Southern Phone NBN 50/20 (Standard)

The absolute slowest Internet connection one could possibly imagine. I called them up and they kept saying it was from my side. I changed companies and my Internet speed was as fast as it should’ve been, therefore, I would say it was southern phone company providing overcrowded, overused Internet service. Show details

The internet service was unreliable. The connection was slow and frequently interrupted without notice. I work from home, and this affected my work many times. On one occasion, I had no internet for two days and was not informed of any outage. I only found out after calling customer service for clarification. I also missed a payment before the… Read more

due date. A few days later, I called 13 14 64 and made the payment through their system. Despite this, I continued to receive SMS messages saying the payment had not been made and asking me to pay double the amount ($140 instead of $65).

I contacted them and emailed a screenshot of the receipt showing the date, time, and reference number, as requested. However, they did not accept this and asked for a bank statement to prove the money had been deducted. I then had to contact my bank to request an up-to-date statement outside the normal cycle. I don’t like this idea at all cos I don’t few comfortable to share my daily uses.

Couple days later, the bank got back to me. I reacted all my other personal transactions and forwarded the bank statement to the email that I sent the receipt earlier but no response. I later discovered that the previous email address was for one-time use only, so I had to resend the statement to a new email address that I gave me. Even then, it was still not enough. They then asked for the first 6 and last 4 digits of my bank card used for the phone payment and asked me the receipt again. I was so upset but still have to provide the details of my bank account to get things done.

The entire process was extremely time-consuming and frustrating. If the company does not trust its own payment system, they should not use it.

I rarely leave feedback, but this experience was an exception. I do not recommend Southern Phone and regret not reading their reviews before signing up.

Just will not communicate – I had a special price NBN plan with Southern Phone via AGL and one day they just terminated that plan and put me on the full price plan. I emailed several times with no response. Impossible to communicate with. I cancelled and went with another provider. Show details

Dead company 0/5 WARNING – 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… Read more ·  3

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 worsen???(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.

I look forward to conversing with Dakota or Shelby or whatever fake people/bot will be responding

Short AGL!

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… Read more ·  3

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 - it'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.

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. Show details ·  1

Awful network performance, awful customer service – Unbelievably awful. Don't use their router as it will be network locked so you can't use it with any other ISP network when you inevitably leave them because their service is awful. Multiple connection drops a day resulting in a need to reset the router numerous times Show details

Difficult to deal with. Unhelpful customer service – Difficult to deal with .Been trying to cancel my account for 3 months as I have moved. Each time I contact them they find another reason why they cant cancel it. Not being able to find my account, not being able to find my mobile phone number/email or not recognising me as the account holder. Meanwhile continue to charge me. Numerous attempts… Read more

with no result other than frustration and new excuses to charge me. Be cautious with this company. Customers like myself don't seem to be as important as my credit card payments. I have lodged a complaint with the ombudsman

American review of Aussie Internet – If I could rate this a zero star I would. I was told to restart and reset my modem that they advised me to buy, since the old one was out of date. Now I'm being told it's only happening at my location. They have told me it's no one else in my area, just my house. So no solution, no reason, no answers whatsoever. Go through the steps of "restart… Read more

modem, unplug wires, reset" to be told at the end each time "unplanned outage". Been losing internet throughout the day for months now. Its usually down 10 - 16 hours 3 - 4 days during the week. Will consider moving back to the states due to such a crappy experience. I would take the slowest internet in America over this provider any day.

Awful experience – After not being able to get my emails or internet up and running for 5 days, I called customer service. Not only was the operator bored and useless he kept telling me to turn off my speaker as I could not understand word he was saying. My daughter was trying to help me. Hung up on him in the finish. Not happy with service am going elsewhere after 11 years service . Show details

Didn’t ask for it – Woke up this morning from an email from TPG saying my service was being switched to another provider, called them and they said it was already done and it had been switched to southern??? I didn’t authorise this and I had never even heard of the company before nor was I looking to change providers. I doubt this is legal so I’ll be contacting my… Read more

local ombudsman to get to the bottom of this, I guess I’ll enjoy free internet until it gets sorted bcos they have no details for me.

