Don't get this service from Optus!

Optus
Customer Service Division

27 October

Dear Sir/Madame:

Having waited for the answer to what I asked on your website and not having any response, and following the call that I made today to your technical support line, I am writing to complaint about your Optus Wireless Broadband service which I purchased from your company on September 6 2008.

I am very dissatisfied with the product and service that I have received for a number of reasons, and find unreasonable the fact that this kind of problems that I have experienced with a company like Optus are as repetitive as they are being.

Firstly, as soon as I got this service, for which I had to buy a non cheap USB modem and SIM, I tried to connect to the internet and constantly had an activation and furthermore, a login problem. I could use the connection 3 days later when you said I could use it the same day of purchasing and that it would be easy to connect.

Since I finally succeed to connect and until now, when I surf on the internet I am sent quite often to your website asking me to recharge my credit; I was even sent there when just had recharged my account a week ago and the statistics shown me that I still had Gigabytes to use. Moreover, most of the time I have to reconnect at least 3 or 4 times every time I want to access the internet, and the speed is never constant, most of the time is very slow.

Some days ago I went out of credit and the Optus’ software statistics show that I actually have downloaded 1.20 Giga Bytes and uploaded 168.62 Mega Bytes (what makes 1.36 Gigas of transferred data) since October 4 when I recharged for the last time $30, which should have let me transfer 2GB. I am sure that the problem neither is expiration since 30 days haven’t passed. What is the reason then for this inconsistence between what you have in your data bases and what you sell to your customers?

Finally, in spite of the Quality of Service you have, I received this SMS and the website alert telling that you are going to double the price for this on November.

I am really of the opinion that having bought this service from Optus has been a total waste of both my time and money, and demand a complete refund of the modem and the SIM card which I also had to pay for.

Yours sincerely,

Juan Carlos Bustamante