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Southern Phone NBN
NBN 12/1 (Basic), NBN 50/20 (Turbo), NBN 100/20 (Max), NBN 25/5 (Standard)Reviews
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I attempted to sign up for a new NBN service with Southern Phone. The website was able to autocomplete my address - perhaps the only thing it was able to do correctly! However, the website then claimed that it was unable to verify my address. I proceeded anyway, but upon submitting the form, encountered a server error. After filling out the form the second time, I received a confirmation email stating that they'd be in touch.
The next day, I called them to make a change to my order. I was able to reach someone from their local sales team witho...
Read moreut having to wait. However, the sales representative said there were no orders under my name. They suggested filling out the form a third time! I refused since I wasn't sure why they'd expect a different outcome. They said they'd get a member of the online sales team to call me back that day, but they didn't. After posting this review, I was able to get this escalated and finally received a callback. Tech support was even able to provide me with my PPP username/password so I didn't have to wait for it to come in the mail. So rough start, but I was able to get connected all within three days. I was pleased with their all-local sales and support staff, as well as the short waiting times to speak with them over the phone. Don't bother trying to use chat on their website since they're unable to access most things and will just tell you to call them.
They have continued to send invoices since I cancelled my NBN service.
The items charged are for services not provided.
Each of the last 3 months I have phoned and been "assured" by customer service that the account has been cleared. I received an email last month apologizing and assuring "You will not receive any future invoice from Southern Phone." Naturally, I received another invoice this month.
Hi Kenn,
I am really sorry to hear that you have still been receiving invoices.
If you can please send through your account number i will have a look at this for you.
- Dakota
- 3 reviews
- 1 like
How the hell does this company survive?? My issue has been carrying on for two weeks. [Name Removed] (sales TL) apparently sorted this. Was told cant order my modem until nbn matches my address, 3 days letter was matched.
Yesterday got my modem was then told still waiting on nbn. Spoke to a [Name Removed] from tech support who was arrogant and provided no support.
Called again spoke to an [Name Removed] who had no interest in listening kept saying “here we go” no resolution this is disgusting. I will be taking this further! I’m still on the ...
Read morephone wasted 2 days off work working from home. 45 min hold then get hung up on? Does your company have call structure ? Do the calls get QA’d?? Is everything scripted? If I didn’t know whats going on i’d place my customer on hold chat to a TL figure out whats going on. I have never in my entire life have been so stressed over a useless company. Listen to my phone interactions over the last two weeks ! Surely your calls are recorded. Enough is enough. I’ve given you two weeks to sort this I have nothing to do now but escalate to the ombudsman. DO NOT USE THIS COMPANY!!!Hi Leela,
I am really sorry for the experience you have had with us recently and for the delay in having the NBN connected.
Unfortunately due to majority of NBN's staff going on strike and quitting t...
Find out how Southern Phone NBN compares to other Internet Service Providers
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I signed up for 100/40 plan 7 years ago (before Southern Phone) when Southern Phone took over asyium they offered me the same speed plan and gave me a discount free for 2 months (with a 500gb limited download and speed cap), since then i have never checked my internet account. Recently due to lockdown I have to work from home and I noticed that my speed is not as fast as before, when I login to my account online i can't see any plan information I have to call support to find out that i am on an 25/5 speed instead of 100/40. I was paying $90 per month on 25/5 speed for years. They can't even tell me when my plan was downgraded and support took more than 30min to get hold of. NOT HAPPY!!!!
Hi William,
I am really sorry to hear that this has occurred and for the delays when contacting us currently.
If you can please send through your account number i will have a look at this for you.
- Dakota
ACC109925 / ( Just a suggestion, in account detail (or any other place) please put information like what plan i am on and cost per month in there so i don't have to call support to find out.. !)
Hi William,
Thank you for sending this through.
I can see that a plan change has been placed through for you to be on the 100/04Mbps plan. ...
- 2 reviews
My internet has been having ongoing issues for about a year. It's now so bad that I'm on the online chat and can't even stay on, keep disconnecting. Sometimes the outages occur for 12 hours at a time.
To add insult to injury, I have just been charged on my account twice plus a $10 late fee... Even though I pay 1 week early every month.
I can't get through to them as the internet is too slow, ironically.
I am currently writing this review and comparing other companies while I am waiting and hoping for the online chat to reconnect.
EDIT: resolv...
Hi Marcus,
I am really sorry to hear that you have been charged twice on your account.
So we can look into this for you can you please confirm your Account Number?
- Dakota
Hi Dakota. We did actually get that part of the issue resolved, hence why I increased the rating a little in my edit to the comment. But thank you for getting in touch.
