The Optus Merry Go Round
Wednesday, September 30, 2015
My wifi has been playing up. It seems to reset itself or something because frequently I have to manually reconnect my notebook, and my printer keeps going offline as does my Akruto sync that keeps my phone and computer talking to each other.
My modem is provided by Optus,... yes, here we go again... but I already know going into a store will not achieve anything, they will tell me to call technical support on 131 344 (where I will be kept on hold until I hang up out of frustration after an hour or so) or I can go to their website... I chose the latter.
Going to their home page I see this:
and I click on SUPPORT - as you would
Which takes me to their SERVICE HUB where you can type your question in and you are offered a few stock answers - none of which helped me unfortunately.
At the very bottom of the page is a link saying CONTACT US - pressing this takes you to a page called ASK OPTUS
where, after you ask your question again, and they provide the same answers again, you are given the options of:
- JOIN THE OPTUS COMMUNITY (You need to register to join a forum where you can chat with other disgruntled Optus customers)
- PHONE US (They give a number 133 937, which they said is "General Enquiries/Tech Suport", but it's actually just General Enquiries, once you eventually get through, they will transfer you to the back of the line at Tech Support on 131 344)
At the bottom of that page you see two more additional options. Contact via Facebook or Twitter
I chose the Facebook account and received a fairly prompt response which ended with me being told
"If that's the case it's best to get in touch with our tech support team on 131344 or via http://yesopt.us/chat2us to get this further investigated. Steph"
I clicked on the link she gave and was back on the website
I click on TECHNICAL DIFFICULTIES and was taken to this page
Not exactly helpful.
I did notice at the bottom of the NEED A HAND? page was the option to FILL IN A FORM and they would get back to me...
So I clicked that link and was taken to...
Yes, the merry go round had completed a full lap and was ready to start again!
I went back to Facebook and asked
"Why is there no link to tech support on your web page"
and Dave replied
"We have this one - http://www.optus.com.au/.../answer/how-to-contact-optus.... Not sure if that's what you were after. Dave"
Yes, that is indeed what I was after, but you cannot actually find that page. It's deliberately hidden.
It appears that the only way you'll get it is by going to the ASK US page and typing in HOW DO I CONTACT OPTUS.
Even then, it gives the same options: Optus Community, Facebook, Twitter, 131 344. Plus an OPTUS APP you can use for questions about your mobile service
But at the very bottom of the page....
It's like discovering buried treasure... those magical words... HOW TO EMAIL US. Clicking on them takes you to
But the excitement is short lived
The next screen warns you off emailing by letting you know it may take several days to get a reply... and again directs you to OPTUS COMMUNITY ("Discuss your problems among yourselves please, don't bother us.") PHONE US, or us LIVE CHAT... sounds promising, but that link tells you to download the OPTUS APP, Live Chat is for Mobile support only...
So, as I refuse to sit on hold for hours at a time (again), my only option is to fill in the form and wait a few days for them to reply. (Bearing in mind, the last time I did this they didn't reply at all. I had to fill out and submit the form THREE TIMES).
At least I get to sit on a bench and watch the Merry Go Round turning, taking all the other customers for a ride while I wait for my phone to ring....
UPDATE - OCTOBER 2 - I GOT AN EMAIL FROM OPTUS-----------
Thank you for sending your concern to us.
This is in response to the email you sent on 30 September about Internet Connection Issue.
I'm sorry for the inconvenience this has caused you. Thank you for letting us know about this; I can see how this may be a cause of concern for you. We appreciate the feedback and suggestion that you will be providing and my apologies again for the experience that happened.
I can see that the issue have not yet been raised to our Technical Support; I highly suggest to contact our Team so we can perform troubleshooting and check what's causing the issue for Internet Connection drop outs. Just to set your expectation factors that can impact speed such as demand on the network, local conditions such as internet traffic, hardware, and the source or destination of the site being accessed. You can contact them directly by dialing 1300739407 Hours of Operation: 24 x 7 (Open all Hours).
Or you can get in touch with our Webchat team online for further assistance, you may use the link - http://yesopt.us/cu.
Optus Email Servicing
Ref #: 1742-48915