Initlially the speed and service was good. Speed dropped horrendously over the last 2 years, and whether it was contention rates or just poor service, they were uninterested in resolving it. My 8mb contract was giving me speeds of under 1mb.
I moved house and had to cancel my contract after 4 years. After being promised they would be in touch, It took them four days NOT to call me back, so when I eventually called them and spoke to someone they informed me I had to pay £60 to cancel the contract because it was not being moved elsewhere or continued with the new tenant, which was impossible as BT made me cancel the line so someone else could move their contract over. I have gone from recommending this company, to adding them to the pile of providers I would never use, along with Tiscali who are officially the worst company on the planet. Avoid them.
Supanet Broadband Reviews
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Was a Supanet customer for 13 years but after months of overcharging and poor customer service I decided to move. First they have conned me into paying for four months to the end of a "12 month contract" that I hadnt agreed to or signed for. Now they have ignored my cancellation letter....when I rang I was told that a manager would ring me back but of course no one did. I have now written to them 3 times, sent emails and been totally ignored. Meanwhile they are continuing to bill me for a service I havent received since last autumn. Luckily I cancelled my direct debit. Now I have made an official complaint to the Ombudsman Service who have taken up the case.
If you are having similiar problems with this company then I suggest that you do the same. They should not be allowed to get away with causing such worry and sleepless nights as they have with me. -
I had also been with Supanet for many years - initially for b-band and phone, and later for b-band only, when BT wooed me with a phone offer it was silly refuse. I carried on with Supanet b-band, but was frustrated by the slow speed which made iPlayer impossible, and with halts when trying to watch lots of streaming programs. Having got an iPhone. I was also keen to use BT Fon when out and about. Having found a BT offer of total boadband and all calls for £21 per month as a shareholder, I was keen to change. Phoninh Supanet for my MAC code was not pleasant, and I gave up on the first occasion because of the pressure to stay, with better deals suddenly being offered and also the statement that BT wouldn't serve me any better as Supanet used their system anyway. On the second occasion I got them to shut up by claiming terminal illness and wanting to sort things out for my family while I could - I hated doing this, but at least they finally gave in and agreed to supply my MAC code - surely it shouldn't be like this?
Have now had BT Total for a week; having bought it as a shareholder, at £21 per month I am saving, and most noticeably my b-band is over twice as fast - can use iPlayer now, so the "BT is no better than us" thing is false! I am truly sorry that Supanet seem so hard on sell,so resistant to customer wishes, and so inferior in supplying service. I honestly can't remeber why I picked them over 10 years ago - but I think that the main suppliers, or "big boys" are likely to serve you better.
Happy I've switched - if anything goes wrong, I can now go straight to the main supplier! -
I've been with Supanet for years,trying to leave due to increased monthly payments reaching £42.00,I spotted it they refunded but since they are still taking more money.I wrote to there cancellations dept 3 weeks ago still no reply and after spending literally hours in a phone cue am losing my mind.Eventually I phoned sales which of course was answered quickly they couldn't help,not even e-mail someone?????.I think this is company policy to prolong and put off your cancellation.By far the most expensive slowest poorest customer serviced company around,also since trying to leave they've offered better deals i'm not buying into it and Offcom are getting a letter!
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Further to my post below, I have switched to TalkTalk. Despite Supanet saying that TalkTalk's LLU equipment was out of date and wouldn't give faster speeds at my exchange and that they were "one million and one" (?) percent certain my speeds wouldn't be faster, my internet speed has more than doubled. But we knew that anyway. Bunch of liars.
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i have been a customer with supanet for 2 months and it is absoloutly rubbish.Poor customer service crap download speeds and billed for stuff i did not want .AVOID THIS COMPANY THEY ARE A BUNCH OF COWBOYS. i was told i would have the delivery charge wavered as an incentive to join.Suprise suprise i got billed for it!! when i rang to complain i was told that it would be sorted and as a goodwill gesture my first months bill would be free as i had issues with my broadband live date as well.
