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 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 pat...iently 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.
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!!!!!!
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 ...
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
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.
- Sky Muster
- Verified customer
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 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 t...hey 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.
- Sky Muster
- Verified customer
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 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 ca...n'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.
|Category||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||$190.00|
|Typical Evening Download Speed||5.0 Mbps|
|Max Download Speed||25 Mbps||12 Mbps|
|Max Upload Speed||5 Mbps||1 Mbps|
|Service Type||Satellite / Sky Muster||Satellite / Sky Muster|
Visit official website
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.