MTN SuperSonic Feedback

[Marz]

View attachment 758422

Incredible. I got a similar response after sending them multiple screenshots from last nights speedtests as well as linking them pages and pages of complaints from this forum and others.
You would think someone on their side would bother to look up complaints on public forums

 

[LandyMan]

Incredible. I got a similar response after sending them multiple screenshots from last nights speedtests as well as linking them pages and pages of complaints from this forum and others.
You would think someone on their side would bother to look up complaints on public forums

I might need to send a link to the MD again

 

[bef0k]

When it works, it works well.

Unfortunately, I can also echo a lot of the negative sentiments on this thread.

1) Very bad support
You wait on the phone for hours to possibly get through. Whatsapp responses take forever and very often (for me) resulted in no follow-through. I find I needed to go back days later and follow up on their inaction.

2) Very bad website
I'm used to the portals from multiple other ISPs that are much much better. The supersonic website is amateurish in comparison to any of the others and does not even offer basic information such as network status information.

3) They constantly reset my router credentials, preventing me from accessing the management screens
This happens over and over again. The login details they supply stop working and it take days and multiple contacts to get new working details out of them. They blame Huawei who apparently manages the routers for the changed password. What gives Huawei the right to lock me out of the router I paid for? (MTN charged me for it as I did not sign a term contract.)

4) Unable to game at night.
I had this problem for the past week at least around 23:00 every night. The international connectivity takes a nasty dip. As you can see from the trace in the attached image, there is severe packet loss where they peer in Europe. Local sites are unaffected.

 

[IceyQ]

I have kept radio silent publicly, as I don't like bashing, but if I can spare some-one else the nightmare I had, then it is worth it.

Please note, I have ALL the communications, with OpenServe, Supersonic and the ISPA rep to back all my claims. I also had kept record of the testing I did, as well as the site visit for testing and the line testing Openserve did and provided me with. I have no personal gripe with them, and wish they will do better, for themselves, as well as the people in their employment, but the issues need to be pointed out, so they can up their game and stay in the game. The more jobs we have in our market, the better, so please understand, I do not wish them ill intent.

1. They are not well equipped to deal with migrations
-Took 7 days (after my line was 100% confirmed up for grabs) to populate(their words) my profile so that I could use my PPPOE.
-Took them over 3 weeks to properly release my line, after many hiccups, including, releasing the wrong Bnum. Something I saw and pointed out.

2. I never had real DTime, but
- Latency in game (dota) was horrific, jumped from 45ms to over 400, then I would get auto DC'd.
- Speed was all over the place locally and esp internationally. Internationally they said they can not gaurantee speeds at all, even after I said a 80% drop in speed is a bit hectic.

3. CSupport on whatapp is not good
- They took VERY long to respond.
- When they did, they never took action to fix anything.
- They punted, deflected and did not acknowlegde there is an issue.
- When faced with proof. They still did not take a step to fixing the issue or bumping it to senior techs to look at.
- Eventually, they told me they reported my line to Openserve, and then followed up with Openserve, I contacted openserve via mail, and there is no record of both of these claims being done.

4. Call centre
- Very difficult to get through, if at all, on hold for 15min at a time.

5. Website
Can't login to a online profile, so It makes it difficult to create a support ticket. They prefer to promote using Whatsapp.

Conclusion. I ended up dealing with Openserve directly. I sent a mail, within 24hours I had 3 gentlemen from Openserve at my house to do site checks and tests. The Ops Specialist, Commodity Manager and Maintentance Manager for my area. They followed up with me almost daily to check how things were going and sent me the records of the line tests, as well as my area tests for the network. I got more support out of Openserve, whom are not suppose to deal with me directly, in a week, than I did with SS in a month. I even got a call from the Telkom CEO offices to see if they could help with anything. I know people have had a bad run with Telkom in the past, but my personal experience with their fibre div ie Openserve, has been nothing short of excellent.

I have my own ideas as to what the issue is with Supersonic, but the facts are, there was an issue, they didn't sort this out, and I ended up having to leave. I am with Afrihost Pure FIbre 100/50. Back, after I was a ADSL client for many years. I am now a fibre client, and I am as happy as can be. No issues thus far.

