Southern Phone Avis 

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.

I do not recommend using this company!
The internet didn’t work, so I called technical support and spent 3 hours on the phone with them. In the end, they just told me, “You need to contact your local technical support yourself.”
I’m paying Southern Phone for the service, but they didn’t help at all.

Eventually, an NBN technician came to my home, checked the issue, and found out that the modem was broken — and I had only been using it for one month.

Terrible customer service and poor-quality modem.

Guys please watch out, do not fall in the the trap with their offer. They are scammers
There is no way to escalate your issue or do anything to them, they pick up the phone but no one do anything for you.

I thought I was dealing with an Australian call centre only to find that it is overseas with a delay in the conversation. Very hard to understand and took a rediculous amount of time to connect. When I rang the next day for technical support it was the same thing. Now looking to cancel and use someone else. It’s funny how you get sucked in by cheap prices! I did but now I would rather pay $50 per month more and get what I paid for !

Wont reply to me when asking for refund on credit left in account

I was without internet for 4 days, when I called southern phone, my call was diverted to overseas call centre, spoken to people I have difficulty understanding. And it’s not their fault….On fourth day I finally spoke to Deon either from Melbourne or Sydney, he was lovely helpful and kind and got me back on line. For his service I give him ⭐️⭐️⭐️⭐️⭐️ for Southern Phone ⭐️ it’s not ok to have no internet for 4 days

My nbn100 plan is clocked at 22 by my tests done today. Have been with Southern phone for nearly 3 months, and for the last month , many dropouts. Have done the old turn off at wall, pull out cables for 20 minutes etc. Cheap at $65 per month, but with speed not as promoted, continual drop-outs, I will move on.