??!
1 photo
Southern Phone Broadband

Southern Phone Broadband Questions & Answers

NBN, ADSL, Mobile Broadband, Sky Muster
1.7 from 1,591 reviews · View Statistics

129 questions from our users

Heather

Heatherasked

Southern Phone Broadband

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.

6 answers
Glenda S.
Glenda S.

I would not have a clue what to do I have found then to be very helpful

Aaron Hayes
Aaron Hayes

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.

Heather
Heather

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.

Leone V.

Leone V.asked

Southern Phone Broadband

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.

2 answers
unhappy
unhappy

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
Southern Phone C.Southern Phone

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

Andrew

Andrewasked

Southern Phone Broadband

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.

3 answers
highcountry
highcountry

join the un happy club, I was not treated treated well either

Southern Phone
Southern Phone C.Southern Phone

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?

Andrew
Andrew

HI,
I have replied to Yvette so you could contact her if you want my details. Andrew

Vicki

Vickiasked

NBN 12 (Basic)

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.

1 answer
Southern Phone
Southern Phone C.Southern Phone

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

Brian D.

Brian D.asked

Southern Phone Broadband

With the Wi-Fi I have a product that only supports 2.4G can I use it(Smart video Doorbell)

2 answers
David
David

You should be able to, signal dropout and slooooow speed is the problem.

Southern Phone
Southern Phone C.Southern Phone

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

Ivana

Ivanaasked

Southern Phone Broadband

Can somebody answer the phone in customer service?
That be a good start I think.

2 answers
Amel
Amel

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.

Southern Phone
Southern Phone C.Southern Phone

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

Peter B.

Peter B.asked

Southern Phone Broadband

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]

1 answer
Southern Phone
Southern Phone C.Southern Phone

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

Joyce B.

Joyce B.asked

Mobile Broadband

Wi fi connected no home phone working

1 answer
Southern Phone
Southern Phone C.Southern Phone

Hi Joyce,
I have responded to your other question requesting that you email or call us so we can help you out. *Darian

Joyce B.

Joyce B.asked

Southern Phone Broadband

Have connected wifi but home phone not working how do I get it going

1 answer
Southern Phone
Southern Phone C.Southern Phone

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.

John007

John007asked

NBN

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.

2 answers
Sharon l
Sharon l

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.

Southern Phone
Southern Phone C.Southern Phone

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 http://www2.nbnco.com.au/industry/new-developments.html 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

Elizabeth J.

Elizabeth J.asked

Mobile Broadband

is the bill enquiries number [131464] a free number

1 answer
Southern Phone
Southern Phone C.Southern Phone

Hello Elizabeth,
If you are calling from a number that is connected with us the call is free. If the number you have called off is not connected with Southern Phone, the charge is set by your provider. Please don't hesitate to send us an email to socialteam@southernphone.net.au if you have any further questions or concerns. *Yvette

Elizabeth J.

Elizabeth J.asked

Mobile Broadband

IS bill enquiries a free number [ 131464]

1 answer
Southern Phone
Southern Phone C.Southern Phone

Hello Elizabeth,
If you are calling from a number that is connected with us the call is free. If the number you have called off is not connected with Southern Phone, the charge is set by your provider. Please don't hesitate to send us an email to socialteam@southernphone.net.au if you have any further questions or concerns. *Yvette

Elizabeth J.

Elizabeth J.asked

Mobile Broadband

is bill enquiries number 131464 a free call

2 answers
Southern Phone
Southern Phone C.Southern Phone

Hello Elizabeth,
If you are calling from a number that is connected with us the call is free. If the number you have called off is not connected with Southern Phone, the charge is set by your provider. Please don't hesitate to send us an email to socialteam@southernphone.net.au if you have any further questions or concerns. *Yvette

Elizabeth J.
Elizabeth J.

Thank you.

brian u

brian uasked

Southern Phone Broadband

where and how do I enter my WPA2-PSK KEY

1 answer
Southern Phone
Southern Phone C.Southern Phone

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.

ALS

ALSasked

Southern Phone Broadband

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.

5 answers
SRP
SRP

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!

ALS
ALS

Thanks , I will try that .....and let you know how I go ..
Regards

Southern Phone
Southern Phone C.Southern Phone

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

computers

computersasked

Southern Phone Broadband

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.

2 answers
Southern Phone
Southern Phone C.Southern Phone

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

computers
computers

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

Steve L.

Steve L.asked

Southern Phone Broadband

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.

2 answers
Kent
Kent

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

Southern Phone
Southern Phone C.Southern Phone

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

Sue W

Sue Wasked

Southern Phone Broadband

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

2 answers
Philb
Philb

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....

Southern Phone
Southern Phone C.Southern Phone

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

Barry Rogers

Barry Rogersasked

Southern Phone Broadband

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

1 answer
Southern Phone
Southern Phone C.Southern Phone

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

John Rogers

John Rogersasked

Southern Phone Broadband

What is the range of my modem you supplied I want to us my smart tv 20mts away would I need a booster if so can you supply or what type or brand? Acc no 589919
Thanking you john rogers

2 answers
Southern Phone
Southern Phone C.Southern Phone

Hi John,
Our Comnect modems generally have a range of around 10 meters. If the TV is around 20 meters away you will either need to look at purchasing a modem with higher capabilities or a booster for the existing modem. Unfortunately, we do not sell boosters but you should be able to purchase these from most electrical shops. *Darian

John Rogers
John Rogers

I have just paid out $99 for a modem from you I thought I might get a good signal now I have been told to buy a booster at another $95 . I have been with Southern Phones for a good few years but I think your service is going down hill, to phone waiting time of 40 to 50 minuets is a bit long dont you think . Thanking you Jack Rogers

Page 1 of 7

Get an answer from our members and Southern Phone representatives

Other Internet Service Providers

Previous
Launtel

Launtel

4.9
(506)
Mint Telecom

Mint Telecom

4.9
(423)
MATE

MATE

4.4
(2,422)
Harbour ISP

Harbour ISP

4.2
(1,194)
Bordernet

Bordernet

4.7
(65)
OntheNet

OntheNet

4.7
(59)
OptiComm

OptiComm

4.0
(381)
Next

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.