Hi Marcus,
I am glad to hear that this issue has been resolved!
Please if you have any further questions do not hesitate to contact us.
- Dakota
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- 2 reviews
- 1 like
No reply for queries for weeks. Very poor customer service. Internet connection was so slow or even dropping all the time. Same devices worked for closer network well when compared to southern phone
Hi Anu,
I am really sorry to hear that you have not yet had a response and that your internet connection is not working as it should be.
If you can please confirm your account number we will look into this for you.
- Dakota
Beyond disappointed. You try and ring and after being on hold for around an hour and finally getting to caller number 3 the music mutes and call disconnects . This happens a lot.... if I ever get through it will most likely be my last call as I have been Internet Service Provider shopping while on hold for over the past hour and Aussie Broadband is looking very good :/
Hi Tina,
I am really sorry to hear that you have had trouble getting through to us and that you are experiencing issues with your service.
If you can please confirm your Account Number we will look into this for you.
- Dakota
Thanks Dakota, once I finally got through the Tech guy was helpful but wait times and getting disconnected after waiting for nearly an hour is really disappointing and frustrating.
Hi Tina,
We can absolutely understand that this can be very inconvenient and I am sorry that you have been dealing with this when calling us. We understand that your time is valuable and we are sorry...
- 6 reviews
- 2 likes
My elderly parents have internet and phone (VoIP), and they have been having drop outs with them for over 2 years. We've done every single thing they've asked to resolve it - run speed tests, reset/ restarted the modem, bought a new modem, managed to get them to get the NBN Co to try and fix it. It's still woeful. What is most egregious about their service is that it's for a house with 2 elderly people in it, both with medical conditions which require them to be able to call for help. One day when we had to call triple zero, it was just lucky t...
Read morehat my partner and I rocked up and had mobile phones to hand because, guess what, the phone didn't work. We have lodged complaints. Ombudsman is our next port of call because their service, while Australian, is the worst I've experienced in a long time.Hi there,
Thanks for your feedback on your parent's service issues, it's not at all what we want for our customers. We know how important it is to have a reliable service these days, and even more so...
We've done that Shelby. We've done that multiple times, most recently yesterday as the internet and phone has not be working properly for the last 24hrs too.
Account is 121685.
We have made many comp...
Hi there,
Thanks for that information. I can see that one of our agents has been checking on this over the past 2 weeks to see if the service has remained stable.
I have reached out to the agent to ...
On product review as of right now southernphone has a 1.1 rating out of 313 recent reviews (in the past year I assume) with the only 5 star review of 313 reviews was also negative (accidental 5 star XD) meaning southernphone has a 0 percent customer satisfaction score lol. If you saw this and you still want to sign up to southernphone then you are a lost cause and you deserve the worst.
Now many people who are with southernphone may be wondering why there are so many cutouts right now and why ur internet speed and connection continue to wors...
Read moreen???(and for the past couple years) You might be thinking to yourself it’s ur area or maybe an internet tower cut out!!! Or everybody at southernphone is useless!! something like that... (southernphone is sending their technicians to solve the problem don’t worry guys) well it’s actually partly due to the acquisition of southernphone by AGL (southernphone was a great company before this) in 2019 I believe and if you didn’t already know AGL is a publicly sold company on the asx. AGL has been on a downtrend for the last 4 years(dying company, dead stock, bubble popped) its peak being around 27 dollars in 2017 to 8 dollars today. why does this matter? Weirdly enough it somewhat correlates to the internet outages and ur trashy southernphone connections. As a lot of you know the stock market and crypto crashed earlier this week one of the most devastating in a long time quality companies will rebound as usual and inflated companies like agl continue to die and all companies below agl also die!!(southernphone). the minute the worst of the drop happened btc down to 27k s&p, asx. southernphone has a complete outage boom 12 hours even phone reception temporarily didn’t work for an hour. Ever since the market has been poor lately this last week the internet cutouts have been worse than ever AGL’s lowest stock price in 20 years and the second worst performer on the asx on that day(it hasn’t and won’t recover(it gets worse from here), every day there is an outage every second night a mass outage. might be speculation but it’s still hella sus. Now never mind about the stock market thing let’s talk about southernphone. The internet speeds you pay for are half what is advertised maybe even slower, prices are ok but not great. Southernphone cutouts are constant but usually don’t last as long if it happens during the day the outage usually won’t be longer than 4 hours but dear god if the internet cuts out after 8pm ur screwed till morning☠️. (southernphone only operates from 8am to 8pm Monday to Friday. Rookie numbers for a telco) after 8pm southernphone doesn’t give a single crap! It’s not their problem guys they clocked out!!. There issues don’t stop there their support team consist of like I don’t know? 3people? Lol? Their wait times are trash and their waiting queue music is absolutely horrendous and makes me want to slowly thrust a katana into my guts and rip my intestines out. The final, worst and most damning thing about southernphone is (although did not happen to me) they love to steal peoples money!! They prey on the old and weak much like all telcos when ur this bad that’s ur only customer. Many reviews of people being billed for adsl plans and nbn plans they closed but continue to be billed. Wouldn’t be surprised if they still charge people who died. Now I’ll be giving this a 5 star just because but the point still stands go with any other provider telstra, dodo I don’t care whoever just not southernphone. 0/5 I could send links and pictures but cba I’m on phone.Hi Finlay,
I am really sorry for the recent experience you have received with us and for the internet speed issues you have.
