- Verified customer
Pity I can't give no stars
Disgusting service, unanswered emails, pathetic all round.
I thought I was finished with this company months ago when I closed my account but they haven't returned my credit and have now started charging me for a number that I transferred to another phone company months ago.
Sometimes you wait for 45 minutes on hold sometime over an hour, one Friday night I spent 1hr and 45 minutes on hold only to be disconnected!!!
Stay as far away from this company as you can.
Horrifying Customer Service - Shocking Organisation
I have 2 Internet accounts that were transferred from Amaysim to these YOBBOS when they sold - It's easy to see why Australians are unable to compete in producing anything or SERVICING anything. Customer Service from this nightmare of a company is HORRIFIC -
Do not use Southern Phone
I have phoned at least 4 times and sent several messages via their website asking that my data allowance on my mobile phone account be upgraded. Every time I phone I get the same response - 'terribly sorry, we will sort it out'. And every time, nothing happens. I will be looking for another provider.
Account overcharging and no ability to fix it - buyer beware!
I have been trying to change my phone plan with Southern for over six months. I've called and discussed the failed multiple requests with staff. They promise to fix it and then nothing changes - still being charged the old (higher) account fees. How hard can it be to change an plan? This company is seriously difunctional.
I have also found the online 'Message Us' tool does not work due to 'invalid' email address bug. I see others have the same issue. Makes me wonder if they don't want to have written complaints on the record. This also needs fixing!
Poor service continued AFTER termination of NBN100 Business Plan
Have been a long term NBN100 Business Customer of Southern Phone. Have had several 'issues' over the past few years which involved failure to provide speed of service being paid for, being disconnected from the service for extended periods (several days to over a week at a time when speed issues were raised) along with other matters. However...this time, I was relocating to another premise (shifting business address) so lodged a cancellation of service request several weeks in advance of the disconnection date. In the meantime, was issued with...an invoice for the service in the month following the requested disconnection date - which was to be direct debited about 10 days AFTER the disconnection. On the day of disconnection, I logged in to the customer portal to see that service showing as disconnected and contract end date on the day disconnection was to occur. All good so far. On the day before the invoice was to be direct debited (post disconnection) I lodged an online request to confirm that I would not be charged for the 'next month' (post disconnection). No response after three days...and today I received a payment receipt from Southern Phone!!! (They direct debited payment in advance for a terminated service). Have now been waiting for over 40 minutes to seek a return of the funds that have been direct debited 'without authorisation'. Terrible experience (again). If you want long call centre wait times, poor service, funds taken without authorisation and zero acceptance of responsibility for continued process failings...Southern Phone is the company for you!!! EDIT: 22 Dec 2020. Stayed on hold for over an hour before being disconnected. Called Business Relationship Manager the following day only to have no acceptance of issue. Was advised that monies taken would be refunded in the following month. No acknowledgement that direct debit of monies as being inappropriate. Avoid this business if you want customer focused support and problem free Business NBN service.
What a joke, waited 9 weeks for a sim activation, 3 months for an internet upgrade from 12/1 to 25/2 and neither happened in excess of a dozen calls made to this telco with no success other than apologetic staff which is in their training manual, now in a fight with them trying to get my daughters mobile number back after they decided to take it back today after 11 weeks which by the way no authorisation was given for them to do this from me or my new telco, absolutely disgraceful
12 Months later and they still stuff up my bill?
We have been through hell with this lot. You report them to the Ombudsman, thinking your going to get somewhere, and Southern Phone still don't get it right? 12 months later and there still stuffing up our phone bill. 12 out 12 stuff up's. Get someone that can add up to do the job.
Southernphone can’t recognise that they are the provider for his landline although his 200gb $80 broadband bundle + Home phone contract say they are.
My Father spent a frustrating amount of time during the week trying to get Southernphone to rectify what he perceived to be an adsl internet problem.
I drove 1.5 hours today to check it for him.
50v on the wires coming in no dial tone.
He had been disconnected.
The problem with getting this resolved is, It’s a SATURDAY.
You would think someone would be available or contactable in this situation.
2 hot days here no landline and poor mobile reception.
I fear for all those Southernphone customers who find themselves in a similar situation during a natural disaster.
The accounts dept. Should be ashamed of them selves. I haven't had a account since September they keep taking money. This has been canceled several times with several phone calls, but can't get through, plus email after email. I don't think I have ever dealt with such a incompetent company.
A shameful example of misleading advertising
Every interaction I have had with Southern Phone has been frustrating in the extreme. Ridiculous wait times when you call them, misleading information when you finally get through and to top it all off they can’t even organise to disconnect a landline service in a reasonable timeframe. If I had a dollar for every apology they gave me I would be wealthy- however their apologies are insincere and meaningless. Never use this company is my advice!
