Sure Telecom

They're called SoleNet now – and they're still just as bad as others are saying. They tricked us into some sort of 'contract' that we never signed. Unexplained over-charges in bills - try to ring them up about it and they don't answer!

customer is always wrong – Omg this company is friggen useless, I have only ever had trouble with them, communication with them is so frustrating, they dont like hearing the truth, they hang up on you, cut your phone off, say you dont pay your bills.......never ever again

Keep away from sure telecom – I was with suretelcom for 4 years when they first rang me the offer was to good not to take the offer l had to give my card no my Medicare no they took the 1st payment out then the next the agreement was l would bpay l was bpaying and they were still taking from my account so l went to the bank and had the bank to change the card number that was… Read more

the best thing l did my agreement was $69.00 a month inc GST l never had a bill that was right little things were add every bill it was hell many times l had to have teco ombudsman deal with them then changed there name to solenet because l wouldn't take the nbn internet with them they cut me off with no phone they tried to take my 1st payment in advance as it had been used over the years that wasn't true they think we are dumb that month in advances stays there till you leave now l have had the phone disconnected they want to remove my name and number from the white pages. once again ombudsman on the case if you are having trouble keep all emails dates and who you talk to on the phone and report them to the ombudsman as they are there to help there information is on the net my advise keep away from solenet 12 months ago one night l had a phone call from a overseas man saying my name was ---- my birthdate was----- address----- Medicare no---- l told him it wasn't me l know it come from this company as when l started with sure telcom they spelt my name very wrong and this man had it spelt the same when l call sure telcom they said they had just sacked some workers they must have taken information l still wonder what has this man done with my information bad company keep away

Amazing Service – Recently took full service (Landline and broadband), and took a mobile service for my son Sure Telecom plans are simple and it made it easy to choose a product. Cheaper than most other companies was with that dodoo mob before and got fed up of their shit service no hassles these guys and it was straight forward process lovely customer service Simple plans, no confusion non

Awesome product – I've been with Sure Telecom since its inception. I have unlimited broadband & home phone. I find the service fast and if there is ever a problem it is usually fixed within 24hrs. I use the Internet to play COD online and stream live NBA games & MMA fights in HD, and very rarely do I get any lag. Whilst having an overseas call centre is… Read more

somewhat annoying, there is nothing but praise for the rest of the services provided by Sure Telecom. Unlimited Broadband Internet

Unlimited Broadband! – Loving the Unlimited Broadband provided by this company, they sent me a brand new modem free of charge and the set up was very easy. I had issues with the wireless modem that I used to have, this new Netcomm one is powerful. Service has not gone down yet! Fingers Crossed. Easy setup and new Modem for better wireless

Solenet - lying, deceiftful company! Avoid them at all costs! – They rang claiming they were from Telstra and they wanted to give me a discount for the next 24 months for paying my bills on time... They were trying to sign me up to a contract without me being aware of it, the alarm bells rang when he said I would receive an account from solenet.. very dodgy, I worry for the elderly! This company needs to be stopped!!

Solenet – This was Sure Telecom until September 2014 when I did not receive my account, when I rang they had changed there name, asked for my account 3 months later never received it or had any answer to my call . February2015 received a Ecollect summons, I had to pay over $250.00 over and above the calls they said they had a 24 month contract and I had… Read more

not paid their bill, how do you pay a bill you do not receive by email or prove you did not have a contract. Just do not even consider having any dealings with this organisation. Never make arrangements with overseas company's. They target older people. BE WARNED.

Elderly Abuse – SoleNet: The Worst Kind of Fraudsters – My elderly mother is in the early stages of dementia and has no memory of being contacted by SoleNet (Sure Telecom). She only remembers Telstra calling to verify her details. I now realise she may have been tricked into believing she was speaking to Telstra. SoleNet (Sure Telecom) are dodgy as hell. After reading these reviews I’m seeing a… Read more

pattern of exactly what happened to my mother. Her landline was switched from Telstra without her knowledge or consent. She only asked for my help when SoleNet called to say they were disconnecting her phone due to non-payment. She has never paid a bill late in her life and didn’t understand what was going on. The details of Mum’s case are too long to go into in this review but SoleNet (or whatever they change their name to next) are fraudsters and liars of the worst kind. I have complained to the TIO who advised me this was not the first complaint of this nature. SoleNet are really despicable people. Stay away.

