Michael O Ysk

Bad Congestion and even worse customer service

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All down hill since Southern Phone took over my Amysim contract. Download speed from 6pm onwards is
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Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Ken B Vga

MONTH TO MONTH MOBILE PHONE PLANS EXIT FEES

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We signed our house and mobile phones over to Southern Phone approximately 6 months ago. Apparently in the blurb that is read at you it states that it is a 12 month contract for both mobile phones.

I would never sign up to a contract so i am disappointed on this point. Not stipulated when initially going through change over. Also charged to release the numbers that i brought to the plan.

Charged to exit as apparently a 12 month plan with service being absolute *** to both phones.

Land line has been crackly for approximately 3-4 months, rang and told customer service and was told to try everything as it will cost if they come out and find nothing.

I was more than happy to support a local company and normally dont complain but am extremely disappointed. It saddens me to say that i would not recommend this company to run two tins and some string.

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Loss:
$140
Cons:
  • Lack of assistance of the customer service
  • Plan hidden criteria
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous
map-marker Hobart, Tasmania

A Mobile Phone Hanset Farce

Before the episode below & just after our nbn service I a nightmarish dead-loss, futile & totally unhelpful email exchange of email with Southern Phone re the new nbn scrambling my 101 service. Each email came from a different so-called tech, each one obviously not knowing what the other had told me, all of them gave the same similar unhelpful advice.

Being futile to continue I decided to ignore the 101 service & tell friend & family only to leave messages on my mobile.

Which brings me to the current subject: Up until six or so months ago, I had for years used my dependable old Nokia flip-top handset. Suddenly I received an email from Southern Phone telling that in September ('17) that Telstra and Optus would no longer be covering Nokia phones & that I would need to arrange a new Handset with them. I did so before September & received an Onyx flip top handset. That was no problem until two months ago when the Onyx became harder & harder to recharge.

I emailed SP, whereafter several email to them a 'technician' tells me that the battery must be 'broken?' And then... wait for it, he Informed that since "the Onyx company" had "gone out of business" & suggested I buy their new Alcatel flip-top handset. I asked to peruse their other available handsets & lo & behold there were a couple of (oldish desiged) new Nokia handsets! So I suggested that I go back to using my old Nokia & the tech grudging agreed, informing me that all I needed to do was switch my SIM over.

No use of course as the Sim was too large & alas I had to go back & agree to the Alcatel handset (their only flip-top). I received my new handset & tried to install the SIM from the Onyx & found that it was too wide to insert into the Alcatel. No new SIM came with the new phone & only a very small two sheet instruction leaflet.

I've explained the problem to SP five times over the last five days & four of the responses were automated acknowledgemnents (& no follow up) & only one today saying that 'our staff is working to solve the problem.' As usual they are driving me crazy. Advice, only contact Southern Phones customer service unless you ABSOLUTELY have to!

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Anonymous
map-marker Wangaratta, Victoria County

Useless internet and customer service

Southern phone were to connect internet at the start of April. Finally by the End of April we had occasional internet. Now extremely slow internet when it does work. Had to purchase a new modem as they kept saying that was the issue. Have spent around 10 hours in total just on hold with this company. To get absolutely no where. All they want is to send sped tests run every 2 hours. Avoid southern phone at all costs. Not only are they loosing the internet with us but also the landline plus mobiles.
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Murray F Ngo
map-marker Richmond, Victoria County

Trying to contact southern phone is now an impossibility

our home phone 089938**** seems to be diconnected. i have sat on the phone for 20 minutes listening to your services being extolled and got no response at all. the reason we changed to southern phone from telstra was precisely because of this type of problem.
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Reason of review:
Poor customer service

Preferred solution: fix my home phone

Anonymous

Data boost scam

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Just be carfeful about thier 10 bucks per gig boost package tgat gives u 3 boosts then cuts u off to save bill shock. My daughter went over and we got charged effectively 9 times boosts equaling 90 bucks. I asked how this would happen if this should cut out. Apparently it take 48 hrs to go through so they keep charging after three. We have pulled this account. Not to mention waiting five days to get through
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Reason of review:
Pricing issue
Anonymous
map-marker Newcastle, New South Wales

