- 84.3LEGITIMACY SCORE
- 86.8SAFETY SCORE
- 4+CONTENT RATING
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My Optus App Complaints & User Negative Comments 2024
My Optus app received 135 complaints, negative comments and reviews by users. Have you ever had a bad experience using My Optus? Can you share your negative thoughts about my optus?
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My Optus for Negative User Reviews
✓ RechargingEasy to recharge however not provided with the information on the tariff - how many texts/minutes are included with each. Only shows the amount of data. This is quite annoying.Version: 5.3.1
✓ Crash cityThe app doesn't open anymore. Perfect..Version: 3.57
✓ Garbage!Seriously this app is a complete waste of time..Version: 4.15
✓ Ironically terribleOptus cancelled my service saying that it needed to be renewed three months before the end date despite it being a year long plan. i’d had it for three years and never had to do that. so i bought a new sim, tried to activate it, but they were having problems and i missed the call because i was at work. they asked me to call them back but because -they cancelled my service- i couldn’t call anyone let alone them. i tried messaging them on the app instead but the app is terrible and buggy and you can’t use the messaging service at all. it just says it’s offline and to try again later. it said that for two weeks straight. i tried off my laptop thinking that i could perhaps use the messaging service online somehow. it all just says to use the app which would be helpful if the app worked. so i emailed them in a last ditch attempt to finally fix the problem with my service. at this point i had been without a service for two weeks. its now a month later and they still have not replied :) i wasted $30 on a service i couldn’t use and couldn’t even get any help with trying to resolve the problem. I’ve ended up switching providers now because, hilariously ironic, the thing stopping me from fixing my problem with optus and activate my service, was optus lol.Version: 7.11.1
✓ GlitchesThis app has been glitching for over a week. Will not open or recognize my phone number. Had the app for several months with no problem but now it refuses to work. Deleted it and downloaded it. Nothing seems to be working :(.Version: 4.6
✓ Consumer rip offAnother example of a company greed using a 28 day billing period so they end up charging 13 months instead of 12 basically conning the consumer. If there was a decent choice I’d go else where..Version: 4.24.1
✓ App frozen for 10 daysApp crashes, won’t let me log in, won’t update my usage it has been frozen for 10 days and won’t even let me log in on the website either. Trying to recharge is near impossible just continuous error messages and as it won’t let me log in on the website it (more error messages) I had to just do it as a one off recharge on my computer without logging into my account. It worked fine for a couple of months now it’s just completely useless. I deleted the app and reinstalled it and it’s still stuck..Version: 4.14.2
✓ Room for improvement!This app would be alright if it could just remember my telephone number. I am forever re-entering my details, receiving a confirmation code and logging in again. Relatively useless in that respect. Data breakdown is useful though. Perks might be nicer integrated into the app..Version: 4.12
✓ Absolutely horrible service both app and in personThe messaging service expects customers to be on call 24/7 and responding to THEM however it takes the officers 30min-Hours to respond to one message, and when i dont respond within five minutes the officer goes offline and i have to REPEAT my whole concern again with another officer who will make you wait forever. Horrible and horrendous service how optus will just brush off customer concerns and put you on hold for hours. When the concern did not get fixed after two weeks I tried to cancel my service and that along had to take a couple of days as every time i state my request, the officers will try and state alternatives and “fix” those problems which they wont. And you can only cancel your service on the exact time you request it, you cant even request it to be cancelled say on the end of the month of your current plan. Absolutely left me the worst impression on Optus.Version: 10.2
✓ Often can’t log inWhen I open the app it often forgets who I am and prompts to log in then says there are errors. Dreadful app..Version: 4.13
✓ Terrible, Ripoff in PerthThis app and its service is terrible in Perth, AU where it crashed and was unable to provide a balance. Optus at PER Airport assured that 4G was available in the CBD, but never got anything other than 3G. Five days of credit suddenly changed to 4 days. Use a different app and service provider..Version: 3.62
✓ Not always the bestI have been with Optus for nearly 20 years. Then my information was in their first data breach. Made my life difficult, very annoying, I’m still suffering from that. Needed to get a new phone as my old phone of 4 years died. Optus insisted that I have to give them my financial information and I was no longer allowed to prepay my own bill. So after leaking my information to the world they now want my bank details. I think that was very rude. My credit file is permanently locked, I had to get a new licence and now they want my bank details on file. I’m still annoyed. And the new bills are awful. I can’t see how much credit I have the bill is poorly designed. There is no total balance, less transparency, and their my Optus app hasn’t worked on either my phone or IPad for years. It feels like I have no rights as a customer. Feels like Optus still holds a big stick over everyone and too bad so sad, go somewhere else if your not happy. Sorry doesn’t cut it, every customer is not the same..Version: 10.0
✓ Still not fixed the login issue.Had this app and seen a few updates claiming “bug fixes”, but the major bug has been persistent. You log in, and then the next day the app crashes and you have to reopen it and log back in (via text verification). It’s a small nuisance, but very annoying!.Version: 4.18
✓ Terrible appWill not let me complete registration Via app or enter my 4 digit code in..Version: 5.9
✓ 3 starsI would of put 5, but it’s only because it’s difficult finding things, like “extension’s” on the billing site when I can only pay half of the bill. It’s like Optus deliberately hides the extension link so I got no option but pay the full bill when in reality I know I can only pay half for now. Thee rising of prices like petrol and food, can be stressful for someone like myself on DSP, and I m at my limit of getting my disability pension a rise to keep up. I can only give what I have planned to pay for the bill when it’s due!! Sometimes I can pay the full bill, but when I can’t, I would like to be able to click the extension link that I can see plainly on my bill when on line, to safely extend some or all of the bill owing straight away, then having to search for the extension payment link, and not being easily able to find or access the link on the day when I need to pay my bill. When this happens, as it has happened again now, in not being able to find and have easy access to the extension link etc, I can only hope you’ll see what I have done, and send me notice, to allow me the option to extend my bill for a period of time rather then Optus being direct with me!! Eg, pay now or reap the consequences ( well that’s how your email comes across to me who I read it). So if you are for the people that matter to you, I can only hope you’ll take in consideration of what has been written here before next bills are due !!.Version: 7.10