Check,Check and do the research - always! – I answered the phone to a women saying she was not selling anything, changing anything and only needed to make sure they had the correct details of the person's number they were calling, and if I provided this information my elderly mother, (whose phone I had answered while visiting her), would receive significantly lower bills. After aggressive… Read more

questioning (by me) and very good, but misleading answers I asked for a website to check if it was a scam company. I went to the homepage, read the information (terms & conditions) and then googled the company 'complaints against Solenet'. I came across all these negative comments and read them to my other who has the beginnings of dementia and says yes to a lot of things when called on the phone (and I have to cancel). I read some of the comments found here and she was amazed and so was I so I thank you for making your experiences known so that it says heartache by others (namely my mum at this time). It truly pays to do research before agreeing to anything over the phone or internet. Keep up the good work fellow Australians and thank you for your warnings! She is calling me back in two hours - I wonder what I'll have to say to her?

Worst Telco ever – My elderly mother was coerced into taking a contract with Sure Telecom /Solenet with the offer of "special pricing for seniors". They tricked her into taking out a contract - failed to disclose cooling off period, switched her to Solenet without her consent, charged a ridiculous $90 set up fee that was never disclosed ahead of being imposed,… Read more

attempting to charge her for 2 months of service while she was with her other carrier, charged her for random services that she did not sign up for or ever use such as message bank, attempting to charge penalties and late fees for invoices sent after the due date. My mother wants out and we'll be taken Solenet to the Ombudsman if this isn't resolved shortly. Dodgy as hell!!!!!

Stay away from Sure Telecom – I had one of wost experience from this provider. They were dishonest during original phone call. I put in condition for contract to check that I do not have other contractual obligation but it was not recorded. Person on phone a few times told me that I do not have any contract and free to start with Sure Telecom. I had contract for $29 per month… Read more

but they charge 40 for first month and 119 for second. I have to break the contract with them and assume that I have to pay 760 as was in contract. Company never send me invoice they send information to EC Legal and I got letter that ask me to pay $1027. I have to pay to avoid further penalty and court.

Three times I call to Sure Telecom customer service. They promised them manager will call back and it never happened.

Do not trust any promises from this company. It cost me $1027 to listen them.

Sure telecom now hiding behind the new name sole – I have never and will never ever again in my life had such a bad experience as i have with these fools..Words fail me...They use a call centre in the philippines ( so does telstra ) buy this mob have a staff of i believe 3 and they do not understand customer satisfaction, they can not understand simple questions !! They have… Read more

changed their name again. If you choose to go with them you will regret, i lost my mobile number for around 2 months its also my business number , they change providers on a regular basis, the mess around is nothing short of sickening..They cut of my daughters mobile , the inv was not even due ?? I contacted the telecommunication ombudsman , whom are dealing with the mess now, i am not the first and not the last, this mess was with my son also , (different account) they charged him $3000 something when he had a cap of $60 aprox they refused to sort it out , he had to leave,,,,,,,be warned !!!!!! I would guess with the total stupidity of these people they wont be around much longer..The manager or part owner , actually invited me to invest with them !!!! The last straw was chicken noises in the background and i could not hear her, when she returned my call i could not hear, she could not answer my simple questions.... Join them at your peril !!!!!!

Extortionists – This company has gone into receivership on the 10/10/2014. Just letting you all know that it would be advisable to cancel your c/c as they took money from my account on the 10/10/14.

Targetting the Elderly and Processes Dodgy – Shady company with dishonest representation. I threated them with legal action on behalf of my father (79) when he tried to get out of his contract which they said he couldn’t do without paying hundreds of dollars. The ‘waived’ their fees. He was paying almost twice as much than at his old provider with all the hidden charges like paying bills… Read more

using BPAY/Post Office. Bunch of crooks. Employees must be so proud to say they work for Sure Telecom!!! When he went back to his old provider and told them the story, they didn't charge him all the reconnections fees. Good on you Telstra.

