Optus Help
@optus_help
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We are the @Optus customer service team. Available 24/7, 365 days a year. Privacy Policy:
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We're aware of an issue impacting Optus mobile and nbn services and are working to restore services as quickly as possible. We understand connectivity is important and apologise for any inconvenience caused.
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UPDATE
Some services across fixed and mobile are now gradually being restored. This may take a few hours for all services to recover, and different services may restore at different sites over that time.
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Our teams are working urgently to restore services. We will provide updates as soon as possible. We apologise sincerely to our customers.
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We encourage any customers who need to contact emergency services to use a mobile line to call 000.
Optus can confirm that Triple zero ("000") calls will not work from an Optus landline (fixed line telephone). Mobile calls to 000 will work if another carrier is available.
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We are aware of some mobile phones are having issues connecting to 000. If Optus customers need to call emergency services, we suggest finding a family member or neighbour with an alternative device.
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We reiterate our apology to customers for the nationwide service outage that has occurred this morning. We will continue to provide updates as we have information available.
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UPDATE
The Optus Network has been restored and most services should now be back online. Some customers may need to restart their device or turn flight mode on then off.
Some NBN connections may not be restored as yet. We are investigating customer complaints. Please try
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We’re very sorry for the outage
We know the importance of being connected and we’re deeply sorry that your service was interrupted. We thank you for your understanding and patience while we worked to restore our operations.
We’re committed to working tirelessly to provide the
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@sallyrugg
Hi Sally, sorry to hear about your roaming charges issue. You can lodge your complaint here → - Kartik
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@sallyrugg
Hi Sally, we can raise a complaint on your behalf to our Customer Relations Group. Please send us a direct message to proceed. We`ll then confirm your details via a secure form and provide further assistance. Kartik
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@AdyLady9969
Hi there - Sorry to hear about this issue that Mum has encountered through one of our retail stores. I have tagged this tweet as feedback for our teams to review so that we can improve. So that we can get this looked into further, can you please send us a DM? Mitch.
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@heldavidson
Hi Helen, It's not our intent to cause you any inconvenience. We have the broadcast rights for Australia only, so in order to fulfill our commitments you are required to be in Australia to view Optus Sport content. If you have any questions, please DM us. - Liam
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@sallyrugg
It will be referred to our Customer Relations Group who're the highest point of escalation within our organisation and they handle both internal and external complaints. Kartik
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@RogersKareena
Hey Kareena, we unfortunately have not received a DM from you, please send one here → , with your full address and internet type (nbn, 4/5G Home Internet, mobile) so we can assist - Mary
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@RogersKareena
Sorry to hear about the difficulty you've been having Kareena.
Please try sending us a DM directly here on Twitter when you get the time and we'll do what we can to help further.
- Harrison
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@RogersKareena
Thanks for passing this along Kareena. Sorry to hear about how frequent these interruptions have been.
If you send us a DM so that we can verify your account details we can look into options for keeping you connected at this time.
- Harrison
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@RogersKareena
Hi there, I'm sorry if you're having issues with your service at the moment. If you would like help troubleshooting the issue, please send us through a DM detailing what's going on, and we can help get you sorted. - Liam
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@RogersKareena
If you haven't already, I'd recommend checking out your address on our Network Status page for any outages or maintenance in your area. Take a look here → If you can't find anything there, send me through a DM and I can investigate - Liam
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@kznney
@OptusSport
@kznney
Hi Kenny, definitely not good to hear your internet has dropped. If you can please send through a DM to either the Optus or Optus Help X accounts, we can take a closer look at this for you and get you back to those Victory Royales - Liam
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@RogersKareena
We do apologise for the ongoing inconveniences caused, Kareena. Please DM us so we can further assist. Zac
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@Fish_Lips_
Hey there, thanks for reaching out. The service is intended to complement our existing mobile networks. The SpaceX Low Earth Orbit satellite-based network will allow mobile phones to connect when outside the coverage area of our terrestrial mobile network. - Pete
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@RogersKareena
Hi there, have you had the chance to check our Network Status page : to see if there was any maintenance or outages in the area that could be impacting your service? Feel free to DM us if you have troubles - Steven
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Get to know your new device.
Find visual walkthroughs and tips for a range mobile phones, tablets and modems here →
Still need a hand? Send us a message - we're here 24/7
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@CFC_Reek10
@OptusSport
@CFC_Reek10
Hi There, thanks for your question.
This interview can be viewed on the Optus Sport App/ website here: .