I can confirm that you are not conversing with Bots and are conversing with live staff at Southern Phone....
No need! We will be canceling our nbn and all phone plans. We aren’t fans of constant 12 hour outages anyway. (Especially during a global pandemic). We have instead switched to barefoot telecom which I Highly recommend.
Hi Finlay,
I am sorry that you feel this way. If you require any further assistance, please let us know.
- Shelby
Find out how Southern Phone NBN compares to other Internet Service Providers
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- 2 reviews
Horrendous connection, haven't been able to connect wifi to our mobile phones for almost 6 months, netflix constantly drops out, cant connect to playstation - only works consistently when working from home during the day, which has been an absolute charm working through the night with international clients...... Was overcharged by $10 a month for the first 6 months, and last month was charged a late fee for not paying a late fee that was incorrectly applied to my account. Absolute mess, surprised the company is still above water.
Hi,
I am really sorry to hear that the service is not working as it should be and that you have been charged for a Late Payment Fee.
So we can look into this for you can you please confirm your Account Number?
- Dakota
Hi there,
Thanks for reaching out. I know how important it is to have a reliable connection and even more so how frustrating it is when your service is not working as it should. I am really sorry tha...
Possibly the worst company I have ever dealt with. Have lost countless hrs over the past month due to being on hold for hours most days trying to get my service to work. 12 months ago my internet failed to run my streaming service. I contacted Southern phone and was told I needed a new router as the one they supplied was inadequate. I bought the router they told me to buy but it did not solve the problem. When I contacted them again regarding this they told me I needed to upgrade to faster NBN as I was on an old plan and was only getting 12 Mbp...
Read mores and needed 25. So I agreed to a new plan. It was to take up to 2 weeks to start working. After 2 weeks I rang to see what was happening. I was informed that they had made a mistake in setting up the plan and I'd have to wait another 2 weeks. After another 2 weeks and still no word I contacted them again. I got through to a technician who told me the new speed had already started. My streaming services still did not work. The technician spent some time changing a few things then informed me I would need to run cabling to make it work. I went and got cabling but I still have poor service. The next day I found my landline had been cut. Once again called Souther phone to be informed that new service would not work with my current configuration. I.E. the router they told me to purchase. I had to change to another router they had sent me and relocate where it sits. I now have my phone back but now my wifi drops out if I get 3 metres away. I asked yesterday how I could get out of this new 2 year contract and was told I couldn't and would be fined if I tried. I am completely shot with a company I want to leave and below average service. I'm 83 years old and believe I will now have to die to get away from these people. They have broken me.Hi Michael,
I know how frustrating it can be to have 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 d...
The account number is 164953. My name is Alan Jones and I am posting from my son's account. Turning off for 10 minutes did not work. I now cannot use my computer either as the wifi does not reach. Cur...
Read morerently on hold in position 10 for yet another few hrs I don't have to waste.After waiting 22 minutes for a technician we did a bit more reconfigering. It dropped out again as soon as I got off the phone. I'm now in position 12. Anger does not come anywhere near the Southern p...
Read morehone experience. I don't think at this point they are capable of providing the service they charge for.
Even after agreeing to settle dispute after going to ombudsman and sending email with bank details I get no response and no refund
I'm going back to ombudsman
Warning stay away from this company
Always a minimum 20 minute wait to get through to customer service
Hi Robert,
I am really sorry to hear that you have not received the refund and for the current wait times when calling us.
We are aware of this and are working on reducing the wait times. We currentl...
Dakota i sent you an email with my bank details, it just shows no one in this company knows what their doing
Hi Robert,
So i can locate your account and the emails you have sent through can you please respond with your Account Number?
