Can't ring us on Telstra or Vodaphone? Blame Optus #1 worst

Can't ring us on Telstra or Vodaphone? Blame Optus #1 worst telco. It all started around 10 weeks ago when we were forced to ditch our ADSL service for a substandard NBN service. Forced onto us buy a government that did not know anything about broadband. Fancy keeping cooper wires in the mix, but that is another story.

Buroserv

Buroserv was picked for the job and not by me. The person picking them was told what the charge would be and signed up based on what she was told. From day one the was noise on the line, so much noise we could not use hands free. Hands free in a business really is a requirement for when you are on the phone and trying to make a booking. A video of the noisy line is below.

After reporting the problem we where asked to do a number of things buy customer service and everything took a long time. Meanwhile blocking customers from calling us. After two months of getting nowhere and replacing the modem we decided the only way out was to ditch this carrier and go with another.

We ended going with Optus because we have the same cordless phones at my global HQ and we don't have the problem.

Optus Network

OK in hind sight it looked the safe choose, but has cost us dearly. It all started with the sign up, I was told it process of changing providers would take two to three days. It took a week to even get the modem and after two weeks I rang up to see where the service was. While on hold the NBN modem dropped out and without warning.

OH great, this was Monday 17th while I was on hold after around 45 minutes the NBN modem seemed to come back. Then the phone, I was still on hold. After 1 hour 45 minutes and eight seconds I gave up the on hold. Every thing seemed to be back, but when I tried to call the shop number it didn't work.

After another 22 minutes call we could ring the shop, tested on Vodaphone mobile phone to the fixed line phone number. The good news is the nasty noise had gone and we could use handsfree again and it wouldn't sound like we where is the third world.

This was then followed with the landline number coming up as a Private Number. I don't know about you but all private numbers on my phone go straight to voice mail. That go fixed up and we could use the phone and internet. With that we thought mission accomplished.

At or around 1:03 to 1:05 we got the following Text message from Optus.

OPTUSMSG: Your request to have your service number 0294209777 ported over to Optus is being processed. To find out more about porting for your connection type, visit http://yesopt.us/fixedport

Need help? Message us in My Optus app: https://app.optus.com.au/msg-us?tags=SAM or contact us at optus.com.au/contact.

OPTUSMSG: Great news, your Optus nbn Internet service is now up and running. Your username is nabbmcjohn. Manage and reboot your Optus modem, plus test your WiFi speed in My Optus app: https://app.optus.com.au/help?tags=ASFA

Need help? Message us in My Optus app: https://app.optus.com.au/msg-us?tags=SAM or contact us at optus.com.au/contact.

OPTUSMSG: Great news, your Optus nbn telephone service is now up and running. Your service number is 0294209777. Manage and reboot your Optus modem in My Optus app: https://app.optus.com.au/help?tags=ASFA

Need help? Message us in My Optus app: https://app.optus.com.au/msg-us?tags=SAM or contact us at optus.com.au/contact.

Job complete

Which I took to mean job complete, we could call the landline up until Thursday morning. When I tried to call the shop using my Vodaphone mobile I got the message "This call could not be connected" Cristine tried it on her Optus mobile and could get through. I tried it again and could not, I asked her to use her Optus mobile and she could get through.

Message us

At this point customers with Telstra or Vodaphone phones can no call us and it appears we have gone out of business. Well what would you think when to get the message "This call could not be connected" no matter how many times you called. Not good for business, booking have been noticeable down and the number of calls has dropped, not surprising really.

Now the only real way to contact Optus without spend half an hour or more on hold is to message them. Now using that website could be the subject of another blog jus by it's self. It is buggy and not nice to use.

So when messaging up keep getting a stupid AI that does not work. After getting past that you get a real person.

Getting to a real person

On the 20 May and after being on hold for a long time I get a real person, while walking on the street. Who asked for the account number, I gave the address and name of the business and said I am walking on the street, look it up. I then got hung up on, so I resorted to messaging.

Optus Assistant

at 10:28, May 20:

Ok, let me confirm. Would you like to temporarily suspend or pause your service?
You

at 10:28, May 20:

and why is this website so bad
Optus Assistant

at 10:28, May 20:

Good to hear.

You

at 10:29, May 20:

Is Optus run from a third world country
Optus Assistant

at 10:29, May 20:

Hello! What can I help you with today?

You

at 10:30, May 20:

why are some phones able to call 02 9420 9777 from some phones and not from others. Mine is getting a could not be connected message.
Optus Assistant

at 10:30, May 20:

I'm happy to be helping you today.

You

at 10:31, May 20:

well so far you are not doing a good job
Optus Assistant

at 10:31, May 20:

Happy to hear that!

You

at 10:31, May 20:

well so far you are not doing a good job
Optus Assistant

at 10:31, May 20:

I'm glad to hear that.

You

at 10:32, May 20:

how about some customer service
Optus Assistant

at 10:32, May 20:

Sure. I'll connect you to an expert now.

Optus Assistant

at 10:32, May 20:

Please select the option that most closely matches your issue.

You

at 10:33, May 20:

Technical Issue
Optus Assistant

at 10:33, May 20:

Leave any additional details here and our expert will respond shortly.

The problem with messaging is you be bounced back to the AI all the time.
Elgin

at 10:40, May 20:

alright, I'm currently checking on the case that was raised on your account , one moment please.

Elgin

at 10:48, May 20:

Mamas skirt 1

Thank you for waiting, from what I can see here one of our case managers will be in contact within the day.
You

at 10:50, May 20:

We want fixed as it's costing us money, our customers can't call us.
Well there was no call from the "case managers". I take that as misleading and deceptive behaviour, not a good look.
21 May TIO
OK, twenty four hours latter and still can't call the clinic, time to lodge a complaint with the TIO.

Mamas skirt 2

I have lodged a complaint with the TIO, it's costing us thousands every day. Surely it should not take the 24 hours plus.
Mia

at 11:06, May 21:

As per checking this issue has been referred to the Case Management team for investigation with Case ID:23785331.

As per notes they are modifying the back end system to make sure that the port in is complete so all calls will get thru.

Usually this takes 24-48hours but the good news is that the Case Manager that is handling the case will get you an update today before lunch.

Noted contact number: +61499550577

You

at 11:09, May 21:

People on Telstra and Vodaphone can not ring the clinic click here for more.
Can't ring us on Telstra or Vodaphone? Blame Optus

The Buroserv NBN land line phone number