Southern Phone Reviews 

I had exceptional technical support with an employee named Steve. He was excellent, very easy to understand the tech stuff, was patient and I didn't feel like an idiot. That is the kind of service I have always received from Southern Phones since we joined years ago. I always want to support Australian & local. I have to admit the customer service I received Wednesday, was destressing. After being told the new modem would take 7 to 10 days to arrive, I had to go into damage control for the business...Then the new modem arrived yesterday, which was amazing. I need help to connect the final stage of the modem so called back this morning, but a person hung up on me this morning after waiting 17 minutes to connect...so I called back and selected the sales option and got an instant response. I was very well looked after by Mandy (please thank her for me) and then I was connected to Steve. Please support these 2 kinds of employees look after them well. They are honestly the reason I have not changed providers over the years. We are easy going people who have been forced into this technical reliance, so if that is the case then easy access to quality service must be provided. I am very appreciative of the support I received in the end, and I cross my fingers and toes that management supports these awesome customer service people, because there just isn't the care and work ethic generally today. These people have retained a loyal customer.

Lost internet for 3 days including weekend last week. Used their 'chat' function to try to sort out, was originally told there was nothing on their end, so must be me..... 3 hours later, I 'chatted' again, this time I was told it was an NBN issue, but only with Southern Phone (I'm not technically savvy, but this sounds like BS to me) Lost a day of work, bought a pre paid modem, and used most of my data allowance. 'Chatted" again today to request a credit to be applied, was informed that I would be entitled to $7!!!!!. Been a loyal customer for 10-15 years, always paid on time etc, but since AGL took over, they're absolute RUBBISH...... do not go with them, you'll be less than impressed. I'm now looking for another AUSTRALIAN based company, and I'm leaving them. To say I'm angry and annoyed is a massive understatement

Unbelievably awful. Don't use their router as it will be network locked so you can't use it with any other ISP network when you inevitably leave them because their service is awful.

Multiple connection drops a day resulting in a need to reset the router numerous times.

worse customer service and support i have ever had .

Even Telstra is better and that is saying something .

Keep well away including NBN

Southern Phone is a joke. Last week they cut my phone off while I was incapacitated in hospital. Its not that I didn't try to pay my bill, but after a total of 18 hours over 4 days on Hold, I had reached my limit. And forget that I paid in ADVANCE for almost 5 years. Then there's the "13 numbers are a local call cost" that I made, that they charged me over $120 for ($1 a minute rate). Not to mention they blocked transfer of my number, so the money I paid for the Telstra Prepaid kit was also down the drain. After being with Southern for a few years, I am SO over them - impossible to contact, impossible to get the truth from, impossible to get any action at all on anything.

They would have to get an award as the most difficult company to deal with. Inefficient, robotic answers to queries, wanting emailed id to talk to you, putting overdue charges on bills when you haven't received a bill, no respect, non business like.

They are just awful. Agl goes thru them for our nbn. Has never been right since first time fixed wireless install in November 2023 last year. 6 bookings for tech, last 4 they cancel don't even tell you and tech no shows and equipment still not fixed. Got ombudsman involved, and manager calls, gaslights and bullies me saying they don't have to do anything. If disruptions arr intermittent I have to call back next time no nbn. To trouble shoot! Already done this many many times. The customer service is a worry. Extremely rude obnoxious gaslighting behaviour is not acceptable. Thankfully the ombudsman is dealing with them now. Still paying full price on our monthly bill despite them not providing thr service promised and cancelling tech 4 x in a row without even informing us. They are stealing our money, and wasting our time. They try to say it's just scheduled maintenance, but it is not. Neighbours on same cell not cut off every 3 days 12 plus hours at a time. Never experienced such terrible service. Do not recommend!!! Would give a 0 score if I could.

Absolutely useless.
Mum went w these jerks, phone wouldn’t work-they still demanded payment…while no phone worked!
And now mum left these a-holes they wouldn’t release her old phone number. Beware.

Worst company I have ever dealt with!!!
Over 5 phone calls I was provided the wrong and false information
Internet was so slow you couldn’t even stream on one tv!!!
The only person who was helpful was the lady who cancelled my service
Do not use these services

I read an article saying they have Australian call centres, saw on Finder.com.au they did too, and if that's the case they are hiring people with very poor customer service skills.

