It seems there is a pattern of supanet adding services and charges while there customers are completley unaware. My personal experience wasn't to bad for a year or 2 then all of a sudden i noticed my bills had risen from £22 a month (for a so called unlimited package which i later found out was capped at 30 meg) to in some cases £60 or £70.
I had been placed on a 15meg limit for a reason i can't fathom and also had various products such as anti virus added to my bill without my knowledge. from what i have read on the other reviews of supanet this happens far to often to be a "mistake" as i was told it was, there seems to be an awful lot of mistakes at supanet billing.
I complained to them and dealt with unhelpfull customer service staff who would not let me speak to a manager. they said they would put a request in for a manger to call me back within 48 hours which never happend and when i called again i found out no such request was made.
eventually they agreed to refund me, and gave me 3 different amounts that they owed me before finally coming to the actual amount of nearly £100 (in the begining they claimed they owed me £40)
i was then told a maximum of 10 days and i would have a cheque, its been almost 20 days and still no cheque. I called again today to be told its just waiting for the director to sign it off and that there refund policy is actually 21 days??? this was news to me. requested the transcripts and calls recordings from my previous dealings and they more or less refused to give me them.
needless to say its the worst service i have ever had from any company i have dealt with. please dont just take my word for it read the complaints from money supermarket and many other forums and go elswhere. whatever you do do not use this company who will take money from you without you knowing.
Supanet broadband
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Customer reviews
Show all 62 Supanet Broadband reviews»
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I have been with Supanet for many years and found them ok but the speed of the connection is atrocious at times. Now since 18 November I have been unable to access my e: mails. Did telephone Supanet yesterday 21 November only to be told that one of their servers was down and they were trying to re-boot it. Why has it taken 3 days for them to do this? Today 22 November still the same problem. I did manage to get into my e:mails (43 unread now) but that was all that I could do - just look at the first page. Totally frustrating.
I am seriously considering moving my supplier after they sort out the e: mails. Fingers crossed that goes all smoothly.
Oh and another thing they put the price up from £12.99 to £17.99 because I have extra fast broadband speeds. What a joke - its just the same, less than 1mb. Have managed to get the price back to £12.99 but we shall have to see for how long. -
Well I have to comment as I find, I have been with supanet for must be 7 years plus, and have never had any problems. the other day i checked my account ( not something i usually bother to do) and saw my £16.99 bill was now infact £24 + then there were new "fixed" charges. I was furious, so decided instead of phoning to email their billing dept. I told them I was furious and disappointed. within 2 days I had a very apologetic reply from Emma in their billing dept. saying they had returned my account to my £16.99 and the mistake was theirs, and put me £27.49 in credit. I also mistook the download allowance I was told when I upgraded I would be allowed 50 whatevers to download, and I thought I saw their new packages as only 10. Emma assured me I did have the 50 download allowance and I was mistakenly looking at the download speeds? As you can see I am not very "up" on all these computer terms etc, but muddle along enough to amuse me with games and facebook etc. But full marks to Supanet for handling my complaint in a speedy and polite manner. I'll be staying with them. As well as complaining, I like to give credit where it's due too.
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I have been with Supanet since 2003.Last year I noticed that I was paying way over the odds and phoned them up and they agreed to reduce the cost by about £5 pm.At the time I did not realise that this was a contract.Somehow they later slipped in an additional £2.for virus protection then another£5 for some other service.They agreed that the£5 was an error and would credit it to me.In July I decided that I would go to another ISP who told me to get the MAC code from them.It was easier to get blood out of a stone.They then brought up the contract story saying that I would have to pay until Oct when the 12 months were up.I bided my time until this month and again asked for the MAC code.They offered me a king's ransom to stay with them but when I refused the chap told me someone would call me back.After 2hrs I phoned them and the chap curtly told me it would be within the next 24 hrs.Needless to say the call never came.I phoned them up again today and after refusing another king's ransom I was told that I would have to pay £39.99 cancellation fees.It was pointed out to me in ' terms of use broadband' sect cancellation 14.1.1 that there was a charge of that price if cancellation occurs before 24 months of the activation date. Be warned !It will be worth paying the £39.99 just to get rid of this devious business.
