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Landline and ADSL function in Tullah, Tasmania.
My landline went suddenly dead on the 2nd July. However, the ADSL still worked. How? They're on the same line. I complained to Southern Phone about the landline, using 'chat' function. It achieved nothing. I used the Southern Phone email and had a satisfactory reply. The technician found the fault in the local exchange yesterday, 13th July, and fixed it. He came to my house to check my landline was working. That was much appreciated.
Closed my account and paid my bill. Got sent some random bill and questioned it. Got told that it had been sorted and closes was a mistake and now have received a notice from a debt collector. Absolute bunch of idiots.
Courteous and Satisfactory
I previously gave Southern Phone a bad review, because of the ridiculous wait times on the phone and the long response times via email. It is unfortunate, because in all the 3 or more times that I have actually got connected with real support personnel, I have been very pleasantly suprised by their polite and intelligent resolutions. They are badly let down by the system that sits between them and us. The ADSL service that I was using was always 100% reliable and met expectaions. I encourage other users to remain patient with the support system...and the poor website implementation, because the actual people behind the wall are very helpful. When I switched to NBN, I went with another provider because of the long delays and barriers in getting through to support. You see, one of the things you have to do by phone is to change your direct debit / credit card info - so you will be waiting 45 minutes every year to do this. Another thing you might want to do is swtich to static IP address - another 45 minutes. Just bear in mind that, like a long-running court battle, your problem will get resolved eventually
What a joke
I currenlty reside in the blue mountains and as soon as there even a hint of rain the internet drops out kinda like sydney trains haha. I used to live in penrith and i swear could have a flood and still be streaming my favourite show while floating around my backyard
If it were possible to rate zero. I would do so.
Most of the time I would just use my phone internet because the southern phone internet wouldn’t load.
Service was aweful too. You had to jump through loops to get anything done. The only time you would get a quick response was if you had missed a bill.
They have been double charging me for months, took $700 out of my account in 1 hit, and are unreachable to fix this issue via email. I've called and been promised a fix, to date this has been going on for 3 months!!
Comedy of Errors
Dealing with Southern Phone was the absolute worst I have ever experienced. Like @mckgnao who posted on 21/11/2020, I am still being billed for an ADSL service that was canceled in August 2020. They even dredged up ridiculously bogus charges that I refused to pay - the last time that occurred I demanded that the CEO send an apology to me but, of course, that was never going to happen. It's such a shame because the previous owners of the company (MyNetFone) were excellent in all respects. All I can say is that I am glad that I never agreed to allow direct debit when Southern Phone took over, otherwise I would be having to spend countless more hours waiting on hold and sending email messages to get my money back.
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.
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.
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!
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