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The Optus My Account team

Personal Enquiries Number Operating Hours
Sales & Enquiries
Mobile 133 345 8.00am - 9.00pm Monday to Friday
9.00am - 7.00pm Saturday , 9.00am - 6.00pm Sunday
Home Phone 133 345 8.00am - 9.00pm Monday to Friday
9.00am - 7.00pm Saturday , 9.00am - 6.00pm Sunday
Internet 133 345 8.00am - 9.00pm Monday to Friday
9.00am - 7.00pm Saturday , 9.00am - 6.00pm Sunday
TV 133 345 8.00am - 9.00pm Monday to Friday
9.00am - 7.00pm Saturday , 9.00am - 6.00pm Sunday
 
Optus Customers & Billing
Mobile 1300 300 937 8.00am - 7.00pm Monday to Friday
9.00am - 5.00pm Saturday
Mobile Pre-Paid 1300 555 002 24 x 7
Mobile Coverage Updates 1300 300 041 24 x 7
Home Phone 133 937 8.00am - 7.00pm Monday to Friday
8.00am - 5.00pm Saturday
(Closed public holidays)
Internet 133 937 8.00am - 7.00pm Monday to Friday
9.00am - 5.00pm Saturday
TV 133 937 8.00am - 7.00pm Monday to Friday
9.00am - 5.00pm Saturday
Calling Card Access 18 999
 
Customers Calling from Overseas
Mobile +61 2 9342 5678
 
Moving House
Mobile 1300 300 937 8.00am - 7.00pm Monday to Friday
9.00am - 5.00pm Saturday
Home Phone 1300 555 241 8.00am - 7.00pm Monday to Wednesday
8.00am - 8.00pm Thursday - Friday
9.00am - 6.00pm Saturday
Internet 1300 555 241 8.00am - 7.00pm Monday to Wednesday
8.00am - 8.00pm Thursday - Friday
9.00am - 6.00pm Saturday
TV 1300 555 241 8.00am - 7.00pm Monday to Wednesday
8.00am - 8.00pm Thursday - Friday
9.00am - 6.00pm Saturday
 
Service Difficulties & Faults
Mobile, Home Phone & TV 131 344 24 x 7
 
Internet Technical Support
Dial Up Internet
1300 301 325 24 x 7
Broadband: DSL
1300 739 407 24 x 7
Broadband: Cable 1300 300 693 24 x 7
 
Optus Special Assistance Service
Fault rectification for those who have a medically certified life-threatening condition.
Find out more about OSAS.
133 937  
 
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Small Business Enquiries Number Operating Hours
All enquiries: Sales, Customers, Billing, General Enquiries and Moving House
Mobile 133 343 7.00am - 7.00pm Monday to Friday
9.00am - 6.00pm Saturday
Office Phone 133 343 8.30am - 6.00pm Monday to Friday
Internet
  - Dial-up/Web Hosting 133 343 24 x 7
  - OptusNet DSL 133 343 24 x 7
  - Optus Business Broadband 133 343 8:30am - 6:00pm
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Optus Business Enquiries Number Operating Hours
All Sales Enquiries 1800 555 937 9.00am - 5.00pm Monday to Friday
Customer Service 1300 300 314 8.00am - 8.00pm Monday to Friday
Service Assurance Support/ Technical Difficulties 1300 300 332 24 x 7
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Optus Wholesale Enquiries Number Operating Hours
All Enquiries 1300 300 221 8.00am to 8.00pm Monday to Friday
Careers @ Optus Number Operating Hours
Careers and Recruitment 1300 300 163 24 x 7
   
Optus World Stores Number Operating Hours
Optus World Stores 133 999
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TTY Access Number Operating Hours
Users with difficulty hearing can use our Teletypewriter service.
Mobile 1800 123 124  
Home Phone, Fixed Line, Internet & TV 1800 500 002  
Emergency TTY number 106  
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Account FAQs

Clicking a question will scroll this page to the relevant answer.

    Member Services FAQs

    Broadband Internet Usage Meter FAQs

    Member Services FAQs

    How am I billed for my Optus NBN Broadband plan?

    For non-direct debit accounts, you will receive a monthly bill, and it will usually arrive in the first week of each month. Payments are due before the 15th of each month. You will be billed in advance for the monthly access fee and speed pack fee for your plan. Any additional charges such as a service call may also be billed at this time. You can find out which plan you're currently on, change plans or look at your Internet usage by visiting the My Account section of Member Services.