✓ Stupid!!What an annoying app, when you start up and put your number in the box Optus text you a pin which you need to input on the next screen. Once you click the text to read the number then go back on the app, it restarts and wants your number again but requires a new pin, so it starts all over again. Did no one check step 1 when you completed the app, morons.Version: 3.55
✓ Your app keeps crashingJust updated the app and all it’s done is crash since..Version: 4.22
✓ Glitchy and badThe buttons are glitchy and it can never process my cards when I’m trying to select a subscription. Support is terrible especially the message support. Totally useless..Version: 7.17
✓ Crashes A LOTAlso no or very limited roaming info. If a plan includes roaming, please provide some info, data usage would be nice...?.Version: 4.21
✓ RubbishThis app just doesn’t work. Every time I launch it, I get an error message saying try again later - this is ridiculous.Version: 10.4
✓ Worst customer serviceVery poor customer service and worst app which doesn’t update our address details immediately which should be displayed in the bill cycle. When I contacted the customer service he said he can’t provide an new bill with the updated details even though it’s their app’s fault and when I have asked them to send at least the updated info about using their services with current address he said they would only send text message and wait for until next bill cycle to get new statement with the proper pdf address document. Even he couldn’t connect me to his senior team to assist further and when I said it’s not proper response he simply said it’s what it is and you can did other network if you want to opt out. If you want proper customer service better opt for other network providers..Version: 10.1
✓ Our information was given away, so you deserve 1 star.All of us as customers expect some quality in the service we pay for, as we made the choice to go ahead and use the systems you provide from a process of thought and trust. Yet, y’all just decided to not care at all and become absolutely complacent with all our information that is collected. Our information, that can be used to defraud us, was always in the worst hands when we trusted it with you. How can we, the customer, protect ourselves and our future transactions in any shape or form after you all stupidly gave it away?! How can you all be so absolutely stupid I’m not considering how awful this data breach can be and instilled a process of security?! Apparently the customer is just a dumb cash machine that doesn’t matter on an individual level, just as long as we keep paying our bills and buying your wares and keeping the lights on. Y’all should be ashamed of yourselves. Absolutely disgusting! Oh, and the app is terrible too. 1-star. Why? Well, it’s owned by a company that didn’t have a kill date on all the information of their new customers collected, that also didn’t have a strong security protocol to prevent anybody from accessing their internal networks and scraping their information to then be sold to anyone willing to pay for it and to start a potential tsunami of identities stolen and de-frauded. It’s also clunky. Really awful user experience..Version: 7.17
✓ Nothing good hereI used to have Optus everything and spent a fair portion of my life on chat or the phone either complaining or trying to make it work. I have slowly switched everything over and it would have cost me thousands of dollars to do that if I didn’t resist, complain and threaten the ombudsman. As soon as my internet is working again, I will be turning off my Optus NBN and probably switching to Aussie Broadband. Same price but apparently they actually provide the speed they say they will. Optus do hit the high speed I pay for all through the day but only for a few minutes at a time. And I am currently watching a blank tv screen because the internet has cut out again. Nothing unusual about that with Optus. I have used all their services and am probably suffering I’ll health because of it. The worst mobile, the worst broadband, the worst customer service and the most appalling billing system ( read robbers and thieves) - you simply would not believe some of the charges I have been hit with. Goodbye for the last time you cretinous bag of potatoes..Version: 6.0.1
✓ Does not work on my iphone 4sKeep getting "Having technical difficulties" message. Tried powering off, deleting and reloading app. Still does nothing. Two of the other usage apps dont work with optus either. Now their "beta" mobile app from the full site is gone. Really Optus?.Version: 1.13
✓ Latest version is a backwards stepOptus had a good app and decided to destroy it with pin verifications and other useless features. Disappointing. If you need to top up just use the web interface and forget this app as it will work temporarily at best.Version: 3.59
✓ Does not connectWhen i look at my usage, it says no data. When I try to connect it's says no network. Wifi and G4 is on! Poor update..Version: 3.58
✓ Switching off wifi is inconvenientI don't understand why Optus mandates the use of their cellular network - I can log in from my laptop directly, why not from my iPhone?.Version: 1.08
✓ RubbishKeeps crashing after connecting to wifi. Wouldn't even give it 1 star. That's way to generous. Total pants.Version: 1.16
✓ Does not workUpdated to the latest version and now it doesn’t work. Awesome..Version: 6.0
✓ This App is PooPooThis app literally never works. We can’t even use Optus perks because the pages never load in the app. We’ve tried going online to use perks but the website just says to download the app. I don’t even write reviews but I decided to write one because this app is just so bad..Version: 4.20
✓ Extremely bad serviceI have Optus NBN and Optus mobile phone plan, both awful. I have tried many times to live chat to customer service through this app, and get cut off before the chat is finished, so I never get the issues resolved. This is extremely frustrating, and seeing as Optus is a communications company, this is totally unacceptable. I have also phoned Optus directly to complain about my dreadful NBN quality and speed, and why the wifi drops out regularly, and once again, calls to customer service get disconnected....... aaaaagghhhhh!!!! I am so sick and tired of all my Optus services, I was very happy as a Virgin customer, but since being moved over to Optus, I have had a lot of problems with both NBN and my mobile phone service, and the customer service has been the worst of any company I have ever dealt with. I strongly advise potential customers to avoid Optus and find alternative provider, my bad experiences are not one off issues, it’s been a constant problem and despite me asking for them to contact me to resolve problems, they never do. If I contact them either through the app, or call directly, the call/chat drops out, I’ve wasted so many hours trying to get things fixed, and at my wits end. I am leaving this terrible company and so will my wife..Version: 4.25.1
✓ Do NOT get Optus!First, I had to go to the store to recharge my account - no way it would recharge, even when on chat with customer service. At the store, they could only offer a different, rotating plan, which I did not want since I only needed it for one more week! Since I had no other option, I got it and now I CANNOT CANCEL IT!!!!! Can’t get hold of them online, by phone or on the app! Horrible service! I repeat: do not get Optus. Try Vodaphone instead. I will next time..Version: 7.3.1
✓ Has never workedI'd like to be able to give an opinion on this app, but it has never actually opened since I've had it. It either tells me to disconnect from my wifi network (when I'm actually connected to the Optus 3G network) or it claims they're having 'technical difficulties'. I suppose I'd sum it up like this: would you buy a door that you couldn't open?.Version: 1.13
