Since early June i've had problems with my network connection, ignored it because from time to time it dropped out. This was especially frustrating when i really needed the internet whether for streaming a lecture or gaming (yes i know first world problems). So i called them, and i get the usual: they tell me to reset, i tell them i have several times and it still drops out afterwards. They do a hard reset on their end and that's all i get from them.
Come July the problem is still an issue, i've called another 2 or 3 times and each time it's been the same troubleshooting and the same "It should be fine now" but several times i've also booked a technician. The first time a technician was booked, they told me there was a physical fault of some sort and hence needed someone to come over. Great. Not long after it was cancelled. Weird ok, i call and i'm told that there's a network error in my area and any technician called would be cancelled under the assumption that if one was booked, it was to fix a problem that was affecting everyone in my area and not just me. So if they fixed the network error i wouldn't need a technician. That's ok but i really need one. I was informed that this was a problem since June and they didn't have an ETA. So i ask them it's been a month, and the error is still there? Yes. Great.
Come August there are times where it doesn't drop and times where it'll drop everyday just like in the previous months. I call again to check the 'network error'. I explain my problem for the hundredth time. I'm told that they'll get a technician without cancelling it due to the error. Cancelled. Okay. I call again not long after, this guy now tells me that my area is being 'upgraded' and i ask what the upgrade is and he tells me that a lot of people in my area are getting internet and they're need to accommodate for the people who are joining. Doesn't make sense, my area is well developed and not a new area so i don't see why they need that nor did they have to tell me it was an error in the first place. Cool it's been almost three months i'll wait, there's nothing else to do. I'm offered $20 discount on a bill. I don't need a discount, i need stable internet that doesn't disconnect more than it should.
Come September, this Friday i get a text saying the 'fault' should be fixed. I'm not sure how these things worked but if you're having an error (i don't suppose it was an upgrade because nothing has upgraded nor changed) you don't take 3 months to fix it and have everyone in the area suffer. So great, it's fixed, finally all is well. Stop your wishful thinking.
The day after the text i get two drop outs.
Today i get another three drop outs.
I called today at the 1st drop out. Apparently the guy on that end has 'troubleshooted' my issue and it shouldn't disconnect and saying i don't need a technician. On the 2nd drop out i call again. This guy is a lot better understanding and books one for me tomorrow evening. I'll see how that goes.
Optus Pros:
- Cheap plans for mobiles, home phone and internet.
Optus Cons:
- They employ people that are very hard to understand. I've talked to about ten people and i've had trouble understanding a lot though not a majority. In no way is there any racism attached, i'm all for migrants working their hustle. I don't care about outsourcing your service desk to somewhere else. It just bothers me that management doesn't care as much as customer service as much as lowering their budget on certain things. On top of that a lot of people are impatient and rude, i know i sound entitled but simply trying to help rather than assuming my problem is just another hard reset away from fixing things.
- Inconsistency is real
tl;dr: Frequent internet drop outs. No help for 3+ months
Update: No show. Will call again
I hope you have tried another modem? I had constant dropouts when my modem was failing.