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Staggering incompetence, or deliberate rorting?
I contacted Southern Phone on 21st Dec 2020 to ask about their 200gb NBN 25 plan. At the time I was with iiNet, but the best plan they had on offer was insufficient for my needs. I provided my details (including debit card number) and was given an ACC258 484, and told 'too easy', someone would be in touch via sms shortly.
Having still heard nothing by 29th Dec I made contact again, and spoke to Rosa, who informed me someone called Linda had tried to get in touch to find out what kind of roof I had so as to expedite a full installation. I pat...iently explained that I had not heard from Linda, was already fully connected via satellite dish to the NBN, and had provided full details of my requirements in my initial call (simply switching from one provider to another). I was passed on to a Max, who assured me all was in hand, and I would be contacted, again via sms, very shortly. Still having heard nothing from Southern Phone by 31st Dec I contacted them again and asked that they cancel my initial request. I would take my business elsewhere. This time I was again spun the line ( I didn't catch this gent's name, unfortunately) that the delay was due to the NBN not knowing what my roof was made of. I pointed out that only the night before I was happily bingeing on Netflix, so I was pretty sure the conundrum of my roof had been solved.
I'm Leaving Southern Phone - Poor Service, Speed and Transparency
After months of me asking for tech help because of drop outs, slow and variable speed, I discovered it was their CVC. Cheaper to handle complaints than buy more CVC.
Still getting charged after cancelling
Similar to other reviews, after cancelling the account, I still have been getting charged.
Their internet was terrible. Non-stop dropout.
And now that I changed to different NBN, I am still getting charged. My acc number is ACC240775
- NBN 50 (Turbo)
- Verified customer
Worst customer service I've had in almost 20 years of using broadband
I've just written to Southern Phone telling them I want to cancel my NBN connection - just 13 days into what should have been a whole new world of faster internet.
My changeover date for switching to NBN: 31/12/20.
My landline and ADSL disappeared on that date.
But no VDSL (NBN) then or since.
Since then,...I've made 4 phone calls to Southern Phone and waited almost 4 hours in queues to try and find out what's the problem. Been twice promised an "escalation" with a callback - neither of which happened. Had a visit from an NBN technician who confirmed that their (NBN) service is reaching and syncing with my modem and that in his opinion they've just not activated my service. Tomorrow, it'll be 2 weeks since my ADSL was cut off and I've received no answer from Southern Phone why I have no NBN home internet. I've had enough and I'm going to find a provider that offers genuine customer service.
Absolute Rubbish! They expect us to be okay with NO INTERNET FOR 2 MONTHS!
We moved houses on the 18th of December 20. We asked Southern Phone to ensure that our new place is ready with a live connection to NBN a month prior to our move. Southern Phone said that it was all okay. We tested the internet connection on the first day that we moved in (18th December 20) and it was not working. Since then i have made countless calls to customer support, a lot of hours wasted on hold and spent explaining my situation. Reluctantly i had accepted the option of a NBN technician call out for the 11th of January (compromising ...3 weeks without internet). Today (11th Jan) i received a short text message from Southern Phone stating that 'NBN have confirmed our appointment for 18th of February'. There was no other explanation. Upon further inquiry we were notified that the technician had to reschedule. They are pointing the finger at NBN and have no other option available for us other than to wait! As a business you should have a good working relationship with your suppliers to ensure customer satisfaction. I am surprised that they haven't even bothered to offer us a simcard that we can use to hotspot whilst we wait. Absolutely unacceptable!!
No dropouts and reliable service
Good service but have had some trouble will accounts, but these have been sorted without much trouble. The crew on computer chat line have been most helpful. Would recumbent for anyone looking for low price low volume service.
*** Will never use this service again ***
To start had no problems with the internet then after a couple of months the connection turned to crap the speed was slow always seems to cut out over night. When then put the speed up again it worked fine for a couple of months but yet again we started having issues. Ours came with 5G network and 4G I believe however the 4G stopped working altogether after a couple of months. Would rather pay extra to have a reliable service.
Really poor customer service.
I purchased a 100mbs package on Christmas day. And was advised by email that they would be in touch within 48 hours (business days). After waiting till the 31st, I called to follow up. Waited over 30 mins on hold, then a further 20 or so on the phone with someone who in the end couldn't help. I then recieved a call from someone else advising that the 100mbps package wouldn't work in my area because it is fibre to the node. I said, that's fine, can you just amend the order. She said no, and wanted me to go back online and purchase a different package. Absolutely ridiculous. I'm really annoyed!
