I had been with Supanet since they were Netline which came with Time computers, and had been a loyal customer since 1998. I recently decided to upgrade to Virgin fibre optic as the phone line seemed to be unable to get any kind of reasonable speed, 0.5mb broadband was as fast as the line seemed to allow. I phoned them in July 2012 to say I wanted to cancel my account and gave my card details so they could take final payment of one month's notice ( I'd previously paid by Direct Debit ) and was assured my account was cancelled. I then realised in October that my card had been charged monthly since I had 'cancelled' my account, phoned them, was again re-assured it was cancelled and sent them a letter to confirm my cancellation ( letter was not asked for ), I then received a letter telling me I had to phone them to confirm cancellation of my account and may be liable for a charge of over £300.00 for cancelling. Duly phoned and waited a further 40 mins on the phone waiting for a reply, when they finally did reply they charged me £148.00 to finally cancel my account, and it is still active. I've once again been assured no more charges will be made and this £148.00 will cancel the account, though it seems, not until December. I never actually had a complaint about their service until this happened. I checked other providers for the phone line in this area and none were actually significantly faster than Supanet which is why I went for Fibre Optic. In the end provided this contract actually does end in December it will have taken me 5 months to cancel this contract. My advice, do not touch this company with a barge pole. I now have 30mb broadband from Virgin.
Supanet Broadband Reviews | Page 2
-
Report abuse -
Report abuse
After my last post, a thought had come to me, if they are happy to renew your contract each time you change some thing then surely we have the same right to cancel the contract in the so called cooling off period!!!??? anyone any idea's...
Derek -
Report abuse
I've had nothing but trouble with their billing department very ignorant and with attitude. Made a payment once with their online payment service they then retained my details for future payment without telling me. So when I made payment again by card using online service they then took another payment for the same bill, requested management callback - still waiting after 2 weeks.
Been with Supanet for about 10 years but I recently upgraded to 50Gb package (18mth contract) as I was being charged £1/Gb for going over my 35Gb allowance.
I want to cancel my contract now but they are telling me I have to pay over £200 for the remainder of the contract. -
Report abuse
Been with supanet for many years, initially good service but the past three or so have been constant problems. never their fault always BT. very slow speeds, having to wait ages due to buffering. spend hours on the phone for customer services minimum answer time is half an hour. would love to switch but apparently tied in to yet another contract. some days without any connection and latest episode was over a week with no apology or discount as they say not responsible for the exchange.
-
Report abuse
Do not go near Supanet. It took weeks to get MAC code out of them and only after we complained to OFCOM about them. They are now trying to charge a cancellation fee and 2 months rental for cancelling an 18 month contract early with the total amounting to nearly £100. We joined these scammers 10 years ago and everytime we phone up they are saying we entered a contract within the past 18 months so they have to charge a cancellation fee of £39.99 for cancelling the 18 month contract early, which is a joke. There was no contract within the past 18 months and they are trying to drag it out as long as possible without cancelling the account so as more and more monthly rental charges go on. Sent 6 letters, 3 emails and been on the phone countless times since the end of August and no reponse. Just about to phone them for the final time before lodging a complaint with Ombudsman Services for Communication. Never ever go to this company.
-
Report abuse
i'm with timetalk who are run by supanet, total waste of space, do not sign up to this company you'll regret it.
-
Report abuse
I've also been with supanet for over 10 years, and the last 3 because of their now illegal rollover contracts every time I moved house. The last move I was told it was 12 months, yesterday it was 18 months. It's like dealing with some kind of mafia outfit, I have also experienced the ignorant rude t*** when trying to cancel. I'm almost tempted to simply give them a months notice to imprve the speed or stop payments, and then let a solicitor and offcom take over from there.
-
Report abuse
Been with them for 10 years. Was initially pretty happy with them. Just been told that during the course of a phone call initiated by their sales department to try and sell me a new router that I didn't want, apparently I agreed to a further 18 month extension on my contract without any improvement in T & C. I would never agree to this unless tricked into doing so. Funnily enough there was no follow up e mail with details of my fresh 'agreement'. Am now waiting for them to report back to me with what I actually said and agreed to during the call.
When I stated that I was looking at alternative providers they gave me all sorts of techno babble as to why they are the best. If so then why do I spend half my life waiting for things to buffer? The only improvement I got was when I ditched their router and bough a decent one, however even that was a pretty modest increase in speed.