Extremely poor and dangerous for the elderly
My elderly mother has her NBN phone and internet with Southern Phone. They used to be excellent a few years ago but their service is now pathetic. When I ring my 80 year old mother on her landline it is quite often engaged but she is not on the phone. I have to contact her on her mobile (which she is not good at using or charging) or her medical alarm to tell her to turn off the modem, leave it a few minutes, then turn it back on so the landline works again. I have rung Southern Phone so many times about this problem and keep getting the same...answer - "I've fixed it now. There won't be any more problems". But it keeps on happening. This morning she had a fall. She managed to send me an email to tell me. I rang her landline. Surprise surprise. It is engaged again, same problem. I rang her mobile - it kept ringing out because it was in the kitchen and she fell in her bedroom. I rang her medical alarm and that wasn't working (not Southern Phone's fault). So she has 3 telecommunications services and I couldn't get through on any of them. She finally answered the mobile and said she knew her landline wasn't working but she didn't have the strength to reset it. I rang Southern Phone again and got the same lie - "we've fixed it now". That's what they always tell me. I keep asking them for a new modem to see if that helps but they won't give me one. I threatened to go to the Telecommunications Ombudsman as this is a matter of an old woman's safety, and the young guy didn't give a damn. Absolutely pathetic Southern Phone.
WOWWW - Still without service, where do I begin......
My 94 year old Grandma's home phone was/is currently cut-off, since the 29th Sept 2020, when calling Southern phone to report the fault initially, before we knew it was cut off due to NBN cutover, Southern phone had no idea and was looking into it, we end up working out by observing a van across the road with a technician working out of it, upon approach the technician advised the service/technology was redundant and to call your service provider for assistance.
Southern phone being the line "RENTER" if you are NOT provided a specific date of ...CUTOFF from line OWNERS aka Telstra, I personally if I was running a company would be requiring support from the government to apply a ruling of notification to be provided to yourself enabling you to provide this to your customers. With cutoff being told out of Southern phones control I spoke with Matthew from Sales, Matthew confirmed during his sales pitch that "the next home phone" technology to avoid NBN and be setup ASAP would make use of the Optus network tower, confirming that my 94 year old Grandma's home phone number that she has had for decades would be kept and would carry over to the "Next Home Phone" service (no new number required), this since has been told is the problem and that southern phone cannot port the number and she will more than likely be having to obtain a new number. Lucky the upside is my grandma has outbound calls to call triple zero, however this took roughly 8 days for the "next home phone modem" to arrive via postage, may I add no postage tracking details available for the device. Currently any inbound calls continues to say disconnected, so everyday my mum whilst working has to drive to her house if she hasn't heard from her to ensure she is ok. After this she then calls all the family that usually call her on a daily basis to check on her wellbeing to advise, her wellbeing is ok. Still to this day we are receiving text msgs from Southern Phone to my Mums phone whom is the authorised representative (which on one call a different representative declined her as having authorisation) advising the porting of your phone number has been unsuccessful please contact your service provider, we then call southern phone, 3 different team members now on 3 separate calls are have said contact your SP, our response is "YOU'RE THE SERVICE PROVIDER".
Trying to get my Mother a simple basic Home Phone Package
On my 5th attempt at receiving a call from Southern Phones regarding their Standalone Home Phone Service. Utterly disgusting. Avoid Sothern Phones, Telstra and Optus. Just feral completely. Very disheartened
Save yourself - please do not go with southern phone
I thought changing from Telstra where I cannot get to speak to anyone to changing to Southern where I can speak to a person in a call centre in Australia would be a good thing. What a BIG mistake I made. I am changing a landline only for a relative who is elderly, on her own, and has dementia. Southern phones have managed to incorrectly port the line over before they sent the modem out, so the phone stopped working, finally got the modem and now the phone number has not been ported over correctly, she has now not had a phone for over a week. ...What a DISGRACE, this is an elderly lady who needs to be contacted everyday, especially due to her health and in covid times. They just don't care. I was promised to be called back by [name removed] a supervisor, and [name removed] the sales woman promised it was easy and not problem bringing her phone over. If I could give them a minus in stars I would. I regret the day I called them and as of this moment I still cannot get through. I have called three times this morning and wait for approx 40 mins on hold and then the phone drops out. Well done Southern, you have managed to make the call centre in the Phillippines look professional, hope your proud.
My uncle signed up with them in February 2020 it is now August, we have the Internet, mobile and the house phone with The provider.
The house phone has been intermittently working.
And the absolute worst is when the house phone doesn’t work at all now I say is that’s been like 90% of the time.
All in all The service is shocking unless you want to be on the phone for hours at the time and getting nowhere with the phone call or they will say they will ring you back when they don’t
So we have been with southern phone for a few years now and only just upgraded our plan from the 20mbps to 50mbps (because getting only 1/4 speed of what we. Where paying for) and now we are getting 0.01mbps to 10mbps max even though we are paying for 50 and not to mention constant drop outs (40+ a day) and the lack of customer service it has been 4 days since I have requested to be online chat with them and they still haven't responded please please for the love of God don't go with southern phone
My mother joined Southern Phones about nine months ago as a referral from her friend.
