SOUL Home Phone

Customer service – Hi I have been with TPG/Soul for a long time, they actually transferred me from TPG to TPG Soul its been that long, and I believe the trouble. I always dread contacting them because it always ends up the most frustrating experience, I usually spend a few hours and very rarely get a result. The most recent experience: I can’t get through to a… Read more

customer service agent that can help me with a login and lost user name and password - the agents think I am calling as a TPG customer not a TPG Soul customer even though it is the number they have given me (too hard to find on the web) - after going through 2 agents the third actually knew the problem and said I should call during the week as there is no customer service on weekends, great. This, by the way, was after spending hours on the phone to other agents who just didn’t know what they were talking about - as soon as possible I will be cancelling my service - I believe that will be another problem.

BTW I cancelled my NBN request with TPG in approximately January/its now June, sorry actually they cancelled me, as I wanted to wait and not be connected straight away, they just cancelled my request and did not refund my prepaid money. After a few months of trying to get my refund I hopefully will have this transferred this week to my account, can you believe it!!!

As soon as possible I’m going to join a company with decent customer service I can’t afford to spend hours on the phone trying to get any attention - disgraceful.

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Cannot seems to disconnect from this company – Eight months ago I moved house and disconnected by home phone with Soul and did not reconnect it anywhere else. After 3 months of calls to stop getting bills I did not generate and debt collection notices I finally stopped getting any correspondence from Soul in Jan 2018. Now I have received notice from iinet that my home number and account is… Read more

being transferred from Soul/TPG to them. I am again on the phone to Soul/TPG and iinet all whom say it is the other parties responsibility to update their records and deactivate my account and number. What do I have to do to end this annoyance!!!

Terrible service – I was with My Soul for years. I had to call them to reset my password and that turned into a huge saga. It takes too long to get through but otherwise you can't even connect. I disconnected from them and had to call few times to get a refund on the credit that was on the account. I will never use them for anything ever again.

Souless fone company – After five years of having problems opening their monthly email invoices, ditched them today after discovering they had restricted my home telephone service because I hadn't updated an expired credit card...and charged me $11 for the experience. While Soul's sister company, TPG, managed to send me a separate email (to their bill) asking to update… Read more

my card for internet and mobile fone services, Soul buried their request in a monthly invoice.....which I couldn't open. End of the day, after years of being a good customer who pays by direct debit each month, couldn't believe the attitude of person on the end of the fone in, I think, the Phillipines, when I asked her to wipe the 11 bucks. Three hours later I was a new Internode customer. Goodbye bad attitude. Not complete rip-off merchants Shocking invoice software and bad call centre attitude to customers

Wont compete as they don't have the services – For the past 3 years I have been a customer to SOUL communications who I entered into a contract to supply my household with home phone and internet services. I have been billed by the company in the area of $70 per month for these services. I understand that in the past the company has evolved into SOUL and TPG which has split my bills. I have… Read more

recently begun enquiries to bundle my internet and home phone service. My initial calls to both TPG and Soul I was unable to be assisted as it was not understood by the operator what I was requesting or that I was a customer and receiving bills from both companies. It took me several phone calls to each TPG and SOUL to finally have a TPG operator acknowledge I have an account and transferred my call to SOUL.

Irrelevant of the cross ties and drama’s between each company there should be a workable solution for the customers that have had accounts prior to any buy out or merger between the companies.

I am now left with the response, even though TPG and SOUL currently have my account separately, that I am unable to be assisted with being supplied a phone and internet package.

How can a business, that only exists through customers using services and paying their accounts, turn people away?

I am currently being supplied and am paying for these services how come you cannot offer a current package?

The last response from an operator, when I asked why I couldn’t have a bundle organised between the companies seeing as neither could do this singly, was virtually “we can no longer help you.”

If this is the corporate response why don’t TPG and SOUL send out letters to this effect to customers to ease the stress and disappointment when they are under the illusion that the company should be able to find solutions for customers paying for their services?