    Optus Fusion on NBN plans: You will receive a single bill for your Optus NBN Broadband and Optus NBN Telephony services for the calendar month. On or around the same day each month you will be billed in advance for the monthly access fee and speed pack fee for your Optus Fusion on NBN plan and any additional call charges. You can find out which plan you're currently on or look at your Internet usage by visiting the My Account section of Member Services.

    What are the charges listed on my first bill?

    Your first bill will include a pro-rated monthly access fee and speed pack. There will also be charges listed for your first full month access fee and speed pack fee. Once Optus Broadband on NBN has been installed, all prices for supply are charged in advance. Your pro-rated monthly access fee and speed pack fee is based on the number of days of the calendar month for which you are connected to the service.

    Prices on the bill are listed first without GST added. The 10% GST charge is calculated on each individual taxable charge description then it is totalled at the end of the bill. The final total (including GST) is then rounded down to the nearest 5c.

    How can I pay for my Optus Broadband on NBN service?

    Optus Broadband on NBN, and Fusion on NBN customers can change payment details by calling a Customer Service Representative on 133937.

    If you use a credit, charge or debit card to pay your bill, a 1.0% fee (inc GST) will be charged and will appear on your next bill.

    What happens if Optus cannot take a monthly payment from my cheque/savings account or credit card?

    If you have insufficient funds available in your cheque/savings account or the details you have provided are incorrect when we attempt to retrieve funds, we will email notification of this decline to your primary email address. Your Optus Broadband on NBN account (and for Optus Fusion on NBN customers your Telephony account) may be suspended and a dishonour fee of $22 will be incurred. Refer to the Standard Form of Agreement, Consumer Terms for details.

    You will not be able to connect to the service until the account details are updated and any outstanding accounts paid. You will need to call Optus Customer Care on 133937 to update your details.

    For customers on an Optus Fusion on NBN plan, your Broadband service may be cancelled if you fail to pay your monthly account or you have insufficient funds available in your credit card, cheque or savings account or the details you have provided are incorrect when we attempt to retrieve funds.

    Can I use my monthly bill as a tax invoice?

    Yes, the monthly bill that is emailed to your primary Optus Broadband email address can be used as a tax invoice.

    Can I pay my Optus Broadband on NBN, or Optus Fusion on NBN bill by Direct Debit?

    Yes. Optus Direct Debit automatically debits your bank or credit card account each month and saves you the bother of writing cheques or making time-consuming trips to the bank! You will also avoid the $2.20 payment invoice fee. To apply, simply download and print the Direct Debit Request.

    NOTE: You will need Adobe Acrobat Reader installed on your computer to view this file. To download a free copy of Acrobat Reader, click on the icon below.

    Get Adobe Acrobat

    Will I receive a bill each month if I pay my account by direct debit?

    Optus Broadband on NBN Plans: No. You'll receive a first bill, and you'll be sent another bill only if the monthly billing amount changes - for example, if you change packages.

    Optus Fusion on NBN Plans: Yes, you will receive a single bill for both your Broadband and Telephony services and will indicate the date on which the direct debit will occur ie payment due date. It will indicate call costs that are in addition to those included in the Fusion monthly access fee. Optus Fusion on NBN customers will receive a single bill, unless they are charged a one off fee on their NBN service such as technician visit fee.

    What happens if I make a payment and it doesn't appear on my account? (not applicable to Optus Fusion or Optus 'yes' Fusion plans)

    If we receive a payment after the 20th of the month, it may not appear on the following month's account. It will however, appear on the very next account.

    Who do I call if I have a query or a complaint about charges appearing on my bill?

    If you have a query or a complaint regarding your bill, contact Customer Support by phone on 133937. Please note that we are unable to respond to account related questions by e-mail.

    What is speed limiting?

    Optus Broadband on NBN Plans: Should you exceed your peak or total monthly data allowance, access will be speed limited for both peak and off peak to 256kbps until the end of your billing month. If you exceed your off peak data allowance, all further usage will be counted towards the peak data allowance. Plan data allowance consists of peak data for use between 12pm-12am AEST/ADST and off peak data for use between 12am-12pm AEST/ADST.

    Optus Fusion on NBN Plans: Should you exceed your plan's monthly data allowance you will not pay any excess usage charges, instead, your data usage will be speed limited to 256kbps until the end of your billing month.

    You will stay connected to your Optus Broadband service for the remainder of the month and will be able to use email, surf sites and download information - just at the slower speed.

