Southern Phone NBN 100/20 (Fast)

The internet connection is stable, and transferring from Tangerine was easy. Although customer service representatives weren't knowledgeable about the transfer process and some provided incorrect information, I simply ignored it and waited for the transfer to complete. No settings needed to be changed. Show details ·  1

Smooth transition, hasslefree – Changed over from a different company. Was a bit hesitant due to all the bad reviews on here, but so far all has been good. The new service through Southern Phone came on time, with no hassle at all. Just restarted my modem and it all worked. So far so good, on day 2 now. Shame that AGL is the parent company now, I had awful experiences with them in the past and needed to get the Ombudsman involved. Show details ·  1

Technician Support - Above and Beyond expectations – I bought a new router and some connections were different to the previous router. I phoned Southern Phone (technical department) to ask for advice on someone I could use to help me and the technician said he would help me through the whole process. He was very patient and helpful. In my opinion this was service above and beyond what I had expected so was very satisfied with the service provided. Thank You! Show details ·  1

Very bad internal processes and lack of accountability. Connection process was a nightmare. I applied through their website for a specific connection date only for them to start processing the order on that date and notify of a 10 day connection time from that date. Given that I lined up a churn from one provider to this one on the date, they… Read more

dropped the ball by not starting this process earlier. Their comment that I should have read the T&Cs and saying that I should have applied by 'phoning up' instead of using their official web form was what irritated me the most. Never had an issue with any other provider until this one. Upon lodging a formal complaint, the only thing that could be done was to be more apologetic and understanding of the issue - but there was no way to accelerate the connection date, no workaround via home wireless broadband (and even if I had wanted to do that, the cost would be borne by me - even though it's not my fault!), and no compensation at all for the inconvenience. So here I am, stuck with a 12 month contract with penalties to cancel, with a horrible connection experience. Given this, I cannot in good conscience recommend this company to others.

Terrible support. I tried to request NBN service for my residential place. It took hours on phone and chat and finally declined for no reason. Multiple person during the chat and no single person was able to provide a reason or resolution. All required information provided by me. Avoid this provider and their lucrative offers Show details

NBN failure – NBN continually drops out.3 calls to tech support at around half hour at a time & each one tells me "no more problems"...yeah right. No connection yet again.Would get rid of NBN but needed for battery so stuck paying $80 a month for sub-standard service. Only way forward is Starlink at high cost of $139 per month! Show details

Cheap and bad – Price is good, but internet is bad. Terrible for gaming suffering severe lag. Random network unreliability. Technical support is also bad and their solution to your problems is make you turn off you modem for 5 minutes, so the chat disconnects and then you get to wait in the support queue again. Show details

No communication and no technical skills – Have been with southern phone for 4 days. In that time out NBN connection has been out over 50 percent of the time. I've had to contact southern phone on 3 occasions and had no response any time. Organised for an NBN technician to attend tomorrow but it's been cancelled without notification to us even after we organised work around them. Zero communication and zero ability to solve connection issues Show details

Awful – Absolutely shocking. I thought swoop was bad, that's another level of terrible customer service. It's day 1 of my activation and I have not Been activated! The person on the chat was just not helpful at all and told me I'd be connected with 72hrs but didn't even help with providing information that I'd need once connected. Once I complained… Read more

enough, he eventually forwarded me to the escalation team and here Sheena who I am not sure exists, never replied to any messages. Ended up having to call to get nowhere since I've been connected ... Just awful service

Bad services – Be careful with this provider, they intentionally rob you of your money, they debit direct your money when you leave and then they send a new bill so you have credit amount of money but they don't refund you until you have to call them for a refund. Show details

You can see why they are cheap. Not worth it – Unbelievably incompetent company. Impossible to deal with. The billing and customer service was too much effort. Had to cancel service purely because of this. Show details

Terrible customer service – I've been a customer for years and have raved about the customer service. Recently, they seem to have outsourced this and the service is abysmal. I upgraded my service from FTTN to FTTP and instead of simply upgrading my existing plan a new account was opened and I started receiving two bills. Multiple phone calls to have it rectified, rude… Read more

customer service who refused to put me onto a manager when asked, and I have been paying the upgraded plan price but only receiving the standard plan. Really disappointed that this is now what you can expect from a previously great business.

