My NBN HFC experience the past 3 months connected has been a nightmare, and this weekend has been the worst of it. Optus CEO Kelly Bayer Rosmarin, who started the top job on April 1, took a thinly veiled swipe at NBN Co for its weak service level agreements. See important notes below. I finally spoke to a gentleman this morning who said Tier1 support had to follow normal fault isolation practices and this is why they were treating me like a fool. Essentially Optus support is near useless for NBN problems, so if you have any kind of problem, because there is a 3rd party involved here (NBNco), it is nearly impossible to get resolved. I believe the only solution here would be to book the latest appointment possible, and reschedule it later on if necessary. Why cant this be formalised ? business; other industries; Optus takes swipe at NBN Co after flood of service level complaints . The plans on … Mobile SIM; Home Phone; OPTUS Business Fibre Speed: Monthly Fee (ex.GST) Broadband Internet: Dedicated Internet (Download/Upload) Zone 1: Zone 2: Zone 1: Zone … Just as an FYI, NBNCo is just a "Layer 2 network" and has no involvement in Layer 3 (where the IPv4, IPv6 addressing lives). Medium businesses (6+ services) can set up direct debit by calling 13 33 43 (Mon-Fri: 8.30am - 7pm). I have asked them to not disconnect my service. Optus Technical Support is open 24/7. https://www2.nbnco.com.au/support/network-status, Poor technical support: NBN cable & VOIP (now running worst than before the problem). 2. 4G backup speeds may vary and are limited to … I think there are about 3 or 4 reference numbers now for essentially the same outage! Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Providers and business nbn™ wholesale solutions are supported by nbn’s Australian-based business grade workforce and business nbn™ Operations Centre (BOC). 3) Overall I am finding that the quality of phone support is going down year on year. Why did I get handballed twice on Saturday night "I would like to deal with your problem, but my shift is ending", then the same thing with the next person after an hour of non-resolution (and I hadn't lost my temper to those guys at that point).I suspect the notes in the system will not indicate the extent of the problems, probably to get some good KPI ratings for service up time and for support interaction. Once this is completed, feel free to jump back into Live Chat, or shoot me a private message with your order details to re-schedule your installation when more dates become available. For example the support staff did not know the upload speed offered within the plan and it took me nearly 40 minutes to escalate to get that information. Priority support. We believe that NBN is a strong technology enabler of change – that faster, more reliable, more ubiquitous networks are a key enabler of knowledge sharing, better customer interaction, collaboration, as … There is an NBN network problem in my area right now, and nothing I can do with my Wifi or PC LAN connection on the Optus Sagemcom router is going to fix it! Transition with Optus Business The NBN is a network purpose-built for the 21st century. However I was told by the staff from 24x7 which I believe is the firm that manages optus telephone support, that they could not send an email. You can connect to the Internet with Optus Business via Mobile Broadband and nbn™ Fixed Line in Western Australia. The Optus technician arrived this morning and announced that he couldn't do anything about the cable because he was restricted to Optus hfc services not nbn services! Hey Vivek, so sorry to hear of the troubles getting assistance with this one. Please call them at 131344. I don't know if Optus can see all the CMTS status in relation to an end user modem lock, but their insistence they don't see any problems and the network test was successful doesn't give me any confidence in their ability to escalate the fault properly to NBNco, I don't know if they are looking at someone else's service as it is clear as day the Arris NBN LED (in my case this weekend, the 3rd/upstream one) flashing=problem NBN needs to resolve. For Business; For Enterprise; About us; Support. Having chatbots and overseas phone support certainly reduces call centre costs. Optus support "It will also provide a much-needed incentive for small and medium-sized businesses to improve their digital capabilities and infrastructure. I'm afraid we don't have visibility of or access to customer accounts here on our public forum so we're unable to see who you spoke/chatted with, what level of technical support your complaint reached, etc. From there, the team can ask for your account info and investigate further and pass on this valuable feedback to the right area(s). My questions are as follows: 1) Can someone from Optus advise on whether I can retain my service till early Jan?. Dan_C . Chat with you there. Thank you for taking the time to post about your poor experience. If I switch from Optus ADSL to a Telstra nbn package can I keep my Optus email address and the same home phone number? the NBN transports/encapulates all packets over a IPv6 network so really its just the ISP. Contact us over the phone, online 24/7, or reach a specialist in our Optus Business. nbn recommends that you contact Optus for more details. It's entirely up to the ISP if they wish to support v4 or v6. TIO only way sorry . Support About OCCOM. The portal for business customers works 24/7: enterprise.optus.com.au. after hour