can I have a southern phone email, without any Acc with any Mobil or NBN
They told me they don't have emails - you have to have gmail, hotmail etc. I use my own domain name hosted by another service provider and acccesses through Outlook. So Southern Phonehave nohting to do with my email except to provide my internet connection. And that won't be for much longer! I'm ditching Southern Phone. Their customer service is appalling and their NBN download speeds way below SIP requirements - probably because they haven't purchasedsufficient bandwidth to support their customer base and so are spreading what they have across too many customers. Look at the ratings Southern Phone get on this site for mobile and internet - average of 1.6 stars out of 5.
Hi Denis, Unfortunately we are not currently offering email services, we advise customers to source email services elsewhere. Popular email platforms are Gmail, Hotmail, Outlook, and iCloud email services, but we encourage you to look around for the best fit for you. Kind regards, -Lily
Message centre number
Hi Merv, You can contact us on 13 14 64 from 8am to 8pm AEST, or you can use the Live Chat service on the website. Please feel free to reach out to us should you require anything else! Kind regards, -Lily
On a number of occasions I have sought assistance by ringing 13 14 64. Only problem being that the call goes straight to the engaged single. So I tried Live Chat who couldn’t help but suggested I call 13 14 64! When I explained that I’d already tried twice without success, the person with whom I was chatting offered to ring me and transfer me to Technical Support. He did but once transferred there was no response and eventually the dropped out. In frustration, I commented on this forum. Surprisingly, I had two responses from Southern Phone. Both wanted specific details so they “could look into it”. Still waiting for an explanation.
why is my NETFLIX DROPPING out all of sudden after 14 months of good signal ? John (Jack) Rogers
I HAVE HAD ANSWERS
Hi John, I am glad to hear that you were able to get through to our Technical Support team as we discussed in our other correspondence. Have you been able to correct this issue? -Lily
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? Respond asap.
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.
Hi Colleen, 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? - Dakota
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?
Hi, 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 Healthier.
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.
Hi Heather, As hard as reviews like this are to read, we really do appreciate your feedback so thank you for taking the time to contact us on this platform! Making you feel confused or pushed aside is the last thing we want to do and I'm sorry to hear that we haven't been more transparent with our information regarding your internet and billing issues. We have one of our Team Leaders reviewing your account at the moment and they will be in contact with you shortly to discuss the summary of events and the outcome you're after. I completely understand and respect your decision to raise a question for the AGL AGM and I hope that you find their response beneficial. Please feel free to reach out if I can be of any more assistance! *Shelby
You maybe interested to know that although my question to AGL was accepted, I was not able to log in and watch the meeting to hear if my question was raised as had to keep an appointment at Moruya to visit for the first time a heart specialist fora rapidly developing heart problem, mainly brought on by stress due to the long illness endured by my husband, plus on top of that Southern Phones interminably extreme waiting times holding on to a phone trying to sort out these many problems with them due to bad business practises, witness yesterday, on the phone for50 minutes, reached number 1 in the queue, to be promptly disconnected, it is no wonder my heart has had enough! do you agree Shelby?
Hi Heather, I'm really glad to hear that your question was accepted! It's disappointing you weren't able to hear the response. I know how frustrating long wait times can be, especially in your situation when you have bigger things on your mind! It's upsetting to think we have added to your stress and for this I'm sorry. I'm glad you have spoken with Nathan today and I understand you have his contact details for any further assistance. Please don't hesitate to reach our here if I can be of any assistance. Have a great day :) *Shelby
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. Leone Vrieling.
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
Hi Leone, 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.
join the un happy club, I was not treated treated well either
Hi Andrew, 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?
HI, I have replied to Yvette so you could contact her if you want my details. Andrew
Hi, is the internet nbn still down. I've had no wifi or internet since the power went down 31st dec. Hope I'm going to being reimbursed and I cant keep sitting on phone waiting for someone to answer.
Good morning Vicki, Thanks for reaching out. I'm sorry to hear that your service is not working at the moment. Are you able to respond to my private message with your account details so I can assist you further? *Shelby
With the Wi-Fi I have a product that only supports 2.4G can I use it(Smart video Doorbell)
You should be able to, signal dropout and slooooow speed is the problem.
Hi Brian, As the connection is via Wi-Fi the service should work. Please do not hesitate to send us an email at info@southernphone.net.au with your account number if you wish to discuss this further. *Darian
Can somebody answer the phone in customer service? That be a good start I think.
I have been calling everyday since Monday, the waiting que is ridiculous. Monday 61min, 96min on Tuesday, Wednesday 2hrs 48min, Thursday 48min, today 47min.. Its really horribly customer service.
Hello Ivana, I am so sorry to hear about the extreme difficulty you have experienced while attempting to contact our team. I have already sent you a private message in regards to this. *Yvette
I have gone from Dodo to you but, am wondering how long it takes for you to transition me, as I am still waiting for Dodo to stop working. It has still been working for the last 5 days, and I'm waiting to use my new Samsung A50 that you sent me on the 6th August. Kind regards Pete, account [Number Removed]
Hi Peter, I am sorry to hear about the wait you have experienced getting your services up and running. I have responded to your enquiry in a private message to ensure your private account details are not on a public platform. *Darian
Have connected wifi but home phone not working how do I get it going
Hi Joyce, Can you please either email us at socialteam@southernphone.net.au with your account details so I can look into this for you. Alternatively, you can call our team on 13 14 64 to speak to our customer service team who can help.