Please note that you must be a Premium subscriber to view this content. If you have any further questions, please let me know -Gabby
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@sallyrugg
Once raised, a Case Manager will be assigned to your enquiry who will investigate and get in touch with you to discuss this further. Kartik
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@DaveAdamski
@DaveAdamski
Hi Dave - apologies for the inconvenience caused. Optusnet email should be working now with no issues. Please make sure you have updated your client (email app) with "authenticated email" settings. Please DM us if you still need a hand with Optus Webmail. Aman
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@RogersKareena
Hi there - we do apologise for the experience you've had with the network. If you could please DM us, we can take a closer look into it for you there. Zac
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@MarkThoseScars
@OptusSport
@MarkThoseScars
Hey there, the Interview can be found on Optus Sport under Inteviews.
If you require any further assistance please feel free to DM us -Faz.
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@tonioaleman
Hi, a native app for PS5 is under consideration for Optus Sport, but at this stage, we don't have any announcements or specific timings that we can share. We appreciate your feedback as it helps inform our decisions on new platforms and devices for Optus Sport. ^ Dez
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@carolduncan
@Optus
@carolduncan
Hi Carol - Apologies for your issues with the slow speeds. Can you please DM us and share your address also if you are enquiring about NBN slow speeds? Once you DM us we'll assist with basic troubleshooting and if required refer it to Senior Techs as well. Aman
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@andybphotostuff
Hi Andrew, I'm sorry to hear you've been waiting an extended time for support. If you can please send us through a DM, we can assist you from here at the Social Media Team. - Liam
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@steele_sports
@steele_sports
Hi, there, please DM us a photo of the modem and confirm if you experience any network issues with your service so we look into this for you.
-Tigs
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@jasons_tweet
@Optus
@jasons_tweet
Hi Jason, I'm sorry to hear you're experiencing some Mobile network issues. You can check the status of your network and view reported outages here → . Please send us a DM so we can investigate this matter further for you. ^ Bella
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@dellanno_thomas
@Optus
@dellanno_thomas
Sorry for all the inconvenience and we appreciate your patience. Kartik
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Waiting for your new device? Or any order? ⏳
Order tracking and more can be found here →
Need help? Send us a message, we're here 24/7
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@Becky_Jay6
@OptusSport
@Becky_Jay6
Hey Becky, whether Optus supports 1080p HD streaming is based on a combination of your device hardware, operating system version and in some cases your Internet connection (including bandwidth). If you need a further hand please feel free to send us a DM -Faz.
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@steele_sports
Thank you for sharing this with us, I have responded to your DM and will continue assisting you from there.
-Tigs
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@jasons_tweet
We will undoubtedly need to get to the bottom of this matter for you Jason. Please know that I have tagged your message as feedback for our relevant internal teams to review. Please send us a DM so we can further investigate this issue for you. ^ Bella
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@James_Totonjian
Hey, James, thank you for bringing this to our attention. It is disappointing to hear you've had a some bad experience with us and we want to make things right for you, so please DM us and we will be more than happy to look into your inquiry. -Tigs
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@LearnKotch
@Optus
@LearnKotch
Hey there - Sorry to hear about these delays with messages from our Messaging experts. Our teams on the My Optus App aren't live chat and operate off of a queue, so there may be some delays in getting back to you. Rest assured, they will always get back to you. (1/2)
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@SarahMM2013
Some customers may be experiencing a disruption to their Optusnet webmail service. We apologise for the inconvenience this has caused. Our team is actively working to restore the Optusnet webmail service ASAP and we thank you for your patience at this time. Dez
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@hansbooklo
Optus will never send an email or SMS communication instructing our customers to click on any links out of the blue, in our non-face-to-face channels, we use secure platforms to collect customer information. ^Robyn
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@MOT1919Nick
@MOT1919Nick
Thanks for taking the time to attempt those steps. Please send us a DM so we can investigate further. - Pete
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@Wally_Was_Here
@wes048401765548
@Wally_Was_Here
If you still need a hand then please send us a direct message with the details to proceed. Kartik
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@petehanssens
@Optus
@petehanssens
Sorry we left you feeling that way. We're here to help. Please send us a DM if the service is in your name. If it isn't, could you kindly get your wife to send us a DM on her account with more information about this issue? ^Robyn
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@Loeysmob
Hi Kylie, I'm sorry to hear about the confusion regarding your plan and billing. If you are in need of any asssitance, please send us through a DM. We can get your details and take a closer look for you. - Liam
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@RealAnitaWhite
@Optus
@RealAnitaWhite
Really sorry to hear about the situation Anita. Definitely get how frustrating that could be.
For future reference, additional contacts can be set when an order is placed to be able to collect a delivery, but unfortunately cannot be added after.
