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.
People call Optus customer service for many reasons, including:
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:
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.
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.
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.
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.
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: