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OptusNet

OptusNet Review
 
 

Rajadepu
Posted: April 20, 2016 - 10:22:30 AM

Posts: 1
Joined: April 19, 2016

Plan Name: Home Broadband
Broadband Type: ADSL2+
Monthly Cost: $90
Activation Time: nA

Speed: 5%
Reliability 10%
Tech Support: 10%
Presales Info: 10%
Features: 10%
Value: 10%
Overall: 9%

Pros: N/A
Cons: haven't gauged yet but Trending HIGH

Comments:
Nothing against CSR.

This feedback is solely to the team that handles new connections and deals with delivering Home broadband gear.

Optus has the correct information to activate the ADSL however doesn’t have the right address to deliver the modem. How does that work?

Here’s my experience to sum up:
1. Applied online for connection on 28th March
2. Received SMS saying on 8th April that my connection will be activated on 18th April (Order #: 52768261)
3. Stayed home on 18th April for the tech to arrive as the TXT said there needs to be access to premises.
4. No one turned up on 18th, called Optus support the same day and was told that the connection has been activated at the nearest node however there has been a technical glitch and for that the technical team is filling up a form for tesltra to attend (no detail whatso ever)
5. As of this day, I still haven’t got my Modem delivered.
6. Chat with Optus support on 19th :
- Asked why has the modem not delivered yet (Consignment #: DM05609886). Was informed that it isnt delivered because the address is wrong (HOW?). How can the address be wrong, when Optus knows where the connection needs to be activated but have the delivery address wrong - It doesn’t make sense at all. Anyway provided the Full address again and contact # in case they need to call. Support told me that I will have that delivered by 5pm on the same day (19th) - Chat with Belle (CP382199)
- On 19th, 6pm I get another SMS that my broadband service is Up. Check the home phone and no dial tone (?)
- Modem is not delivered on 19th as promised? despite providing the right information-
7. Chat with Optus support on 20th.
- Support says connection is active now - welcome to Optus (?) - I DO NOT HAVE INERNET YET, so no welcome now.
- Still no dial tone on the pone ( ? )
- support says the UNIT number is missing and hence the delivery failed (HOW come? when I provided the correct address (which I don’t have to in the first place since Optus SHOULD have it)
- Provided the address and Contact # again
- Support says the deliver will be done to the right address tomorrow (21st) but not today (SICK)
- Queried Support when I will be billed from as I REALLY don’t have internet yet and the entire mess-up with address and etc. isn't caused by me. Support says call hotline and we will try to waive that off (HELPLESS AT THIS TIME)

AT THIS POINT OF TIME, DONT KNOW WHEN I WILL REALLY HAVE THE SERVICE. I AM NOT SURE ONCE I GET THE MODEM IF THE SERVICE WILL BE UP AS I STILL DONT HAVE DIAL TONE ON THE PHONE - SICK OF IT ALL.

Moved away from TPG due to a bad experience and now OPTUS does the same. Make me wonder what's happening with the ISPs...no wonder why the country is going backward with Internet services with such service levels , let alone technical , the basic service levels have dropped.

Guess have to live with this :(