- Harrison
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@MikeMelbourne
We have now responded to your DM. Let's continue our conversation there to further investigate this matter, and avoid any double-handling. ^ Bella
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@ShrinidhVyas
@MRowlandMP
@Telstra
@Optus
@VodafoneAU
@ShrinidhVyas
Hi there, I'm sorry to hear you're experiencing Mobile network issues. Please know that I have tagged this as feedback for our relevant internal teams to review. Please send us a DM so we can verify some details and investigate this matter further. ^ Bella
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@Eeyern334386
@ConZ0503
@Optus
@Eeyern334386
Hey, I've replied to your other message, if you need a hand, please send us a DM - Steven
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@RoussoIsaac
@RoussoIsaac
Hey, Isaac.
Severe weather conditions across parts of Victoria are impacting some Mobile and NBN services. You can stay up to date here → .
We apologise for any inconvenience caused whilst we work to resolve this.
- Dillon
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📶📲 Are you getting the most out of your data? With our handy guide, you can learn how to check and manage your data usage. Say goodbye to surprise charges and hello to smart data management:
Need help? Send us a message - we're here 24/7
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@PeterCawdron
Once those have been reported using that link all telcos will be notified about this number. Once you've reported these, please delete any suspicious messages without opening any links, and block any numbers related to these spam contacts. - Harrison 2/2
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@mick3043
If you are experiencing mobile call dropouts, I would recommend switching your device off & on again (2/3) -Gabby
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@Mann916108P
@australian
@OptusNewsRoom
@Optus
@Mann916108P
Hey - Please feel free to send us a DM and we can assist you there - Steven
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@F3MININOMENON
We apologise for the support experience that you received when this was raised initially. We have tagged this as feedback for our teams to review so that we can improve. If you'd like to discuss this further, please feel free to DM us. Mitch.
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@G_Man_63
We have now responded to your DM Gareth, let's continue our conversation there. Please know we aren't a live team and work off a queue. Whilst we try to get back to everyone as quickly as possible this can be affected by the number of inquiries we are receiving. ^ Bella
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@vincentcastaldi
@optusnet
@vincentcastaldi
Hi Vincent, thanks for reaching out.
Our webmail service is not available for new users, however, our current customers with an active webmail service can continue to use this.
If you have any further questions, please send us a DM - Gabby
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@LiveFromTheBen
Hi Ben, thanks for calling this out, we appreciate it. We would also recommend you follow the reporting tips on our page here → - Liam
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@snodnipper
Hi there, I'm sorry to hear we have left you feeling this way. You can check the status of your network and view reported outages here → . Please send us a DM so we can assist you and investigate this matter further. ^ Bella
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@AFCBSydney
@OptusSport
@LutonTown
@afcbournemouth
@AFCBSydney
Hey there - We can confirm that the match between Bournemouth and Luton Town on the 14th of March will be broadcast from 6:00am. Mitch.
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@Han83b
Sorry we left you feeling that way. We're here to help. Please DM us if you still need assistance, and we'll work from there. ^Robyn
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@specialagentlib
In that case we can raise your issue with our support team to look into and contact you back to sort this out. Please send us a direct message to proceed. We`ll then confirm your details via a secure form and provide further assistance. Kartik
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Get to know your new device.
Find visual walkthroughs and tips for a range of mobile phones, tablets and modems here:
Send us a DM if you need more info.
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@FPLMattDay
@AJOliver1973
@OptusSport
@FPLMattDay
Thank you for your feedback, I will pass this onto the content team for review. -Tigs
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@PeterCh45601674
@PeterCh45601674
Hey Peter, we're sorry about the experience you've had with our Team. We've raised this as feedback for our Teams to review and improve future interactions.
Please send us a DM here with further details and we'd be happy to help -Faz.
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@Itisnotokok
@Optus
@Itisnotokok
Hey Mat, not good to hear about the delay in resolving your inquiry while messaging us in the My Optus app. Just to set the correct expectations, they are not a live chat team, and they do work off a queue. (Part 1/2) -Tigs
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@alsabri77
@OptusSport
@alsabri77
Optus Sport has proudly been the home of LALIGA for the past two seasons, but we can confirm we will not be broadcasting the 2024/25 LALIGA season. Kartik
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@MarcLindsay_
Hey Marc, sorry to hear about this experience.
Please DM us so we can verify your account and look into this further for you -Faz.
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@Nichola94814383
@OptusSport
@Nichola94814383
Hey Nicholas, I have marked this as feedback for the relevant teams to review.
You can view how to watch Optus Sport on compatible devices on our support page here → -Faz.
