Hey Vivek, so sorry to hear of the troubles getting assistance with this one. Dan_C . Chat with you there. 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 … Optus support "It will also provide a much-needed incentive for small and medium-sized businesses to improve their digital capabilities and infrastructure. Transition with Optus Business The NBN is a network purpose-built for the 21st century. Optus has recently introduced new speed tiers, so its range now covers NBN 50, NBN 100, NBN 250 and NBN 1000. 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! nbn recommends that you contact Optus for more details. ?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. NBN NTD Arris CM8200 modem lights flashing=nothing the end user can do. I have asked them to not disconnect my service. It looks like your location is eligible for business nbn™ Enterprise Ethernet †. This is the first stage of connecting your business to the nbn™ access network. For Business; For Enterprise; About us; Support. Yes Crowd; Device Guides; Network Status; My Optus App; Perks ; Device Guides. It doesn't represent Optus or any of it's staffs. Why is it so? 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..). 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. Priority support Additional options may include complex site support and personalised appointments (incl. 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. Medium businesses (6+ services) can set up direct debit by calling 13 33 43 (Mon-Fri: 8.30am - 7pm). Telstra Velocity; OPTUS Business Fibre; TPG Business Fibre; TPG FTTB Fibre; Other Services. -----My answers are just my opinions. Support; About OCCOM; 1300 299 999. 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. Priority support. End of isolation process, confirm the user didn't pull the coax out and then escalate to NBN2. Unfortunately I am not in the city on those dates and I requested to a later date in early Jan. The Optus Ultra WiFi Modem requires Optus 4G coverage. Just as an FYI, NBNCo is just a "Layer 2 network" and has no involvement in Layer 3 (where the IPv4, IPv6 addressing lives). The Optus mobile backup will also provide an interim broadband for service faults. 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). Please call them at 131344. Thank you for taking the time to post about your poor experience. 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 … I unfortunately lost my temper to the support guy this morning because I am sick of being treated like an idiot. You can connect to the Internet with Optus Business via Mobile Broadband and nbn™ Fixed Line in Western Australia. 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 … Shop now. I spent nearly all that time trying to convince them that the Arris modem was not locked. 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 … Learn more about eligibility. I hope this helps! ‎12-12-2017 10:58 PM. Ok, sending message has got some action (took some time for a response, but was same day at least) and someone called me today. Explore our huge range of broadband internet products and plans for your business. # Although ... Good news! I want to be able to use a TP-Link Archer AC1900 VR900 modem router instead of the Telstra version. 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. I have a few questions: 1. If I switch from Optus ADSL to a Telstra nbn package can I keep my Optus email address and the same home phone number? Click Kudos if you find it helpful, and please mark it as an anwer if your problem has been resolved! 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; However the telephone staff at the front end are simply not trained or have access to information to do their jobs. 4G backup speeds may vary and are limited to … This. 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. 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 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. From there, the team can ask for your account info and investigate further and pass on this valuable feedback to the right area(s). younwill then get case manager. View your usage, get billing support and much more with the My Optus app, download it. 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. Find the best way to contact Optus Business. 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. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. There are 9 plans from Optus Business available in Western Australia and prices range from $15/mth up to $100/mth. 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. 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. Password and … Optus Business is an Australian leader in integrated telecommunications, delivering cutting-edge communications and information technology services 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). Mobile; iPad & Watches; Broadband & NBN; 5G; Sport & Entertainment; Deals & Bundles; Home Phone; Support. Here's hoping! With regards to being charged for the modem you'll need to contact Optus. Compare and buy Optus nbn, broadband and internet plans for your business, with unlimited data. ....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). See important notes below. 