I will not post personal conversations here, because I don't think it's an individual issue, its a collective one..

Here is a small sample of the tests done daily. Line was a 40/20


Done by Openserve that I was supplied with by an Ops Specialist at Openserve


National - at best all over the place, never got consistant speeds


One of the international tests they said they can't be responsible for

 

[cavedog]

I have kept radio silent publicly, as I don't like bashing, but if I can spare some-one else the nightmare I had, then it is worth it.

Please note, I have ALL the communications, with OpenServe, Supersonic and the ISPA rep to back all my claims. I also had kept record of the testing I did, as well as the site visit for testing and the line testing Openserve did and provided me with. I have no personal gripe with them, and wish they will do better, for themselves, as well as the people in their employment, but the issues need to be pointed out, so they can up their game and stay in the game. The more jobs we have in our market, the better, so please understand, I do not wish them ill intent.

1. They are not well equipped to deal with migrations
-Took 7 days (after my line was 100% confirmed up for grabs) to populate(their words) my profile so that I could use my PPPOE.
-Took them over 3 weeks to properly release my line, after many hiccups, including, releasing the wrong Bnum. Something I saw and pointed out.

2. I never had real DTime, but
- Latency in game (dota) was horrific, jumped from 45ms to over 400, then I would get auto DC'd.
- Speed was all over the place locally and esp internationally. Internationally they said they can not gaurantee speeds at all, even after I said a 80% drop in speed is a bit hectic.

3. CSupport on whatapp is not good
- They took VERY long to respond.
- When they did, they never took action to fix anything.
- They punted, deflected and did not acknowlegde there is an issue.
- When faced with proof. They still did not take a step to fixing the issue or bumping it to senior techs to look at.
- Eventually, they told me they reported my line to Openserve, and then followed up with Openserve, I contacted openserve via mail, and there is no record of both of these claims being done.

4. Call centre
- Very difficult to get through, if at all, on hold for 15min at a time.

5. Website
Can't login to a online profile, so It makes it difficult to create a support ticket. They prefer to promote using Whatsapp.

Conclusion. I ended up dealing with Openserve directly. I sent a mail, within 24hours I had 3 gentlemen from Openserve at my house to do site checks and tests. The Ops Specialist, Commodity Manager and Maintentance Manager for my area. They followed up with me almost daily to check how things were going and sent me the records of the line tests, as well as my area tests for the network. I got more support out of Openserve, whom are not suppose to deal with me directly, in a week, than I did with SS in a month. I even got a call from the Telkom CEO offices to see if they could help with anything. I know people have had a bad run with Telkom in the past, but my personal experience with their fibre div ie Openserve, has been nothing short of excellent.

I have my own ideas as to what the issue is with Supersonic, but the facts are, there was an issue, they didn't sort this out, and I ended up having to leave. I am with Afrihost Pure FIbre 100/50. Back, after I was a ADSL client for many years. I am now a fibre client, and I am as happy as can be. No issues thus far.

I will not post personal conversations here, because I don't think it's an individual issue, its a collective one..

Here is a small sample of the tests done daily. Line was a 40/20

View attachment 758918
Done by Openserve that I was supplied with by an Ops Specialist at Openserve
View attachment 758904

National - at best all over the place, never got consistant speeds
View attachment 758896

One of the international tests they said they can't be responsible for
View attachment 758902

IPC congestion yet their MD stands on Stage at the MYBB Conference saying they are doing such a good job and have such a good network. BS. Hypocrite even after I called him out on facebook publicly my post got deleted. They incompetent people working there have the traffic graphs in front of them but they don't see congestion. Dom and then they will tell you to use ethernet cable. Duh it's what I'm using.

 

[IceyQ]

IPC congestion yet their MD stands on Stage at the MYBB Conference saying they are doing such a good job and have such a good network. BS. Hypocrite even after I called him out on facebook publicly my post got deleted. They incompetent people working there have the traffic graphs in front of them but they don't see congestion. Dom and then they will tell you to use ethernet cable. Duh it's what I'm using.

Jap, this is exactly what I kept saying in all my texts, I said, you def have routing issues, and there is MAJOR conjestion on your line, they NEVER address it, its all smoke and mirrors. I even ended up replacing every single piece of equipment on my network, before I took them to task (ie contacting Openserve and then my hand being forced to approach the ISPA).

