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Excellent price, excellent service
Excellent service. No drop out problems. Only once I was on hold for about 40 minutes but that was during bushfires so perfectly understandable. Every other time is fine. The cost is fabulous and I am notified if I am nearing my limit.
Rough start but connected within three days
I attempted to sign up for a new NBN service with Southern Phone. The website was able to autocomplete my address - perhaps the only thing it was able to do correctly! However, the website then claimed that it was unable to verify my address. I proceeded anyway, but upon submitting the form, encountered a server error. After filling out the form the second time, I received a confirmation email stating that they'd be in touch.
The next day, I called them to make a change to my order. I was able to reach someone from their local sales team witho...ut having to wait. However, the sales representative said there were no orders under my name. They suggested filling out the form a third time! I refused since I wasn't sure why they'd expect a different outcome. They said they'd get a member of the online sales team to call me back that day, but they didn't. After posting this review, I was able to get this escalated and finally received a callback. Tech support was even able to provide me with my PPP username/password so I didn't have to wait for it to come in the mail. So rough start, but I was able to get connected all within three days. I was pleased with their all-local sales and support staff, as well as the short waiting times to speak with them over the phone. Don't bother trying to use chat on their website since they're unable to access most things and will just tell you to call them.
I was directed to the area where I could repair my problem.
I have had any number of problems at times, all to do with the awful NBN fibre to the node but customer service has been there to help. I have been with Southern Phone for somewhere in the range of twelve or thirteen years now and remain very happy with their assistance.
- NBN 100/20 (Max)
Impossible to leave
They have continued to send invoices since I cancelled my NBN service.
The items charged are for services not provided.
Each of the last 3 months I have phoned and been "assured" by customer service that the account has been cleared. I received an email last month apologizing and assuring "You will not receive any future invoice from Southern Phone." Naturally, I received another invoice this month.
Liars. Teams are not interested in assisting
How the hell does this company survive?? My issue has been carrying on for two weeks. [Name Removed] (sales TL) apparently sorted this. Was told cant order my modem until nbn matches my address, 3 days letter was matched.
Yesterday got my modem was then told still waiting on nbn. Spoke to a [Name Removed] from tech support who was arrogant and provided no support.
Called again spoke to an [Name Removed] who had no interest in listening kept saying “here we go” no resolution this is disgusting. I will be taking this further! I’m still on the ...phone wasted 2 days off work working from home. 45 min hold then get hung up on? Does your company have call structure ? Do the calls get QA’d?? Is everything scripted? If I didn’t know whats going on i’d place my customer on hold chat to a TL figure out whats going on. I have never in my entire life have been so stressed over a useless company. Listen to my phone interactions over the last two weeks ! Surely your calls are recorded. Enough is enough. I’ve given you two weeks to sort this I have nothing to do now but escalate to the ombudsman. DO NOT USE THIS COMPANY!!!
Check your NBN plan!!!
I signed up for 100/40 plan 7 years ago (before Southern Phone) when Southern Phone took over asyium they offered me the same speed plan and gave me a discount free for 2 months (with a 500gb limited download and speed cap), since then i have never checked my internet account. Recently due to lockdown I have to work from home and I noticed that my speed is not as fast as before, when I login to my account online i can't see any plan information I have to call support to find out that i am on an 25/5 speed instead of 100/40. I was paying $90 per month on 25/5 speed for years. They can't even tell me when my plan was downgraded and support took more than 30min to get hold of. NOT HAPPY!!!!
I continue to be billed after I have closed my account
After closing my home broadband account I continued to be billed. This cycle repeated over many months, despite assurances on the phone that it was 'all sorted' this time. Eventually I went to my bank and asked them to block the direct debit, as I felt powerless to do anything else.
Very pleased with the product.
Reliable. I have had the phone for two weeks with no connection problems. Everything is very suitable for me. I am happy with the current arrangements I have with Southern Phone.
Ongoing issues-poor feedback
My internet has been having ongoing issues for about a year. It's now so bad that I'm on the online chat and can't even stay on, keep disconnecting. Sometimes the outages occur for 12 hours at a time.
To add insult to injury, I have just been charged on my account twice plus a $10 late fee... Even though I pay 1 week early every month.
I can't get through to them as the internet is too slow, ironically.
I am currently writing this review and comparing other companies while I am waiting and hoping for the online chat to reconnect.
My experience with Southern phone.
Overall , customer satisfaction , 10 ouf 10. The only thing is , wen I was approved for my new service , no order confirmation email was given. That's the only thing I was a little upset about .
Worst Internet Provider Ever!!!
Download speeds of 2mbps, continuous drop outs, can only connect 1 device successfully. Customer service a waste of time, put on hold and then made to jump through hoops. Signed up for 500gb plan averaging 20gb for the month barely. Since my partner gave them a bad review on Facebook and divulged our account details we don't seem to have any service at all. All I want now is my service disconnected after 5 months of hell.
Never recommend to anyone
No reply for queries for weeks. Very poor customer service. Internet connection was so slow or even dropping all the time. Same devices worked for closer network well when compared to southern phone
Customer Focussed with better Sky Muster
Sky Muster is our only internet option. Southern Phone have provided professional customer service and a higher quality internet connection with no buffering or congestion as some other providers have.
No problems with Southern Phone and they have always been reliable
Have never had drop outs and have only had one occasion where there was no coverage, and that was way out west of N.S.W. and was only for about 50 Kilometres before returning to normal.
You may die of old age before they answer your call..
