Inept customer service
Ever since nbn was installed I have had no end of frustration with this company. Being put on hold from between 15 mins to 45 max to speak with staff who provide me with conflicting information.
Almost one year later, the modem, still under warranty was finally replaced after discovering 3weeks later it was never sent out to me! After phone calls and too much time spent holding the line later..it was finally sent out to me and now doesnt work either.
I will say that the tech team staff have always been knowledgeable and helpful but customer service, although friendly never seem to know what they are talking about.
This phone company is mostly incompetent and unreliable in my experience and I would warn everyone away from them.
Poor customer service.
Was on hold for over 40 minutes for them to answer the phone and then transfer me somewhere else and then those people hung up on me within a minute of the call saying they couldn’t help. Have only been with the company 2 weeks and already looking else were as this is the second time this has happened. Have already paid $250 within the first two weeks for my internet to be very slow and then to not be working at all, very angry with this result.
crap internet provider they dont even deserved 1 star
i been with them in the past 7 months they freaking can't fix the issue and i requested to disconnect my internet and even they charge me in advance when i sign up and even though i dont have any internet with them in the past 2 months this halfwits sending me bills payments to pay please dont ever try to go with this crap nbn provider they ill rip u off
Considered this company, but ran off from appauling service and non competitive rates
I recently relocated and decided to connect a home phone as well as NBN to my new premises. Upon attempting to call to speak about a plan etc, I was disgusted at the wait time on the phone. This was an instant turn off. Upon connection, i spoke with a almost non english speaking person (overseas call centre?), and that was the final straw. Who in their right mind would sign up with such a crap reputation. Do you think over half an hour to wait is appropriate? Your home phone rates and even NBN rates are overpriced drek, and the fact people are ...all saying the same thing below, speaks volumes for southern phone. This company is definetely heading south, very quick and with such abysmal reviews and customer service and the fact they seem to overcharge for their services, really? Who wants a service that isn't competitive, has no service, and no reliability and the fact so many of your customers say the same thing... for example, here is one, my aunt is also connected through southern phone, with a home phone. They rang her and told her she had to put the NBN on... sound familiar? Shady tactics at best. Desperation more like it. She stupidly signed up with no NBN but a home phone box, that seems to works 10% of the time. The other 90%, she has no home phone, but does southern phone take responibility and fix whats broken, absolutely not! They have fobbed her and keep telling her to switch it off for 5 min and switch back on. Why can't southern phone supply equipment that actually works... nup, they cheap out on crap technology because thats how much they care for their customers. I am currently in the process of helping her move all of her services including mobile away from this joke of a company. She's been with them for many years... thats loyalty, but southern phone can't return that loyalty can they? Not once have they offered to send out a new box or offer to fix it. Nup, they take the lazy route to save some money, stuff the customer. ANYONE WHO CONNECTS THROUGH THIS COMPANY, BE PREPARED FOR AN UNPLEASENT AND ABYSMAL EXPERIENCE. There are so many more companies out there offering better deals with better service and reliable equipment. I bet Southern has a huge bill to pay from the TIO, going by these reviews. Never Ever again will i consider this company and I will do my upmost to get my aunt away from these rip off merchants as soon as possible. I also don't want to discuss this with staff, why bother when they don't care, don't listen and can hardly speak english. People would be better going with dodo, and we all know their horrible reputation. This company is no better! Shame Shame Shame!!
Worst company to deal with
Left iprimus for Australian company. In two years will be leaving Australian company. Signed on 29/11/19 had no phone or internet for 3 weeks then received account for triple quoted. When you call you wait for at least 20 minutes before anyone answers. Sick of waiting for help. Going back to overseas call centre support .
deafening silence from customer service
I had my landline connected a month ago, in that time we suffered from the north coast fires, so the landlines were down. Telstra has been out trying to fix them. i have rung southern ph customer service 3 times in the last 2 weeks, each time waited over 2 hours waiting on hold, so i gave up. i have emailed their complaints line 3 times, each time I receive an automated ticket, but no response to the problem. There has been no txt msg saying the phone is down. .I tried to register online to disconnect from this useless service, but realized my...account number has not been emailed to me. I have a heart condition and NEED a landline. DO NOT go with southern phones, there is no customer service at all. The landline is the same as telstra, so as soon as I can get onto someone at Southern i will be disconnecting and canceling my account. I would give them no stars, but have to give them something, so its a 1
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 o...ne answers. Refuse to stop increasing charges yet wont let us cancel account. Harassing and threatening my elderly mother. Their ratings say it all. UPDATE: this matter was eventually resolved. Pity you have to resort to making things public before theyll help.
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.
courier pidgeon more reliable
no reiable internet or landline last 3 weeks
last 3 days cant even get through to customer service. call gets disconnected at 30 min wait time (15 attempts)
huge consequences this end
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
Elderly sick man can’t get through
Over 2 hours spent on hold this week and can’t get through for fixed line repair. No avenue to jump queue for infirm or at-risk customers. Callous indifference by sales staff.
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.
Don’t expect any sort of customer service. Expect to be on hold
I have called them only twice. Both times I was on hold for nearly an hour. I have tried to end the account but I am still waiting for a response.
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.
Switching to SP sim plan was more complicated than it needed to be, I waited over half an hour to speak to customer service (twice) decided to cancel SP plan and stay with my current provider.
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.
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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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