Reviewer Photos & Videos
Absolute rip off
Possibly the worst company I have ever dealt with. Have lost countless hrs over the past month due to being on hold for hours most days trying to get my service to work. 12 months ago my internet failed to run my streaming service. I contacted Southern phone and was told I needed a new router as the one they supplied was inadequate. I bought the router they told me to buy but it did not solve the problem. When I contacted them again regarding this they told me I needed to upgrade to faster NBN as I was on an old plan and was only getting 12 Mbp...s and needed 25. So I agreed to a new plan. It was to take up to 2 weeks to start working. After 2 weeks I rang to see what was happening. I was informed that they had made a mistake in setting up the plan and I'd have to wait another 2 weeks. After another 2 weeks and still no word I contacted them again. I got through to a technician who told me the new speed had already started. My streaming services still did not work. The technician spent some time changing a few things then informed me I would need to run cabling to make it work. I went and got cabling but I still have poor service. The next day I found my landline had been cut. Once again called Souther phone to be informed that new service would not work with my current configuration. I.E. the router they told me to purchase. I had to change to another router they had sent me and relocate where it sits. I now have my phone back but now my wifi drops out if I get 3 metres away. I asked yesterday how I could get out of this new 2 year contract and was told I couldn't and would be fined if I tried. I am completely shot with a company I want to leave and below average service. I'm 83 years old and believe I will now have to die to get away from these people. They have broken me.
Even after agreeing to settle dispute after going to ombudsman and sending email with bank details I get no response and no refund
I'm going back to ombudsman
Warning stay away from this company
Always a minimum 20 minute wait to get through to customer service
We rely on satellite
Reliable connection, indicator is blue 99.9% of the time, rarely orange
We have absolutely no problems with NBN
At 1100-1110 hr today
Using ookla, Download 4.7, 10.8, Upload 0.8, 0.0; this range is typical
We started with satellite around 2001 - have 3 dishes over the years
- Southern Phone Broadband
Long wait time on phone and poor speeds
I did not choose Southern Phone, my NBN service defaulted to Southern Phone when my other provider (Amaysim which had excellent customer service) moved out of NBN. Download speeds were unimpressive even after uploading spreadsheets, and connecting directly to Ethernet etc. Calling to rectify the situation took an excessive amount of time …” you are 9th in the queue etc” …..this really wears you out especially when the speed would revert to low speeds after a few weeks. Towards the end rather than waste more hours on phone calls I put up with ...speeds of around 10 to 30Mbps while paying for the advertised “up to” but never reached 100Mbps. I finally decided to cancel my account - this also took a painfully long time , around 3 working days due to a 'system glitch' plus they wrongly sent me another bill which they told me to 'please disregard'.
Shithouse, cant stream the footy! Customer service cant help. Change providers or avoid. There's better and cheaper
Drop outs. Poor customer service. Cant stream footy. Hot spot on my phone works much better. Customer service cant help you. There is better and cheaper avaiable, so shop around.
Courteous and Satisfactory
I previously gave Southern Phone a bad review, because of the ridiculous wait times on the phone and the long response times via email. It is unfortunate, because in all the 3 or more times that I have actually got connected with real support personnel, I have been very pleasantly suprised by their polite and intelligent resolutions. They are badly let down by the system that sits between them and us. The ADSL service that I was using was always 100% reliable and met expectaions. I encourage other users to remain patient with the support system...and the poor website implementation, because the actual people behind the wall are very helpful. When I switched to NBN, I went with another provider because of the long delays and barriers in getting through to support. You see, one of the things you have to do by phone is to change your direct debit / credit card info - so you will be waiting 45 minutes every year to do this. Another thing you might want to do is swtich to static IP address - another 45 minutes. Just bear in mind that, like a long-running court battle, your problem will get resolved eventually
What a joke
I currenlty reside in the blue mountains and as soon as there even a hint of rain the internet drops out kinda like sydney trains haha. I used to live in penrith and i swear could have a flood and still be streaming my favourite show while floating around my backyard
- NBN 50/20 (Turbo)
Awful Service and Waste of my time NOT RECOMMENDED!!
