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Southern Phone Home Phone
- 3 reviews
- 1 like
Customer Disservice More Appropriate
I had a question regarding router/modem security. Unfortunately, I tried Southern Phone's Chat Service. Despite their advisory note that they aim to respond within 10 minutes, there was NO response after an hour. I gave up and tried their 13 14 64 service, only to find I was #56 in a queue. No thanks! So I tried the customer portal. The problem here being that the portal doesn't recognize my account number, despite the account number being included in an email sent to me by Southern Phone about 12 hours earlier. The 1 star rating was given because that's as low as you can go!
Unbelievably frustrating ..........
I was considering changing my mobile phone provider to Southern Phones because of the seemingly good offer they were promoting. I tried on 3 occasions on the advertised number to speak to a customer service person . Each time I was told that I was customer number 30 something and my expected wait time was 25 mins . Each time I ended the call after waiting more than 1 hour.
I then attempted to make contact by the online chat . My question was acknowledged and was told a service personnel would contact me within 10 mins. That was yesterday afternoon and I am still waiting for that contact ................. If that is the service a PROSPECTIVE new customer is given , NO THANK YOU .
Avoid and do not take a chance with Southern Phones.
- Transparency
- Customer Service
- Incentivised Review No
Hi Cathy,
We are sorry to hear that you had such trouble getting onto us recently to place your order. We are very aware of the lengthy wait times that we are currently experiencing, we have made a n...
- 2 reviews
Southern phone fails once again
Once again Southern Phone has sent me an incorrect bill issue date 20/07/2022. According to my analysis of 1 year's worth of cheque stubs supported by information in my bank statements for the last financial year and by my notes and receipts, as of last month I had overpaid by around $80 Southern Phone and yet Southern Phone claims I owe $270. I used Excel to print out for the 2021-2022 financial year a spread-sheet of date of bill, date of payment of bill, invoice number, bank cheque number and how and where the bills were paid, whether at...
Read more the local the post office or through the postal service and sent this with a registered letter about 10 days ago to Southern Phone's office in NSW. All I have had in reply is an incorrect bill of $270. Of course, at present I am also trying to telephone Southern Phone but I am #27 in the queue and past experience of trying to telephone Southern has shewn that this could take as long as an hour of my "wait time" for which Southern Phone offers no compensation for my wasted time listening to inane music. So it will be one more complaint made to the Telephone Ombudman about Southern Phone because if Southern Phone cannot be bothered to reply to my registered letter in writing, let alone acknowledge its receipt by return post, then what else can one do..........................? I am not prepared to waste my time hanging around a telephone because Southern Phone does not seem to employ enough staff to answer enquiries promptly. As I finish typing this, Southern Phone's telephone service is still chuntering away with inane music telling me periodically that all consultants are experiencing unusually long something or others and I am number X in the queue; I am no speed typist.- Transparency
- Customer Service
- Incentivised Review No
Well, I turned off my computer, walked down the hall and listened to the telephone playing inane music until I got the next message from Southern Phone's answering machine. That said that I was now ei...
Read morether number 3 or number 5 (I forget which) in the queue and the "wait time" was 22 minutes. That impressed me so much that I hung up so that I could go about my business. As usual, a 40-45 minute "wait" time. Southern Phone's telephone consultants are nice people and are helpful, but they must get as frustrated as Southern Phone's customers with the service the company allows them to provide. This "wait time" of generally between 45 minutes and 20 minutes has been standard practice in my experience for possibly the last 4-5 years.Hi Bob,
I am concerned to hear about the poor experience that you have had trying to contact us recently.
We do apologise for the long wait that you had trying to reach us yesterday, can I confirm t...
Please reply, as requested in my registered letter to Southern Phone, by post concerning my bill. Southern Phone has my postal address.
As for Southern Phone's "wait" times; Product Review has rece...
Read moreived around 107 comments about Southern Phone's service. It creates the impression that Southern Phone does not care.- 2 reviews
- 3 likes
Disgusting
Got sent a modem but they did not set up my internet about a month later i get a bill for $170 for internet i did not get to use i am now with belong internet and could not be happier do not recommend southern phone for anything pathetic customer service.
- Transparency
- Customer Service
- Incentivised Review No
Hi Hayley,
This is certainly concerning to hear. Can I confirm if you reported this to our Billing enquiry team?
We are able to credit for downtime when services are not working, you can reach out to...
Haha nope tried that just got told i need to pau the outstanding balance
Hi Hayley,
The value would be payable in a couple of different instances, depending on the circumstances on the account. Unfortunately due to the new industry changes that mandate Two Factor Authenti...
