Switching to Optus Enterprise
What you need to know and what to expect - explore our FAQs below.
Here’s what you need to know about switching your services to Optus Enterprise.
We’re here to guide you through the transition and answer any questions you may have.
Important information about changes to your service contracts.
Your new Optus Agreements
Your new Enterprise plans will be covered by account agreements, instead of service level contracts which applied to your Optus Business mobile plans.
Your new Optus Enterprise services will be provided under the Optus General Terms for Business, along with applicable enterprise mobile service terms. The latest version of these documents can be found here on standard agreements for your mobile page.
Once your services are about to be upgraded to Optus Enterprise, we will send you a further email with details of your new plans, including charges. This email will form part of your new agreement with us.
Fixed Term SIM and Fixed Term Mobile Broadband
For services in a fixed term contract, your new agreement will now have a single contract end date, instead of multiple end dates as per your existing Optus Business SIM mobile plans. The single contract end date will be the average of your existing contract end dates. The associated cancellation fee for services under your new agreement will be 50% multiplied by the remaining months of your new Optus Enterprise agreement.
Fixed Term Tech Fund Plans
These will be on a separate agreement to any services you have on SIM or Mobile Broadband. The Tech Fund agreement will have its own contract end date which will be the average of your existing Tech Fund service contract end dates. The associated cancellation fee will be 60% multiplied by remaining months of your new Optus Enterprise agreement
Out of contract services will remain month to month on their own Optus Enterprise agreement.
How did you calculate my Remaining Contracted Months in my agreement?
We average the end dates for all services in contract in an agreement. We calculate how many months remain on the date we move you, and this will become your Remaining Months.
What happens when my agreement ends?
If your agreement ends you remain in a month-to-month agreement. Or you can renegotiate a new Optus Enterprise agreement.
How will my contract arrangement be different in Optus Enterprise?
Optus Enterprise plans are covered by agreements (contracts), instead of service level contracts which apply to Optus Business mobile plans. All services under the same agreement will share an expiry date.
Similar services currently in a fixed term contract will be consolidated into a single agreement, with all similar contracted services to move to the same average contract length.
Services or customers who are out of contract at the time of migration will be migrated to a month-to-month agreement. If you choose to re-contract these services to a committed term with Optus Enterprise they will share an agreement expiry date.
Important information about changes to your services; inclusions and features.
You will keep the same services, however there are some changes to your inclusions and features.
1. Excess Domestic Data and Endless Data Feature (Speed Throttling)
If your shared data allowance is exceeded, you’ll continue at uncapped speeds, with excess data charges applied.
If you had the Endless Data feature on your Optus Business plan, this will no longer be available to you. Previously, once you reached your shared data allowance, all shared data services on your account continued to use data at maximum speeds of up to 1.5Mbps. You could return to full data speed by adding a Data Add-On.
With your new Optus Enterprise plan, if your account reaches its monthly shared mobile data allowance (for use in Australia), your mobile and mobile broadband services will continue to use data at maximum available speeds and be charged at the excess data rate of $1/GB (inc. GST). Total charges will be calculated as a combined total of uploads and downloads charged in kilobytes (KBs).
Relevant information is found on standard agreements for your mobile page.
2. Upgrading to Extra Data
You can avoid excess data charges by adding more data to your account pool. Contact your Optus Account Manager to upgrade your mobile services and/or get more shared data with additional Optus Mobile Broadband shared data plans.
3. How to Monitor and Manage My Fleet’s Domestic Data Usage
Domestic data alerts for Optus mobile and mobile broadband services will be managed via the Optus Corporate Usage Alerts Portal. Nominated customer Fleet Administrators will be enrolled for domestic data alerts via email at 50%, 85%, 100% and 125% of full account GB usage. Find out more about the platform in the Optus Digital Platforms Section below.
Note: Domestic data usage updates on the Corporate Usage Alert Platform may be delayed up to 48 hours on Optus Enterprise plans.
4. Daily Roamer Packs: International Roaming
If you were eligible for the Optus Roaming Pass on your previous Optus Business mobile plan, you can use Daily Roamer Packs when roaming, at the same fee and with the same or greater data inclusions as previously, on your new Optus Enterprise mobile plan.
You will continue to have unlimited voice and SMS plus a daily data allowance for a fixed daily fee. As part of your service migration, you will receive communications from us that includes details of your new international roaming daily fee and data allowance available for use with your new Optus Enterprise plan, and excess roaming data rate.
With your Daily Roaming Pack ‘154’ plan you can roam to the same destinations as previously with Optus Business, including Aeromobile.