This is a long list of issues but it's worth a read if you were looking at going with Southern Phone as your broadband provider.
Was transfered to Southern Phone after Amaysim broadband went under at no choice of my own but that is fine at the time... However since I was with them I was charged incorrectly every month and had to call or email or both to their customer service to correct this, they would tell me the issue was fixed on the system, Spoiler alert it wasnt. Besides the constant dropouts I had with this service this was the least of ...
I’ve been with southernphone for a while now and I’ve always had great internet service and speeds out at home as soon as I got it activated in 2019. At my new place I had it for a week or so and it was not working it was slow and I had no internet for three days I canceled online and wasn’t impressed when I actually thought you guys where so good since I’ve had you guys since 2019
Shocking coverage Southernphone
MyNetFone sold out to Southernphone and I have to say even being on the basic plan (with mostly only one person using) you have to expect better coverage, It constantly dropped out or you could not get on it. The speed during the day was not good so you can imagine what it was like at night - you just give up on most occasions. In the end you paying for something you are plainly not getting. Did talk to customer service person (which took dedication - 20 minutes on hold) but nothing improved actually it got worse. Sorry Southernphone you worst internet provider ever!!
Don't AUTO DEBIT with this INCOMPETENT ORGANISATION
The right hand has no idea what the left hand is doing at this Australian Call Center - Instead of processing 2 refunds these imbeciles have charged me once more - No wonder decent organizations like TPG go to the Philippines
Definitely would not recommend
I have been with this company for a long time and they used to be great . The last 6 years or so there service has been getting worse. Every day I have to reset my internet and on weekends it can be up to 5 times in 2 hrs just so we can watch a movie. When you ring customer service you are on hold for up to and often exceeding an hr to be told one of two things there is an outage or the problem is with your modem even if it's a brand new one. Today I was told there is a statewide outage in NSW last week it was a statewide outage in QLD that was causing the disruption. Apparently our house moves states. Other people in my area who have different providers have internet during the state outages??. My advice would be to look elsewhere for NBN
If it were possible to rate zero. I would do so.
Most of the time I would just use my phone internet because the southern phone internet wouldn’t load.
Service was aweful too. You had to jump through loops to get anything done. The only time you would get a quick response was if you had missed a bill.
$65 per month for 1mbps speed, woof
Review title says it all. Dropping out completely on most evenings, consistently speed testing at under 3mbps, more often than not speed tests don't work as the connection isn't strong enough to run a speed test. Disappointing.
- NBN 50/20 (Turbo)
Every hour and a half for the past 6 months my internet drops out. I reset my modem once sometimes twice every friggen day! I have called and the tech operator lets me know their is a fault on my connection and it will be sorted but it never changes and they never let me know what the fault is. I never get anywhere near the speeds I pay for. None of these issues were ever apparent when I was with Amaysim, I didn't even have to think about my internet connection, it just worked. These people take over in the dead of night, a new company starts direct debiting from my bank account without being asked or informed and since that time has never been the same.
We are completely disappointed with southern phone internet service due to continuous out of service. The customer service line is not helpful as they disconnecting calls while calling. I have written emails and did chats but nothing worked so far.
They have been double charging me for months, took $700 out of my account in 1 hit, and are unreachable to fix this issue via email. I've called and been promised a fix, to date this has been going on for 3 months!!
PRICING AND SERVICE SECOND TO NONE
It is a new service and cannot supply any details on speeds etc at this stage, but will post further as my service progresses. The pricing is amazing compared with bigger names
Very very good service thank you we do have consistent dropouts the only problem we have is with the internet some the service is shocking keeps dropping out thanks Barry
Good Customer Services
Staff is very professional and friendly.
However the waiting on the phone took at least 20 mins, quite long
However my request to upgrade to Standard NBN 25 had actioned and completed in a timely manner
Questions & Answers
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.
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
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
|Category||Internet Service 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|
Visit official website
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.