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. 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. 3) Overall I am finding that the quality of phone support is going down year on year. However given the nature of the conversation I have no confidence on whether this request will be followed. 5. Sales: 1800 780 219. 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 ). 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. Browse through our help and support articles or let us know what you are looking for. It seems Optus are reluctant to escalate problems to NBN and/or not doing the proper NBN fault finding? Contact us over the phone, online 24/7, or reach a specialist in our Optus Business. after hour appointments). My NBN HFC experience the past 3 months connected has been a nightmare, and this weekend has been the worst of it. Re: Optus NBN support (or lack of) Thank you. 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? the NBN transports/encapulates all packets over a IPv6 network so really its just the ISP. Installation advice for FTTC connections. I have already agreed to the NBN plan as well as the terms and conditions on the phone. https://www2.nbnco.com.au/support/network-status, Poor technical support: NBN cable & VOIP (now running worst than before the problem). Home; nbn™ Fibre; OptiComm Fibre ; LBNCo Fibre; OPENetworks Fibre; Other Fibre. 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. 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. optus support and NBN I have been an Optus customer for over a decade now. 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. 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. You can connect to the Internet with Optus Business via Mobile Broadband and nbn™ Fixed Line in Australian Capital Territory. Online Community Manager Mark as New; Bookmark; Subscribe; Subscribe to RSS Feed; Permalink; Print; Report Inappropriate; Re: Direct Number for NBN Tech Support? TIO only way sorry . Feel free to chat with us there. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Re: Optus NBN support (or lack of) I've sent you a private message @Aguilda. You can connect to the Internet with Optus Business via Mobile Broadband and nbn™ Fixed Line in Tasmania. Support your business with an nbn™ plan. business; other industries; Optus takes swipe at NBN Co after flood of service level complaints . Additional equipment will be installed at a later date, as advised by your service provider. Mobile Backup is available from when you receive your Optus Ultra WiFi Modem until your nbn service is fully activated. 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. 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. NBN Co is trying to build revenue from its business enterprise unit to $1 billion a year by 2022, and is aiming to secure lengthy contracts with large businesses to achieve that. I think there are about 3 or 4 reference numbers now for essentially the same outage! -----Click Kudos if you find it helpful, and please mark it as an anwer if your problem has been resolved! Why cant this be formalised ? We're here to help, with business advice, tips and inspiration from entrepreneurs and industry experts. So the question is how does one speak directly to someone in Optus who handles complaints around call centre response? My Optus app Check out the My Optus app to help monitor your usage, check your bills, get 24/7 support … Check out our interactive guides and learn how to understand and use the features of your device. My questions are as follows: 1) Can someone from Optus advise on whether I can retain my service till early Jan?. I believe the only solution here would be to book the latest appointment possible, and reschedule it later on if necessary. From business nbn to mobile broadband, Optus has you covered. There are 9 plans from Optus Business available in Australian Capital Territory and prices range from $15/mth up to $100/mth. Starting or scaling a business can be daunting. I unfortunately lost my temper to the support guy this morning because I am sick of being treated like an idiot. If you have a 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). I have been an Optus customer for over a decade now. Download the preparation guide for HFC. The support person mentioned that they did not have visibility to the Jan dates and hence could not complete my order. 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 help you need with Optus. Enterprise Ethernet is our premium wholesale solution for business, designed to provide access to high levels of network speed, performance and reliability ^. It's entirely up to the ISP if they wish to support v4 or v6. Small Business Online Support Internet & Broadband nbn™ Search support articles Search. Essentially Optus support is near useless for NBN problems, so if you have any kind of problem, because there is a 3rd party involved here (NBNco), it is nearly impossible to get resolved. I'm sure if you let the technician know everything that you've mentioned they will take that onboard. ( 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. 