Review Time
After switching to Southern Phone we have never regularly received the download speeds we pay for, spent hours on the phone on several occasions and followed all advice re reset, with no obvious fix.We were told we could request a technician to check the set up, this was cancelled after being told the NBN had remotely resolved the issue. The issue has NOT been resolved I am currently receiving download speeds of 50% of what I pay for. I keep requesting a technician to attend onsite with no success. My advice would be DO NOT get satellite NBN via Southern Phone. It could be that the NBN satellite service is just poor but I also received poor customer service from Southern Phone.
The internet service has been highly unreliable. The connection is often slow and gets interrupted without warning. As someone who works from home, this has disrupted my work on multiple occasions. There was a time when I had no internet for two days, and I wasn't informed about any outages until I reached out to customer support for answers. Additionally, I missed a payment before the due date, and although I made the payment through their system a few days later, I kept receiving messages claiming the payment was pending and demanding double the amount. Even after providing proof of payment, they insisted on additional documentation, which forced me to request a bank statement outside of the usual cycle, making me uncomfortable about sharing my financial details. After finally getting the statement, I learned that the email I initially used was only for one-time correspondence, so I had to resend it to a new address provided by them. They still required more information, including details from my bank card, which was frustrating. This entire experience was extremely time-consuming and disheartening. If the company does not trust its own payment system, they should reconsider its use. I rarely leave reviews, but this situation compelled me to do so. I do not recommend this service and regret not checking reviews beforehand.
The internet service was inconsistent. The connection was slow and often interrupted without warning. Working from home, this caused numerous issues for me. Once, I lost internet access for two days without any notification. I only learned about the outage after reaching out to the support team for clarification.
I also missed a payment before the due date. A few days later, I called the designated number and made the payment through their system. Despite this, I kept receiving messages stating that the payment was not completed and demanding double the amount ($140 instead of $65).
After contacting them, I emailed a screenshot of the receipt with the date, time, and reference number as requested. However, this was not accepted, and they asked for a bank statement to validate the deduction. I had to request an updated statement from my bank outside the usual cycle, which made me uncomfortable as I don't like sharing my personal transactions.
A few days later, the bank responded. I compiled all my other transactions and forwarded the statement to the email I had sent the receipt to earlier, but there was no reply. I later found out that the previous email address was for one-time use only, so I had to resend the statement to a new address they provided. Even then, it was still insufficient. They then requested the first 6 and last 4 digits of my bank card used for the payment and asked for the receipt again. I was very frustrated but still had to provide my bank details to resolve the issue.
The entire process was incredibly time-consuming and exasperating. If the company lacks confidence in its own payment system, they should reconsider using it.
I rarely leave feedback, but this situation prompted me to do so. I do not recommend this service and regret not reviewing their feedback beforehand.
I contacted the support center to reset my SIM card, which was asking for a PUK code. They informed me that because it was a public holiday, they couldn’t assist me until Monday. It's unacceptable to expect customers to be without a mobile device for that long. The company needs to elevate its service standards to meet expectations.
For months, I have dealt with poor customer support and service. They consistently claim there are no issues on their end, despite advising me to purchase a new router while I still experience connectivity problems. I wish I had read reviews before signing up.
The company is taking too long to provide my Static IP address. I applied for it two weeks ago and have had multiple chats and phone calls, all resulting in broken promises. I doubt our relationship will extend beyond the current contract.
I recently switched from another provider and had a pleasant experience with the onboarding process. I encountered some issues with my modem setup, but the support team worked hard to resolve them, and I was up and running quickly. After using the service for nearly two weeks, the speed has been excellent, and I appreciate the competitive pricing and bonuses offered.
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Southern Phone is one of Australia's leading providers of mobile phone, home phone and broadband services. Select from our range of great value plans today.
