Worse customer service ...and I'm not even a customer yet!
I'm about to have the skymuster plus service put on and the advisory said that I will be contacted in 48hrs for update. Today is Monday the following week so I rang in to find where the order was. I was not able to call in even after multiple calls and being put on hold for more than 30 mins. When I rang sales they quickly moved me to another dept where again I was put on hold for 30 mins. So I decided to go to their chat channel where I waited for about 2 hrs before speaking to someone who sounded they didnt know what they were doing and w...ho had to ask their supervisor who then said they will come back to me on a date for installation. That process in itself (which should have taken 10 mins took at least 30 mins). This is incredibly lame for a service provider who hasn't even put the potential customer on! If this doesn't improve when the actual service is eventually connected (who knows when that is), its straight to the telecommunications ombudsman!
The worst customer service biggest mistake moving
I had an active sky muster service that worked weel till I migrated to southern phones 6 days ago and for 6 days I've been offline with no service and no home phone and I take care of my elderly mother who has some health issue so a phone is extremely important . In 6 days I've received nothing for southern phones except for an offline service. I have called their call centre team multiple times and the attitude and poor service is consistent. No one is interested in taking ownership, yesterday I experienced the worst service with the team member just repeating the same line until I hung up the phone. Even through I explained that my mother is a medical priority assistance customer they just don't care
Are always there for tech. support and friendly help.
The problem that I had with our internet was resolved with great help, excellent quality and friendly support by all staff. I would recommend Southern Phone to all my friends and relatives.
Save Your Sanity keep away from southern phones
I have been connected for the last three months with southern phones and have never had such poor unreliable service ,then when you want to call somebody to rectify the problems expect a minimum 35 minute wait .disgusting customer service!!!!!! Thank god I've cancelled my service.
Left without internet for days
As a new customer switching from iinet to southern phone:
1. I was not told when my internet would be activated. Nor could call centre advise of a date.
2. Claimed they did not have my mobile number to activate service: untrue as they had left a message on the phone previous week asking for other info I had also previously provided.
3. Southern Phone cancelled internet connection with my previous supplier, and did not tell me the date this would happen, and I have been left for days without any internet access from either provider as a consequ...
We were changed over to Southern Phone for our fixed wireless nbn after our previous provider Mynetfone sold out or did some deal with them.
The continual service drop outs started almost immediately and to make it worse I have never been able to speak to their service desk without being on hold for at least 45 minutes. Absolute joke. Don’t waste your money because the $10/mth you may think your saving each month will be lost by sitting on the phone for hours trying to get help or buying mobile data because the wifi is out. We bit the bullet and changed providers. Should have done it after the first month. Stay away!!!!!!
Excellent overall !!
Connection reliable except when raining, then experience drop outs.
Have been with Southern Phone for a few years and left them due to poor service, however have returned as Telstra were worse. This time around, service is so much better :)
Very happy with speeds, customer service could be better.
We've had southerphone's satellite NBN service for just over a month now (I suspect it's a re-sold harbourISP product). Installation was pretty quick, however we weren't sent any login details for the service. I spent a good couple of hours on hold on the phone trying to get through to them. After my third call, I got someone who was able to help. So I guess the lesson here is it's a pain to setup, but once it's working, the quality of the product is good. ~25Mbps down is so much better than the 2Mbps we were getting with our old ISP!
Can't contact by phone. Have been with Southern phone for more than 10 years. Service has slipped. Used to be great
Just waited 50 minutes on hold to combine all our lines to Southern.
Will investigate other options. I was given a list of providers for this area by DoDo who were very helpful but don't service this area
Southern Phone charges and customer service is the worst I have ever experienced.
Do not use Southern Phone for anything. They lie about the fees, they lie about emailing u, they lie about returning ur calls. Absolutely terrible. 7 weeks and still haven’t had Satellite Internet transferred from Skymesh to Southern Phone. Have been on hold numerous times only to have them answer at exactly 59mins. They have charged me excess fees for both mobiles and the landline. Was told $97/mth for bundle landline, Sat Internet, and 2 mobiles together. So far up to almost $350 for 2 mths. Absolute robbery. Zero communication. Nothing recorded. I thought Skymesh was bad but this company is 1000% worse. I’m changing all my accounts back. Will tell anyone I meet how terrible this company is. DO NOT USE THEM, U WILL REGRET IT!!!
Extremely bad service. Very slow. Never return emails. Opened an assessment on my speeds and was told it would take 48hrs to complete. 2 weeks later I contacted them and was told that I couldn't expect any better because if where I live yet my neighbour gets good speeds. I was told I will have to wait until the NBN is upgraded at the end of the year. So I just keep paying for a service I am not getting. The girl on the chat page was unhelpful (ruby) and did not offer any solution. So I am stuck in a contract where I am not getting what I pay for.
