Need to contact Optus and make sure they reply?
Optus customer support overview
Optus is one of Australia’s largest telecommunications providers, offering mobile, internet, and TV services. Optus provides multiple customer support channels to assist its users:
- Phone Support: Main support number 133 937 (13 OPTUS) available Mon-Fri 8am-8pm, Sat 9am-5pm.
- Live Chat (24/7): Messaging support is available via the My Optus App and Optus website.
- Optus Stores: Visit an Optus retail location for in-person assistance.
- Online Self-Service: Use My Optus Account for billing, troubleshooting, and plan changes.
- Social Media Support: Contact Optus via Twitter (@Optus) and Facebook.
Common Optus customer issues and complaints
1. Network & Service Outages
- Optus mobile and internet services sometimes experience outages.
- The nationwide outage in November 2023 affected over 10 million customers.
2. Billing Errors & Unexpected Charges
- Customers report incorrect charges, double billing, and fees after cancellation.
- Some common issues include roaming charges, overbilling, and missing discounts.
3. Long Wait Times & Customer Service Frustrations
- Customers may experience delays in reaching agents.
- Some report inconsistent support and needing to explain issues multiple times to support agents.
4. Technical Support Problems
- Broadband customers report slow response times for NBN repairs and modem replacements.
- Some mobile users face repeated dropouts and coverage issues.
5. Sales & Contract Complaints
- Customers claim their plan prices change mid-contract.
- Some feel pressured into longer-than-expected agreements.
How to contact Optus customer support
Optus offers multiple ways to get in touch:
1. Phone Support (General Inquiries & Technical Support)
- Call 133 937 (13 OPTUS) for billing, mobile, internet, and general support.
- Business customers can call 133 343 for business-related inquiries.
- Operating hours: Mon-Fri 8am-8pm, Sat 9am-5pm.
- Tip: Use off-peak hours (typically mid-morning or afternoon) to reduce wait times.
2. Messaging (Live Chat) via My Optus App (24/7)
- Download My Optus App and log in.
- Tap “Message Us” to start a live chat with a support agent.
- Your chat history is saved, so you can follow up later.
3. Optus Stores (In-Person Assistance)
- Visit an Optus retail store when you need assistance with your plan, device or billing. Store staff can also call customer service on your behalf.
- Use the Optus Store Locator to find a location.
4. Online Account & Self-Service Support
- Log in to My Optus Account.
- Use the Help Centre for troubleshooting and any common questions.
- Check for network outages using the Optus Network Status page.
5. Social Media Support
- Twitter/X: Send a direct message to @Optus.
- Facebook: Message Optus on their official Facebook page.
6. Submit a Complaint
- Use the Optus Complaints Form for escalations: Optus Complaints.
- Complaints are acknowledged within 2 business days and will be assigned to a case manager.
Optus key customer policies: refunds, returns, cancellations and more
1. Contracts & Cancellations
- Most Optus plans are month-to-month with no lock-in.
- If you cancel, any device payments and outstanding fees must be paid.
- Contact Optus via phone or chat to request a cancellation.
2. Network Satisfaction Guarantee
- Optus occasionally offers a 14-30 day satisfaction guarantee.
- Customers have the option to leave penalty-free if they’re unhappy with the service quality.
3. Billing & Refund Policy
- Refunds are credited to the original payment method.
- Customers may need to request refunds manually for credit balances.
- Optus does not automatically refund unused funds after cancellation.
4. Consumer Rights & Warranty Claims
- Devices sold by Optus come with manufacturer and Australian Consumer Law (ACL) warranties.
- Faulty devices can be repaired, replaced, or refunded, depending on the issue.
- Customers may need to escalate complaints if their refunds are initially denied.
5. Price Adjustments
- Optus reserves the right to increase plan prices.
- Customers on no-contract plans can leave if they don’t agree with the new pricing.
Optus complaints submitted through Ajust
I contacted Optus multiple times and even visited their store, but no one could resolve my issue. I asked five times in one day to speak with the complaints department and never got through. I’ve spent over 27 hours trying to get help, and I still haven’t had a proper conversation with anyone who can fix the problem. - Sharen
I tried to cancel a mobile service for my elderly partner. After endless holds and disconnections, someone promised it was done. But we got another bill. When I called back, they claimed there was no record of the cancellation. This has been exhausting. - Patricia
After moving home, I asked to pause my Optus service. The rep said I could cancel without fees-then I got billed for the modem and a full month’s service. I called again, but they suddenly had no record of what I was told. It’s impossible to get a straight answer. - Puri
I emailed Optus twice to ask for a short extension on my payment. I’m 76 and always pay on time. Instead of replying, they immediately disconnected my phone. No warning, no follow-up-just cut off. - Kaye
Recent experiences with Optus customer service
Positive Resolution – Quick Plan Fix via Chat
A customer disputed an unexpected international charge via the My Optus App chat. The agent reversed the charge within 15 minutes, and the customer left satisfied.
Negative Experience – Delayed Internet Repair
An Optus NBN customer waited 10 days for a technician visit due to a misdiagnosis. Support was slow to respond, and the customer had to escalate to receive a service credit.
TIO Escalation – Finally Resolved
A customer was overcharged for months and got no resolution from Optus. After filing a Telecommunications Industry Ombudsman (TIO) complaint, Optus assigned a case manager who corrected the billing within a week.
Official Optus Customer Service Links & Contact Information
- Optus Contact Us: Optus Support Hub
- Optus Customer Service Number: 133 937 (13 OPTUS)
- 24/7 Live Chat (My Optus App): Optus Messaging Support
- Optus Store Locator: Find a Store
- Optus Help & Support: Optus FAQs
- Network Status Checker: Check Outages
- Submit a Complaint: Optus Complaints Form
- Telecommunications Industry Ombudsman (TIO): Lodge a TIO Complaint
Optus Contact FAQs
How can I actually reach a real person at Optus customer service?
The fastest way to reach a real Optus support agent is via the My Optus App’s 24/7 live chat or by calling 133 937 during business hours. Live chat keeps a history of your conversation, so you don’t need to repeat yourself. To avoid long wait times on the phone, try calling mid-morning on weekdays. If you're still stuck, tools like Ajust can escalate your case and get you a human response faster.
Why does Optus keep charging me after I cancel my service?
Optus often continues charging if there are unpaid device fees or if the cancellation wasn’t processed correctly. Always request written confirmation of your cancellation and check your final bill for errors. If you see charges after cancelling, contact support immediately and ask for a refund. If that fails, services like Ajust can step in to dispute charges and get your money back.
What should I do if Optus won’t fix a network or NBN issue quickly?
If Optus delays fixing service problems, escalate your case through the app, then lodge a formal complaint or go to the TIO. Document the outage and support responses. If there’s no resolution after a reasonable time, you can request compensation or credit. Ajust helps push cases forward when support stalls, especially helpful for juggling parents or remote workers relying on fast fixes.
Can I get a refund from Optus if I was overcharged?
Yes, Optus offers refunds, but you usually need to request them manually-even if the overcharge is their error. Refunds go back to your original payment method, but credits after cancellation aren’t automatic. Always check your statements and follow up. Ajust helps consumers like you challenge unexpected charges and get fast results without the stress of chasing Optus yourself.
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