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1.7

On the 4th of June i applied for a Southern Phone mobile sim. It is now the 23rd June and I do not have a working account. I applied to activate it online once received and was advised 48 business hours to activate (This is deceptive to start with and implies over a week presuming 8 hours per a business day). When phoning them to clarify they advised 48hrs (2 business days). The application for activation occurred on the 7th June, on the 16th June I received an email saying my sim was active. As i was porting my number across from Virgin Mobile (who are excellent incidentally), the email advised I needed to wait for the old sim to stop working then I should put in the new one. My Virginmobile sim stopped working on the 19th and inserting the other I found it didn't work either. I then attempted to phone Southern Phone and was greeted with a 30 minute wait time on their automated service plus a call back option. I selected the call back option and was advised it was 90 minutes to receive a call back (for which I left my work number to call on. 5 hours later no call had been received and i called again. 28 minute wait time. This time I opted to wait. When i finally spoke to an operator they were somewhat condescending in their manner telling me I needed to restart the phone and pull the sim in and out (which i had already done)... As it was I did this anyway to humor them while i was on the phone. Still it did not work. I was advised that they would contact provisioning and they would call me back. NO CALL BACK AGAIN! The next day i called them again first thing in the morning (another 30 minute wait time) and spoke to Nick. He tried to take me through the same process and then advised the sim must be faulty (to which i pointed out the number gave a "disconnected" message if you called it which does not imply a faulty sim, but a disconnected service. They were adamant that it was a faulty sim. I asked to speak to a manager. Apparently this was not possible. I asked for a manager to call me back. Also not possible, but they would escalate it. The following day James from the customer experience team phone me (not a manager). He advised the SIM WAS NOT FAULTY and suspected it was a virginmobile issue and got them on the line. Of course they advised it had been transferred already, leaving him read faced. He said it must be a provisioning issue at their end and would contact them and call me back shortly. 7 hours later I called back as there had been no return call. I was told James wasn't available. The customer service officer Cameron although apologetic didn't have a clue either. As it is now the weekend The phone at best MIGHT be activated on Monday. This will mean I have been without a working mobile for at least a week. This has stopped me transferring money (as sms code is required to registered mobile), stopped me receiving import business and house sale calls. Stopped tradesmen that are repairing water systems and plumbing from reaching me to confirm go aheads on work. All said, THE MOVE TO SOUTHERN PHONE HAS BEEN AN ABSOLUTE DEBACLE. Sadly, i am left with no choice but to go to the ombudsman.

In summary, the speed of connection is dismal

The customer service is very poor (cant seem to call back at all or if they do, far from promptly)

Their support hours are abissmal (for WA 6am-6pm)

Their processes for getting this done or getting them escalated are very lacking.

All in all, I would avoid them at all costs.

Rarely, do i write a negative review on anything, but their service has appalled me so greatly, that if this review can stop one person from connecting with them, and experiencing this grief, then it is a good thing.

Reason of review: Poor customer service.

Monetary Loss: $5000.

Preferred solution: Reimburse losses due to their poor service and bad product.

Southern Phone Pros: Spoke english.

Southern Phone Cons: Time spent to solve problem, Lack of service committment, Very poor customer service, Lack of respect, Poor knowledge of their products and systems.

Location: 6 Page St, Moruya NSW 2537, Australia

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