Aeromobile allows you to use mobile roaming with Optus whilst in-flight on applicable Partner Airlines only. Partner Airlines are subject to change without notice. You can check the latest Partner Airlines at https://www.aeromobile.net/airlines/
Please note, you may incur Roaming Charges if you are not switched to Flight Mode during a flight.
The list of eligible roaming destinations on your new plan are available in this Roaming Destinations List PDF
Key Changes to Daily Roamer Packs:
- If a service uses more data than the daily pack data allowance in a day, you will incur excess data charges as listed in your email, charged in MB units. Excess data usage will not trigger another pack, unlike your previous Optus Roaming Pass.
Like your previous Optus Roaming Pass, Daily Roaming Packs do not include Satellite or Maritime usage.
International roaming will be automatically turned on for your services. Daily Roamer Packs will trigger when a service is first used in an eligible destination.
Before you travel, check that your travel destination(s) are eligible for your Daily Roamer Pack.
The applicable terms and conditions for your new Optus Enterprise roaming services can be found on the Business Mobile Appendices page (Appendix Y).
5. Included Monthly Roaming: International Roaming
If you were eligible for an included monthly roaming allowance on your previous Optus Business mobile plan, you can use Included Monthly Roaming when roaming, with the same or greater data inclusions as previously, on your new Optus Enterprise mobile plan.
You will continue to have unlimited voice and SMS plus a monthly data allowance. As part of your service migration, you will receive communications from us that includes details of your new international roaming service and data allowance available for use with your new Optus Enterprise plan, and excess roaming data rate.
With your Included Monthly Roaming ‘154’ plan you can roam to the same destinations as previously with Optus Business, including Aeromobile. The list of eligible roaming destinations on your new plan are available in this Roaming Destinations List PDF.
Key differences with Included Monthly Roaming:
If a service uses more data than the included data allowance in a month you will incur excess data charges as listed in your email, charged in MB units. Excess data usage will not trigger an alternate Roaming Pass, unlike your previous Optus Business plan.
Like your previous Optus Business Roaming, Included Monthly Roaming does not include Satellite or Maritime usage.
International roaming will be automatically turned on for your services. Before you travel, check that your travel destination(s) are eligible for your roaming service.
The applicable terms and conditions for your new Optus Enterprise roaming services can be found on the Business Mobile Appendices page (Appendix Y).
6. Roaming Pay As You Go (PAYG) charges: International Roaming
PAYG rates apply if you are travelling in a destination that is not covered by Daily Roamer Pack or a roaming inclusion on your plan.
PAYG rates will also apply if you remove your Daily Roamer Pack and do not choose another roaming option.
Find out more about roaming options on the Business Mobile page in the Roaming Services Pricing Table (Appendix 3 for PAYG).
7. Usage Alerts: International Roaming
International roaming alerts for Optus mobile and mobile broadband services will be managed via the Optus Corporate Usage Alerts Portal. Nominated Fleet Administrators will receive email alerts at every $100 of spend per employee for both Daily Roam Packs and PAYG. Individual users will also receive alerts at every $100 of individual international roam spend via SMS.
Find out more about the platform in the Optus Digital Platforms Section below.
Note: International roaming alerts are sent daily, and usage may be delayed up to 48 hours.
8. International Talk & Text (IDD)
- To 32 or 35 Destinations
If your mobile plan was previously eligible for standard international calls and SMS to 32 or 35 destinations, you will retain calling and SMS to the same 32 or 35 destinations on your new plan with Optus Enterprise.
If you wish to add more IDD destinations, contact your Optus Account Manager.
- To Expanded Destinations
If your mobile plan was previously eligible for standard international calls and SMS to a larger range of destinations, your new plan with Optus Enterprise will have calling and SMS to greater than 200 destinations.
If you were paying extra for your international calling and SMS add-on, you will continue to pay for your add-on on your new plan.
As part of your service migration, you will receive communications from us that includes details of your new IDD add-on on your new Optus Enterprise plan. The applicable terms can be found on the Business Mobile Appendices page (appendix J).
9. Remaining Tech Fund Balance
If you have an Optus Business Tech Fund balance, it will automatically transfer to your new Tech Fund account when you move to the Optus Enterprise platform - no action needed from you.
To help you make the most of these funds, your transferred balance will be available for 6 months after your longest new contracted agreement ends, and will not rollover. We recommend planning how you'd like to use these funds to support your technology needs during this period.
After the migration, you can access and use your Tech Fund balance once you have registered for My Business Portal
10. Replacing Business Mobile Plus Plan Discounts
If you had multiple services on Optus Business Mobile Plus plans with a volume discount, your services have moved to new Optus Enterprise plans. Your new monthly access fee reflects the discount based on your services at the time of the change.