I am not sorry but due to the terrible lack of customer assistance from the corporate body, (lets face it they steer and train the staff in this manner), I find I have no response but to leave and spend my money with a service provider who will provide a service. I find it amusing that both internet sites advertise that SOUL & TPG are one company. No issues with them taking the money Lack of any service solutions

Terrible – The worst organisation that i have ever had the misfortune to deal with, have been to the ombudsman 3 times to solve disputes with them. Nothing to like about it. Bad line quality, shocking service, operators dont understand english & are rude, when you ring them expect at least a 15 minute wait listening to their ads.

Terrible – Go through a different company,all this company has done to me is stress me out.its highway robbery..ive waisted more time phoning them and it's all been a waist of time. The price is great if you only pay one bill Phone waiting is long and they hang up on you when you have been on hold for 40 minutes,that really makes me angry.they have been… Read more

sending me other phone bills with my name and address with a different phone number.now i have a bad credit rating for refusing to pay bills that are not even mine and soul have done nothing about it.i don't mind paying my own bill but not somebody elses.i just can't afford that.

Terrible – Terrible service, untrue to their promise of a capped plan and very quick to charge overdue fees when no bill sent. Easy to connect to. A capped plan is not actually "capped". Did not receive bills on two occassions over a period of 18 months and then were charged late fees on the account on both occassions. No-one at the company seems to be "Australian" constantly talking to people who "don't understand" or don't care.

Bad – As everyone else says, getting through to speak to the sub-continent operators takes over an hour. If I have to call their so called customer service I generally call it, put it on speaker phone and then go about my business as I know they won't be answering anytime soon. Also they don't answer emails, so don't even bother using this service as… Read more

advised by their website. Their operators always need to put you on hold to talk to their 'supervisors' or 'other technical department' to resolve issues (if being on hold for >1 hr is not enough) only to be told they will get back to you (they don't). Also their bills generally always contain errors so you need to extra vigilant. I recently had the experience of them back charging me for 7 months worth of calls / fees etc because they forgot to charged me on the monthly bills. No explanation - just pay up. If you do happen to resolve a glaringly obvious error on the bill which they can't deny (like being charged a mobile plan disconnection fee when you've never had a mobile with them) they inform you that it will be subtracted from not this bill, but the subsequent bill. So you still must pay for their error upfront.

Also they don't offer any phone bundling discounts for phone / broadband connections. So in summary - see you later Mysoul I'm off to another provider. (p.s - I only gave them 2 points because the dial up is good) Still on an old $29.99 home + free unlimited dial-up plan. Dial-up gets through nearly everytime & seems to be getting faster now that everyones going over the broadband. The phone works. Customer Service is woeful. They don't answer emails. They make constant billing errors (always in their favour).

Terrible – i would never recommend this carrier, i have home and internet package and each month i am incorrectly billed, then when i refuse to pay until problem is fix they suspend my service and i only get about 2 weeks of the months usage but because i am on a 2 year plan i can't bail for another 18 months and have to pay full bill or i am slugged with a… Read more

1200 contract cancelation fee. the internet drops out all the time and when you have your bill infront of you, your records of calls made and you make you point clear and prove beyond any doubt that soul has stuffed up instead of an appoligy the operator will hang up on you.

the lack of service, the constant incorrect billing, having to spend hours on the phone sorting problems

OK – you have been a good service provider to me over the years i dont want to go els where but when i call you and cant get through i feel it's time to move on so please call me or answer me when i call i am very happy with soul i have been trying to call you for about two months and i cant get through it's about my bill can you please call me on… Read more

0401212645 i want to know why you have sent me such a big bill in december 07 i have not payed it because i want to know why

