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 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 m...e (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. I
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 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!!!
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 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 ea...ch 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 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.”
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.
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 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 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.
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 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 t...o 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).
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 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
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 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
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 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 ...
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 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...
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!!!!!
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!
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
Questions & Answers
Sorry, there are no questions yet.
Get an answer from our members
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.