    Data Usage and Data Allowance are measured in Megabytes (MB) and for all purposes 1 Gigabyte (GB) = 1000 Megabytes (MB). Unused Data Allowance in any month can not be rolled into subsequent months.

    NOTE: Optus Broadband on NBN and Optus Fusion on NBN plans combine both upload and download data transfers (1 Gigabyte = 1000 Megabytes) to determine your monthly usage.

    Factors affecting speed on the Internet

    It is important to note that factors such as what type of computer you have, what sites you are trying to access and overall network traffic can affect performance.

    NBN trial activities, the speed pack you choose and whether you have been speed limited can also affect performance.

    Other factors that can affect Internet speed are listed below:

    • Computer performance The technical specifications of your computer also impact the performance you experience from the service, including the speed at which information is downloaded. For this reason to get the Optus Broadband service your computer must meet the minimum system requirements
    • Location of the web site One of the largest factors influencing speed is the location on the Internet of the web site that you want to access. Some sites that do not have fast connections, up to date technology, or are located on servers overseas may take longer to download.
    • Cached content To overcome the influence of location on speed, Optus Broadband stores frequently requested sites and broadband content directly on our network using "Caching". This means that Optus Broadband subscribers have fast access to popular content without going to another network or to an over-crowded server.
    • Overall network traffic The Internet by its nature is shared by millions of users. The number of users 'on' at any one time could impact performance.

    What is a speed pack?

    You can choose different speed packs to go with your service. Speed packs are added to Optus Broadband on the NBN and Optus Fusion on NBN plans. Monthly speed pack fees apply in addition to access fees and vary by speed pack. The monthly speed pack fee for Social is included in the monthly access fee for all plans. There is no charge to move between speed packs.

    What is the NBN trial?

    The Optus Broadband on NBN service and Optus Fusion on NBN service are currently only available on a limited basis as trial services.

    There may be disruptions or other difficulties with the service.

    Currently, our arrangements with NBN Co Limited for the trial means that Optus cannot commit to providing the service past 30 November 2011.

    We will be in touch with you shortly about options post the trial.

    What are usernames and passwords?

    Your Optus Broadband on NBN username and password are very important. Your username is used to identify your particular Broadband account and your password is the key that authorises access to your account. The only people who can access your account are those that have both the username and password, so please guard these details very carefully.

    Here are some important points to remember about your username and password:

    • When entering your username and password, please do so in lower case letters only.
    • Your username forms the first part of your email address. For example, if your Optus Broadband username is "jbloggs" then your email address will be "jbloggs@optusnet.com.au".
    • Keep your password safe - do not write it down or tell anybody. We recommend that you change the password to your account at least every three months for your protection. If you believe that an unauthorised person has access to your password, we recommend that you change it immediately.
    • Optus Broadband staff will never call you to "verify a password". If you do receive a request from someone asking you for your password, refuse the request and call our Customer Care Representatives on 133937 immediately.
    • Never send the password to your account to anyone by email - this includes email that you may send to our Customer Care team.
    • Help us to help you when you are contacting us for support and have your account details ready.

    What is my email password?

    When your account was created, you will have been provided with a username and password. Your username is the first part of your email address (e.g. johncitizen@optusnet.com.au) and the password is used to log in to the Optus Broadband service, to personalise your homepage and to access your email. For security reasons, you should change this password regularly and you can do this online via User Management in Member Services. You should change this password as soon as you are connected to the service and regularly thereafter. You can do this online via Account Management in Member Services.

    How do I change my password?

    You'll first need to change your password on the Optus Broadband server:

    • Go to User Management in Member Services
    • Login with your current username and password and then click the Login button.
    • Carefully read the instructions regarding changing your password then towards the bottom of the web page, enter the new password you want to use.
    • You will need to re-enter the new password in the second box to confirm the password you now want to use.
    • Click the "Next" button. Your new password will now replace the old one.

    Can I have multiple email accounts?

    With every Optus Broadband account, you can have up to five free email accounts. Create additional email accounts here.

    What technical help can I get from Optus Customer Care?

    Optus provides technical support for problems that relate to browsing the Internet, sending or receiving email, network connectivity issues. Support for third-party software and hardware configurations that are not related to the Optus Broadband product can be obtained

    Broadband Internet Usage Meter FAQs

    What is the "Internet Usage Meter"?

    The Internet Usage Meter is a monitoring tool provided to allow you to better manage the usage of your Optus Broadband Service. It allows you to view how many Megabytes (MB) of data you have used relative to your plan's monthly Data Allowance. The Internet Usage Meter also allows you to monitor your usage on a daily and monthly basis as well as providing up to 6 months of historical usage.