Disgusting lack of service and accountability – Southern phones service is absolutely disgusting. There is no responsibility or accountability and customers are treated like crap. I signed up for their so called fast internet, 4 days later, nothing had happened and after countless pointless phone calls Was told it will take another two days. Six days to activate an NBN service Is beyond… Read more

disgraceful. I walked away and have decided to increase the data on my mobile service and use mobile Wi-Fi. Hotspot.

Great Value – Easy to setup. Different payment methods including pay at Aust post. Value for money (reduced for 12 months). No drop out so far (2 months). Text msg for any work or updates scheduled. Show details ·  1

Poor New customer experience but actual NBN is Good – Signed up and selected a deferred date. Deferred date ignored and connected straight away (had nearly a full month with last RSP) Chatted online and they blamed me saying you ordered online so its your fault, I went through the process again on their website and took screen shots of the deferred date being selected and when the next button is… Read more

click, it resets this date. (Website Issue) (As of 31 october) No communications for new customer, No welcome email, No modem / Router login details Raised a complaint about the website not working correctly and requested a month credit - No response Called support and asked them if i could have a Dynamic Public IP rather than a GG-NAT one, they didnt know what i was on about and after an they hour hung up. - call was answered quickly and support person was easy to understand but couldn't help. Ordered eero6+ and it was sent quickly however again - No login details supplied support is closed at 3pm WA time so more problems.

Finally, the nbn connection itself seems to be solid and reliable, however I need a Public IP even if dynamic so I will be cancelling after the first month.

Update: SP have now sorted me a Public IP - NBN is reliable and speed seems fine. One annoying issue is google news doesn't load properly (But does on 4g or VPN but ill live with that issue.)

3 Stars - OK

Service and billing is terrible, 30mbps download speed test on NBN100 – They messed up the order for the NBN modem initially and told me I needed to contact the previous tenants to get the box off them (I obviously didn't have contact details for previous tenant). Finally got the NBN modem and got connected and now they are charging me a contract cancellation fee after 2 months even though I didnt request a… Read more

contract cancellation.

Called support to discuss the contract cancellation at 5.15pm, the call centre assistant wasn't able to understand the issue, transferred me to another area at 5.50pm, was on hold for another 30minutes and figured it was after 6pm so nobody was likely to answer the call as they clock off a 6pm.

Only getting 30mbps download speed on NBN100 plan.

Slow Speed, Huge Latency Spikes & No 24x7 Technical Support – During peak hours (7-11pm) my internet speeds reduced to under 70Mbps when I am paying for a 100Mbps internet service. Latency would randomly spike above 1000ms and it was driving me insane to find out where all the network issues were coming from. When I contacted technical support I found out they only operate until 7pm, not even 24x7! After… Read more

three phone calls I was offered an upgrade by NBN, but I was so fed up I moved to 5G Home Internet with another provider and since then I've had a reliable and fast network.

The worst Broadband ever – I changed to Southern Phone after moving house and Dodo couldn’t transfer my VOIP number from my old address to the new address 1.5 klms away. Southern Phone said they could so I went with them , they did transfer my number to the new address but people could only ring in we couldn’t ring out 6 phone calls later and it worked for 2 days then… Read more

stopped working this time couldn’t ring in or out finally fixed. Then the internet constantly drops out I have to reset modem at least 6 times a day and really struggle to stream Stan , 7 Plus or 9 Now it constantly freezing. I thought Dodo was bad , Southern Phone is worse I have now rang another provider and in the process of changing over.

Below average NBN – I joined AGL NBN only because the cost was cheaper than other providers for 100/50 NBN and the idea of 100/50 connection was "supposedly" an upgrade. I was previously with "Aussie Broadband" on 50/20, and the connection and service are significantly better (Australian-based team). Since changing ISP, AGL NBN that uses Southern Phone NBN quality… Read more

is below average. - My speed is slower than previously with 50/20 compared to Aussie Broadband. - I never had dropouts and spikes in internet quality, AGL I get sporadic dropouts and require to reset the NBN box and router. The call centre is a lengthy wait, and their online chat is almost impossible to get connected.

