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Worst service ever
They changed my plan down, their choice not mine, and and now billing has been incorrect for 7 months. Each month you literally wait hours to discuss the bill. Staff finally agree it is a system error. Promise it will be sorted by the following month, which it never is. My plan was $20 reduced to $15 a month and the bill varied up to $159. I have cancelled with this provider, so now I am wondering what the final bill will be.
Had tried get order done but can't get customer service lady called few times and given up
Had tried get change order placed and to much headache on phone to call to change before is processed done online says you need call, back anyway did few times and kept missing customer service who looked after order no what I wanted to be honest to much hassle given up on getting phone an plan been at hospital so I can't answer all phone calls sent few emails no much I can do just will best stay with current as soon as starts this way you get worried approach should you go for this was best no to go and get stressed over more in future as ot...hers said here was actually to become new customer nbn can't get on my adress so pretty much look elswere customer service no give you approach explain what is best that what gave me concern to join and have ask question no suggestions what plan phone or home broadband is best hated to leave this kind of review but first impressions are important sad as is had good options and plans
Twice had an error with my bill in both instances I have had to instigate the communication, its taken 6 months to sort out.
They have very poor customer service and communication, wouldn't recommend then to anyone.
My wife is with Aussie Broadband and they are fantastic, always prompt and quick to resolve things and always initiate the conversation when they identify an issue.
I will be moving my mobile plan once the current contract with Southern has expired.
Don't Ask Customer Service For Advice
Emailed 'support@southernphone' in October and November 2020 requesting advice re no signal. Have not received any response whatsoever as at mid April, 2021 - In my mind this company must have absolutely no customer service policy in place especially after the customer has signed up for their service.
Here we go again
What has happened to Southern Phone?
I have been with this company for several years and until recently the last 12 or so months communication has been totally abysmal. Up tp 90 minutes wait on the phone then it is cut off. Emails requesting a current account not answered or totally ignored. When one does finally manage to get through, with a simple request it is either i can help you with that or please hold never to return.Contacting on a monthly basis for an account to be sent so it can be paid then the hassle of requesting a refund on the late fee that is not your fault but the incompetence of southern phone by not sending there accounts. What does one do.
Just totally fed up and looking for a new supplier
Worst Service, Avoid this service, they refuse to cancel and keep charging.
My brother had an account for a mobile phone with these scammers, he was intellectually handicapped so I ran the account for him and was a co-signatory . A few months ago my brother passed away and I asked Southern Phones to cancel his account, they refused and wanted him to contact them. I sent them funeral documents and the death certificate and still nothing, they kept charging. Sent them several emails and messages asking them to stop the account but they never reply and now, after I stopped the direct debit, they send overdue invoices. Wha...t sort of mongrels are these people, harassing the family of a deceased person and charging someone who has passed away for a mobile service which no one can use and they refuse to cancel!!!! Never use Southern Phones, avoid them, they have no customer service, do not care about anyone and once they have your account you will never be able to leave!!! Now two months after I wrote the above and they are still charging my Brother and still trying to get money out of him. No calls obviously, phone has been destroyed, no sim card, just their accounting costs two months after we started asking for the account to be cancelled!!! About 50 emails back and forth, with prrof of death, but they do nothing. These guys are Mongrels and should be avoided at all cost!
Unable to pay bills and poor service.
I signed up two mobiles to the Optus Small 20 5GB plan. I changed from Telstra whom change the details of my plan without notification and double billed me, the pro-rata what usually happens at the start of a contract/service.
- Mobile phone coverage and data is terrible in Newcastle NSW inside my house and buildings.
- We had to send in two independent requests to enable voice mail on both plans, one was followed up three times. There was no reply to the requests to confirm the voice mails had been activated. There was no...
TERRIBLE Service. STAY AWAY FROM THESE SCAMMERS
TERRIBLE Service. STAY AWAY FROM THESE SCAMMERS. They take your money, provide you with terrible service and when you try to leave them, they ask you to pay your bill in advance and never refund what they owe to you.
Never sign with Southern Phone, they are the WORSE
They offer good prices for at least 24 months contracts. So then you sign the contract and you can't get rid of the problem. My first month was OK. But then internet started to get slower and slower for the last 2 months, until not working at all since a week. I tried multiple phone contacts, always on hold for hours to then be told that there was a problem with the tower and there is nothing they can do and they would not let me break up the contract without paying a massive fee. Then when I said I would put this review if the problem was not ...going to be addressed, they propose to send a mail tag to return the modem for technical evaluation and that I wouldn't need to pay this period where internet wasn't working. It is already many weeks I'm waiting for this shipment tag, and they just send me the new monthly bill to pay. In my opinion it is an absurd that they don't let me go out of this contract, considering there is no predictable date of when this "tower" will be fixed, and I'm in urgent need of internet to work from home. Now in summary, I'm stuck with this useless internet provider, I'm expected to pay for their service and I have no service. I have so many regrets to have signed with this company. Worse service, worse consumer support, etc. Please never sign with then, otherwise YOU WILL REGRET
Addit: Be sure to read through the comments below.
I have been billed incorrectly for more than 6 months. There are systemic problems with Southern Phone. Their response time to complaints is a disgrace. For example, here is extract of email complaint sent 10 days ago which explains some issues
Have not had a reply.
"My request has not been solved.
My billing continues to be a debacle
Please transfer me to another member of the resolution team; I do not have faith in your ability to resolve this matter.
