Lies told to go to another provider
No internet 4-5 times a week engineers at SP stated they have problems supplying internet to Queensland how ever never fixed my problem complaints handler Daniel told me to go to another provider I stayed to see if they can improve however never did they should not be an ISP
Just when I thought they couldn't get any worse...
I'm sorry, the only thing this company excels at is failure. I now have a late fee (when the bill was paid on time... every time ) and a replacement sim card added to my latest invoice when I don't have my mobile with them. I tried to phone but have been advised they are overloaded with calls and I should try again in 24 to 48 hours, where I will have the pleasure of spending 40 mins on hold, as I have with previous problems.
Rang Southern Phone' customer number in relation to being double billed on a phone account.
Had to wait in a queue for 20 minutes to be answered!!!!!!!
This is a phone company!!!!!
Took another 10 minutes from a grumpy receptionist - 30 minutes overall for a simple enquiry.
Not good enough.
nothing lower than a 1 to rate Southern Phones
I actually have been stirred by Customer Support??? to the point of tears attempting to correct their billing mistakes. It has taken over 4 months to get $292 dollar worth of over charges credited to my account. Apparently nobody knows anything as to do anything about anything.
Next Home Phone only good for making calls out!
Unfortunately there has been no improvement, over a number of months, to the problem of other people being unable to ring in to my home number. Despite the best efforts of their technicians, there does not appear to be a solution to this ongoing problem. I am really only getting half a service, for the money I am paying each month to Southern Phone! The next home phone service has been a big disappointment, right from day one, and I am sick and tired of having to apologise to my friends and the local medical practice for the ongoing connection problems.
No internet since yesterday. What the hell with their phone support lines!
Hi, anybody experiencing outages from
Southern Phone internet service since yesterday? We rang them and waited almost 2 hours and minutes after being told we were number 2 on the queue then the music stopped! I waited another 10 minutes while my call counter was still on and hoping somebody would answer but as expected- nobody did.
Southern Phone is crap! Avoid!!
I have been reading the product reviews for Southern Phone and how true they are! I too thought that they would be better than Telstra but no. All the services are slow, my landline cuts out every so often, I just have lost faith in them. also, they are the same price as anyone else. Please avoid them at all casts. Let them go the way of the dinosaur.
Land line out after prolonged heavy rain fixed same day
Reported my landline outage online and received an email shortly afterwards advising anticipated repair time frame. Next day I was emailed again to advise technician had repaired the line already - and it was! The phone connection has always been good - I have a copper line - but the prolonged heavy rain seems to have caused issues this time & before Xmas too. Satellite internet service is generally good also. I did have some issues when setting up my satellite internet contract which took a while to resolve as the sales team & the accounts team didn't seem to be communicating. This was an anomaly really as all online & phone contact since always gets a rapid response, with knowledgeable & helpful staff who care about good service.
- 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.
Good to talk to. Hopeless for action.
Initially it was so good to talk to someone who spoke and understood our language, but I'm on hold an average of 1/2 hour before I get to talk to anyone. They're polite and always promise to do the right thing - but there's never any follow through. 8 months ago they agreed to upgrade our NBN plan - which was actually $5 / month cheaper, but continued our old plan at the old price after many promises and pointless explanations. They promise to credit the $5 to appear on the next bill, so I pay the agreed amount and get a $10 late fee instead...- which of course they then agree to credit. Then I contact them and we repeat the cycle mid month and the next month! No credit has ever appeared on any of my bills over this time, and I've finally changed providers apart from my mobile plan. New provider, new teething problem, immediately answered and fixed on the spot, and still based in Australia. Why can't southern phone do this? So much wasted time and frustration with this company. No longer recommended!
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.
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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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