Denial is not just a river in Eqypt

 

[cavedog]

Jap, this is exactly what I kept saying in all my texts, I said, you def have routing issues, and there is MAJOR conjestion on your line, they NEVER address it, its all smoke and mirrors. I even ended up replacing every single piece of equipment on my network, before I took them to task (ie contacting Openserve and then my hand being forced to approach the ISPA).

Denial is not just a river in Eqypt

Exactly what happened to me. All smoke and mirrors and Openserve said they are all clear. I showed the comparison on the same line that the issue is with them and not Openserve. They still logged a line fault with Openserve.

Took them to ispa because they don't want to accept it.

 

[nivek]

Did they hit you guys with any penalties when you cancelled?
Im still within the 6 or 12 month window or whatever it is
Haven't even opened their router, using my own

 

[cavedog]

Did they hit you guys with any penalties when you cancelled?
Im still within the 6 or 12 month window or whatever it is
Haven't even opened their router, using my own

Yes some absurd amount I took them to ISPA for. Forcing me to pay a massive cancellation fee when you are unable to deliver a service which I pay for.

 

[IceyQ]

Did they hit you guys with any penalties when you cancelled?
Im still within the 6 or 12 month window or whatever it is
Haven't even opened their router, using my own

I cancelled two weeks into "service". I have not paid for the "service", by no fault of my own. I asked for an invoice about 4 times in 3 weeks, they never sent it. I am now of the opinion I won't pay it even if they do, or I might, but I will be sending them an invoice for my services; I rendered them by doing trouble shooting and dealing with openserve on their behalf XD

I already had my fibre installed with Openserve (ONT) and have my own routers ect. I switched to Afrihost, still on Openserves network, so no installation fee's are applicable. Openserve has a two year clawback, but you can stay on their network and just switch isps without having to pay that penalty, as far as i know. I dealt with openserve directly to get fibre into the house.

 

[Dianysis]

I am looking for advice with FLTE from Supersonic.

Their website T&C's say:

*26. Does my data roll-over and for how long?

Yes, your all your data will have validity of 30-days with an additional 30-days roll-over (total validity period of 60 days) from activation.

27. In what order does my data deplete?

Your oldest applicable data will always deplete first, for example, if you’re watching a movie at 1AM and you have some Night-Owl data rolling over from last month, the rolled-over data will deplete first, then your Night-Owl data for the current month, and if all of your Night-Owl data is depleted before 6AM, you’ll start depleting the oldest Anytime data, and lastly your To-Up data.*

Home Broadband Explained - Supersonic

An explanation of how Supersonic home broadband uses MTN, South Africa’s fastest mobile network, to provide LTE (otherwise known as 4G) wireless internet to your home.

www.supersonic.co.za

I queried this on their WhatsApp support and they are now saying that night time does not rollover. Their website still shows that all data rolls over and even gives an example of night time data rollover.

I am not sure if I am misreading or what... Your opinion?

 

[Dianysis]

I am looking for advice with FLTE from Supersonic.

Their website T&C's say:

*26. Does my data roll-over and for how long?

Yes, your all your data will have validity of 30-days with an additional 30-days roll-over (total validity period of 60 days) from activation.

27. In what order does my data deplete?

Your oldest applicable data will always deplete first, for example, if you’re watching a movie at 1AM and you have some Night-Owl data rolling over from last month, the rolled-over data will deplete first, then your Night-Owl data for the current month, and if all of your Night-Owl data is depleted before 6AM, you’ll start depleting the oldest Anytime data, and lastly your To-Up data.*

Home Broadband Explained - Supersonic

An explanation of how Supersonic home broadband uses MTN, South Africa’s fastest mobile network, to provide LTE (otherwise known as 4G) wireless internet to your home.

www.supersonic.co.za

I queried this on their WhatsApp support and they are now saying that night time does not rollover. Their website still shows that all data rolls over and even gives an example of night time data rollover.

I am not sure if I am misreading or what... Your opinion?

Anyone?

 

[nivek]

Anyone?

Cant answer your question but the fact that its been 2 weeks and you still don't have answers should tell you everything you need to know about supersonic.