I contacted them saying that my NBN provider is providing NBN 50 for $75 per month, same as them, and if they were willing to beat the price. They didn't seem to understand I was looking for them to beat the price and immediately jumped to the conclusion I was switching to their company.

I asked my question in a single sentence, just wanting to know if they would beat my provider's price, and they responded with several messages none of which answered the question and had many spelling mistakes.

For example one message was "Glad, that You looking to switch the plan .Yes we do have many plan based on the speed we do offer NBN plan start from $55".

You can get better support at Mate, Superloop, or Aussie Broadband. The next time your NBN goes down, speeds slow to a halt, or something in general goes wrong you'll be kicking yourself if you didn't go somewhere with good support.

I originally left this review on Product Reviews and provided screenshots showing poor English/typing. Their representative replied claiming I was given the relevant information and then said "Unfortunately, we do not price match at this time." and "I don't see any of your messages".

If they read my review they would know my message was a simple, one sentence question, which was asking if Southern Phone could beat my competitor's price and this question was not answered. I was not given "the relevant information".

Their representative also felt the need to answer the question from my review which is odd of them to do if they feel I was already given an answer.

Southern Phone's support staff and the staff managing their Product Review account, their PR, both have trouble reading clear English. That's not what you want the next time you have to call an NBN provider and be guided through diagnosing what's wrong with your router.

I'm hoping by leaving my review here as well I can warn more people that this is what there staff are like.

Don't waste your time with Southern phone s#it company couldn't even get me connected after 4 appointments and 4 weeks of waiting completely fu#king useless

My phone and internet service went out on 20th Dec. Contacted them by Gmail and phone, also phoned them to be put onto a foreign person whom I could not understand. I put my phone on speaker so my daughter could help me and he kept telling me in a bored and unhelpful voice to turn speaker off. After over 15years service talking to helpful Aussies, I am going to another provider. Not happy with southern phone.

If you want your internet to be completely unreliable by dropping out multiple times a day go with Southern phone NBN. When you have problems you can call a friendly Indian who you won't be able to understand and won't listen to you but he will be very polite, will apologise profusely and wish you a good day, but you will still have crap unreliable internet. I've put up with this for 4 months, given them the benefit of the doubt, replaced my modem and all my cables...still rubbish! no more, I'm done with Southern Phone.

Our nbn got disconnected without any warning, now we have to wait for it to be reconnected. They said it would take three days, however they don't work on weekends so it could be now 6 days. Not good enough. Extremely disappointing and we will be submitting an official complaint.

Their online SIM activation not working and when I rang was told they did not do activation activation on weekends although the information they sent with the SIM states they are open 8am - 8pm Monday to Sunday. Hence completely misleading and fraudlent. Lack of phone connection is losing me money

Internet drop outs and i am on 100mpbs and running at lower than 20mpbs, internet constantly drops out.
Always an issue with southern phone. so slow netflix stops and starts at random all the time.
I have run speed tests at different times and same results. Crap service.

Applied for a prepaid SIM. Cancelled it within a couple of days as I no longer needed it. Southern Phone Company kept taking money even though I notified them MULTIPLE times BY PHONE AND IN WRITING. Cancelled debits. Now this is on my credit file because they kept trying to take money. Word of warning to you the consumer - do not ever use this company because it's Hotel California. You cannot leave. Ever.

I like the work of this company very much. Because:- They work very seriously and deliver the work on time. I like this very much. Good luck with your journey.  thank you

My bill after fttp update was over charged $199 and numerous times contacting regarding this matter and having 1 hour wait times told me it will be rectified They have done nothing to fix this. I have made a complaint on their complaint form twice now they give you A ticket number and say a case manager will contact you and to date no one has even bothered to get in touch. I joined southern phone because their web site said their based in Australia and call centres are australian NOT TRUE Since AGL takeover they still advertise australian base but all enquires are answered by Indians very hard to understand leads me to think they use oversea call centres. I've just updated to FTTP and have to stay with Southernphone for 12months or pay a diconnect fee of $220 Southern phone customer service is so bad I am leaving and gladly pay the fee its that bad. They keep telling my billing will be fixed and everytime its not how this company is allowed to operate by the ACCC is criminal on their part.

3 years of huge effort to resolve their blatant overcharging me over $500 for goods and services never provided. Had to resolve issue through TIO and ACCC, 5 months ongoing. Still waiting for refund, Southern Phone still failing to comply with consumer laws. Shamelessly fraudulent and criminal company.