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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
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.
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.
Aside from the fact that the internet is often slow, 2 days ago I lost my internet connection completely. I called 4 times, the phone was never actually answered and it just rings out. I've emailed their customer service but of course there has been no response. It really is a waste of time.
- 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.
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.
- Verified customer
Absolutely terrible in every possible way
I would give Southern Phone zero stars if that was an option.
Similar to issues raised by other former MyNetFone customers - the 'onboarding process' was non-existent (i.e. my internet connection just dropped out one day and I was left trying to work out what had happened), no usage or account information is available 6+ months after the transition, and customer service is slow or non-existent (I'm still waiting on a response to an issue initially raised several months ago and flagged again with Southern Phone several times since 9 Dec).
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!
World's worst internet and customer service
No internet since 4 days. Called 7 times. Average wait time for each call 18-20 minutes. Don't even pick up the call after 4 pm. Call duration minimum 30 mins. First company where tech guy says LBN is not my domain so I can't help. Wait till Monday till someone comes and see your problem. Which means at least 7 days without internet. Beauty is I have already paid for no internet. No compensation no refund.
Not willing to send any tech guy to help and fix the problem. They don't care. Worst people to deal with. Please don't use their service. You would regret!!
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.
- 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...
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!
For the last 2 weeks we have had no internet service. Calling and being left on hold for 30-45 minutes on numerous occassions before being answered with no resolution in site. Despite being told that some one would call back with an update we are yet to recieve one. We are left to tether internet from our mobiles at an added cost to ourselves. We dont have the time to be on hold for a phone call while we work.
Clearly you are unable to provide a service that you are happy to send a bill for. Im sure the telecom ombudsman will be happy to resolve this.
|Category||Internet Service Providers|
|Standard Monthly Price||$80.00|
|Packages Available||Bundle and Standalone|
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