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.
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.
Have been trying to connect home and mobile phone for over a week cant get thru totallly fed up answer your bloody phone sick of being on hold
Disgusted Ex Customer.
Disappointed and disgusted is the least I can say about Southern's handling of long term loyal customers! When I first signed with them over 10 yrs ago they were the quintessential small Aussie company and I was very happy .. great pick up time at customer service most communication issues sorted with a smile. NOW customer service can almost place themselves along side places like Centrelink on call back time 240 mins !! When you do get through your likely to strike someone who sounds as though they're doing you a favour or you have no clue ab...out your own situation. In my case the final insult came with switching to a different company for the NBN. After being a loyal customer for so long out of contract I may add..their final thank you was to charge an $8.00 port fee for the home phone! A quick check online reveals this is apparently an administrative cost ONLY applying to existing numbers, new NBN won't attract this cost HMMMMM!? Call me all shades of cynical! In a delightful conversation with Southern I was told there could be a refund of this to my final credited amount but it could take 2 or more days to confirm thus delaying my final account refund . So with my meter on high alert and all options weighed I took the rip the bandaid off quickly approach.... $8.00 cost to never have to deal with this company again..PRICELESS.!!!
No Customer Service.
I have been with Southern Phone for over 10 years they use to be great but not now. I live rural, the very people they were suppose to care about but not any more. Customer service is the worst, online chat is closed most of the time, they don't respond to emails . My location relies on a land line, I have no mobile service , satellite internet is my only option until the power goes out. As soon as they get my land line restored again I will be moving to another provider. Southern Phone don't deserve your money, you will be disappointed, find another provider .
Communication with your Service
Poorest customer service, Wait time to talk to a Telecommunication Company. 33 minutes for next available operator or 300 minute for a return Call. Any Wonder we want to CANCEL our Service
Ongoing issue trying to help my elderly Father in law to navigate the change to nbn. SP contacted him and basically scared him into agreeing to sign up for nbn. He is a carer for his wife who has Dementia and requires a phone. SP told him he had to change or his phone would be cut off but did not explain why or other options. Modem has turned up and he doesn’t understand why. My sister has called SP and got the same response from a very curt and impatient person.
After explaining other options to our Dad he’s decided to disconnect the home ph...
Still waiting for my mother's landline transfer to their retirement village- ridiculous! Received tx msg saying landline transfer completed 5/6 - any problems call 131464 - well waited for over 40 minutes - no answer. Have used chat numerous times - advice - turn modem on and off - done that so many times - still no phone!! My parents are in their 80's and NEED their phone. This service from Southern Phone is appalling - Please note- my parents have paid both accounts received from Southern ( as old people do) even though they have no service -...totally regretting not making the change to TELSTRA - still on the phone waiting for a call back. Really what can one do???? Still waiting for call back again this morning - really Southern Phone - if you ca't provide a service - don't offer it.
are the 35 'excellent 5 star review' written by company representative?
customer phone service wait is ridiculously long, like hours.
first bill charged me for every single usage when we had signed up to a plan... what plan?
seriously a headache. one customer representative says one thing and then other says another.
by the many other reviews, a very dishonest company ripping innocent customers off and having little care for their customers.
The mobile calls you make when you're not making any calls
Having finally reached the end of my tether with that other Aussie Telco, I transferred my home phone plus two mobiles to Southern Phone last November. I was very happy with my decision until last month, when I noticed a new charge of $1.22 on my mobile phone for 'special calls'.
On enquiring I received the following 'response': HI Andrew,
I have reviewed your account and upon further inspection I've found those are in fact Due to Imessage or Facetime not being activated within the phone settings. Each time an sms is sent to another ipho...ne, apple send an sms to a third party number which is the one that appears on the statement as an alert to activate these things within the settings. I apologies for any confusion this issue has caused. Kind Regards Jack I know I'm getting a bit long in the tooth, but I do consider myself to be reasonably tech savvy. However, I can't for the life of me, make sense of what this reply is saying. I went into the settings on my mobile phone and disabled everything I could find that I thought might be causing my phone to send off phantom SMS messages without my knowledge. I also wrote back to Southern Phone, stating that I'd disabled the apps that I thought might be causing the problem and pointing out that my online research revealed almost nobody anywhere who was being charged for such 'calls'. I didn't receive a response and assumed I had fixed the problem.
