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!
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!!
Terrible Internet and Terrible Customer Service.
Upgraded to NBN100 from NBN50 as I was getting 17Mbps in the evenings. Customer service rep was helpful and said that if NBN 100 didn't improve the situation I could revert at no extra cost.
After about a month the service began to be very unstable. Every time I opened a new web page the connection would hang and after about a minute the page would say there was an error. If I cancelled the loading sequence and restarted the page might load but it might not. It slows my work down considerably. It absolutely absurd.
I submitted a technical sup...port request and haven't heard back from them. Followed up 4 times and still nothing. Then, they decided to stop sending me bills and my direct debt stopped working as well so then they decided to charge me late fees. I am disputing this but again, haven't heard anything back from their customer service. What is this company doing? Do they want customers to stick around?
- NBN 100 (Max)
- Verified customer
All good until you have a problem- then hopeless customer service.
We were migrated over to Southern Phone from another carrier where we had multiple NBN connetions. That experience was less than smooth. When we ironed out the bugs after many phone calls to customer service the service was ok. But a couple of weeks ago we lost internet connectivity at four separate sites where Southern Phone is our ISP. We had internet nearby with where other ISP's were providing it- so presumed it was a Southern Phone issue.
Was given some odd reasoning/advice from Southern Phone, but assured this would fix the problem. It di...
Terrible service, my parents plugged in the NBN modern and lost home phone and internet
Bad customer service my parents have made numerous calls to southern phone and have had no technical help ,said they would send a new modem , but with no phone line into the house a new modem wont work, plus the customer service person said it must be because they haven't payed there Bill is why they can't connect, when given receipt number they couldn't match it to existing number, going to another provider
- NBN 100 (Max)
- Verified customer
Southern transferred my services without my permission
How reliable is my connection.... Umm I don't have one, I had a connection with Telstra that I was more than happy with and then someone from Southern decided it was a good idea to transfer my services to my ex... he wanted the phone number, which just needed a change of ownership filled out - instead Southerm transferred my entire service to him.... and now they are not being helpful whatsoever... and why I am writing this - Good luck with them don't contact them if you need anything done, as their staff are completely incompetent
Won’t compensate for their errors on the service that caused us not to be able to use internet effectively!
Constant issues with streaming, Xbox and general usage with internet freezing and not allowing Xbox to authenticate and sync etc. Speedtests were fine and frustrating that this is what they look at and not that there are other issues. I found issue was a double NAT that Xbox network settings advised is an issue. Spoke to SP support and IT support knew straight away what the issue was changed something on there end and told me to restart router. Services started working great there onwards. If Xbox didn’t show this as a potential issue then woul...d be very hard to identify and wonder how many other customers having issues but can’t explain with just Speedtests. Thing is we got $80 excess data usage changes from Telstra because we had to use 4G services during this time. I asked for compensation and was told that because there was data usage during the period that they can’t compensate. I explained that there may have been data usage but that does not mean the service was working correctly and hence why we had to use 4G. They just don’t get how frustrating this issue has been. Anyway they won’t compensate and I just said I will cancel service as soon as contract is finished. Pity I have to wait till November. May also lodge complaint with Ombudsman and seek other channel’s for complaints.
NOT FIT FOR PURPOSE! Consistently atrocious speed. Darwin NT
Since October 2019 the service speed we pay for 100/40 has been breathtakingly DISGRACEFUL!
Why isn't the Regulator all over this level of service like a rash?
Drop outs rarely - its just consistently slow. New modems, field visit from NBNco, phone complaints etc. ITS a DUD!
- NBN 100 (Max)
- Verified customer
Appalling customer service
Unfortunately my previous ISP was taken over by Southern Phone and my service was transferred to them. Prior to this I had not experienced any connection issues for the 2 years I was with the previous provider. Since the change I have had numerous issues, ranging from complete outage, speed reduced to 0.1Mbps (usually around 90), and currently the connection is constantly dropping and coming back up. I am also yet to be provided access to my customer portal (apparently they have been working on this for the last 7 months but still can't reso...lve the 'problem' with it). Initially my bills were sent with a due date of the date sent, which resulted in a suspension of service with no warning or contact (which I believe is against the telecommunications act) - since then they have changed their payment terms to payment due 2 weeks after billing. I have tried to call customer service multiple times when having issues and they are incredibly difficult to reach. Last night I waited on hold for 30+ minutes and my call was answered at 8:00pm exactly, I was told the support hours are 8am - 8pm and I would need to call back the next day. When I asked to speak to a supervisor as I had been on hold long before their support hours ended, I was told that the supervisor declined to speak to me. I have contacted today via web chat and was advised that a previous issue experienced earlier yesterday is not resolved as they had thought. They are currently working on the issue with no eta for resolution. When I asked where I can get updates I was referred to facebook/website where there are currently no details of any outage, all updates still indicate that issue was resolved yesterday. They advised that they won't publish any further details until it's resolved (again). Communication and support is terrible from this provider. Connection is unreliable. My bills still do not show my plan and have been sent multiple times with incorrect payment details. They also do not allow you to setup recurring bpay for payments if this is something you wish to use. I would not recommend and wish I could give 0 stars, I am currently giving 1 star more than is deserved.
Terrible staff training and resolutions.
I recently moved home and could not transfer my NBN service to the cable we have at the new property.
I had an overpayment on my account and requested a refund. After initally being on hold cloise to an hour, decided to use the online web help. I got a quick response and thought all was sorted with refund due in 7-10 business days. A week later I got an email stating my DD could not be processed. Again I made contact to advise although the disconnection has taken place the DD was not removed from my account. This was then actioned with con...