Find out how Southern Phone Home Phone compares to other Home Phone Service Providers
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Unbelievably incompetent
I could write an essay about the poor service, contradictory messages and ineptitude of this company, and if I were asked for a recommendation I would say 'avoid them at all costs'. I thought I had finally finished having to have anything to do with them, but I cannot even close the account without it being messed up. I can see by the other messages that my experience is not unique, and it has only gotten worse over time.
- Customer Service
- Incentivised Review No
Hi Jo,
I am very sorry to hear that you have had such trouble trying to close your account. I would be more than happy to ensure that this is corrected and the account is fully closed. Would you be h...
- 6 reviews
- 5 likes
Just can't stop it!
In January this year we decided we no longer needed a landline so cancelled our service with Southern Phone. Only to receive a bill the following month for services after our cancellation. After waiting forever on the phone to their accounts department I was assured that the matter was resolved.
Sure enough, the following month another bill arrived, this time for an additional month's service. I won't bore you with the details but further assurances followed from SP that the matter was sorted and whatever charges were against my name would be...
- Transparency
- Customer Service
- Incentivised Review No
Hi Ross,
This is truly unacceptable and far outside the experience we aim for for our customers. I have located the account, I can see that we have attempted to resolve this on multiple occasions but...
- 2 reviews
Disgraceful service
I applied for a home phone service nearly a month ago for my mother who has dementia and stomach cancer and lives alone. Southern has cut off old service provider and has left her with no working home phone service at all. I have spent a total of 4 hours on seperate days constantly on hold trying to get an answer as to why they cannot connect her service. Both times was finally told they were upgrading my complaint to a priority and a technician would call me back which of course has not happened. Now after reading all the shocking reviews i no...
Read morew have to find another provider and try to cancel the contract and still keep the old phone number as there is no way we even want to use this company anymore. It is disgusting that my mother has no way of reaching out for help if needed which puts added stress on us all. Please think twice before deciding to use this provider.- Transparency
- Customer Service
- Incentivised Review No
Hi Steven,
I can imagine how distressing this would have been for you and your mother, it sounds like there may have been a complex issue with the port that needed further looking into.
I am very so...
The account number is 357801 i do not want you to connect the service i will need to speak to someone about cancelling the contract but also beed to keep my home phone numbet that you ported ovrt fro...
Read morem optus. I am expecting someone to call me on tuesday afternopn as was stated on my last 1 hour and a half pjone call.Hi Steven,
I will not touch the account if this is not what you would like me to do.
Please feel free to reach out should you have any further questions after you have spoken to us today....
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Internet drops out multiple times per day.. Pathetic service. Total rip off.
- Transparency
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- Incentivised Review No
Hi Patrick,
I am sorry to hear that there has been such confusion regarding your service and plan inclusions. The drop outs that you have been experiencing are certainly not normal, nor the experienc...
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Is this really service?
Home phone out again. Can't log an issue on website as I have not been able to access my account for two years and this has never been fixed after several attemps. No mobile reception at our property, so we have to drive 10klms up the road to sit on hold for 30mins and still didn't get through. I give up.
- Transparency
- Customer Service
- Incentivised Review No
Tried to phone again. Line dropped out twice. Going back to Telstra. Pretty bad when Telstra is the better option
Hi Glen,
I am sorry to hear that you are encountering troubles with your landline service. It would be frustrating to not have access to your service at this time, especially given the lack of mobile...
Thankyou Lily, that's helpful. But it's taken 5 days to supply this information. I fear the same will happen when I log an issue via email. I have managed to contact southern via phone, finally. They ...
Read morehave logged the issue and hope the service will be restored by Thursday. Once restored I'll look at switching back to Telstra.Find out how Southern Phone Home Phone compares to other Home Phone Service Providers
Know better, choose better.
- 2 reviews
- 2 likes
Unbelievable inefficiency!
I changed my landline service to another company. I have, however, retained my mobile service because I need Telstra - Optus not being an option where I live. I made repeated contacts with Southern Phone after receiving bills for a service I no longer have and which are increasing each month. After battling with one 'supporter' I then found myself dealing with another who asked me the same stupid questions as the previous one. I could well have done talking to my pot plants instead. I'm sure that I would have had a more intelligent repl...
Read morey. I was at my wit's end and spoke to my new service and, after explaining my position and desperation she went to great lengths to establish that Southern Phone had never transferred the details which they should have but believed that all was now in order. So, (you've guessed it) I have this week received another bill from Southern Phone!!! They seem to have messed up my mobile account as well because it is only $10 per month but I haven't been charged for that! I'm waiting! I certainly don't wish to dodge money I actually owe but refuse to pay for something which I don't owe because of their stupid inefficiency. It is my intention now to go to the TIO. I have all the emails on my computer which I can print off on request. I am elderly but still feisty!- Transparency
- Customer Service
- Incentivised Review No
Hi Angie,
I do apologise that you had such a frustrating experience whilst cancelling your service and porting out. I would like to look into this for you so that I can better understand what occurred...