Terrible – BE VERY CAREFULL IF YOU MUST DEAL WITH THESE PEOPLE. THEY MOVE TO THE COLLECTORS AT LIGHNING SPEED. VERY POOR I joined for the 29.95 broardband Jeeze where do i start. Wrong name on account. Got that fixed. applied for broadband they said 10-14 working days, rang after not hearing anything on the 20th day, they said my order "slipped thru the… Read more

cracks" waited another 10-14 days, this time the router came via courier(wow) but it was under the wrong name that I had phoned them to change. At this stage I said close the account. They did and at that stage the operator said no charges for breaking the contract. Now 6+ months latter they are trying to slug me with phone calls that were not on the account when I was with them. 6 MONTHS LATER. I dindt get the normal please pay bill. I got the PAY NOW OR GO TO THE DEBT COLLECTORS. Rang to sort out 3 phone calls (after they hang up on you) finally got someone explained to them the problem. they said that the chatges were over 6 months old and they would apply a credit to cancel the account. It is still an on going saga. Hopefully something might happen now I have lodged a complaint with the ombudsman.

Bad – Soul needs to be more efficient, and follow instructions so as not to make so many mistakes.After all they are a communications company. I have a mobile phone for emergences. l can store photos and addresses in the phone for filling out forms. it takes at least 40 minutes to get though by telephone and then they run you around for an other half an… Read more

hour. The person on the other end of the phone usually can not detour from the script that they have in front of them .If you ask them another question and they are usually very hard to understand, as their English is not very good.They take money out of your account to pay their fee twice and then wont give back the money but put it in their account under your name for future bills. Thus getting interest on your money.

Terrible – If you are thinking about using this company my advice is DON'T. Their customer service sucks, if often takes days to contact them by phone and when you do they can't even speak English properly. I thought Telstra was bad but, this company is s#*t!!!!! Absolutely nothing. Everything.

Terrible – Very slow response to call speed was slow but did not mind for the price but now I can not get a bundle without paying out my contract which they broke! Tried ringing but got un english person who did not know what I was trying to say just kept telling me how good TPG would be not here with my line so far from the exchange just A LOT less usage!… Read more

joined because they offered unlimited broadband for $29.99 if bundled with home phone was good while it lasted did have to wait over 30 mins to talk Joined up with TPG wanted to put me on 1G with 5G of peak for same price. Gave me an opt out but not for my home phone so can not bundle without being penalised

Terrible – please think hard before you join them and save your money and the stress you can get from dealing with them. 1-services is rubbish 2-your phone number is available for third party company -no privecy 3-the manangment staff they should work in the jungle not in australia 4- no care about the customers

Terrible – This is the worst company I've ever dealt with. Once you sign up with this company (or other companies it owns) it is the start of your nightmare. Absolutely nothing 1.No one ever answer the 'customer service' line, been waiting for 2 hours. Rang sales line, got answered instantly however they transferred me back to the number above or simply just… Read more

hang up on me. Those who think Telstra is the worst telecon I bet you've never been with Soul.

2.Tried to cancel old service and apply for new service due to relocation. They sent me THREE welcome packs with THREE sets of different numbers. Got me really worried as my numbers are bound to ADSL and Foxtel.

3.Got charged a few times for international calls (to Canada??) that I had never made. Again cannot get any response for my email complaint.

4.TPG my ADSL provider were once a good mob to deal with. Quick customer service response, strong technical support. But after it was taken over by Soul it seemed have got infected by the virus. Same thing happened to Digiplus my previous home phone provider.

Terrible – Do not even consider this mob as you will regret trying to save a few dollars. Their service is appalling and you cannot contact them. Their rating should be negative they are that bad. Poor customer service, actually there is no customer service. Will not answer emails. After 30 minutes on the phone on hold I gave up. Rather than answer a written letter they put the collection agency onto me. The worst company I have dealt with ever.

Good – overall a more simple simple compony to belong too both for phone and internet. very little problems with account compared with others tryed. Basically very good for dial up and dial up phone package havnt had too many major problems Sight takes long time to load and offen will not load before time out. basically over the phone service most of… Read more

them have hard time understanding what the problem is. keep your explaination short and they may do. thear pricing list on internet and phone dial up and broudband have got much more complicated.

Terrible – This company should be extinct! Every time you call them for service you could be waiting at least 20 to 30 minutes. And this did not happen only once, it was every time I called! Other times the line would just say that they're busy and to call back later....frustrating! I only ended up with them because I was with Digiplus who was taken over by… Read more

Soul...but I soon got out once I saw how bad the service was. And even when I only had one month left on the Digiplus contract, they wanted to charge me a cancellation of $66! Ridiculous!! Stay away from them!

