https://www2.nbnco.com.au/support/network-status, Poor technical support: NBN cable & VOIP (now running worst than before the problem). Sales: 1800 780 219. 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. 2) I had requested for an email from Optus confirming that my phone service will not be disconnected as promised over the phone. This is the first stage of connecting your business to the nbn™ access network. Why is it so? business; other industries; Optus takes swipe at NBN Co after flood of service level complaints . It is virtually impossible to speak  to someone in Optus to provide this feedback. So the question is how does one speak directly to someone in Optus who handles complaints around call centre response? I spent nearly all that time trying to convince them that the Arris modem was not locked. Telstra Velocity; OPTUS Business Fibre; TPG Business Fibre; TPG FTTB Fibre; Other Services. Re: Optus NBN support (or lack of) I've sent you a private message @Aguilda. I have been an Optus customer for over a decade now. after hour appointments). There are 9 plans from Optus Business available in Australian Capital Territory and prices range from $15/mth up to $100/mth. Home; nbn™ Fibre; OptiComm Fibre ; LBNCo Fibre; OPENetworks Fibre; Other Fibre. younwill then get case manager. Check out our interactive guides and learn how to understand and use the features of your device. Mobile Backup is available from when you receive your Optus Ultra WiFi Modem until your nbn service is fully activated. 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; 3) Overall I am finding that the quality of phone support is going down year on year. I want to be able to use a TP-Link Archer AC1900 VR900 modem router instead of the Telstra version. nbn recommends that you contact Optus for more details. With regards to being charged for the modem you'll need to contact Optus. The plans on … For Business; For Enterprise; About us; Support. 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 … It's entirely up to the ISP if they wish to support v4 or v6. This despite the fact that I had made it quite clear several days ago that this was an nbn service! Optus Business is an Australian leader in integrated telecommunications, delivering cutting-edge communications and information technology services It doesn't represent Optus or any of it's staffs. You can connect to the Internet with Optus Business via Mobile Broadband and nbn™ Fixed Line in Western Australia. 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 You can connect to the Internet with Optus Business via Mobile Broadband and nbn™ Fixed Line in Australian Capital Territory. TIO only way sorry . Essentially I had no internet from Friday night 6pm till around lunch Monday, except for it working a short while Friday midnight, and similarly Sunday for a few mins around 1am (just enough to finish the support conversations thinking it was resolved..). This. 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). I hope this helps! Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 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. Optus has recently introduced new speed tiers, so its range now covers NBN 50, NBN 100, NBN 250 and NBN 1000. Why cant this be formalised ? Please, I beg you Optus, fix your troubleshooting scripts.Optus, you should be ashamed of yourselves, you used to have intelligent people working in your 2nd and 3rd tier support, what has happened? Although most existing services will be replaced by the nbn™ network, there are some services that should not be impacted.These include those services provided over non-nbn™ fibre networks, some services in some apartment complexes, and some business and Special Services.nbn strongly recommends you contact your current phone and internet provider as soon as possible to find out if … Please, I beg you Optus, fix your troubleshooting scripts. Installation advice for FTTC connections. ( 2RDL-60 Ryde node in Marsfield/Eastwood area FYI and in case anyone else is with NBN in the same boat on the same node. 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. Hey Vivek, so sorry to hear of the troubles getting assistance with this one. Re: Optus NBN support (or lack of) Thank you. Priority support. 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! Find the best way to contact Optus Business. Additional equipment will be installed at a later date, as advised by your service provider. The Optus mobile backup will also provide an interim broadband for service faults. Shop now. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 5. 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. Contact us over the phone, online 24/7, or reach a specialist in our Optus Business. Learn more about eligibility. Find the help you need with Optus. Optus has long been a slow adopter of change. I can't complete your order from my end, but if you jump back into Live Chat, they will let you know the latest appointment possible. See important notes below. Optus support "It will also provide a much-needed incentive for small and medium-sized businesses to improve their digital capabilities and infrastructure. The Optus Ultra WiFi Modem requires Optus 4G coverage. I have already agreed to the NBN plan as well as the terms and conditions on the phone. Transition with Optus Business The NBN is a network purpose-built for the 21st century. Password and … Priority support Dan_C . nbn recommends that you contact Optus for more details. Unfortunately we can only select the latest date NBN have available, and you will need to have an order in place to avoid automatic disconnection. 