optus Customer Service

There are several things that you can do when calling Optus to improve your chances of a quick answer to a question or a speedy resolution to a problem:

• Determine which department you need. Optus has different contact numbers for different services and departments, such as Sales, technical support, and billing questions. In addition, these departments have their own hours and days of operation.
• Have your account number handy. You should be able to find your number on a recent bill.
• Ensure that you have a way to take notes during the call. Notetaking can help you prepare to escalate your case if necessary.
• If you are calling about a problem with your bill or service, think about what your ideal resolution might be. When you have a goal before calling, you may find that you are able to keep the conversation on-topic.

How Do Customers Feel About Their Calls to Optus Customer Support?

As you might expect, there are mixed opinions on the quality of Optus customer service. While some customers are satisfied with the level of phone-based service they receive, others feel differently, stating that they spend a lot of time on hold or that Optus representatives are simply unable to resolve their concerns.

Media Mentions

It should be noted, however, that surveys show that the customer service issues experienced by Optus customers are not unique in the industry. Media reports have indicated that many other telecommunications companies have dissatisfied customers.

In 2019, Optus became proactive and started offering additional options for filing customer service requests as well as establishing a "case management" approach that assigns a problem to a single representative who can work toward a resolution.

What Kind of Issues Can Optus Resolve by Phone?

Optus can resolve many issues by phone, including billing questions, helping you to reset a password, troubleshooting service and equipment, arranging for technician appointments, and transferring services.

Optus phone representatives can also answer questions about your service or services and assist in replacing or upgrading devices or equipment.

What Issues Can't Be Resolved Over the Phone?

Issues that involve equipment or line malfunctions may require a visit from a technician to resolve. If you need to return or exchange equipment, you'll have to do that by mail or at an Optus location.

What Can I Do if I am Unhappy with my Call to Optus?

If you get off a call with Optus feeling frustrated or dissatisfied, don't give up. There are options for getting your concerns addressed.

First, if you didn't take notes during your call, take some time to write down or type out what occurred during your conversation with an Optus customer service representative. Having this information in front of you when you contact Optus again can be helpful in explaining your situation.

Next, try calling again. Another agent may be better trained and able to address your concerns professionally.

If calling doesn't seem to work, consider these alternatives:

• Use the Optus live chat option. Live chat allows you to have a written record of your communications with customer service.
• Contact Optus via social media platforms. As with live chat, this option provides you with a record of what you and the agent say to each other during your communication.
• Optus has online message boards that are monitored by Optus representatives. In some cases, other customers may be able to provide you with the help you need. Otherwise, an Optus agent can address your concerns.
• Visit an Optus retail location. If your issue is complex, call ahead to find out whether a manager will be there to listen to your concern. Sometimes, face-to-face conversations are the most effective at addressing problems.
• Australia has a Telecommunications Industry Ombudsman office that is independent of Optus and all other telecommunications providers. If you find yourself unable to properly resolve your issues with Optus, you can contact the ombudsman office and ask for assistance.