My Optus App Reviews

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It works!. My SIM Card is prepaid type. Anyway it works and usefull to me. Gooood.

Optus lies to its customers. I’ve been repeatedly lied to by Optus “Customer Service”. Do yourself a favor and avoid them.

Works fine. My iPhone 4 works just fine

Daily usage breakdown does not work on the app. I’m not happy bc the usage breakdown does. It work on the app. It would be helpful to know how I am using all my data as my data just uses up a lot in one day all of the sudden…

Cannot view usage after update?. Cannot refresh due to system issues?

The lastest version crashes when opened. Title said it all. App is very handy until the latest version. Unusable. Please fix.

Not working. Since the latest update I can’t get past the T&C page. Accept button doesn’t work. Thoughts??

So worthless. No matter how many updates, it never works. There's always some problem and the app is never able to perform. What a waste of time and space.

Used while I was in Australia. Service was slow. Reasoned why I’m giving this the lowest rating is because I canceled through the app as I was departing the country and they’re still trying to charge me.

Switching off wifi is inconvenient. I don't understand why Optus mandates the use of their cellular network - I can log in from my laptop directly, why not from my iPhone?

Won't work!. It used to work perfectly before but now it is not working, pls fix this

Do NOT get Optus!. First, I had to go to the store to recharge my account - no way it would recharge, even when on chat with customer service. At the store, they could only offer a different, rotating plan, which I did not want since I only needed it for one more week! Since I had no other option, I got it and now I CANNOT CANCEL IT!!!!! Can’t get hold of them online, by phone or on the app! Horrible service! I repeat: do not get Optus. Try Vodaphone instead. I will next time.

Let me check my usage PLEASE. Optus perks link keeps popping up. Cancel it and it comes back again. Could be more than a hundred times i cancel it and it keeps popping up! PLEASE FIX THIS... Not interested in perks any more... Fed up of this

Hurt. Emotional

Can’t register account. I am sent on a never ending loop to register my account. They have me enter my email and birthday to send a registration link so I can create a password, but when I click the registration link in my email all it does is send me back to enter my email and birthday again. I’ve tried it 4 times and never get to setting up a password. Which is required to view my bill. 🤦🏾‍♀️ Just awful.

Your app keeps crashing. Just updated the app and all it’s done is crash since.

Come on Optus get it together. This is ridiculous. This app worked before the update. But now it's saying its services are unavailable. Also you can't access any data. I just need to recharge my phone. So I try he mobile site. Guess what? It's not working as well. So I reach out to the technical difficulties live chat channel which also is down... On a Monday morning? Come on Optus. I used to use you for your convince and reliability. Please don't fix something that isn't broken.

Crashes on launch. Crashes on launch every time

App Crashes. This app is great to check data usage and minutes usage. But since the last update it crashes when it opening rendering it non functional.

Doesn't Work. I always need to delete and reinstall the app in order to use it! What are you doing Optus?! So many 1 star reviews and still no update?!

Crap. Never works waste of time and space. Would be useful to know data usage as can’t check any other way. Very disappointing

Only good for one account.. If you are only managing one mobile account, it works fine. But, if you managed more than one mobile phone account, the app does not let you see more than one balance, so you need to login to the other accounts if you want to see their balance. So, basically, this app IS NOT an extension of the web site account management. The older app worked just fine. This one… not so much.

Poor. I have been in Australia for 2 months now, I have set my auto recharge multiple times, but it never clears. So each month I have to manually enter my card, after realizing my data has expired in unfortunate circumstances. On top of my auto recharge never working, whenever I try to make a payment I have to enter my card MULTIPLE times in order for it to go through. The app should be convenient and user friendly but whenever I want to check how much data I have left, the app is always down. It gives you the option for a live chat, to which no one is available. Overall it is a frustrating process having to deal with Optus.

Consumer rip off. Another example of a company greed using a 28 day billing period so they end up charging 13 months instead of 12 basically conning the consumer. If there was a decent choice I’d go else where.

Glitchy and bad. The buttons are glitchy and it can never process my cards when I’m trying to select a subscription. Support is terrible especially the message support. Totally useless.

Works perfect. It just requires shut down wifi and use the 3G network to access for the first time of use for security purpose. Works perfect on my iPhone 4s. What's wrong with you ppl for the bad rating?

Trying to rip you off.. App works fine however it doesn't allow you to select the $5 recharge option, unlike the PC version. Trying to get you to spend more than you need. Also unlike the PC version, no paypal support.

It works perfectly :). This apps is awesome

Can't even open the app. Haven't been able to check my info for the last month because it crashes before it even can open.

Strangely limited. The app doesn't work unless your iPhone is on Optus. If you have other carriers for your iPhone and perhaps an Optus backup phone or 3G dongle then this app is worthless. There seems to be no option to login to your existing Optus account either.

Terrible, Ripoff in Perth. This app and its service is terrible in Perth, AU where it crashed and was unable to provide a balance. Optus at PER Airport assured that 4G was available in the CBD, but never got anything other than 3G. Five days of credit suddenly changed to 4 days. Use a different app and service provider.

This App is PooPoo. This app literally never works. We can’t even use Optus perks because the pages never load in the app. We’ve tried going online to use perks but the website just says to download the app. I don’t even write reviews but I decided to write one because this app is just so bad.

Can't see my bill. As I launch latest bill section, app get crash ... Until now no update for iOS 9 ... You fix things and update things too slow ..

Glitches. This app has been glitching for over a week. Will not open or recognize my phone number. Had the app for several months with no problem but now it refuses to work. Deleted it and downloaded it. Nothing seems to be working :(

So disappointing. Wish I could give no stars. I've tried to open at least ten times, every single time a failure. Get your act together! Luckily the website does its job...

Good 4G experience. Good experience as a prepaid sim user. Would like to see more data options as well as promotions for long term users like me

Does not work. Updated to the latest version and now it doesn’t work. Awesome.

Make it work. This app never works. Nothing loads. Ever. Optus might have good coverage, but their customer service is pretty well the worst I’ve encountered in any sphere of business. Good luck getting any Optus perks to load from this app! (Please make them accessible on the website or fix this app)

Why all the hate ?. Well this app works 100% why r all of u complaining I am also using an iPhone 5 I only gave it 4 stars because of the slow update for iOS 6 but other than that works fine I can check my usage and pay bills too without any hassle.

