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Southern Phone ADSL
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Gary
- 3 reviews
- ADSL
- 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...Read more
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.5 comments
My a/c number is ACC184271. I have filed a complaint with the telecommunications ombudsman.
Southern Phone C.Southern Phone
Hi Gary,
I can see that one of our case managers are reviewing this for you. They will be in contact to confirm the closure of your account. *Darian
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mckgnaoGreater Melbourne (Inner), VIC
- 2 reviews
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...Read more
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.11 comments
Southern Phone C.Southern Phone
Hi,
I am so sorry to see that this has been an ongoing issue. When you change providers, you want it to be as seamless as possible and I am sorry that this has not been that case. Can you please respo... Read more
Hello Darian, it's ACC114098. Thank you for your quick attention to this.
Southern Phone C.Southern Phone
Hi Hilary,
I apologise for the delay in my response. I have been fixing this for you. I have submitted the disconnection, the reference is #1079636. I have also credited the amount on the as we do not... Read more
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Hobbit25South East Queensland, QLD
- 11 reviews
- 10 likes
- ADSL
- 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.
2 comments
I got to 16 email forms before they stopped
Southern Phone C.Southern Phone
I am so sorry to hear that you have had this continual loop of contact. I can definitely understand how frustrating this must have been for you. Can you please respond with your account number so I can review this contact further for you. *Darian
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Ms JMetropolitan Adelaide, SA
Worst company
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...Read more
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.1 comment
Southern Phone C.Southern Phone
Hi Ms J.
This is really disappointing feedback to read. This sort of thing goes against our values and the experience we try to create for our customers. It's horrible to feel dismissed or neglected ... Read more
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Terrible service
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.
1 comment
Southern Phone C.Southern Phone
Hi,
Thank you for reaching out to discuss your account with us. I know how important it is to know exactly what you are paying for and we definitely don't want you paying for a service that is no long... Read more
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Mike RSouthern and Hills, SA
- 3 reviews
- 4 likes
- ADSL
- 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...Read more
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!!1 comment
Southern Phone C.Southern Phone
Hi Mike,
This feedback is really upsetting to hear. I can understand how frustrating this must have been while dealing with relocating to a new premises and setting your new home up. I would like to l... Read more
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Time waiting
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
1 comment
Southern Phone C.Southern Phone
Hi Glenda,
Thanks for getting in touch and letting us know about your feedback. Naturally, the waiting on the line is not what we want you to have to do, we know that your time is valuable and are so ... Read more
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Dave B.Greater Melbourne (Inner), VIC
- 2 reviews
- 1 like
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!
3 comments
Southern Phone C.Southern Phone
Hi Dave,
This is really upsetting feedback to read. I know how important it is to have an easy transfer from one provider to the next to minimise as much stress as possible. I am so sorry that this ha... Read more
Hi Darian, ACC120042
Southern Phone C.Southern Phone
Hi Dave,
I apologise for any confusion but the latest account that has been sent should have a - next to the amount as your account is currently in credit of $109.90. I have sent you a private message... Read more
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Tom GGreater Melbourne (Metropolitan), VIC
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...
4 comments
Southern Phone C.Southern Phone
Hey Tom. This is really disappointing feedback to read. This sort of thing goes against our values and the experience we try to create for our customers. It's horrible to feel dismissed or neglected b... Read more
y your provider and that's the last thing we want. I am really sorry that we have made you feel this way. I'd personally like make sure I can resolve this for you. Could you please respond with your account number and I will look into this for you? - ShelbyThanks Shelby. Declared values are insufficient. It is about which behaviours are tolerated and which aren't. When tested over time and proven not to be part of your team's behaviour, your declared va... Read more
lues are 'on the paper' only, and they have very little hold in your culture. Looking at other reviews and realising that you have made it to the number 1 most complained about telco, I can see that I am not the only one who holds this view. I thank you for replying. My account number is ACC116711. I have also sent you a formal letter by email, cancelling my direct debit authorisation with you, to stop you from continuing to charge me whenever you feel like. I have notified my bank and have sent them a copy. It is a shame that I have to go through all that, after all the promises made to me by your team. If I am charged for anything in the future, you are doing it without the authorisation, and I will make sure my complaint is heard. Please make sure that the authorisation is registered as cancelled, and please confirm in writing, as I don't expect to hear back from your team. It would be good to see that at least one person in this business delivers on what they promise to do.Southern Phone C.Southern Phone
Good morning Tom,
Thank you for getting back to me and for providing that feedback. I really appreciate it.
I can see the service was definitely disconnected and that the $49.95 charge was credited ... Read more
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lynnSydney, NSW
- 3 reviews
- 2 likes
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!
12 comments
Southern Phone C.Southern Phone
Hi Lynn, there's nothing more frustrating than waiting on a response that never comes! Especially when it's in relation to something as important as your internet connection, so for this I really am s... Read more
orry! We understand that this can make you feel disregarded and that's the opposite of what we want or what we strive for! Before I can investigate this further for you, can you please confirm that you have performed a powercycle? This involves turning your equipment off at the powerpoint for ten minutes. Please then switch the equipment back on and test after another 10 minutes. If you are still experiencing the same issue after performing this, please reply with your account number and I'll get looking into this for you. Cheers - ShelbyYes tried several times. As mentioned have been in touch many times but nothing has been done for a final fix. I’m cancelling. Only when I leave a negative review you decided you want to help
Southern Phone C.Southern Phone
Hi Lynn,
I am really disappointed to hear that you are considering leaving us. I am more than happy to look into this and try to get this sorted out for you. If you'd like me to look into this for you... Read more
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QKiNew South Wales
- 2 reviews
WORST COMPANY
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!!!!!!!!!