A sham of a company!
I had the account changed over to my name in Oct and signed up for the 50/20 plan. I went through the standard verbal contract agreement and everything was fine. In the lead up to Christmas, I started to receive extremely slow speeds and have called and emailed and discovered their extreme incompetence. They never actually put me on the 50/20 plan and continued the old service from a different account holder, so after two months NBN apparently reverted me back. No one from Southern Phones reached out to advise and after speaking to three differ...ent people and being told things would be sorted in 10 mnutes from one operator, 5-10 business days from another to finally getting 20 minutes to 2 hours and potentially up to two days from the last. So let's wait and see if this actually gets sorted, however unlikely due to their sheer incompetence.
Awful connection cuts out every 10 minutes
Internet keeps cutting out every 10 mins and has been for the past 3 months completely useless dont use this company have had troubles since I have changed over had no problems prior
ELDERLY mother has no landline 5 days now!! Waited in queue 1 hour 27 mins for technician, issue sti
My mother has the NBN home, mobile and Internet bundle with Southern Phone.
I could not reach my mother this morning by her mobile phone nor her landline, the landline has not been working for the last five days, I could not get in touch with her to check on her. Concerned for her I tried to contact Southern Phone for help, it was all down hill from there.( this is not the first time having issues with the Southern Phone/"NBN" and then there lack of customer care or support).
At 8 am this morning 20/04/2017, I rang the Southern Phone, the me...ssage I got was the wait was lengthy and I was 30th in the Q, I hung up and got onto the Southern Phone online chat, but that was fruitless, I was instructed to call the technical team from 9am, There was absolutely no concern for my elderly woman. Due to my young child with fever, I could not ring back at 9am. I rang Southern Phone 2.30pm thinking I may get through this time, after 9 minutes waiting, I explained to a nice operator, the story about my elderly mother, no landline for five days, she listened and then said she could not help me, and she needed to put me through to the technical people, after 1 hour and 27 mins in the call (No option for call back), I finally got onto a Technical operator, who informed me to check the cabling on my mothers Modem and OBI, after explaining I do not live there, they could not assist my mother at all today, my mother she still has no landline, she has missed many calls for various medical appointments and other family members. During the 1 hour 27 min wait, the recorded message continued to refer me to the online Chat, in the past I did hang up and use the online chat for my mother's account however, they always refer you back to ringing the technician. Having experienced this tactic in the past I stayed in the Q. In the mean time, to pass the time, i took many screen shots and recorded the Southern phone messages, I watched two episodes of Homeland, collected the washing made my child's bed, put the bunnies away and ran a bath my sick little one. The wait was fruitless my mother's landline is still not working.
Southern Phone provide a Mobile service, for my wife & I, which suits our requirements
Our two mobile phones are utilised for basic requirements, calls in & out and very little mobile Data.
Total cost per month approx $30. combined.Any queries are attended to immediately. Our landline/NBN thru Telstra.
Will be reporting this company to the Better Business Bureau.
This company has left my 87 year old mother without her only line of communication for over a week and repeatedly missed their own deadlines for repairs. Their customer service have no clue and operate on a blatant policy of deterrence when it comes to fixing any problem. These people are crooks and I will be forwarding the details of my complaint onto BBB tomorrow. These guys are crooks.
- NBN 50 (Turbo)
- Verified customer
keeps on charging after contract termination
Have had multiple issues with this company over 2yrs. A month ago I requested for contract termination per 24-11-2020 and they keep charging my CC with 80AUD (incl 10 dollar late pay fee??).
If you consider them; just dont
Have had no negative experiences over the years I have been with Southern Phone. Why blather on when all I can say is that it is a great AUSTRALIAN service with Australians to talk to when assistance is required
- Verified customer
Avoid this company
On Oct 12, 2020, I submitted an online request to have my landline and ADSL2 internet bundle disconnected and my account closed. I received an automated email response saying the request was received. On Oct 15th, I sent a follow up email asking for confirmation that my account was closed. I got no response to that email. On Oct 22 I was sent a bill for $80 covering a period when the account should have been closed. I contacted the company again via online chat (I have kept a copy of the transcript) and they told me the account hadn't been clos...ed yet (they 'hadn't got around to it'). I asked for the account to be closed immediately I was told it would be done in 24hrs. I paid the $80 for the Oct bill and was told I would get a refund for the days when the account should have been closed. THEN, today - Nov 21 - I get ANOTHER $80 bill for an account that should have been closed over a month ago. The bill even shows ZERO internet use and ZERO phone calls because we've disconnected everything at home. I won't be paying this bill and the company needs to stop harassing me.