When the internet was eventually live 2 weeks after the date given i went to my account and found that the bill had been called for by them and now my bank account is overdrawn,when i rang about this they said it was MY FAULT as i should have asked them when my bill was due!!
The next bill has landed and low and behold i have been charged for the first months bill along with £11 worth of services i did not want or know i had.No bank charge refund either. I wish i had stuck with talktalk now they were bad but this is appaling. -
I noticed extra charges for exceeding a download limit over 15GB. I called to point out that I joined many years ago and am on a 30GB limit with throttling the speed back to 1MB/s if I exceed this. I also decided to switch to TalkTalk. They offer 24MB/s and a search from actual speeds showed I would get 18MB/s. I emailed Supanet to inform them of canceling. I was told I HAD to call them. This was the rouse to try to keep you with them. I was told "one million and one percent" that I wouldn't get faster speeds, despite TalkTalk having put their own equipment in the exchange and my search of an actual user's speed.
They then started getting aggresssive and said I had to pay a £39.99 disconnection fee (not in my original T&Cs). Also they said throttling back speeds if you exceed your download limit is illegal (???!!). I emailed them and was told they emailed me a change to T&Cs and as I hadn't canceled then I was deemed to have accepted them. I didn't get this email. Don't touch Supanet in my opinion. -
my daughter signed up with supanet in 2003 but by mistake also signed with NTL. When i rang supanet in 2008 when at last the mistake was found, i was met with rudeness you would not believe. I was told they were not responsible for my financial affairs, which is true, but surely common sence will tell them it was a very innocent mistake, when i asked if they ever had an account review i was asked what did i mean. I spoke to a very nice young man who told me the account had never been used but to fight for the refund of my money because they dont like to give anything back. Due to serious events within my family i was unable to fight them for a refund, I am tired but what do i do carry on trying to get the money back or just give up. If anyone has been in this position i would be gratefull of any suggestions.
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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. -
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.
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Supanet Broadband Review - Easy to setup - Quite Cheap - Average Speeds - UK Support Staff.
Been with supanet for a few years now, and I know it is cool to dis supanet and their service but if you just want a nice stable internet connect which is great for email / browsing and some youtube then I cant fault. It is nice to have UK support staff even though their accent is heavily from lancashire, it doesnt take long to get to the route of a problem. Make sure like all ISP's you read the terms and agreement as profit margins a very tight for all ISP's and there will be some hidden fees along the way to make up for the cheap monthly price. But all in whole all ISPs have faults and supanet seem to suffer from bad press, but i recommend for people wanting a local friendly presence and a average internet that very rarely goes down. 3.5 / 5 Stars
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We have been with supanet since 2004 & have not had any problems until arriving back from a weeks holiday 2 weeks ago!! We had no internet connection at all & since we arrived back on a Friday after 5.30pm we were unable to contact tech support as they do not operate over the weekend!!!!!!! Monday morning came & my husband spent over an hour on the phone listening to crappy music until someone decided to answer!! Questions were asked & checks were made & my husband was informed it could be his modem!! He went out & bought one & we were back on the internet! (so far, so good!) However, we are literally unable to download ANYTHING as the speed has dropped to less than 1mb! We pay for up to 20mb a month & although we dont expect to receive even half this we expect to be able to use our computer with a reasonable speed! We have been on the phone waiting to speak to someone for over an hour each time we have rung up & are always being fobbed off! In the end my husband rang to cancel (over an hour to get through!!!!) & was told we would have to pay £40 cancellation fee as it was less than 2 yrs since our review??( we must be on one of those highly dubious rolling contracts that MPs are calling for an abolition!) He was persuaded to speak to a manager(or was it just another colleague?) who then persuaded him to agree to an engineer coming to the house to do some checks! The upshot is that an engineer will be arriving tomorrow 1pm-6pm! Frankly i don't care if they fix the problem i will be 'persuading' my husband to change providers ASAP! Supanet support is NON EXISTENT!!! It would appear this company is fine until you have a problem & then, boy, do you have a problem!
