Catching a free ride with Supersonic

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Avbob se stoep

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So with Vumatel as my fibre provider the Supersonic (my ISP) tech support switched on my fibre on 27 March 2021, I asked the tech guy about the accounts department and if I needed to do anything and he was a bit unsure but said that they would contact me. So at the time of writing this 14 May 2021 I have still not received any invoices or had to give anyone my bank details for them to schedule a debit order. Interesting part is that my internet is still up and running. My guess is that there was a balls up between Vumatel and Supersonic communication, because I did my application from the Vumatel website so somehow Supersonic doesn't know about me?

I did try to make contact with supersonic support through their whatsapp service but they don't seem to care or probably just incompetent in the sense that for the first 3 times (on separate days) there was just no response after I was "connected" to one of their support people/bots. The last time I tried their whatsapp someone referred me to phone the support line...

Thoughts on whether I should phone Supersonic or continue my free ride?
 
Well, if it were me, I would do everything I could possibly do to get hold of them through their various support channels and where possible keep.proof thereof..

If, after exhausting all avenues, you are still not assisted, what more can you do..
 
Same here, I am using their F LTE, and cannot even login to my portal. They even have the balls to tell me that the problem is not on their side. So explain to me why I receive OTP's everyday from my bank, and other services, but not from you? I think they have some serious problems with their billing, admin, and support systems. It's really a shame, because their network quality is actually very good.
 
There were people previously who did the same only to get hit with a massive bill when they eventually figure out their mistake. I would keep the amount that I would normally get charged monthly saved in case they decide to eventually bill you.
 
SuperMario said:
Same here, I am using their F LTE, and cannot even login to my portal. They even have the balls to tell me that the problem is not on their side. So explain to me why I receive OTP's everyday from my bank, and other services, but not from you? I think they have some serious problems with their billing, admin, and support systems. It's really a shame, because their network quality is actually very good.
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Companies use different providers to send bulk SMS. Perhaps you blocked the number they use/d?
 
Just contact them and sort it out. You don't have legal protection because you know you owe them money for the service you are receiving. You don't want a massive bill when they figure it out eventually.
 
Can confirm supersonic are headless chickens. They’ve messed up an upgrade/downgrade for my parents line a couple times, even allocated someone else’s payments to my parents account. When they realised what they’ve been doing they reallocated the payments and invoiced my parents for the 3 or 4 months error that they caused. So best advice is to just call them, get through to the billing department and get it sorted out.
 
S.Claus said:
There were people previously who did the same only to get hit with a massive bill when they eventually figure out their mistake. I would keep the amount that I would normally get charged monthly saved in case they decide to eventually bill you.
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Yeah no, they were suckered into paying, within accordance with the CPA to specifically protect the consumer, if you have made them aware and have the proof that you have done so, 3 months is the limit they can claim after those 3 months it has essentially prescribed. This is as far as I am aware.

MTN as an example have terms on their bills they send out which states, any bill errors will be deemed correct after a period of 30 days if no inquiries are made. Every thing has a reasonable prescription date, billing and accounts included, with exception of rates and tax based accounts they never prescribe. The catch is you have to make them aware of the fact and have proof you have done so.

Don't take my word for it, but as far as I am aware 3 months is the limit they can claim, this includes billing errors over and under charging for services. Contract based service has a different set of rules, in that it can be paid monthly, quarterly or yearly based on the contract term and that prescribes at the end of the contract term, not sure but I think it is 3 months as well. Even being in correctly billed by a lawyer prescribes after an x amount of time.

But with regards to not being billed at all, I don't know, if you made them aware then technically it is a fault in your favor and would argue as such. Technically there is nothing to stop a supplier from doing so if you agree to it, verbally or in writing, it's not against the law if you agree.


TDLR
Pretty sure there is a 3 month limit, but don't take my word for it.
 
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