Southern Phone Omdömen 

For many months now I have put up with the BS of their poor customer and support service. There is always no problem on their end to the fact that they advised me to get a new router but still had connectivity issues. Wish I had come here to read before connecting with Southern Phone.

Unreliable NBN and poor customer support.

My 80yo mum has been with Southern for years. They recently upgraded her NBN in the area. Her landline phone stopped working bc of it. For a couple of weeks she hadnt noticed, I thought her handpeice was the problem, so went and spent$108 on a new one for her, this didnt work either, after 3 or 4 phone contacts with Support, and the promise of tomorrow tomorrow, it has now been over 2 months of waiting for some so called specialist to call us back the next day. It never happens. I cant imagine what sort of headaches theyd give her if we didnt pay our bill for a couple of months. As far as Im concerned they owe her for the landline she pays for but hasnt had now for months, they owe her the $108 for a phone that she didnt need to replace, and theyve endangered an 80 year old widowers health, which is the main reason we have left the landline on for emergency contacts and alarms etc. STILL SHE HAS NOT HEARD FROM THEM, 3 MONTHS ~ If I have my way the minute I find her a better Telco shes changing from this pathetic mob of pirates

Southern Phone is taking too long to give my my Static IP address. I applied for it 2 weeks ago. Multiple chats, 5 phone calls, and many broken promises. I can't see our relationship lasting beyond the current contract term.

I recently changed from Superloop to Southern Phone and had a good experience from the SP team to do this.
Onboarding was quick. I had a few issues with my EERO modem setup (mainly due to my previous setup) But the SP team worked tirelessly to get it sorted I was up and running by day 3 as it was a weekend.
Today is nearly around two weeks+ since i had been using the service and it has the perfect speed as i have subscribed to Upload/Download.
I would highly recommend those who wish to either give them another go. The price is very good and the new EERO 7 that you can also get as a bonus if you keep them for 12 months is awesome.

Couldn’t get payment to work on the website so ordered through the live chat so went through everything again ordered to take over my existing service and upgrade to hypefast. Instead I got cut off on a weekend with no way to contact anyone and no communication to tell me what was happening. Signed up with launtel instead yes they are more expensive but they actually have people who know what they are talking about manning customer services and are contactable on the weekend. Contrast the experience I was able to get connected immediately and had my NTD upgraded three days later.

After recent promotional nbn service purchase they have reduced the speed. When i contacted technical services, the waisted my 1 hour of time telling me they will remotely resetting NBN box and modem. Now they try to justify that by mentioning you need to upgrade your connection. Now connection is lagging and video is buffering always. Technical team is worse to provide service to the customers

NBN has been great, fast and reliable for us (4 months)! Online chat, abysmal! Probably an ai bot that offers answers to a simple direct debit request that took over an hour of annoyance/frustration! Finally,after 65 minutes a real person responds. Who thought it would be so hard to automatically give them money.

This the worst nbn provider does not even deserve a single star.

This service is completely unacceptable. Over the months I’ve used it I’ve experienced persistent outages, wildly inconsistent speeds, and repeated billing errors. Advertised speeds are clearly misleading — real-world performance is a fraction of what was promised. Connectivity drops happen multiple times per day, often during critical tasks.

Customer support is unhelpful and routine: long wait times, scripted responses, and no meaningful escalation. When I reported outages and provided evidence, I received generic troubleshooting steps I had already completed, and no timeline or plan for resolution. Refunds and service credits are difficult to obtain and rarely reflect the actual downtime experienced.

In short: the network is unstable, the advertising is deceptive, and the company’s response is inadequate. I cannot recommend this provider to anyone who depends on consistent internet for work or study.

Southern Phone support told me my order was processed and my NBN was active, and advised me to cancel my old NBN provider. I followed their instructions — only to end up without internet for another 24–48 hours due to their misinformation. Very disappointed. Their support team clearly lacks proper knowledge and just gives out incorrect information. Be cautious — they don’t seem to know what they’re doing.

