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I'm Leaving Southern Phone - Poor Service, Speed and Transparency
After months of me asking for tech help because of drop outs, slow and variable speed, I discovered it was their CVC. Cheaper to handle complaints than buy more CVC.
Still getting charged after cancelling
Similar to other reviews, after cancelling the account, I still have been getting charged.
Their internet was terrible. Non-stop dropout.
And now that I changed to different NBN, I am still getting charged. My acc number is ACC240775
- NBN 50 (Turbo)
- Verified customer
Worst customer service I've had in almost 20 years of using broadband
I've just written to Southern Phone telling them I want to cancel my NBN connection - just 13 days into what should have been a whole new world of faster internet.
My changeover date for switching to NBN: 31/12/20.
My landline and ADSL disappeared on that date.
But no VDSL (NBN) then or since.
Since then,...I've made 4 phone calls to Southern Phone and waited almost 4 hours in queues to try and find out what's the problem. Been twice promised an "escalation" with a callback - neither of which happened. Had a visit from an NBN technician who confirmed that their (NBN) service is reaching and syncing with my modem and that in his opinion they've just not activated my service. Tomorrow, it'll be 2 weeks since my ADSL was cut off and I've received no answer from Southern Phone why I have no NBN home internet. I've had enough and I'm going to find a provider that offers genuine customer service.
Absolute Rubbish! They expect us to be okay with NO INTERNET FOR 2 MONTHS!
We moved houses on the 18th of December 20. We asked Southern Phone to ensure that our new place is ready with a live connection to NBN a month prior to our move. Southern Phone said that it was all okay. We tested the internet connection on the first day that we moved in (18th December 20) and it was not working. Since then i have made countless calls to customer support, a lot of hours wasted on hold and spent explaining my situation. Reluctantly i had accepted the option of a NBN technician call out for the 11th of January (compromising ...3 weeks without internet). Today (11th Jan) i received a short text message from Southern Phone stating that 'NBN have confirmed our appointment for 18th of February'. There was no other explanation. Upon further inquiry we were notified that the technician had to reschedule. They are pointing the finger at NBN and have no other option available for us other than to wait! As a business you should have a good working relationship with your suppliers to ensure customer satisfaction. I am surprised that they haven't even bothered to offer us a simcard that we can use to hotspot whilst we wait. Absolutely unacceptable!!
*** Will never use this service again ***
To start had no problems with the internet then after a couple of months the connection turned to crap the speed was slow always seems to cut out over night. When then put the speed up again it worked fine for a couple of months but yet again we started having issues. Ours came with 5G network and 4G I believe however the 4G stopped working altogether after a couple of months. Would rather pay extra to have a reliable service.
Really poor customer service.
I purchased a 100mbs package on Christmas day. And was advised by email that they would be in touch within 48 hours (business days). After waiting till the 31st, I called to follow up. Waited over 30 mins on hold, then a further 20 or so on the phone with someone who in the end couldn't help. I then recieved a call from someone else advising that the 100mbps package wouldn't work in my area because it is fibre to the node. I said, that's fine, can you just amend the order. She said no, and wanted me to go back online and purchase a different package. Absolutely ridiculous. I'm really annoyed!
A sham of a company!
I had the account changed over to my name in Oct and signed up for the 50/20 plan. I went through the standard verbal contract agreement and everything was fine. In the lead up to Christmas, I started to receive extremely slow speeds and have called and emailed and discovered their extreme incompetence. They never actually put me on the 50/20 plan and continued the old service from a different account holder, so after two months NBN apparently reverted me back. No one from Southern Phones reached out to advise and after speaking to three differ...ent people and being told things would be sorted in 10 mnutes from one operator, 5-10 business days from another to finally getting 20 minutes to 2 hours and potentially up to two days from the last. So let's wait and see if this actually gets sorted, however unlikely due to their sheer incompetence.