Still being charged 5 months after disconnection
Since having my ADSL disconnected in June and going with another NBN ISP, I have been trying to get Southern Cross to close my account, but the bills keep coming, and I've spent far too much time explaining the same issue to their customer service team. They've told me their billing department is somehow separate from their customer service, which seems a rather large problem. I've been assured multiple times that my issue is resolved, account closed, no more invoices, but then the fee is deducted from the my credit card anyway – even after the...y claim to have deleted my credit card details so it can't happen again. Then after the hassle of contacting them yet again, they agree to refund the amount which eventually happens – but then the whole thing happens again like Groundhog Day, with arrears for the previous month. After 5 months, I've had enough, and hope the Telecommunications Ombudsman can convince Southern Cross to close my account and refund the latest $113, since nothing I can do seems to work.
Worst ever is Southern phone
Extremely poor service. I took it because it was cheaper under employee plan. Yeah I am employee and can't get it fixed. Honestly this is worst ever service !
Save yourself the headache and go with a decent company.
DOnt risk it
I joined Southern 5 weeks ago and have faced nothing other problems and incompetence. First they send the data usage updates to the broadband modem and not my phone. Then they charged me 4 add-on data packs for a cost of $40. I complained and they removed that cost and advised they are working on fixing that problem. I lost internet due to Optus tower being upgraded. This lasted 5 days. I was not given a warning that this was going to happen and when I called they couldn't advise what the problem was. 4 phone consultants advised they would find...out and get back to me only 1 did, Steph. She was fantastic and the only reason I am still with them. I have wasted 12 hours of my life in the just waiting for them to answer the phone. Then another 4-7 hours in talking to phone consultants and repeating myself ad nauseum. I still cant get data usage updates. I cant see the usage on their internet portal. I called on Saturday evening and when they finally answered after 43 min they advised me that can't see my usage and they couldn't tell me how much data I had used so far this month.
Worst company ever
Extremely poor and unreliable internet service. We complained multiple times and things did not improve.
When we tried to leave the customer service people tried to gaslight us. They have continuously lied to us. Customer service are extremely unhelpful. I was told it was my fault our internet was unreliable because we chose the basic plan.
We keep getting bills even after they have agreed to stop billing us.
Save yourself the headache and go with a decent company.
Questions & Answers
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
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.
Long term customer ACC134847
No long distance call possible without constant dropping out of connection.
Inability to connect to Netflix , no internet provision.
Can only say the availability & speed is grossly substandard.
It is impossible to phone SP, without constant interruptions, we have been trying for months.
Please contact either me or my husband.
If your not on contract then leave to another provider, southern phones is a nightmare to deal with. If your on contract the only way these people will do the right thing is if you make a complaint to the TELECUMUNICATIONS ombardson , it easy will only take a few minutes, and they are legally obliged to deal with the issue, good luck southern phones is the Worst Telco in Australia
Southern Phone C.Southern Phone
It is upsetting to read that you have had to go through this with your service. Especially in times like these when we are relying on our service to keep in contact with our loved ones.
Have you completed a power cycle with your equipment? This is turning the modem off at the wall for about 10 minutes, then turning the connection back on. This often refreshes your connection and will allow the service to stabilise and work better. *Darian
When can I expect a reply to my letter to David Joss which I sent a few months ago. I rang to check if perhaps he had died or left the organisation but the lady said no, he is still there. She said she would remind him but of course nothing has happened. I seem to recall there were around 17 issues I raised in my email to David. Just not good enough, and when the word gets around (which I am doing my best to spread) then customers will leave in droves and Southernphone will be a thing of the past. I have never heard of a company that relies totally on customers but which has a philosophy of treating customers like objects floating around a sewer. Andrew Frellek, Trevallyn, Launceston.
Southern Phone C.Southern Phone
Thanks for reaching out. I am sorry to hear that you have not received a response to your letter. Are you able to respond to my private message with your account details so I may look into this for you?
|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||A$80.00||A$60.00||A$70.00|
|Service Type||ADSL||Mobile Broadband||NBN||NBN|
|Packages Available||Bundle and Standalone||Bundle and Standalone||Standalone||Standalone|
|NBN Speed Tier||12/1||50/20|
|Max Download Speed||12 Mbps||50 Mbps|
|Max Upload Speed||1 Mbps||20 Mbps|
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