Will ditch them at the earliest opportunity. -
Report abuse
Likewise been with supanet for some years since dial up...been pretty good up until acouple of months ago seems since they had a disruption with there broadband wotsits and we lost supanet for a while speed has got worse, its pot luck when we can get internet. When I phoned them they said its probably bt lines..well iv'e had them checked even bought a new router and plugged into the master bt socket......pretty much the same....Crap.. and to cap it all Im stuck in to a 24 month contract taken out last May when thing seemed ok ( also took out t/phone line aswell ) so not a brill move on my part just wondering what my options are I need internet for my daughter now she's started back at school....Any advice greatly received.
-
Report abuse
I'm ditching them after 8 years. They put you into a 12 month contract, then renew it automatically and increase prices without any written or email notice. The broadband performance is a joke - you will be lucky to get anything above 400kb/s at any time of day or night. When you ring their "engineers", you get a litany of excuses for the poor performance. They will blame it on your modem, your line, BT and anything else. BT will check the line and find nothing wrong. They will try to reset the line and it will be as bad as ever when it comes back on line. They never call back to find out whether the performance has improved - because it won't. If you ring the cancellations line, the bloke who answers is rude and tries to tell you that you don't know what you are talking about. He will then tell you that you will have to pay all the rest of the year's contract (despite there being no written evidence of when the contract started) plus a £39 early cancellation fee. AVOID
-
Report abuseI see from your letters that I am not the only one sucked into a contract I might of not wanted. in May this year we were having trouble with our internet connection with Supanet, I received a advert offering super fast routers in the advert it said and still says tonight 9-8-12 and I quote No disc, no instructions just plug it in and our technitions will set it up remotley so I thought that not being an IT person that that would suite me fine so I made the call and ordered one, after I had put the phone down I got an unexpected phone call from the same sales person (i do have his name Ido always ask who I am talking to) he made me an offer to extend my contract for an extra 12 months at the same price so I did thinking that it was a good deal then I found out that they had put my line rental up. So I rang and I was sending it back that was early June and I am still trying to get my money back last night I was told they had found out that I had received it and would refund me by cheque and would ring today (Thursday) when I would receive the repayment. I got home and surprise surprise no phone call so I spent some 30 minutes trying to get through and finally got through i recognised the voice it was the person who sold me the router so I said hello *** and he denied ever speaking to me, so I said a few truths and said I want to speak to Diane and she denied ever saying she would ring today so I said you record the phone calls lets listen to it and see if it is the same as my recording then she was very pleasant then said they could not find me ever buying a router if I would prove I had bourght a router they would send me a cheque. I live 50 miles from Burnley so I am going to deliver it by hand. I also have never had a written contract agrement so I will ask for one, my contract i till June 2013, just my luck. I have been with Supanet since for a long time it came with a Time computor. Oh I would like to know how to get out of this contract. Oh by the way one person to get in touch with is Addeeb Azwaz or something like that.
-
Report abuse
Been with Supanet for 8 years, even recomended them to other people. Now it's time for a change. A word of warning they make it impossible to get out of this 24 month clause (14.1.1 T & C). You never able to fulfill the obligation because they offer 12 or 18 month contracts......Wave goodbye to a easy £39.
-
Report abuse
I previously posted about Supanet back in April, having just switched to BT. I stopped my direct debit to them at that time, having had a letter from them saying that my account would end on 27 April. As May passed, I noted that I was still getting emails in - mostly junk which I hadn't bothered to give a redirecting address to. So, I wrote to Supanet to point this out, and received a remarkably civil reply to say that yes, my account had been terminated, but that it sometimes took a whil for the system to catch up. Guess what - July 1oth and I'm still getting emails on this account, and my website, hosted by them and which I was told would terminate in March, is also still running! I haven't tried sending emails from that address as I don't want them demanding money for services - but I do wonder how long it takes to fully close an account.
-
Report abuse
I have had similar experience with Supanet. But with some carefully worded, and researched letters it is possible to shake free of possibly one of the most unprofessional providers I have ever encountered (I work in IT).
My concerns arose when my broadband dropped well below 0.5Mbps, when I had originally been receiving around 6.5Mbps. Additionally prices were creeping up - I actually paid them around £50 one month. Then their POP email servers became unreliable and I decided to leave.
