very poor service. poor download speed 4.0 mb
Supanet Broadband Reviews
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Report abuseMy Son telephoned Support on my behalf as I needed my Broadband Log In details as I'd forgotten them. Actually, it was only my Password, and although I had remembered that, I had forgotten that the last digit was an exclamation mark. Well, I'm female and a month off being 70 so I guess that's not too surprising. We spoke with Rob who was very kind and helpful and the problem was solved very quickly. So thank you.
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Report abuseKerry
I suggest you email [email protected] repeating the facts and requesting that they arrange the supply of your MAC code withing 14 days, otherwise you will take further action. -
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I telephoned Supanet back in December 2012 to cancel with them, i paid them £113 £40 of which was a canelation fee, and also requested a mac code which they said would be with me in 5 working days, 5 months on still no mac code and for some reason the internet is still turned on and they are telling me they have no recollection of me ever ringing them to cancel, so why would i pay them that ammount of money, i have made sure that my direct debit has been canceled so they cannot take anymore money from me but now i am unsure of where i stand, i find it difficult to get in touch with them has i work mon to fri and there telephone lines are only open mon to fri for 9 until 6 , what do i do and where do i stand
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THey seem to go lose the service a lot lately and not axplanation about it. THe telephoned me recently a tried to give me a new router, and reduce my monthly by £1.00 just like that out of the blue. When I asked i was going to be tied in for 18months. I,ve been with them for at least 10 years and they are not even close to competitive
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trying to get through to supanet on phone 45 mins still no answer not happy got fault with my emails cant get any where thinkig of going to another supplier
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I was just thinking that as a new customer to a new server they would let you connect as someone just starting up on line. I bet if you ask the new server you are going to they will let you hookup.
good luck Peter -
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Glad to say my review seems to have prompted the phone call I received from pleasant and helpful lady. Will only charge the disconnection fee which is all I should be charged. She said a letter was in the post with the MAC number and so it was next day.
So am able to go ahead now. Thanks Supanet, but I would have appreciated this response a month ago. -
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Perrin, can you expand on your comments regarding MAC number, especially "even if your not going to sky" Thanks
peter -
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If you are changing to SKY from supanet they didnot ask for mac code even if you are not going to sky I am sure the new service will help as they want you on line with them. Do not pay a penny to the bullies.
Peter -
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Am presently in the process of terminating my contract. Very frustrating. Have been requesting the MAC code since 14th December, by letter (as in Terms and Conditions) by email, by phone. Supposed by law to be supplied with five working days. One phone call was deeply unpleasant with chap using bullying tactics and got quite personal. Other individuals not so bad but never sent the code they assured me they would. Also had letter from them giving charges of around 500 pounds when first phone call told me it would only be the disconnection fee of 39 pounds. What are they playing at ? I think they`re deliberately using delaying tactics and will try to charge for next month as well.
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Same as me after about 10 plus years the bad service and stress over the phone when they tried to bully me into paying £394. Cannot see how I stayed with them so long and got that service!!!!!!!!!!!!
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I am now with BT after a long dialogue with supanet. They charged me for an advance line rental which I was refunded by my bank after I told them I wanted to cancel my supanet direct debit. I really only received some reasonable customer service after I registered a complaint with Ofcom.
The real disappointment is that after 10 years of reasonable broadband service with supanet they let themselves down with abysmal customer service.
I do not recommend them and their charges for broadband and telephone are not competitive. -
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i placed an order for fiber optic unlimited .then got contract thro post saying it was 50gb limit after hours of trying to get thro was told it was there misake (which i new )
then thay tock over £60 from my account i was told it was for exceding my 50gb limit.
then i was told i could not have the mony back untill end of munth NOW I FIND OUT THAY HAVE ADDED IT AS CREDIT AT THE MOMENT I HAVE BEEN WATING FOR OVER 1 HOUR FOR THEM TO ANSER PHONE(great custermer service NOT ) -
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DO NOT USE SUPANET - They will overcharge you, you wont get through to speak to anyone under an hour, they will then be rude to you then charge you the earth to leave. You have been warned.
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Has any ever paid this charges that are made for leaving I can't and will not!
Peter -
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Call sky you donot have to with sky to get B?B at £7.50 unlimited.
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I phone tech support and held on for 1hour 20 mins. then they dropped the line> a second attempt about 10 mins. later meant another 40 mins. wait with the usual twaddle about call being important. Eventually I got through and the guy was good at resolving my problem but 2 hours waiting at the end of a phone is not on. I have been a customer for over nine years and it is only recently I have started having problems. Have they been taken over by TalkTalk? If so I need to change my supplier.