Hi Angie,
It appears that there may have been an issue when you posted your comment, do you require any assistance at this time?
-Lily
Pressed a button! Yes I do require assistance for which I will shortly be sending via the latest a/c from you. I thought that it had been resolved that I left Southern Phone and went to AGL last Sep...
Read moretember. I am still getting unexplained bills and am thoroughly sick of explaining that I only now have my Galaxy phone a/c with you and which you don't seem to have seperated from my handset a/c. I don't even use your modem any more because AGL supplied me with theirs, as they would! All I'm asking for is a breakdown of the account which you still keep sending to me. I will not be paying for a service which I no longer receive. A rep from AGL established that you had not executed the changeover properly but thought that the matter was now resolved. I need clarity on this. Please don't give me the same old dreary reply about needing my a/c number, etc. etc. I have supplied this many times but will not supply you with my credit card no., simply because I don't feel that I can trust your efficiency.lack of information and slow fix for problem
My landline stopped working. As I have no mobile phone reception where I live, I contacted Southern Phone via online chat on my satellite internet, and was told it should be fixed in 3 days. Southern Phone uses Telstra infrastructure, so i checked Telstra outages online, and there was a landline outage for my area. However it was fixed the next day, but my phone still did not work. contacted SP repeatedly via chat for updates, but they could not tell me anything. Asked them about the terms of their service level agreement with Telstra, so ...
Read moreI could get an idea of when it would be fixed, they could not answer. Phone was out for 10 days altogether. The most frustrating thing was that no-one could give me any timelines or any info about the problem. Not very impressed.- Transparency
- Customer Service
- Incentivised Review No
Good Afternoon,
I am very sorry to hear about your most recent experience with us and I do sincerely apologize for any inconvenience caused....
Read more I would like to be able to assist you with this, so if you could reply with your account number I will follow this up for you. - ShaynaThe phone has been fixed, it was just the complete lack of information during the process, and the fact that no-one would give me any real information about potential timelines for fixing it or tell m...
Read moree what was wrong with it. They just kept saying, wait another couple of days. If i had know at the outset that it was going to be out for 10 days, I would have set up VOIP on my internet.Hi there,
Thanks so much for letting me know.
I can totally understand how frustrating this is and I am really sorry that you were not informed about how long this would take. Generally, if there is...
- 2 reviews
- 7 likes
Disgrace, avoid!!!
Those people are the disgrace to the customer service and service industry in general. Lack of any willingness to help their paying customer. I have no phone or internet for the last almost 48h since Thursday and they telling me to wait until Monday (it is Saturday morning now). Blaming Optus tower, which by the Optus website works perfectly now. My husband phone in Optus is working so... isn't that on you Southern Phone? No manager or supervisor to talk to on weekend (really?).
When I went to Westfield to find the free wifi, to contact them, ...
- Transparency
- Customer Service
- Incentivised Review No
Hi Nina,
I know how frustrating it can be to have a service that is not working properly, especially at the moment when
we need to stay in touch now more than ever. I am sorry that you have been deal...
Hi Shelby, please check all the communication I had woth your company for the last 4 days... i turned off and on my phone countless of times, I spoke with 3 or 4 people from custoner service and still havent recived any help.
Hi Nina,
So we can look into this for you can you please confirm your Account Number?
- Dakota
Find out how Southern Phone Home Phone compares to other Home Phone Service Providers
Know better, choose better.
- 2 reviews
- 8 likes
- Verified
Just doesn't work after 3 months of waiting still no data
It took more than 3 weeks for southern phone to activate the sim they sent me and I still have no data after 3 months being patient I waited too long and should have gone to another supplier which I am about to do as I have now had the account for 3 months and being charged $30 for phone number and data yet after many complaints they state the issue is with them connecting to Telstra for the data, this is very frustrating as I cant use the phone for any internet at all I am sick of their excuses and every time I contact them they state I should...
Read more talk to the account people when the issue is sorted in the mean time they are sending me bills for data that I am unable to use I suggest anyone looking at using southern phone go elsewhere southern phone recently was sold to AGL and although AGL boasts Australian owned it is only 25% Australian the remainder is Chinese and that's the quality of service you receive from southern phone I'm sick of them!!!! Ask for data and get no service.- Transparency
- Customer Service
- Incentivised Review No
Hi Chris,
I am really sorry to hear that you have been experiencing issues accessing the mobile data.
So we can investigate this account and the charges for you can you please confirm your Account Number?
