So, after getting my first bill of just under $1k (admitedly my own fault), and doing the smart thing and upgrading from my $89 iPhone cap plan to the $129 ‘timeless’ plan.
Since I’m not a business and I do use my mobile as a home phone as well I thought this was the best thing to do.

Anyway, Optus has been, without a doubt, the most awful service provider I’ve ever had the misfortune of dealing with and this is why:

- They disconnected my calls (inward and outward), even though I paid my bill as soon as I could (it arrived on the 14th, I paid it on the 18th - it's due on the 28th). Called to get this activated again - Time for resolution- 2 hours.

- Within 3 hours of this incident I’m unable to send a text message. Called Optus again - Time for resolution - 4 hours.

- The following day, No access to data services. Called Optus again - Time for resolution - 2 hours.

- About a week ago, my friend (and god bless her slow mind) decides to tell me that my voicemail has been off for the last 2 weeks! Called Optus again - Time for resolution - 2 hours. Bonus - Off handed apology from consultant

- 2 days later, I realise that instead of getting the call back feature for my voicemail, I’m getting those “04XX XXX XXX called, no voice message was left” (or whatever it actually is) which was one of the first things I turned off when I got my service activated as it’s just plain annoying. Confirmed settings on OptusZoo, everything looks good. Called Optus - Time for resolution - 2 hours. Bonus - Annoying hold music for 30 mins.

Unfortunately, it doesn’t end there.

- About 2 days ago I get an SMS from Optus stating my bill is available to be viewed online. WHAM! I owe Optus just under $1k! I almost fell off my chair. Called Optus again. After a long discussion the Optus consultant points out that Optus did me a favour by upgrading my plan. Not true, as I had to pay $75 to upgrade. Bonus - $50 credit due to inconvenience and an apology.

Now, I’ll just mark off each day until my contract (thankfully I only signed up for 12 months – 10.2 months to go!) with Optus expires or someone comes along with a better plan and I’ll pay my way out. /rant.

(edited because even I couldn't read that the first or second time round - sorry!)

It's difficult to read it.

Firstly, calm down and structure your words, because when I don't have glasses on, it's just becomes a muddle of words.

EDIT: Okay, now I can read it properly

It just seems as though you've been given the short end of the stick (most customers have).

I guess the best advice I can give to you is that you need to:

1. Make your payments as soon as you recieve your bill

2. Be aware of the services active/not active on your plan

3. If you have any doubts/questions, get them answered quickly because you may end up with another incident like before.

I hope this helps.

I'm not usually one to complain about customer service as I'm sure it's not the best field to work in and I try to empathize. I guess I'm still in shock.

Thanks for the tips Patrick, I'll keep them in mind!

This is just great before everyone was Optus the greatest, now a few months down the road. And its thread after thread of how stinko Optus service & phone bill.

Really glad I stuck by Telstra, superior service and no hidden charges on my phone bill.

people who rushed into getting an iphone before reading the fine print. I am sure their are many like you.

May I ask, as to how the heck you got your bill to just under 1k, and what plan you were on originally?

I been with optus for yrs, and since the iPhone they really suffered. I feel for those stuck on 2 yr plans. I got a 12 month to see how my data usage, network speeds and flexibiltiy
For a new iPhone, and new plans
Come out, sucks to be 24 months atm. Here'd hoping they improve

Oh I read the fine print, I knew what I was getting into. I don't have an issue with the charges. As I said I paid the bill within 4 days of it being issued.

I was on the $89 plan, but since I signed up midway through a billing cycle I missed out on getting my cap so:
- $600 worth of calls on top of the $200 credit (pro-rated $600 for an entire billing period - i made $800 worth of calls - still trying to figure this one out)
- $30 handset charge (12 month contract for a 16GB phone)
- $129 for the timeless plan (month in advance)
- $10 insurance
- $89 (or part thereof as I can't remember the exact amount) $89 iphone plan, &
- $75 fee for changing plans.

What I have an issue with is that they managed to screw up my service several times when they really shouldn't have touched it in the first place as I wasn't overdue.

Optus customer service

I'm sure you're not the only one, and this certainly isn't isolated to one telco.

I am glad my previous contract with SOUL had expired (probably for 2 years...they had upgraded my $29 a month plan to a cap $29 plan, which the friendly call centre customer service girl gave me a courtesy call and to advise of this great upgrade service).

I started with as a fresh customer of OPTUS - changed my number that I've had since 1999, and had ZERO problems with cellular service, with my bill (I added insurance after I signed the 24 month contract) and the only issue I had was that I had to be transferred to the OPTUS iPhone call centre, after the normal customer service call centre read out all the conditions of insurance....to which the man at the iPhone Customer Service centre had to do again....so it was at least an hour on the phone to them.

So although my situation is different, you have to realise that with complicated mid-way plan switches, upgrades and excessive data usage, the billing system AND call service is bound to go AWOL sometimes.

I do feel for you buddy. Amazing, the most I've ever had to pay ontop of my monthly cap plan was $5 more. Switching to the iPhone with OPTUS, I am now paying $59 a month on their cap plan, with $2 handset repayments, and $8 for added insurance. And so far, I've never exceeded what I have to pay.

My mobile is also my home phone, so I do all my calls, text and data surfing on it. You just have to watch your usage and constantly check this with your online account and with your bills.


I recall all my work mates kicking a big fuss at work, asking me if I was one of these people on the radio with $1K+ iPhone bills. I roll my eyes and tell them that they should know me better. I'm very organised, I always pay my bills on time, I always check my usage, and I never go over my cap usage.

And people should read the thread before replying.

I sympathise and agree that Optus' billing struture (including service fees for plans in arrears and in advance on the first month and any plan change month) can be pretty incomprehensible.

Having said that, I've changed plans three times, and my bills feel quite high but when broken down they are completely accurate - so I can't really blame anyone but myself (and they're not too bad anyway). You just need to be aware that changing plans is not only going to hit you with a change fee, but also the fee in arrears and advance for your new plan - which also must be offset by a credit either before or afterwards.

If you're not convinced you actually made $800 worth of calls, then definitely go through your bill and ask the question if you disagree with anything - or contact the TIO.

And Telstra is not exactly superior in this regard either - ironically, I found Virgin's (Optus' subsidiary) bills more understandable and logical - shame the customer service was so far below the others.

w9cae

I cant agree more... Its amazing the number of threads on this thing - where people went on and on about how awesome Optus is - etc. etc.

You were warned - by Telstra themselves - but no one listened... well I am with you W9cae - Telstra might be more expensive - but sheesh - my bill is never 1k.

Cheers

tony

How the heck can a phone bill get to $1000. If you were running a business through your mobile phone maybe, but I don't understand how anyone can rack up such a hefty bill.
Check your emails on your computer at home. Is it really that urgent that you have to reply to any incoming message straight away ?
You could be paying off a mortgage with what you are spending on phone bills. Seriously.

Stewie

I honestly regret going with Optus. If I could leave with minimal penalty, I would. Everything they do frustrates me - nothing is done right. At least with Telstra the service is A-grade (despite the company being a pack of arseholes and super expensive).

3 has by far the best billing - it's in laymans terms and is explained well.

To the OP: contact the TIO - they will get this shit sorted out ASAP. You will be directed to Optus customer relations who have all the powers to get stuff done (unlike the regular phone monkeys).

I was with Optus about 2 years ago and they were sharks then too............Cut your service off without warning if you forgot to pay your bill on time etc. I been with voda ever since and have never had a single problem with them. They are very lenient and flexible on bill paying ( Usually I can go right through to my next months bill before paying the previous months and not get my service cut off )