How is it possible Supersonic still exists???

[CntrlAltDel]

Recently, I’ve been helping a family member downgrade their fibre line. They’re on the older side and, as they put it, not very “tech-savvy.”

The initial request for the downgrade was made three months ago. They even received an SMS confirming that the downgrade was processed.

Problem: Three months have passed, and the line speed remains unchanged.

• Month 1: Speed is the same.
• Month 2: Speed is the same.
• Month 3: Speed is still the same.

In between, I’ve contacted customer service multiple times, only to hear the same excuse: “It’s being processed.”

Last week, I logged another ticket to follow up. It took eight days for them to respond, and their only comment was, “Please be advised that you cannot downgrade to 55/25 Mbps as it is only available to new clients.” Then, they immediately closed the ticket before I could ask, “Well, what about your other packages?”

Adding insult to injury, these tickets include reference numbers but provide no indication of who is responsible for handling them. There’s zero accountability.

This horrific customer service reminds me why I moved away from Supersonic two years ago. Despite being a customer for three years, they still hit me with a R3,500 clawback fee and charged me R1,200 for a debit order even after I had canceled and had no connectivity.

The worst part? I signed up during a Black Friday deal that explicitly stated there was no clawback fee and was a month-to-month contract. When I brought this up, their customer service outright denied ever running such a deal. So, I used the Wayback Machine to send them a link and screenshot proving otherwise. What happened next? Radio silence.

I tried calling them 36 times in one day.

• They either put me on hold for 45 minutes and then dropped the call.
• Answered and immediately dropped the call.
• Answered, stayed silent (you could hear them breathing but saying nothing).
• Or claimed they couldn’t hear me.

It’s absolute madness that they can operate like this without consequence.

 

[itisdone]

Recently, I’ve been helping a family member downgrade their fibre line. They’re on the older side and, as they put it, not very “tech-savvy.”

The initial request for the downgrade was made three months ago. They even received an SMS confirming that the downgrade was processed.

Problem: Three months have passed, and the line speed remains unchanged.

• Month 1: Speed is the same.
• Month 2: Speed is the same.
• Month 3: Speed is still the same.

In between, I’ve contacted customer service multiple times, only to hear the same excuse: “It’s being processed.”

Last week, I logged another ticket to follow up. It took eight days for them to respond, and their only comment was, “Please be advised that you cannot downgrade to 55/25 Mbps as it is only available to new clients.” Then, they immediately closed the ticket before I could ask, “Well, what about your other packages?”

Adding insult to injury, these tickets include reference numbers but provide no indication of who is responsible for handling them. There’s zero accountability.

This horrific customer service reminds me why I moved away from Supersonic two years ago. Despite being a customer for three years, they still hit me with a R3,500 clawback fee and charged me R1,200 for a debit order even after I had canceled and had no connectivity.

The worst part? I signed up during a Black Friday deal that explicitly stated there was no clawback fee and was a month-to-month contract. When I brought this up, their customer service outright denied ever running such a deal. So, I used the Wayback Machine to send them a link and screenshot proving otherwise. What happened next? Radio silence.

I tried calling them 36 times in one day.

• They either put me on hold for 45 minutes and then dropped the call.
• Answered and immediately dropped the call.
• Answered, stayed silent (you could hear them breathing but saying nothing).
• Or claimed they couldn’t hear me.

It’s absolute madness that they can operate like this without consequence.

Independent Communications Authority of South Africa

www.icasa.org.za

 

[airborne]

Recently, I’ve been helping a family member downgrade their fibre line. They’re on the older side and, as they put it, not very “tech-savvy.”

The initial request for the downgrade was made three months ago. They even received an SMS confirming that the downgrade was processed.

Problem: Three months have passed, and the line speed remains unchanged.

• Month 1: Speed is the same.
• Month 2: Speed is the same.
• Month 3: Speed is still the same.

In between, I’ve contacted customer service multiple times, only to hear the same excuse: “It’s being processed.”

Last week, I logged another ticket to follow up. It took eight days for them to respond, and their only comment was, “Please be advised that you cannot downgrade to 55/25 Mbps as it is only available to new clients.” Then, they immediately closed the ticket before I could ask, “Well, what about your other packages?”

Adding insult to injury, these tickets include reference numbers but provide no indication of who is responsible for handling them. There’s zero accountability.

This horrific customer service reminds me why I moved away from Supersonic two years ago. Despite being a customer for three years, they still hit me with a R3,500 clawback fee and charged me R1,200 for a debit order even after I had canceled and had no connectivity.

The worst part? I signed up during a Black Friday deal that explicitly stated there was no clawback fee and was a month-to-month contract. When I brought this up, their customer service outright denied ever running such a deal. So, I used the Wayback Machine to send them a link and screenshot proving otherwise. What happened next? Radio silence.

I tried calling them 36 times in one day.

• They either put me on hold for 45 minutes and then dropped the call.
• Answered and immediately dropped the call.
• Answered, stayed silent (you could hear them breathing but saying nothing).
• Or claimed they couldn’t hear me.

It’s absolute madness that they can operate like this without consequence.

Sounds like MTN and Supersonic use the same call centre

 

[Former member 61586]

same as more or less majority of ISPs unfortunately. sht "best effort" service. webafrica i think holds the current trademark

 

[rh1]

Only my home loan is on debit order. I pay all other services via EFT. So in cases where I have given my cancellation notice in terms of a contract, I simply stop paying afterwards.

 

[rh1]

This practice started after MTN cont. to deduct for a cellphone contract even though I cancelled 3 months earlier.

ICASA assisted me and I got my money back. This was in 2012 or 2013. Since then EFT has been the only way. I dont do debit orders.

 

[Former member 61586]

Only my home loan is on debit order. I pay all other services via EFT. So in cases where I have given my cancellation notice in terms of a contract, I simply stop paying afterwards.

insurance payment?

 

[rh1]

insurance payment?

Lol, I forgot about that.

 

[CntrlAltDel]

Reaching anyone at Supersonic is nearly impossible. The company has reportedly retrenched 70% of its staff, leaving no technical support or adequate assistance in place. Years of poor management have taken their toll, and with funding from MTN allegedly cut off, Supersonic is struggling to remain operational, even resorting to selling office furniture. If you're considering signing up with them, think twice—you may regret it. For more insights, check their reviews on HelloPeter: https://www.hellopeter.com/supersonic.

Good to see someone with insider info. Sad that many have lost their jobs as you say. Especially since Supersonic at one point was in the top 2 fibre ISP's in ZA not too long ago.