Southern Phone Sky Muster Plus

Useless – Don't waste your time with Southern phone crap company couldn't even get me connected after 4 appointments and 4 weeks of waiting completely [Content Removed] Show details

Staff need more training – I have tried 3 times to speak to someone who knows how to read my metered data usage, I am trying to work out how much data I am using so that I don't go over my limit but I keep getting put thru to yet another person that doesn't know where to look on the account. I used to just look on my account portal but for some reason, someone in their… Read more

wisdom decided to change this service. I have been reading the reviews on here and customer service has gone thru the floor. We have been with southern phones for many many years and you were the go-to company that I recommended to anyone who would listen but with the poor service we have had over the last couple of years, I wouldn't anymore.

very poor customer service, very poor bandwidth, account website does not provide data usage stats – The quality of satellite broadband provided has become poorer and poorer since 2019 when I first opened an account. I pay $100 a month for a 25/5 connection, and continually get speeds BELOW 2mbps. Communication with customer service is time consuming. When you do eventually get through to a rep, email tickets are closed before the situation is… Read more

resolved or not answered at all. Phone reps try to help, but due to alleged problems contacting SkyMuster engineers, the situation never gets resolved. I have been told that I will get call backs, and it doesn't happen.

Avoid avoid avoid. I In the meantime have signed up to the Starlink waiting list, and await this new superior service with great anticipation.

Customer Focussed with better Sky Muster – Sky Muster is our only internet option. Southern Phone have provided professional customer service and a higher quality internet connection with no buffering or congestion as some other providers have. Show details ·  1

We rely on satellite – Reliable connection, indicator is blue 99.9% of the time, rarely orange We have absolutely no problems with NBN At 1100-1110 hr today Using ookla, Download 4.7, 10.8, Upload 0.8, 0.0; this range is typical We started with satellite around 2001 - have 3 dishes over the years Show details ·  2

Staggering incompetence, or deliberate rorting? – I contacted Southern Phone on 21st Dec 2020 to ask about their 200gb NBN 25 plan. At the time I was with iiNet, but the best plan they had on offer was insufficient for my needs. I provided my details (including debit card number) and was given an ACC258 484, and told 'too easy', someone would be in touch via sms shortly. Having still heard… Read more

nothing by 29th Dec I made contact again, and spoke to Rosa, who informed me someone called Linda had tried to get in touch to find out what kind of roof I had so as to expedite a full installation. I patiently explained that I had not heard from Linda, was already fully connected via satellite dish to the NBN, and had provided full details of my requirements in my initial call (simply switching from one provider to another).

I was passed on to a Max, who assured me all was in hand, and I would be contacted, again via sms, very shortly.

Still having heard nothing from Southern Phone by 31st Dec I contacted them again and asked that they cancel my initial request. I would take my business elsewhere. This time I was again spun the line ( I didn't catch this gent's name, unfortunately) that the delay was due to the NBN not knowing what my roof was made of. I pointed out that only the night before I was happily bingeing on Netflix, so I was pretty sure the conundrum of my roof had been solved.

At which point the young man informed me (and this is one for all you Joseph Heller 'Catch 22' fans) that if I cancelled before I was connected I would be charged $99.00, but if I waited until after I was connected I could cancel at any time thereafter without charge!

He then put me on hold for a couple of minutes, returning to say I should sit by my phone, and at about 7.00pm that evening I would definitely be connected and receive the promised sms detailing what I needed to do to activate my new Southern Phone service.

I took all this with the pinch of salt I'd become accustomed to season my dealings with this company, and next day, after no contact whatever I sent my own sms to SouthernPhone's main line reiterating my cancellation.

I heard nothing more from the company until 12th January 2021 — my first official communication from them — when they informed me my connection had been completed, and I should connect my modem and turn it on.

By this time I was already six days into a new contract with SkyMesh, and the handover from iiNet was complete.

I thought no more about Southern Phone until yesterday, 24th Jan, when I received a bill from them for $167.74, despite never having used or been connected to their service.

I immediately emailed my reply pointing out in summary form what I have outlined in detail here. So far I have heard nothing from them in reply, and have taken steps to insure they will not be paid for a service they failed to deliver.

I think it only fair to warn others, particularly pensioners and elderly no-so-tech-savvy customers to avoid this company, especially as they appear to target this demographic in their ads.

Postscript update: I learned today from SkyMesh that my satellite service has been hijacked by Southern Phone, despite my repeated attempts to cancel, and the significant time lag between 21 Dec 2020 and 12th Jan 2021, during which time I had entered a new contract with another company. Southern Phone has taken over my service without my consent and without the usually accepted acknowledgements when this occurs. I have made a formal complaint today through TIO .

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… Read more

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 who 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… Read more

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. Show details ·  1

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. Show details

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… Read more

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 consequence. 4. Told by call centre advisor that iinet cancelled internet, or a fault with iinet : called iinet and this is untrue. SOUTHERN PHONE Cancelled my old service without my knowledge or confirmation. Left for days with no internet or information! Very poor service.

