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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.
- 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.
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.
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
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
Almost a month of no internet and over charged when terminating
My service was migrated to this terrible company without any choice. I had almost a month of no internet and was not refunded for the lack of internet, despite my house hold not being able to use the internet and needing to hotspot off our mobiles. I then ended the service, but it was a few days after the monthly payment for the next month was debited. They did not refund for the additional days that they were not providing service. Do not go with this company.
Was forcibly moved over to southern phone from mynetfone who I'd been with for 3 years with no issues.
Service was frequently down at 3mb/s (standard 10mbs) in the evening so I decided to move over to AUSSIEBROADBAND who charge the same price as southernphone with a telephone connection and minimum 20mb/s evening speed.(very happy with the service)
I gave 11 days notice to southern phone to shut the account on the 10th of feb, which was one day before I was due to be charged for the following month. Southern Phone responded asking if i was...
Worst experience of my life
I don’t think I’ve ever had to deal with a company like this before. I’ve been trying to get my internet to work properly since 2019, it’s not even funny. They just hung up on me after waiting 40 minutes to speak to someone (not the first time). That’s just disrespectful. I’m trying again, but this time is to cancel the service for good. Lucky I have time today.
Wish I could give 0 stars for 0 service
It's going to be hard not to be aggressive in this review. Southern Phone have charged be several hundreds of dollars for a service that has not worked ONCE for 10 MONTHS. No joke at all. I'm trying to disconnect form their service but they hang up on me. The worst company I have ever dealt with in my entire life. Do not get connected with them. Made my life absolute hell, and even now that I've moved over to Telstra (who are AMAZING), I still can't disconnect from them. I'm disgusted and appalled. Gotten the TIO involved months and months ago and still nothing. Disgraceful.
Worst experience/service ever
After MANY back and forths with this company I am STILL without internet service and no answers. They keep telling me it's been fixed for me to find that it still isn't. I have asked multiple times to be let go from my contract because I am not getting internet service and they just ignore me and tell me that my internet has been fixed when it hasn't. Beyond frustrating.
The worst customer service
Lousy slow internet, with two periods of complete outage since we were transferred last year from MyNetFone (who were generally pretty good) . The first outage in 2019 was 2 weeks long, the latest one in 2020 already 1 week long with no solution. Hours on the phone with nobody knowing what the problem is. Call centre is in Australia which is good but they are all honestly just so clueless. A lot of young kids who are mostly really nice but obviously without much training. On both occasions after many calls they finally claim that another compan...y is trying to steal the account. The first time was apparently a mistake that affected many of their users (it took them a week to figure out) and after 2 weeks they finally got our account/internet back up and running. The most recent time they don't know why it happened and it's going to take 2 weeks to fix! Have recently been affected by bushfires but their service has been lousy for a long time. One example: "Can we please speak to tech support?" "No sorry they have gone home for the night." "But it's 7:20, tech support are there til 8 right?" "Yeah normally. But I think he's gone home early today." Arrrgghhh!! Many small problems that they seem not to be able to fix. Would avoid!
Southern phone, leaving us high and dry over Xmas. Nearly 3 weeks of no internet. Bad customer service.
ADSL service still not working after nearly 3 weeks. Called and exactly on 30 minutes waiting they hung up. Tried online support and they were slow to reply to anything I said. Told me they are experiencing difficulties, told me to turn modem off for 5 minutes and registered the problem as resolved. Sent an email next, they ask a question, I respond and then if Im lucky they will ask me another question. After starting a review here, they took my issue seriously. Trying to resolve my issue was time consuming where I took a day off work to resol...ve. After it got too hard they ignored my messages. I was patient and did everything asked of me. Still waiting after to find out how testing on their end went. Very poor customer service. Website is really bad to navigate too. Really dont like being in a situation where there is nothing you can do except change providers.
5 months since "onboarding" from Mtnetfone - NO usage info or ANYTHING useful on my account portal
Despite a number of contacts with the call centre I have had NO usage information since my account was sold by Mynetfone and "onboarded" to SP. Even a call to the company cannot provide usage details as they don't have them!
They have NO online Network status to indicate outages or system maintenance,
The onboarding was a nightmare. I was told wrong information by both Mynetfone and SP. "You have been onboarded." "No you haven't." "It will take place this week" No it didn't. ...
I got an email from the Managing Director apologising for the ...very poor customer experience and that they had learnt from the experience. I believe that they have been sold to an electrical company and fear the worst. Speed is sometimes very poor and I reset the router about once a week. I won't be staying when the NBN is connected mid next year.
Very poor customer service
It has been a very long time since I have seen such poor customer service. Conflicting information provided from each customer service representative. Long wait times. Rude when on phone. Would not recommend.
I was originally with MyNetFone where the service was excellent and this mob took over. That was 6 months ago. They STILL don't have a proper portal. So things like Billing info, Payments or even your data usage can't be reviewed. A Year 7 student could do a better job after a few classes on webdesign to produce a portal. A lodged two issues over two months ago and neither have been addressed. After an issue with VOIP I called them. It was a total of 90 minutes waiting in three queues being slowly passed up the line. Most of the time I was just...in the queue listening to Musak. I was told that they were flat out with issues over the phone and could only attend to tickets raised via the portal on an "as & when basis". One issue was about slow speeds which went away of its own accord eventually. I'd hate to have an issue where the internet just stopped though. They said they're still working on developing their portal! They've just taken on more than they can handle and Management couldn't give a raspberry! Lots of hot air and aspirational claims on their very thin website. They're a comical outfit. I'd just stay away!
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