Southern Phone Reviews 

Absoultely horrible service. They wouldn't keep my card on file, causing my billing to always go overdue, the service drops out constantly and they blame you for the issues, saying that its your modem

I experienced unbelievably bad customer service on the first few calls I made to them. After my father passed away, it took several months and several calls to get them to close his account, meanwhile they continued to send bills with late fees to his unmonitored email account. Then they messed up my mother's credit check several times and refused to transfer my father's services to my mothers name. Then refused to record permission for me to enquire on behalf of my mother unless I was sitting next to her. They refused to call her and ask her, so I'd have to drive 150 km just to call and enquire every time they messed up. The prices and internet service are on par with other providers, not better. My mother is worried about losing her email account she has with them.

EDITED to ADD:
On my fifth call to them, I started to get some traction when the consultant put me on hold to go talk with a manager. Unfortunately, he did something to make the call fail and hung up me because he couldn't hear me. That gave me hope that something could be done.

So I called a sixth time. I got a very good consultant. He suspected error in original credit check, ensured I was a permanent representative and didn't need to be physically present with my mother to call about her account, raised an internal complaint about the transfer of service, and it was completely sorted out within about 24 hours.

That last experience exceeded what is expected from providers, whereas several earlier experiences were terrible. I've changed my rating from 1 to 3. They need to provide better customer service training.

1. ALL Customer service consultants need to understand how to give permission for someone to permanent act on behalf of a family member who cannot sort problems out for themselves.

2. Customer service consultants need to know how to do credit checks better and properly investigate ones that fail.

3. ALL Customer services consultants need to raise Internal complaints after the first couple of calls about a problem.

I do not recommend using this company!
The internet didn’t work, so I called technical support and spent 3 hours on the phone with them. In the end, they just told me, “You need to contact your local technical support yourself.”
I’m paying Southern Phone for the service, but they didn’t help at all.

Eventually, an NBN technician came to my home, checked the issue, and found out that the modem was broken — and I had only been using it for one month.

Terrible customer service and poor-quality modem.

Guys please watch out, do not fall in the the trap with their offer. They are scammers
There is no way to escalate your issue or do anything to them, they pick up the phone but no one do anything for you.

I thought I was dealing with an Australian call centre only to find that it is overseas with a delay in the conversation. Very hard to understand and took a rediculous amount of time to connect. When I rang the next day for technical support it was the same thing. Now looking to cancel and use someone else. It’s funny how you get sucked in by cheap prices! I did but now I would rather pay $50 per month more and get what I paid for !

Wont reply to me when asking for refund on credit left in account

I was without internet for 4 days, when I called southern phone, my call was diverted to overseas call centre, spoken to people I have difficulty understanding. And it’s not their fault….On fourth day I finally spoke to Deon either from Melbourne or Sydney, he was lovely helpful and kind and got me back on line. For his service I give him ⭐️⭐️⭐️⭐️⭐️ for Southern Phone ⭐️ it’s not ok to have no internet for 4 days

My nbn100 plan is clocked at 22 by my tests done today. Have been with Southern phone for nearly 3 months, and for the last month , many dropouts. Have done the old turn off at wall, pull out cables for 20 minutes etc. Cheap at $65 per month, but with speed not as promoted, continual drop-outs, I will move on.

no internet on and off for the last 4 days, since being taken over by AGL the cost has nearly doubled..when trying to contact southern you are directed to an indian call centre with hopeless english language skills.it used to very good .....now very poor.

Tried to report a fault with my 80 year old mother’s phone during a bushfire emergency and received no help whatsoever. They kept asking to speak with her and I had to explain a number of times that she was 1000km away and her phone line wasn’t working. Because I wasn’t an authorized person on the account and they couldn’t speak with her they refused to even investigate the issue. Worse than useless.