After changing address to a NBN ready retirement village, my folks keep receiving an sms from SP asking them to fill in a form on the NBN site re "new developers" . I've looked everywhere on the site for this form that a resident might fill in. Can't for the life of me find it. Asked SP for further info to clarify this, and they just keep sending the same message. No help. The NBN site, moreover, indicates the ISP is meant to confirm the permission from the owners of the village. This has gone on for a month. Can someone help with this? SP certainly doesn't seem to be able to; they can still send the full bill though - they don't have a problem with doing that.
Hi john007 i sat on phone for a while to talk to actual person when I had a problem which was then dealt with easier than getting frustrated online their response was great sorted out and followed up although the call wait was 15min.put phone on speaker keep listening while doing something else. .im sure they will adjust your bill when they help you.
Hello John, Your parent's new address is not currently listed with NBN, this means providers are unable to complete the connection. To begin the process of registering your parent's address, you will need to complete the Pre-Qualification form online at external link or search “Register your new development” on the NBN Co website. Once all relevant documentation has been submitted and completed their address will be assigned a "LOC ID" which is specific to their address to allow us to place an order for NBN. Please don't hesitate to send us a message to socialteam@southernphone.net.au if you have any further questions or concerns. *Yvette
where and how do I enter my WPA2-PSK KEY
Hello Brian, The key is found on the back of your modem, you should be prompted to enter it when you go to connect to the WiFi. If you have any trouble or you have any questions or concerns, please don't hesitate to send us a message at socialteam@southernphone.net.au.
my parents have been with Southern Phone since 2011. They are seniors in late 70's and early 80's,and they have not had internet service which they have been paying ,for the last 12 months. they have been trying call Southern Phone,and kept on hold for hours,which has caused them undue stress... Also their bill increased more than doubled, without a reason why.... they have cancelled the direct debit through their bank,as you cannot do this process through the website,which is very useless.... i am in the process of reporting this company to the Telecommunications Ombudsman.
Hi. I was having the same trouble with no one answering the 13 number I was calling but I managed to get through on 1800828597 within seconds and subsequently cancelled my account. Maybe try that number!
Thanks , I will try that .....and let you know how I go .. Regards
Hello Als, I am so sorry to hear about the experience your parents have recently had with our team and their service. If you can please send us an email to socialteam@southernphone.net.au I would be happy to investigate this further for you and your family. *Yvette
Hi, sorry to hear about your issue with Southern Phone, these guys are such a drama. I'm yet to experience their cancellation process, not looking forward. Follow SRP advice and let us know how it went?
Thanks for your feed back Much appreciated
Can I have my voice mail removed as I do not use it and therefore do not like the fact that I am being charged for each person leaving a message.
I can definitely remove the voicemail function for you. Can you please send me an email to socialteam@southernphone.net.au with your account number and mobile number so I can complete this for you. *Darian
Dear Darian Thank you for your prompt response with regard to removing voice mail from my mobile. My account number is [Number Removed] and my number is [Number Removed]. Can you please confirm once task is complete, thank you. Kind regards, Lynne
I signed up with Southern Phone Broadband (and phone) on Monday (13th) but have heard nothing since? Should I not have at least had an email confirmation? I have yet to receive a welcome letter and whilst the operator dealing with me was pleasant and helpful (complete contrast to Telstra) she didn't give me an actual time frame as to when my modem and phone line would be hooked up. The property already has NBN.
I am without the internet at home and a phone. Do not really want to keep using my mobile data.
Sounds like they are just swamped with complaints. I have tried to contact them via phone, email, their own website, this website and facebook. So far have only recieved a generic message on this site in response. I replied with my account numbers but still have had no response
Hi Steve, I am sorry to hear that you have not received any information. Can you please email me at socialteam@southernphone.net.au with your account number (if advised) or your full name, date of birth and address so I can locate your order and confirm what is happening. *Darian
I have just been transferred to you from mynetfone and have absolutely no internet service,why? I have been trying to ring you but no one answers the phone, why? Especially as your phone messages say what a big provider of communications you are. d someone please tell me what is going on soon? Sue
Sue, I also transferred from MNF to Southern, I have advised them I am looking to find another provider, mainly due to inter speed crashing from between 25mbps and 40mbps 24/7 from MNF to around 3mbps. My suggestion Dump them now....
Hello Sue, I'm so sorry to hear that your Internet service isn’t working as it should be. Have you tried a power cycle? All you have to do is turn off the equipment (modem) at the wall for 5 minutes and then turn it all back on again. This just helps refresh the connection and gives it a kickstart. If this doesn’t work, please ensure you have your modem set up correctly and that no cords have been removed or plugged into the incorrect sockets. If your modem is set up correctly and the power cycle did not help in any way, please feel free to contact us on 13 14 64 or on our Live Chat option via our website or sending us an email to socialteam@southernphone.net.au. *Yvette
Hi I havent been sent my bill for the month of March-April via email, so I am not able to pay my dues, please help
Hello Barry, I apologise you haven't received your latest statement. If you can please send us an email to info@southernphone.net.au with your account number, we would be happy to have those resent to you. *Yvette
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