    Our systems update the Internet Usage Meter at regular intervals (at least every 15 minutes) under normal network conditions. Occasionally a network event may cause delays in the updating of the usage meter.

    Why should I use the Internet Usage Meter?

    Your Optus Broadband plan provides you a set amount of data per month (your Data Allowance).

    Optus Broadband on NBN Plans: If you exceed your peak or total monthly data allowance, access will be speed limited for both peak and off peak to 256kbps until the end of your billing month. If you exceed your off peak data allowance, all further usage will be counted towards the peak data allowance. Plan data allowance consists of peak data for use between 12pm-12am AEST/ADST and off peak data for use between 12am-12pm AEST/ADST.

    Optus Fusion on NBN Plans: If you exceed your monthly plan's Data Allowance, access will be speed limited to 256kbps until the end of the billing month.

    NOTE: Optus Broadband on NBN and Optus Fusion on NBN plans combine both upload and download data transfers (1 Gigabyte = 1000 Megabytes) to determine your monthly usage.

    The Internet Usage Meter will help you evaluate your usage of the service and will let you know how much data you have left at any given time.

    Note: Due to usage rounding, total usage shown in the Internet Usage Meter may differ slightly from what is displayed on your bill.

    Will I be charged for the use of the Internet Usage Meter?

    No. The Internet Usage Meter is provided as part of your monthly access fee. However, accessing the Internet Usage Meter does count toward your monthly plan's Data Allowance or excess usage charges

    How do I read the Internet Usage Meter - Current Usage page?

    Current Usage provides a graphical representation of the amount of data you have used from your plan Data Allowance relative to the days available in your billing month. Thermometer-like indicators illustrate both "Plan data used" and "Days used":

    "Plan data used" shows the amount of data you have used at the particular stage of your billing month, represented both as a percentage and raw data figure (MBs). For Optus Fusion and Optus 'yes' Fusion plans, data usage is a combination of both upload and download data.

    "Days used" indicates how far you have progressed into your current billing month, represented both as a percentage and the number of days passed. This particularly is useful to help you manage the amount of Plan Data Allowance available to you within the billing month.

    Current Usage also provides useful information such as your existing plan, the Data Allowance of that plan, your existing billing month, your usage for the month to date in Megabyte's (MBs), any Bonus data allocated/used (if applicable), and the date and time at which the last update occurred.

    How do I read the Internet Usage Meter - Daily page?

    The Daily Usage page shows your data usage per day as both a graphical and numerical representation for your current billing month. It provides both a breakdown of the amount of data used during the month, downloaded data (to your computer) and uploaded data (sent from your computer) as well as a total amount of data used per day. It also details any excess data you may have used (i.e. data above your plan's standard data allowance).

    To access the Daily Usage page, click on the link in the left hand navigation menu.

    How do I read the Internet Usage Meter - History page?

    The History page shows the last three months' worth of usage in graphical format, while the last six months' usage is shown in table format. Similar to the Current Usage page, the History page also shows a breakdown of Plan Allowance, Plan data used during the month and the billing period in question. In addition, it shows the amount of data that you have uploaded (sent from your computer).

    To access the History page, click on the link in the left hand navigation menu.

    What do the different colours mean?

    The Internet Usage Meter provides a colour-coded reference to easily show the different types of usage that are available, and to connect the data shown in the graph to that in the table. For example your Plan Allowance will show in blue, and Excess MBs in red.

    What happens when I use all of my monthly Data Allowance?

    Optus Broadband on NBN Plans: Should you exceed your peak or total monthly data allowance, access will be speed limited for both peak and off peak to 256kbps until the end of your billing month. If you exceed your off peak data allowance, all further usage will be counted towards the peak data allowance. Plan data allowance consists of peak data for use between 12pm-12am AEST/ADST and off peak data for use between 12am-12pm AEST/ADST.

    Optus Fusion on NBN Plans: Should you exceed your plan's monthly data allowance you will not pay any excess usage charges, instead, your data usage will be speed limited to 256kbps until the end of your billing month.

    An exclamation mark (!) and notification message box will appear in your Internet Usage Meter to represent that you have been speed limited.

    The speed limiting cannot be reversed, and additional data cannot be purchased for the remainder of the month.

    NOTE: Optus Broadband on NBN and Optus Fusion on NBN plans combine both upload and download data transfers (1 Gigabyte = 1000 Megabytes) to determine your monthly usage.

    What usage is included in my Data Usage count?

