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- 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.
Terrible customer service when moving houses
I gave 3 weeks notice to disconnect on the 27th of may for my NBN at my previous house so that I wouldn't be billed for internet i am not using. I originally planned to get internet with Southern Phone at our new home which SP said ADSL was available, however when the technician came to my house he said we could not get ADSL at our property because we live too far away from any town that's fine.
So on the 4th of June I used online chat support to close my account with southern phone (I screenshot the conversation)"[name removed]" said she wou...
it was ok ..but
no complaints with the service ..but waiting on the phone is abysmal .and being put onto a wait list which never happens is beyond belief..account charges without verification is a no no..also no notification as to connection availability to nbn..???
Got transferred from MNF after 7 years with them only to be grossly disappointed. No internet for 2 days and this seem to happen every month around the billing cycle. Was put on hold for an hour but gave up. You should compensate us folks for the number of days we are not getting what we paid for. Terrible. MNF should also be ashame of choose this service to transfer their customers too.
No ADSL. Dropped out for 12 hours+. No customer response. Past MyNetFone customer heading elsewhere
I'm another past MyNetFone customer and was largely happy with their service for 4 years. Transferred automatically to Southern Phone 2 months ago, when MNF ceased. We have had some intermittent problems but nothing too long until today. Offline at least 12 hours. No one is responding on the helpline, nothing on their website to help, no-one to 'chat' with from the link on the website. Surely if they were sorting out things & trying to keep customers, they could sms updates, or bring in staff to copy with enquiries. Now I have found this site. Too many bad cases to be a coincidence. I'm going elsewhere now for sure. Thank goodness I can tether to my phone in the short term
Poor poor service
Gee what can I say
I was with mynetfone And wax transferred to southernphone
Wow what poor service
Totally unusable internet in last few days
When I rolled over they didn’t take my account details so they just froze my account unknown to me
When I ring to cancel service today I have to leave a message for them to call me back
Finally got s call back but as soon as I said I wanted to disconnect they immediately transferred to their disconnection team and wow o wow I am now on call waiting waiting waiting
Gee if it is this hard just to cancel think long and hard about joining them
This should be such a simple request but no they just put you on hold indefinitely ahhhhhh
Please help and just allow me to cancel this poor service
Don't even think about it!
Many years of perfect fast zero problem internet with mynetfone. But now that southernphone have taken over... I'm impressed! Impressed by how truly awful an isp can be! Currently no internet for the past 36 hours and support is unable to say when it will be fixed except that is is affecting a lot of former mynetfone customers and they working on it. Their website is buggy and ugly, support is difficult to get hold of and not very helpful when you do get through. I am churning away just as soon as I possibly can cos I've had more than enough or the worst service! Not to mention numerous billing errors that I had to waste my time on to get fixed.
- Verified customer
Worst Telco I have ever been with
Transfered over from Mynetfone.
Avoid this Telco like the plauge, zero for customer service, incredible slow internet that frequently drops out and if bill is not payed on the day you receive it via email, your plan is suspended. And if paying by bpay, takes up 2 three days to clear so you need to pay days prior to receiving your bill to avoid suspension!!!
Atrocious Customer Service and Charged for Service Two months after Service Disconnected
Was migrated over from Mynetfone after takeover. Has been a amazing with them. But after I wasn't getting the same plan I disconnected service. Two months on still being charged from credit card. Customer service is overseas call centre and communication is via email. Will have to take this to the telecommunications ombudsman to get a final resolve. Stay Away from this outfit.
Absolutely rubbish customer service
Transferred over from MNF and have had nothing but problems with the customer service. I still haven’t been sent a bill. Every time I try and contact Southern Phone no one answers the phone, the chat feature is useless. I leave my details and I get sent emails without content. Most useless company I have ever experienced. I wish broadband would hurry up and roll out in my area so I can go somewhere else. If I could rate zero stars I would.
If I could give zero star I would!
I have never received internet from this incompetent company but I have received bills!
I am another of the mynetfone migrated customers...
The first I knew of the transfer is when my service went down for 48 hours, after several phone calls to both companies I'm informed the outage it is due to 'migration difficulties'
I asked for my service to be terminated - not too hard considering they weren't actually supplying me with anything?!
One month later I get a bill - I phone again, explain again
One week later I get an overdue notice - I phone...
Unsure which way is up
I was another of the people transferred from MNF to Southern. While there was some confusion over the transfer, and i was unable to log in to my online account, the transfer of services was uninterrupted.
Unfortunately, no indication of how the transfer would work and what the charges would be were provided beforehand. I tried to contact SP several times about this and either ended up on hold with no idea of how long i'd be waiting, or received days late replies to my initial email.
