Who can I contact for help?

If you need us, you can contact Optus here.

Will the system upgrades affect my mobile phone service?

No. Your Mobile, Mobile Broadband, Home Phone and Fixed Broadband services will work the same as they always do. The only impact will be if you want to make changes to your accounts and services, or view your usage during an upgrade time.

Is this the only maintenance you'll be doing that will cause outages?

Over the coming months we will be doing some weekend upgrades to our systems. We will have messages on the Optus website, in My Account and on the My Optus app to let you know when they take place. We’ve planned the system downtimes to occur overnight, ensuring the least amount of impact to you. We apologise for any inconvenience over this time.

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Why have I received multiple usage alerts and tier up messages within a short period of time?

Whilst we continue to monitor your usage accurately, while we’re upgrading our systems your usage alerts might be in a backlog and then be sent at once within a short period of time. If you're a Mobile customer, you can still check your data usage via system settings on your phone to keep track of what you use.

Why have my usage alerts come through delayed?

While we’re upgrading our systems, usage alerts may be delayed, this issue is temporary and all usage alerts should be up-to-date and accurate once the upgrade is completed.  We apologise for any inconvenience this may cause you.

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Why can’t I see some or all my account details?

As we’re upgrading our systems there may be some changes to how you see your account details. Please try again using My Account at a later time. If you’re still unable to view all your account details after this time, contact us.

My Account looks different. What is happening?

We're in the process of upgrading My Account for all our customers. This will take a few months to complete and over this time some areas may look a bit different. We apologise for any inconvenience.

Why can't I see my usage in My Account?

During the upgrade, your unbilled usage will be unavailable.

We apologise for any inconvenience over these times. Rest assured our systems will still handle all your data correctly in the background and ensure what you are billed is correct.

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I’m a Prepaid customer, what impacts are there for me during the systems upgrade?

You’ll be able see your balance and recharge as you normally do. You can activate a new service at www.optus.com.au/activate. Some other functions (such as rate plan change) may not be available during an upgrade. See the other FAQs on this page to learn more. 

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