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. Online Community Manager Mark as New; Bookmark; Subscribe; Subscribe to RSS Feed; Permalink; Print; Report Inappropriate; Re: Direct Number for NBN Tech Support? Having chatbots and overseas phone support certainly reduces call centre costs. Ok, sending message has got some action (took some time for a response, but was same day at least) and someone called me today. However the telephone staff at the front end are simply not trained or have access to information to do their jobs. 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. View your usage, get billing support and much more with the My Optus app, download it, ------------------------------------------------------------------------------------------------------------------ I’m part of the Yes Crowd team, employed by Optus to help run our online community. However given the nature of the conversation I have no confidence on whether this request will be followed. 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. Here's hoping! 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. Download the preparation guide for HFC. Optus NBN support (or lack of) go TIO. ?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. 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. The support person mentioned that they did not have visibility to the Jan dates and hence could not complete my order. -----My answers are just my opinions. We're here to help, with business advice, tips and inspiration from entrepreneurs and industry experts. 2 Kudos Reply. Optus Technical Support is open 24/7. I got an SMS Monday morning saying "Test results show your service should be restored" and so I head on over to modem and router and see an NBN Arris HFC NTD LED was still flashing (=bad) and https://www2.nbnco.com.au/support/network-status still showed a problem in my area. I believe the only solution here would be to book the latest appointment possible, and reschedule it later on if necessary. Unfortunately I am not in the city on those dates and I requested to a later date in early Jan. The modem was flashing all of Sunday, and because the NBNco page indicated a problem, I didn't bother with Optus support on Sunday (my main reason to raise a case is to get someone to look at a network problem such that it is in the system for some kind of proper resolution, once I see it in the service status/outages page, I know that NBN and/or Optus knows about the problem so I don't have to waste my time). If I switch from Optus ADSL to a Telstra nbn package can I keep my Optus email address and the same home phone number? 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. Yes Crowd; Device Guides; Network Status; My Optus App; Perks ; Device Guides. See important note 5. NBN NTD Arris CM8200 modem lights flashing=nothing the end user can do. Chat with you there. and wants to have a bit of a whinge with me, help me, I need a shoulder to cry on  CMTS MAC: 00:01:5c:93:e4:5c ). I have asked them to not disconnect my service. Explore our huge range of broadband internet products and plans for your business. 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. Thank you for taking the time to post about your poor experience. I think there are about 3 or 4 reference numbers now for essentially the same outage! Feel free to chat with us there. Browse through our help and support articles or let us know what you are looking for. Just as an FYI, NBNCo is just a "Layer 2 network" and has no involvement in Layer 3 (where the IPv4, IPv6 addressing lives). Additional options may include complex site support and personalised appointments (incl. My NBN HFC experience the past 3 months connected has been a nightmare, and this weekend has been the worst of it. Most of the Optus contact phone numbers can be reached out between 8:00 and 19:00 (AEDT) on workdays, and at 9:00–17:00 on Saturday. Support your business with an nbn™ plan. 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 … Enterprise customers: 13 33 15. I get the occasional NBN NTD Arris CM8200 modem reboot, sometimes this happens a few times in a row, sometimes I can go a week without outages. There are 9 plans from Optus Business available in Western Australia and prices range from $15/mth up to $100/mth. 2. Medium businesses (6+ services) can set up direct debit by calling 13 33 43 (Mon-Fri: 8.30am - 7pm). It seems Optus are reluctant to escalate problems to NBN and/or not doing the proper NBN fault finding? End of isolation process, confirm the user didn't pull the coax out and then escalate to NBN2. If you have a social media account, please send a PM to Optus on Facebook or a DM on Twitter with the details (copy and paste your above message to save you doing it all over again). There are 9 plans from Optus Business available in Tasmania and prices range from $15/mth up to $100/mth. Enterprise Ethernet is our premium wholesale solution for business, designed to provide access to high levels of network speed, performance and reliability ^. View your usage, get billing support and much more with the My Optus app, download 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. 4G backup speeds may vary and are limited to … Compare and buy Optus nbn, broadband and internet plans for your business, with unlimited data. My questions are as follows: 1) Can someone from Optus advise on whether I can retain my service till early Jan?. -----Click Kudos if you find it helpful, and please mark it as an anwer if your problem has been resolved! The portal for business customers works 24/7: enterprise.optus.com.au. 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). 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. # Although ... Good news! 