12 comments
Southern Phone C.Southern Phone
Hi there, thanks for your feedback on your internet issues, it's not at all what we want for our customers. We know how important it is to have a reliable service these days, and even more so how frus... Read more
trating it is when you don't so I'm sorry about this! With regards to your bill, I'd like to be able to sort this out for you, can you please respond with your account number and I will get onto this right away! - ShelbyACC122422. I just received another bill for this month after ive cancelled 2 months ago saying i owe $100+ now whereas im waiting for my refund. This is ridiculous. Its a waste of time trying to get m... Read more
e out of your billing system!! Ive been in contact with your customer support at least 2x and ive been told that its resolved. Please have someone who can resolve this to contact me.. Obviously your customer support cannot erase me from your systemSouthern Phone C.Southern Phone
Hi Quenie,
Thank you for supplying those details. I have credited your account and I will ensure that the disconnection has completed. I can understand how frustrating this process has been but I have... Read more
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FEED UPMurrumbidgee Region, NSW
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
3 comments
Southern Phone C.Southern Phone
Hi there,
Thanks for your feedback. It's super frustrating when a service is not running as fast as we'd like, I can totally understand how you feel. Unfortunately, with ADSL and ADSL 2 +, the speeds... Read more
STILL ONLY GETTING 0.18 - IF IM LUCKY 1.20 MBPS COMPLAINED TO TIO & WILL BE CALLING THEM AGAIN TODAY AS YOUR COMPANY IS STILL MAKEING EXCUSES NOTHING HAS BEEN DONE SINCE TIO COMPLAINT IN
Complaint dat... Read more
Southern Phone C.Southern Phone
Hi there,
I can definitely understand your disappointment and frustration with the speeds you are getting and I would like to get to the bottom of this for you. So that I can help you, can you please... Read more
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JAN P.North Queensland, QLD
- 2 reviews
- 1 like
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.
1 comment
Southern Phone C.Southern Phone
Hi Jan,
We work really hard to make sure our plans are cost-effective and good quality for our customers, \so this is really awesome to hear!
If you're interested in a mobile broadband plan, we have a couple of options available:... Read more
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DavidSydney, NSW
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.
1 comment
Southern Phone C.Southern Phone
Hi David, it really is a pain when your phone isn't working, especially in times like these when we can't see our loved ones as much as we would like! Do you mind me asking is your service still with ... Read more
us? If so can you please let me know your account details so I can look into this for you? Keeping in touch is really important to us so I'd love to help get your phone back up and running! Thanks - SamSimilar opinion? Write a review on ProductReview.com.au!
Jefferson D.Sydney, NSW
- 2 reviews
Good Service
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.
1 comment
Southern Phone C.Southern Phone
HI Jefferson,
Thanks so much for sharing your positive experience with us and providing us with some feedback. We recognise our wait times are a little longer than usual sometimes and we work really ... Read more
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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...Read more
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.1 comment
Southern Phone C.Southern Phone
Hi there,
I am really sorry to hear that you have had this experience when calling us recently. I apologise for the inconvenience this has caused. We understand our wait times are longer than usual a... Read more
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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
1 comment
Southern Phone C.Southern Phone
Hi there,
It sounds like you have had a poor experience with us recently and I sincerely apologise for the inconvenience this has caused you. Can you please respond to my private message with your account details so I may assist you? *Shelby
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NicoleMetropolitan Adelaide, SA
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.
1 comment
Southern Phone C.Southern Phone
HI Nicole,
I am sorry to hear that your service is not working correctly. I can understand how frustrating it is to have an unreliable connection. Are you able to respond to my private message with y... Read more
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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
1 comment
Southern Phone C.Southern Phone
Hi Marcus,
I am really sorry to hear that you have been experiencing these issues with your service. Are you able to respond to my private message with your account details so I may assist you further?
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JamieHunter Region, NSW
- 3 reviews
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.
1 comment
Southern Phone C.Southern Phone
HI Jamie,
I am disheartened to hear that you have had this experience with us recently and I am sorry for any inconvenience this has caused you. If you require any assistance, please respond to my pr... Read more
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Questions & Answers
Sorry, there are no questions about Southern Phone ADSL but you can read 129 questions about Southern Phone Broadband.
Details
Category | Internet Service Providers |
---|---|
Standard Monthly Price | A$80.00 |
Service Type | ADSL |
Packages Available | Bundle and Standalone |
Contract | Monthly |
Data Allowance | Unlimited |
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Southern Phone C.Southern Phone
Hi Gary,
th your account number and I will review the account, confirm the disconnection and ensure the appropriate credits are applied for you. *DarianI am so sorry to read this. I can understand how frustrating this must have been. I definitely do not expect you to pay for a service that you are clearly not using. Can you please respond wi... Read more