She is an 83 year old pensioner and was signed up to the seniors plan which sounded great at the time.
Since joining Southern phones her experience has been appalling.
Her phone only works occasionally and is very unreliable. Her family and friends have to visit her to make sure she is ok which has been difficult during COVID19. Basically her phone doesn't work and she is still paying her monthly bills for a service that does not work.
We have lost track ...of the amount of times my mum has contacted Southern Phones to get help but the problem never gets fixed and she has wasted hours on hold waiting to speak to them. On Saturday she became a Great Grandmother for the first time and after 16 times trying to contact her about the news we still couldn't contact her. This was the last straw.
Unreliable service since signing up two months ago
My sick and elderly parents have missed critical medical phone calls and my sister and I have to keep travelling to their house because we can't contact them by phone - Southern phone landline and mobile have both been unreliable. We've made many calls to Southern phone and even made a complaint to the Telecommunications Industry Ombudsman and we still can't get the issue resolved! This has been extremely frustrating at a critical time, not just due to COVID-19, but the additional stress it has caused for my parents when they both have significant medical issues and depend on a phone service that works.
Land line issues ongoing
Seems to be a problem with Southern Phone unable to provide a service they offer, my mother who is in her 80's has not had a working land line for over 6 monthes. After multiple phone calls, and testing, waiting for someone to answer phone, being put through to technicians again waiting on line, at least once a week, we have finally been told that they are unable to fix the issue. Surely you could have said that in the first place instead of this fiasco you have now created. And to top it off we decided to get Mum a mobile so that she had a phone if needed, guess what 8 weeks later they cannot find the order. The poorest service you could possibly get I dont know how they run a business.
Calling the Ombudsman
My 75 year old mum had been without a reliable landline service with Southern Phone for months. Incoming calls often got a message saying the service was not connected, and often when trying to dial out it was simply a dead line. Not ideal at the best of times, much less during a pandemic. After multiple calls to Southern Phone (and many unsuccessful attempts as the wait times were so lengthy) the fact is we were unable to get anyone's attention to resolve the issue. Exasperated, we decided to find a supplier who was interested in providing...us with a service that worked. When trying to cancel the Southern Phone service, they actually tried to tell us that we hadn’t called them enough times to trouble shoot, and that in addition, mum had to keep paying for the service through to April 2021. I asked how they could possibly justify charging for a service that no-one has bothered to fix, and for their reasoning behind requiring multiple calls to fix a problem - surely just one call advising there is a problem is enough to warrant an attempt to fix it? In the end I was told they would agree to just charging us a $50 fee to 'break the contract’. Southern Phone is ok with proposing we pay them even more money for a service that wasn’t working. Needless to say we are not ok with this. If anything, they owe us reimbursement. I will be contacting the Telecommunications Industry Ombudsman first thing in the morning.
Questions & Answers
Do you service 49089 area?
Southern Phone C.Southern Phone
We service all of Australia. If you would like some more information, please head on over to our website:
I have trouble contacting you on the phone I sat on the line for 35 minutes approximately it dropped out and I called back it dropped out again after 23 minutes. The internet is crappy drops out quite often the phone line is atrocious very noisy. Your techs were supposed to fix it over a week ago. It’s still dreadful
LOL sounds typical of this company, they are woeful, depending on time of day if late in day no one will take your call as they have left for day, our phone line also atrocious and we have been waiting for it to be fixed for 6 monthes. Good luck.
We have decided to switch internet and home phone to another company. We found Southern phone lack of customer service very frustrating on several occasions over the last 12months.
We are very pleased with our new company. We have better internet, more data and faster speed for a cheaper price. After reading several reviews - we are more than pleased we no longer will be dealing with Southern Phone
Southern Phone C.Southern Phone
I am really sorry to hear you have not been able to get in touch with us recently. I apologise for the inconvenience this has caused, I can understand how frustrating it can be when your service isn't working correctly. Can you please respond to my private message with your account details so I may assist? *Shelby
I have also had the run around with Southern Phone, since porting our home phone number over to them. Our Next Phone connection will only let us ring out. Tech people tell me there was a sync problem, which they did fix. However the problem has come back after a few days! I have had a similar experience with waiting times. It is best to ring at 0800 but you will still have to wait to talk to a techie. Brian.
I ended up disconnecting my home phone. Good luck, I hope your service continues to work without hiccups. I had enough. And would strongly urge people to look elsewhere for a service
Southern Phone C.Southern Phone
I am really sorry to hear that your landline service is not working as it should. Are you able to respond to my private message with your account details so I may assist you further? *Shelby
|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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