This is a long one
I had to switch my NBN provider and chose Finder’s Optus $250 visa gift card deal, which seemed like a good offer. So my plan with Dodo was set to cancel on 5 July, and I signed up with Optus a few days before that so there would be no delay.
In late April, Optus messaged me saying there was already an active NBN service at my address, so my activation was scheduled for 6 May. I figured a one-day gap was fine. However, since the service from Dodo had already stopped, I called Optus to see if it could be activated on 5 May instead of the 6th. Instead, the customer service agent told me my plan would now be activated on 11 May. I then questioned why I had received a message from Optus stating 6 May as the activation date.
After that, Optus customer service kept blaming Dodo, saying the line was still active and in use. When I checked with Dodo, they confirmed the service had been inactive since midday on 5 May. I contacted Optus again, and this time they blamed NBN Co, saying they don’t have jurisdiction over activation timing.
In the meantime, they suggested I visit a physical Optus store to get an Internet Assistance Kit to use until the NBN is connected. I went to a store, only to find they had no stock, and then they told me to travel 30 km to another store that supposedly had it available.
I’ve switched NBN providers over 10 times before, and it has always been completed smoothly within a few hours. This experience with Optus has been incredibly frustrating. I would never recommend Optus to anyone no matter the incentive.
Never ever cancel your NBN service. Sign up to another retailer and they will churn it. Make sure you provide the AVC on sign up. Or call and provide it if the online form doesn't ask (rare).
Blah blah some retailers state you have to give them 30 days notice or get charged a month. I've never had a retailer not back down when challenged that they cannot charge for a service they are not providing. They always waive it.