Optus Contact: Phone Number, Email, and Optus Live Chat

By Gretchen Oestreicher

Web Content Officer

Looking for Optus contact details? Optus has an extensive customer service network at its new and current customers' disposal. To help you get the support you need, we've compiled all the different Optus contact methods in one handy guide. Below we cover the Optus phone number, email address, postal address and online account.

Optus Contact Numbers

Depending on your specific query, there are different Optus contact numbers for things like sales, customer support and account help, tech support, and moving and disconnections.

Below we have compiled all the Optus customer service numbers:

Optus Technical Support Phone Number

If you’re experiencing technical difficulties with your Optus service, you can contact Optus tech support for help related to your Optus account username or password, as well as troubleshooting and device help.

Customers having technical issues can contact Optus Tech Support one of three ways:

• Calling the Optus Tech Support phone number by dialling 133 937 any day of the week between 8am - 8pm, 7 days a week
• Via Optus live chat online or through the My Optus App messaging centre with customer service available 27/7
• Directly through your My Optus app and account, using their self-service help section

Optus NBN Contact Number

If you’re a new Optus NBN customer, you can schedule your NBN installation appointment over the phone. To speak with a technical support expert about scheduling your NBN installation, call the following Optus NBN contact number 1300 652 080.

If you need to reschedule an appointment you can call 1300 300 427.

Bear in mind, however, that if you cancel or reschedule your installation appointment with less than 48 hours notice you might incur a cancellation fee.

Optus Email & Postal Address

If you need to contact Optus via writing, such as to file a complaint or send something that requires your signature, you can do so either by email or by post. Below you can find how to email Optus customer service or write to them in the mail.

Optus Billing Contact, Optus Recharge, & Financial Assistance

In the following sections, we will detail all there is to know regarding your money and Optus.

We cover billing and payments to Optus, how to pay your Optus bill, how to recharge your prepaid Optus mobile plan, and how to find help when facing financial difficulties. Read on for all the details!

Optus Billing Contact & Payment Methods

Optus offers many ways to pay your bills, including via their app, text, BPAY, online, and by phone. If you have a My Optus account, paying with your account details is the easiest way to pay your Optus bill either online or with the My Optus app.

In the table below you will find all the Optus billing contact methods to pay your Optus bill or speak to an Optus customer service agent for further assistance:

Prepaid Optus Recharge

If you’re on an Optus prepaid mobile plan, there are three different ways you can carry out an Optus recharge using either your debit or credit account or an Optus prepaid voucher purchased in-store.

You can carry out an Optus prepaid recharge in the following ways:

• Optus prepaid rechage using the My Optus app
• Optus rechage online using PayPal, debit, or credit card
• By going to any “yes” Optus store

If you don’t want to remember to recharge your Optus prepaid phone plan every month, you can also set up AutoRecharge.

1. Recharge online with your service number and select the amount you wish to recharge with
2. Choose how you would like to AutoRecharge
3. Confirm AutoRecharge by email or SMS

Contact Optus Financial Hardship Support

If you’re experiencing financial difficulties, for whatever reason, you can contact Optus and let them know you’re experiencing hardship. When you contact Optus due to financial hardship, they may offer a range of options to help you get back on track with your bills, such as:

• Checking to see if your current plan is the most cost-effective plan available 
• Seeing if a prepaid plan might be a better mobile option
• Reviewing all services and restricting anything not necessary
• Waiving late payments or temporarily pausing bill payments

Optus Live Chat & Messaging

While calling Optus customer service can only be done during their business hours, customers can utilise Optus Live Chat and messaging service 24/7. While Optus Live Chat is available to everyone on the Optus website if you are a current Optus customer you can use your Optus login to access the Optus messaging service which is available on your My Optus app.

Using the Optus messaging service versus the live chat allows you to retain your conversations, get notified when an Optus agent responds, and check back in at any time.

Optus My Account & the My Optus App

Your My Optus Account is your way to manage and control your mobile and broadband services with Optus. When you sign up with Optus, you’ll receive a welcome email with a link to register for My Optus Account. You can access your My Optus account online, or if you have a smartphone, via the mobile phone app. Here you'll find all the details of your plans and services including contract details, account number, and service number, as well as:

• Check your data usage
• Check and pay your Optus bills, or set up a direct debit
• Recharge your prepaid Optus phone plan or add more data
• Find 24/7 customer support with Optus Messaging
• Manage international roaming for when you go abroad
• Check your wifi speed, and manage your Optus home internet plan
• Manage your account information and personal details
• Add or remove services, change plans, or temporarily stop your service

Contact Optus Complaints

If you’re unhappy with your Optus service, you can submit a complaint either by phone, online form, or email or letter.

If you prefer to submit an Optus complaint over the phone, there are two different Optus phone numbers you can call, depending on the service or product you have an issue with. Below you can find the phone numbers for the Optus complaints team, as well as which number you should call depending on your service.

Optus aims to resolve complaints within 10 business days or, for urgent complaints, two business days. While going through the Optus complaints handling process, you are free to escalate your complaint at any time.