appointments). I calmly (unfortunately not, I really lost my temper by this stage) told this person that they need to fix their procedures, as they have a number of problems, including-1. -----Click Kudos if you find it helpful, and please mark it as an anwer if your problem has been resolved! You can connect to the Internet with Optus Business via Mobile Broadband and nbn™ Fixed Line in Tasmania. Optus Business is an Australian leader in integrated telecommunications, delivering cutting-edge communications and information technology services I unfortunately lost my temper to the support guy this morning because I am sick of being treated like an idiot. If you have a question or need help with your Optus service, you can contact us via messaging or through one of our other available options I have raised a number of cases in the first couple of months regarding outages that have gone for >15mins (I don't bother to raise cases for smaller outages as it would take longer to convince support of the issue than the actual outage time). View your usage, get billing support and much more with the My Optus app, download it. Re: Optus NBN support (or lack of) I've just replied back to that one . Find the best way to contact Optus Business. Support; About OCCOM; 1300 299 999. Click Kudos if you find it helpful, and please mark it as an anwer if your problem has been resolved! My Optus app Check out the My Optus app to help monitor your usage, check your bills, get 24/7 support … -----My answers are just my opinions. We're here to help, with business advice, tips and inspiration from entrepreneurs and industry experts. Sales: 1800 780 219. NBN Co is trying to build revenue from its business enterprise unit to $1 billion a year by 2022, and is aiming to secure lengthy contracts with large businesses to achieve that. I have already agreed to the NBN plan as well as the terms and conditions on the phone. Here's hoping! ?Now your 1st level support are somewhat incompetent, and seemingly don't have the ability to escalate, I want to speak to someone who knows what they are doing. Essentially Optus support is near useless for NBN problems, so if you have any kind of problem, because there is a 3rd party involved here (NBNco), it is nearly impossible to get resolved. Optus are only too happy to keep going with a customer "support' number that is set up specifically to frustrate the customer so they simply go away. Password and … Support your business with an nbn™ plan. There are 9 plans from Optus Business available in Western Australia and prices range from $15/mth up to $100/mth. From business nbn to mobile broadband, Optus has you covered. Compare and buy Optus nbn, broadband and internet plans for your business, with unlimited data. Regular Optus Ultra and Ultra Entertainment broadband plans are also available to businesses, though they don't come with any of the business-oriented support benefits found in … Recently I received a letter stating that my telephone and internet services will be disconnected on 12th Dec 2017 unless I place my NBN order with Optus by the 11th of Dec. After spending close to 2 hours with the telephone support on 1800 083 810, I was told that I can only place an order if I agree to the date when the optus technician will be visiting my home. Yes Crowd; Device Guides; Network Status; My Optus App; Perks ; Device Guides. Additional options may include complex site support and personalised appointments (incl. 2 Kudos Reply. Help me with: Account & Billing; Business Internet Packages; Internet & Broadband; Mobiles & Tablets; Business Voice; Apps & Services; Narrow it down: All; nbn™ Email; Data; Security; ipv6; IP; Mobile Broadband; Business Protect; Alarm Monitoring; Telstra Air Merchant; Ordering; Troubleshooting; Speed; I pointed out street cable issues that NBN refused to look at previously, and, since NBN has been running OK since Monday, he did a level check and his tester said levels were too high so padded it out until the tester passed it (but when I checked the Arris page on the weekend during the outage, the levels were 10dB down, so, while padding may improve the sweetspot of downstream level capture, I don't think it is the smoking gun to improve reliability). Enterprise customers: 13 33 15. This. The support person mentioned that they did not have visibility to the Jan dates and hence could not complete my order. This is the first stage of connecting your business to the nbn™ access network. Not sure a technician is coming now, I told the woman who called me today that my service is working, she said she will send an SMS for replying to if I get any more troubles, I asked her if the booked technician was coming tomorrow, she wasn't aware of this booking. I unfortunately lost my temper to the support guy this morning because I am sick of being treated like an idiot. So the question is how does one speak directly to someone in Optus who handles complaints around call centre response? Priority support I'm sure if you let the technician know everything that you've mentioned they will take that onboard. The problem with the outages on the weekend was a number of both my discussing with support, plus automated SMS that seem to feed off the NBNco status page were sent. Capabilities and infrastructure and please mark it as an anwer if your has. Confirming that my phone service will not be disconnected as promised over the phone small and medium-sized to. 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