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 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.
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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. -
I have changed from robbing Supanet, to Sky broadband, who are only charging £10 per month at a speed of up to 20 megs, and I haven't had a single problem with them, and don't look back at all, best thing I have ever done.
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For info i'm with 02 now and so far its been brilliant.. a 16meg connection and really impressed with 02 support plus of course its only working out about a tenner a month when you have an 02 PAYG phone
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Supanet are cutting me off from 27.7.09 yet my bill is paid up till 7th August, they owe me 11 days. Cheeky b******s. I want to change to another ISP, anyone any ideas? Thinking of going to SKY, anyone here with them? Just need to know if they are any good, obviously better and cheaper than supanet.
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As others mentioned already, we were with Supanet since the Time Computers/NetLineUK/The Computer Shop and Dial-Up era (for those of you who are not familiar with Time Computers, Granville Technology, NetlineUk, The Computer Shop etc... it's from late 1997/early 1998).
And like anyone else, we've recently found out that our BB price increased form £11.99 to £17.99! That's nearly doubled - with no apparent reason and no warning. Yes, Supanet blamed for recent BT price hikes. What price hikes here we asked? Blah, blah, blah... they went. But we are not interested execuse and we are off to somewhere else because we are not their average cash (or milk, whichever you prefer) cow.
They did the same to us lately with our webhosting service which suddenly jumped from ~£30 a year to a whopping £10 per month or £120 annually!
They gave us a similar blah, blah, blah answer. And we immediately went to someone else who is now willing to charges as £11 a year instead of £120+ - with even better service and a UK customer support !
Now, we are looking for a better broadband. Just a decent one and about 2MB speed will do as we are far away from the exchange and our outdated BT line will not support more than c512kbps! Also, we have no desire for video, audio streaming and all that modern craze. Just surfing the Internet and viewing standard web pages. That's all.
If anyone finds any alternative, please, post it here. We'll do the same.
Supanet will be following the footsteps of their parent company Granville Technology Group, Tiny PC et al who went to the walls in spectacular fashion! (Obviously they have not learned from their past, or shall I say BUST, lessons yet.)
Also, BT is not that far behind! They are now charging their customers TWO months in advance to run away with their money when they get bankrupt!
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What network are you with now Dexter, it obviously sounds cheaper than Supanet? I am annoyed at Supanet because of the increase in my bill, they have zapped it up by £10 without any notice.
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I have e-mailed Supanet, about the rise in my bill from £7.99 to £17.99, they still wont review my bill, and are blaming BT & Ofcom, yet I was on to BT and they are saying that it shouldn't have gone up at all, and that it is of no fault of theirs. So what the hell is going on with Supanet. Luckily I have now got my MAC code, and am leaving Supanet, although I dont really want to because I have had no problems with them till this price rise. Anyone got any ideas which network I can go on at a decent rate, thinking of Sky at the moment.
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Been with supanet since day one, no complaints until, like the others below, I found my bill had increased to £17.99. I reviewed my e-mails to try and find any notification or warning of this increase. Nothing, but supanet insist they sent me one. Otherwise the system works for me.
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I was with supanet when they started as netlineuk with the time/tiny computers when computers first hit dialup for the internet. i got supanet again about 2 yrs ago. All was great I until checked my bank statement one day and seen they had taken out £17.99 instead of the £9.99 as agreed in original contract. So i phoned them. The person was english speaking and i could understand her thankfully. But she was rude to the point of almost shouting at me. I asked at where did i sign a contract agreeing to a £17.99 per month subscription She then told me an email was sent out to me ( to a supanet email that was and never used by myself and they know it) to inform me of the price increase.
What a joke. Yeh they offered to take it down to £14.99 BUT dont be fooled by that because if you do that then you are effectively starting and are tied into a NEW 18 MONTH contract!!!!
I asked ok if u can take it down to £14.99 then thats bearable. But for what reason would I want to tie myself in with a company that just took an extra £8 from my bank without even contacting me or sending out a letter to sign an agreement to it FOR ANOTHER 18 MONTHS !!!
The woman was then even ruderand said " hey look we sent the email, if you dont read your emails then not our fault"
I had to get off the phone because more I spoke to her and the more money the call was costing me the angrier I got. Im still paying the £17.99 for now until i decide what route to take with this.
Im thinking that nowadays them companys
are screwing us over worse than the mobeile phone companys have ever done. So maybe getting rid of the land line and supanet DSL and getting a mobile phone deal with broadband might be the next option for me.
I will change any day soon and wont look back. Obviously even the workers in the call centres are being treated badly and who knows, is their pay going into their banks late yet? Hmm.