Worst service – 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… Read more

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 :) Show details ·  1

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… Read more ·  1

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 Show details

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… Read more

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!!!

Pathetic – 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… Read more

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.

Terrible – 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… Read more

'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 told I would get a reimbursement of the two months I have paid for as I haven't received the service, and that never happened, in fact they have sent me another bill!

Worst company I have ever had the displeasure of being involved in- even the council and Optus have been more sensible and pleasurable to deal with.

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… Read more

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.  Show details

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  Show details

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… Read more ·  1

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 bills 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.  Show details ·  2

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  Show details ·  1

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.  Show details

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… Read more

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 won'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.

Clueless, Hopeless, Useless - Save yourself the waste of time! – Where do you even start with this company. We ordered an NBN SkyMuster service with Southern Phone in November 2017 and it wasn't until March 2018 it was actually installed. For the 4 months of cancelled appointments and the like southern phone were absolutely clueless about what was going on, or who was organising anything. But we'll give them… Read more

the benefit of the doubt, NBN SkyMuster is fairly (not really) new and they've clearly just not trained their staff at all.

Anyway, the thing is finally installed and that's when it's revealed that they don't offer public IP addresses like literally every other ISP I have found (instead using a "carrier grade NAT"). This is an issue for us as we have a small CCTV system for when we're away. They ignored my email to tech support and after an hour on hold I was told to "just google what's my ip" no guys - that's not how it works.

So after 4 months of delays and hassle, only using the actual service for half a month at best, we've terminated our account and switched provider. And now, they want to charge us a $400 breach of contact fee for the ADSL service we had before the NBN was installed saying we were on a 24 month contract despite signing that back in 2013....2013. That was 5 years ago Southern Phone! Not 2, not 3, not even 4, 5 years ago! They do not email you about contracts or confirmations for orders however I am 100% sure we did not sign any 24 month contract for ADSL after ordering an NBN plan - makes no sense! We will be taking this as far as it has to go because that is blatant robbery, and the worst part is...they don't even get it, every time you (finally, after an average wait time of 80 minutes although woo hoo they offer call backs) get through to them they just don't understand what's going on!

If you're reading this, I genuinely want to save you the hassle that will be dealing with this company, it's just not worth it. They're not cheaper, they're not better, they're not anything other than useless. Put the names of all the other providers in a hat and pick on at random if you have to - just let Southern Phone go (preferably under at this point...).

Great prices and speed on NBN Satellite – Southern phone have been great, the prices are cheaper than other providers and the speed is really good. I've only had a couple of issues but that was due to an nbn fault and southern phone were very helpful in working it out.  Show reply

An absolute trash – This company is an absolute trash. I made the contract on 30th of October and i had the confirmed message on 1st of November that the internet is connected. But the thing is the modem did not come. Then after a week, the modem came and i set it up, doesn't work. It took me 3 weeks to find out what the problem is, now its 4th of December, they are… Read more

sending a technician on 14th of December which I'm not at home. Like what other reviewers said, have to wait for half an hour (which was shorter than normal) to contact with them and the girl said i can't be at home at 14th, and i already waited more than 5 weeks to get connected so why couldn't you put a tech before that and said “sorry that is the only date we can put a technician to your area. And if you can not be at home at 14th, it has to be after the week.” I can not believe this crap is happening to me. They also sent me a bill for ‘connection’ for the November which ‘i haven't even used a bit’ This is a telecommunication company who cant communicate with customers.

Perfect recommended ISP phone & internet having to use phone to get internet & use up my Mobile Data – The status of my Skymuster service is I have been WITHOUT it since they took over at 130PM yesterday 23-11-17 & I am becoming angry at a company who mess around fails to call customers back fAILS to reply to customers messages left due to no chat & has NOT fixed the issue. Waited on chat for 20 mins to be told its a tech issue I can not help with… Read more

needed to call.

Called & waited 35 mins.

No return call at end of day left without Internet.

It was a simple Change of Provider & you stuffed it with absolute precision.

Extremely Unhappy!

Southern Phone doesn't know how to pick up their phones – Here's the story: We left Dodo because they were mildly unhelpful, and Southern Phone were more then happy to sign us up. And it's after we joined them that the problems started. We got our modem quick. We hooked it up to our nbn, but our internet speed plummeted from the 25mb upload we had with Dodo, to only 1mb upload. And our voip phone… Read more

stopped working all together. This was in the span of an hour.

For three hours, I was on hold (no joke). They weren't willing to listen to me, and kept transferring me between departments. They even hung up on me at one point. They don't seem to want to hear your complaints, just sign you up to their company (ironically the only department you DON'T have to listen to dreadful hold music for).

We were with Southern Phone for less then a week before we went crawling back to Dodo. Never again.