Pathetic internet choice – Have always had problems with the internet such as drops and being slow, they have had people come out but is the biggest mission to get to that stage and after what ever is done a couple weeks later the same problems occurs. I do not recommend. Show details

Absolute shockers! – I don't know whether it's possible to giive a rating of 0 stars, because that's all this company is worth. (Reluctantly, I have to rate them with 1 star - otherwise the review can't be submitted). This morning I relised I had no internet connection. I tried a power cycle (SPC's panacea for Everything). I can't connect via 131464 because my home… Read more

phone is a VOIP service. I tried using my mobile phone. After 3 attempts I managed to connect. Despite a recording indicating I would be sent an authentication code, no code was received. I selected option 2 from the recorded instructions and got 8mins 58 secs of elevator music before the signal dropped out. At 1:44pm I received a text advising "there was an nbn outage in "our" area. It's now resolved". If there was an outage, how is it that all LEDs on the NTD box were as per normal? I tried to connect to the internet again tonight at 8:00pm. NO CONNECTION. Once again, a power cycle did not rectify the situation and all LEDs on the NTD were illuminated. A similar situation occured on 20 Dec. I would also point out that sending an authentication code with a 5 minute time limit doesn't work when it takes 20 minutes or more to be delivered

Worst support out there – Do not go there. Worst tech support I e seen in thirty years of being a computer tech. They'd rate lower than 1 star if you could. Their web site is a rabbit warren of dead ends and finding a hujmsn being there is impossible. Shoe string operation run by corporate goombshs Show details

Ten dollar late payment fee part of business plan – Connection has been acceptable, but when there is a problem it takes an inordinate amount of time to contact them. Since 2018 when Southern Phone took over from Amaysim my ability to communicate on line and on phone has been disrupted. My account number was not recognised, although printed on the invoice. Try communicating to sort anything out!… Read more

Significantly, there is a warning printed on the invoice that Bpay payments can be delayed by up to 48 hours. This is the precursor to their use of $10 penalty for overdue payments. It is part of their punitive business model. I have not seen this "warning" on any other account of mine or had complaints about late payments. After a very long wait I made contact and was eventually placed back in the same queue to go up a level to supervisor. We sorted the ongoing problem of penalties by foregoing this months payment. Latest invoice? Yes, $10 late payment penalty. I'm finished with this nonsense. Just don't do it.

Refuses to refund money - possibly fraudulent, beware!!! – BEWARE OF THIS COMPANY. Southern Phone sent me a bill that was 'overdue'. I paid it. Subsequently, they told me it was a 'billing error' and I had been sent someone else's bill. Over the last month, the battle to get my money back has been ludicrous. Every call I am assured of payment - and it just never arrives. It is looking very much like a… Read more

fraudulent money grab and my hopes of getting repaid the money are rapidly fading.

UPDATE: We allowed SP some time in the Product Review "mediation" before publishing this. They just repeated the same of old line - "this has been sent to the finance dept and we will update you when we can".

Choose another provider – Poor NBN connection, am still being billed 4 months after cancelling my service. Go with SF if you want your time wasted and to spend a long time on hold. Show details

You may die of old age before they answer your call – 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 :/ Show details

Awful Service and Waste of my time NOT RECOMMENDED!! – 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… Read more

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 my worries. The other painful issue that would happen was my direct debit would not come out in time so I would be charged a late fee when the money was always in my account to take. Never got a refund for this as they just kept crediting my account as the issue kept persisting. The final issue which made me cancel my service with them was the worst yet, they for whatever reason removed my direct debit off my account without informing me, this lead to more late fees of course. Paired with that headache they also stopped issuing me bills monthly (which it had always been) and after 2 and half months gave me a huge bill filled with late fees and did not use all the credit I had on my account correctly. During the call with them to resolve this they also informed me my monthly bills were going up or I would have to lower my speed and keep it at them price which was the icing on the cake for me to get rid of them. Even now they have still not sent me a final correct bill after a month of cancelling which is nuts. Would not recommend these guys at all, there are a lot better providers out there with similar pricing and speeds that won't mess you around and waste your time. Hope this helps someone with their decision on choosing a internet provider. Cheers. Luke.

Shocking – 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 Show details

Definitely would not recommend – I have been with this company for a long time and they used to be great . The last 6 years or so there service has been getting worse. Every day I have to reset my internet and on weekends it can be up to 5 times in 2 hrs just so we can watch a movie. When you ring customer service you are on hold for up to and often exceeding an hr to be told one… Read more

of two things there is an outage or the problem is with your modem even if it's a brand new one. Today I was told there is a statewide outage in NSW last week it was a statewide outage in QLD that was causing the disruption. Apparently our house moves states. Other people in my area who have different providers have internet during the state outages??. My advice would be to look elsewhere for NBN

Constant cutouts – Every hour and a half for the past 6 months my internet drops out. I reset my modem once sometimes twice every friggen day! I have called and the tech operator lets me know their is a fault on my connection and it will be sorted but it never changes and they never let me know what the fault is. I never get anywhere near the speeds I pay for. None… Read more

of these issues were ever apparent when I was with Amaysim, I didn't even have to think about my internet connection, it just worked. These people take over in the dead of night, a new company starts direct debiting from my bank account without being asked or informed and since that time has never been the same.

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. Show details

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 Show details

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. Here's why: 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… Read more

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… Read more

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.  Show details

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… Read more

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 different 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.

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 Show details

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. Show details

Stay Away!!! – 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! Show details

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. Show details

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. … Read more

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.