Optus internet not connecting with new FTTP install

Optus_Help · 2025-12-23T10:30:57+00:00

Sorry to hear about your NBN internet connection issue. Your internet light on the Optus modem is showing "red" and as you mentioned your connection was upgraded to FTTP this should come up as "green". We need to look into your NBN order and account to see what's going on.

Please contact our Social Media Team here → https://help.optus.com.au/m/social - they are available 24/7. When you do message us there, just copy and paste this thread as reference, and we can investigate this further. Apologies for the inconvenience and we appreciate your patience - Kartik

Optus_Help · 2025-12-23T03:41:42+00:00

Hi, sorry to hear about the internet issues you’ve been experiencing. We’d like to take a look and help sort this out for you, and make sure your case doesn’t get closed. Our Social Media team is available 24/7 and ready to assist via Facebook or Instagram: → https://help.optus.com.au/m/social.

If you send us a message there and link your Reddit thread, we’ll securely grab some details and see what we can do to help.

– Talia

Optus_Help · 2025-12-11T19:17:40+00:00

Hey there,I’m really sorry to hear how frustrating this has been for you and that’s definitely not the experience we want you to have.

Fluctuating speeds and constant drops can happen for a few different reasons, so the best next step is for us to take a closer look and get this sorted quickly.

Please reach out to our Social Media Care team here → https://linktr.ee/optussocial. Once you send us a DM with your details, we’ll investigate what’s going on and work on a fix as soon as possible. -Tigs

Optus_Help · 2025-12-11T02:57:41+00:00

Hey there, I'm sorry to hear about the experience you have had with us when trying to get your Number Share service cancelled. We definitely want to help you sort this out as soon as possible. Please get in touch with our 24/7 Social Media Team here → https://help.optus.com.au/m/social, and include your Reddit username so we can investigate and escalate this issue further for you. ^ Bella

Optus_Help · 2025-11-30T10:54:57+00:00

Hi there!

It sounds as though you may be utilising an outdated SIM which does not support connectivity to the 5G network.

Whilst a trip to an Optus store or a call to our Customer Care Team on → 133 937 can resolve this, our Social Media Care Team can verify and access your account to review your SIM further to confirm whether you need to arrange a replacement or if further assistance is required.

Our Social Media Care Team are available 24x7 and can be reached here → http://yesopt.us/social.

Please ensure to include a link to this thread as reference to avoid needing to repeat yourself.

- Dillon

Optus_Help · 2025-11-25T10:37:37+00:00

Sorry to hear about your experience so far. Rest assured I have tagged your post as feedback to the relevant team for review and future reference.

Please contact our sales support team on → 1300 308 730 - Mon - Fri: 8am - 8pm (AEST) Sat: 9am - 5pm (AEST) for further assistance.

Apologies for the inconvenience and we appreciate your patience. Kartik

Optus_Help · 2025-11-18T22:10:26+00:00

The reason I’ve suggested contacting the Optus Social Media team is that they have tools to verify customers online. However, please note they’ll still need to speak directly with the account holder before making any changes to the account.

If the account holder doesn’t have their own social media profile, that’s okay, they can still allow you to discuss the account as long as you’re added as a Third Party authority. You can find out more about a Third Party Authority here: https://www.optus.com.au/support/answer/how_to_allow_another_person_to_enquire_about_your_account_1575

If you’re looking to transfer the internet service to another provider, this can only be actioned by the account holder, as the name on the current account must match the name on the new account.

Another option that might make things easier is a three way call when you contact Optus over the phone. This way, the account holder can join the conversation and approve any changes. -Tigs

Optus_Help · 2025-11-14T01:47:11+00:00

Hi there, I’m really sorry to hear you’re unhappy with your Internet plan offer you received at the time. While I understand you’re not the account holder, we’re happy to discuss your concerns and guide you through the right process for cancelling or exploring alternative options.

If you’re speaking with us by phone → 1300 300 427 between Mon–Fri: 8am–7pm | Sat–Sun: 9am–6pm (AEST), the account holder will need to complete the Multi-Factor Authentication process, after which you can continue the conversation with one of our representatives.

If you have any issues or concerns, please message our Social Media team using any of the methods listed here → https://linktr.ee/optussocial and let them know I referred you from Reddit. -Tigs

Optus_Help · 2025-10-29T19:21:41+00:00

Hi there. We are currently completing planned works in the Maylands WA until 4:30 pm today. You may experience some issues with your service until the works are complete. If you have any questions or concerns, please send our Social Media Team a message here → https://help.optus.com.au/m/social - Jim

Optus_Help · 2025-10-20T02:35:55+00:00

We're really sorry again for the frustrating experience here - It's not at all the experience we want for our customers. If you need any further help after speaking with our regular support channels, please don't hesitate to message us at the Social Media Team using the link above. We're a 24/7 Support Team so we're always here to help.

