Review Insights · App Store
My Optus
Optus Mobile · 1,112 ratings · ★ 4.5
4.5
★★★★★
1,112 ratings
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Top complaints - extracted from 46 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"optus"
13 negative reviews mention this · 28% of all complaints
★★★★★ "Do NOT get Optus!. First, I had to go to the store to recharge my account - no way it would recharge, even when on chat with customer service. At the store, they could only offer a different, rotating plan, which I did not want since I only needed it for one …" - weezie95
2
"work"
10 negative reviews mention this · 22% of all complaints
★★★★★ "App doesn’t work. App starts, shows some login dots then just crashes. Buggy and unreliable." - Noretsym
3
"crashes"
9 negative reviews mention this · 20% of all complaints
★★★★★ "App doesn’t work. App starts, shows some login dots then just crashes. Buggy and unreliable." - Noretsym
4
"service"
8 negative reviews mention this · 17% of all complaints
★★★★★ "Do NOT get Optus!. First, I had to go to the store to recharge my account - no way it would recharge, even when on chat with customer service. At the store, they could only offer a different, rotating plan, which I did not want since I only needed it for one …" - weezie95
5
"update"
8 negative reviews mention this · 17% of all complaints
★★★★★ "Does not work. Updated to the latest version and now it doesn’t work. Awesome." - ahhdiamsnksnshwjwj
6
"doesn"
7 negative reviews mention this · 15% of all complaints
★★★★★ "App doesn’t work. App starts, shows some login dots then just crashes. Buggy and unreliable." - Noretsym
7
"every"
7 negative reviews mention this · 15% of all complaints
★★★★★ "Rubbish. This app just doesn’t work. Every time I launch it, I get an error message saying try again later - this is ridiculous" - ParkoAK
8
"phone"
7 negative reviews mention this · 15% of all complaints
★★★★★ "Bugs. First of all, how can a phone operator app be over 300mb?? When on a chat with support, every time you get out the app, the chat closes and you’re brought back to the starting screen. Annoying and time wasting." - nampramos
9
"usage"
7 negative reviews mention this · 15% of all complaints
★★★★★ "Broken release, past versions pretty good. Past versions of this app I have worked quite well for me, however, this one crashes and locks out with the screen claiming that they are “trying to improve service”, rather than providing an honest error message when attempting to check da…" - California Teacher
10
"works"
7 negative reviews mention this · 15% of all complaints
★★★★★ "This App is PooPoo. This app literally never works. We can’t even use Optus perks because the pages never load in the app. We’ve tried going online to use perks but the website just says to download the app. I don’t even write reviews but I decided to write on…" - Jennnnnny:)
11
"doesn work"
6 negative reviews mention this · 13% of all complaints
12
"times"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Doesn’t work for Americans. I’ve tried several times to purchase their prepaid eSIM and each time it won’t take US passport. Trying to get ahold of them via chat, they route you with a dead loop saying message us via app, but app doesn’t have that feature if you don’t…" - USA-DK
📋 All 46 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
App doesn’t work
App starts, shows some login dots then just crashes. Buggy and unreliable.
Doesn’t work for Americans
I’ve tried several times to purchase their prepaid eSIM and each time it won’t take US passport. Trying to get ahold of them via chat, they route you with a dead loop saying message us via app, but app doesn’t have that feature if you don’t have an account with them. You cannot have an account with them without their number. This is the highest level of bureaucracy I have seen so far.
Logged always fail for
For a technical error . Stay away from this company
Scam
Canceled 2 years ago. Just got an email stating my plan will cancel tomorrow. Most likely not getting any of my money back. Do not use.
Rubbish
This app just doesn’t work.
Every time I launch it, I get an error message saying try again later - this is ridiculous
Every time I launch it, I get an error message saying try again later - this is ridiculous
Bugs
First of all, how can a phone operator app be over 300mb??
When on a chat with support, every time you get out the app, the chat closes and you’re brought back to the starting screen. Annoying and time wasting.
When on a chat with support, every time you get out the app, the chat closes and you’re brought back to the starting screen. Annoying and time wasting.
Glitchy and bad
The buttons are glitchy and it can never process my cards when I’m trying to select a subscription. Support is terrible especially the message support. Totally useless.
Can’t register account
I am sent on a never ending loop to register my account. They have me enter my email and birthday to send a registration link so I can create a password, but when I click the registration link in my email all it does is send me back to enter my email and birthday again. I’ve tried it 4 times and never get to setting up a password. Which is required to view my bill. 🤦🏾♀️ Just awful.
Do NOT get Optus!
First, I had to go to the store to recharge my account - no way it would recharge, even when on chat with customer service. At the store, they could only offer a different, rotating plan, which I did not want since I only needed it for one more week! Since I had no other option, I got it and now I CANNOT CANCEL IT!!!!! Can’t get hold of them online, by phone or on the app! Horrible service! I repeat: do not get Optus. Try Vodaphone instead. I will next time.
Optus lies to its customers
I’ve been repeatedly lied to by Optus “Customer Service”. Do yourself a favor and avoid them.
Unreliable support
App says 24/7 chat function but there aren’t any agents servicing requests at night. People can have phone issues at all hours. Terrible service.
Does not work
Updated to the latest version and now it doesn’t work. Awesome.
Hurt
Emotional
Used while I was in Australia
Service was slow. Reasoned why I’m giving this the lowest rating is because I canceled through the app as I was departing the country and they’re still trying to charge me.