- Dakota
Why do I have to keep supplying this information every time I speak to your staff!!!And every time I speak to them they state the issue is solved when it is not!!!! My acc nmber is ACC223542
Hi Chris,
We have to confirm this information with every conversation we have due to Privacy Laws and to protect your Privacy.
Thank you for confirming this information....
Just the absolute worst company I have dealt with in really resolving issues.
I had my account transferred over to Southern Phone from another company. I stayed with SP as I needed to keep my number and thought it would be the best way to continue on. SP were not able to provide the full services I was provided by the other provider of my VOIP Services. I should have left them then but sill me didn't. result now is that quite some time later I got into financial difficulties and they kept the account going for months and I was not aware payments were not being made. I have Not been able to make payments and now I hae to deal with a debt collector. The collections team are very cold and unforgiving once it gets to delinquent stage.
- Transparency
- Customer Service
- Incentivised Review No
Hi there,
I am really sorry to hear that you have been experiencing this. Of course, I can understand that sometimes things happen and you are not able to pay for the account. I am really sorry for t...
- 2 reviews
- 3 likes
Terrible company - do not sign up
This is the worst company I have ever had to deal with. I agree and recognise all the issues that the other reviewers have mentioned.
Firstly, after 4mths of trying to get a mobile number transferred to Southern Phones for my previous supplier, I gave up. Every time I called I would be told that it would be sorted. I was sent a sim card and was promised it would be connected in the next week. No luck. I never got my mobile.
Re the landline and the internet, every month I am overcharged and mistakes are made. I pay via B Pay and their acco...
- Transparency
- Customer Service
- Incentivised Review No
Hi Bev,
Thanks for your feedback! There are many reasons we can experience delays in connections, and we do understand that any issues with your connection, regardless of where the cause lies, are in...
In relation to mobile, I gave up after 4mth of trying to get a mobile connection. I have already been in touch with two people re the account and everyone says it is fixed but it wasn't. My account number is ACC251156. Bev
Hi Bev,
I am really sorry that this keeps occurring. I have had a look at the account and can see what the issue may possibly be. I am just following this up with our billing team to find out why you...
Questions & Answers
Suddenly can't log in, even though I have the details. I regularly check my data usage not because I exceed my data allowance but because my 19 y.o. son who has an intellectual disability struggles to understand how data usage works, despite my best efforts to educate and support him. Sceptical me is wondering whether the login issues are to stop me checking on his overuse of data because it means more money for Southern. I have sought understanding from Southern about this but they have not budged an iota on the bill. Just another example of the way people with a disability can be exploited. My son likes to watch video clips and can't see a difference between watching a movie on TV and watching one on his phone when he is at the centre he goes to. The difference is the cost for data! Getting back to not being able to log in to my account, I haven't changed my account number or password - ever. What gives Southern? One final whinge - answer your phone!
Good afternoon,
Thank you for reaching out to us today regarding this issue, I do apologise for the trouble you have had recently trying to access your account online.
As of the 30th of June, change...
I don''t have endless hours to sit on the phone. Last time it was 2 hours and still nothing. I hung up when instead of getting further down the so-called queue (if there is one) I was suddenly further...
Read more back in the queue??? Please contact me instead. You have my details. Not good enough.Good Afternoon,
Unfortunately we are not able to make outgoing calls from this platform. If you are needing support, you can call us on 13 14 64 anytime from 8am to 8pm 7 days a week for help.
Kind regards,
-Lily
I need to change account over
Good luck with that! Have been trying for ages now to convince them that I am no longer with them. still keep getting bills and getting the same rubbish replies. Don't think that actual people are answering - no-one can be that dumb!
Hi Brett,
I have provided you with some information regarding the process for this via another question you raised. Please reach out should you need further clarification or assistance with this process, we are here to help.
Kind Regards
-Lily
I need to change account over as my wife has passed away
Hi Brett,
I am terribly sorry to hear this, please accept our sincere condolences in your time of loss.
I have added a link below with information regarding the process to assist you with managing her Estate as stress-free as possible. ...
Get an answer from our members and Southern Phone representatives
Details
Category | Home Phone Service Providers |
---|---|
Phone Services Offered | Business and Residential |
Free International Calls Plan | No |
Plan Type | Home Phone Only |
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Hi Kevin,
Read more affect on the 30th of June. This has affected both our chat and phone lines, as we have higher volumes of callers as well as increased length of calls. The error that you are receiving while trying to log into the portal is likely due to this change as well, as if accounts were not set up in a specific way prior to this coming into affect, you would receive this error.I am sorry to learn of this poor experience that you have had with our service. We have had significantly longer wait times than normal since the implementation of new laws, which came into...