Occom

Really helpful. I got the address wrong, and Stella helped me move over for free. There was also an issue with the apartment's internet connection, but she provided other assistance as well. She's really considerate and kind - thank you so much

Absolute nightmare experience—avoid this company at all costs! I signed up and paid for their premium 500 Mbps Turbo Fibre plan, but my actual speeds routinely plummet down to a pathetic 10–120 Mbps.When I contacted customer support to downgrade to a standard, affordable 100 Mbps plan, they looked me in the eye and flat-out lied, claiming it was… Read more

completely "impossible due to my area code." When I called them out on this technical nonsense, they completely changed their story. They explicitly admitted in writing that they actively choose to block Fibre to the Premises (FTTP) users from their standard 100 Mbps tiers just to hold them hostage on higher-priced premium plans. It is blatant corporate greed. THE SHOCKING MATH: What I Pay vs. What I Get• THE PLAN I PAY FOR: Turbo Fibre 500 Mbps• WHAT THEY ACTUALLY DELIVER: 10 Mbps to 120 Mbps (A pathetic 2% to 24% of the advertised speed!)• THE PLAN I REQUESTED: Standard 100 Mbps Plan (Which easily delivers stable speed on FTTP infrastructure).The Absurdity: They claimed my Fibre to the Premises (FTTP) line "couldn't handle" a 100 Mbps plan, yet they expect me to pay for a 500 Mbps plan on that exact same physical wire! If a line can handle a 500 Mbps profile, dropping it to 100 Mbps is a simple 2-minute software change. They denied my downgrade purely to protect their profit margins.Because I stood my ground and demanded to cancel due to their broken speeds and deceptive behavior, they retaliated. Without my knowledge, warning, or consent, they illegally executed an unauthorized, lump-sum 6-month contract payout directly from my private banking details. They literally raided my bank account to steal hundreds of dollars upfront for a service they cannot reliably deliver.The trust is completely gone with this provider. I am writing this review strictly to make other consumers aware of their deceptive practices and hidden billing traps so you do not fall into the same situation. Do not trust Occom with your credit card or your home internet

Diana from the customer team is absolutely amazing!!! She is very professional, strategic, super warm and patient as she helped me set up my home WIFI and resolved the lingering tech issues. Definitely the best customer service I’ve ever had at Occom.

Just...DON'T! – Let me tell you a story. One filled with hopes, despair, and a cast of characters. Our journey begins when I signed with Occom. Having repeatedly seen their ads, low fees, and 5 star ratings, I figured I'd give them a go. Unaware of what lay ahead.… Read more

Getting disconnected 24-hours before connection day was a first. In 28-years of dealing with Net providers, that had never happened before. But ever the optimist, I was willing to overlook this hiccup if it delivered me to the promised land.

Upon waking the following day I checked my SMS...nothing! Another oddity, as all other Net providers SMS'd to inform me I'd been changed over. So I rang Occom, and spoke to Mr Aloof. Poor Mr Aloof sounded like he'd just woken up, and promptly put me on hold. After 45-minutes, unsure whether Mr Aloof had gone back to bed, I hung up. Less I keep him from his slumber.

When I rang back I encountered Mr Expert. Mr Expert didn't want to know about Netgear Genie, something I'd used for decades to connect to the Net. After all, he was MR EXPERT!!! But after an hour's playtime, and repeat modem reboots, Mr Expert threw in the towel. Defeated, he took his ball and went home, saying he'd call back.

After being offline for 24-hours, and wasting 2 hours of my day, it was time to leave the zoo. So I called back and spoke to Mr Arrogant. Mr Arrogant had some cognitive issues grasping the concept; "calling it quits". Repeating the phrase I'd come to hate: "Reboot your modem". I told him there would be no modem rebooting! But Mr Arrogant was having NONE OF THAT! Till I realised to deal with Mr Arrogant I had become one with him. Treat him as he did me (not my usual style). He called my bluff about reporting Occom to The Telecommunications Ombudsman (TTO). Essentially telling me they'd be keeping the bounty they'd stolen from my bank account as I hadn't given them 30 days notice. Silly Billy Mr Arrogant.

Left me with only one choice, I contacted TTO and spoke to Miss Nice. Miss Nice was a joy to deal with. She was professional, and had great customer service skills. Miss Nice agreed I'd been treated unfairly, compassionate about the ordeal I'd gone through, so she eagerly wrote up a case against Occom. I ended our call happy and content my dealings with the big bad Occom was behind me. The end of a nightmare. Then I signed with another provider, and waited to be connected.