Beyond disappointed. You try and ring and after being on hold for around an hour and finally getting to caller number 3 the music mutes and call disconnects . This happens a lot.... if I ever get through it will most likely be my last call as I have been Internet Service Provider shopping while on hold for over the past hour and Aussie Broadband is looking very good :/
Questions & Answers
An NBN technician was supposed to be at my premises yesterday, 05/07/2021 between 8am - midday. We specifically made arrangements to be home the whole day. NO SHOW. No courtesy call from Southern Phones, NBN or attending technician.
Is this your normal standard of service?
I'm looking at other ISP's with very high ratings, 4.5 - 5 star. I wonder if they service my area?
They just keep lying. Got my modem was told my nbn was right to go after that. Missed two days off work cause of this rubbish. Hope you get yours sorted soon. I’m still on the phone 2 weeks later.
I am really sorry to hear that NBN did not attend the appointment and that they did not contact you to let you know what had happened.
Unfortunately we do not receive an update from the NBN Technicians until 24 hours after the appointment.
So i can have a look at this for you can you please confirm your account number?
I have just had my home phone connected to NBN and I can ring out but I can't receive calls. How can this be rectified?
If you haven't already, please complete a powercycle. This is turning your modem off at the powerpoint for 10 minutes then back on again. This will often refresh your connection and allow the service to start working. If this does not seem to work, please respond with your account number and we can review your connection further for you. *Darian
I thought my recent experience with SP was shocking( initial call was to report no internet , but immediately passed to their sales team ,why?, and pressurised into taking on a contract for 2 years , which because of being hard of hearing just could not understand most of the words that were being spoken in a fast mumble, agreed to being in a distressing situation having an extremely ill husband in Moruya hospital, where SP originally began years ago, Now of course sold out to AGL and apparently run on an oily rag, one can ring them and at leasrt 50 minutes later one may finally speak to a “helper” and I have done that many times over the past month, and what is really annoying to see an email pop up saying situation solved , and it hasn’t, one is still at odds with them, have decided to bring this up at AGLs meeting this week being a loyal shareholder, but not for much longer, and hopefully this might make it into the “AUSTRALIAN” business section for everyone to see what has happened to this once great service. Also their billing service is also woeful, full of mistakes, changed my account number without even the courtesy of a email advising this procedure, the list goes on and on, and I refuse to be locked into a 2 year contract
I would not have a clue what to do I have found then to be very helpful
yes their service is a bit spotty, sometimes they are falling over themselves to help and other times useless. Heather I also am hard of hearing and hate doing business over the phone because I always get it wrong and end up saying yes sir yes sir three bags full even when I have no idea what they just said. Fortunately most of the operators I have spoken with so far have had broad Aussie accents but maybe I have just been lucky.
I also contacted them to complain about 12 hour internet outages (see my post elsewhere in this review page) but i just got the usual "we're sorry". When I made a positive suggestion that they have somebody on duty overnight to post messages about outages on their phone answering service and website they did not want to hear about that. Basically Southern Phone is dead to the world from 8pm to 8am and it's impossible to find out any information about overnight outages. All I want to know is:
1. Is it only my place or my street / my area or is it a widespread blackout?
2. Is it going to be off for a short time or a long time so I can make forward plans accordingly?
Not blaming them for the outages which are usually NBN's fault, just blaming them for the poor communication. Then they wonder why there are 200 people in the phone queue which could have been avoided by posting an update on their website. But I guess they don't want to advertise their outages.
And yes I also complained about their INDEFENSIBLE act of changing account numbers and cancelling everybody's online account access (passwords just suddenly didn't work any more, without notice) and once again making unnecessary work for themselves by having a gazillion customers in the phone queue to ask the same question "why am I locked out of my online account access?"
Either they are clueless or they don't give a rat's about customer communication.
Your experience sounds exactly like mine Aaron, direct debit ,which had been going seamlessly for nearly 4 years, stopped ,faced with a bill with a different account number, I dismissed it and waited for the proper bill to appear in my email column, and a month later the next one came with a late payment added on, so on the phone to find out what was going on, but was repeatedly informed just pay up!, after much probing was told there had been a bit of a “glitz” in the new system ,no apology regarding their failure to inform their Customers of this fact, also was told I would have to ring their billing dept to restart direct debit again, which Idid not do being so disgruntled over this affair, and guess what , they started taking my payments again direct from my card! Words actually fail me at how this business is run,I was without the internet for nearly 3 weeks simply due to the fact my order for the new Modem, which they really pushed at me wasn’t ordered as promised, so made the delay much longer, can’t help wondering if these people are on bonuses for selling NBN to customers just fed up with holding on and on when there are so many other things one should be doing, and we accept anything just to get these necessary services back.I then lost my landline as well, went through the usual spell re costs if it was my phone, which it wasn’t , not that SP investigated though, but spent $150 buying a new set to be sure, so am determined to have a shot at AGL ‘s meeting this week, as I’m so irritated with SP, Heather.
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|Category||Internet Service Providers and Mobile Broadband Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||$70.00||$75.00||$95.00|
|Typical Evening Download Speed||10.0 Mbps||38.0 Mbps||76.0 Mbps|
|Max Download Speed||12 Mbps||50 Mbps||100 Mbps|
|Max Upload Speed||1 Mbps||20 Mbps||20 Mbps|
|Service Type||Mobile Broadband||NBN||NBN||NBN|
|Packages Available||Bundle and Standalone||Bundle||Bundle and Standalone||Standalone|
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