Southern Phone are completely hopeless

I have been with them for a few months now and every single month I have been given a myriad of unexpected charges. These include late fees, account fees etc. despite the fact that I was given no warning that I was late on payments and have never been given an invoice without late fees attached. I have tried on multiple occasions to set up automatic payments and have still received late fees even after getting confirmation of auto payments from southern phone and confirming with a (frankly useless) customer service rep over the phone.

somehow they have managed to make a $15 plan cost me up to $40 every single month.

Also, their online site is buggy and borderline non-functional and they don't have an app.

I wish I could PAY MY BILL on line, it's impossible, their service is pathetic, when I move from here ,I will use another provider, Their online site is a riddle , and I despise the phone option payment method, It's not worth the anger ,drama and stress !!!

I chose southern phone due to cheap plan but I always end up paying more than double the amount. They have so many sneaky ways to over charge. I have been paying 200 percent more than the plan amount.
Well Enough robbing Southern Phone. I am going to change my carrier today. Good bye

Customer service is just as bad. Long wait times, unhelpful agents, and no real solutions to problems. I regret switching to this provider and will be canceling my service as soon as possible

don't normally do bad reviews but be warned Southern Phone are lost as how to provide a internet service. We signed up for NBN services , within a month , service drop out every 10-20 minutes , calls to SP they were unable to determine where the problem was or provide any assistance . You need to call them to disconnect and conversation recorded but complete lack of respect ,stuck to none of the agreed process and come at you for payment for what already has been paid and then add outrageous penalties, ,incompetent and zero customer respect

Very bad customer service.
I called them to ask for checking my mobile data usage and they lectured and blamed me as I didn't know how to use my phone (not to mention I'm an IT guy).
Keep charging me with exceeding mobile data 3 times in the morning even I was sitting in my house and using my wifi, and they blamed it on me.
Very rude Indian staffs.

Please stay away. You have plenty of options out there.

Where do I start? I'm SO not surprised at all the negative reviews here. 93% one star and no responses.
3 years ago after my mother died, Southern Phone cut off my Dad's house phone at a time he desperately needed a support network. After being passed around to a dozen different people a young man scoffed and snottily told me that a text had been sent to advise that Dad needed to update hardware for NBN. No text had been received. When I checked what number the text had been sent to they quoted the landline number. Yep. A telecommunications company did not pick up it was a landline number.
Fast forward a couple of weeks. Still more, endless back and forth until Dad decided he too had had enough. He was trying to grieve the loss of his wife of 60 years and couldn't deal anymore with the garbage that is Southern Phones.
We went to Telstra who were so understanding and helpful. The only dark mark in the day? Southern Phones refused to release to Telstra the number Dad had had for 25 years.
For the next 3 months Dad received a statement of $25.46 credit, instead of a refund, which we had requested. Each time they charged an admin fee, eroding the credit amount. This finally stopped after my 3rd phone call. We gave up on the idea of ever getting the money back and wrote it off.
Fast forward to today. 3 years later I get an email saying Dad is owed $25.46. I call them and request a cheque as Dad has no intention of sharing his bank details with them. Guess what? Southern Phones offers no alternative to direct debit. After 20 minutes of arguing with a representative and his managerI told them what they could do with their refund.
Long, long story short. I NEVER want to deal with these people again. Customer Service is a joke. Go elsewhere and save your sanity.

Told me technician will come in the morning. The guy didn't show up, nor call for the whole day, despite them ensuring me it won't happen.

Complete joke.

Ordered a service to port existing number on to. Instead, SP sent a sim with a new mobile number, and started charging right away. Cancelled it immediately, and SP sent a bit for $0.97 (!) for the experience.

$0.97 can't be paid through any of their payment methods. Don't want a default so I'll be taking this up with the TIO.

Switched to Southern Phone because it seemed like a good deal with better speeds (NBN100). The speeds rarely got over 50mbps and when I called to complain they were unable to fix the issue. This is a breach of consumer law.

The website was regularly down, and their payment portal never worked.

I’ve now switched to a different provider and for the sake of a few dollars I know I’ll get the speeds I’m paying for.