Optus Plus Entertainer Superfast 5G Plan (Netflix????)

Ldairy-coffee on 25/07/2023 - 12:22

Signed up to Optus Plus Entertainer Superfast 5G plan back in June 23 and set up the free Netflix subscription via Subhub. Everything was working fine till last week when I received an email saying that I have made changes to my internet plan (not true) and Optus will start charging me A$ 16.99 monthly fee for Netflix subscription.

Reached out to the live chat and the rep told me Netflix is included in the plan but I have to pay monthly fee A$16.99 ?????

Filed a complain with Optus and their supervisor called and told me that Netflix is definitely included, I do not need to pay for the monthly fee. BUT this morning the customer resolution team called and apologized to me regarding to my experience with the live chat rep and told me that Optus Plus Entertainer Superfast 5G Plan does come with Netflix subscription but customer need to pay monthly fee of A$16.99……..

Can anyone please advise if I read the offer wrongly? I am definitely not happy with how the thing is going LOL, they trying to charge me for what suppose to be included and they are wasting my time telling me all different information. Should I be filing a ACCC complain and will that do anything to this LOL

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Comments

  • spackbace on 25/07/2023 - 12:26
    +1

    CIS

    This plan includes an unlimited broadband data allowance on a month-to-month plan and also includes a Standard Netflix subscription via Optus SubHub subscription platform.

    Entertainment - Standard Netflix subscription via Optus SubHub included

    Netflix

    This Optus Plus Entertainer Superfast 5G plan includes a Standard Netflix subscription via the Optus SubHub subscription platform (SubHub).

    You will need your My Account details for logging into the Optus SubHub platform to create and/or activate your Netflix service. To enjoy Netflix as part of this plan, Netflix must be activated via the SubHub platform or a tokenized link. The pricing benefit of the Netflix inclusion applies from activation of the 5G service (i.e., when you receive your Optus supplied 5G modem). If you activate Netflix in SubHub before this, you will be separately charged for Netflix by Optus until activation of your 5G service. It is your responsibility to ensure you activate or link your Netflix account in SubHub to ensure you obtain the pricing benefit of this plan’s Netflix inclusion. Customers buying more than one internet plan with a Netflix inclusion will only receive the benefit of one Standard Netflix subscription.

    Netflix content is not viewed via the SubHub platform. You will need to use the relevant Netflix app on your device and log in using your Netflix login details. For more information about SubHub and activating Netflix subscriptions via SubHub, see optus.com.au/entertainment/optus-subhub

    • dairy-coffee on 25/07/2023 - 12:40

      100% signed up to Netflix via the link sent out by Optus Subhub after the modem is delivered and internet is up and running.

      I sent screenshot of their website's offer, offer's T&C and also my plan CIS to the live chat rep but she replied " It's clearly mentioned that enjoy a netflix standard subscription (NORMALLY $16.99)" to me. She capped the "normally" emphasizing that I need to pay $16.99 haha. Still have the screenshot of this conversation…..

      Been pretty upset on this as I have spent a few hours on live chat trying to get this resolved but some of them seem to read the offer differently..

      • spackbace on 25/07/2023 - 12:44
        +3

        It's pretty clear and mentions "includes" a number of times

        • dairy-coffee on 25/07/2023 - 12:49

          Thanks for the confirmation!

          Anyway I will just insist not paying that $16.99, worst case scenario just get on another internet provider. :)

          Just furious on how Optus' rep insist that I was in the wrong and need to pay that monthly subscription fee. I think I know what I have signed up for. haha

          • spackbace on 25/07/2023 - 12:52
            +1

            @dairy-coffee: Yeah the plan screen would also show that it's included.

            I mean, after all, Netflix can be added to any plan for an additional cost lol

            • dairy-coffee on 25/07/2023 - 12:55

              @spackbace: that's right if that customer has to pay for what is included, they might as well advertise Netflix inclusion on all the plan instead of just on the Ent Superfast plan.. haha

      • jv on 25/07/2023 - 12:50
        +4

        It's clearly mentioned that enjoy a netflix standard subscription (NORMALLY $16.99)

        It seams clear to me you are not 'enjoying' it, therefore you are violating the T&Cs and they are therefore charging you for the service.

  • toomuchdogfur on 25/07/2023 - 14:40
    +3

    Yeah nah, it's pretty clear from a layperson that Netflix should be bundled in. If you click on the "RRP $16.99" link next to the Netflix logo it even literally says "Included in our Optus Plus Entertainer Superfast 5G plan".

    If they keep being dense complain to the TIO. You've given them multiple chances to figure themselves out already.

    • dairy-coffee on 25/07/2023 - 14:47
      +3

      Yup, was furious last Friday going through the live chat and I was feeling pretty bad over the weekend thinking I was being too harsh by filing a complain with Optus.

      This morning the customer resolution team pretty much called and lit the fire again haha. Filed a complaint to the TIO and ACCC. hopefully thing get resolved soon. lol

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