Any advise as to who gives a reasonable back up service? -
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they did the same with me,phone call then I was cut off sevice by them now they want lots of money which I don't have to cancell got bully letter,called them and got bullied again.
Where do I go from I will not pay them as they work their renew system scam. -
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I had a Supanet email address for years and all was ok until they started to charge for the privilage. As we had been using the email address for so long with all our communication we decided to pay for the first year as it was only £10 and look to migrate all our emails to our BT email address. When the next 12 month subscription was due I phoned Supanet to cancel as I no longer needed or used the account. I was told that it would be cancelled and would not be billed. Recently my mother has had issues with Supanet and we uncovered that according to Supanet she was in arrears to the tune of £40 even though she too had cancelled months earlier. Imagine my surprise when I tried my old Supanet login and found the account was still live and I was now in arrears for nearly £75.00!! My account is marked as NO PAPERLESS BILLING but I have never received a paper bill from Supanet since May 2010 when they have been billing me after I cancelled. I have now been trying for a week to get hold of Supanet for a week to get to the bottom of this as clearly neither my mother or I are prepared to pay these charges. How can these people sleep at night.
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My broadband speed has suddenly dropped from 30 Mbps to 0.24 Mbps and guess what - despite a 'on hold ' for 37 mins and no answer and serveral emails back and forward to complain and an odd reply to say that they are reporting this to BT as its a line fault, now they do not even reply to my messages and its getting slower and slower .
I am now going to write to them and their MD and place them on written notice of imending legal action to recover costs and terminate our contract. Its a shame but I cannot operate on the dead slow stop basis any longer. -
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After over 7 hours trying various Supanet numbers I managed to talk to someone about my MAC code. They said it would be sent by e-mail in 5 days. It was not sent. After 2 weeks I tried again and after some messing about (2hours) managed to obtain my code.
I had opened a complaint to Ofcom but closed it as I received my MAC.
Hint: tell them you are also recording the telephone conversations and if you do not receive satisfactory service you will open a complaint with Ofcom. -
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I too have been receiving the same emails over the last couple of weeks up to 15 times. Every morning over 100 emails all of which I have received before. Can anyone tell me why? Bought an Android phone but as gmail doesn't recognise supanet can't receive emails. Spent nearly 2 weeks averaging 2 hours per day trying to speak to the tech people. Finally got through this morning and was told it was simple - gave me instructions on how to do what I had already done and have therefore only achieved allowing me to receive emails on my phone when sat next to my computer! Would love to get out of my contract even though I have been with them since 1999 but every time I phone for my mac code they say I have updated my contract on the phone and I can't leave without substantial penalties. Because everything is done on the phone and they are so aggressive it is impossible to prove them wrong. Anyone who has escaped would love to hear how.
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Oh and another thing I was told whilst on the phone trying to cancel...when I asked for a letter to confirm that everything had been cancelled and my account closed, I was told that they do not send letters to customers! So even though on their website it says if you want to cancel you have to write to them, don't expect any reply back because he told me they don't send out letters! Just another way of them delaying cancelling your contract for you and adding more and more monthly charges onto your final bill when you have done the correct thing and written to them asking to cancel!
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Helen, Even if you do get through to the correct department (eventually) don't expect a high standard of customer service from them! I was told on two occasions that they had more important people waiting to get through to speak to and then they hung up on me (twice). They are a disgrace. I had to complain to OFCOM about them and even though I have finally cut all ties with them I am still thinking about complaining to Watchdog about their conduct.
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I signed up to supanet wireless in January this year, having been a customer for 12 years. Since then I have spent hours on the phone to their teccies to try and sort out connection problems.
Read all the recent comments yesterday, and I tried on Saturday to get through to the billing department to ask them to explain why my bill had jumped from £45 to £65 . Gave up after listening to their tinny music for 90 minutes.
I'm currently on the phone to their cancellation dept and don't expect to get an answer, having spent 90 minutes on the phone to their billing department. Oops, the cancellation dept have just cut me off after a mere 20 minutes. I'm now going to phone sales
Well well, the sales number was picked up by technical support, who told me that I was holding up other people by phoning the wrong number. Teccies offered to give me the freephone number for billing (the one I've already spent the best part of two hours on this morning). Will now try the cancellation number again. If anyone reads this, don't touch this company with a bargepole. -
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Im getting a little worried,as Mike said supanet may be in trouble Iv'e been trying to cotact them today ( Saturday ) and none of the phone numbers Faults, through to sale's. cancelations ect are all on answerphone saying offices are now close until Monday !!.