Unreliable support. App says 24/7 chat function but there aren’t any agents servicing requests at night. People can have phone issues at all hours. Terrible service.

MyOptus Crash Perks. App was straightforward but apparently the IT folks aren't aware this thing crashes every time you open it. Bad time to ask for a review.

Doesn't work. I'm not expecting much from this app but I do expect it to work. It keeps telling me to turn off wifi, which I've done. Can't even get it to connect. What a joke.

Costumer Service. The costumer service is horrible.

Utterly Useless App. It simply doesn't work. What information that is available is out of date and difficult to understand. Don't bother downloading it. Optus need to get their act together.

Bugs. First of all, how can a phone operator app be over 300mb?? When on a chat with support, every time you get out the app, the chat closes and you’re brought back to the starting screen. Annoying and time wasting.

Broken release, past versions pretty good. Past versions of this app I have worked quite well for me, however, this one crashes and locks out with the screen claiming that they are “trying to improve service”, rather than providing an honest error message when attempting to check data usage.

Doesn't work. Like the others say.. Makes you shut off wifi, but then it doesn't work at all.

Does not work on my iphone 4s. Keep getting "Having technical difficulties" message. Tried powering off, deleting and reloading app. Still does nothing. Two of the other usage apps dont work with optus either. Now their "beta" mobile app from the full site is gone. Really Optus?

Crashes on Open. App used to be great for checking usage, bills, accessing Perks, etc. Most recent update renders app completely useless as it crashes on open. Running latest iOS on 6+

Latest version is a backwards step. Optus had a good app and decided to destroy it with pin verifications and other useless features. Disappointing. If you need to top up just use the web interface and forget this app as it will work temporarily at best

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Useless App. Been with Optus for 15 years. They are behind the other Telcos and can’t even fix the basics of the User Experience of this app. I have checked out other Telco’s apps through friends and families accounts. For over the last 3 months whenever I have tried to login, been forced to in order to to view more details(my bill Etc) an error pops up saying: “Login failed Sorry, we’re having technical difficulties right now, so you can’t login. Please try again later.” There is no way to message them without logging in first so you are stuck in an infinite frustration loop. I can’t see how much the bill is and having those important details(if they want to be paid) on hand 24/7 is expected for a Telco app. I can’t call them, because I can’t waste an hour or more on hold. They keep updating the new deals and offers in the app, but can’t manage to fix this. After the Optus Data breach you assume they would care a lot more about the User Experience of their customers, but clearly they make so much profit that they can do whatever they want. So I wouldn’t bother with them anymore until things change. I am leaving Optus. I suggest you do the same to force change.

Impressive overall. Unlike Telstra’s offering, the Optus app, messaging service, and support staff in general all work together. No missing services, new services appear in both the mobile app and web interface within an hour of establishment. Messaged queries are answered, actioned and resolved quickly and professionally. Data charges are reasonable and bandwidth is good in regional Vic. But one thing that would be of benefit in the mobile app is a single page summary view of *all* services and the associated data availability for each, rather than having to swap between single selections. Otherwise, I’m sold. Glad I moved over ... :)

🤬🤬🤬. Once again poor service from Optus. Suddenly I have to enter my password into MY Optus which is on MY phone which is accessible only to ME. I didn’t even know I had a password it’s been so long and to stop me seeing and paying my bill on the app meant to be MY app just infuriates me more. I also don’t understand why MY app says it can’t store my credit card for privacy reasons yet every other company that has an app for payment, can do this. They all prompt with only 4 digits of the card and I only need enter expiry and cvv but no, Optus will only store my card if I agree to direct debit and with the constant over charging plus constant failure of the service (the whole of last week my phone told people I had been disconnected) and never have I been compensated for these never ending failures in service. Then they give you a BOT that cannot help with the simplest of requests and will ask you to rephrase every time because I don’t know the exact wording it requires to be able to help me. His about employing some real people if you really want to give service.

APP + supports + choice that’s explained in the t&c’s. Hi as above I purchased a new device through an approved seller under such a Named franchise not sure if that’s the right terminology but I’m sure the hint is gettable , purshase made approximately 1.5 months ago and I’ve had the worste experience with the all named in title and when I viewed the application I noticed it said it was performed 4 days prior now I went to open the application and immediately I was informed that the issue or update was still in the works and that along side the number/s provided are in just as much of a disarray or total customer confusion and frustration of having to repeat processes to be included are absolutely ridiculous and to end all it states in the t&c’s that one whom wants to purchase a device was not in anyway explained then when finally home after purchase I found or still find the devices offered was way to far tech headed for I as went brand to brand change. Goodnight hope you’d can rest well

.. Have been with optus for 4 years, ordered 2 new iPhones for pre order on the release date 2022. They stuffed up and send one of the phones to my old address. Having to cancel both orders and start over while I was on Holliday, I was then denied one phone and told I could only be accepted for one with a lower storage amount?? So i did that anyway to ensure I was still getting the two phones. I was very clear that they both had to be delivered together and was assured they would be. I have just received one phone which was ordered after the first one, so I call to find out what’s happening and have been told about a week it “should” be delivered… Very annoying after the amount of stuff arounds I have had trying to order 2 phones which is a very straightforward process. Have been seriously contemplating changing providers because of it. Not to mention their data breach, yay…

My account. At the moment and after more 20 years at Optus I’m not getting anywhere trying to access my account through the app! It says email and password fine but goes no where. Rang about it during this pandemic (which is hard enough to get through) and after a long time the man seemed helpful but really he said to uninstall and reinstall my app! Yep did nothing! Tried for several days different ways, changed password, all did nothing! I’m trying to access the extra data because we are zooming through it. It’s like going around in a circle, it tells you to message through my app yep can’t get into my account! So exactly how to you contact Optus other than phone which is painful and not an emergency! Someone contact me thanks! Need someone to tell me what’s going on!