Was just on hold for over 30 minutes whilst writing this review only to be hung up on and the internet to die so my review got lost!
Awful service- unable to talk to anyone, or speak on live chat as there is always a queue or promise of a call back that either never happens or happens when I am at work and they cannot fix it as I am not near the 'service'!
I cannot even get ahold of anyone to cancel this terrible service.I was told that they would look at it as it never works and I would be called back, they have never called me back. I was ...
- Sky Muster
- Verified customer
let down by very poor customer service.
For my purposes the connection has been ok. a little slow at times but generally acceptable. My main problem was not receiving my modem for over 3 weeks and not being able to make contact with so called support. I don't think it is acceptable to be told to wait for 45 minutes to speak to someone who offers platitudes instead of solutions. To be fair once I did make contact with a supervisor my problem was dealt with satisfactorily.
Please employ more people to answer your phones and train your staff thoroughly.
I wouldn't rate these clowns
Pathetic customer service rarely get a call back. Bills are constantly wrong. Tried for an adsl service they said they couldn't supply. Found out from Telstra technician it could've been done no worries now have to put up with crap nbn satellite. One very ticked off customer. 4 days trying to contact them via both phone email and live chat no wonder the ombudsman hears about them often.
No customer service whatsoever
Could not connect 16 digit number is only 14 on sim no instruction as where number is cant use landline or mobile to get a result going back to telstra never entertain such a poor excuse for a carrier
Had a minor issue but it was resolved quickly
Had no internet until the skymuster service became available in 2017.
Contacted Southern Phone for a connection and had a two or three week wait for an NBN satellite dish to be installed on my roof, which wasn't too long from what I've heard. I signed up to a basic plan and, after a few months, was given increased data at no extra cost.
The internet speed is not too bad. Not having had it before I don't know what speed is "good" and what is "bad", however, I can view online video without buffering, there are no dropouts and I can pay bill...s on line without having to drive 50km to my nearest town. You city dwellers can bag the NBN all you like, but its been a remarkable, positive change for me. Overall I am happy with their service to date with the exception of one small hiccup. I went on line to change over from paper bills to emailed bills and received a confirmation email that Southern Phone would make the change next bill. This didn't happen, and I had to make a followup email and complain. They responded within a couple of days and were very apologetic. The emailed bills have since been arriving as requested.
Best customer service
Extremely reliable compared to what I have heard about other service providers. I have only experienced one dropout since connecting to the internet and the call centre staff and technicians (who seemed to take a genuine interest in assisting) resolved the issue in under half an hour.
It's good for me
I have NBN Satellite it isn't fast but its better than the old system and no dropout so far I'm not interested in the speed Im 80 year old and a bit slow to. Thanks. Bob
Customer service? Not from southern phone!
I am typing this while on hold for the third time today and a total of two hours over the last two days. I have yet to receive a single byte of data. The low prices are not worth the non-existent customer service.
Never Ever Ever Again
Sky Muster Satellite. Ported over from another ISP on 1st June after waiting from the beginning of May to change over. From the time they ported I have had no internet. I have lost count of the calls I have made to their call centre and have been given incorrect user names and passwords, told the issue was my router settings and promised numerous call backs that I have never received. There is no caring in their support and the wait times are beyond ridiculous. They treat incoming calls as more important than call backs and tell you they w...on't ring you if there is no update. I am still waiting 12 days later for them to tell me what the problem is let alone have it rectified. I spent 1 hour on the phone to them last Friday (08/06/18) and got told the Satellite Specialist would ring me within 45 minutes. I rang them 48 hours later to be told that they didn't have enough staff on and that someone would ring me on Tuesday as Monday was a public holiday. When I mentioned I wanted a call back regardless I was told that if there was no update, I would not receive a call. I explained politely to the young girl on the phone that I would be involving the TIO if I hadn't had a call on Tuesday (today). I received a non informative email from some one shortly after saying if I was still experiencing issues to call them or reply to the email. I am still waiting for my call. I put in an application to port my service to another supplier today and will not be dealing with Southern Phone ever again even if they are the only supplier on the earth.
|Category||Internet Service Providers||Internet Service Providers|
|Service Type||Satellite / Sky Muster||Satellite / Sky Muster|
|NBN Speed Tier||12/1||25/5|
|Max Download Speed||12 Mbps||25 Mbps|
|Max Upload Speed||1 Mbps||5 Mbps|
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