Fraud or What? – I was going through my phone bills for the tax year and noticed a lot of 1300 calls. I am sure I only made two 1300 calls this year to the Rural Fire Brigade. Then I noticed the calls for August were IDENTICAL to the calls for July!!! The only difference being the Month name. Then another called to number keeps appearing after 10-11pm. My wife… Read more

and I have retired long before then. As we don't have anyone else living here (i.e. mischievous children) I'm at a loss as to how these calls are appearing on our bills.

the worst phone provider that we have ever encounted – the phone & internet service is fine, but the business administration is just hopeless we have been a customer for over 3 years & every now & again our services get cut off because of admin blunders the problem eventually get's fixed with promises that it will never happen again, but you guessed it, they sure do last week we had our… Read more

services cut off 2 days prior to the account pay date & they hold a gun to our heads by not connecting until we pay when it's not even due yet

I have been waiting for james the director to return my numerous calls every day for 3 days now & we are still cut off

I have tried to reason with the admin that we pay on time, but they refuse to do anything until james get's off his back side & calls me

we have lost business from being cut off & this is the final time that we can go through this rubbish again, especially since it's not even our fault again services are telstra very poor service from their admin

Call from Sure Telecom – I just got a call from these people, after outlining the discounts they were giving me, and stating they were from Telstra, the woman put me into her supervisor who proceeded to talk me thru the voice activation process. While he was doing this I googled the company and came across this page. After reading a few reviews, I told the caller that I… Read more

would talk to my husband about the deal tonight and they can call me back tomorrow. They got my medicare number, but didn't get as far as asking for my credit card details, which I never would have given them anyway, I pay my bills online and not with credit cards. If they call back tomorrow, I'll be sure to tell then to f*** off .... after reading the reviews here. Thanks everyone for your comments and advice. Oh, the other thing ? they said they were offering this deal to senior citizens, and I don't turn 60 till next month ..... Nothing Sounds dodgy and after I read the reviews, terminated the call with the representative

Aweful & Hopeless – It has been over 6 months haggling and me refusing to pay late charges or fees for not using direct debit. I will persevere with this mob until my 2 years is up but I call the shots and only pay what I use - no more no less. Don't go near this company. They rip you off when ever they think you're not looking. Check your accounts properly. … Read more

Check your GST too - I was being hit twice. Don't use them they are terrible.

Accounting, billing system and being able to resolve problems

Sure Telecom – These people initially posed as Telstra representatives and made out that they knew my plan and and for my loyalty and that I paid automatically that they will reduce my land line fees to $29 p/month inclusive of GST and that all my calls will now be 20c regardless of where and how long I ring etc. . The dead give away was the time lag during the… Read more

call and the Indian/Malaysian accents so I hung up and a man this time rang me back quite annoyed and aggressive so I hung up again after telling him to ring back tomorrow after I checked with Telstra. That call ain't going to happen is it ?

Lied to me to try to sell me something – I just got a call from someone saying they were from this company. The person told me that this company is a wholesaler and provides services to Vodafone, Telstra, Optus and others. I was told that my services are actually already provided by Sure Telecom and there was a decrease in wholesale rates for my landline service which they kindly wanted… Read more

to pass on to me.

The representative lied to me about how much I was paying for my current service. They also claimed that I was paying certain high call rates to make it look like theirs were cheap. (The rates they said I was paying weren't correct.) When I questioned this, they then pretended that the rates they said I was paying were from last year. (This is also a lie.)

When I asked the representative for the details of my current service, she wouldn't tell me and instead tried to make up excuses to get me to tell them to her despite her claims that she was already providing my service. After this, she changed her story and started implying my service was with a different, unrelated provider.

At this point, I asked her if she was trying to sell me something. She just asked me why I thought that and implied that it wasn't a sales call. After this, she said she was just trying to save me money by providing better rates through her company. So therefore she was also lying about whether it was a sales call.

After I questioned some of the lies a bit more, the representative quickly said a polite but insincere-sounding good-bye and hung up. She also kept calling me "Rodney", which is not my name and not a name related to my landline account.

I've also been on the Do Not Call Register for over a year, yet I still received this unsolicited marketing call. The representative had an accent and spoke quickly, so I had to ask her to repeat herself several times.

From my experience, I don't think it's a good idea to have anything to do with this company.

representative difficult to understand due to accent, told lies to try to sell me a service, pushy, rude, ignored my "do not call" status

Trying to con me too!! – Got a call from Sure Telecom last night on my home landline pretending to be part of Telstra and offering me free local calls for 2 years and no line rental fees ever. Thought it too good to be true and found out I was right when I googled them and read some of these reviews!! Total con

Easy and Professional – Sure Telecom called me to invite me to sign up to their landline service. After hearing their rates and checking our current service it seemed a good offer so we accepted the connection. Since then there has been a couple of extra charges on the contract, however not unreasonable and similiar to most other telcos. It was easy to sign up and their… Read more

Philippine customer service are friendly and are eager to satisfy me with my enquiries. Easy and Professional Other charges appeared.