Nothing good here. I used to have Optus everything and spent a fair portion of my life on chat or the phone either complaining or trying to make it work. I have slowly switched everything over and it would have cost me thousands of dollars to do that if I didn’t resist, complain and threaten the ombudsman. As soon as my internet is working again, I will be turning off my Optus NBN and probably switching to Aussie Broadband. Same price but apparently they actually provide the speed they say they will. Optus do hit the high speed I pay for all through the day but only for a few minutes at a time. And I am currently watching a blank tv screen because the internet has cut out again. Nothing unusual about that with Optus. I have used all their services and am probably suffering I’ll health because of it. The worst mobile, the worst broadband, the worst customer service and the most appalling billing system ( read robbers and thieves) - you simply would not believe some of the charges I have been hit with. Goodbye for the last time you cretinous bag of potatoes.

terminally ill. It would be nice to see optus help it's loyal customers more sadly i'm neglected and made to have to jump through hoops just to get any help having a faulty case sold to me with a brand new phone and the phone breaks to faulty merchandise amd not ever the case company or optus will help me it's hard enough knowing you're dying with limited time and this is how they look after their customers i've been donating half to 40 percent of data to help others but optus won't help me is there any point being a customer ? this would be expected by telstra not optus but here i am after 4 months of no help what do ever it's disheartens me and stresses me out i have enough to worry about being terminally ill

Optus... or just Opt Out ?. I've been using this app for over 2 years and it was great except for a few glitches where it didn't recognise my mobile number and would lock me out... usually after an update. But then all was fine again.... until yesterday 😡... I have my home NBN and I had a mobile service that was my sons phone, times have changed and it was time for him to pay his own bills with the contract over we switched him to a cheaper carrier and pre paid.... all fine until I go to pay my next bill. Stupidly I updated the app before I went to pay and now it's locked me out and I can no longer use it to pay my remaining service. Live chat.... Alec informs me there is another app, great I go to the app store........... No other app for this purpose ?! Live chat again...... no you need to go to your online account. Why is it so easy to have an app for one and not your other services ? I don't want to have to recover my online my account app that I never use ?! I now cant view any bills at all because you also haven't emailed me a bill in almost a year unless I go instore spend half my day on hold and request one and then the next month they still don't arrive ? Yet funny enough you can send me a reminder that its now overdue thanks to this stuff around ! Make the app work for all Optus services or I might just OptOut !!

Happy customer.. I’m absolutely over the moon each and every time I’m helped online by an Optus team member. It honestly leaves me smiling for hours after with how helpful the team are and how lovely they are! Although it’s completely irrelevant I’ve been off work lately very unwell and noticed my bill was due tomorrow which I don’t have all the money for until payday on Tuesday so requested an extension and without any hesitation it was approved. It gives me such a sense of comfort that I’m also a trusted customer. Just thought I would let you guys know I love Optus and would recommenced them to anyone :) thank you for always making me a happy customer 5/5 stars!

Absolutely horrible service both app and in person. The messaging service expects customers to be on call 24/7 and responding to THEM however it takes the officers 30min-Hours to respond to one message, and when i dont respond within five minutes the officer goes offline and i have to REPEAT my whole concern again with another officer who will make you wait forever. Horrible and horrendous service how optus will just brush off customer concerns and put you on hold for hours. When the concern did not get fixed after two weeks I tried to cancel my service and that along had to take a couple of days as every time i state my request, the officers will try and state alternatives and “fix” those problems which they wont. And you can only cancel your service on the exact time you request it, you cant even request it to be cancelled say on the end of the month of your current plan. Absolutely left me the worst impression on Optus

What a pain!. I pretty much only use this app to top up my prepaid phone, but nearly every time I want to use it, it wants me to update the app first. Often, I’m in a hurry and I’m not on my home wifi at the time, so it costs me a bomb in mobile data charges. Otherwise it wants me to remember PIN numbers and passwords - just to buy some prepaid credit!! Hard to imagine how this could be less user friendly. (Edit) I received a nice response from Jason at Optus, explaining that the forced upgrade was so that users of the older app could still access the chat function - that's good. But from a 'user experience point of view, it doesn't change anything. It's still really inconvenient to have to go hunting for the right PIN and password just to do something as simple as recharging your phone. And having to update the app before you can use it is a pain. GRRRRR!

Impossible to deal with. I logged on to try and tell them their data calculation is wrong And while I was waiting patiently for an answer… I went out of the ap, and after a very short time I came back to the ap, and I had to enter my chosen pin AND a so called “one time pin” just to get back to the messages… This one time pin is send as a text to a different ap, the writing is TINY it’s 6 numbers that’s hard to remember or read… And I had to do this FIVE times while talking to Optus messenger over just one hour! So ridiculous… security over board. I asked if we could turn off one time pin, and staff didn’t seem to understand what I was asking - since they told me I could “set my own pin”… which wasn’t the pin I had issue with. Updated up finally allows you to see a break down of what you used your data on (mobiles) ... similar to what other carriers have ALWAYS had. The chat is responsive- but if you don't get to the message quick enough it times out and you have to start all over- as evidently the ap doesn't save the chat history at the Optus end Also- don't forget- even if you request a timely payment extension you will still be charged a $15 late fee!!! Like no other company I have come across would. Unacceptable.

iOS App Crashes and Reporting Payments. I have been a loyal customer to Optus since I was 16. And as part of that I have received an iPad from them as a reward. Which is awesome fan service. But when I try to log into the app on my iPad and I go through all the prompts as per usual, I arrive at the dashboard of the app only for it to boot me out, which requires me to go through all the prompts again. This happened not once but four times. You simply cannot login on iOS. I can’t log into the Optus App on the iPad that Optus gave me! Go figure right! Another issue I have had is that when I request extensions on my bill payments they are approved, I receive the text saying they’re approved, and even then they revert back to the original date the next day. I requested an extension recently and had this happen and unbeknownst to me I attracted late payment fees when it was well within the extended date I had been texted. Even when I finally pay my unjustly inflated bills I can’t report the payment to have it resolved and the bill amount doesn’t change for days on end! So for me the customer, as far as I know the bill hasn’t been paid yet! And here I am wondering what stupid glitchy tricks Optus is going to pull on me this time while I’m waiting!