Shambles – Contract changed to SP on 2nd July, 23rd July lost all internet, rang SP, they stated I'd have no internet until NBN FTTP install on August 2nd. 2 days later internet returns, however fails to connect to about half websites with errors etc. Can't use Netflix, can't use Amazon Prime, sometimes Stan, sometimes Disney+, just erratic. NBN install… Read more

finally happens, no change, so I call them, 45 minutes of clueless discussion (tech states there shouldn't be an NBN box in the house, I had to send him a picture of it then on hold while he tried to work that out. He then asks me to plug the ethernet plug into the dsl port (it doesn't fit). Can't do a speed test, as no speed test sites work. He then decides I need to wait 24 hours because the NBN are doing something that will fix it (ie he gave up). I can call back if the waiting doesn't work. Low and behold, it didn't fix itself. Now it's the weekend, so SP is closed. Meanwhile, I received an invoice on Friday, they're charged me for August.... TWICE. I call, representative talks in all sorts of riddles, but I need to pay and then they will credit this the next month... hard to believe they'll get anything right frankly, so this will likely carry on. I've today changed provider. Completely consistent with the majority of reviews.

Wow i can't believe they are allowed to sell this – While the network speeds are as advertised during 'peak' hours which are longer than their advertised peak hours mind you. You the customer can be treated to a whopping 63% packetloss, meaning that your data would be more reliably sent by a 16 year old dominos pizza delivery boy. Show details

Big Issues at the start but eventually sorted – *****See bottom of post for positive result.******** I don't know where to start here..... I very much regret going with these guys. -Firstly got told to call extel to configure my modem properly -After that, got told my modem must be broken, bought a new one. -Still not working properly. Bypassed the modem and connected straight to NBN box and… Read more

found the problem still existed (bought a modem for nothing). -Booked NBN to come and check my connection. He didn't show up. Turns our southern phones didn't complete the booking properly, wasted a day off work waiting. -NBN attended and said my line was near perfect and should be able to achieve 1000mbps, def no issues on a light test. -When I rang to complain I was getting around 60 on my 100/20 plan, they tried to upsell me to the 250 -I was told that 60 is an acceptable speed to a 100/20 plan despite the website stating that I should get 100 even in peak times. -No no no, that advertised speed is an ""Up to" speed, it can get ""up to 100" but 60 is a really good speed.... - After begging to speak to a manager for 2 hours, I eventually spoke to someone who had to escalate it to engineering and will call me back.....still waiting...... Just save yourself the hassle and go with a proper company. You get what you pay for. 2 weeks on and still no resolution.

The problem has now been rectified and I am getting the full speed 24/7. It was a long and painful process which did involve the telecommunications ombudsman. In total I spent around 8 hours on the phone and submitted maybe 30 speed tests. The weakness in the system was definitely the offshore call centre. Once I was able to speak to people in the "On shore" team (their words not mine) things did get a little easier. It took persistence but to my surprise, it was rectified and we reached an appropriate agreement in terms of billing. Both Southern Phones and NBN both claimed this was a unique one off situation. The speed is now good and the price is quite competitive.

Don't Use This Company – They are hopeless. Their call centre is like talking to a brick wall and they constantly transfer you to other departments. Now my new NBN is running the speed for a 100/20 plan is very inconsistent . It's usually slower than my old 50 plan. Show details

It was a disaster! Unreliable ping and download speed – I have used the NBN 100/20 for less than month and it was really horrible. Unreliable ping and fluctuating speed. I will never go back to this company. 30~950 ping for Diablo IV - Unplayable. Show details

Absolutely useless – After 4 years with Superloop I decided to switch to Southern Phone Broadband because of price, biggest mistake ever. The internet is absolutely unusable, constant drop outs ( every few minutes) slow speeds, I get about 40-50 Mbps on a 100/20 plan if it works. Didn't take a day and I went back to Superloop. Southern Phone shouldn't be allowed to operate. You get what you pay for. Show details

