Aussie Broadband VS Optus on Customer Support and Service

Aussie Broadband VS Optus on Customer Support and Service | Optus Zero, Aussie Broadband Hero's

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Жыл бұрын

Welcome to another episode from SECURE A COM, your trusted experts in resolving connectivity issues across Australia.
In today's episode, we're addressing a complicated situation for a customer in Camperdown who has been grappling with persistent connectivity problems with their Optus HFC (Hybrid Fibre-Coaxial) connection. After moving into their new property, the customer realized that their Optus router wasn't working because the previous occupants had taken the HFC connection device with them.
When the new HFC device arrived and was plugged in, it was only able to deliver about 4 megabits per second. However, this wasn't due to the proper functioning of the HFC connection. Instead, it was the router failing over to a SIM card, a complication that left our customer frustrated and with limited internet access.
We dispatched a SECURE A COM technician to evaluate the situation, only to find that the cable had been snapped, rendering the connection inoperable. This crucial piece of information was presented to the customer, who then reached out to Optus, hoping for a resolution. Unfortunately, the initial response from Optus fell short of expectations, with a lack of proper equipment and a resolution-oriented approach.
In this video, we highlight the intricate details of the problem and explain the steps required to fix it. We underline the need for a specialized NBN (National Broadband Network) crew to address the issue, emphasizing the gravity of the situation. Moreover, we walk you through the difficulties the customer encountered with Optus's customer service.
Determined to find a solution for our customer, we reached out to Aussie Broadband, a different Australian telecommunications company known for its exemplary customer service. Their prompt response and willingness to resolve the issue within 48 hours brought much-needed relief to our customer. In the end, the customer switched from Optus to Aussie Broadband.
This video is a reminder of the importance of competent customer service in the era of the NBN, where larger providers like Optus and Telstra no longer have a monopoly over the network. It demonstrates how responsive customer service can provide a substantial edge in resolving connectivity issues promptly.
Join us as we navigate through this challenging situation, offering insights and recommendations to anyone who might be facing similar connectivity concerns. Don't forget to subscribe to the SECURE A COM channel for more such engaging content, and hit the bell icon to stay updated with our latest videos.
If you're experiencing any connectivity issues, remember, at SECURE A COM, we're always ready to help. We're just a call or a click away. Thanks for watching and stay connected!
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Read the full case study here: secureacom.com.au/aussie-broa...
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Пікірлер: 32

@rogerdabeast Жыл бұрын

Aussie BB are the best. She won’t look back. Glad they could help her out!

@gaazag6643 Жыл бұрын

aussie is the best, been with them for ages, great, great service

@QIKUGAMES-QIKU Жыл бұрын

No. What you think are Aussie are sold overseas 🤔

@mightstrikegaming8652 Жыл бұрын

@@QIKUGAMES-QIKU Rubbish comment

@Jay-uw2eb Жыл бұрын

Been with Aussie Broadband for about 9 years now, Never let me down 👍

@vk4vip Жыл бұрын

Have Aussie BB FTTN, from the get go they told me what I could get after doing a line test for me, and ended up on a 100/40 plan and I get 104/38 most days, never ever seen it below 90mbps down. Only time I have an outage is when they have a planned outage in the middle of the night They are an awesome ISP

@lohnro Жыл бұрын

G'day Jason, when is this country going to treat internet connection as a essential service like electricity, gas and water? Well done Jason and Aussie Broadband. 👍

@davidlp3019 28 күн бұрын

Im with Aussie Broadband here in Caringbah. Left Optus ages ago they are terrible. Good video jason.

@eddiebytler8713 Жыл бұрын

Hope you do a followup Jason, in a few days, too many ISP's say " no problems we got it, give us a day or two" and relaity is two weeks later still waiting for a truck roll, blocking off roads means lots of paperwork and permission that usuyally doesnt happen overnight, so please keep us all updated.

@jebbyy32 Жыл бұрын

Optus once literally unassigned my static IP. Was unassigned for almost 2 weeks. Once optus decided we were again worthy of an IP our connection was 50% of what it used to be. Which clearly was more incompetence. We decided to make the switch to AussieBB who without question and within 4 hours had our new service enabled and has been rock solid ever since. Only issues I've had were literally internal cabling issues. I've only had 1 drop out that seemed to be their end. Called them and it turns out every port on my node had been reset. Couldn't recommend them enough

@AdoinsLi 2 ай бұрын

Thanks for your case sharing 😀 it is really useful for me to make the right choice

@tsavaridisarchives Жыл бұрын

If I didn’t live in SA, I would’ve fixed the line for her!

@eddiebytler8713 Жыл бұрын

... and I still maintain the luckiest people in this country, are those in NBN's skymuster or LTE coverage, that funnily enough is about 90% of the country by land mass, since they get to keep their POTS at least they get a working home phone :)

@ChannelReuploads9451 Жыл бұрын

Optus, as with Telstra are just about flashy stores. Optus have always used overseas call centres, Aussie uses Call Centres based in Australia. AussieBB FTTN here, no issues at all, always an English speaking person on the phone who knows what they are doing. Tip: Telstra own Belong as well, so if you sign up to Belong, Its a Telstra company.

@Rusty_Gold85 Жыл бұрын

I had 2 neighbours who lost their Aerial wire due to a Moving Truck going down a rear street ( 100 yo area with delivery streets for rear access). Took Telstra 3 days to roll up and didnt fix it . Then they re reported it and instead of 2 guys 1 trip done once it was 3 trips 2 jobs done . THEN as they were afraid to climb up a ladder the cables wernt high enough up for a road crossing and they broke again. Then they rerouted a different direction across the road , 1 of them now hangs low , done untidily

@outseeker Жыл бұрын

don't forget to tell Optus to refund the customer's monthly fee(s), because the service wasn't provided.

@seqvirtualtours Жыл бұрын

what would have been the icing on the cake would have been if she was with telstra and you got her to ABB. I hate telstra with a passion

@eddiel8708 Ай бұрын

I gave up those big telcos ages ago 👎, and signed up with a small ISP.

@eddiebytler8713 Жыл бұрын

So Jase, when did ABB connect this customer, or are they still waiting for the truck roll

@gmccrudd1 11 ай бұрын

Launtel is also an excellent choice in my experience

@kevlec1947 Жыл бұрын

Way to go Jason. great service again mate.

@QIKUGAMES-QIKU Жыл бұрын

Subbed. I might need your services. You in Melbourne ?

@SECUREACOM 11 ай бұрын

No Sydnet

@SECUREACOM 11 ай бұрын

See full case study here: secureacom.com.au/aussie-broadband-vs-optus/

@draconightwalker4964 Жыл бұрын

they are known as Floptus for a reason. Aussie has the best cust serv for an isp. my FTTP would not give an ip to my UDR, 15 mins on the phone and sorted.

@andymate2006 Жыл бұрын

I don’t mean to scare anyone here but I used to live 5 minutes away from this house when I was a kid.

@user-wu4rv2oe9j Жыл бұрын

easy fix $300 could have had her going today !!

@notathome13 Жыл бұрын

Telstra business are just as useless. Best move one can do is move to a Aussie or super loop.

@eddiebytler8713 Жыл бұрын

I guess the silence here says as we all knew, no way aussiebroadband will get a truck roll in 2 days to a fault, ABB i my experience say a lot, but all in all their motto is in of itself BS.

@JoshyboiisComputers Жыл бұрын

Optus Support always been terrible, I tried 5x times to get them to enable caller ID for my work sites and give me one number call and they take my information down then don't get back to you unless constantly call / email them. Once we change to a different sip provider we haven't had a problem since.