As such, because i wasn't getting much confidence from the e...xperience, i decided to switch. I was still required to pay for a month with Southern, which was ok by me, but today i got a notice that payment of this bill was overdue and my services would be cut off if i didn't pay. Only thing is, i wanted to discontinue their service. I told them that, and paid their bill - both last month. "Southern Phone Company Ltd is an unlisted public company and only Local Councils can be shareholders." I wonder if that's part of the problem?
Out of patience
Can somebody please DM me so I can obtain some support and potentially an ADSL 2+ connection? I am a former happy MNF customer and have been buying additional data on my sim plan so I can use my phone as a hot spot. After 20+ years of using ISPs, this is by far the worst experience I've had. I was not even made aware of the migration until after the fact when someone called me (is this even legal?). I don't think skimping on some change management is going to work out so well for your reputation.
I also was transferred after being a happy mynetphone customer for 3 years. Initially I was cut off for not paying bill (as had direct debit with mynetphone), rectified this and was told services were restored. Well this was 3 weeks ago and despite ringing every couple of days it was never restored. I finally gave up and cancelled my account on friday then the next day i get direct debited because it only works after you cancel your account apparently!
The story has been different with everyone I have spoken to in customer service as well. And apprently i cannot get a refund as it's a pre paid service! They have promised me a call back but I have been promised that at least 3 times and never once got a call. Absolutely shocking service!
Longing for the days where internet just worked
I have also been transferred over to Southern Phone from MNF five days ago. The internet was down all day on day 2. I rang mnf to be told I was with Southern now. Rang Southern and they said the service had switched but not the account yet and that's why I have no details about my account or anything so no portal to log into. I noticed they do not seem to have a status page listing outages and when I spoke to them they just said it's out. No explanation of why or when to expect it to be back up. Turned out it was at least another 9 hours at tha...t point. Have since realised that while the service is up once you use a VPN next to nothing works (you can ping and use Bing but not much else). Something else I'll need to find time to sort out but online chat not available in a Saturday afternoon. The communication about the switch over has been terrible. Why would they not email you a couple of weeks before giving you account details, a cut over date and maybe some troubleshooting tips of the things likely to go wrong as I'm sure they are solving the same problems over and over. Just wish I didn't have to deal with this.
Not consistent Internet service
I was MyNetFone customer over 2 years and did not have major issues.
I was switched to Southernphone and started having issues:
-Over 2.5 day no Internet
-Payment issues: I was received an invoice and the due date was the same day - it is not a kind approach.
-Interernet connection is not consistent so there are many disconnections.
-The speed is not fast.
-Customer service is not good
-Tech team is not helpful
I think they need to do some changes about the recent issues. I am now canceling my account.
I was a customer of mynetfone for 10 years without any problems.
I am now (forcibly) migrating from mynetfone to new owners southern phone.
Without any prior contact of migration dates - I got my 1st bill from southern on Tues 12th June with payment due the same day.
My new account can not be accessed online and I cannot get through to support.
My internet connection was cut off on the 12th
THEN - I get a collection notice from a debt collector 2 days later
I still cannot access my account online or get through to support ...
THE NIGHTMARE CONTINUES
They would have to be the worst company I've ever dealt with. I have not had my internet working for over a week now since migration. I have called them every night over the last 4 days, and have been waiting minimum 45 minutes to tonights effort of 1 hour and half (90 minutes) before someone answered. They have still not provided any level of service. I still don't have a working internet. I don't know what to do. I have already been billed for month in advance for internet that doesn't work. I am actively looking elsewhere.
No customer service, no Internet service. I want out!
I share the same bad experiences with the other reviewers here. I too, was a happy MyNetFone customer and was involuntarily switched over to SouthernPhone. I didn't receive an onboarding email or invoice, but did receive a couple of messages telling me I hadn't paid my bill and would be disconnected (even though I had set up auto payments with MyNetFone). I had to make a phone call to prevent this from happening.
The first week was fine, I'm now in my second week and I've been having plenty of Internet issues. The connection keeps dropping out..., and today there is no connection at all. Reading all the other reviews here I wonder how many Internet-less days (!) are ahead... Logging in to the website has been a nightmare. After 45 minutes of waiting on the phone, I finally got through to someone. Unfortunately they can't say when the Internet will be back. I've never had to worry about my Internet connection until I've had to deal with SP. All I can say is that this is NOT a reliable service. Be warned. Do not choose SouthernPhone – and if you got here because of MyNetFone, check your contract and get out of there. That's what I'll be doing. I want out!
|Category||Internet Service Providers|
|Standard Monthly Price||$80.00|
|Packages Available||Bundle and Standalone|
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