Blog entries tagged with "optus"

I don’t do voicemail

Monday, January 12th, 2009 at 10:12 pm

The situation is simple: I don’t do voicemail.

If I am away from my phone (eg it’s in another room) and it urgent that someone talks to me right now, then they can keep ringing until I hear it. If whatever it is can wait, then they can send me a text message. This serves the same purposes as a voicemail, yet it is in a much easier to use format. People (myself included) seem to take ages to get to the point in a voicemail.

At work (because I am at work, doing work stuff) it is not uncommon for me to decline an incoming call. Especially if I am working with someone else. If the caller were to leave a voicemail it takes a lot longer to listen to it than it takes to read a text message.

Before I got my iPhone I was with Vodafone for quite a few years.. With them it was really easy to change the diversion and voicemail settings through their website.

My iPhone is with Optus. So far their customer service sucks. Aside from the waste of time when I tried to call them (the amount I am getting billed is still different each month) their website is crap. The most obvious flaws (to me) are the poor navigation and the agonisingly inconsistent page load times, sluggish through to network timeouts.

Shortly after getting the iPhone I created an account on the my.optus site so I could view my bills and other things online. Through this I found a page to change my services. I unchecked voicemail and clicked submit. I can’t remember the exact terminology but this appears to trigger a job/order and a few days later I found that if I declined a call it didn’t go to voicemail. Exactly what I wanted.

But then it broke. A few months later I was told by someone who tried to call me that they got a voicemail setup message when they called my phone. Calling my own number confirmed that the voicemail divert was back and because I hadn’t setup voicemail it was giving a message that wouldn’t make sense to the caller.

I ignored it.

Until today when I was reminded that it was still happening. This prompted me to search to see if anyone else had problems turning off the Optus voicemail. There were a few results, but a recent blog post caught my eye as it gave different instructions than what I had done before.

I cancelled the diverts using ##21#, and then disabled both voicemail and the missed call SMS service through the mobile.optuszoo site. This seems to have worked and I hope it stays that way.

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Don’t call Optus on a Saturday

Saturday, November 15th, 2008 at 1:31 pm

I just made a fundamental mistake: I tried to call a company outside of business hours.

When i received my phone bill earlier in the week it was significantly less than it should have been because of a “Customer Service Adjustment”. I have only been with Optus for a few months (because of my iPhone) and I can definitely say that I have not contacted them about anything. So where did the adjustment come from?

I didn’t have any spare time during the week so I tried calling today:

  • the IVR system was annoying
  • there was the delay of an international call
  • the horrible american accent would have been (partly) acceptable if it had been consistent
  • the operator took a few minutes to bring up my account

And then they couldn’t answer my question because “there are no notes in your file.”

That’s twenty minutes that I want back.

In future I will make sure I call during business hours in the hope that I can get someone located in Australia that should have better access and/or might know more about the accounts. If I don’t have time for the call I have in the past received decent responses from a support form on the company’s site or via email, even if those methods can take a few days until I get a response.

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