Awful connection cuts out every 10 minutes
Internet keeps cutting out every 10 mins and has been for the past 3 months completely useless dont use this company have had troubles since I have changed over had no problems prior
- NBN 50 (Turbo)
- Verified customer
keeps on charging after contract termination
Have had multiple issues with this company over 2yrs. A month ago I requested for contract termination per 24-11-2020 and they keep charging my CC with 80AUD (incl 10 dollar late pay fee??).
If you consider them; just dont
Worst ever is Southern phone
Extremely poor service. I took it because it was cheaper under employee plan. Yeah I am employee and can't get it fixed. Honestly this is worst ever service !
Save yourself the headache and go with a decent company.
Worst company ever
Extremely poor and unreliable internet service. We complained multiple times and things did not improve.
When we tried to leave the customer service people tried to gaslight us. They have continuously lied to us. Customer service are extremely unhelpful. I was told it was my fault our internet was unreliable because we chose the basic plan.
We keep getting bills even after they have agreed to stop billing us.
Save yourself the headache and go with a decent company.
- Verified customer
appalling experience trying to cancel our NBN and getting charged an extra month
Got charged for the month subsequent after cancelling. Cancelled NBN with Southern Phone as the service was getting worse over time - dropouts and slow periods. After getting charged for the subsequent month, I raised 2x support tickets, each of which they closed without actioning. Called them, after 91mins on hold, got promised a refund. Still chasing them, and no reply to my follow-up email since that call. The whole experience is like back to the 1970s in Australia, or living in a 3rd world country and getting brushed.
Just appalling. We...were with Amaysim beforehand, which was excellent, but they sold their NBN service to these guys, including our account. Have since switched to Aussie Broadband, paying about $9/month more but so far it has been excellent.
Can't live without it
No problems with drop outs and able to pick up speed at night.
No issues and happy too be with Southern Phones and your Optus nextwork is reliable and safe.
The reviewer stated that an incentive was offered for this review
Fraudulently ripping off Senior Citizens!! 6 mths and still cannot rectify overcharged bill.. Stay away!!
Southern Phone is fraudulently ripping off senior citizens!! My aging father has endured months and months of being charged for two accounts when he switched over to NBN... we have had months of calling help line (with usually a 40 min wait) to sort out merging of bills and now instead of crediting the paid account to the unpaid account they did the opposite and charged him again (bill is thus our times what it should be). Rudest customer service girl outlined when I said that I have emailed four times that they a) don't answer emails and whe...n I asked to have a call back to confirm the correct amount she outlined they b) do not call customers back. When I outlined it was terrible customer service and when would I get the correct bill she outlined I can close my account and that will ensure I will get it in 48hrs... I am now forced to go to Legal Aid to attempt to get this rectified, I shall also be going to all Media outlets and A Current Affair. This has been going on since April and now in November is still not rectified... stay away from Southern Phone Broadband!!!
After cancelling my NBN service I continued to be billed for months. Despite many efforts to stop this they kept billing me. I eventually went to the Telecommunications Industry Ombudsman in order to obtain a refund. A month after the refund I have now received a bill for further usage and recovery of the refund. Update 05 December 2020 They just sent me another invoice for $149.00. Despite the response I am STILL being billed!
Keeps charging after service termination notified, late payment fee
I wrote and called Southern Phone to terminate all my service 2 weeks before the end of paid to period, however i was sent another bill for the next month so it seems they have completely ignored my termination request and wants to keep on charging. Not only that but i was charged late payment fee for the past 2 months, my payments were being made via direct debit, so no reason for charging them.
My phone line stopped working for 6 months but yet Southern Phone continues to charge me for line rental for the next 12 months. The are not refundin...
Late charge fee on direct debit.