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I had been with Supanet since their Time Computer days. The dial-up used to be OK, the broadband has been consistently poor. I decided to switch and called for a MAC number.
I was made to wait THREE HOURS for the call to be answered by the rudest call staff imaginable only to be told that they would have to call back later. They didn't and the next day was another THREE HOUR wait to be told they had to order the MAC number from their suppliers and it would take a couple of weeks. I told them by law they had five days from my first request the previous day to provide the number and if they failed, Ofcom would get to hear of it. Four days, 23 hours and 57 minutes after my first call, the MAC was emailed to me. In between these events, rude staff kept on calling and giving me the third degree asking why I wanted to leave their wonderful service!
I thought that all was over until Supanet hit me with a bill for allmost £200 for closing my service. They said that, under their small print, all phone calls made in the month when the MAC was issued until change-over were charged at full price with no free minutes - and they issued my MAC on July 30th! Trading standards tell me that this is barely legal BUT it is legal!
If you are not yet involved with Supanet, make sure that it never happens. Avoid at all costs or that is what you will get in the end - all costs! -
Swooped from Supanet to Talk Talk in October, Talk Talk informed me that I did not need to speak to Supanet as they would deal with getting the MAC code and changing my telephone line. I have been very happily surfing and calling via Talk Talk (considering the cost of both calls and broadband are combined cheaper than Supanet alone). Then last week I have gotten a bill for £87 and disconnection notice from Supanet! When I spoke to the lovely (customer services were not this guys strong points) he proceeded to inform me that Talk Talk have hijacked their line and that they were illegally controlling it as we never got in touch with them to cancel! I may have been naive in letting Talk Talk do this but surely we wouldn't be able to have broadband if Talk Talk hadn't contacted Supanet, and Supanet giving them the MAC code?
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In process of transferring my Broadband & calls after many (slow) years with Supanet. Thier billing dept is very helpful but their cancellations team are consistently downright rude and unpleasant. When I requested transfer I was initially offered a much better deal but I did not accept as they refused to confirm anything by email or post . I requested a MAC code which they failed to produce (as required) but they terminated my calls package and gave me a date for disconnecting my broadband before I had signed up with another ISP. This is contrary to Ofcom industry guidelines which they ignore. They claimed my calls disconnection was because I'd asked another provider to take over the line. I had not and after much hasssle they agreed they had terminated this as soon as I requested a MAC code. They refused several requests to escalate my complaints and it proved impossible to speak to a supervisor or anyone in management. I now have a date to transfer ISP-can't wait!
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I have just come unstuck with Supanet. Last October they phoned me and told me I had exceeded my download limit - I wasn't even aware there was a limit as I signed up to unlimited broadband and free UK landline calls. When I decided to change ISP to BT they said that I had started a new 18 month contract last October and I owed them 15 months at £25.50. I took advice from OFCOM and they need all of you people who have been shafted by this dishonest company to complain. Then OFCOM can do something about it. PLEASE COMPLAIN to OFCOM
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i have also had all the above problems,when i first got broadband with supanet it took them 3 weeks to get me conected,when i first started with them it was £10 a mouth that was 3 years ago its now £20,and thay are still finding ways to get more money off me,i also asked for my mac code so i could go else were but i was told if i did go some were else i would have to keep on paying them until my contract was finish next year,so im stuck with them until then,supanet sould be supacrap ! ! !
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hi ive been with supanet for 7 years ive had no probs for the first 5 years . iwas on a modem then. but when i swapped computer for a better one. i had to get a router.thats when the fun started /sorry i ment a nightmare. i got a router from this guy and he said it was preinstalled to get supanet. so i istalled it great i was getting 6.36mbs.hadit a week then i found i couldnt load pages or email .i then called supernet to ask what was wrong. and they told me it must be your line is needing checked . so they sent a bt guy down and he said theres nothin wrong this end it must be theres. so he wrang supanet loabehole i was getting 6mbs. he had no longer gone out the door i thought ill just do speed test 0.56of a megg ive been ringing evr since .there staff are a cheeky lot of b--t-rds i told them i was disabled 7days 24 hrs aweek and house bound no joy i cant wait for my contract to end anyone but supacrap i mean supanet .ps dont swear if you get angry the gits cut you off there and the time they grew up .