3 stars. I would of put 5, but it’s only because it’s difficult finding things, like “extension’s” on the billing site when I can only pay half of the bill. It’s like Optus deliberately hides the extension link so I got no option but pay the full bill when in reality I know I can only pay half for now. Thee rising of prices like petrol and food, can be stressful for someone like myself on DSP, and I m at my limit of getting my disability pension a rise to keep up. I can only give what I have planned to pay for the bill when it’s due!! Sometimes I can pay the full bill, but when I can’t, I would like to be able to click the extension link that I can see plainly on my bill when on line, to safely extend some or all of the bill owing straight away, then having to search for the extension payment link, and not being easily able to find or access the link on the day when I need to pay my bill. When this happens, as it has happened again now, in not being able to find and have easy access to the extension link etc, I can only hope you’ll see what I have done, and send me notice, to allow me the option to extend my bill for a period of time rather then Optus being direct with me!! Eg, pay now or reap the consequences ( well that’s how your email comes across to me who I read it). So if you are for the people that matter to you, I can only hope you’ll take in consideration of what has been written here before next bills are due !!

Good app until I needed to update credit card. I’ve been happy with the Optus app (as opposed to the lousy network coverage away from major population centres in WA). That was until I needed to update my expired credit card details. There is no option to cancel or update your expired/expiring credit card. So I tried to add the renewed card (same card number but new expiry date) and the app comes back with an error. I reported the error and a month later (after two follow ups initiated by me) the customer help chat (supposedly human) tells me the techs say I need to uninstall and reinstall the app. Unsurprisingly I was not happy. So eventually I decided to log in to my account via the web on my pc. And low and behold, there is an option to update your card expiry date! Surely that option can be included in the app. Or at least an option to delete an existing card and add the new one. I wouldn’t think it’s that hard in this day and age. Grrr!

Worst customer service. The online service was the worst . I couldn’t get online the pdf bill for the July month of 2020 as I urgently needed. However I went to the Optus front shop in south point greenway on 6/7/22 at around 9:30am - The customer service agent was of no help at all . I requested them if I can get the bill for July month of 2020 and they declined . They were not accepting my digital identification card at all. I explained them that I lost my drivers license and had the interim Letter. I do understand the protocols but when I provided all my proves they just didn’t want to help me . Such a hopeless service . They are there to help customers. Such a irresponsible attitude of customers service . I tried paying my bill on 7th of July but it kept declining despite I did provide the correct card number and had sufficient money.

New version is broken, can’t authenticate or access My Cases or. So many glitches with the new version of the app! I’m logged in and I can’t access My Cases - I either get stuck in an endless log in loop (where it doesn’t even recognise I’m in the app and keeps prompting me to open the Optus app?!), OR I press My Cases and absolutely nothing happens. We also don’t get ANY notification when a case is updated or a message is posted. These all live in My Cases and not the main messaging chat. I am roaming and my service hasn’t been working since 14th June!! I’ve been in contact every single day and they just keep resolving the cases when the issue continues - the worst app now and customer service is next level awful (Come on Optus app & service team, I switched from Telstra & really didn’t think you could ever be like that, but somehow you’ve become even worse!?). Disconnected conversations with over 18 of your staff, no issue ownership or true resolution, awful customer experience and no care to help me with the app issues or phone issues meanwhile you’re more than happy to take my money - oh and I’m still waiting for my refund of over $762… After 4yrs my experience this past year has been so poor I will be looking elsewhere once I’m back in the country. If I was in Australia right now I would have ported out already as I need my phone number for work and 2FA for everything. Horrendous situation to be put in the last 3 wks while on holiday without a working phone number!!

Acc deleted & live chat issues. Hi, I’m a long time customer and I find it very frustrating that my prepaid Optus account was deleted from the app for the second time now. It was deleted the first time around when I canceled my postpaid acc (I had both postpaid and prepaid accs under the same login and ur staff deactivated both accounts without looking when I’m still using my prepaid acc) and it took me hours to call and wait on the phone so I can get service since the live chat wouldn’t work when u don’t have an acc! Your app keeps telling me to live chat you, then at least make it work WITHOUT an account that u accidentally killed for whatever reason. And now, after you update your app, my prepaid acc was lost again in god-know-where in ur system again. So can you please either make the app work without an account so ppl can actually live chat u, or put ur customer service no. when the annoying msg come up so ppl can actually call u for service? Thank you.

Constantly locked out. I’ve had enough of being constantly locked out, unable to view bills or account details and to top it off Optus still cannot tell me why I can not receive messages to my old trusted number. Who is receiving my messages then? Has my number been ported without my Knowledge? I have been locked out of several email addresses and therefore have lost all my important documents along with irreplaceable baby photos and the like spanning a decade. Optus have cost me dearly for not taking my problem seriously and whenever I have tried to sort this I am placed on the phone for hours and the problem is never solved. Now it appears as though my identity has been compromised and I feel telecommunications need to be held responsible and accountable for the loss on my livelihood that has resulted. What criminal background checks do staff have to entail? I am not a fool and when I mentioned my number could be cloned they treat me like a crazy person. Thing is cybersecurity treats this seriously, go figure. When I ask for my password to be reset it takes me back to the link in the app with nowhere to reset password, just option to reset. Eventually I will get to the bottom of this and expect those responsible to be charged accordingly.

Shocking app, not user friendly at all. Optus has had the Premier League rights for years now, and still hasn’t ironed out the issues. Their response to the shocking switch over and the way they butchered the last World Cup in Australia has been been borderline negligent. The Optus Sport app has no indicators for key events on the timeline (e.g match start or half time), if you have to stop watching and go back to your patch and press ‘resume’ it just starts over anyway. If you go to ‘watch from start’ on a match that is currently live there’s a good chance it will just start live and spoil the match for you. The fast forward and rewind controls on both the mobile and smart TV apps are so bad to use they may as well not be there. It’s a disgrace that this is a monthly subscription when it works so poorly. Optus you’ve ruined the Premier League!