Very poor slow service

Terrible – Sustained bad customer care quickly tries the patience of the most long-suffering and accommodating consumer. Two weeks of non response to a simple request have me looking elsewhere for a reliable mobile phone contract, even though it may mean cancelling this one 6 weeks ino its renewal. I was on a B phone mobile plan for a few years - the switch… Read more

to Soul was smooth and almost unnoticable until I needed to replace my SIM card. I doubt Customer Service exists. I have phoned many times throughout the course of the day over fifteen days, sometimes listening for 40 minutes to recorded messages. I have faxed and emailed. Finally this morning I pressed the button for "Renew Contract" and actually spoke immediately to a live person! I am now waiting for Customer Care to phone me, but I'm not holding my breath.

Terrible – Soul are a big disappointment. The customer service is so bad its not worth it. The "B" company they bought out was excellent. I stayed around to see if Soul's teething problems would be fixed and even gave them feedback - which took and inordinant amount of my time. Don't go near this company, either they don't get it, or somethings systemically… Read more

wrong and will take a long time to turn around. The plan I've been on for 5 years started with the predecessor company "B" which I highly recommended but don't exist anymore. Soul customer service is about the worst I have come across in telco companies and utilities. The B company customer service was very good, even exceptional but as soon as Soul took over, standards have dropped to between poor-shocker. I came back into Australia needed assistance from Soul at the airport to fire up my mobile (I was still a paying customer whilst away). I ran out of battery power at the airport trying to reach customer service!!! Not only that but they charge you for customer phone calls then cancel with a message to call back when they can take the call. Bad news all round, including billing where you incur charges to pay unless automatic direct debit (don't do it!!, they make mistakes and it'll take hours trying to reach them to resolve the matter).

Terrible – stay away from soul they just dont get it or dont care but they want money on time every month or they charge a late payment fee going back to telstra overall stay away dont go near soul customer service sux

Terrible – The worst service encountered to the point of intentional nastiness. It's one thing to have lazy service, quite another to intentionally avoid customers, mess them around with obvious intentional spite, and be rude to them on the phone. Incredibly bad service. Products sent to the wrong address multiple times. Products not ordered at all!!!!… Read more

Rude argumentative phone service employees. The service is bad to the point of being intentionally evil. Once you sign a contract the bad service begins, it is almost impossible to get through on the phone and when you do they promise to help and lo and behold nothing happens! You then try to reach the person you spoke to, for example a lady named [name censored]. She never answers, you leave messages with your details and she never gets back to you.

I thought Soul might be different than the other major companies in the Australian telecommunications 'Axis of evil' but they are worse.

Terrible – DO NOT GO WITH SOUL AS YOU WILL DEFINATELY REGRET IT!!! They are awful to deal with and its not as if they offer cheap calls to justify their useless customer service. None what so ever!!!!! Customer service is the worst I have ever had. The least amount of time I have waited to talk to someone at anytime of the day is at least 20 minutes, not… Read more

once have I had an appology when I have mentioned the time I have waited and I have called them many times due to incompetance on their behalf. The longest I have waited is 35 minutes, you then talk to someone overseas and the line most of the time has a terrible reception, I have had the line drop out or disconnected several times by soul, after waiting so long, it is so stressful! I started as a B customer 5 years ago (which changed to soul) with two mobile services and they still charged $11.00 on each phone because we took our business elsewhere and even if you are 1 day late with your payment, they charge you $11.00!

Terrible – Do not fall for their seemingly attractive packages. I doesn't make any sense if you can't use it! I think Soul should withdraw their advertising from Tv because they say you 'never have to talk to telstra again' - what a crock - now i have to go back to Telstra just to get my phone working again. Even their support staff are embarrassed about… Read more

the waiting times on hold. pricing & bundled features Have not been able to use the internet since it was supposedly connected 4 days ago and now my phone line doesn't work either!