Optus 3G sucks

20 11 2008

My complaint emailed to Optus 13/11/08.  They manually acknowledged receipt and advised they were forwarding it to the Small & Medium Business department responsible for my account.  No further reply as yet…


” I wish to register my complaint about the 3G data performance I am experiencing on my iPhone 3G since I commenced using it on the Optus 3G network a few months ago.

At best I achieve an average 470kbps down / 270kbps up, often with latencies in the several THOUSAND ms – that’s several SECONDS, which is utter ridiculousness.  Often, like right now, i get ~120kbps/80kbps.

And too often I have no 3G connection at all.

My data speeds did not change at all with two firmware updates, whereas 3G phone call reliability did improve markedly, and other networks are achieving ‘somewhat’ better results, which suggests this is not an iPhone issue, but a carrier capacity issue.

This is not “3G”, it is not the product’s implied performance (yes, I noticed your sales documentation furiously avoided mentioning anything remotely resembling an assurance of any particular bandwidth performance), it’s barely better than GPRS.

Clearly your 3G network is at a similar level of maturity as your GSM network was until the late 1990s, but little do your customers or prospective customers know they’ll be stepping a decade into the past when they “upgrade” to Optus 3G until they’re locked in for a year or two – something you neglect to mention in your sales material.

Because of this my iPhone 3G is rendered much less useful than it needs to be, and I’m also paying for a lot more bandwidth than I could ever hope to use in a month at these appalling speeds.

When I read in the IT press that Optus had achieved the global distinction of having the poorest 3G performance, I knew my patience for the normal early adopter teething issues had gone on long enough.  Even then it took me at least another month to draft this complaint and still no improvement or communication.

You’ve been naively optimistic either that your 3G network would cope with the iPhone 3G (and its emerging ilk) era, or that there won’t be a major customer backlash.  When did Optus become a classic Corporate Psychopath?

I’d estimate you’re verging on being in breach of the Trade Practices Act as regards “fitness for purpose” and all the ‘class action’ fun that suggests; and as an Optus customer of over 13 years whose been pushed too far this time, that’s a bandwaggon I’d be only too happy to jump upon.

However I’d rather hear some good news, that you’re on top of the problem, a bucket load of new capacity is on the way and we should be through this within the next few months, oh, and sorry for the disappointment, here’s some of your wasted money back.

But so far you’ve been silent.  Were you hoping I just wouldn’t notice?  Time to ‘fess up, Optus, or that $40M you’ve supposedly lost because of the iPhone 3G will only be the start. ”





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