- Verified customer
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!!
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
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.
- Verified customer
Like I said they're OK. Internet gets a bottled up n slow sometimes on the weekend. Perhaps they need more bandwidth. I was migrated to them by Mynetfone who I had been with for a decade or so. Southern Phone were/are more expensive :-(
Their Accounts Dept needs whipping into place - and I suspect they are using non compliant practices as they have their 'fingers on the boot button' without justification. I think their accounts system is in a mess as they have accidentally booted me off without warnings about 3 times in the last year due to their accounts database not updating automatically.
Technical and Customer Support virtually Non Existent
With VOIP and ADSL services I have found when there is a fault it is almost impossible to contact them. When you call you will be placed on a lengthy hold unless you select the newConnections option, in which case the call is answered within seconds! They have a chat function on their website but clicking on it simply brings up a list of hyperlinks to issues followed by a link to email them!! Phone and internet out for days now. Several emails and calls and either unable to contact or no response!!! I cannot wait until my contract is over when I will be going somewhere with decent customer support.
Clearing dissatisfaction with Southern accounts.
Never had a problem with your service, but your accounting has been terrrrrrible. Better,deeper, wider staff-training seems necessary. Get them up to match Darians level. Without his attention I would have departed Southern. Jim.
- Verified customer
Connectivity/speed is reasonable - price is not super competitive...!
I have been a customer of Southern Phone for about 4 years now. The actual internet service is reasonably reliable. The pricing of the service (ADSL 2 + phone line bundle) is a bit steep in my opinion, at $90/month as the data allowance is moderate but we pay for calls on top of this. I recently called to see if I could get a better package or plan but there were no cheaper options.
Whenever I have had to contact customer service the delays on the phone are monumental - usually 80 minutes or more. I will concede that when I get through to a cu...
Please stay away from Southern Phone - 100% irresponsive - 100% frustrating - Need to be reported
Our ADSL internet service recently got transferred from mynetphone to Southern Phone. This happened entirely out of the blue and all we got was a notification email.
This happened to coincide with us moving out of our property and going overseas. When submitting a cancellation request with mynetphone, they said it was too late and we needed to do it through Southern Phone. Here's where the problems started. Wrote them an email with a cancellation request - got some unrelated automated email request saying to please call them back. Have tried ...about 4 times and gave up after being in the waiting line for more than 45 minutes - who has this amount of time available these days - unaccaptable. Have since wrote them several emails telling them to please contact me directly via email to process the cancellation. All they do is suspended our service (which we do no longer need anyways) and to keep on sending a growing internet bill. It's now 200AUD that they want. Currently in waiting line trying to resolve the issue - same thing..... Does anyone here know if they can sue or report me for an unpaid bill for a verbally already cancelled and suspended (on their end) service? I'm keen to take this to the ombudsman.
I was migrated from mynetfone and unfortunately have been disappointed with the service ever since
1. Terrible communication during migration. I only knew it had been completed when the internet wasn't working and tried getting assistance from mynetfone.
2. Incredibly long wait times on the phone when seeking assistance, often up to an hour, however on last occasion my call was picked-up straight away
3. Due to their error they didn't bill me for the first 3 months, then billed them all at the same time
4. Suspended my service 3 days after I r...
You can't contact them
I was a customer of My Net Fone. Apparently SP took over the telephony side of MNF. I did not know until problems started to arise, with my telephony and internet.
To try & make contact with them is a joke; you are kept in a Q for 30 minutes, if you hang on. They need more CSO to answer phones. I have been without a landline for 3 days (that's how long it took to make contact with them). I'll give them credit that when you do make contact it is with an Australian in Australia, not someone in Madras, Bangladesh or the Philippines. They did sort out the problem once I was able to speak to someone!
Ever since the migration from mynetfone (zero problems for years) the adsl has constantly dropped out. Tonight it’s been 5 times in the last 2 hours. Now there’s nothing.This happens every day. I’ve lost count how many times, and how many days I should be reimbursed for their awful service. Tech crew have been out to fix the problem and yes, they did find a problem in the connection down the street. But it’s kept happening. I’ve called again. Tech guy literally told me that he’s totally fine with the idea of me going elsewhere for my internet,...that it was the cable (lol-What a coincidence) , and that Optus would charge me for a “false claim” (which it isn’t) . New cable. No change. Called again. I’ll wait for the tech crew to contact me tomorrow. I won’t hold my breath.