Broken release, past versions pretty good
Past versions of this app I have worked quite well for me, however, this one crashes and locks out with the screen claiming that they are “trying to improve service”, rather than providing an honest error message when attempting to check data usage.
Your app keeps crashing
Just updated the app and all it’s done is crash since.
This App is PooPoo
This app literally never works. We can’t even use Optus perks because the pages never load in the app. We’ve tried going online to use perks but the website just says to download the app. I don’t even write reviews but I decided to write one because this app is just so bad.
Make it work
This app never works. Nothing loads. Ever. Optus might have good coverage, but their customer service is pretty well the worst I’ve encountered in any sphere of business. Good luck getting any Optus perks to load from this app! (Please make them accessible on the website or fix this app)
Poor
I have been in Australia for 2 months now, I have set my auto recharge multiple times, but it never clears. So each month I have to manually enter my card, after realizing my data has expired in unfortunate circumstances. On top of my auto recharge never working, whenever I try to make a payment I have to enter my card MULTIPLE times in order for it to go through. The app should be convenient and user friendly but whenever I want to check how much data I have left, the app is always down. It gives you the option for a live chat, to which no one is available. Overall it is a frustrating process having to deal with Optus.
Costumer Service
The costumer service is horrible.
Works but ...
Works but I have to sign in again with every update. Weak.
Crap
Never works waste of time and space. Would be useful to know data usage as can’t check any other way. Very disappointing
Crap
Can’t even add my phone number!
Forgetful
How many times do I need to setup the app?
Answer: Every single time.
Answer: Every single time.
No work for me
I am guessing people with international cell numbers can not use this app because I can not get passed the SMS code input section, because I never get the code.
1. I signed up with Optus for wifi.
2. Downloaded app
3. Upon opening. App want to make sure "I am the real deal"
4. So it sends an SMS to your phone that never comes to me.
5. I am supposed to enter this code before I can go further.
7. After re sending ten times. I gave up because code never comes.
8. Guess I can't use app.
I have a US number. Only reason I can think of. But that shouldn't stop a consumer.
1. I signed up with Optus for wifi.
2. Downloaded app
3. Upon opening. App want to make sure "I am the real deal"
4. So it sends an SMS to your phone that never comes to me.
5. I am supposed to enter this code before I can go further.
7. After re sending ten times. I gave up because code never comes.
8. Guess I can't use app.
I have a US number. Only reason I can think of. But that shouldn't stop a consumer.
Let me check my usage PLEASE
Optus perks link keeps popping up. Cancel it and it comes back again. Could be more than a hundred times i cancel it and it keeps popping up! PLEASE FIX THIS... Not interested in perks any more... Fed up of this
Glitches
This app has been glitching for over a week. Will not open or recognize my phone number. Had the app for several months with no problem but now it refuses to work. Deleted it and downloaded it. Nothing seems to be working :(
So worthless
No matter how many updates, it never works. There's always some problem and the app is never able to perform. What a waste of time and space.
Never works
Never works. Terrible app.
Terrible, Ripoff in Perth
This app and its service is terrible in Perth, AU where it crashed and was unable to provide a balance. Optus at PER Airport assured that 4G was available in the CBD, but never got anything other than 3G. Five days of credit suddenly changed to 4 days. Use a different app and service provider.
Latest version is a backwards step
Optus had a good app and decided to destroy it with pin verifications and other useless features. Disappointing. If you need to top up just use the web interface and forget this app as it will work temporarily at best
Doesn't Work
I always need to delete and reinstall the app in order to use it! What are you doing Optus?! So many 1 star reviews and still no update?!
Come on Optus get it together
This is ridiculous. This app worked before the update. But now it's saying its services are unavailable. Also you can't access any data. I just need to recharge my phone. So I try he mobile site. Guess what? It's not working as well. So I reach out to the technical difficulties live chat channel which also is down... On a Monday morning? Come on Optus. I used to use you for your convince and reliability. Please don't fix something that isn't broken.
Do not update
I can't see data usage, bills, etc after update.
Cannot view usage after update?
Cannot refresh due to system issues?
Crashes on Open
App used to be great for checking usage, bills, accessing Perks, etc. Most recent update renders app completely useless as it crashes on open. Running latest iOS on 6+
App Crash-es
Would be good. If it actually opened. Which it doesn't. It crashes when you open it.
Great app if it worked
Would be a great app if you could ever use it. Crashes every time
Mobs only
Only works if you have an optus mobile. Not landline or home broadband...idiots
Crashes on launch
Crashes on launch every time
MyOptus Crash Perks
App was straightforward but apparently the IT folks aren't aware this thing crashes every time you open it.
Bad time to ask for a review.
Bad time to ask for a review.
The lastest version crashes when opened
Title said it all. App is very handy until the latest version. Unusable. Please fix.
Instant fail.
Optus sends an authentication text to set up the app. On entering the code the app says it has "technical problems" and does nothing more. That's all it does.
Not working
Since the latest update I can’t get past the T&C page. Accept button doesn’t work.
Thoughts??
Thoughts??
Consumer rip off
Another example of a company greed using a 28 day billing period so they end up charging 13 months instead of 12 basically conning the consumer. If there was a decent choice I’d go else where.
App Crashes
This app is great to check data usage and minutes usage. But since the last update it crashes when it opening rendering it non functional.
Sentiment summary
87%
Positive (4-5★)
5%
Neutral (3★)
8%
Negative (1-2★)