But Mr Pushy rang late afternoon. Suffering "Customer Deafness", like his colleagues, Mr Pushy persisted with (wait for it); "Reboot your modem"! Like nails down a blackboard, I'd heard enough for one day. I kept firm; "there will be no modem rebooting"!!! After a pause, I thought I'd finally got my point across, but Mr Pushy continued, "Reboot your modem"! I had to be firm to help him grasp I wanted out and my stolen money refunded. Reluctantly he conceded, crying; "but we've already given the money to the telco". I let him know I'd worked with Big Pond, and knew how it worked. One way or another I was getting a refund. Put on the backfoot, Mr Pushy was briefly lost for words, so I quickly ended our banter. Figuring that concluded this comedy of errors.

Two days later, still without NBN, I rang my provider. Seems Occom were so armored with me they didn't want to end our union. Mr Arrogant and Mr Pushy had been naughty boys and hadn't done their job. That's when I spoke to Mr Minion #1, who I held down to a call back within the hour. Silly Mr Minion #1 must suffer memory loss, as he forgot. So I called back and spoke to his brother; Mr Minion #2. His sense of humour was off the charts! Claiming the cancellation process would take 10 days!!! (and I'd get a call back). Highly amusing.

Unsure which circus performer I'd deal with next, I waited. Late Saturday afternoon I received a call from Miss Apologetic. ONLY as I made it known I'd filed a report with the TTO, and would be adding all other farcical dealings. Miss Apologetic genuinely cared about my situation. After repeat apologies, she promised to do what Mr Arrogant and Mr Pushy hadn't; cease our fun-times. Adding, not once but twice, if I ever came back I'd get a $40 discount. Comedy gold! It made me laugh, and laugh, and laugh.

Unfortunately, because Occom had held me hostage for so long, it was early Saturday evening before playtime was over. By then it was too late for my provider to connect me, so now I had the joy of another day offline...5 days total. Which isn't conductive to anyone's business dealings. But what an adventure. The repeat calls. Debating with Mr Aloof, Mr Expert, Mr Arrogant, Minions #1 and #2. Thankfully Miss Apologetic studied at the School of Customer Service, and knew how to do her job. Bless Miss Apologetic.

And there ends the story. A BIG LESSON was learned during my circus visit. Five star ratings (which are either fabricated or family and friends) means nothing! I wish I'd never heard of Occom, let alone try to join them. We live and learn my friends. Occom reminded me what bad customer service is all about, and why some providers shouldn't be in business. But, ahhh, what memories I am left with.

I am not with OCCOM, I inquire about their NBN service today. Female who answer my call lied to me that she is in Sydney, She also lied that NBN activation takes 1-3 days which is totally nonsense. These people are running this business from India… Read more

and fooling people here in Australia saying they are Australian company?

As a matter of fact not many internet (Australian) service providers left now. It is totally sham where this company don;t know how to connect NBN

I WARN stay away from this bogey company where our money is taken overseas.

JUST GO WITH LEAPTEL Yeah- don’t bother going with these guys. Call centre doesn’t care about you, if anything is too difficult they will just throw you off with words like “escalated” and “level 2” “level 3” team. I had an issue with opticomm,… Read more

and it got too difficult that they just gave up and not even bother trying anymore and left it with them, for two weeks it was stuck in limbo.

LEAPTEL literally fixed it and figured it out in a day, they know what they’re doing and they have a far better customer service line than Occom. Not to mention LEAPTEL updates their plans for Opticomm.

I had a very frustrating experience with intermittent dropouts and service instability that dragged on for several months (from around September). Initially, troubleshooting was slow and repetitive, and I was asked to rerun tests multiple times despite already providing detailed results. That part of the experience was disappointing and stressful.… Read more ·  1

However, once my case was escalated to the NOC team and handled by Ansen, things changed significantly. Communication became clear, consistent and transparent. Ansen took proper ownership of the issue, explained what was happening technically, and actually pushed the investigation forward instead of looping through basic scripts.

Kathy, the field technician, also deserves special mention. She attended our home after hours, replaced the modem, ran proper on-site testing and stayed until everything was confirmed working. Her professionalism and willingness to go the extra mile really stood out.