Glitch Galore. I’ve been using this app for over a year and it’s been really good at allowing me to track my data usage so it’s good for that. Except there’s been a few too many glitches recently that I can’t ignore. Every time there’s an update I get locked out and need to log in with my number and pin again. EVERY TIME. And there’s a lot of updates. Sometimes it glitches so bad I need to delete and re-download the app. For the past few months or so I haven’t been able to track my data break down as well as the app immediately responding to me paying my bills. I pay my bill, check it one hour later and it still says I need to pay it. Wait 12 hours and finally the transaction has gone through. If my bank app hadn’t kept track of my finances I would’ve paid the same bill twice

Better than the rest!. People complain all the time but I can honestly say I’ve been with Optus most of my life and I will never go with another carrier, i often hear from friends all sorts of weird problems and stuff ups regularly with their phone carrier, but Optus has never let me down, always complying and helpful to my queries and if you don’t feel like talking you can write to them on the app and they’ll help you until you work out the prob whether it’s phone or internet. I’m really a satisfied customer and a company that I know is looking after me. I have done a few extensions when times were tough and being given that extra time makes so much difference to get my finances in order for the next payment. The phone staff are friendly and very helpful all the time. I have no reasons to call but when I do I know I’m being looked after.

Yes Optus app and Live chat is useless. Had an issue within the app (not linking to my My Account details properly) and used the Live Chat option through the app to find a resolution. The live chat glitches all the time and I lose the chat or the ‘team member’ on the other end misunderstands my problem and doesn’t actually help resolve it. I have started 5-6 chats now and every time I have had to re-explain my situation from the beginning as there seems to be no record kept of my previous chats or the ongoing issue (so I still have not had my issue resolved)! The lag time is very slow between responses so it just drags out the whole process and what would normally be a 20 mins convo with a person over the phone or in a store, it takes double or triple the amount of time. Even though I have had a different person every time I’ve had to restart a chat, they all have the same ‘scripted’ responses so all this makes me think they are robots not real customer service people. So far the little help I have managed to get from the app live chat has been to send me to login to my My Account online as a work around - which begs me to ask, “what’s the point of the app if your own customer service team members point you away from it??”

ironically terrible. optus cancelled my service saying that it needed to be renewed three months before the end date despite it being a year long plan. i’d had it for three years and never had to do that. so i bought a new sim, tried to activate it, but they were having problems and i missed the call because i was at work. they asked me to call them back but because -they cancelled my service- i couldn’t call anyone let alone them. i tried messaging them on the app instead but the app is terrible and buggy and you can’t use the messaging service at all. it just says it’s offline and to try again later. it said that for two weeks straight. i tried off my laptop thinking that i could perhaps use the messaging service online somehow. it all just says to use the app which would be helpful if the app worked. so i emailed them in a last ditch attempt to finally fix the problem with my service. at this point i had been without a service for two weeks. its now a month later and they still have not replied :) i wasted $30 on a service i couldn’t use and couldn’t even get any help with trying to resolve the problem. I’ve ended up switching providers now because, hilariously ironic, the thing stopping me from fixing my problem with optus and activate my service, was optus lol

5G, Fetch and Mobile services super. I was surprised how easy it was to set up the 5G modem for an older person and connect my printer too. Service is quicker than old one but sometimes is slow at peak times. Fetch tv thru Optus is fine and there is a fair bit of varying content if you get most stations in your pack. Mobile service has been more reliable in my area of Fremantle WA than other providers going by the comments on the community Facebook pages. Wish country areas had better service though. Optus app is easy to use and is so much easier to contact people thru than waiting on the phone if you have questions. Most things needed can be accessed thru the app.

Frustrating. Twice now my bills haven’t been deducted from my account to pay despite having the available funds on time. Optus used to have a manual payment option for when their automated bills don’t go through which they don’t anymore, and now they are threatening to limit my services. My app also tells me I’ve already gone over 50% of my data since roll over which I know isn’t true because I don’t get a lot of reception where I am. I then called customer service to ask them to put the payment manually for me on their end and by some comical miracle- even they couldn’t help me. Be it due to system maintenance or what I don’t know, but it’s frustrating to feel like I’m getting punished for something that’s not even my fault to begin with. Pretty annoying.

Natasha. Optus provides great service and reception is hardly ever an issue. Technical support is very helpful and easy to navigate and understand. Optus is very generous with payment extention timeframes. My only issue is recently when I requested to upgrade my phone earlier than the normal upgrade time due to my phone having issues with call drop outs, missing calls and loss of volume and speakers, Optus were not very good with offering a discount on upgrade even though I have been a loyal customer of over 10 years. Overall apart from this issue, I’ve been impressed with Optus service and support and would recommend Optus as a service provider when purchasing a new phone or service.

Nothing but hassle. My prepaid sim got blocked but because I no longer have access to certain email address they refuse to help me and told me to start a new sim, new number etc except the app won’t allow me to recharge as it is still attached to my previous number. All I want is to go back on same prepaid plan I had but instead they just keep passing me around from one department to another and not helping in any way. Been on the phone to optus now about this for a week and still haven’t had a straight forward EZ answer from anyone. Stick Optus I’m leaving this BS and going elsewhere which is unfortunate because I have used optus since optus was first around, never a problem but these days with all this stupid authenticity BS needed it’s gotten beyond a joke. If my elderly mum has a medical issue whilst Optus continues to mess me around I WILL SUE . I’ve had enough of this crazy get you nowhere stuff Optus keeps throwing at me. Optus has gone from a top score of 10+ down to 1- Never again!

Not Just MyOptus. Here in Western Australia for many people I know, Optus has been providing terrible connectivity. From important phone numbers seeming to be disconnected (when they are not) **during emergencies**. To numerous mobile to email mms just not arriving. Photos of family and loved ones unable to be shared because the service is just not letting them send. There is a change of policy and a push for Optus support staff to encourage new and long term existing customers to move their contracts in order to lock them into updated restrictions. Automatic billing as an example, is just not possible for some long term and loyal customers. All the while, getting support for updating and renewing existing contracts, at the very least is slow, at the worst is hours long (and only during particular office office hours), complicated, impossible, or completed *and then* later found to be completed incorrectly in order to enforce those unwanted locked in policies. I have just deleted the app and downloaded the new *updated version* in order to log in and pay my latest bill. At the very least to check how much the bill is, and to pay elsewhere through a website link. The new version appears to be having technical issues and to try again later. Where’s all the money going? Who’s getting those big bonuses? It is becoming increasingly obvious that Optus is no longer a viable service provider.

Bill Option. Hello, I just wanted to say that the app has been fantastic so far except for one thing. My dad made a contract for me for an iPhone and everything was fine for almost a year but now when I try to pay the bill, I can’t because there is no option to do that from the app. Which is why I have to go to safari then the Optus website and pay it directly from there and it’s annoying. I want to be able to pay my bill from the app. If you’re unable to do anything about it and if you’re very busy its ok 👍. Anyways, Thanks for taking the time to read this.