 

[Dianysis]

Even today, I still don't have answers.
They are still adamant that night owl does not roll over despite what their T&C's show...
If I am misunderstanding something, please let me know. At this point, I am getting rather gatvol with them.
Considering the ISPA.

 

[Dianysis]

Cancelling.
Now they say the T&C's need to be amended to avoid confusion. FML

 

[Raz00m]

How are they rated so highly on the mybb articles? This entire thread states otherwise. I am on day 2 wi

Supersonic has been a joke the last couple of nights ... twitch keeps buffering, online gaming as packet drops and lag all over the show ... And of course, support has no clue, and lying straight to my face about what they did, or didn't do according to them this morning

How are they rated so highly on the mybb articles? This entire thread states otherwise. I am on day 2 with supersonic. Its been terrible.i am here to merely echo what you have said.

 

[LandyMan]

How are they rated so highly on the mybb articles? This entire thread states otherwise. I am on day 2 wi

How are they rated so highly on the mybb articles? This entire thread states otherwise. I am on day 2 with supersonic. Its been terrible.i am here to merely echo what you have said.

If I remember correctly, that rating comes from speedtests as one of the biggest measures. Problem is that I get perfect speeds, but packet loss kills any streaming, so yeah ...

 

[cavedog]

Cancelling.
Now they say the T&C's need to be amended to avoid confusion. FML

Supersonic is exactly like Telkom. Offers decent products at decent prices and backed by a very good network but support seems like a joke and when you point out they are wrong they just don't care.

If they try to be funny with the Cancellation take them to ISPA.

I see you want to switch to Afrihost MTN Fixed LTE. Please note the following. The MTN Fixed LTE is seen a connection provider just like frogfoot for fibre and Telkom landline for adsl. This means the ISP that provides the service is responsible for routing and network beyond the handover. MTN will hand over the traffic probably at teraco to Afrihost and from there it's all their network. You will get an Afrihost Airmobile ip and follow the same routing and network as their fibre clients.

With Supersonic MTN Carrier will hand over the traffic to MTN Business which Supersonic uses. You will lose that when switching to Afrihost.

Not a major concern but just something to keep in mind.

 

[Dianysis]

Supersonic is exactly like Telkom. Offers decent products at decent prices and backed by a very good network but support seems like a joke and when you point out they are wrong they just don't care.

If they try to be funny with the Cancellation take them to ISPA.

I see you want to switch to Afrihost MTN Fixed LTE. Please note the following. The MTN Fixed LTE is seen a connection provider just like frogfoot for fibre and Telkom landline for adsl. This means the ISP that provides the service is responsible for routing and network beyond the handover. MTN will hand over the traffic probably at teraco to Afrihost and from there it's all their network. You will get an Afrihost Airmobile ip and follow the same routing and network as their fibre clients.

With Supersonic MTN Carrier will hand over the traffic to MTN Business which Supersonic uses. You will lose that when switching to Afrihost.

Not a major concern but just something to keep in mind.

Thanks.
Hopefully speeds stay the same.
Performance has been good on Supersonic, but as you say - their support leaves much to be desired.
Made a list:
Pro's for AH are better support, cheaper (if only R50), and night time data that actually rolls over.
Cons are possible drop in speed due to different routing on AH.
Will give it a trial run and see how it goes. Hopefully I am impressed.
According to AfriMan, speeds should remain the same.

 

[cavedog]

Thanks.
Hopefully speeds stay the same.
Performance has been good on Supersonic, but as you say - their support leaves much to be desired.
Made a list:
Pro's for AH are better support, cheaper (if only R50), and night time data that actually rolls over.
Cons are possible drop in speed due to different routing on AH.
Will give it a trial run and see how it goes. Hopefully I am impressed.
According to AfriMan, speeds should remain the same.

Speeds will be the same and dependent on tower and tower congestion. It will just take Afrihost network routing.

You also get access to roll over like you mentioned. Better self help tools like the clientzone on the website and the mobile app to make changes or topups as you go which is pretty nice. Real time data usage figures on the app and website. You detailed daily usage. You get notifications when your data caps reach a certain depletion level and you get a @afrihost.co.za email if you want that.


All my data rolled over from December.