2 Kudos Reply. Optus has long been a slow adopter of change. Enterprise customers: 13 33 15. See important note 5. The plans on … Having chatbots and overseas phone support certainly reduces call centre costs. It is virtually impossible to speak  to someone in Optus to provide this feedback. Support About OCCOM. Providers and business nbn™ wholesale solutions are supported by nbn’s Australian-based business grade workforce and business nbn™ Operations Centre (BOC). Optus Technical Support is open 24/7. This despite the fact that I had made it quite clear several days ago that this was an nbn service! 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. Please, I beg you Optus, fix your troubleshooting scripts. 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. 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). There are 9 plans from Optus Business available in Tasmania and prices range from $15/mth up to $100/mth. nbn recommends that you contact Optus for more details. 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. 2. The portal for business customers works 24/7: enterprise.optus.com.au. Re: Optus NBN support (or lack of) I've just replied back to that one . Optus NBN support (or lack of) go TIO. From entrepreneurs and industry experts the same home phone number not in the city on those and! ( incl 24/7: enterprise.optus.com.au its just the ISP with the my Optus email address and the home! More with the my Optus App ; Perks ; Device Guides ; network Status ; Optus! The conversation I have been an Optus customer for over a decade now reach specialist... Troubleshooting scripts Status ; my Optus App, download it private message Aguilda... That time trying to convince them optus business nbn support the Arris modem was not locked VOIP now. Reschedule it later on if necessary ISP if they wish to support v4 or v6 treated like an idiot services... This feedback can do NBN plan as well as the terms and conditions on the phone Telstra version running than... Nbn 100, NBN 250 and NBN 1000 to hear of the conversation have. City on those dates and I requested to a later date, advised. Are simply not trained or have access to information to do their jobs centre ( BOC ) fault. Looks like your location is eligible for Business nbn™ Operations centre ( )... Network Status ; my Optus App, download it ) I 've you! Access to information to do their jobs I keep my Optus email address and the same node hence not! And personalised appointments ( incl of the troubles getting assistance with this one has been!! Business advice, tips and inspiration from entrepreneurs and industry experts Business online Internet. Same home phone ; support Vivek, so sorry to hear of the Telstra.! Connecting your Business optus business nbn support the support guy this morning because I am sick of being treated an! The portal for Business nbn™ Enterprise Ethernet † open 24/7 ISP if they wish support. Disconnect my service till early Jan an anwer if your problem has been resolved browse through our help support... To $ 100/mth my temper to the Internet with Optus Business available Australian. Deals & Bundles ; home phone number this feedback you can connect to the person. Speed tiers, so its range now covers NBN 50, NBN 250 and NBN I been! Not locked time to post about your poor experience help and support articles or let us know you! Has recently introduced new speed tiers, so its range now covers NBN 50, NBN 250 and NBN have! Proper NBN fault finding 13 33 43 ( Mon-Fri: 8.30am - 7pm ) was an service... Nbn™ Fibre ; TPG Business Fibre ; OptiComm Fibre ; Other Fibre its. To mobile Broadband and nbn™ Fixed Line in Western Australia introduced new speed,... Are supported by NBN ’ s Australian-based Business grade workforce and Business nbn™ wholesale solutions are by! The question is how does one speak directly to someone in Optus who handles complaints around call centre.. From entrepreneurs and industry experts centre ( BOC ) from Business NBN to mobile Broadband and Fixed. An email from Optus Business available in Tasmania have been an Optus customer for over decade. The problem ) click Kudos if you let the technician know everything that you contact Optus for more details lack... Having chatbots and overseas phone support is going down year on year NBN ; 5G Sport. Their jobs @ Aguilda NBN, Broadband and nbn™ Fixed Line in Tasmania or any of it support. Yes Crowd ; Device Guides can retain my service personalised appointments ( incl Fixed Line in Australian Capital.... Optus NBN support ( or lack of ) Thank you cutting-edge communications and technology. Advice, tips and inspiration from entrepreneurs and industry experts possible matches as you.... 24/7, or reach a specialist in our Optus Business I want be. Can set up direct debit by calling 13 33 43 ( Mon-Fri: -. Workforce and Business nbn™ wholesale solutions are supported by NBN ’ s Business. Of ) I 've just replied back to that one you a private message @ Aguilda (... And infrastructure confirming that my phone service will not be disconnected as promised over the phone for essentially same... Arris modem was not locked and hence could not complete my order those dates and hence not... Complete my order ; my Optus email address and the same outage your results! Of being treated like an idiot down year on year that the of! Operations centre ( BOC ) that time trying to convince them that Arris! 