My e-mails have gone silly repeating themselves...I delete and they come back right back from October , also my t/phone bill has crept up and all of a sudden my internet usage has gone up?? not sure whats going on but it does'nt look good anyone out there shed any light ? if this company is going belly up I'm going to need my MA Code -
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Just joining in the general view of Supanet. I think they are about to go out of business after losing control of their server! It is impossible to contact them on any telephone numbers.
I've been without my work e-mail for 10 days and lost contracts as a result. Impossible to obtain a MAC code due to being unable to contact cancellations.
Only option is to take out a small claims case but this will not solve my problem immediately as I'm locked into 'phone and broadband.
Very disappointed after 10 years of reasonable service. I'm interested to see what my cancellation fee will bve as I see on my Account (which I can access!) that my services have increased from £33.00 to £65.00 per month this month, without any contact! -
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I've been with them for about 12 years and never had a problem with them until now. It all began with a phone call about 2 months ago from someone who cheerily said they had been receiving a lot of complaints about their charges, and he was calling me to offer a reduction of £5 a month to my broadband and line rental. I agreed to the reduction and that, I thought, was that.
I had been a broadband customer of theirs for about 10 years, but several years ago, I had to give up work to care for my mother. I only occasionally went home, but I kept up payments so I could use the internet. As time went on, my poor old PC got slower and slower, which I put down to the age of the machine. It staggered on and on and, to it's credit, never let me down, but the last time I used it, to do some internet banking, from switching on the computer to seeing the 'transaction completed' screen took 40 minutes!
Whenever I connected to the internet, a little yellow bubble used to appear in the right hand corner of the screen saying 'Supanet broadband is connected at 6.9Mbps' or some other reading that was usually around the 7 mark and I used to think that's no use to me. It just confirmed the thoughts I had about an old PC.
My caring role ended in February, and I was finally in a position to replace my PC, which I did at the beginning of this month. Expecting a world of instant connections and super fast connectivity, I received a big shock when my new, state of the art notebook, was less than happy on the internet. It crawled along, so I contacted Supanet, and after having gone out and bought a new filter to check that was not the problem, a series of speed tests confirmed the worst. My broadband connection was between .02 and 0.6 MBPS.
Having by now got used to waiting the customary one to one and a half hours for the phone to be picked up, my final contact was last week, when I was told to wait until the server was updated, which would take 'about a week'.
I began looking to other providers, and finally decided on BT infinity. Not only was it promising a much faster connection speed, but I could also get the TV through the line, and this was a big attraction because since we went digital, my reception is awful, with the screen often freezing.
I duly called Supanet this morning for my MAC code, and I received the full, 'Why do you want to leave us, we can do whatever BT can' garbage. He then stated I had only agreed a new contract a few weeks ago.
'What? What new contract? Somebody called about giving me a cheaper price, but nothing was mentioned about any new contract'.
'No. You agreed a new contract. If you want to cancel, it will cost you £400, and we won't release you until you pay us'.
At this point, the red mist descended and our conversation ended abruptly.
The thing is, I know nothing about the details of my new contract. I don't even know how Iong I am contracted for. How can you agree a new contract when such basic terms are not considered. As I wrote, I just thought they were reducing my charges. They haven't written or contacted me by e-mail, so I have no idea.
At the moment, I am considering my options. I have written to Ofcom about the dodgy contract negotiations, but as it says on their website, they don't take action in individual cases. Your complaint is merely to register your grievance and they look for names cropping up which suggest bad practice. I also have a broadband connection that is not fit for purpose. This afternoon, I tried to watch a 58 second Youtube clip,and it took 8 minutes to load.
So, not a ringing endorsement for probably the worst ISP in the world. They really are a dreadful company to deal with. One thing is for certain, though. I will not be with them for much longer, and when I leave, I will be changing my bank account number as well. Thanks for the warning, guys. -
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I still get emails via supanet - although these are all rubbish, having redirected anything important when I ended my contract last April! They seem as slow at dealing with the industry as they are in dealing with customers. Having switched to BT 6 months ago, my entire service is SO much better.There are so many comments about how sharp (unpleasant) they are at the 'front end', but they seem unable to close things off at the 'back end' when people leave. All very strange
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