Breaches do not call register – This company, Sure Telecom list their address as Balkham Hills, Sydney with the web address, suretelecom.com.au. A caller from this company phoned to offer me reduced line rental and call charges. I am listed on the 'do not call' register. The caller was very pushy and insisted on getting personal details from me. I did not give these, and when… Read more

I asked the caller for a phone number that I could call them on, they hung up.

Said in the opening paragraph. I asked whether the purpose of the call was to offer me to change my service provider. The caller insisted the purpose of the call was to offer me discounts.

Sure Telecom disappointed us entirely – Not only they did not provided the agreed service, they charged us connection fee incorrectly. They did not resolve problem after several e-mails. They also asked for credit card and other personal details. We still do not have any written contract with the company after 3 months. Very aggressive at the beginning. The company should be deregistered, they do not provide any valuable service.

This group need to be deregistered – I have had two phone calls from these people. I listened carefully and asked questions and both times the "consultant" Male on night 1 and female on night 2, became cross with me. They said they were Sure Telecom, the same as Telstra. They wanted my credit card and medicare nos. When I refused, they were very verbally aggressive, and asked why I… Read more

wouldn't cooperate. When I said, "thanks for the information but I am not interested", I was told, "I am not giving you information, I need to register you now". I hung up. I won't take these calls in future. I worry for all older people as this is very distressing for them to be confronted and pressured so insensitively.

I do have real concerns for the "consultants" too. I feel they are being used and taken advantage of and hope they are not in an abusive work situation. They would not choose do this type of degrading and unfair work.

Dislike of suretelecom – After being double charged on my account and threatend with being disconnected i terminated my account with them. i am still being treated like an fool with calls going to disconnect me again .I am at the stage of suing them for stress because of their attitude.any one who gets involved with them has to have rocks in their head. you must be joking their baffeling attitude and overbearing attitude .

Run theother way tell everyone – They've just done the same to my mum as the others here, she was in tears. I called a few of the tenants on the same floor of the building where, according to their Australian company registration, their registered office is no one has ever heard of them. Good luck to anyone sending a complaint to the manager to their Baulkham Hills office like… Read more

their website tells you to. I also note their website doesn't list their ACN or ABN number. I'd like to get of the piece of dirt giving them their leads.

Bully Boy Tactics with 94 Year Old – My frail aged 94 year old mother was conned into changing her telephone from Telstra to Sure Telecom. When her son changed it back and informed them that she had no idea what she was doing. .they set their Collection Agency on her. They ring and harass her and her health is suffering..they have cut her phone off. We have offered to go to court… Read more

but no response. This company run by [name removed] from Greystanes in Sydney with Directors on Jersey Isle in England) need looking into. We are taking this to the Telco Ombudsman. E Collect are cruel and immoral chasing a 94 year old for a trumped up charge.

It is a con. Needs investigation.

Difficult and bullying behaviour – This company rang my mum (85yo) whose has limited English and suffers from Dementia and persuaded her to change providers telling her they were cheaper than Telstra. My mum was not aware of this until she asked me to contact Telstra re: her messages 101. Telstra informed me that they were no longer the provider. I went ahead and cancelled Sure… Read more

Telecom and explained that I have Power of Attorney over mum and she could not make any decisions. Sure Telecom continued to serve up invoices and phone calls (even from Atlanta? Just bizarre) where the fine/penalty for cancelling with them went from $738.60 to $1056!!! Mum also received a letter from their litigation lawyers. I had to go to my lawyer to send a letter to confirm that I have POA and after many emails, phone calls I have just received an invoice to pay $16. This company must be investigated by ASIC. Their methods of 'selling' warrants investigation and their behaviour has caused a lot of distress to my mum and to myself . They need to be exposed so that other frail people do not fall victim..