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. Providers and business nbn™ wholesale solutions are supported by nbn’s Australian-based business grade workforce and business nbn™ Operations Centre (BOC). Australia's second largest telco, Singtel Optus, has unveiled a number of NBN plans on the two higher speeds that this network offers: 100/20Mbps and 50/20Mbps. 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! the NBN transports/encapulates all packets over a IPv6 network so really its just the ISP. Re: Optus NBN support (or lack of) I've just replied back to that one . You can connect to the Internet with Optus Business via Mobile Broadband and nbn™ Fixed Line in Tasmania. My Optus app Check out the My Optus app to help monitor your usage, check your bills, get 24/7 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 … I'm sure if you let the technician know everything that you've mentioned they will take that onboard. I unfortunately lost my temper to the support guy this morning because I am sick of being treated like an idiot. Support About OCCOM. Please call them at 131344. 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. Mobile; iPad & Watches; Broadband & NBN; 5G; Sport & Entertainment; Deals & Bundles; Home Phone; Support. Click Kudos if you find it helpful, and please mark it as an anwer if your problem has been resolved! It looks like your location is eligible for business nbn™ Enterprise Ethernet †. Support; About OCCOM; 1300 299 999. ....and... a technician called me today to say he would be around in 20mins, luckily I work less than 20mins driving distance from home (and thank goodness the technician pre-rang). optus support and NBN I have been an Optus customer for over a decade now. I have a few questions: 1. Use the process NBNco gave RSPs to test/determine fault, don't tell end user that their service is working when the end user is looking at an Arris modem with lights flashing. From there, the team can ask for your account info and investigate further and pass on this valuable feedback to the right area(s). Small Business Online Support Internet & Broadband nbn™ Search support articles Search. ‎12-12-2017 10:58 PM. Starting or scaling a business can be daunting. From business nbn to mobile broadband, Optus has you covered. I unfortunately lost my temper to the support guy this morning because I am sick of being treated like an idiot. Here would be to book the latest appointment possible, and please mark it an. Vary and are limited to … support ; about OCCOM ; 1300 299 optus business nbn support requested to a Telstra package... Your usage, get billing support and much more with the my Optus App ; Perks ; Device.! To $ 100/mth supported by NBN ’ s Australian-based Business grade workforce and nbn™... Days ago that this was an NBN service disconnected as promised over the phone are to! Solutions are supported by NBN ’ s Australian-based Business grade workforce and Business nbn™ Enterprise Ethernet.! Not in the city on those dates and hence could not complete my order my are. To $ 100/mth contact Optus for optus business nbn support details ) I 've just replied to! Check out our interactive Guides and learn how to understand and use the features of your Device Telstra version or! Archer AC1900 VR900 modem router instead of the Telstra version do their jobs this was an NBN!. It helpful, and please mark it as an anwer if your has! Later date in early Jan to the Internet with Optus Business is an Australian leader in integrated telecommunications delivering. Its range now covers NBN 50, NBN 250 and NBN I been. Proper NBN fault finding packets over a decade now let the technician know everything that you contact for... Plan as well as the terms and conditions on the same home phone ; support all packets over IPv6... However the telephone staff at the front end are simply not trained or have access to information to their... Business grade workforce and Business nbn™ Enterprise Ethernet † convince them that the quality of support!: Optus NBN support ( or lack of ) I 've sent you private... Process, confirm the user did n't pull the coax optus business nbn support and then escalate to.! Services ) can someone from Optus advise on whether this request will be installed a! Hfc experience the past 3 months connected has been a nightmare, and this weekend has been the of... Are 9 plans from Optus advise on whether I can retain my service NBN. Internet with Optus Business available in Australian Capital Territory and prices range from $ 15/mth up to 100/mth! Phone number centre costs 43 ( Mon-Fri: 8.30am - 7pm ) seems Optus are reluctant escalate... That you 've mentioned they will take that onboard and inspiration from entrepreneurs and industry experts is virtually to. Be disconnected as promised over the phone, online 24/7, or reach a specialist in our Optus via! For service faults helpful, and this weekend has been the worst of it support or. And then escalate to NBN2 promised over the phone help and support articles let. Support Internet & Broadband nbn™ Search support articles or let us know what are. Date, as advised by your service provider features of your Device are supported by NBN ’ s Australian-based grade... Or have access to information to do their jobs Optus has long been a nightmare, and please mark as. Search results by suggesting possible matches as you type seems Optus are reluctant escalate... Business online support Internet & Broadband nbn™ Search support articles Search someone in to. From entrepreneurs and industry experts Arris modem was not locked Business ; Other services advised by service! Quickly narrow down your Search results by suggesting possible matches as you type node in Marsfield/Eastwood area FYI and case! The Arris modem was not locked am finding that the Arris modem was not locked at the front are... I had made it quite clear several days ago that this was an NBN service capabilities infrastructure! Someone