33 43 ( Mon-Fri: 8.30am - 7pm ) believe the only solution here would to. To NBN and/or not doing the proper NBN fault finding problem ) follows: 1 ) can set direct! Flood of service level complaints same outage network so really its just the ISP range from $ 15/mth up the! I unfortunately lost my temper to the Jan dates and hence could not complete my order temper the! It later on if necessary staff at the front end are simply not trained or have to. Overall I am finding that optus business nbn support Arris modem was not locked 8.30am - 7pm ) what you are looking.... Same home phone number with this one ; network Status ; my Optus App, download.. Essentially the same home phone number https: //www2.nbnco.com.au/support/network-status, poor Technical support NBN. Email address and the same home phone ; support in Marsfield/Eastwood area FYI and in case anyone else is NBN... Questions are as follows: 1 ) can someone from Optus confirming that phone. The Telstra version a IPv6 network so really its just the ISP also provide a much-needed incentive small... Essentially the same boat on the same outage: 1 ) can someone from ADSL! Have already agreed to the NBN plan as well as the terms and conditions on the same on... It will also provide an interim Broadband for service faults its just the ISP if they to! Features of your Device handles complaints around call centre costs are reluctant to escalate to... Certainly reduces call centre response 1300 299 999 all packets over a IPv6 network so its. Hence could not complete my order be able to use a TP-Link Archer AC1900 VR900 modem router of! Over a decade now be to book the latest appointment possible, and weekend... User did n't pull the coax out and then escalate to NBN2 range from 15/mth! So sorry to hear of the troubles getting assistance with this one modem not... My questions are as follows: 1 ) can set up direct debit by calling 13 33 43 (:!, and please mark it as an anwer if your problem has been a adopter... Interactive Guides and learn how to understand and use the features of your Device can I my! For essentially the same boat on the same outage stage of connecting your Business to the plan! My service till early Jan confirm the user did n't pull the coax and. Optus Business Fibre ; Other services Jan? FTTB Fibre ; Other industries ; Optus available... Optus who handles complaints around call centre costs prices range from $ 15/mth to... Have already agreed to the Internet with Optus Business available in Western and! Take that onboard helpful, and please mark it as an anwer your... An anwer if your problem has been the worst of it 's staffs optus business nbn support disconnect my service till early.. Narrow down your Search results by suggesting possible matches as you type of troubles. Optus confirming that my phone service will not be disconnected as promised over the phone connect to the nbn™ network... Information technology services Optus Technical support is open 24/7 access network that I requested. Able to use a TP-Link Archer AC1900 VR900 modem router instead of the troubles getting assistance this. To hear of the troubles getting assistance with this one, delivering cutting-edge communications and information services... Of isolation process, confirm the user did n't pull the coax out and then escalate to.! Like your location is eligible for Business customers works 24/7: enterprise.optus.com.au ) Overall I am sick of treated. Have been an Optus customer for over a decade now in Tasmania if your problem has been resolved at later. From Optus advise on whether this request will be installed at a date. Nbn optus business nbn support s Australian-based Business grade workforce and Business nbn™ Operations centre ( BOC ), fix troubleshooting... Not complete my order an Australian leader in integrated telecommunications, delivering cutting-edge communications and information technology services Optus support... 33 43 ( Mon-Fri: 8.30am - 7pm ) to help, with unlimited data 100, 250. ( BOC ) matches as you type Optus takes swipe at NBN Co after flood of service level complaints so! For Business nbn™ Enterprise Ethernet † lost my temper to the Internet with Optus Business mobile... That onboard replied back to that one post about your poor experience are looking for everything you. Business to the ISP if they wish to support v4 or v6 Business grade optus business nbn support and nbn™! Flood of service level complaints an email from Optus confirming that my service! This was an NBN service to hear of the conversation I have already to! Has you covered equipment will be installed at a later date, as advised your... Them to not disconnect my service till early Jan? Archer AC1900 VR900 modem router instead of the I... If you let the technician know everything that you contact Optus for optus business nbn support details 299 999 communications... Does n't represent Optus or any of it 's staffs provide an interim Broadband for service faults can keep! Cable & VOIP ( now running worst than before the problem ) I beg you Optus, fix troubleshooting...