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Never really happy with my broadband connection with Supanet - so many hours not being able to connect at all. Painfully slow and increasingly expensive. So I asked for my MAC 7 days ago. Phoned today and they have no record of my calls (3 in total beacause I thought if I spoke to a different operator I might get the code verbally - silly me!!) so I asked again and started to get the spiel about how they are better than BT etc etc. Told him to stop as I'd heard it all last week and mentioned how rude and abrupt the staff had been. Apparently it's all my fault beacause I won't listen and I'll get the MAC in 7 days 'Goodbye'! Arrrrrrrrgh! I want the migration code NOW!!!!!
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Utter rubish I'm afraid, unless you enjoy slow connection speed, useless support @ £1.00p per minute, dropped connections and rude staff. Can't wait to leave...
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I've been with Supanet for a number of years and have been quite happy with it. However, I have been making arrangements with Talk Talk for my brother to have their Broadband, as he is already a customer of theirs for his phone. I was amazed at the price quoted - much lower than I am paying Supanet - and contacted them for a MAC code.
When I told them why I was changing, they offered me exactly the same terms as Talk Talk have offered my brother, in view of the time I have been with them. This gives me a saving of about £15 a month. -
No one is perfect, but over 5 years Supanet have provided me with reasonable service. I have just transferred to the 20meg service (theoretical 20meg of course!) and switched my phone service to them. The 20meg hasn't happened, but they do say they are working on it, and the phone service is fine. They do answer emails, and their 8meg service gives me up to 7meg, which is as much as one can hope for.
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I can only say I've had good service from them for the last 7 years, if I've had an issue they have always been happy to resolve. I do agree the price hike a while ago was a little uncalled for but why move if everything is working fine
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Started off OK, then came the price rise then a massive drop in speed. They must know how crap they are, any decent company would try and retain your custom when you tell them you're leaving - they made no effort.
I'd go easy on the staff though - they are probably just as embarassed to work for the company as I am for paying £16 for a 200k connection.
As far as cancellation fees go, I'd tell them to shove them (if I was still in the contract period). As far as I'm concerned, they have no right to charge cancellation fees if they can't provide the service in the first place.
I'm so happy I got my MAC code today.
If anyone else wants one, the number to call is: 0800 9158183 -
I've been with supanet since early 2004.It was ok at first but recently I've been getting a speed drop in the evenings at just above dial up speed. As i'm paying for 8 mg I think this is unreasonable. Technical support are no use as they say it's down to traffic loads at that time but this is the time when I need it for Skype etc.I'm looking to change my provider when my contract expires.
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supercrap more like. so slow you can't run a speed check. and that's when it's "working". rude. MAC code? it's in the post... AVOID
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I totally agree with Chris, Supanet are the biggest load of c**p going, thank heavens I changed my ISP. They are biting their nose off to spite their face, I really do hope they do go bankrupt, the sooner the better. I was happy with them till the massive increase, they blame BT & Ofcom, so if that's the case, how come other servers haven't increased their prices.
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Supanet are a terrible, self indulgent company who only care about themselves, they bahave like a bunch of children, I cannot stand the home page, it is badly set out and the articles about general subjects are a load of rubbish and feel like they have been written and thought out by someone with an immature mind, their new logo is bad too, its a boring design.
The customer service is lousy, they don't care, all they do care about is money and they don't even bother to hide the fact.
Hopefully some day this company will go bankrupt. Recently because of the global financial meltdown and credit crunch, companies more deserving than this one have disappeared forever, lets hope this one does too.
