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- Verified customer
Avoid this company
On Oct 12, 2020, I submitted an online request to have my landline and ADSL2 internet bundle disconnected and my account closed. I received an automated email response saying the request was received. On Oct 15th, I sent a follow up email asking for confirmation that my account was closed. I got no response to that email. On Oct 22 I was sent a bill for $80 covering a period when the account should have been closed. I contacted the company again via online chat (I have kept a copy of the transcript) and they told me the account hadn't been clos...ed yet (they 'hadn't got around to it'). I asked for the account to be closed immediately I was told it would be done in 24hrs. I paid the $80 for the Oct bill and was told I would get a refund for the days when the account should have been closed. THEN, today - Nov 21 - I get ANOTHER $80 bill for an account that should have been closed over a month ago. The bill even shows ZERO internet use and ZERO phone calls because we've disconnected everything at home. I won't be paying this bill and the company needs to stop harassing me.
Still being charged 5 months after disconnection
Since having my ADSL disconnected in June and going with another NBN ISP, I have been trying to get Southern Cross to close my account, but the bills keep coming, and I've spent far too much time explaining the same issue to their customer service team. They've told me their billing department is somehow separate from their customer service, which seems a rather large problem. I've been assured multiple times that my issue is resolved, account closed, no more invoices, but then the fee is deducted from the my credit card anyway – even after the...y claim to have deleted my credit card details so it can't happen again. Then after the hassle of contacting them yet again, they agree to refund the amount which eventually happens – but then the whole thing happens again like Groundhog Day, with arrears for the previous month. After 5 months, I've had enough, and hope the Telecommunications Ombudsman can convince Southern Cross to close my account and refund the latest $113, since nothing I can do seems to work.
- Verified customer
No Customer Service
Dreadful Customer Service. It took weeks to get a reply. Finally, the excuse was she was on long service leave, so I assume only one person in the office. Then they followed that up with a feedback form "Your feedback is very important to us", which I rated as bad, to which they replied with another feedback form. And they keep doing this, at the moment I'm up to form number 10.
I cancelled my ADSL 3 days before our monthly bill cycle. I made sure they cancel it as I dont want to receive another invoice after I settled my last invoice. And guess what I received after a week?- BILL for the next month. I rang and patiently waited for more than an hour just to speak to someone. I was assured that bill was waived. After couple of days I received another bill and now with service charge. I rang and again waited for an hour until Amy answered my call. Again she said she will waive the invoice. I asked her to make sure she do...es it as I am. I even asked if it is possible to send me an email showing zero balance on my account. She said she cant do that. After another 2 days I received an email saying my account is overdue. Now my overdue charge is building up. I rang again and spoke to Gleb. He tried to use every excuses but sorry it didn't work as I have all my paperwork with me. He told me the bill is for the month before we cancelled the service but sorry I have paid for that month and I have evidence in front of me. He then said the cancellation on service takes 48 hours and that's why it wasn't cancelled before the next billing month started. I asked him to check their record to check when I asked them to cancel my service. He admitted it was 3 days before new monthly bill cycle started. Again he cannot use that excuse. When he ran out of excuses he said he will waive the invoice. But until now I am still receiving bill. I am really furious and frustrated. We did not even sign up with this company. We were just handed over by the other company we signed up for our adsl when they decided to discontinue their adsl. We were not given a choice.
Absolutely terrible service. I cancelled my account mid July and have been charged 3 times since then, even after being told that there was an accidental charge and that I would be credited for this. Instead of the credit, I have been charged again, along with a "late fee". I have emailed multiple times with no response, and have been on hold for over an hour with them.
- Verified customer
Southern Phone Are Truly Hopeless. Stop Billing Me for My Cancelled Account !!
Moving residence so contacted Southern phones ~ July 12th. Asked if we could suspend the account as we were vacating the existing unit and our new house would not be ready until xmas. Since then I was billed another $55 in August despite the fact we had left over a month ago. Rang and complained and the bill was reduced to $27.50 and a credit was to be raised. Then September received another bill for $27.50 rang and was told it was a mistake and I was to receive a credit. and the account was cancelled forthwith to avoid further charges. Now Oc...tober just received an email saying we will be charged again for the month of October. Checked my credit card account & I haven't received either credit, just more money taken from my account - it feels like theft at this point. So far (I am currently trying to call them) this call I have waited for 49 minutes so far - their typical speedy service!!
Only problem was waiting on phone for an answer I was number37 so I hung up next day I was number 15 so I stayed and it took 15minutes to get through
Don’t go near Southern Phone!!
Had a lot of problems with speed/disconnections so moved to another provider. Have been charged for the last three months since leaving despite calling them 4 times about it. They don’t answer emails and can’t help over the phone. Going to have to dispute the charges on my credit card and go via the ombudsman to get my money back - a lot of trouble that they could have prevented!