Good app to use but there are issues. Good app use it all the time for both my daughter & my phone’s, only issue is when I’m recharging with a retail voucher. When you are only recharging with $10 you can’t choose what you want unless you ask when you’re buying the voucher exactly what it’s being used for. It’s extremely annoying when you have a tween/teen and they get the credit from their grandparents or as a gift, and those who don’t have a prepaid phone buys the recharge they don’t know anything about recharging & having to ask exactly what the voucher is going to be used for, I was even hit with this as I normally just recharge with $30 on my debit card, I was just kinda lucky I said data but there is 2 different types of data the first was expiring in 7days the other in either 14 or 28days. I would recommend using a debit or credit card where you can know exactly what you want.

Our information was given away, so you deserve 1 star.. All of us as customers expect some quality in the service we pay for, as we made the choice to go ahead and use the systems you provide from a process of thought and trust. Yet, y’all just decided to not care at all and become absolutely complacent with all our information that is collected. Our information, that can be used to defraud us, was always in the worst hands when we trusted it with you. How can we, the customer, protect ourselves and our future transactions in any shape or form after you all stupidly gave it away?! How can you all be so absolutely stupid I’m not considering how awful this data breach can be and instilled a process of security?! Apparently the customer is just a dumb cash machine that doesn’t matter on an individual level, just as long as we keep paying our bills and buying your wares and keeping the lights on. Y’all should be ashamed of yourselves. Absolutely disgusting! Oh, and the app is terrible too. 1-star. Why? Well, it’s owned by a company that didn’t have a kill date on all the information of their new customers collected, that also didn’t have a strong security protocol to prevent anybody from accessing their internal networks and scraping their information to then be sold to anyone willing to pay for it and to start a potential tsunami of identities stolen and de-frauded. It’s also clunky. Really awful user experience.

Liam Lewis. I lost my phone, and had to get a new phone. So I had to go on a plan. The shop assistant was so helpful and honest that I got a new iPhone, but because I had no use for a fancy camera I was told it was cheaper to get the Xr which had all the same software and hardware of the 11. My mum is in hospital so financially this pay I was a bit strapped and Optus offered an extension of over a month by pressing one button in the app. Tesltras team would have sold me anything basically to get the most from me the sales person could get. I was a long time Optus customer anyway and the choice was a no brainer, so from the point of sale until the use of the phone I recommend Optus every time. Added bonus i her more data than I can use always have at least 8Gig left over. Although it doesn’t roll over like prepaid it makes no difference I can’t see how I could use all that data myself anyway 5 stars. Thank you Optus. Sincerely liam lewis. Customer for life. 😁

Switch to Telstra. The latest bs associated with this crappy company should be all the proof customers need to change to Telstra like I did after the last bs they went through and I cannot believe that people choose to stay loyal to a company that clearly is not loyal to you. You can port your number to Telstra, they are waaaaaaaaay better and they offer 5G coverage whereas Optus said they would but never did. Hopeless company and I cannot believe that major companies still actually use it, how much proof do they need that this company is DODGY?! I cannot believe that Australian companies are not using Telstra which is Australian over some overseas scamming company like Optus. It’s like Optus customers love being scammed and without a service or something - I bet they are the types who sit on a nail and complain of the pain instead of either avoiding it in the first place or getting up healing and getting far away as possibly from it. Dodgy foreign company with dodgy foreign staff who are only there to scam you. Would give negative stars if I could

Worst ever roaming and customer service. I purchased their e-sim card and international roaming service, which was totally broken down in 8 days. I thought it was my issue, so I bought another 14-day international roaming service. Still, their application kept saying technical matters and the only way to solve this was going to their brunch office in Australia. So I contacted their customer service and requested a refund of what I paid that was not serviced because of their technical issues. The customer service started to say, “The only way they could refund me was by switching to their postpaid service.” I have reasons to think they planned these technical issues with purpose. And I had a terrible experience with them because I paid $35 for nothing, and even worse that I can only access to the internet through my husband’s hotspot when we outdoor. If there’s 0 star I won’t give them 1. Will never choose Optus anymore.

Can’t add data, error without message. The app displays our data usage fine, but, as soon as we try to add-on the free data, or go to live chat to seek help, it asks to login or register. We can’t register again so we populate the login details, it goes nowhere. No error message displays, the screen just remains on login. We’ve tried on several devices over serval days, with the same result. We can login on the website, but can’t add the data. We managed to call through to a representative who said he couldn’t add the free 20GB data for us, it had to be through the app. He said the app must be experiencing ’load’ issues and to keep trying, there’s nothing he can do... The app/ server? may be experiencing load issues... but this looks like it’s a different issue. It’s an action with no visible result...There’s no time out or sever error displayed, to validate the ‘load issue’ theory. We’ve attempted to login and add the data at early times in the morning, when we expect useable (load) to be low, same issue. In the end we’ve had to upgrade our account and modem and lock in for 24months, just so we have enough data to keep working from home... Outrageous that the rep wouldn’t escalate us to technical support/app dev team or be able to add the free add-on data to our account, on our behalf. Please don’t offer us something we need, for free, under the guise of helping people, when you block our access to it for arbitrary reasons and say there’s nothing you can do.

Extremely bad service. I have Optus NBN and Optus mobile phone plan, both awful. I have tried many times to live chat to customer service through this app, and get cut off before the chat is finished, so I never get the issues resolved. This is extremely frustrating, and seeing as Optus is a communications company, this is totally unacceptable. I have also phoned Optus directly to complain about my dreadful NBN quality and speed, and why the wifi drops out regularly, and once again, calls to customer service get disconnected....... aaaaagghhhhh!!!! I am so sick and tired of all my Optus services, I was very happy as a Virgin customer, but since being moved over to Optus, I have had a lot of problems with both NBN and my mobile phone service, and the customer service has been the worst of any company I have ever dealt with. I strongly advise potential customers to avoid Optus and find alternative provider, my bad experiences are not one off issues, it’s been a constant problem and despite me asking for them to contact me to resolve problems, they never do. If I contact them either through the app, or call directly, the call/chat drops out, I’ve wasted so many hours trying to get things fixed, and at my wits end. I am leaving this terrible company and so will my wife.

