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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.
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.
- 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.
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!
Terrible service, shocking customer support
Constantly dropped NBN connection to the point of being unusable. I complained and received nothing by way of reply.
When I switched they continued to bill me. I couldn't call through due to wait times, my account number didn't work and they continued to bill me. Absolutely horrible business.
I switched to Aussie Broadband which was a revelation.
Worst customer experience I've ever had
A simple billing issue, incorrect address, double charged relocation fee. A physical phone call after a lengthy wait where everyone was supposedly resolved then the next bill shows with no change. Followed by 5+ chat discussions over the past 6 weeks with various operators promising someone will call me to discuss and no one ever calls back. But every time I get an email saying "your request has now been marked solved". As soon as this is sorted I'm heading elsewhere. I'm surprised they're still in business.
- NBN 50 (Turbo)
- Verified customer
Every bill I receive doesn't have the Bpay details.
Have to phone in each month.
Phone service is hideously long. Unacceptable.
Hit with late fee due to there problems with the bill.
Took 5 months to send me email bills after requesting snail mail to be cancelled.
Paid with my card over phone one time and Southern Phone kept my card details and charged me another fee a few days later without my permission.
Do not give your card details to this company under any circumstances.
Better communication about outages needed
I live in Cairns and my NBN Turbo service with Southern Phone works fine most of the time but the problem is that when it does go down it goes down for ages and it's impossible to find out any information from Southern Phone. Last week my NBN went down overnight from 9pm to 8am and the same thing has happened again last night around 9pm and here it is 9.30am next morning as I type and still not restored. It would not be so bad if Southern Phone had an Announcements page on their website to advise about outages and when they will be restored - i...t's the not knowing that's most annoying. And no recorded message about outages when you ring their unattended customer service line overnight either. It would be so easy to fix this communication issue then everybody would not be swamping their phone lines when they open at 8am to find out when the internet will be restored. I realise Southern Phone is just an on-seller of the NBN and many outages are not their fault but there is no excuse for poor communication - adding an Outages page to their website would be oh so easy and relieve a lot of customer angst.
You don't notice a bad ISP until you've had one, and this one is certainly noticeable. Have had more than a dozen wifi outages, most of which have occured outside of their customer service hours, which operates only to 8pm at night, unlike Aussie Broadband for one example which is open to 12. Furthermore, connection drops for a few seconds every 10 minutes or so, consistently, every day of the week. I've tried sticking with Southern Phone but it hasn't gotten better - switching to an ISP who can actually provide wifi. Would not recommend.
Terrible service all round!
Internet had consistent dropouts, called customer service number and was advised that they would credit me an certain amount. Later I find that they direct debited the amount that was meant to be credited and charge me a late fee. I even called and confirmed that the amount multiple times. Trying to get the issue resolved has been absolutely horrific experience, customer service rep gets caught telling straight up lies.
Poor and unstable connection speed.
Most of us come here to put bad ratings so, Southern phone is good but due to few reasons I gave them 3 star rating.
Very poor and unstable connection. Spoke to the staff and they can’t fix it. They asked me to cancel my internet connection, if I’m not happy.
Very long queue over the phone.
AVOID AT ALL COSTS. Worst experience ever. Jerked me around, said I didnt exist in system and then refused to cancel.
Moved to a new place, signed up with them. Kept telling me I was supposed to be receiving things in the mail when I wasn't and when I'd call I was told I didn't exist in the system even though my details were there. Wait times were about 40mins no matter the time of day. After 5 or 6 calls like this with promised call backs never being fulfilled, I decided to cancel. I went with another provider a week later and as they were setting up I was told that they couldn't because another provider was already active. Southern Phones then emailed me ask...ing if my service was active and didn't respond when I told them it was supposed to be cancelled. The worst customer service I've ever received and most unprofessional provider I've ever dealt with. I'm shocked that a company can act like this and if my issue isn't resolved soon, I'm definitely going to be taking this up with ACCC. Avoid these guys like the plague.
Do NOT even consider this company
This company unfortunately purchased MyNetFone, who we had a naked broadband service with.
Since then we have had nothing but poor experiences.
The speed was so slow and internet stopped frequently.
Contacted Technical Support, and I had to collect Speed Test Data at 3 different times of the day across 3 different days. Then I had to send it to them for analysis and then forwarding onto NBN,
No response at all. No fix. And same problems continued.
They even closed the ticket?!
Now we have moved to BEYOND, which is fantastic!.
I have tried conta...
5 year customer
Ok it's been difficult to get through to a customer service person on many occasions but I have always found them to be helpful, and have always been treated with respect.
Great price on bundles but what a painful experience it was when I up graded my plan.
Communication between different departments i.e customer service and accounts was substandard but I hope this was only because of the changes brought about by the Covid situation.
good internet and happy with results
good connection with no problems such as dropouts etc., it copes well when the kids are gaming and they are a lot happier with the speed and quality of the nbn internet
|Category||Internet Service Providers|
|Standard Monthly Price||$70.00|
|Max Download Speed||50 Mbps|
|Max Upload Speed||20 Mbps|
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