Southern Phone WORST Communications company ever
Had the phone transferred to Southern Phone for my Mother who is elderly & I was given full Authority on the account.
Southern Phone started charging a paper bill fee, so I called them & was told if we paid by direct debit there woud be no paper bill fee & you would still receive a paper bill, so I had the bill paid by debit on my credit card.
Low & behold they kept charging a paper bill fee. I called them again & was told if you receive a paper bill you will receive a paper bill fee.
We gave written notice to cancel the direct debit arrange...
CEO go home (how to drive custom away)
I hand a landline phone with this lot. I have had a line strung along a fence for nearly 10 years. Up until recently Southern Phone have been helpful, if not very effective, in managing a service of sorts. Now I find they are totally unwilling to even communicate, regarding problems, except via automated, unhelpful emails. All they did for over a month was repeatedly ask for personal details and gush about how concerned they were without any attempt to help.
I am looking for a worst enemy to recommend them to.
CEO take note!
Never sign with southern phone. Unreliable, expensive and poor communication skills.
Set up southern phone for my grandmother as it was a local company who advertises as great customer support with competitive user friendly deals....this is not the case. For a communication company, their communication skills are practically non existent. Signing up with them for landline and basic mobile bundle deal initially was easy and super friendly and prompt; then when my grandmother started being hit with late payment fees when she was not late (as bills were emailed to me and I would BPay) or having issues with the line, these guys wer...e impossible to get through to on a regular basis. We switched from emailed bills to paper bills, which then were not arriving till weeks after the due date despite the fact that their office is located only 1 hours drive from my grandmothers residential address which is far from an obscure hard to reach address. I have never in my 40 years written a complaint or review, however I am absolutely disgusted at this company's poor services and high hidden charges. Even when disconnecting services, the only way I could get through to an actual person promptly was by saying I wanted to join southern ph as a new customer. The only positive thing I can say is that the customer service representatives always spoke clear English but this makes me wonder even more why they seemed incapable of basic customer services.
Line is down and Southern Phone just dick around. They are worse than Telstra.
Phone went out last week - (middle of the bushfire season). Reported on their Chat Online facility with Teddy. It's now 7 days and still no phone despite followig up with them several times. Today I was told by [name removed] that the fault had been dealt with. No it hasn't! She then offered to contact the fault team for me. I asked when it would be resolved. She couldn't say. Asked for a supervisor. Can't do that either. Then she suggested I RING 131464 to get updates. They are really bad. Thinking seriously about going elsewhere for phone service.
Having been a southern customer for 5 years have been trying to get my 91 year old mother onto one of the advertised plans in the brochure managed to get through on the no on the brochure once in 4 weeks and was told I had to have my mother authorise me to do it, I live 30 mins away and can never get on at her house she is unable to do this herself thinking of changing phone co my self as if I had any problems it would be useless. Very frustrating.
November 10th 2017 Update: Once again disappointed with Southern Phone Service
I was very u...pset to receive an $11 overdue payment fee after 5 years of perfect record of payment an oversight happened as Southern Phone sent my mothers account to me which I have requested they do not do, and this is where the confusion happened. A friendly reminder might have been nice obviously they do not value their long term customers.
worst customer service ever.
Been with southern phone for a few years now on a bundled plan( land line and mobile). I decided we didn't need landline anymore as we never use it only left it connected for aging parents to ring us instead of mobile phone costs . So rang southern phone wanting to cancel landline and change mobile phone to sim only plan. yes they said ,no problem they said. Asked if would have any problem with mobile being disconnected whilst it was changing plans No problem they said it wont be disconnected.
So days later landline phone has been disconnecte...
My friend has his landline with Southern Phones. Every month he is paying up to $50 a month for long distance calls he hasn't made. When I called customer service, I was told it was not possible that it was a crossed line and that my friend must be mistaken. In the meantime he is on a limited income and has been consistently overcharged for months. Crap service, not recommended.
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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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