✓ Problems with rechargingMy Optus used to be great but lately I have a lot of problems recharging. I’ve paid for two separate recharges and not been able to make calls, send texts or use data. Even though my service screen tells me I have calls, texts and data available. Didn’t get much help from the team on these occasions..Version: 4.23
✓ What a pain!I pretty much only use this app to top up my prepaid phone, but nearly every time I want to use it, it wants me to update the app first. Often, I’m in a hurry and I’m not on my home wifi at the time, so it costs me a bomb in mobile data charges. Otherwise it wants me to remember PIN numbers and passwords - just to buy some prepaid credit!! Hard to imagine how this could be less user friendly. (Edit) I received a nice response from Jason at Optus, explaining that the forced upgrade was so that users of the older app could still access the chat function - that's good. But from a 'user experience point of view, it doesn't change anything. It's still really inconvenient to have to go hunting for the right PIN and password just to do something as simple as recharging your phone. And having to update the app before you can use it is a pain. GRRRRR!.Version: 5.13.1
✓ Bad customer service and appI have to log out from my account from top left option to see optus perks and everything else. Previously if I logged in I can only see my bills and usage. I moved from vodafone to optus after 4 years of being with Vodafone. They offered me 20% discount if I moved my home internet to optus too. First week after they ordered my modem, it was delivered to the wrong address. Yet the customer service insist that it has been delivered without giving me tracking details from star track. 2nd contact, customer service was nice and gave me extra 10gb for my service, promised to sent the modem. A week later the modem didn’t came, 3rd contact, apparently they didn’t sent it to me. After 3 weeks of subscribing and 3 different contacts I just got my modem. Worst, service, ever! I can’t even call them it has to go through the stupid live chat that kept asking for my details everytime I reply!!!.Version: 5.4
✓ FailureHow can you give any stars to a company that never replies to emails and will not help despite many calls to the contact service?.Version: 8.11
✓ Can't open the appUntil recently I found this app useful to keep an eye on my data consumption over the course of a month but now it crashes immediately every time I open the app. Please fix!.Version: 3.57
✓ Doesn't workLike the others say.. Makes you shut off wifi, but then it doesn't work at all..Version: 1.08
✓ Terrible app developersWould’ve thought a company of this size would invest some more money into their mobile app - especially when a lot of the features are app only. Constantly crashing, constantly having to login, allow Face ID, verify mobile number. Current version doesn’t even allow purchasing an add on without crashing every time I press pay. Literally throwing money away. Do better..Version: 7.17
✓ Optus lies to its customersI’ve been repeatedly lied to by Optus “Customer Service”. Do yourself a favor and avoid them..Version: 7.12.1
✓ Unhelpful misinformed agentsI have now been mis sold a plan twice by two separate agents the first one I managed to resolve with someone who knew what they were doing. Second issue was not resolved and two very unhelpful agents suggested it was my fault one of their team gave me the wrong information..Version: 4.25.1
✓ 🤬🤬🤬Once again poor service from Optus. Suddenly I have to enter my password into MY Optus which is on MY phone which is accessible only to ME. I didn’t even know I had a password it’s been so long and to stop me seeing and paying my bill on the app meant to be MY app just infuriates me more. I also don’t understand why MY app says it can’t store my credit card for privacy reasons yet every other company that has an app for payment, can do this. They all prompt with only 4 digits of the card and I only need enter expiry and cvv but no, Optus will only store my card if I agree to direct debit and with the constant over charging plus constant failure of the service (the whole of last week my phone told people I had been disconnected) and never have I been compensated for these never ending failures in service. Then they give you a BOT that cannot help with the simplest of requests and will ask you to rephrase every time because I don’t know the exact wording it requires to be able to help me. His about employing some real people if you really want to give service..Version: 7.12.1
✓ Doesn't WorkI always need to delete and reinstall the app in order to use it! What are you doing Optus?! So many 1 star reviews and still no update?!.Version: 3.58
✓ Terrible serviceAfter dealing with multiple people over 2 days on the chat and trying to get my phone to workout finally worked, I then went to top it up and it charged me 3 times, I then asked if I could be refunded for them to send me a number to call which directs me to use the chat, I have been sent round and round for day just trying to get this sorted, absolutely terrible customer service..Version: 7.9
✓ MyOptus Crash PerksApp was straightforward but apparently the IT folks aren't aware this thing crashes every time you open it. Bad time to ask for a review..Version: 3.57
✓ Not all Optus customers have Optus mobile!Can't access the app even with every other service on Optus. Looks like this is just for people that have a $1 pay as you go mobile contract..Version: 4.8
✓ Very hard and annoying to navigateThe concept of the app is great, however it’s not as convenient as it could be. For example, to pay bills it does not remember your payment methods and each time you go to pay it asks for your details. Also, when I go to request an extension or to even view a pdf version of the complete bill it doesn’t recognise I am already signed in with my Optus account and will ask me to log in with my email and password again. Which is also annoying as it says I do not have an account when I clearly do as the app is using my Optus account details already to display my info. Many bugs and frustrating aspects which is a shame, as I said it has the right idea to be a convenient but lacks execution by the development team..Version: 8.3
✓ Not workingSince the latest update I can’t get past the T&C page. Accept button doesn’t work. Thoughts??.Version: 4.26
✓ ID Verification is brokenUnable to verify international passports. Now I have to visit a retail store and waste time at the airport when I could’ve installed an eSIM prior to arrival. Even better, no way to contact support as you can’t register either as a result..Version: 7.15.1
✓ Oh dearJust downloaded an update on iPhone6 plus. Keeps crashing and will not run. A mess. Hope Optus can sort it!!.Version: 4.22
✓ Frustrating, disappointing hardly worksJunk status. So it says easily manage your account and pay your bill from this app. This part doesn't work. You can't pay your bill. International roaming travel pack. Seldom works when you are abroad. Left me with a $600+ bill. Through no fault of my own (the app kept failing) and Optus was not sympathetic to their products failing. "You must pay". And implied it was my fault their App doesn't work..Version: 3.54
✓ Come on Optus get it togetherThis is ridiculous. This app worked before the update. But now it's saying its services are unavailable. Also you can't access any data. I just need to recharge my phone. So I try he mobile site. Guess what? It's not working as well. So I reach out to the technical difficulties live chat channel which also is down... On a Monday morning? Come on Optus. I used to use you for your convince and reliability. Please don't fix something that isn't broken..Version: 3.58