Appalling customer service

I rang on a Wednesday to report nbn not working ... waited 45 minutes for someone to answer the phone to then have to wait again (35 mins) to get through to tech support (no option to do so when calling). A friendly incompetent fool on the phone was supposed to notify nbn of my problem however never did! So Friday rang back and waited 1 hr to get through to someone and then referred to technical support! NBN tech team now not coming till next Tuesday as there is a 3 business day wait! This now leaves me without any internet for a week!!!! If NBN tech was booked Wednesday when supposed to be, Tory would have been here Friday before the weekend! Shocking call waiting plus incompetent brainless staff who can't do their job properly! Their excuse... the company is growing so fast they can't keep up with staff! Well TPG is growing very fast and they manage to answer their phones in 5-6 minutes max! I was told by the first tech expert I called that maybe nbn was doing work in the area and they usually switch it back on at 8 pm. I asked the neighbours who had no nbn problems!!!! Fine to guess a probability, but the fool then closed the case after I hung up!!!!!! He never booked an nbn technician (he was supposed to) who would have been here on Friday. I was left to contact the company again on the Friday!!! Now no internet for a whole week!!! Thanks Southern Phone! You will eventually loose your ex Amaysim customers because you are too stingy to put on trained staff ! We had no choice when Amaysim closed but within 4 months you have shown me how bad you are! With so much business competition out there I would have assumed you would be striving to make a good impression on your existing customers so the dont leave!
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Timika Iye
map-marker Araluen, Northern Territory

Unable to even connect a basic NBN service

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I was moved from amaysim to southern phone when their service was bought out. The movement was okay for a month then I got cut off and told that I had not paid my bill so I called up and Paid again for another persons bill as they had two people with my name in the system with one letter different. I then got cut off as the wrong account was paid for even after giving my address this took over a week to sort the name/payment problem out. Once that was fixed I then got told the internet would on within 3 days which it wasn't so I called up after 4 days and got told that I was 1 of 150 that had a problem transferring my connection to the new company and would be another 3-4 business days to fix and I would have internet. I called up the next week after 5 business days and told to send through NBN box serial number as they have been unable to connect me and told they would put a brand new connection request to my home and would take upto 3 business days. It has now been 4 business days and I have requested twice an update and told it would have to wait till tomorrow (Tuesday) for my Friday request for information to be answered. From this I would not recommend Southern Phone. Also customer service is very average at best. My case is still ongoing and still dont have internet after a month and many calls and messages.
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Loss:
$800
Cons:
  • Time spent to solve problem
  • Missing service
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Canberra, Australian Capital Territory

No answer

Transferred from my net fone. Southern phone still in business but only their sales department.. don’t bother calling anywhere else. Call them they will pick up straight away
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Kerry B Qmr
map-marker Sydney, New South Wales

My business in jeopardy because of Southern Phone

I am a web designer of over 20 years and those clients who have hosting with other companies have had their server ftp log ins upgraded to secure sftp. Since that, using my ISP - Southern Phone to log in to their hosting with log in details, I can no longer log in as Southern Phone blocks sftp.

This means that I can not access their hosting servers to upload anything for their website I have designed previous to this.

I have to go to my laptop using my Telstra dongle to do my work or elsewhere using someone elses ISP connection.

Southern Phone have known about this many weeks ago when, after an hour hanging on at some call centre, they passed me on to technical which said that is was too technical for them, who passed my details to higher technical, who rang me a week later, who said they would look into it and keep me informed by email - logged it in as URGENT, they told me. That was 2 weeks ago and NOTHING!!!!!!!!!!!

I am on the edge of making a FORMAL complaint to higher authorities outside of Southern Phone.....

That's my story to date..... They used to be sooooooooo good in the earlier days and I guess, like many others, have grown and too big for their boots.......

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Loss:
$10000
Reason of review:
Poor customer service

Preferred solution: fix the technical issue - upgrade servers

Howard C Zfy
map-marker Canberra, Australian Capital Territory

Cannot contact by phone

I changed to Southern Phones. They sent me out a modem and instructions. Did not work I then contacted a technician and five days later still not connected. Try to phone them and they leave me hanging indefinitely.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Lisa M Fgr

Bad customer service

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Been with company 4 weeks still don’t have connection , can’t get hold to speak to anyone on phone and no reply from email or on line chat . Disgusting customer service , stay well away .
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Loss:
$500
Cons:
  • Time wasted on prerecorded music and advertising
  • Missing service
  • Not answering phone not resolving problem lack of communication
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Poor poor poor - run away from southern phone

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NBN has been down over 24hrs but these clowns isnist on blaming the customer, threatening a $220 call out fee! They treat customers like idiots!
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Anonymous
map-marker Maroochydore, Queensland

May as well deal with Telstra

NEVER answer phone !!!!!!!!!!!!!!!!!!! Tried for 1 hour -- imagine that - a phone company doesn't want to talk to customers
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Anonymous

No customer service

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Have tried to call them for assistance 3 times, every time has taken over half an hour on hold. They recommend internet chat but how are you meant to do that when the internet they are providing you doesn’t work or you contact them online & their response is no that has to be done over the phone. Completely unhelpful.
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