I ordered a 25NBN and Router. Router arrived within 4 working days and everything was set up properly. Just plugged in the cords and here we go Internet works. Didn’t expect to be so easy. Well done. Highly recommend.

I have an NBN fibre service with Southern Phone. The service has generally been good, but now with the new NBN speed upgrades they are actively speed limiting my connection during peak hours (and even all day on Sunday!) to my old speed. Outside peak times, it's getting close to the max speed. During peak times, it's not just a variable speed it's actually speed limited!
Over the past week I've been monitoring the speeds. I made a complaint to their customer service and they admitted they do limit the speed but it's their policy. They say it will be less speed during peak times (understandable), but not that they actively limit the speed! Very dishonest! I'm changing.

Extremely disappointed. I requested activation for the 1st of the month, well in advance, but the agent activated it early, messing up my billing cycle. Offshore customer service couldn’t help or answer questions and seemed more interested in hanging up than resolving the issue. Poor service and frustrating experience.

DO NOT USE SOUTHERN PNONES
They have use another INTIMIDATING TACTIC Again because it AFFECTED MY FINANCE.
PLEASE READ & TRUST ALL NEGATIVE FEEDBACKS. Shop around. All my are happy Using other PROVIDERS. Other has positive feedbacks than Southern Phones.

Absolutely atrocious customer service. Trying to get my 85 year old parents an NBN and phone service has meant they have had no phone for 7 days now. Overseas call centre is barely intelligible and there's only apologies and excuses. Cancelling tomorrow.

I tried calling for support and was directed through an automated phone verification and OTP check. After that, the customer service representative kept asking me to verify again. When I mentioned my issue with constant internet dropouts, I was transferred to the technical team, only for them to demand verification again, despite already having all my details. No one showed interest in actually resolving my complaint, and I received no answer for the random connection dropouts.

I chose this provider because of the low cost, but I’ve learned that low cost also means the worst customer service. Never buying internet from them again.

SHOCKING THEIR SERVICE IS APPAULING. DONT BOTHER

Found a good deal, went through the whole sign up to connect immediately - couldn't complete. Went through the whole palaver again with a future date - couldn't complete. Rang to find out the issue per the error message - can only speak to someone M-F.
Spoiler alert - It's not a good deal if I can't sign up and can't find out why. I certainly don't feel like I'll get good support if I succeed in signing up. I'll go with someone else.

Absoultely horrible service. They wouldn't keep my card on file, causing my billing to always go overdue, the service drops out constantly and they blame you for the issues, saying that its your modem

I experienced unbelievably bad customer service on the first few calls I made to them. After my father passed away, it took several months and several calls to get them to close his account, meanwhile they continued to send bills with late fees to his unmonitored email account. Then they messed up my mother's credit check several times and refused to transfer my father's services to my mothers name. Then refused to record permission for me to enquire on behalf of my mother unless I was sitting next to her. They refused to call her and ask her, so I'd have to drive 150 km just to call and enquire every time they messed up. The prices and internet service are on par with other providers, not better. My mother is worried about losing her email account she has with them.

EDITED to ADD:
On my fifth call to them, I started to get some traction when the consultant put me on hold to go talk with a manager. Unfortunately, he did something to make the call fail and hung up me because he couldn't hear me. That gave me hope that something could be done.

So I called a sixth time. I got a very good consultant. He suspected error in original credit check, ensured I was a permanent representative and didn't need to be physically present with my mother to call about her account, raised an internal complaint about the transfer of service, and it was completely sorted out within about 24 hours.

That last experience exceeded what is expected from providers, whereas several earlier experiences were terrible. I've changed my rating from 1 to 3. They need to provide better customer service training.

1. ALL Customer service consultants need to understand how to give permission for someone to permanent act on behalf of a family member who cannot sort problems out for themselves.

2. Customer service consultants need to know how to do credit checks better and properly investigate ones that fail.

3. ALL Customer services consultants need to raise Internal complaints after the first couple of calls about a problem.