Embarassing. Had a problem with my optus perks, tried to pay movie tickets trough the application but some reason it keeps rejecting my card and the warning sign says that i need to review my account. Tried to call their customer service which is extremely terrible, they cant speak english properly and obviously does not know what they are doing, keept trying to transfer me to technichal support which keep bouncingh back to a completely different department and this happens 5 times, it happens with the online chat help too. Tried the website which keep asking me for my email confirmation even though i have logged in. optus is a mobile service and it’s so embarrssing that hey cant even have their mobile application right, worst customer service i’ve had experience so far. Reason why i chose optus was because of the perks. If i cant use them, why should i bother sticking to them if there is a better mobile service out there with better signal. Time for me to say goodbye to optus

Complaint. I required a new modem end nov an nbn tech sent to test and required new modem. was sent a wireless modem which was incorrect for my requirements as was on nbn service. Working from home, an essential worker. So another nbn tech was sent and confirmed incorrect modem requested replacement and asked how I return the wireless one. Finally got case mgr Dewayne in jan after lots of calls and frustration. Email 10/1 how to return modem when the return pack did not arrive after 3 weeks. 11/1 handed modem to morphett vale post office. Was delivered 18/1 to your Yrnnira warehouse. Still waiting on credit aware will take time. I have paid what I thought I owed waiting on credit and prepared to pay what I owe. Too long too many phone calls and stress. Wandering if worth the hassle . Need a better faster outcome when relying on a service to keep me in touch and helping my customers. Way too much stress

Optus Prepaid services. I purchased a new SIM card try to activate online when I click on keep my own number Optus not allowed to activate online transfer to human chat. I had chat with 2 Optus customer care 1st one was Aari and second Grace both unable to activate my SIM card even they asked my details and Grace hit my credit history and hurt my credit Score even I was applied prepaid SIM card activation not applied postpaid plan with mobile at all. Prepaid SIM card don not required credit checks at all times can’t believe it how stupid workers Optus hired don’t know what to do now I am going to throw this prepaid SIM card into the bin. I waisted my 2 hours over the the chat to activate a SIM card. Ther is only 2 good companies Telstra and Vodafone. Optus should teach there workers before they start take calls and resolved the issues.

App Can’t Activate Esim. A long time Optus customer I am very disappointed with my new phone / contract activation. My current contract (plan only) contract’s price was lifted with no communication then my service became faulty, I could not receive calls or text on my previous phone so I ordered a new phone/contact. I received the phone on Friday and opted for the esim as I was sold by your advertising it was an upgrade and the best thing to get. I have not been able to activate my phone since receiving it Friday. It is now Wednesday night with no communication on when it will be activated. I have used your message service, called your customer advice Centre three times in which I was told I was ‘at fault’ and in the setup and it would be fixed in 20 minutes. An hour later, still not activating - That was on Monday! I’ve been into the store twice with no help, when I got in the store I was put back onto a customer service phone. I have wasted hours of time and fuel driving to the store trying to simply activate a new phone! I was told yesterday at midday it would be activated in 24 hours. It still cannot be activated and I received no correspondence about it despite being told I would be called back today. This is simply unacceptable and I regret re-contracting with Optus, it’s incompetent and unprofessional service for a long term customer. I will not be recommending Optus to any of my network and have already warned people of your service.

WARNING! Unfair Charges.. Optus store representatives can cost you a lot more than you thought you signed up for. Everyone knows not to be fooled with the ‘up-sell’ but if you are interested in the bonus products or services, do not be dazzled by the latest gadgets and then mislead into thinking that extra charges won’t be applied. Plan costs obviously may increase but there will be a double-up too. Even if the extra charges are due to the changeover and are a one-off, why should the customer be out of pocket. A ‘changeover’ should be a ‘transition’, not an ‘addition’. AND GOOD LUCK, if you want to cancel after the realisation you’ve been mislead and you’ve accepted all the products INCLUDED in your new contract. Make sure you have at least $3000 to pay them out. DISCLAIMER TRANSLATION: A mobile phone contract is EXACTLY like a credit card. Only the interest is A LOT higher. NB: Keep the contracts short and buy your products outright.

Bad customer service and app. I have to log out from my account from top left option to see optus perks and everything else. Previously if I logged in I can only see my bills and usage. I moved from vodafone to optus after 4 years of being with Vodafone. They offered me 20% discount if I moved my home internet to optus too. First week after they ordered my modem, it was delivered to the wrong address. Yet the customer service insist that it has been delivered without giving me tracking details from star track. 2nd contact, customer service was nice and gave me extra 10gb for my service, promised to sent the modem. A week later the modem didn’t came, 3rd contact, apparently they didn’t sent it to me. After 3 weeks of subscribing and 3 different contacts I just got my modem. Worst, service, ever! I can’t even call them it has to go through the stupid live chat that kept asking for my details everytime I reply!!!

The update makes app unusable. Previously the app was difficult to use at best, crashing often but at least you could see your data usage most of the time and use the message feature, recent update has made the app completely unusable. Constantly get greyed our loading screens that never load and they changed the data/day counter to a percentage remaining. The old one was better but overall this is a terrible app. Optus is also a bad provider, I pay $120 a month for 24hour service with a dedicated team that is never available and when I called this morning it said the call centre is closed, would love to know what I’m paying the premium price for since it obviously isn’t better customer service and definitely not for better cellular service as that is always poor. Update: tried to use the massage system through the app, after it causing the app to crash multiple times managed to send a massage, has been most than 12 hours with no response. Every single thing this company does is useless and to the detriment of their customers. I have found the only way to get optus to do anything is by lodging a complaint with the TIO I highly recommend anyone have troubles with them lodge a complaint with the ombudsman as apparently they “care” about your problems with their services allot more when they have the ombudsman breathing down their neck.

Optus Mobile App and Data Breakdown. Thanks Optus team for advising about what to do when you onboard the app. This however must be recent as up until then, the option of whether to onboard using the mobile number or email address was never presented and this is now the first I have seen of it. Please don't make it sound like this was always there when it wasn't. What you could have said is that the Optus app has been updated and that when you open it that the UPDATED app will present these options. It works and that is great that the developers finally corrected this but please, be truthful and don't make it sound like it was always there when it clearly wasn't. This is the reason I have removed 1x star from this updated review.