After a verbal chat with a very rude, aggressive person demanding to know why I was leaving, and to who, I managed to obtain a MAC code - so far so good. I had already cancelled my direct debit so I knew they couldn't take additional funds from my bank account. When I finally received my account closure letter, it was for £211! Apparently I was still within my minimum term, and they were also expecting a £39 cancellation fee. My first letter went out and the o/s balance fell to £70! Second and third letters went out and eventually I paid them £22 just to get rid of them.
Supanet play a very dirty tactic where they change the terms of a customer's contact without telling them usually annually so that you are literally always stuck within their minimum term. Nothing is ever confirmed via the post (even though they say that they do this). When I asked them to prove that I had changed the terms of my agreement, and was still within the minimum term, all they could do was to send me a paper copy of the T&Cs. Not very helpful. They blame everything on having no records to backup their claims, i.e. new telephone system.
They are ultimately a parasitic company who seem to thrive on the misery they cause others. They provide poor and over-priced solutions and are totally unscrupulous in their business ethics. They are also based in Cyprus (Nicosia in fact) which is another cause for concern.
I was a loyal customer for over five years, and loyalty means absolutely nothing to them.
STAY WELL AWAY! -
Report abuse
As I have neighbours who have been with Supanet for 6 years and just left them I have been looking around the internet to see what others are saying about them.
My neighbours signed up 6 years ago and at that time had about 7mbps average and unlimited downloads. As pensioners new to the internet and computers they did not do very much, about a couple of hours a week on average. Over the next 5 years they got an annual call from Supanet to ask if they were happy with the service and they said they were as nothing seemed to them to have changed. Without realising it Supanet had reduced their mbps to between 2.9 and 3.1 and their download limit to 2meg.
My neighbours did not realise this but had noticed that everything was very slow and they couldn't open a second web page without closing the first one. They thought it was their laptop at fault so lived with it for a few months before mentioning it to me. When I checked I couldn't find any problems with their laptop but discovered the reduction in the broadband quality. When we rang Supanet they couldn't give any explanation and waffled on about providing faster speeds if they pay more and get a wireless router, they said just buying a wireless router would improve the speed.
We asked for a MAC code and that made the person in Supanet very, very angry. Shouted at us and stated that we couldn't get better broadband or cheaper anywhere else and that they, Supanet, could give us BT Infinity cheaper than BT would. We said we did not want this, just the quality we expected for the price being paid but as we could get the same quality we were getting from Supanet for a fraction of the price elsewhere we wanted a MAC code, They then stated that my neighbours were on an 18 month contract with 10 months still to go and would have to pay a £39.99 cancellation fee. We said we wouldn't be paying them any more money and demanded a MAC oode. After much more shouting by Supanet and some very rude comments from them I refused to have further conversation with them. The MAC code arrived a few days later and was passed to BT who offered a far better service which included anytime calls and a wireless router for much less than Supanet's broadband only.
Since then Supanet has sent a bill for £193.88. After the conversation demanding the MAC code the next thing we did was cancel the direct debit to them so they don't get another penny.
I have disputed the bill and demanded proof of the 'contract' that does not exist - there was no verbal contract entered into and no emails or normal mail mentioning any contracts so the onus is on them to prove the debt, not me to disprove it.
I have sent them an 'Account in Dispute' letter as this money is not owed to them and they are not going to bully, intimidate or scare my neighbours into paying it. If they want to go to court over it I say 'bring it on' I shall be delighted to see any official documentation proving the existance of a contract as I know there is not one so anything claiming to be a contract will be forged or faked.
It seems to me that most people seem to pay them just to get rid of them even though they don't owe the money, this has resulted in them continuing with their bullyboy tactics as they know they get away with it - not this time though!
Man up out there and stop being walked all over by these bullying cretins! -
Report abuse
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. -
Report abuse
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. -
Report abuseI 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! -
Report abuse
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!
-
Report abuse
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.
-
Report abuse
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. -
Report abuse
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. -
Report abuse
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.
-
Report abuse
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. -
Report abuse
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. -
Report abuse
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.
-
Report abuse
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.
-
Report abuse
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
-
Report abuse
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!
-
Report abuse
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!
Add a review