✓ Nothing but hassleMy prepaid sim got blocked but because I no longer have access to certain email address they refuse to help me and told me to start a new sim, new number etc except the app won’t allow me to recharge as it is still attached to my previous number. All I want is to go back on same prepaid plan I had but instead they just keep passing me around from one department to another and not helping in any way. Been on the phone to optus now about this for a week and still haven’t had a straight forward EZ answer from anyone. Stick Optus I’m leaving this BS and going elsewhere which is unfortunate because I have used optus since optus was first around, never a problem but these days with all this stupid authenticity BS needed it’s gotten beyond a joke. If my elderly mum has a medical issue whilst Optus continues to mess me around I WILL SUE . I’ve had enough of this crazy get you nowhere stuff Optus keeps throwing at me. Optus has gone from a top score of 10+ down to 1- Never again!.Version: 7.15.1
✓ PoorI have been in Australia for 2 months now, I have set my auto recharge multiple times, but it never clears. So each month I have to manually enter my card, after realizing my data has expired in unfortunate circumstances. On top of my auto recharge never working, whenever I try to make a payment I have to enter my card MULTIPLE times in order for it to go through. The app should be convenient and user friendly but whenever I want to check how much data I have left, the app is always down. It gives you the option for a live chat, to which no one is available. Overall it is a frustrating process having to deal with Optus..Version: 4.20
✓ Can’t register accountI am sent on a never ending loop to register my account. They have me enter my email and birthday to send a registration link so I can create a password, but when I click the registration link in my email all it does is send me back to enter my email and birthday again. I’ve tried it 4 times and never get to setting up a password. Which is required to view my bill. 🤦🏾♀️ Just awful..Version: 7.16
✓ New version is broken, can’t authenticate or access My Cases orSo many glitches with the new version of the app! I’m logged in and I can’t access My Cases - I either get stuck in an endless log in loop (where it doesn’t even recognise I’m in the app and keeps prompting me to open the Optus app?!), OR I press My Cases and absolutely nothing happens. We also don’t get ANY notification when a case is updated or a message is posted. These all live in My Cases and not the main messaging chat. I am roaming and my service hasn’t been working since 14th June!! I’ve been in contact every single day and they just keep resolving the cases when the issue continues - the worst app now and customer service is next level awful (Come on Optus app & service team, I switched from Telstra & really didn’t think you could ever be like that, but somehow you’ve become even worse!?). Disconnected conversations with over 18 of your staff, no issue ownership or true resolution, awful customer experience and no care to help me with the app issues or phone issues meanwhile you’re more than happy to take my money - oh and I’m still waiting for my refund of over $762… After 4yrs my experience this past year has been so poor I will be looking elsewhere once I’m back in the country. If I was in Australia right now I would have ported out already as I need my phone number for work and 2FA for everything. Horrendous situation to be put in the last 3 wks while on holiday without a working phone number!!.Version: 7.15
✓ Deceptive bait and switchOptus website gave a price if plan ordered online. Their website makes you download this app for the promo. The price in app is much higher. Optus says they can’t change the price in the app. Lost us as customers. Deleted app and went elsewhere..Version: 8.6.1
✓ Shocking app, not user friendly at allOptus has had the Premier League rights for years now, and still hasn’t ironed out the issues. Their response to the shocking switch over and the way they butchered the last World Cup in Australia has been been borderline negligent. The Optus Sport app has no indicators for key events on the timeline (e.g match start or half time), if you have to stop watching and go back to your patch and press ‘resume’ it just starts over anyway. If you go to ‘watch from start’ on a match that is currently live there’s a good chance it will just start live and spoil the match for you. The fast forward and rewind controls on both the mobile and smart TV apps are so bad to use they may as well not be there. It’s a disgrace that this is a monthly subscription when it works so poorly. Optus you’ve ruined the Premier League!.Version: 7.11
✓ This app doesn’t work in my iPhone 7What do I do if I have an old phone?.Version: 10.6
✓ Cannot view usage after update?Cannot refresh due to system issues?.Version: 3.58
✓ All links redirect to app and don’t workEvery link that I click on their website sends me to this app which is very annoying, forcing you to download the app (even for trivial things like password resets). They the app doesn’t even do anything when you open it. The deep linking is broken. Going with Telstra instead because of this crappy experience..Version: 6.7
✓ CrapNever works waste of time and space. Would be useful to know data usage as can’t check any other way. Very disappointing.Version: 4.14.2
✓ App doesn't workComplained to Optus that I couldn't view my details on the website properly, they referred me to this app and this doesn't work either! Disgraceful.Version: 1.03
✓ App Can’t Activate EsimA long time Optus customer I am very disappointed with my new phone / contract activation. My current contract (plan only) contract’s price was lifted with no communication then my service became faulty, I could not receive calls or text on my previous phone so I ordered a new phone/contact. I received the phone on Friday and opted for the esim as I was sold by your advertising it was an upgrade and the best thing to get. I have not been able to activate my phone since receiving it Friday. It is now Wednesday night with no communication on when it will be activated. I have used your message service, called your customer advice Centre three times in which I was told I was ‘at fault’ and in the setup and it would be fixed in 20 minutes. An hour later, still not activating - That was on Monday! I’ve been into the store twice with no help, when I got in the store I was put back onto a customer service phone. I have wasted hours of time and fuel driving to the store trying to simply activate a new phone! I was told yesterday at midday it would be activated in 24 hours. It still cannot be activated and I received no correspondence about it despite being told I would be called back today. This is simply unacceptable and I regret re-contracting with Optus, it’s incompetent and unprofessional service for a long term customer. I will not be recommending Optus to any of my network and have already warned people of your service..Version: 7.1
✓ Acc deleted & live chat issuesHi, I’m a long time customer and I find it very frustrating that my prepaid Optus account was deleted from the app for the second time now. It was deleted the first time around when I canceled my postpaid acc (I had both postpaid and prepaid accs under the same login and ur staff deactivated both accounts without looking when I’m still using my prepaid acc) and it took me hours to call and wait on the phone so I can get service since the live chat wouldn’t work when u don’t have an acc! Your app keeps telling me to live chat you, then at least make it work WITHOUT an account that u accidentally killed for whatever reason. And now, after you update your app, my prepaid acc was lost again in god-know-where in ur system again. So can you please either make the app work without an account so ppl can actually live chat u, or put ur customer service no. when the annoying msg come up so ppl can actually call u for service? Thank you..Version: 8.3
