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
cant use BPay any more
Southern Phone have removed their BPay option, and want you to either use methods where you have to pay a surcharge, or use a cheque (who still has a chequebook?) or go to direct debit, which I refuse to do as I have had nightmare issues with this in the past. Southern Phone used to be a good company who listened to their customers - not any longer. Changing providers asap.
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.
No Home Phone - yet again!!
We have had ongoing problems with our home phone. It has dial tone, but can’t ring out, or receive calls. Constant engaged signal when trying to phone in.
Have had contact with tech support several times over last couple of months, works for approx one day and then drops out again. Long waiting on hold to speak to customer service and then further waiting in queue to speak with tech support.
Really poor customer service yet again!
We do pay a monthly fee for home phone and internet bundle, but we rarely can use our home phone.
phone drops out every day
Mothers home phone keeps dropping out and gets engaged tone every couple of days . Have had tech help works for a day and same thing. spend hours on hold to be told will fix and it happens all again. She went to Southern to support an Australian company. Go else where
Pity I can't give a zero
No support, no fault action, no answer from the 131464 line. The worst customer service around. Lodging this for my elderly mother who has had nothing but trouble since starting their (very loosely calling) service in November last year
Internet dropped out on Thursday. Rang Friday morning. Was told it was a problem on their end and IT would fix it and call back. No call back but service resumed many hours later. Now Tuesday and has dropped out again. Rang. On hold for 45 mins. Customer service person said she was forwarding me to IT. Have been on hold for another 30 min and nobody has picked up. Not sure I can believe it if they say they will fix my problem. That's what they said last time.
***UPDATE: after posting my initial review, you will see that Yvette from Southern Ph...one wrote offering to get in touch with me so that she could investigate my internet issue. I responded giving my contact details. Eight days have passed and I have not heard from Yvette. I see that this "Yvette" makes similar offers to everybody who posts on this site; I wonder if any of them have heard from her, or if she only posts on the site to make it look like Southern Phone cares about customer complaints.
Shocking customer service and with zero result
Called for help after internet stopped working. Placed on hold for very long. Eventually got through to a lady that put me on hold again, only to tell me the technical team has knocked off early and that she is unable to help me. She told me to call 8am next morning which I did. After being on hold again for some time, I got through to the same lady. She called herself silly for asking me to call so early as the tech team only starts at 9am. She promised me a call back at 9am. Well, I’m still waiting for that call...and still without internet.
Southern Phone Incapable?
On 19th September 2019 Southern Phone asked me to replace the existing Netcomm modem with a Southern Phone branded Gaoke modem. Initially, I had issues with slow internet speeds which were eventually resolvedBy SPC. However , since the change I have had frequent problems with the VoIP service not working. When incoming calls are answered, the line is dead. When attempting outgoing calls, the called number is immediately engaged. Southern Phone's panacea for these problems: a "power cycle", or modem reboot, doesn't necessarily resolve the proble...m. Despite being told the problem has been fixed, within days (sometimes hours) it's back again. Being transferred by Customer Service to Technical Support Inevitably results in having to listen to that woeful elevator music for about 30 mins or more. This morning after 40 mins on my mobile, that connection also dropped out. You have to go to the end of the queue again! The icing on the cake however is the auto-generated email which is sent at the end of the discussion/chat which always says your "ticket" has been resolved, even when it hasn't. You are also directed to an online portal at help.southernphone.com.au/hc/requests/nnnnnn where nnnnnn is your Ticket Number. Surprise, surprise this doesn't work either: OOPS the page you were looking for doesn't exist.
no phone again and slow internet
Again - no phone and reliable internet for essential services health worker. Have been raising issue for years and as little as 2 weeks ago told that the service had been fixed. Out yet again. What happens if a service cant be provided as a result of no phone or slow internet? What if a patient misses out on essential care? I have been raising this for years and years. Doesn't Southern Phones care about the effect this lack of service may have on sick people - especially at this time with Corona? I am beyond shocked. [name removed] you are aware of this issue. You need to act.
no home phone once again
Tonight I again went to use my land line and didnt have a line. reset the 'box' to no avail. Again called and sat and waited on the phone, finally spoke to customer service who transferred me to technically area, wait, wait, wait..... disconnected BUT my phone light came back...... Then tried to call my an elderly relation, after trying for 30 minutes of getting the engaged signal I started to get concerned so contact her neighbour to check on her. she didnt have a problem with her phone it was just that my land line had a dial tone but was un...able to actually connect and no one could call in. This has been an ongoing problem and no one seem willing to tell me why. I was without a phone for more than two week whilst they migrated me to a more stable environment, well that didnt work did it!!!!! again. This has been an ongoing problem and I seem to be the only person that cares.
What a crap service
Rarely does our phone work, randomly works and then drops out again. Rang customer service and after waiting an extended time was told we are having trouble with our phone routing and our technicians are working on it. I'd suggest you get some new technicians. Same story over and over. What a useless service! I'm off to find someone who has spent money on decent infrastructure.
Shouldn't take long to find a better service because this would be at the bottom of the heap. I had had a good service but they were bought out by this dodgy outfit.
I'll ring when I find a new provider. Cheers Ian
I am currently waiting on hold to get assistance connecting a new modem from SP for my mother, who doesn't like dealing with these things. Usual deal, 25mins to customer (dis)service, then 45 on hold waiting for tech support. My dad passed 3 years ago and he was a strong believer because he wanted to support an Aussie company. She has stuck with them but had continual problems. Land line cuts out. Random messages if people try to call her "this phone number is not valid" etc.
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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
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
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
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