southernphone.com.au

Unreliable internet service and poor support

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.

Date of experience: Jan 10, 2026