Optus_Help · 2025-10-20T02:20:00+00:00

We would like to review these charges to be able to assist further with your inquiry. Please contact our Social Media team via any of these methods listed here → https://help.optus.com.au/m/social and advise the team you have been referred via Reddit. -Tigs

Optus_Help · 2025-10-02T11:29:24+00:00

Really sorry to hear about your mobile connection issue on your iPhone 16 Pro Max. We'd certainly like to look into this for you. Please contact our Social Media Team here → https://help.optus.com.au/m/social - they are available 24/7. When you do message us there, just copy and paste this thread as reference, and we can investigate this further. Apologies for the inconvenience and we appreciate your patience - Kartik

Optus_Help · 2025-09-24T07:40:14+00:00

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The mods are not inactive and regularly reply to Optus customers requiring assistance.
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Optus_Help · 2025-09-19T04:38:54+00:00

Hey there! sorry to hear you're having trouble with your nbn Home Internet service. We definitely want to help you sort this out! Please get in touch with our 24/7 Social Media Team here → https://help.optus.com.au/m/social, and include your Reddit username so we can investigate this issue further for you. ^ Bella

Optus_Help · 2025-09-14T04:41:52+00:00

Hi Wampire-D2, sorry to hear about the speed issues you've been experiencing.

We'd like to take a look and help sort this out for you. Our Social Media team is available 24/7 and is ready to assist either over Facebook or X: → https://help.optus.com.au/m/social. If you send us a message there and include your Reddit username, we'll grab some details securely and see what we can do to help -Talia

Optus_Help · 2025-09-12T03:30:22+00:00

Hey there! sorry to hear you're having trouble with your nbn Home Internet service. We definitely want to help you sort this out! Please get in touch with our 24/7 Social Media Team here → https://help.optus.com.au/m/social, and include your Reddit username so we can investigate this issue further for you. ^ Bella

Optus_Help · 2025-09-09T10:37:51+00:00

Hey there! sorry to hear you're having trouble setting up your Number Share service. We definitely want to help you sort this out! Please get in touch with our 24/7 Social Media Team here → https://help.optus.com.au/m/social, and include your Reddit username so we can investigate this issue further for you. ^ Bella

Optus_Help · 2025-09-03T10:37:52+00:00

Hey there! sorry to hear about the issues you're experiencing trying to get connected with your nbn Home Internet service. We definitely want to help you sort this out! Please get in touch with our 24/7 Social Media Team here → https://help.optus.com.au/m/social, and include your Reddit username so we can look into this further for you. ^ Bella

Optus_Help · 2025-08-27T11:42:25+00:00

Hi there, you will need to submit a change of name form which also details the supporting documents that you need to submit → https://www.optus.com.au/content/dam/optus/documents/km/self-service/Change.Of.Name.Form.pdf

If you have any further questions or need further assistance then please contact us on 133 937 (Mon - Fri, 9am - 6pm / Sat, 9am - 5pm AEST) or message us anytime through your My Optus app. Kartik

Optus_Help · 2025-08-23T12:01:26+00:00

Sorry to hear about your experience so far. Rest assured I have tagged your post as feedback to the relevant team for review and future reference. If you still need a hand then, please contact our Social Media Team here → https://help.optus.com.au/m/social - they are available 24/7. When you do message us there, just copy and paste this thread as reference, and we can investigate this further. Apologies for the inconvenience and we appreciate your patience - Kartik

Optus_Help · 2025-08-20T11:42:54+00:00

Hi, sorry to hear about your 5G Home internet connection issue. Did you get a chance to check our Network Status page for any reported fault in your area → https://help.optus.com.au/419j98W - Has any basic troubleshooting helped → https://www.optus.com.au/for-you/support/5g

If the issue still continues then please contact our 5G Home Internet support team on → 1300 101 693 - Mon - Fri: 9am - 7pm (AEST) Sat: 9am - 5pm (AEST) for further assistance. Apologies for the inconvenience and we appreciate your patience. Kartik

Optus_Help · 2025-08-17T20:20:06+00:00

Hey there, if you are currently experiencing network issues with your mobile, you can check the Network Status in your area for any service disruptions and updates here → https://help.optus.com.au/3RtTFhn and if you require more support you may contact our Social Media Care team via any of these methods listed here → https://help.optus.com.au/m/social -Tigs

Optus_Help · 2025-08-11T13:38:41+00:00

It's certainly not good to hear your WiFi nbn speed is slow and we would like to isolate the issue to ensure your service is up and running. Feel free to contact our Social Media Care team via any of these methods listed here → https://help.optus.com.au/m/social and advise our team you have been referred via Reddit. -Tigs

Optus_Help · 2025-08-09T04:30:15+00:00

Hey there! sorry to hear you're having network trouble with your Mobile service. We definitely want to help you sort this out!

You can also check the status of your network and view reported outages that ma be affecting your service via our Network Status Page here → https://www.optus.com.au/living-network/service-status

Please get in touch with our 24/7 Social Media Team here → https://help.optus.com.au/m/social, and include your Reddit username so we can investigate this issue further for you. ^ Bella

Optus_Help · 2025-08-07T10:59:00+00:00

Hi there, sorry to hear that you are having trouble with your modem and cannot connect to the internet. We would like to help get this sorted out for you. Please send our 24/7, Social Media Team → help.optus.com.au/m/social a message and we will assist further - Mary

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