✓ So disappointingWish I could give no stars. I've tried to open at least ten times, every single time a failure. Get your act together! Luckily the website does its job....Version: 1.13
✓ Only good for one account.If you are only managing one mobile account, it works fine. But, if you managed more than one mobile phone account, the app does not let you see more than one balance, so you need to login to the other accounts if you want to see their balance. So, basically, this app IS NOT an extension of the web site account management. The older app worked just fine. This one… not so much..Version: 3.48
✓ Doesn't remember my details?Every time I try to access my credit via the app, it asks for my phone number then sends me a 4 digit code to validate. Is this working as designed or is this a bug? I expected this app to remember my details. A bit tedious.Version: 3.48
✓ The update makes app unusablePreviously the app was difficult to use at best, crashing often but at least you could see your data usage most of the time and use the message feature, recent update has made the app completely unusable. Constantly get greyed our loading screens that never load and they changed the data/day counter to a percentage remaining. The old one was better but overall this is a terrible app. Optus is also a bad provider, I pay $120 a month for 24hour service with a dedicated team that is never available and when I called this morning it said the call centre is closed, would love to know what I’m paying the premium price for since it obviously isn’t better customer service and definitely not for better cellular service as that is always poor. Update: tried to use the massage system through the app, after it causing the app to crash multiple times managed to send a massage, has been most than 12 hours with no response. Every single thing this company does is useless and to the detriment of their customers. I have found the only way to get optus to do anything is by lodging a complaint with the TIO I highly recommend anyone have troubles with them lodge a complaint with the ombudsman as apparently they “care” about your problems with their services allot more when they have the ombudsman breathing down their neck..Version: 5.11
✓ TerribleApp has so many bugs..Version: 8.3
✓ Please Fix This AppThis app used to be quite useful but for the past many weeks, a split second after I open it, it crashes, and this happens each and every time. The app is completely useless to customers this way, so Optus get moving and fix the problem as it's part of what your customers are paying for!.Version: 3.57
✓ Unreliable supportApp says 24/7 chat function but there aren’t any agents servicing requests at night. People can have phone issues at all hours. Terrible service..Version: 7.6
✓ Usage tracking removed in Version 10After updating to Version 10 the app no longer shows your roaming data usage. It has also redesigned some other sections and made them less useful. I wish apple let you uninstall updates because this update is terrible..Version: 10.1
✓ My accountAt the moment and after more 20 years at Optus I’m not getting anywhere trying to access my account through the app! It says email and password fine but goes no where. Rang about it during this pandemic (which is hard enough to get through) and after a long time the man seemed helpful but really he said to uninstall and reinstall my app! Yep did nothing! Tried for several days different ways, changed password, all did nothing! I’m trying to access the extra data because we are zooming through it. It’s like going around in a circle, it tells you to message through my app yep can’t get into my account! So exactly how to you contact Optus other than phone which is painful and not an emergency! Someone contact me thanks! Need someone to tell me what’s going on!.Version: 5.11.1
✓ Can't see my billAs I launch latest bill section, app get crash ... Until now no update for iOS 9 ... You fix things and update things too slow ...Version: 3.53
✓ Won't work!It used to work perfectly before but now it is not working, pls fix this.Version: 1.08
✓ APP + supports + choice that’s explained in the t&c’sHi as above I purchased a new device through an approved seller under such a Named franchise not sure if that’s the right terminology but I’m sure the hint is gettable , purshase made approximately 1.5 months ago and I’ve had the worste experience with the all named in title and when I viewed the application I noticed it said it was performed 4 days prior now I went to open the application and immediately I was informed that the issue or update was still in the works and that along side the number/s provided are in just as much of a disarray or total customer confusion and frustration of having to repeat processes to be included are absolutely ridiculous and to end all it states in the t&c’s that one whom wants to purchase a device was not in anyway explained then when finally home after purchase I found or still find the devices offered was way to far tech headed for I as went brand to brand change. Goodnight hope you’d can rest well.Version: 8.5.1
✓ Strangely limitedThe app doesn't work unless your iPhone is on Optus. If you have other carriers for your iPhone and perhaps an Optus backup phone or 3G dongle then this app is worthless. There seems to be no option to login to your existing Optus account either..Version: 1.03
✓ Doesn't WorkThis app doesn't work and much like everything that doesn't work with Optus they are not that bothered about fixing it. Customer Service in general is poor..Version: 1.08
✓ ComplaintI required a new modem end nov an nbn tech sent to test and required new modem. was sent a wireless modem which was incorrect for my requirements as was on nbn service. Working from home, an essential worker. So another nbn tech was sent and confirmed incorrect modem requested replacement and asked how I return the wireless one. Finally got case mgr Dewayne in jan after lots of calls and frustration. Email 10/1 how to return modem when the return pack did not arrive after 3 weeks. 11/1 handed modem to morphett vale post office. Was delivered 18/1 to your Yrnnira warehouse. Still waiting on credit aware will take time. I have paid what I thought I owed waiting on credit and prepared to pay what I owe. Too long too many phone calls and stress. Wandering if worth the hassle . Need a better faster outcome when relying on a service to keep me in touch and helping my customers. Way too much stress.Version: 7.7
✓ IOS App Crashes and Reporting PaymentsI have been a loyal customer to Optus since I was 16. And as part of that I have received an iPad from them as a reward. Which is awesome fan service. But when I try to log into the app on my iPad and I go through all the prompts as per usual, I arrive at the dashboard of the app only for it to boot me out, which requires me to go through all the prompts again. This happened not once but four times. You simply cannot login on iOS. I can’t log into the Optus App on the iPad that Optus gave me! Go figure right! Another issue I have had is that when I request extensions on my bill payments they are approved, I receive the text saying they’re approved, and even then they revert back to the original date the next day. I requested an extension recently and had this happen and unbeknownst to me I attracted late payment fees when it was well within the extended date I had been texted. Even when I finally pay my unjustly inflated bills I can’t report the payment to have it resolved and the bill amount doesn’t change for days on end! So for me the customer, as far as I know the bill hasn’t been paid yet! And here I am wondering what stupid glitchy tricks Optus is going to pull on me this time while I’m waiting!.Version: 5.7.1