11. Visual Voicemail for Apple iPhone
If Visual Voicemail was included on your mobile plan prior to the change, you can access Visual Voicemail on your new Optus Enterprise mobile plan free of charge. After migration, you may need to reconfigure your device to access this service.
12. Standard Voicemail for Other Services
Your services will retain access to standard voicemail or missed call service which is included in all standard Enterprise postpaid plans.
13. Optus Number Share on Apple Watches
Optus Number Share gives you the flexibility to share one mobile number between compatible Apple devices on Optus Enterprise plans. Contact your Optus Account Manager to add a Number Share service.
Number Share with Android devices will not work on your new plan.
14. Additional Data Add-ons
If you had additional data on one or more of your services, we’ve included the add-on in the calculation of your new data amount on your new Optus Enterprise mobile plan.
If you were paying for your additional data, we’ve included that fee in the calculation of your new Optus Enterprise mobile plan fee.
15. Mobile Broadband Rates for SMS
On your Optus Mobile Broadband plan, different rates will apply for domestic and international SMS
Domestic SMS are charged $0.15 per SMS and for International SMS are charged $0.50 per SMS. Other relevant information is found on standard agreements for your mobile page, in Mobile Data Access section.
All pricing is GST inclusive.
16. Static IP on Optus Mobile Broadband
You will no longer have the option to add Static IP addresses to your Mobile Broadband services. The Static IP service for Mobile Broadband is not supported on the Optus Enterprise platform.
17. Short Term Discounts
Please be assured that any short-term discounts you are currently receiving will be carried over to Optus Enterprise and the total discount value will be returned to you over time.
18. Other Product Differences
You will no longer have the option to take-up other Optus products and features available to small business customers, including SubHub, Device Upgrade and Protect, and others not listed here, as they are not supported on the Enterprise platform.
Important Information about how your existing Optus Business Billing and Payment arrangements are changing and what you need to do:
1. We are moving your mobile postpaid and mobile broadband services to the Optus Enterprise billing platform. This means you will be issued with a new Enterprise Billing account number, which will appear on your new-look invoice as shown below:
2. You will need to update your payment arrangements for services on the Optus Enterprise platform. Below are the payment options supported on the Enterprise billing platform:
- If you currently pay via direct debit, then this will continue on your existing Optus Business billing account until the balance is cleared to $0.00, after which the Optus Business billing account will be closed. Direct Debit is no longer supported for your new Optus Enterprise billing account. New payment arrangements will be required as shown above.
- If you pay via BPAY with the Biller Code and Customer Reference stored in your financial institution’s online banking account or app address book, then you will need to update the Customer Reference with your new Optus Enterprise billing account number as shown in point 1) above.
3. Your new Optus Enterprise invoice will look different, with changes to the way charges are displayed. Note that all charges on the new invoice will now be displayed exclusive of GST, with the GST applied after charges are totalled in the Charge Summary on page 3 as shown in the below example:
4. Invoices for your new Optus Enterprise billing account will continue to be sent to the same billing email address we use for your existing Optus Business Account. The day of the month we issue your new invoice, and the bill period may change by 3-5 days. This is because the new Optus Enterprise billing platform runs to a different schedule.
5. Your payment terms for future invoices on the Optus Enterprise platform will be 30 days after the invoice issue date.
6. For the first bill cycle charged on the Optus Enterprise platform, you will receive two invoices. This is because you are billed a month in advance, and your services moved platforms within one billing cycle.
- Your Final Optus Business Invoice: Will contain a credit for the remaining days of the billing cycle that were pre-paid for on the Optus Business account but remain unused after migrating to Optus Enterprise mid payment cycle.
- Your First Optus Enterprise Invoice: Will include charges for two periods — (1) a pro-rated charge for the days your services moved to Optus Enterprise until the end of your new billing cycle, and (2) a charge for the start of your new monthly billing cycle on the Optus Enterprise platform.
If you repeat the process, you will see this same pattern on all other services.
7. Important information about your Final Optus Business invoice:
Sometimes your final invoice will have a credit balance due to pro-rated credits on monthly service charges that were charged in advance on the invoice before. If this is the case, we will automatically refund this amount to your bank account or credit card the most recent payment on the account was made from. If for any reason, we are unable to refund the amount via these means we will issue a cheque in the name of the account holder and post to the billing address as printed on the invoice.
8. On your Optus Business invoice, you may notice that you can see a list of your services along with the total charge for each service – similar to what is shown below.
While your new Optus Enterprise invoice does not represent this view you can contact your Optus Account Manager to discover the power of Insight Plus. Insight Plus offers a Detailed Summary Report that provides a clear, high level view of services alongside granular service level details. While not an identical replica of the Optus Business Invoice, it delivers deeper insights and the level of transparency required to accurately reconcile monthly charges and better understand service spend.