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@MikeFrazer1
@MikeFrazer1
Hey, Mike, I'm sorry to hear you are currently experiencing network issues with your nbn. Please DM us and I will investigate this further to provide you with the support you require. -Tigs
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@MoxmoJez
Not good to hear about the experience, Jez. If you require some assistance, please send us a DM and we can look into your service there - Jim
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@Br0nz18
Hi Bron, we are offering 100GB of data from the activation date until the end of the bill cycle, you will then receive 100GB for the next 2 full bill cycles. You can apply this from 13 November in the My Optus app or DM for support. ^ Bella
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@ZRistevski
@schlowser
@OptusSport
@ZRistevski
Hi Zoran, are you having streaming issues with Optus Sport? If so then please send us a direct message to confirm which device make / model is this on, so that we can assist you further. Kartik
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@MarlonGiuliani
Hi there, Marlon. I've responded to your DM, please feel free to touch base with us and we'll take it from there. - Medina
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@ShriekingVi
@ShriekingVi
Hi there, I'm sorry to hear you are experiencing network issues with your nbn Home Internet service. Please know we have tagged this as feedback to be reviewed internally. Please send us a DM so we can verify some details and investigate this matter further. ^ Bella
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@bradlz2912
Rest assured that our internal teams are actively working to restore the Optusnet webmail service as quickly as possible. Thanks for your patience at this time. Please feel free to send us a DM for any further assistance. ^ Bella
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@vetrivelavan88
@Optus
@OptusEnterprise
@vetrivelavan88
Hi there! Sorry for the delay in changing your plan. We have responded to your DM and will assist you further. -Tigs
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@ememgooner
@OptusSport
@ememgooner
Hey Em! Our teams have gotten this one fixed up on our platforms to show the start time, as the match will be broadcast on Optus Sport next Monday! If you have any further questions or concerns, don't hesitate to send us a DM. Mitch.
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@bussitions
@Optus
@bussitions
Hi Lee, it's not good to know you've been without connection for 24 hours, and it's definitely not the experience we want for our customers. Please send us through a DM so we can get more details from you and investigate this further - Liam
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@dresdendoll
@Optus
@dresdendoll
Hi there, sorry to hear about the network issues you are experiencing. If you could DM us with your full-service address, we can take a look into this for you - Talia
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@coconuts_glow
@Optus
@coconuts_glow
Sorry, we left you feeling that way. We're here to help please send us a DM with your full address and we will be able to look into this for you. ^Robyn
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@writinsaint0606
@Optus
@writinsaint0606
Hey Rasika, thank you for bringing this to our attention. It is not good to hear that you cannot receive calls on your landline unless the call is from an Optus user. For us to review this matter further, please DM us to verify a few details. -Tigs
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@oethesaint
Hey there! We have sent you a reply from our Optus Sport page. Let's keep the conversation there to avoid double-handling. Mitch.
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@john90199
@john90199
Hey John, I'm sorry to hear about this experience with the network coverage you are currently receiving and would like to troubleshoot and investigate this further for you. Please send us a DM with your full-service address -Faz.
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@DamagedByDan
@Optus
@DamagedByDan
Hi there, I'm sorry to hear about the delay in activating your replacement SIM cards and for not being able to complete this request via messaging us in the My Optus app. (Part 1/3) -Tigs
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@F3MININOMENON
We have steps in place to safeguard multiple recharges occurring in close succession.If you're impacted, a physical recharge can resolve this, which I can see our team have advised. I've also flagged your feedback as we look at ways to improve the experience. Steve
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@SliccMick
Hi Michael, we're sorry to hear you haven't been able to activate the bonus data, more details on how to activate it here - . We can certainly take a look and provide further assistance with this, could you please DM us? Sarah
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@Minnu84524719
Hi Minnu, We’re aware of an issue impacting connections for some Optus customers. We understand connectivity is important and are working to restore services as a priority. We apologise for any inconvenience caused while we have the issue resolved. - Liam
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@mandurahmum
@Optus
@mandurahmum
Hey there, is it possible that one of the transactions is still pending? If so, it's likely to be reversed. However, I'd be more than happy to take a look into this if you're unsure, please send us a DM if both have been processed and I will take a look - Steven
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@TacticalPhalanx
@Optus
@TacticalPhalanx
Hi there, sorry to hear you are having trouble with your mobile internet, we would like to look into this for you. Please send us a DM with your full address so we can assist - Mary
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@LiamBar44205107
@Optus
@LiamBar44205107
Hey Liam, not great to hear about your experience, we've tagged this as feedback to relevant teams for review. I've responded to your DM about this and will continue to assist you there. Sarah
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@andrew_the_pom
@OptusSport
@andrew_the_pom
Hi Andrew, if you'd prefer not to watch the game mode stream we'd recommend that you select the regular live stream instead → - Aron
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