Stay away!!! very bad service and product
I was with amaysim and very happy but then they no longer offer NBN service then I was converted to shouthernphone. There was one weekend that I don't have internet service at all. They autodebit system seems flawed. Manual payment does not rectify issue immediately and the worst of the worst I made disconnection on my prepaid service but they didn't refund the money although I haven't use it.
Horrible company, service and customer No service.
NBN suddenly stopped working Horrible Customer Service, waiting time just under 3hrs, horrible tech team who make empty promises and are not competent at their job. It was determined that no fault was on my end, it was on their end, however nobody could tell me why or what nor when it will be fixed. Its 5days now. Just spoke with them again and they couldn't tell me any updates nor what the issue is. Nor that there is a strategy to address it. Lucky I'm on no contract, so I'm just signing up with another service provider now.!
When will I get what I pay for?..
I live in country Victoria and my NBN is as useful as an ashtray on a motorbike and by that I mean if there is no wind no rain the internet works, start the motorcycle and the ash (NBN) blows from the ashtray.
ADSL was more consistent and faster and I payed less for it, I know that Southern Phones does not have any effect with the NBN technology and in regards the question of dropouts they occur multiple times a day and to the second question about the company is not on my side of the service and the only time I can tell them is when the nbn when it is working.
Very good, no problems
When we get black outs, my phone is unable to be used when the power comes back on, that is why I have
said that you answer promptly, because the only way it can be switched on is to contact you, and you
switch back on at your end. Have a good day. Anita
Slow speeds, terrible support. Avoid.
I was previously with Amaysim who did a great job of providing my Max NBN 100. Sadly they transferred me over to Southern Phone. Southern phone failed to connect me and I had to start all over again with a new connection. I was never able to log onto Southern Phones account portal and was simply told it would be up and running. Fast forward some time and my line speed was atrocious. Paying for 100 and only getting around 3mbps.
I went onto online support and logged a report.
In that time, I signed up to Tangerine Telecom w...ho had me up and running soon after. 11 days later I get a response from Southern telling me to simply unplug my modem, wait, and then then run some speed tests on it. I had obviously done that numerous times so I would have been no closer to a solution had I stayed with them.
Speed is slow
Ever since I was transferred from amaysim to this company the internets been slow.
Nah for real Southern phone Fix ya things up man! You can Take money from us but you won't put in work...
Thats lame as hell.
Get out now
I was with MyNetPhone which was pretty good and provided speeds and service that lived up to its promises and marketing. Then I got transferred to this hot mess of a company and the problems started immediately. My "seamless transition" took 3 days and for that period I was without internet. Don't bother trying to contact them, it will do your head in. Just get online and go to another provider who will churn the service without you ever having to deal with Southern my new service was up and running the same day, just make sure you are out of contract first. My speeds were rubbish, my login details provided no access to account portal. Its a company owned by local councils who appear to have no regard for their customers.
How hard can it be to cancel a service?
I directed Southern Phone to cancel my NBN service on 2 May 2019 and was told the cancellation would happen the next day (Friday) or Monday. Despite the passing of eight days, and follow up calls every day since 7 May (6 of with an average wait time of 40 minutes), nothing has happened and I am still stuck with their terrible evening NBN service (I'm on a 100/40 plan). The matter was 'escalated' on Tuesday 7 May but that doesn't appear to have had any effect.
I cannot adequately convey my frustration at dealing with outfit. I lodged a complaint with the TIO on 9 May. today, after waiting 56 minutes to get answered, I am told "it's in the pipeline, nothing we can do". Just unbelievable!
Horrible Experience- Stay away
Was forced into a transfer from MyNetFone after being a NBN 100/40 FTTP customer for 3 years. Was without internet 5-6 days during the transfer. Called them no less that 4 times and waited on hold for an average of 45-60 mins each time just to talk to a reception type staff member with no tech background..
I asked for some sort of decent compensation, was told someone would follow me up about it but never happened. One lady even told me to go outside in the sunshine and things will get sorted (yes it's a joke but not one you should be telling ...a VERY frustrated customer). Service eventually came up but since then peak speeds have been TERRIBLE. Last night my speed test showed 3.8mbps down 9.2 up. It's a 100/40 FTTP service... I can't even be bothered trying to resolve this problem with these guys anymore. Today I've initiated a transfer to another ISP. Good riddance!
MNF customer transition -Horrible! Abused - called names by phone support person. Billed for no service
Emailed March by MNF to say that my account was transitioning to Southern Phone (SP) as part of a buyout. Have had endless issues - logged transfer failure on a temp login Zendesk but had no response to log. Support wait times 20-30 minutes to talk with someone. Billed by SP in April but support today acknowledged that service has not transitioned. Not a customer yet but ok to take my money by debit order! Support unable to help with tech issues - apparently escalated to tech support. Sent me emails with attached ticket to portal - portal w...on't recognise my account so no idea what ticket said. Ticket flagged as closed but no resolution to problems. Support unable to help with billing query - put me through to their collections to query. Been on phone for more than 50 min at this point. Collections person happy with my being billed as a 'potential' transition customer - cant explain why but suggested I contact MNF or tech support. When I enquired why I've been billed but service is not transitioned, person said he will transfer me to billing - cut me off but before line went dead I heard him calling me names!!! This is the biggest circus I've yet come across. Will definitely be logging this with TIO! Billing for no service. Unable to effect a basic transition - solve technical issues or even answer the most basic questions. Verbal abuse by staff!!! Supposed transition more than 6 weeks. Waiting on for phone support for more than an hour with 30 minutes wait to get call answered. Support unable to help with anything - every department blaming another department and you get cut off when switching departments!!! Another 30 min wait to reach support again....... Does any sp execs bother to read these complaints??
|Category||Internet Service Providers|
|Standard Monthly Price||$100.00|
|Max Download Speed||100 Mbps|
|Max Upload Speed||40 Mbps|
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