✓ We Are Having Technical Difficulties....... for over three months now! The app does not work, and Optus appear not to be bothered given that it has been reporting 'technical difficulties' for over three months now ... don't bother downloading this until the manager responsible for this app is shamed into producing something that actually works....Version: 1.03
✓ Utterly Useless AppIt simply doesn't work. What information that is available is out of date and difficult to understand. Don't bother downloading it. Optus need to get their act together..Version: 1.07
✓ Add ons???Would be a good app apart from the whole time I have been using optus there have apparently been technical difficulties meaning you can’t purchase data add ons? and if you try and do it on the website it just tells you you have to do it on the app. super irritating.Version: 8.11
✓ App doesn't work at allI have a 3GS which is a supported phone for the app. I registered on Optus My Account and I can access information that way. Try and retrieve info via the My Optus app and it just says the feature isn't available for my service. Go figure! Obviously hasnt been tested very well at all. Others have said that it used to work before the current update so obviously regression testing has not been done properly..Version: 1.02
✓ Can’t add data, error without messageThe app displays our data usage fine, but, as soon as we try to add-on the free data, or go to live chat to seek help, it asks to login or register. We can’t register again so we populate the login details, it goes nowhere. No error message displays, the screen just remains on login. We’ve tried on several devices over serval days, with the same result. We can login on the website, but can’t add the data. We managed to call through to a representative who said he couldn’t add the free 20GB data for us, it had to be through the app. He said the app must be experiencing ’load’ issues and to keep trying, there’s nothing he can do... The app/ server? may be experiencing load issues... but this looks like it’s a different issue. It’s an action with no visible result...There’s no time out or sever error displayed, to validate the ‘load issue’ theory. We’ve attempted to login and add the data at early times in the morning, when we expect useable (load) to be low, same issue. In the end we’ve had to upgrade our account and modem and lock in for 24months, just so we have enough data to keep working from home... Outrageous that the rep wouldn’t escalate us to technical support/app dev team or be able to add the free add-on data to our account, on our behalf. Please don’t offer us something we need, for free, under the guise of helping people, when you block our access to it for arbitrary reasons and say there’s nothing you can do..Version: 5.11
✓ Let me check my usage PLEASEOptus perks link keeps popping up. Cancel it and it comes back again. Could be more than a hundred times i cancel it and it keeps popping up! PLEASE FIX THIS... Not interested in perks any more... Fed up of this.Version: 4.7
✓ Make it workThis app never works. Nothing loads. Ever. Optus might have good coverage, but their customer service is pretty well the worst I’ve encountered in any sphere of business. Good luck getting any Optus perks to load from this app! (Please make them accessible on the website or fix this app).Version: 4.20
✓ EmbarassingHad a problem with my optus perks, tried to pay movie tickets trough the application but some reason it keeps rejecting my card and the warning sign says that i need to review my account. Tried to call their customer service which is extremely terrible, they cant speak english properly and obviously does not know what they are doing, keept trying to transfer me to technichal support which keep bouncingh back to a completely different department and this happens 5 times, it happens with the online chat help too. Tried the website which keep asking me for my email confirmation even though i have logged in. optus is a mobile service and it’s so embarrssing that hey cant even have their mobile application right, worst customer service i’ve had experience so far. Reason why i chose optus was because of the perks. If i cant use them, why should i bother sticking to them if there is a better mobile service out there with better signal. Time for me to say goodbye to optus.Version: 4.25.1
✓ Doesn't work even a little bitThis app crashes on opening every single time, after running through some of the initial set up. It is completely unusable..Version: 3.59
✓ HurtEmotional.Version: 5.6
✓ ScamCanceled 2 years ago. Just got an email stating my plan will cancel tomorrow. Most likely not getting any of my money back. Do not use..Version: 10.5
✓ PriceConstantly increasing my bill price for some what reason I don’t know, very upsetting!!.Version: 6.14.1
✓ Not Just MyOptusHere in Western Australia for many people I know, Optus has been providing terrible connectivity. From important phone numbers seeming to be disconnected (when they are not) **during emergencies**. To numerous mobile to email mms just not arriving. Photos of family and loved ones unable to be shared because the service is just not letting them send. There is a change of policy and a push for Optus support staff to encourage new and long term existing customers to move their contracts in order to lock them into updated restrictions. Automatic billing as an example, is just not possible for some long term and loyal customers. All the while, getting support for updating and renewing existing contracts, at the very least is slow, at the worst is hours long (and only during particular office office hours), complicated, impossible, or completed *and then* later found to be completed incorrectly in order to enforce those unwanted locked in policies. I have just deleted the app and downloaded the new *updated version* in order to log in and pay my latest bill. At the very least to check how much the bill is, and to pay elsewhere through a website link. The new version appears to be having technical issues and to try again later. Where’s all the money going? Who’s getting those big bonuses? It is becoming increasingly obvious that Optus is no longer a viable service provider..Version: 7.17
✓ Trying to rip you off.App works fine however it doesn't allow you to select the $5 recharge option, unlike the PC version. Trying to get you to spend more than you need. Also unlike the PC version, no paypal support..Version: 1.16
✓ Crashes on OpenApp used to be great for checking usage, bills, accessing Perks, etc. Most recent update renders app completely useless as it crashes on open. Running latest iOS on 6+.Version: 3.57
✓ Worst ever roaming and customer serviceI purchased their e-sim card and international roaming service, which was totally broken down in 8 days. I thought it was my issue, so I bought another 14-day international roaming service. Still, their application kept saying technical matters and the only way to solve this was going to their brunch office in Australia. So I contacted their customer service and requested a refund of what I paid that was not serviced because of their technical issues. The customer service started to say, “The only way they could refund me was by switching to their postpaid service.” I have reasons to think they planned these technical issues with purpose. And I had a terrible experience with them because I paid $35 for nothing, and even worse that I can only access to the internet through my husband’s hotspot when we outdoor. If there’s 0 star I won’t give them 1. Will never choose Optus anymore..Version: 8.9
