Abysmal customer service
My father-in-law has recently moved from country NSW to Victoria to live with us. In the lead up to his move he has been busy successfully cancelling his local services with a minimum of fuss, with the exception of his Southern Phones services. After at least five unanswered calls to their ironically titled customer service line , completing an on line form, and several circular emails exchanges which simply advised to call there customer service line, we finally achieved a positive outcome on our sixth call (naturally enough, after 20 minutes ...on hold). I do not know what Southern's phone services are like but their customer service is absolutely absymal. The PR spin/responses from the company on this website are clearly hollow as the same problems are reported over and over and not addressed in any meaningful way.
BEWARE!! Worst nightmare.
They refuse to allow us to cancel my fathers (who is dead) account and yet still send increasingly high bills to my dying elderly mother as well as harassing her with threats. My mother has dementia and is in a home. She does NOT use this phone company! The account is in my fathers name and they told us only his power of attorney can close the account, which she wont do. Tried to call them 5 times to sort it out and get told I have no authority to deal with it. Call them and you get at least 45 minutes of waiting for someone to answer. No one answers. Refuse to stop increasing charges yet wont let us cancel account. Harassing and threatening my elderly mother. Their ratings say it all.
Worst service ever
Customer service wait time is dreadful been on 40 mins and still no answer. Internet is slow and have been complaining about it for weeks. Then get an email telling me problem is resolved when nothing has changed. Been with them for 8 years and watched service decline badly. I have finally had enough forget about supporting local I have had enough.moving on!
Just nail one foot to the ground.
My mother who has a heart problem is with Southern Phone she was contacted by a rep telling her to change her plan to save $4.00 per month its easy they said since then no mobile no home phone you cant speak with anyone even if you ring the sales line which they answer straight away funny that hey. They put u through to tech support and tell u your wait time is 7 mins what a load of rubbish. Just ring the communications ombudsman on 1800062058.
Maybe you should spend more time doing what you advertise instead of advertising lies.
So we were to get a call at 6pm tonight and guess what no call they can't even keep there own appointments what sort of company makes an appointment with a elderly lady and then not bother ringing FF Sakes.
No organizational skill what so ever
A lady rang from Southern Phone about upgrading my plan which I accepted was told a new modem would be sent, connect it up and it will work. The new modem was sent, connected it up and sure enough it didn't work, after a week of connecting and disconnecting and a few emails finally got a reply to say they will advise when to connect the new modem. On a Friday the internet went off, no notification as to why, then the usual trying to ring and on hold for god knows how long & after several attempts got through, was told that it was only partially...ported ?? Have now the internet but still no VOIP phone connection. Instead of patting yourselves on the back and blowing your trumpet on how good you think you are, why not try improving your customer service and communicating and do the transfers all in one hit. Be accountable for the jobs you take on.
Guaranteed to ruin your day.
Extremely hard to contact expect to wait at least 30 minutes on the phone with no answer. Extremely frustrating company to deal with guaranteed to ruin your day. Been on phone for over 30 minutes now still no answer. VERY VERY VERY poor customer service.
Disgusting. Landline doesn't work. Customer service non existent. Don't waste your money and safety.
Mobile reception is patchy at best. Landline is held due to mobile reception. Landline is constantly out of action, but not the billing. Lack of timeliness in response to faults
Slow and NO internet connection at all
Very slow internet, most of the time we can't connect. I've only been in Southern Phone for a month, and I already received a call from one of their staff saying that I need to upgrade my plan to be able to get a decent speed with our wifi. He even said, "it's only few dollars extra every month". No apologies, no explanation on why the internet connection was slow in the first place. Terrible connection and terrible customer service.
Awful, don’t go with these guys
The internet connection hasn’t worked once and they’re now trying to charge us for something we haven’t used at all during our 2-3 months with them. They initially claimed that we never called (which obviously we had call logs on our mobiles to back up). They later claimed that we never called to raise the issue, or raised the issue at all. Our calls were to ask about nbn because our service wasn’t working and every time we mentioned our service not working. Yet they say they have no record of it, despite saying that all calls are recorded at the beginning of every call. Not worth wasting your time, energy or money on.
We were transferred from Connexus to Southern Phone.
18/07 No Email/Letter about login details, or disruption from Southern Phone or Connexus
Find out late in the day that Southern Phone are now our providers, there has been no communication about charges or login details up to this point. Phone Southern Phone - they cannot find our name and only can find our address, and there is no Account number. New Router login details are sent, along with new account number and internet service is back up.
22/07 A bill for 2 months and an ema...il saying they forgot to tell us prior 25/07 I phone to complain about the bill and no notification, am told bill will be put on hold. Coincidentally in the next hour Internet Access gone. Phone many times ad are informed that there is a problem with the router, but that is incorrect, this has been checked with our IT personnel. We learn from that our physical ADSL line was transferred to another provider without our authority - only after we follow up with Telstra and Optus. Level 2 Southern Phone Techincal Support tell us that login details given on 18/07 were incorrect!! and they want access to our router! Customer Service refused to put us through to a supervisor. 26/07 Still no contact from Supervisor. Phoned and again got nowhere.
Too slow and no service
They make it too hard to contact their call center. I called tonight, OK it was just 7 minutes before the advertised close time, and they were already closed.
