Optus Mobile Customer Care: An Expert, Practical Guide

How to reach Optus (and what to expect)

For mobile account questions, faults, or plan changes, the fastest channels are the My Optus app messaging (24/7) and phone support. The primary phone number for Optus customer care in Australia is 13 39 37 (133 937). If you’re calling from an Optus mobile, dial 150, which routes you directly to mobile care. Messaging in the My Optus app creates a case thread with a reference you can return to, which is ideal for issues that need documentation or follow-up.

In-store assistance is available for SIM swaps, device assessments, and identity verification. Use the store locator at optus.com.au/stores to find locations and opening hours near you. For outages and planned maintenance checks before you call, use optus.com.au/outages. If you need to confirm coverage for a new address or determine if your dropouts are location-specific, use the live coverage map at optus.com.au/coverage.

Key contact details at a glance

Keep these details handy whenever you need help. They cover general support, accessibility, privacy, and independent escalation options that Australian telco customers can use if a complaint stalls.

Phone queues vary by time of day and incident volume. Messaging via the My Optus app is available 24/7 and is often best for complex cases (billing disputes, fraud investigations, or multi-step technical issues) because it preserves your conversation history and attachments (screenshots, speed tests, ID documents when requested).

• Optus Mobile Customer Care (Australia): 13 39 37 (133 937); from an Optus mobile: 150; website: optus.com.au
• Network status and outages: optus.com.au/outages; coverage map: optus.com.au/coverage
• Telecommunications Industry Ombudsman (TIO) for unresolved complaints: 1800 062 058; tio.com.au
• National Relay Service (for hearing/speech): 133 677 (TTY/voice), 1300 555 727 (Speak & Listen), SMS relay 0423 677 767; relayservice.gov.au
• Translating and Interpreting Service (TIS National): 131 450; tisnational.gov.au
• Office of the Australian Information Commissioner (privacy): 1300 363 992; oaic.gov.au
• IDCARE (identity support): 1800 595 160; idcare.org

Using the My Optus app effectively

Install or update the My Optus app (iOS/Android) and sign in with the account owner’s credentials. From the “Support” or “Message Us” section, you can open a 24/7 chat, attach speed test results, and request billing adjustments. Ask the agent for a case ID and save it—this accelerates future follow-ups and escalations.

Most mobile service tasks are self-service in the app: activate a SIM or eSIM, enable/disable international roaming, check data usage, and change or add data add-ons. For eSIM on compatible devices, the app can issue a new QR code for a SIM swap; once scanned, service typically transfers within minutes. If a swap fails or you suspect SIM-swap fraud, contact care immediately and ask to lock the service and require in-store ID for changes.

Technical support triage that saves time

Before calling, gather your device model, iOS/Android version, affected addresses, and timestamps. Run a fresh speed test (e.g., using fast.com or Ookla) and screenshot the results. Check optus.com.au/outages to rule out known issues. If coverage is generally strong at your location but your device underperforms, focus on device/APN settings and SIM health.

• Reseat or replace the SIM: power off, remove SIM for 30 seconds, reinsert. If you have a spare device, test the SIM to isolate device vs. network.
• Reset network settings: iOS Settings > General > Transfer or Reset > Reset Network; Android steps vary by brand (often Settings > System > Reset options > Reset Wi‑Fi, mobile & Bluetooth).
• APN check: APN should be “yesinternet” for most consumer services; delete custom APNs and reboot.
• Force a band refresh: toggle Airplane Mode for 30 seconds; or select 3G/4G/5G manually to test stability by layer.
• Interference/location: test outdoors and in multiple rooms; note if dropouts happen at specific times/places.

Activation, number porting, and eSIM specifics

New SIM activations usually complete within minutes but can take up to 4 hours if additional ID checks are required. For number porting to Optus, Australian industry standard operating hours (set by ACMA) are typically 8:00–20:00 local time Monday–Saturday, excluding national public holidays; outside these times, your port may queue to the next window. Most mobile ports complete within 10–60 minutes once initiated.

For security, a pre-port verification SMS is sent to the service being moved; reply exactly as instructed. If the number is compromised or the original SIM is not in your possession, contact Optus immediately and request a fraud hold. For eSIM, ensure your device is carrier-unlocked and on the latest OS; the QR code is single-use—do not share it or screenshots with anyone.