Since the hardware replacement and monitoring changes, the service has been stable and performing as expected. Occom also provided fair compensation for the disruption, including a free month, a discounted rate for 12 months, and allowing us to keep the replacement modem.

Overall, while the issue should never have taken this long to resolve, the way it was ultimately handled restored my confidence in Occom when the right people became involved. Credit where it’s due — the escalation team and field support did an excellent job turning a bad situation around.

I have been with Occom since 2022, and this is my first review. At the time of signup, even given the initial discount for the first 6 months, I would have chosen other providers that I had been very satisfied with in the past, if they were available in the suburb I live in. Anyway, we gave Occom a shot. After 6 months, they raised their price… Read more

multiple times. Then I realised I was paying extra (it was not by the cents, it was nearly $2) for BPay. Upon enquiring (after 2 years), I realised I could do bank transfers without getting charged extra fees. And one little detail that one can easily miss that I have to mention, my invoices show my usage as a bar for the month but not how much I have used like I can view on my mobile plan, electricity, gas and water bills. So I enquired but the answer was pretty nonsensical like that it shows my plan for the month. (*scratching my head* Who is more confused??) I have also had numerous connection issues.

Then Black Friday came and I decided to sign up with another provider who is giving a first 6 months discount and a lower price than Occom. I would be saving over $200 for the year. I called Occom to end my contract but was told I must give 30 days notice. Then they tried to make me stay by offering higher speeds at about the same price for another year, with the usual spill that I have been a long time customer.

As soon as I declined, a whole month of invoice arrived instead of the remaining amount I was told I only had to pay. So they resent the invoice and even put the payment due date on the same day the invoice was resent! And by the way, the end date of my contract is another 16 days away. (Oh my, how revengeful and devious are they! As the saying goes "the devil is in the details".)

So, this is my three year stint with Occom.

Reflection: It makes me wonder if Occom truly values their customers (or is it all about the money, money, money? :-)) I have had far more gracious experiences.

Auf Wiedersehen, Occom xxx.

I recently upgraded to Occom’s 500 Mbps plan and received an ASUS Wi-Fi router as part of the package. Unfortunately, the experience has been quite frustrating. The new router couldn’t connect to the internet on the first day, even though my old router from the 100 Mbps plan worked without issues. I spent the entire night chatting with customer… Read more

service, but none of the troubleshooting steps helped.

By the second day, the router finally connected, but it began disconnecting every 6–8 minutes. For several nights, I spent around two hours each evening trying to resolve the problem. I even recorded and sent videos to show that I was following all the correct steps and that the issue was clearly caused by their hardware.

As of now, I’m still waiting for a proper solution. Overall, the upgrade process has been disappointing and far more time-consuming than expected.

Lily.yang has been an absolute pleasure to speak with. She is consistently patient, attentive, and incredibly sweet in the way she handles every interaction. She listens carefully, explains things clearly, and always makes sure I feel supported and understood. Her warm attitude and professionalism truly make a difference. I’m very grateful for her help and highly appreciate the service she provides.

I had an internet outage recently, but Hannie was very patient and professional throughout the whole process. She explained the situation clearly, listened to my concerns, and helped me apply for a 2-day bill credit as a goodwill gesture. Although the outage itself was frustrating, I really appreciate Hannie’s friendly attitude and excellent customer service. Thank you for your help!

signed up for home phone for my mother who has dementia,nowhere does it state that fibre has to be a part of the plan,paid $5.38. in the mean time the credit card was cancelled so i asked for the money to be refunded as a cheque,no cheques available we have to refund to the account the money came from. terrible service and absolutely no information regarding the requirements for home phone.

Lynne was very professional, helpful and efficient throughout the ABN application process. She explained everything clearly and made the whole process simple and stress-free. Highly recommended!

I'm using Occom NBN and the connection is generally very reliable and fast. When I recently had a "No Internet" issue, Diana provided quick, professional, and patient support to help me resolve it. My internet is now working perfectly again. Highly recommend Diana and Occom!

Had a packet loss while playing games on oversea server. Did not take long for Jerry to respond. Jerry is very professional after after I described the problem. Unlike the others that usually require you to restart everything, Jerry instantly provided a ping tool in order to diagnose the problem and within 30mins comes a conclusion with his tech… Read more

team. Among those 20-30 times dealing with OCCOM, Jerry is the best to deal with, who did not treat me like an old Grandma. I would recommend OCCOM to recognize his proactive attitude and skills.