✓ IssuesI have the same problem. Says I'm connected to wifi when I'm not. Maybe iPhone 5 issues. Shame. This could be a very useful app if it was working. :(.Version: 1.13
✓ A painful experienceSetting up eSim via the app is far from a pain..Version: 7.9.1
✓ Optus Prepaid servicesI purchased a new SIM card try to activate online when I click on keep my own number Optus not allowed to activate online transfer to human chat. I had chat with 2 Optus customer care 1st one was Aari and second Grace both unable to activate my SIM card even they asked my details and Grace hit my credit history and hurt my credit Score even I was applied prepaid SIM card activation not applied postpaid plan with mobile at all. Prepaid SIM card don not required credit checks at all times can’t believe it how stupid workers Optus hired don’t know what to do now I am going to throw this prepaid SIM card into the bin. I waisted my 2 hours over the the chat to activate a SIM card. Ther is only 2 good companies Telstra and Vodafone. Optus should teach there workers before they start take calls and resolved the issues..Version: 7.14
✓ Most unstable app everNear impossible to use - repeated fails and crashes. Updates seem to make no improvement. Not worth the effort.Version: 4.18
✓ UselessPersonally this app simply didn't work.Version: 1.16
✓ Yes Optus app and Live chat is uselessHad an issue within the app (not linking to my My Account details properly) and used the Live Chat option through the app to find a resolution. The live chat glitches all the time and I lose the chat or the ‘team member’ on the other end misunderstands my problem and doesn’t actually help resolve it. I have started 5-6 chats now and every time I have had to re-explain my situation from the beginning as there seems to be no record kept of my previous chats or the ongoing issue (so I still have not had my issue resolved)! The lag time is very slow between responses so it just drags out the whole process and what would normally be a 20 mins convo with a person over the phone or in a store, it takes double or triple the amount of time. Even though I have had a different person every time I’ve had to restart a chat, they all have the same ‘scripted’ responses so all this makes me think they are robots not real customer service people. So far the little help I have managed to get from the app live chat has been to send me to login to my My Account online as a work around - which begs me to ask, “what’s the point of the app if your own customer service team members point you away from it??”.Version: 4.25.1
✓ App CrashesThis app is great to check data usage and minutes usage. But since the last update it crashes when it opening rendering it non functional..Version: 3.57
✓ Doesn't workI'm not expecting much from this app but I do expect it to work. It keeps telling me to turn off wifi, which I've done. Can't even get it to connect. What a joke..Version: 1.04
✓ Not getting another cent from meHey Optus, I’m not paying my bill. Here is why, my girlfriend and I had the exact same plan $65 a month with x amount of gigs. We had been customers with you for probably 2plus years. Though we both left Australia on the 1st of April, we both called up and cancelled our plans pretty much on the same day…..it’s now mid May and yet you are trying to ask me to pay $32.50 services charge yet my girlfriend has not been billed. How is that right that one gets billed but not the other? anyhow neither of us are paying for a service we haven’t used for over a month and since I’ve cancelled my plan I cannot chat via messaging because I don’t have an account with you guys anymore and I’m not making an international call just to talk with an unhelpful customer service rep. If I ever return to Australia I’ll be taking my business elsewhere..Version: 8.8.2
✓ Awful. Do not bother.Characteristic Optus. Flashy and descriptive app that does absolutely nothing. The app is always "experiencing technical difficulties" and will only provide a number to call Optus..Version: 1.08
✓ App doesn’t support older plans properlyFor those of us who are on a plan that includes a monthly international roaming data quota (yes, they tried to get us to move off those plans but we managed to keep them!) the app can no longer show your international data usage - it only works for those who are using the newer plans with roaming passes. So this is a hassle, because now I have to log in to the Optus website every time I want to check my international data usage. The app even pops up a “You’re roaming” message when you open it, but selecting “Check roaming usage” just shows the same message over and over again in a loop. Basically, they haven’t tested the app with older plans that include international data. Edit: look at their reply… they completely ignored what I’ve said and think reinstalling is going to help. Someone at Optus needs to reassess the people they employ to respond to reviews..Version: 10.8
✓ Constantly resetsI have to restart setting up the app, and when it asks to resend code, it never sends it..Version: 4.23
✓ Can’t LoginTried many times to login to the app but never works. Please fix your app..Version: 7.13
✓ TerribleNo regards to customers at all. Optus do not care and do not help. Plus they have increased prices on set plans Terrible service.Version: 7.17
✓ Impossible to deal withI logged on to try and tell them their data calculation is wrong And while I was waiting patiently for an answer… I went out of the ap, and after a very short time I came back to the ap, and I had to enter my chosen pin AND a so called “one time pin” just to get back to the messages… This one time pin is send as a text to a different ap, the writing is TINY it’s 6 numbers that’s hard to remember or read… And I had to do this FIVE times while talking to Optus messenger over just one hour! So ridiculous… security over board. I asked if we could turn off one time pin, and staff didn’t seem to understand what I was asking - since they told me I could “set my own pin”… which wasn’t the pin I had issue with. Updated up finally allows you to see a break down of what you used your data on (mobiles) ... similar to what other carriers have ALWAYS had. The chat is responsive- but if you don't get to the message quick enough it times out and you have to start all over- as evidently the ap doesn't save the chat history at the Optus end Also- don't forget- even if you request a timely payment extension you will still be charged a $15 late fee!!! Like no other company I have come across would. Unacceptable..Version: 8.10.1
✓ Costumer ServiceThe costumer service is horrible..Version: 4.17
✓ So worthlessNo matter how many updates, it never works. There's always some problem and the app is never able to perform. What a waste of time and space..Version: 4.1
✓ Failure By DesignTo redeem prepaid voucher and set up new phone, one option is to use the My Optus app. At this stage the user does not have a mobile number (before activating the voucher). App requires mobile number to open. Fail.Version: 4.14.1
✓ Useless appCan pay for add-ons, what’s the point in having the feature?.Version: 8.8.1
✓ Technical difficulties - permanentlyNot sure that "we can't be bothered" is a technical difficulty but either way the app doesn't work and optus don't seem interested in fixing it. They'll still waste customers time by prompting them to install it though. Avoid like the plague..Version: 1.08
✓ Average app.Very hard to change plans when needing to on sim only payg. Also tried to top up another mobile and it would't allow it. Would benefit from a live chat option..Version: 3.51