We agreed that the total payable on my last invoice was $109.
The invoice does not reflect my payment of $109 by bpay on 9 march...
Lacking in Customer Service
I would definitely not recommend using them. When I transferred to Southern Phone seeking to get a similar deal that I had with Virgin Mobile - it took four separate calls to their customer service to finally get my ported number working correctly. On their online portal, they have a section to check your usage - but it doesn't work, you only find out what you have used once your monthly invoice is issued. Then I transferred to another service, they claim that the system did not notify them - so I was out of pocket for another month, even after...finally disconnecting from them, they still went to invoice me for another month, once the old billing cycle came to a conclusion - got some help from them through the online chat but then the chat was ended when I started questioning why I was still being overcharged. Once I called the customer service though, they helpfully explained the credit and that yes, the original operator was incorrect in their calculations and credited the correct amount.
This people do not know what they doing, I have being payment all my invoices via BPAY and they can not find any of my payments, have to give them the payment number every time, have spent on the just for that. will be gone as soon as contract ends.
You have to go out of your way to get updates on your services.
I've been a customer of Southern Phone for my mobile, For approximately 6 years. In that time the mobile service has been mostly reliable.
The only real issue I ever had was when I first got the Phone and SIM, I was unable to text or use data, I contacted Southern and was instructed that I'd need to get a new SIM as mine was obviously busted ordered the new SIM card and was charged $20 I then continued to have the same problems.
I then called them again and spoke to another person who then looked into the issue and advised me that no both S...
Dreadful waiting times for support 45mins+
This company in conjunction with NBN is the worst telecommunications system ever experienced. I've been waiting since 16 Feb now 9 March phone not connected to my 93 yo farther room in a nursing home ,only contact with family overseas .But received a bill for the privilege of the phone not connected. $52.07 . What a joke .
You're a disgrace as a company.
Advice to future customers... Run don't waste your time with this company!
I have tried, after ten years of being a loyal customer, to exit and move to another provider. Southern has done everything possible to prevent this happening from telling the proposed new provider that another company has applied before them to ignoring all requests on my part.
They will not release me even after making a complaint to the telecommunications ombudsman.
I have nothing but disrespect for the company and warn others to stay away. Their deals are poor and the hassles aren’t worth the time and effort you’ll put in to correct them. Southern will do nothing to correct problems they create.
Questions & Answers
Is there a way to move on from customer service to another department that acts as dispute resolution?
I ask because I was lumbered with an invoice (#1809544) totalling $30 that should amount to $10. The additional charges are made up of a 10 dollar refund I never asked for nor received and a 10 dollar late payment fee for invoice #1312314 that was the result of the mysterious refund.
An examination of the emails Southern Phone sent me since the start of April should make it perfectly obvious that Southern Phone made an obvious mistake, but the customer service person I talked with appears to be incapable of doing that.
My latest invoice is due to be paid on 03/06/2021. If no resolution has occurred by then I shall pay the actual amount of $10 due and await further developments.
My account number is ACC167544 and the customer support case number is 1183985.
Thanks for reaching out.
I am really sorry that this has occurred. I can see that the agent you spoke to has agreed to credit the extra $20 off the account and is also following up with a supervisor to see why this occurred in the first place.
I will be following up with the agent you spoke with to see what the outcome has been and let you know once I have a response.
Again, I am really sorry for the inconvenience this has caused.
When you follow up would you please ensure that Southern Phone sends me an amended bill with a note to the effect that it replaces the previous one?
Unfortunately, because the bills are generated in bulk I cannot have one individually re-printed to reflect this. I will apply a $30 credit and get the billing back to what it should be without any further late payment issues occurring on the next statement.
The next statement will show the credits I have applied. Please just pay the $10 normal account as you normally would and the next account should just also be $10.
I placed an order for a new mobile and SIM card and was told I’d receive an email with the delivery information and account number was just wondering when I’ll get that email
hmmm,im with them,they are not to bad,they say 5 days for simm,card,work on eight,im on the telsra,system,it will drop off many times,but thier price is good ,but dont rely,on alot of customer service,good luck with that,waited 9 days for a sim card once,they do have many excuses.
Thanks for reaching out. It can take between 5-10 business days for the equipment to arrive. However, there is an embargo period at the moment due to the holidays so this may be delayed slightly. May I ask when you placed the order?
I placed the order on the 31/12/20 I have a reference number it’s ACC259074
My optus mobile is not working. Message is "not supported on network". I tried to get to chat on your website but no chat support. I can not call you as calling is not working. I would like you to check the number. I have two $9 per month sims. The one in question is my work and personal number and it is urgent that is works. I can not use the other one as it is for my 90 year old mother and she had a problem with hers a week ago which has righted itself.. My number ends in 137 and it is the only means I have. I do not have a landline.. My account number is ACC209519. This is the only way I can get in contact with you so I hope you get back to me quickly through here is necessary or my em,ail which you have on file. Thanks...Kerry
I know how frustrating it can be having a service that is not working properly, especially at the moment when
we need to stay in touch now more than ever. I am sorry that you have been dealing with this. Before we investigate any further, can you please make sure that you have performed a power cycle of the device?
This involves just turning the power off for 10 minutes and then back on again. If this does not seem to help, can you please confirm if this error is appearing when calling, SMS or both? *Darian
Thanks for your quick reply. All well now. Working fine. Much appreciated.
That's great to hear! Please let us know if you have any further issues.
Get an answer from our members and Southern Phone representatives
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