Billing, payments, and disputes

You can pay via direct debit, credit/debit card in the My Optus app, or BPAY using the biller code and reference listed on your invoice. The app shows real-time data usage and pro-rata charges when you change plans mid-cycle. If you see unexpected roaming charges, check the dates against travel and whether roaming was enabled at the time; screenshots help agents reverse incorrect events.

If a direct debit failed or a payment was misapplied, share the bank’s receipt ID and date; Optus can trace it through their payment gateway. For disputes, ask for a “bill credit” or “charge reversal” explicitly and request a case ID. Under the Telecommunications Consumer Protections (TCP) Code (C628:2019), providers must handle billing complaints fairly and transparently; keep copies of bills and correspondence for evidence.

Complaints and escalation that gets results

Start by lodging a complaint through the My Optus app or 13 39 37, stating the issue, desired outcome, and any financial or safety impact. Ask for written acknowledgement with your case ID. Under the TCP Code, standard complaints should be acknowledged promptly (generally within 2 business days) and resolved within 10 business days where possible; “urgent complaints” (e.g., service needed for medical reasons or imminent disconnection) should be prioritised.

If you’ve given Optus a fair opportunity and the matter remains unresolved or the proposed remedy is unreasonable, contact the TIO at 1800 062 058 or tio.com.au with your case history. The TIO will ask if you tried to resolve it directly and will use your documentation (dates, case IDs, screenshots) to fast-track investigation.

Accessibility, language, and vulnerability support

Customers who are deaf, hard of hearing, or have a speech impairment can reach Optus through the National Relay Service on 133 677 (TTY/voice) or 1300 555 727 (Speak & Listen); SMS relay is 0423 677 767. Tell the agent you’re connected via NRS so they pace the call. For non-English speakers, call TIS National on 131 450 and ask for Optus; interpreters can be conferenced in.

If you’re experiencing family and domestic violence, financial hardship, or other vulnerability, advise the agent and ask for the specialist team. Optus has hardship and safe-connection processes (credit flexibility, suppression of contact channels, and ID verification safeguards). Search “Optus financial hardship” at optus.com.au to submit confidentially and attach supporting documents if needed.

Security, privacy, and identity protection

On 22 September 2022, Optus disclosed a cyber incident that exposed personal information of approximately 9.8 million current and former customers. If you were affected, ask customer care to confirm what data elements were involved for your account and what ongoing supports are available. If identity credentials were exposed, contact your issuing authority for replacement and consider placing a credit ban or fraud alert.

For identity guidance, IDCARE (1800 595 160; idcare.org) can help with a tailored response plan. Privacy complaints can be escalated to the OAIC at 1300 363 992 or oaic.gov.au if you believe your privacy has been mishandled. For ongoing account safety, enable strong passwords, keep the account PIN confidential, and request additional verification notes (e.g., in-store photo ID required for SIM changes).

Coverage, outages, and realistic performance

Optus reports 4G population coverage of about 98.5% and continuing 5G expansion (publicly reported at over 75% population coverage in 2024). Actual speeds depend on device, spectrum availability, signal level, and local cell load. As a rough guide, 4G can range from single digits in congested cells to 150+ Mbps in ideal conditions; 5G can range broadly from 50–500+ Mbps depending on band and backhaul.

Check optus.com.au/outages for live incidents and optus.com.au/coverage for predicted signal by address. If your address is in a good coverage area but performance is persistently poor, record times and locations and contact 13 39 37 or message via the app; ask for a network investigation ticket. If the local cell is at capacity, Optus may offer interim remedies (plan credits, Wi‑Fi calling optimisation) while upgrades are scheduled.

What is Optus number 133-937?

If you believe your account has been compromised, you can contact us via My Optus App – which remains the safest way to contact Optus or call us on 133 937 for consumer customers. If you are a business customer, contact us on 133 343 or your account manager.

How do I contact Optus from overseas?

Need assistance? You can priority call Optus from overseas on +61 2 8082 5678. This is free from an Optus mobile plan.

Does Optus have 24-7 customer service?

The easiest way to contact us for help & support is to message us 24/7 in My Optus app & My Account.

Is Optus a mobile carrier?

Optus is the second-largest telecommunications company in Australia, with over 11 million customers as of 2023. Its mobile network covers 98.5% of the Australian population, with plans to cover all of Australia by 2025 through its partnership with SpaceX.