✓ Worse app everThis app is the most annoying thing ever !! You have to sign in every time the app is opened meaning you need to verify your phone number agree to terms, notifications so on and so forth EVERY SINGLE TIME !! You can’t just jump on to check your data usage and what not because your using it to open the friken app !!!!! You’d think Optus would have developed something better by now 🙄.Version: 4.19
✓ Used while I was in AustraliaService was slow. Reasoned why I’m giving this the lowest rating is because I canceled through the app as I was departing the country and they’re still trying to charge me..Version: 5.4
✓ Constantly crashesUseless app that always crashing on opening. Don't build an app if your customers won't be able to use it. Annoyed.Version: 3.57
✓ 5G so slooooooowTerribly slow internet..Version: 7.2
✓ BugsFirst of all, how can a phone operator app be over 300mb?? When on a chat with support, every time you get out the app, the chat closes and you’re brought back to the starting screen. Annoying and time wasting..Version: 8.14
✓ App Doesn’t EorkI try to sign into my account by sending a verification code,it doesn’t let me punch in the code..Version: 5.8
✓ FrustratingTwice now my bills haven’t been deducted from my account to pay despite having the available funds on time. Optus used to have a manual payment option for when their automated bills don’t go through which they don’t anymore, and now they are threatening to limit my services. My app also tells me I’ve already gone over 50% of my data since roll over which I know isn’t true because I don’t get a lot of reception where I am. I then called customer service to ask them to put the payment manually for me on their end and by some comical miracle- even they couldn’t help me. Be it due to system maintenance or what I don’t know, but it’s frustrating to feel like I’m getting punished for something that’s not even my fault to begin with. Pretty annoying..Version: 7.14
✓ Really?!Got the prepaid sim from your shop, the number from your shop, but when I want to sign up you tell me it's not an Optus number?!.Version: 3.60
✓ Constantly locked outI’ve had enough of being constantly locked out, unable to view bills or account details and to top it off Optus still cannot tell me why I can not receive messages to my old trusted number. Who is receiving my messages then? Has my number been ported without my Knowledge? I have been locked out of several email addresses and therefore have lost all my important documents along with irreplaceable baby photos and the like spanning a decade. Optus have cost me dearly for not taking my problem seriously and whenever I have tried to sort this I am placed on the phone for hours and the problem is never solved. Now it appears as though my identity has been compromised and I feel telecommunications need to be held responsible and accountable for the loss on my livelihood that has resulted. What criminal background checks do staff have to entail? I am not a fool and when I mentioned my number could be cloned they treat me like a crazy person. Thing is cybersecurity treats this seriously, go figure. When I ask for my password to be reset it takes me back to the link in the app with nowhere to reset password, just option to reset. Eventually I will get to the bottom of this and expect those responsible to be charged accordingly..Version: 7.11.1
✓ .Have been with optus for 4 years, ordered 2 new iPhones for pre order on the release date 2022. They stuffed up and send one of the phones to my old address. Having to cancel both orders and start over while I was on Holliday, I was then denied one phone and told I could only be accepted for one with a lower storage amount?? So i did that anyway to ensure I was still getting the two phones. I was very clear that they both had to be delivered together and was assured they would be. I have just received one phone which was ordered after the first one, so I call to find out what’s happening and have been told about a week it “should” be delivered… Very annoying after the amount of stuff arounds I have had trying to order 2 phones which is a very straightforward process. Have been seriously contemplating changing providers because of it. Not to mention their data breach, yay….Version: 7.17
✓ Broken release, past versions pretty goodPast versions of this app I have worked quite well for me, however, this one crashes and locks out with the screen claiming that they are “trying to improve service”, rather than providing an honest error message when attempting to check data usage..Version: 5.2
✓ Data usage incorrectI recharged 7gb 10 days ago and apparently I used it all. Incorrect. I waited 2 days to re-check the data breakdown and it only accumulated to 2/3gb, criminal. Waste of money, live chat pushed me from pillar to post, nothing has been done about it..Version: 4.17
✓ UselessUtterly useless app. I have to keep deleting it and reinstalling because it fails to refresh my account info after a couple of weeks. This happened twice now..Version: 4.14.2
✓ Rubbish!Can’t log on, takes me round in circles, have to keep using forgot my email and password even though I know it? So frustrating and time consuming, I have to keep going to the store to buy a voucher, to recharge! too much hassle every month seriously considering moving to another carrier..Version: 4.21
✓ Useless AppBeen with Optus for 15 years. They are behind the other Telcos and can’t even fix the basics of the User Experience of this app. I have checked out other Telco’s apps through friends and families accounts. For over the last 3 months whenever I have tried to login, been forced to in order to to view more details(my bill Etc) an error pops up saying: “Login failed Sorry, we’re having technical difficulties right now, so you can’t login. Please try again later.” There is no way to message them without logging in first so you are stuck in an infinite frustration loop. I can’t see how much the bill is and having those important details(if they want to be paid) on hand 24/7 is expected for a Telco app. I can’t call them, because I can’t waste an hour or more on hold. They keep updating the new deals and offers in the app, but can’t manage to fix this. After the Optus Data breach you assume they would care a lot more about the User Experience of their customers, but clearly they make so much profit that they can do whatever they want. So I wouldn’t bother with them anymore until things change. I am leaving Optus. I suggest you do the same to force change..Version: 8.5
✓ Switch to TelstraThe latest bs associated with this crappy company should be all the proof customers need to change to Telstra like I did after the last bs they went through and I cannot believe that people choose to stay loyal to a company that clearly is not loyal to you. You can port your number to Telstra, they are waaaaaaaaay better and they offer 5G coverage whereas Optus said they would but never did. Hopeless company and I cannot believe that major companies still actually use it, how much proof do they need that this company is DODGY?! I cannot believe that Australian companies are not using Telstra which is Australian over some overseas scamming company like Optus. It’s like Optus customers love being scammed and without a service or something - I bet they are the types who sit on a nail and complain of the pain instead of either avoiding it in the first place or getting up healing and getting far away as possibly from it. Dodgy foreign company with dodgy foreign staff who are only there to scam you. Would give negative stars if I could.Version: 8.14
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