Through the Insight Plus portal, you can also view, manage, and analyse usage, billing, and service performance all in one place. You can also consume billing information and data into your own systems or applications via a datafeed file.
My Optus App/My Account to My Business Portal – digital self-serve
You will move from your previous My Optus App/My Account to an enhanced platform, My Business Portal, designed to give you greater control and flexibility.
The new portal offers improved self-service features, making it easier to manage your account, services and devices – any time, from anywhere.
Below are some of the key differences between the two platforms.
My Optus App/My Account
- View, modify, or upgrade your mobile and internet plans
My Business Portal
- Order new services, hardware and accessories
- Device enrolment – Eligible devices can be easily enrolled into Mobile device management
- Check stock availability and levels
- Download proof of purchase
- Custom catalogues – Allows you to tailor the available hardware and pricing plans in your customised catalogues.
How will I get access for My Business Portal?
- As part of your Optus Enterprise platform onboarding, the admin nominated for your account will receive a registration email. Simply, follow the steps to get started.
How do I get trained?
- Your designated customer account executive, will reach out and organise a training session.
We look forward to getting you started.
My Fleet Manager
If you previously had My Fleet Manager, your account would move onto the Optus Enterprise Platinum version with more options and features such as Split Fleet integration, Managed Services options and Usage Alert settings.
Learn more about My Fleet Manager in the My Fleet Manager and Fastlane Service Description on the Business Mobile standard agreement page.
Insight Plus
Once you have migrated to the Optus Enterprise platform, you will have access to Insight Plus, which provides interactive and timely access to your usage and charges for all your mobile services. It is an intuitive way to manage your business telecommunications costs and inbound service traffic.
Corporate Usage Alert Platform
The Optus Corporate Usage Alerts solution allows you to configure usage alerts for your fleet’s domestic data and/or international roaming usage for Optus mobile and mobile broadband services.
Contact your Optus Account Management Team for any changes to your account contact details or alerting preferences post enrolment.
Optus Enterprise Standard Agreement terms
You can find a copy of the latest version of the Optus Enterprise standard agreement on standard agreements for your mobile page, or speak with your Optus Account Manager.
No, your mobile number and SIM card will remain the same. You can continue using them as you do now.
No, employees (end users) will not receive any notifications relating to the move.
You can continue to make changes to your services after receiving the initial migration notice, up until the end of the notice period.
However, once you receive your migration confirmation and scheduled timeframe, a short freeze period will apply (typically 3–5 business days) where changes cannot be made.
Please note: making certain changes before your migration (such as adding unsupported products) may impact your eligibility or delay your move.
If you have an urgent request at any stage, please contact your Optus Account Manager for support.
If you need to purchase a device through an instalment plan, we recommend waiting until your access to the My Business Portal on the Optus Enterprise platform is fully activated.
However, if the purchase is urgent, please reach out to your Optus Account Manager to discuss your options.
You will have access to My Optus Account/My Optus app for up to 12 months after moving to Optus Enterprise. Please ensure that you download copies of your historical bills in advance of this.
We have chosen the most relevant plan for you – one that is closely aligned with your current plan. If you want to discuss other plan options, please contact your Optus Account Manager.
The statement fees and other charges do not apply to the Optus Enterprise Billing platform.
If you currently receive it via email, it will be issued to the same email address on your existing Optus Business account. If you receive it via post, it will be sent to the same billing address. Alternatively, you can log into the new Optus My Business Portal account to see all your new invoices.
In the same way as your existing Optus Business Account. Monthly charges are invoiced in advance and pro-rated.
It will be charged at $5 (exc. GST) per month.
Thank you for reaching out. Your Account Manager will be in contact with you within 24–48 hours of your submission. If you don't hear from them within this timeframe, please don't hesitate to follow up and we'll ensure you're connected promptly.
You may have been removed from the migration due to one of the below reasons:
- You order a device on contract during migration
- You order a non-mobile product during migration
- You go into collections during migration
- There is an Optus technical issue
- You informed us of your decision to opt out of the migration
To find out the exact reason specific to you, please contact your Optus Account Manager.
Account Level Support
If you need to know more about your move to Optus Enterprise, contact your Optus Account Manager.
Account Level Support
If you need to know more about your move to Optus Enterprise, contact your Optus Account Manager.
Service Level Support
Once you have been moved to the Optus Enterprise platform, enquiries relating to services, invoices and charges on your new Optus Enterprise billing account should now be made through:
Logging into your new My Business Portal account and submitting a query
For more information on Optus Enterprise support, visit Enterprise & Corporate Mobile Support.