After my Virgin Broadband experience, I was searching for a more flexible internet service provider. Optus “unplugged” wireless broadband seemed like an attractive option, but they require a bundle with another Optus product in order to obtain competitive rate plans for the wireless broadband.

As I already had a prepaid mobile with Optus, I thought I will transfer it to a post-paid service (49 cap plan) and take advantage of the 8pm - midnight 20 minute free calls to other Optus mobile holders. My family, and friends are all on Optus. Sounds too easy right - WRONG!

I wrote a letter to Optus customer relations group on March 3rd (see below) and am waiting for a reply. I will keep you posted about the progress of this matter. For now, stay away from Optus. (Some portions are blanked for privacy reasons).

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Re: Confused, frustrated customer

Dear Sir or Madam:

I am writing this letter in regards to my account with Optus. I am quite disappointed with the service I have received, particularly when I have recently changed over from a competitive telecommunications and internet provider.

I signed up to the Optus Wireless Broadband ($39 p/m) on 13th Feb 2008. I also have a prepaid mobile account with Optus for the number —-. I was told I was eligible to sign up to Optus Wireless only if I also bundle it with another product to get better rates. I chose to convert my prepaid account to a cap plan post paid ($49 p/m), so I can take advantage of the 8pm – midnight “Optus Yes Time” offer, as all of my family/friends are with your company.

Sure enough, I connected my broadband on 18th Feb 2008. This is only after I rang customer service to inform them that my broadband was not working, and only after one of your employees rang me to connect me straight away.

Unfortunately that was the only positive service I have received. My prepaid account has not yet transferred to the post paid $49 p/m cap plan without a fixed contract. I was told I will receive an sms in “48 hours time”, but it never came. If you look at my account information, you will see I have called many times to ask about my mobile account migration and each time I was told it will happen within “48 hours”. In fact I rang on 16th or 17th of February (if my memory serves correct) and your employee informed me my account was being transferred “right now”. It never happened. I rang once more on 25th Feb 2008, and the yet again I was told that the “actual person who signed you up initially” will contact you within “48 hours”. I have also given my wife full authorization to respond to any calls. They never called.

The interesting thing about all this is that each time I rang, your employee always found it extremely difficult to locate the sale that went through for the broadband. I have been told there are “no notes”, until I tell them I have definitely signed up and am using it “right now”. After 15 minutes of discussion, they accept to have found a note regarding the sign up that occurred.

In addition to the above, I have been to the store in 249 Peel Street Nth Melb, VIC to enquire about my account only to be told to use their phone to call Optus Customer Service, and that my account had not been “transferred yet”.

I have these questions for you:

* Why does it take more than 2 weeks to transfer a mobile service?
* How is it that I am able to get wireless broadband activated without properly bundling it with another Optus product?

To further complicate things, I signed up to the $39 p/m Wireless Broadband service for 5GIG download, yet I received the USB package with:

* No instructions on how to set it up (I notified your Customer Service about this anomaly)
* No USB modem instruction kit
* A contract letter stating I had 7GIG download limit

I logged onto the web usage at OptusZoo, and it states I have 7GIG download quota. I haven’t been informed by Optus if this is a mistake, except that the one of your employees telling me it’s a “typo” and I “only get 5GIG per month”. I am thoroughly confused, and am wondering whether I should have signed up with Optus at all.

I have been an Optus Customer since 1998, and so have my family.

I ask you these things:

* Can you please transfer my prepaid account to post paid account ($49 p/m cap plan with yes time every night between 8pm – midnight)
* Can you please confirm what sort of wireless plan I am in.
* Can you give me in writing the confirmation of my post paid mobile account and wireless broadband account (please post it to my address)
* Can you adequately explain why this has happened.

Please note, I was expecting to be all set up before March but that cannot happen for obvious reasons. Can OPTUS PLEASE CONTACT ME VIA POST, OR MOBILE PHONE after March 15th 2008 (——) to explain what is going on. Until then, I guess I am subject to using your prepaid mobile service.

Please note, I WILL NOT BE PAYING ANY BILLS I RECEIVE BEFORE THEN – unless I get a valid and truthful explanation as to what has happened. I am not asking for compensation, but rather some accountability and explanation.

I hope you understand my circumstance, and surely I do not have the patience to wait 60 minutes to be attended to by a representative who tells me that I am not signed onto any program with Optus and that they have “no notes” on my previous calls or enquiries.

That is why I have written this letter, and posted it to you (Email was not an option as I am yet to receive a reply re: Technical problems with my Wireless Broadband).

I am looking forward to hearing from you,

Sincerely,