Very hard and annoying to navigate. The concept of the app is great, however it’s not as convenient as it could be. For example, to pay bills it does not remember your payment methods and each time you go to pay it asks for your details. Also, when I go to request an extension or to even view a pdf version of the complete bill it doesn’t recognise I am already signed in with my Optus account and will ask me to log in with my email and password again. Which is also annoying as it says I do not have an account when I clearly do as the app is using my Optus account details already to display my info. Many bugs and frustrating aspects which is a shame, as I said it has the right idea to be a convenient but lacks execution by the development team.

Not always the best. I have been with Optus for nearly 20 years. Then my information was in their first data breach. Made my life difficult, very annoying, I’m still suffering from that. Needed to get a new phone as my old phone of 4 years died. Optus insisted that I have to give them my financial information and I was no longer allowed to prepay my own bill. So after leaking my information to the world they now want my bank details. I think that was very rude. My credit file is permanently locked, I had to get a new licence and now they want my bank details on file. I’m still annoyed. And the new bills are awful. I can’t see how much credit I have the bill is poorly designed. There is no total balance, less transparency, and their my Optus app hasn’t worked on either my phone or IPad for years. It feels like I have no rights as a customer. Feels like Optus still holds a big stick over everyone and too bad so sad, go somewhere else if your not happy. Sorry doesn’t cut it, every customer is not the same.

Big improvement. The Optus app has gone from quite useless to very useful. Finally I can get the information I need. Last few times I tried the messaging I just didn’t get a reply or it took a long time. Optus still recommends its use when calling but I prefer to speak to a human. Recently I called premium support about a technical issue, not only was it fixed but the support guy recognised that I could be on a better plan which ended up saving me $60 a month with more data (which I don’t need, I already have more than I can use, but welcomed) Optus are way better that the alternatives, changing over was the best thing I’ve done since moving to the Apple ecosystem.

Worst customer service. Very poor customer service and worst app which doesn’t update our address details immediately which should be displayed in the bill cycle. When I contacted the customer service he said he can’t provide an new bill with the updated details even though it’s their app’s fault and when I have asked them to send at least the updated info about using their services with current address he said they would only send text message and wait for until next bill cycle to get new statement with the proper pdf address document. Even he couldn’t connect me to his senior team to assist further and when I said it’s not proper response he simply said it’s what it is and you can did other network if you want to opt out. If you want proper customer service better opt for other network providers.

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App Doesn’t Eork. I try to sign into my account by sending a verification code,it doesn’t let me punch in the code.

Doesn't work even a little bit. This app crashes on opening every single time, after running through some of the initial set up. It is completely unusable.

Can't open the app. Until recently I found this app useful to keep an eye on my data consumption over the course of a month but now it crashes immediately every time I open the app. Please fix!

Awful. Do not bother.. Characteristic Optus. Flashy and descriptive app that does absolutely nothing. The app is always "experiencing technical difficulties" and will only provide a number to call Optus.

Not getting another cent from me. Hey Optus, I’m not paying my bill. Here is why, my girlfriend and I had the exact same plan $65 a month with x amount of gigs. We had been customers with you for probably 2plus years. Though we both left Australia on the 1st of April, we both called up and cancelled our plans pretty much on the same day…..it’s now mid May and yet you are trying to ask me to pay $32.50 services charge yet my girlfriend has not been billed. How is that right that one gets billed but not the other? anyhow neither of us are paying for a service we haven’t used for over a month and since I’ve cancelled my plan I cannot chat via messaging because I don’t have an account with you guys anymore and I’m not making an international call just to talk with an unhelpful customer service rep. If I ever return to Australia I’ll be taking my business elsewhere.

Can’t Login. Tried many times to login to the app but never works. Please fix your app.

Deceptive bait and switch. Optus website gave a price if plan ordered online. Their website makes you download this app for the promo. The price in app is much higher. Optus says they can’t change the price in the app. Lost us as customers. Deleted app and went elsewhere.

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Instant fail.. Optus sends an authentication text to set up the app. On entering the code the app says it has "technical problems" and does nothing more. That's all it does.

Works but .... Works but I have to sign in again with every update. Weak.

App Crash-es. Would be good. If it actually opened. Which it doesn't. It crashes when you open it.

Please fix for ios9 compatiblity. I know you're Australian but that's no excuse!!!

Great app if it worked. Would be a great app if you could ever use it. Crashes every time

Mobs only. Only works if you have an optus mobile. Not landline or home broadband...idiots

Useless. Does not work at all.. This App does not work on my Pre-Paid Optus iPhone 5 account. Useless.

No work for me. I am guessing people with international cell numbers can not use this app because I can not get passed the SMS code input section, because I never get the code. 1. I signed up with Optus for wifi. 2. Downloaded app 3. Upon opening. App want to make sure "I am the real deal" 4. So it sends an SMS to your phone that never comes to me. 5. I am supposed to enter this code before I can go further. 7. After re sending ten times. I gave up because code never comes. 8. Guess I can't use app. I have a US number. Only reason I can think of. But that shouldn't stop a consumer.

Doesn't work. I'd rather get ran over by a truck than continue trying to get this app to work

Forgetful. How many times do I need to setup the app? Answer: Every single time.

Does not work on iPhone 5. Won't detect account detail and no option to login manually.

Doesn't work...still. Wifi is off, on LTE/3G, still won't 'auto login'.....It is Optus though, so I'm not surprised...

Completely Useless. Do not download.

App crashes. The app crashes as it opens.

Crap. Can’t even add my phone number!

Never works. Never works. Terrible app.

Terrible upgrade. Requires you to receive a pin to "customize" but there's one problem.. A mobile broadband device doesn't receive texts! So now it's worthless because you can't get a code to get in. This is basic basic stuff. Terrible user experience - how anyone could have screwed this up is beyond me. The app is useless if you have only a sim in a mobile broadband device.

Do not update. I can't see data usage, bills, etc after update.

iOS 9 crash. Used to work great, until iOS 9 as noted by other reviewers too

App crashes on launch in iOS9.. App was working great but after iOS 9 update app now crashes on launch. Please fix.