Preying on the elderly – My 83 yo father recently got duped into giving his cc details to this mob - who said they were from Telstra. No documents arrived in the mail to confirm who they were and they debited money as a 'connection fee and first month payment' before we even knew what was happening. After speaking to the department of consumer and business services they… Read more

informed us that unsolcited phone calls require a 10 day cooling off - which was not provided. These people are dodgy and we've made a formal complaint to the TIO. I despise people like this, stay away and protect your vulnerable loved ones from businesses that use these sorts of cold calling tactics. Stay away from SURE TELECOM!!

hard sell, preying on the elderly and vulnerable, deceptive business practices

Pushy and rude! Beware! – This company rang us and told my husband they were from Telstra. We were rushing out the door at the time and as he thought the deal was good he gave them his Medicare number and credit card number but when she asked for the three digit number on the back the alarm bells rang and he asked her to verify if they were from Telstra ,it was then they… Read more

said they were from Sure telecom. He tried to tell the her was not interested and they would not listen. We told her we had an appointment and asked her to call back to stall them so We could immediately cancel out credit card. When she called back I took the call and no matter how many questions I asked or how much I challenged her she got aggressive and would not listen. She even told me to stop interrupting her !!! I told her I wanted answers. It turned into a massive fight with her not listening to me in any way shape of form. I let her give her speel and still again for the tenth time said I was not interested. She said that she had our details and would send the paperwork at the end of the week ..I said she was wasting her time as I had cancelled the credit card...it was then she called a male to talk to me. He wanted to know what the problem was and I said there was no problem, only that I didn't want to sign with them and it wasn't sinking in!!! He asked me for a reason and I said I didn't have to give me a reason..he said that I did have to give a reason and I told him that it was my free choice not to go with them and I didn't need a reason..by now I was yelling at him ... He got quite Agro and when told him the credit card had been cancelled he gave up. DO not even listen to these people . And beware as they will say they are from Telstra .. they are not Telstra!!!!

Impossible – I have been with them for nearly 10 months. The first four were OK then I started getting incorrect charges and fees for my fax line which didn't work not to mention the GST being charged twice. I could get very little satisfaction in resolving this so I stopped access to my credit card and then they seemed to listen. I was able to negotiate… Read more

what the charges should have been and paid that; however since then the later bills don't reflect the negotiated changes and I'm back to being charged for services I don't receive and thank God I did not sign a direct deposit form. However I see now in the terms that there is a ridiculous fee for termination. I certainly wasn't told about being locked into a 24month contract with termination fees for a landline. I have not terminated but have been charged over $800 for apparently doing so. All I would like to do is pay what I am contracted to. Why is it so hard??

incompetent, overcharge, difficult to negotiate with,

Disgusted! – This company employs totally unethical tactics when trying to con elderly people to change providers. My 85 yr old father in law thought Telstra had called to review his contract. He was very frail and vulnerable at this time, having recently lost his wife of 62 yrs. He said he was confused by the fast pace of the conversation, but gave his Bank… Read more

details over the phone because in his words "the guy made him rattled". Very distressed and rightly believing he had been conned, he went straight to the bank and was advised there to close his account immediately. It has been weeks of upset and drama since which has adversely affected his health. Our pleas to Sure Telecom to leave him alone and deal with us has fallen on deaf ears. They are unscrupulous with the elderly. Their behaviour falls into the category of Elder Abuse.

Shocking cold call tactics - unscrupulous

Annoyed and Frustrated – They called my 68year old father who doesn't speak English very well and said they were with Telstra and offering discounts. He asked them to send the pricing details so that I could review them but instead they proceeded with the voice verification recording and gaining his Direct debit details (they said it was just to put on the form and to… Read more

complete the paperwork they were sending). I've called them on a number of occasions and have never gotten through to them, instead going to some obscure "extension 7012 message" and having to leave a message and contact number. To add insult to injury their customer service 1300 # isn't a free call for Sure Customers. I sent an email complaint last week, after reviewing the voice verification call. I outlined all the discrepancies between the voice verification and the written contract they sent to my father and outlined all the issues I had with their methods and conduct. Today I received an email stating that my complaint was closed, with no other information attached or any answers to my enquiry. I've had enough and have put in a complaint with the TIO. It has been a terrible ordeal for my father and for myself and I've wasted so much time trying to get them to action my requests. I would definitely avoid this company at all costs. I agree with previous comments, that anyone who has issues with this company should firstly try and resolve them with Sure Telecom, but if you are experiencing the same delays and run around and incompetence that we all seem to be going through, then I'd suggest putting in a complaint to the TIO. The TIO have sent the complaint to Sure Telecom and I now have until the 8th of October to discuss this with them and reach a resolution. I will keep you posted on the outcome. Good Luck to you all.

Incompetent people who do not note the account, who do not pay any attention to detail. Their telephone line is always 'experiencing lengthy delays' and you always have to leave a message to call them back.