    Both upstream and downstream data is counted towards your plan's Data Usage for Optus Fusion on NBN and Optus Broadband on NBN plans.

    Can I access the Internet Usage Meter using my additional email accounts?

    No. For security reasons only the primary account holder will have access to the Internet Usage Meter (i.e. the username and password of the primary email account).

    Can anyone else access my Internet Usage Meter?

    No. As a username and password are required to login, only the primary account holder will have access.

    What if I forget my username and password?

    The username and password are the same as for your first (primary) email account. If you are the account holder, you can change your password at any time by visiting the Change Password page in Member Services or within the Desktop Service Centre located in your computer taskbar.

    Will I get a warning when I'm close to reaching my plan Data Allowance?

    Yes. When you exceed 80% of your plan's Data Allowance a notification will appear on Internet Usage Meter and an email will be sent to your primary email account. This will also occur when you exceed 100% of your plan's Data Allowance.

    How often is the Internet Usage Meter updated?

    The Internet Usage Meter is updated on a regular basis - approximately every 15 minutes. The time and date of the last update is shown within the data table on the Current Usage page. Occasionally a network event may cause delays in the updating of the usage meter.

    What things can impact the performance of my connection?

    It is important to note factors such as:

    1. the type of computer you have,
    2. the performance of your home network, ,
    3. the sites you are trying to access and whether the sites are locally hosted or cached,
    4. the volume of overall network traffic (which can affect performance) ,
    5. if your access has been speed limited,
    6. the speed pack you have chosen.

    Other factors that can affect Internet speed are listed below:

    • Location of content - One of the factors influencing speed is the location of content on the Internet that you want to access. Some sites you may wish to access do not have fast connections, up to date technology, or are located on servers overseas that may take longer to download. Variations in speed can also occur within Australia for similar reasons.
    • Computer performance - The technical specifications of your computer also impact the performance you experience from the service, for example the speed at which information is downloaded. For this reason to use the Optus broadband over NBN service your computer must meet Optus' minimum system requirements/specifications.

    What are the minimum system requirements/specifications my computer has to meet to be used with the Optus over NBN service?

    1. Windows XP, Windows Vista, Windows 7 & Linux (Optus recommends that users of Optus broadband over NBN update to the latest version of Windows software to obtain the maximum throughput for your system.)

    • CPU: Pentium 4, equivalent or higher
    • Memory: 1 GB RAM (32-bit) or 2 GB RAM (64-bit)
    • Free Disk Space: 20G
    • Network Adapter Device: Ethernet 10/100/1000
    • Wireless Cable Network Adapter: 802.11N
    • Service Pack 3 is a pre-requisite for XP users wishing to use the Optus-supplied CISCO USB wireless adaptor

    2. Mac OS X 10.4+

    • CPU: PowerPC G5 (or higher) or Intel based
    • Memory: 1GB RAM
    • Free Disk Space: 20G
    • Network Adapter Device: Ethernet 10/100/1000
    • Wireless Cable Network Adapter: 802.11N

    NOTE: The hardware provided with your Optus over NBN service supports data transfer through Ethernet or WiFi. Please refer to your modem's user guide supplied with the device. Optus recommends use of N-series WiFi Routers and adaptors. WiFi connection may not be as fast as a wired device.

    Home Network Performance - Optus supply a WiFi modem/router solution that will provide you with premium speeds. Any other equipment NOT supplied by Optus may not observe this level of performance and cannot be supported by Optus.

    Overall network traffic - The number of users 'on' at any one time could impact performance. If many people are accessing the same information from the same site at the same time, then the speed of transmission will be affected.

    If you are using Windows XP, you may need to optimise your network settings. Instructions for installing the Optus speed pack optimiser are available via the following link: http://help.optuszoo.com.au/help/nbn/connected/windows

    How do I conduct a speed test?

    Customers may conduct Speed Tests by visiting the Member Services download test page: http://speedtest.syd.optusnet.com.au/.

    Optus responsibility for your connection ends at your wireless modem. Accordingly speed tests for your network connection should be conducted with your PC/Laptop directly connected to your Modem via Ethernet. Actual download speed can be affected by factors such as your equipment and LAN performance, settings, hardware, software, internet activity, location of content accessed and congestion. A Wi-Fi connection may not be as fast as a wired Ethernet direct connection.

    What modem do I need to take advantage of the different Optus broadband speeds over NBN?

    Optus will supply you with the necessary WiFi device to connect to the NBN service. Other cable modems or eMTAs will not be supported and will not provide you with an optimal experience.