Used to be excellent, now going south(ern)!! Accurate ratings!! – FIRST OF ALL SOUTHERN PHONE CUSTOMER DISSERVICE TEAM, PLEASE READ THIS BIT- DON'T DARE INSULT ME BY PUTTING ONE OF YOUR LAME, CUT & PASTED REPLIES HOW YOU'RE VERY SORRY & TO CALL TO DISCUSS(WASTE MORE OF MY LIFE) BLAH BLAH BLAH!!!! JUST FIX THE PROBLEMS!! Have been with these guy's for years with landline, mobile & internet. I used to praise their… Read more

service to anyone that would listen as they were that good!! Only on hold for minutes before speaking to an Aussie, IN AUSTRALIA!!! (Yeah I know, how good is that!! Not heard of these days with most companies). Problems fixed instantly etc etc. Well that has all changed??? Since being bought out by AGL it has gone off a cliff as I said it would on Southern Phone's facebook site at the time of the announcement. Don't dare try & call them these days unless you want to be on hold for anywhere up to & over an hour before even talking to someone. At least the call centre is still in Australia. I've had my landline battery go flat waiting on hold which ends the call without talking to anybody. Sometimes you will get lucky as I did today & get through in 15 minutes which is still unacceptable. Like all companies these days, they offer a better deal to their new customers than their loyal long term one's. Asked for a better deal today & got a smidge off my mobile deal only, but had to take a cut in my GB so it wasn't really a discount at all. Ironically I had AGL call me recently & offer a better deal which I can't even get out of Southern with threats of leaving??? Obviously their departments are not linked/talking to each other. On my call today I was put through to the internet department as well as my internet has been glitching, slow & playing up. Through experience in the past I know that a call to them with a reset normally fixes things. The first thing they tried to do, was to try & upsell me to a faster plan which of course costs me more after I just told them I want a better deal & am thinking of leaving??? Besides, my plan is quick enough when it's working as it should. Low & behold when I said I'm not paying more, he did what he should have done in the first instance if he had even the slightest inkling of CUSTOMER SERVICE & not trying to get a commision from a sale, was do a reset which touch wood seems to be working(haven't tested much yet). Last time I rang about 4 to 6 weeks ago I was told there was nothing wrong with my service so they did nothing??? I've been putting up with it because I didn't want to go through with the misery of calling them to sort it like they should have in the first place!! Ironically Southern Phone was started by the federal government(Labour I think) as an alternative/competition to the big telco's, mainly Telstra which was sold off by a short sighted Liberal government. It was run & owned by a collective of Local councils around the country with the profits going back to those shires, brilliant!! Then in another insulting, short sighted, sell out move of incompetence they sold out to AGL??? Why sell something that's making money for a short term gain to once again put it into the hands of private enterprise which we all know do there best to destroy things with cut backs & corner cutting. Dumbness at it's best!!! It should have been law that it couldn't be sold off to private entities. I am with AGL with my electricity & have been for years with no issue so lets hope they sort this mess they have created at some point!!

A telecommunications company that can't telecommunicate – Southern phone are unable to send emails to Outlook accounts. Therefore I can't get my invoices emailed, and I can't log in to there website any more. Then they have the gall to charge me late fees for their incompetence. They started sending invoices via post, after I requested, but for whatever reason southern phone wait a few weeks after the… Read more

bill date to actually send the invoice... I received a call from a woman who didn't identify that she was with southern phone until I asked who she was with. Telling me my bill was overdue. By the amount "owing" I knew that they had added a late fee, I asked her if there was a late fee and if so to remove it, she refused to give any details about the charges and refused to help.

If a company's job is to provide internet service, yet they can't work out how to send an email to a very popular domain, that's a pretty big concern.

Absolutely hopeless – cancelled SIM card order the day after ordering. they still sent out the SIM card, then they activated it without asking me then they sent a bill. Their customer service people are rude and do not do what they say they have done. AVOID THIs COMPANY COMPLETELY they are nothing but trouble Show details