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.
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.
This company lacks credibility
After dealing with service faults since June 2019... the headaches continue!!! My landline hasn’t worked since I was called and sold this apparently “ new and amazing cost effective service”. After months of phone calls still no fix to the landline. So I decided after communicating with [name removed] via customer review that I would disconnect the landline since it wasn’t working properly and nor could I be bothered sacrificing hours upon hours , on the phone to Southern, trying to get them to fix it! [name removed] ASSURED me that I would not...be charged any fees for this disconnection. Surprise, surprise! I got the bill last week and of course I was charged. Then I also noticed a charge for some booster! Totalling over $200. Since the bill was sent, I sent three private messages to [name removed] but have yet to receive a reply. It appears that the only way to grab this company’s attention is to write public reviews. My contract runs out in June and I will definitely switch service providers! It’s a pity when you try and support Australian owned companies and they offer third world products and services!! A word of advice to Southern Phone, your customers are your bread and butter! Keep that in mind when dealing with 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
The reviewer stated that an incentive was offered for this review
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.
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