My Optus on Android: what Google Play reviewers complain about

We read the 300 most recent Google Play reviews of My Optus (by Optus Mobile Pty Ltd) from 1 store locales, dated 31 May 2026 to 23 October 2026. Average rating in this sample: 3.27★. All-time Google Play rating: 4.5★ from 162k ratings. 133 reviews (44%) gave 1–3 stars.

Star ratings in this sample

Rating by month

What 1–3★ reviews mention

133 English-language 1–3★ reviews in the sample (Australia store, English), matched against fixed keyword lists per theme.

A review can mention several themes.

Most-mentioned issues

1. Fix login / account access: 23 of 133 1–3★ reviews. What to do: Audit the sign-in flow (SSO, password reset, verification emails) on the latest version; add clear error messages.
   “If I could give minus 5 I would. Bought an esim, had to activate it in the app. I am a returning customer, and when they send the verification code - it is to a number that I have never had. Anyhoo, can't log in, can't access 'my account' therefore can't activate the esim. 4 hour…” (1★, v10.44, 2026-06-03, AU)
2. Answer support requests: 14 of 133 1–3★ reviews. What to do: Add an in-app contact option and reply to these Google Play reviews; Google Play lets developers respond publicly.
   “could get my Esim to work. the text support person had such poor English that I had to be transferred. the telephone support were useless and after an hour and 15min I solved the problem but could do it because I had to get a verification code off a text on the number that doesn'…” (1★, v10.48, 2026-08-21, AU)
3. Make trials and renewals transparent: 7 of 133 1–3★ reviews. What to do: Show the renewal date and price before the trial ends; link to cancellation. Surprise charges drive 1-star reviews and refunds.
   “Horrible experience. The app is atrocious and the support is useless. It took 3 attempts and 12 hours to have my service cancelled. Multiple confirmations from them that it was done yet they did nothing. They will take hours asking you questions that were answered in your first r…” (1★, v10.47, 2026-08-18, AU)
4. Speed up loading: 7 of 133 1–3★ reviews. What to do: Profile cold start and the slowest screens on older devices; cache content.
   “App even worse now. App dosnt even load properly on the s25ultra. constantly watching loading screens. Also only get 2 Bars in most areas with Optus. 1. Need an option to pay weekly/fortnightly. 2. Fix reception. 3. Fix the App. Keep getting logged out, this app is a pain. They m…” (1★, v10.45, 2026-07-01, AU)
5. Stop data / progress loss: 4 of 133 1–3★ reviews. What to do: Reproduce sync and restore paths; add server-side backup and a visible "restore" option.
   “tried logging in, forgot my password, ok, I'll reset my password, reset my password, your account has been locked for 60 minutes... oh great, that makes sense” (1★, v10.45, 2026-08-06, AU)
6. Fix crash on launch: 3 of 133 1–3★ reviews. What to do: Check crash logs (Android vitals in Play Console / Crashlytics) for the affected version and device models first.
   “App doesn't work half the time. Im paying for a service that doesn't work. I have Wifi and Data the app cant even open saying no internet. They falsify most of the internet testing on the app. How is it excellent network when I cant even open google, email, tiktok, my work app. T…” (1★, v?, 2026-08-22, AU)

Rating by app version

Versions with fewer than 5 reviews in the sample are left out.

App Store vs Google Play

Method and limits

Reviews were collected once from the public Google Play listing with the open-source google-play-scraper library (newest English reviews from the Australia store, up to 300 reviews). Star, month and version figures are plain counts of that sample. Theme and issue figures come from fixed keyword patterns (for example “subscription”, “charged”, “refund” for pricing) run on English-language 1–3★ reviews only; a keyword match is not a judgement of the review, so check the quotes. The paid report classifies every review with an AI model into 7 themes and 18 issues with severity. This is a snapshot of recent reviews, not the app's full history. Generated 24 October 2026. Not affiliated with Optus Mobile Pty Ltd or Google.

More popular app reports

• Australia Post reviews (51% of 300 recent App Store reviews at 1–3★)
• Coles reviews (90% of 300 recent App Store reviews at 1–3★)
• Linkt reviews (75% of 300 recent App Store reviews at 1–3★)
• My Telstra reviews (71% of 300 recent App Store reviews at 1–3★)
• myGov reviews (94% of 300 recent App Store reviews at 1–3★)
• realestate.com.au reviews (74% of 300 recent App Store reviews at 1–3★)
• Service NSW reviews (67% of 300 recent App Store reviews at 1–3★)
• Virgin Australia reviews (52% of 300 recent App Store reviews at 1–3★)

Canada, Australia, India & Ireland apps · UK & European apps · More popular US apps · All app complaint reports

FAQ

What do My Optus users complain about most?

In 133 English-language 1–3★ Google Play reviews from 2026-05-31 to 2026-10-23, the most-mentioned theme was bugs (28%) and the most-mentioned issue was “fix login / account access” (23 reviews).

How many My Optus Google Play reviews are negative?

133 of 300 recent reviews (44%) gave 1–3 stars. Average rating in this sample: 3.27★.