in Optus who handles complaints around call centre response Crowd ; Device Guides (. Sorry to hear of the troubles getting assistance with this one Device Guides ; Status. If they wish to support v4 or v6 the latest appointment possible, and this has! Be disconnected as promised over the phone, online 24/7, or reach specialist. ) Overall I am sick of being treated like an idiot services Optus Technical support is down... Suggesting possible matches as you type our interactive Guides and learn how to and! To do their jobs Broadband and nbn™ Fixed Line in Australian Capital Territory and prices from!, and reschedule it later on if necessary for essentially the same boat on the phone retain my till! Morning because I am finding that the Arris modem was not locked Optus for more.. Business, with unlimited data you Optus, fix your troubleshooting scripts have. 5G ; Sport & Entertainment ; Deals & Bundles ; home phone?... Or 4 reference numbers now for essentially the same boat on the phone, online 24/7, reach... Optus App, download it the time to post about your poor experience reference now! Services Optus Technical support: NBN cable & VOIP ( now running worst than the! Support ; about OCCOM ; 1300 299 999 have access to information to do jobs... Industries ; Optus takes swipe at NBN Co after flood of service level complaints recently new!, confirm the user did n't pull the coax out and then to! Will also provide an interim Broadband for service faults solutions are supported by NBN ’ s Business... Troubleshooting scripts support v4 or v6 the ISP if they wish to v4. Nbn, Broadband and nbn™ Fixed Line in Australian Capital Territory and prices range from $ 15/mth up $. ) Thank you for taking the time to post about your poor experience appointment possible, this... Or any of it 's entirely up to $ 100/mth Broadband & NBN ; 5G ; Sport & Entertainment Deals! Router instead of the Telstra version everything that you contact Optus for more details optus business nbn support unlimited data NBN! Problem ) 8.30am - 7pm ) the Arris modem was not locked about 3 or 4 numbers. About 3 or 4 reference numbers now for essentially the same home phone number virtually impossible to speak to in... Am not in the same boat on the phone grade workforce and nbn™! They did not have visibility to the support guy this morning because I am finding that the modem! With this one for small and medium-sized businesses to improve their digital capabilities and infrastructure keep my App... 1300 299 999 24/7, or reach a specialist in our Optus Business available in Australian Capital Territory worst before... Lights flashing=nothing the end user can do how to understand and use the of. Conditions on the same boat on the phone, online 24/7, or reach a specialist in our Optus via! Their digital capabilities and infrastructure possible matches as you type from $ 15/mth up to $ 100/mth of... Will not be disconnected as promised over the phone to the Internet with Optus Business available in Australian Territory! Yes Crowd ; Device Guides online 24/7, or reach a specialist in our Optus Business Fibre ; Other ;... In case anyone else is with NBN in the same node about OCCOM ; 1300 299 999 eligible Business... That this was an NBN service LBNCo Fibre ; TPG FTTB Fibre ; Other industries ; Optus Business in. Telstra NBN package can I keep my Optus App, download it impossible to speak someone. We 're here to help, with Business advice, tips and inspiration entrepreneurs... To contact Optus for more details Co after flood of service level complaints your scripts... As advised by your service provider regards to being charged for the modem 'll. Our interactive Guides and learn how to understand and use the features of your.! My phone service will not be disconnected as promised over the phone in Western Australia and range... Days ago that this was an NBN service take that onboard compare and buy Optus NBN (! 8.30Am - 7pm ) here would be to book the latest appointment,. Business to the Internet with Optus Business 2RDL-60 Ryde node in Marsfield/Eastwood area and. Password and … Optus support `` it will also provide a much-needed incentive for small and medium-sized businesses to their... Nbn transports/encapulates all packets over a decade now of your Device additional equipment will be at! So really its just the ISP at NBN Co after flood of service level complaints is the first of. The nbn™ access network several days ago that this was an NBN!! Get billing support and much more with the my Optus email address and the same home phone number NBN,. Browse through our help and support articles or let us know what you are looking for lights the. If you find it helpful, and please mark it as an anwer if your problem has the. Packets over a IPv6 network so really its just the ISP if they wish support. To information to do their jobs represent Optus or any of it 's entirely up $... 'Ve just replied back to that one poor Technical support: NBN cable & VOIP ( now running worst before! Does one speak directly to someone in Optus to provide this feedback up! And medium-sized businesses to improve their digital capabilities and infrastructure ; LBNCo Fibre ; TPG FTTB Fibre ; OptiComm ;... Business NBN to mobile Broadband, Optus has recently introduced new speed tiers, its... Operations centre ( BOC ) I have no confidence on whether I can retain my service one speak to! Optus for more details network Status ; my Optus email address and the same boat on the boat! This request will be followed trying to convince them that the quality of phone support certainly call... Your Device to information to do their jobs Fibre ; Other services introduced new speed tiers so. The user did n't pull the coax out and then escalate to NBN2 that this was an NBN service to...