I have two open tickets to increase our plan speed, one for weeks, with no action. To be honest those requests should be no touch to complete.
After moving back to Tuross I was told I had to get NBN to keep my landline phone. It's terrible! Firstly I have at least 3 people, 2 of which are family members and one an 87 year old mum who can't contact me via landline. They just get a message saying the number is disconnected...this has been going on for three months. Both Telstra and Southern Phone have denied there's any issues. I even bought a brand new phone to ensure it wasn't my old one. Also, when we pick it up to dial out, a lot of the time it takes us a few minutes to get a normal...dial tone to ring out. Too bad if it was an emergency; one time took ten minutes! This could mean a matter of life or death! No use relying on the mobile as connections are spurious at best, and drop-outs happen often. The old PMG lines were far more reliable. What makes it worse it costs nearly a hundred dollars a month for a second rate service...NOT happy Jan!!!
Southern Phone - Just don't care
I have an intellectually handicapped brother, bought him a Southern phones sim card and they mailed it to the wrong address, finally got it back and set it up in his phone and now have spent three weeks trying to access the account so I can set up payments for him. Sent about 20 messages to Southern Phones, they never reply or send confirmation emails that make no sense, then after a few days they state the problem is resolved and write it off without ever replying or helping. Tried phoning several times but no one answers the phones. Just can...not get them to help us get onto the account to set up the payments. I have an account number and password that we used to set the account up in the first place but that does not work and there is nowhere to get the password emailed to my email address if we forgot it (although we wrote it down so have not forgot it, it just does not work). We regret using this company, they have the worst customer support ever.
Sorry to let my Southern Phone landline go
I reluctantly left behind my Southern Phone landline service of many years' standing when switching over to VoIP because my NBN internet was already with another good Aussie company, Skymesh. SP's service was the least expensive such service I'd ever had; and outages were repaired promptly. Only negative? SP needs many more staff to meet its growing business; phone queues are long.
TERRIBLE - They don't even want your business.
I have been ringing them for 4 months now trying to swap over from the current provider to Southern, on behalf of my parents' All we need is a land line in a nursing home. I ring them weekly and still get the usual response "we have no further updates" This is even AFTER I rang nbn myself to get the address location ID number, which nbn couldn't give me. Apparently Southern phones are supposed to find that for me, not me find it for them. I tried this twice because Southern's staff member would not believe me when I told them what nbn staf...f told me. Finally we got Southern phones to get the number by ringing nbn themselves (there is a special staff member who has a special phone number for nbn support) but the staff member speaking to me did not know this. So thinking we had it all sorted it is still another month and no word. I have now asked to speak to the Team Leader but apparently the Team Leader has to ring me and I can't be put through to one. So I wait again. Is there any other company that I can use that will save my parents the $20 per month that Southern does, as the current provider is $60, where as Southern, is only $40, but it really is tedious trying to connect with them. I'm wary to even cancel the order now as they have sent out a modem for the landline to work. !! Such terrible service but for pensioners it is cheap. February 5th 2019 Update: Hopeless - Just Completely Hopeless So after writing a bad review as to the wait we have had, to try to cross over to this company - the NBN have finally been out to my elderly parents to connect, but it seems we are told that it will take a whole week for the land line to work. So my parents are 90 and 94 and have NO phone. How does it take 1 week for a phone to work after connecting the modems etc. ??? Any phone tech's out there able to help or is this just another lie? I will be contacting NBN as soon as I have time, to clarify this and get some advice. The NBN techs told my parents it would be about 1-2 hours!! Then the Southern phones consultant told me 24-48 hours, but then she came back with - sorry 1 week!!! This is completely unacceptable. [name removed] if you are reading this - your response to my first preview has not really helped to the degree that it should have. . It has cost us $100 in extra fees with Telstra over the last 5 months) and now we will continue to be charged for another week by them, when we don't even have a phone to use. So there will be another charge for that. How do people in your company not have a conscience after reading such a long list of complaints and the distress it is causing many people. And 71 minutes wait time on the phone is also completely unacceptable - especially when your chat line is also not in operation due to the operators all being busy. This seems to be the only line of communication most of the time. . If your company is getting too big for you - get in some more staff for goodness sake. You cause so much stress to the average Jo Blow that you don't even realize. Very Un Australian.
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Questions & Answers
How come when you have a contract with southern for a set amount for mobile,internet and house phone that are all unlimited calls, when I don’t go over my internet allowance I get charged extra every month, I gave up trying to ring as phones are never answered. So can you please explain the reasoning
Southern Phone C.Southern Phone
There are certain call types that are not included within plan ranges. Can you please email me at firstname.lastname@example.org with your account number and best contact number and I will look into this for you right away. *Darian
I would like to know if there is any mention about a charge for having your phone number transferred to another provider and location, as I have been charged WITHOUT being told. I got the impression that SP weren't happy as they tried their hardest to keep me
Southern Phone C.Southern Phone
Yes, stated in our critical information summaries it does advise that "An $8.00 port out charge is applied if
you disconnect or transfer your service". If you have any further questions or concerns, or you would like us to send you a copy of the critical information summary, please don't hesitate to send us an email to email@example.com. *Yvette
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