I was charged a late payment fee for my July 2020 account. I pay by direct debit, so I fail to see how I could have been late. I have made two calls to Southern Phone and each time informed that the account had been rectified. My bank account shows differently. Phoned again 25/10/2020 and after spending 15 minutes waiting, was informed that a credit had been applied. She didn't inform me that another late payment fee had been raised on my October 2020 account for different invoice. Since I started this diatribe, I have again been on their w...ebsite and noted that the invoice numbers on their system do not correlate with the numbers on my printed out invoices. Their systems are in a mess. For information purposes my account was transferred from My Net Phone when they decided to no longer provide phone services.
annmackSouth East Queensland, QLD
- 4 reviews
- 1 like
Terrible customer service and tech help they need more in depth training
I have had months and months of terrible lack of service and know how, continual landline fails and internet fails have spoken to probably eight so called technical staff of nearly a year of putting up with this I kept asking then for anew modem but none would send one to me until finally a week ago I found the only one a lovely lady who promised me should would not leave me until the replacement different modem was sent was set up and working for me, this she did and now I have no problems at all. I have been with SP since it began and a loyal...customer but sorry to say the last year or too service and taking 45 minutes to get through is the pits. I feel you have grown to big and not enough staff and staff who know what they are doing and although are pleasant to talk dont care and cant cope Ann
Terrible customer service, rude disinterested staff and worst NBN we have ever had
After putting up with months of drop outs, terrible speeds and final straw no internet for 2 dayscontacted Southern phone (after being on hold for an hour). Told me it was problem with NBN and organised an NBN tech to come out. There was NO PROBLEM with NBN. Very rude/abrupt lady from SP then assisted us to reprogram modem. Dropouts continued. Finally had enough and changed providers- no probs at all with new provider, not one dropout. Rang southern phone and cancelled service. 2 weeks later no confirmation of cancellation. Rang again today (on...hold for 1 hour 10 mins) and spoke to extremely rude man who told me nothing had been cancelled. Lets wait and see if my credit for fee (as advised) will be received and service actually cancelled. Will post update. Never again, disgraceful!!
If I could give less than 1 star I would! Have been with this company for around 12 months since they took over from my previous provider, ever since have had nothing but trouble! Slower than expected speeds and CONSTANT dropouts. Funnily enough majority of the dropout issues happen early in the evening as soon as the support phone number closes. But it’s not just the NBN quality, the customer service (or lack of it) is the worst! Called up technical support as recently as last week. Waited forever on hold only to be connected to someone who wa...s barely even interested in my call! Maybe I disturbed his coffee break??? The operator was very short with me and all I got was yeah we’ve had a few outages today but should be good now. After I then asked, if it’s not ok can I call back? I get back, you can but the internet will be fine... Where’s the care??? Seriously! Today I called up in the hope of trying to get some sort of credit for the lack of service I’ve had (particularly worse in the last couple of months). Was on hold for half an hour before I was cut off. Second time I called they answered after EXACTLY 1 hour “to the second”, it’s like they purposely make you wait for 1 hour! Too much of a coincidence! (So now an hour & a half of my time waiting.) The customer service guy (again) barely seemed interested, no enthusiasm whatsoever, no sorry for waiting off the top of the call until I questioned it. When I explained the situation all I was offered was a dismal $20 credit. What an insult after months of poor service!!! Then to be put through to “Retentions” who the operator said might be able to help me with a better credit, also insisting I would be connected straight through and not have to wait again. Guess what? Was on hold again for over half an hour! I GAVE UP! Now after reading all these other reviews on here from unhappy customer after unhappy customer and seeing their dismal 1.7 star rating makes me ask how are these jokers even still in business??? They just don’t care! Time to go elsewhere to a provider that actually cares about their customers and provides decent service!!! ...FAST FORWARD 3 WEEKS: “Mediation” process has achieved nothing. Long delays between replies to messages and they can only contact me by phone during business hours, when funnily enough i’m at work. Today I had a day off and was told they would contact me... And of course no call from Southern Phone!
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.
Southern Phone C.Southern Phone
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.
Southern Phone C.Southern Phone
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 email@example.com if you have any further questions or concerns. *Yvette
|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||A$60.00||A$70.00||A$100.00|
|NBN Speed Tier||12/1||50/20||100/40|
|Max Download Speed||12 Mbps||50 Mbps||100 Mbps|
|Max Upload Speed||1 Mbps||20 Mbps||40 Mbps|
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