- Dakota
Shithouse, cant stream the footy! Customer service cant help. Change providers or avoid. There's better and cheaper
Drop outs. Poor customer service. Cant stream footy. Hot spot on my phone works much better. Customer service cant help you. There is better and cheaper avaiable, so shop around.
Hi William,
I am really sorry to hear that your internet service is dropping out and not working as it should be. We can understand how frustrating it can be to not have a working service. I am sorry ...
- 3 reviews
This is a long list of issues but it's worth a read if you were looking at going with Southern Phone as your broadband provider.
Was transfered to Southern Phone after Amaysim broadband went under at no choice of my own but that is fine at the time... However since I was with them I was charged incorrectly every month and had to call or email or both to their customer service to correct this, they would tell me the issue was fixed on the system, Spoiler alert it wasnt. Besides the constant dropouts I had with this service this was the least of ...
Hi Luke,
Thanks for reaching out and providing this feedback about your experience with us. Of course, I can appreciate and understand your frustration surrounding your experience, and this is defini...
I’ve been with southernphone for a while now and I’ve always had great internet service and speeds out at home as soon as I got it activated in 2019. At my new place I had it for a week or so and it was not working it was slow and I had no internet for three days I canceled online and wasn’t impressed when I actually thought you guys where so good since I’ve had you guys since 2019
Hi Tyler,
I am really disappointed to hear that you are no longer with us. Sometimes there can be varying factors that can impact speed and stability of the service depending on the connection type. ...
Find out how Southern Phone NBN compares to other Internet Service Providers
Know better, choose better.
Questions & Answers
Hi, is the internet nbn still down. I've had no wifi or internet since the power went down 31st dec. Hope I'm going to being reimbursed and I cant keep sitting on phone waiting for someone to answer.
Good morning Vicki,
Thanks for reaching out. I'm sorry to hear that your service is not working at the moment. Are you able to respond to my private message with your account details so I can assist you further? *Shelby
After changing address to a NBN ready retirement village, my folks keep receiving an sms from SP asking them to fill in a form on the NBN site re "new developers" . I've looked everywhere on the site for this form that a resident might fill in. Can't for the life of me find it. Asked SP for further info to clarify this, and they just keep sending the same message. No help. The NBN site, moreover, indicates the ISP is meant to confirm the permission from the owners of the village. This has gone on for a month. Can someone help with this? SP certainly doesn't seem to be able to; they can still send the full bill though - they don't have a problem with doing that.
Hi john007 i sat on phone for a while to talk to actual person when I had a problem which was then dealt with easier than getting frustrated online their response was great sorted out and followed up although the call wait was 15min.put phone on speaker keep listening while doing something else. .im sure they will adjust your bill when they help you.
Hello John,
Your parent's new address is not currently listed with NBN, this means providers are unable to complete the connection. To begin the process of registering your parent's address, you will need to complete the Pre-Qualification form online at http://www2.nbnco.com.au/industry/new-developments.html or search “Register your new development” on the NBN Co website. Once all relevant documentation has been submitted and completed their address will be assigned a "LOC ID" which is specific to their address to allow us to place an order for NBN. Please don't hesitate to send us a message to socialteam@southernphone.net.au if you have any further questions or concerns. *Yvette
Get an answer from our members and Southern Phone representatives
Details
 Southern Phone NBN 12/1 (Basic)1.8(144) | Southern Phone NBN 50/20 (Turbo)1.4(142) | |||
|---|---|---|---|---|
| Category | Internet Service Providers | Internet Service Providers | Internet Service Providers | Internet Service Providers |
| Standard Monthly Price | $70.00 | $75.00 | $95.00 | $65.00 |
| Typical Evening Download Speed | 10.0 Mbps | 38.0 Mbps | 76.0 Mbps | 19.0 Mbps |
| Max Download Speed | 12 Mbps | 50 Mbps | 100 Mbps | 25 Mbps |
| Max Upload Speed | 1 Mbps | 20 Mbps | 20 Mbps | 5 Mbps |
| Service Type | NBN | NBN | NBN | NBN |
| Packages Available | Bundle | Bundle and Standalone | Standalone | Bundle and Standalone |
| Contract | Monthly | Monthly | Monthly | Monthly |
| Data Allowance | Unlimited | Unlimited | Unlimited | Unlimited |
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Hi Josh,
Read morereciate it and i have forwarded this on to the Team so we can improve in these areas going forward.I am really sorry for the issue you experienced when placing your order online with us, i am glad to hear that this has now been resolved for you!
Thank you for your feedback we really do app...