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!
Very poor customer service
On Wednesday 4/9 we had no internet called southern phone got through ok the chap said he would get technical support to ring on Thursday my husband stayed home all day no phone call I had called three times during the day waiting 30 minutes no answer Friday I called from 2.11 waited until 3 pm to get through still a effort to get any support stating it was my fault even though I had been deducting payments still no internet after 3 days what crap customer service
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!
Long wait time 2 hrs+. Fixed soon after problem logged. Continually experience long wait times with frequent dropouts and having to start procedure again. Fault lies with inadequate staffing. Whole service needs a shakeup!
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?
Internet has been average, poor customer service
- Internet speeds are average
- I have been unable to get through to customer service to cancel my service (constantly being told there is a 5 minute wait)
- Poor communication
- Price is ok
Internet kept on dropping out.Phoned southern waited 29 mins then phone cut out.Phoned again waited 40 mins to answer.The man was helpful but could not find the fault,said he would contact me again tomorrow at 12 noon.Waited 2 hours and nothing.
Put in a complaint via their site,6 days later still no contact.
I joined this telco because they have Australians on the other end but whats the point if they do not answer.
Expansive and slow
Got connected to adsl2 and was slow and expansive. Would not recommend for people in rural areas. Mobile broadband is cheaper and faster.
Strange when you ring SP & you press 1 for service, noone answers after 44mins. Then ring again press 2 for sales and they answer in 2 mins!
Service has Fallen Away
I joined Southern Phone years ago and found them quick to answer an enquiry, staff were interested and tried to solve issues, even phoning back. Never had any real problems until....
I have lately changed my mobile service to SP and in an attempt to get the SIM activated (after following all instructions) I waited over half an hour for a very disinterested person who passed me onto technical (another half hour wait?) Still waiting to get it sorted
The ADSL service I have had for years was excellent until 6 months ago and now drops out.
Very disappointing drop in standards and I will have to find another option to NBN with them.
Worst internet service provider. Should have chosen a more competent one.
Set up took 3 weeks. Last company took half this time. was told false information about when my set up would be. Don't trust this company anymore and will be second guessing the information I'm told from now on.
Customer service is really bad. Was told 3 different connection dates for my wifi.
Was also told I would get a letter in the mail a week after the connection with connection details. It's 2017 like why couldn't it be an SMS or an email right after the connection is confirmed?!
What a nightmare!!
Have had huge problems with this company, but only recently. When we first signed up they were fantastic, but with no internet for days at a time, we started the process of getting the problem fixed. What a nightmare! Hours spent on the phone (waiting) and then getting customer service staff who were rude and unhelpful, and then being referred to tech support (more waiting) and then getting ridiculous and conflicting advise. Always evasive and trying to discredit what you were saying, and sometimes downright lies. Got a new modem and the proble...m is now fixed, which is all I was asking for in the first place, the modem is SPC property and part of my package. Now they are trying to get me to pay a late payment fee, for a months payment withheld until I was could get internet, and they are compounding it each month, no other monies owed. $33 is a small amount but I don't owe it and I won't pay it, and now they are threatening to discontinue service. Hard to believe they are willing to sacrifice a long term customer over a stupid amount. But I won't be renewing the contract and certainly won't recommend them.
Please fix connection issues!
We have been a customer of southern phone for over 6 years now and never had a issue up until the last few months where we have been experiencing frequent drop outs, and now we have no internet or phone connection... after an hour trying to contact Southern phone I gave up...not good
Lost our ADSL connection, took me over a week to eventually get through to tech support after waiting endless hours on the phone. One lady I spoke to after waiting for an hour on the phone was good but by the time I got through to her, 6.15pm, the tech support had already gone home, tech support leave at 6pm. All she could suggest was that I try again the next afternoon as I don't get home till 5pm
Eventually got through to tech support after a 3 hour wait on a Saturday, I started ringing from 9am, and although he was helpful the 3 hour wait w...
From loyal fan to bitter disappointment
Come on staff and management; where has all that wonderful service gone to?? Been waiting for over 2 weeks for some sign of life from you.
Very disappointed with service and customer service after 3 years . Live chat should have never come
I have had bad adsl for 3 months, have contacted threw chat and lady ignored my problem ,I asked for complaint number she ignored that , I told her if my bill was late I get a few , then I asked what do we get if we don't get what we pay for ? She couldn't answer just put me threw with tech support that told me I need new WiFi box ,
Guess what new one is just the same , I'm sure they will contact me soon as my bill will be over due , Financial Ombudsman should help me out.
Unhappy with the internet service
My net has been playing up non stop for the last 4-5 months and just recently in the last 3 weeks even worse to the point i now have no internet at all. Have tried calling a few times but the waiting time is ridiculous.... not happy and will sadly be changing back to telstra.
Useless internet services!
My ADSL phone bundle is a joke! Internet drops out continually, internet speed is barely adequate to send emails. I pay over $90 a month and they charged me a fee for a paper bill because their system doesn't recognise hotmail. I will be ending my service as soon as my new provider connects me to the NBN.
The phone company you can never contact
Will someone there please contact me cos i have tried to contact you for three days unsuccessfully. Whats happening there ? I cant get anything from your co.
Southern phone don't answer their phone
As with the rest of the reviews I can't get through to Southern Phone. All the lines are engaged. I left Telstra because of their poor customer service. Now it looks like Southern Phone is headed the same way.
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