Worst Telco ever!
Since my ISP sold their business to Southern Phone, it's been nothing but pain. Technical support is non existent, no one answers emails or online form, take hours to get hold of them on the phone, just to learn later that billing issues repeat. Called 3 times to disconnect, and they continued to charge me, after customer service ensuring me that it was not going to happen again...
If you choose them for some weird reason, be warned - they are hard to get rid of. You'd spend hours of frustration. It's still not over for me...
Avoid at all cost
I don't usually leave reviews, but this experience has been so bad I just need to warn other people. Avoid at all costs. After the buy-over from MyNetFone the internet became gradually worse. Since a year now I have constant dropouts all day every day, dropping out and reconnecting. At night the internet is so slow it becomes useless. I have tried many times to get in touch with them to fix it. Nothing has been done. Now I have been trying to cancel for the last 3 months but they're not even answering emails. Avoid avoid avoid!
bad systems in place, bad customer service, slow internet, cant say anything good about this company. Their system disconnected our adsl because IT thought we didnt pay our monthly bills but we did. So had to waste hours to call customer service and then they said they have reconnected but somehow the internet wont work. so we decided to cancel it altogether. i still received the next bill even after disconnection and month later i still havent received a refund for the unused days. WHAT A JOKE!!!!!!!!!
Worst company to deal with
Bad service very hard to get problems resolved have had to go through the TIO multiple times & still bad & getting worse have screen shots of speeds paying for ADSL2 + ¬ getting what I pay for am changing providers & would not recommend to my worse enemy
Very good response in answering questions
I have 2 contracts with you and I love the quality of service for the cost is services. I am also thinking of a mobile wifi service. Thanks for the great work.
ADSL2 from mynetfone
They were unable to resolve voip installation issue following port from mynetfone. After escalation to ombudsman complaints office was unable to resolve matter. Some 12 months after leaving I got an email closing my cases. Also wear unable to contact by telephone and account in limbo between mynetfone and southern phone after compulsory transfer of plan.
I automatically transferred to Southern Phone from AusBBS. I honestly have no complaints. I was on ADSL+ plan and speeds were expected as advertised. Paying bills over the phone was a breeze, & the customer service is good. The wait times could be better. I would suggest for a better customer experience to improve the call wait times, otherwise, great work.
Woeful customer service
I was migrated to this company a while back, and everything has been fine until there was a problem. It took 7 weeks to get my phone line reconnected, and it's so far taken 4 weeks from the request to move from ADSL to NBN, and I'm still waiting, with no updates. Every time I call I'm on hold for at least an hour, and often when I do get through the first line hangs up on me rather than transferring me like they say they will. The first line staff are never able to resolve my issues, so there's a second round of being on hold, for about anot...her 20 minutes. The tech support team is hit and miss, sometimes they're great, sometimes they're unhelpful and unfriendly. Just now I've tried to call them, and the phone number doesn't even seem to work.
The worst service and waste time
This is the worst service. Spent 3 hours try to call them but no one. Spent all day too look up on their website but surely nothing, they don’t know what their clients need, all information came up about set up direct billing form my bank account what I absolutely didn’t look for. I will rate them 1 star and share my bad experience on fb group and rate 1 star for realestate who recommended me this service
The WORST. Off and on connection for months. I’ll be lucky if it works for a whole 10 mins at a time
My internet connection and satisfaction of it had went downhill ever since MyNetfone was bought over by Southern Phone. I’ve been having on and off connections for months. Not one time I’ve ever gotten the fastest and smoothest connection. It’s frustrating even more so as we have to be at home at all times because of the pandemic. A house with 4 people living in it fighting for a decent internet connection. After this month, I’m out! Customer service was so far average, but doesn’t change the connection rate. Honestly, I’m missing the service of the previous company (also not the best but better) before unwillingly pushed into this company.
Save yourself the frustration
I was forced to migrate to this company and whilst the people answering the calls are pleasant, It takes me on average an hour to speak to anyone. The actual internet data is sooooo sloooooww. i have been sent 2 different modems and "had the firmware updated" over the phone only to then lose all connection and have to call back and be out on hold for another hour. Have wasted so much time and become so frustrated and now totally over this incompetent service currently waiting to switch companies
Don’t choose Southern Phone
Southern phone have absolutely THE WORST customer service.
You email them and get a reply a few days later, or NO reply at all.
I have sent them MANY emails (over several months) with pics of speed tests and videos attached of how our modem doesn't work properly.
And NO ONE HAS REPLIED to me in weeks and weeks and weeks.
Dobt waste your time signing up with these clowns, take your money elsewhere and get dreat service.
They never call to tell you when your contract is about to end, or about any better deals they may have.
I'd give them MINUS starts if I could, cause 1 star is too good a rating for these clowns.
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