If you’re thinking about joining - just stop right there!
We are another MyNetFone customer who involuntarily got transferred to Southern Phone, and that’s where the problems started.
1) The connection drops out for up to a week at a time about every month and a half.
2) They gave us 1 day to pay the bill before cutting us off (in whose world is that sufficient time?). Admittedly they have now increased this to 14 days.
3) I have only been able to login to my account once. Since then it won’t let me in, so therefore I have to call every time I need assistance, which leads me nicely to my next point.
Had a small problem which was my own fault,with Payment,but was fixed to my satisfaction,without any fuss.When we phoned up the Company the young lass we talked to was great very helpfull.
WORST! Terrible customer service
Southern Phone took over MyNetFone - I received no correspondence about the changeover whatsoever - no letter, no email, no nothing. Then I received a text message from Southern Phone threatening to cut off my internet because I hadn't paid an invoice. I was on direct debit with MyNetFone. Then when I tried logging into my new account my login/account details were incorrect. I have since spent hours on hold to their team trying to sort this out. The only way I received a response was by publicly complaining on Facebook. Avoid at all costs.
Service is lacking
I was a MyNetfone customer who was migrated to Southern Phone back in May this year. Since the migration I have had nothing but issues, not least being able to contact them and receive response to my email and help desk inquiries. I have currently had my service disconnected for non payment of account which has been paid - not only is it before due date, but I sent a copy of the confirmation of payment. Currently sitting on the line waiting to be answered. I phoned right on opening belieiving that there would probably not be a queue, howeve...r 45 minutes have passed, and am not through. There is nothing on the recorded wait message to indicate how long the wait time is. I am so frustrated that almost every week I have to go through this process to try to get a service that I am paying for. They advertise that they are the biggest provider and talk about service. I have yet to experience it.
- Verified customer
Great AU call centre but rubbish wait times
4* for resolving my 2 issues (1 billing and 1 technical - double NAT/private WAN) courteously, intelligently and swiftly. -1* for the 30+ minute wait time. Dear CEO, please install a callback service like the excellent one that Exetel have - it's nearly 2020 for ****'s sake, not 1990. Excellent, AU-based, service centre staff but a rubbish call wait system, so you need a pot of tea, a plate of biscuits and top up your mobile. The actual service, bandwidth etc., seems to be just like it was with MyNetFone. I did see a reference to Dodo whilst...trying to find out what my issue was - draw your own conclusions from that. The AU-based call centre would star this up there with AussieBroadband in my opinion, if they could just address the obvious backlog of calls. Such an opportunity - just look at the reviews of all the other ISP's - not many over 2*. Please address the call wait times. Thank you. P.S. I have not experienced any drop-outs.
Ok speed. No customer service!
Sadly I think this will fall on deaf ears much like the other feedback on here. Like many others I was part of the MyNetFone transfer to Southern Phone. It took numerous weeks to get them to correct my data with multiple emails back and forth to tech support, then was unable to access their customer portal - more tech support emails. When I couldn't access their portal to enter my payment details, instead of apologising and sorting it out for me, I got a threatening email saying my internet was being disconnected. I spent 2.5 hours waiting to c...ontact someone on the phone over the course of 2 days. It coincided with the service going offline for a day - got onto tech support. Again no apology but a "yeah it looks like you're probably one of the dropout affected ones". After what I can only imagine are about 20 emails to tech support including the one requesting my service disconnection that they still haven't actioned and many hours on the phone I couldn't take it any more. And when I cancelled after a month the only question or comment they had was to promptly inform me I wasn't going to get a refund for the remainder of the month because I was "prepaid". Seriously the worst customer service experience of any organisation I have ever dealt with. Left to join Exetel and it's been a breeze. Good riddance southern phone.
|Category||Internet Service Providers|
|Standard Monthly Price||$80.00|
|Packages Available||Bundle and Standalone|
Visit official website
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.