How to contact

Optus

 customer support fast

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.

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.

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.

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.