MTN SuperSonic Feedback

Ok I have had enough of this isp. I phoned in and apparently my line was activated on the 19th of February with actual usage showing on my account and I have even been billed for February. How is this possible when vumatel installed my cpe on the 8th of march?

The invoice I have even has someone else's name and not mine. From the techbical department I apparently have a 50/50 line and thats why I have uploaded 1.2TB of data but in actuality my line is a 50/5.
 
This is the invoice I received for February, I didn't even have a cpe untill a month later.

Dear Mr.(s) ) Gabriel Woods


Herewith your invoice and statement for March 2019. Your current balance owing is R 374.63.

Please note that if the current balance as indicated on your statement are preceded by a " - " or are shown in brackets, it indicates that the account is in credit.

If you are not paying via Debit Order please use your Supersonic Account Number as pay reference in order for us to allocate the payment correctly

and avoid possible suspension due to incorrect pay references.
Please make sure to use the Bank account details as indicated below for all EFT payments to Supersonic.
Banking details -


Bank Name Standard Bank


Bank Account 022658351


Branch code 019205

If you choose to pay via debit order please forward the following details to activate the debit order


・ Name of Account Holder


・ Bank Name


・ Branch Name and Code


・ Account Number
Please also note that the description of the debit order on your bank statement will be indicated as SUPERSONIC.

Your invoice consist of subscription(s), where applicable, for March 2019 and telephone usage, where applicable, for February 2019.

If you have been activated or upgraded during February 2019 you will be invoiced a pro rata amount from day of activation/upgrade up and until end February 2019

and this amount will also appear on your invoice dated 1 March 2019.
Please also note that all other outstanding invoices and credit notes, where applicable, are displayed within the Invoice attachment.

EFT Payments are due on/before the 1 April 2019.
Debit orders will run on the 1 April 2019, and all transactions up to and including the 25 March 2019 will be taken into account for the debit order amount to be

deducted.
 
I just got off the phone with technical support to at least try fix my international streaming issue and got told they do not prioritise international traffic, he took my account number and said he will get back to me.

Their support is actually ridiculous!!
 
Savy561 said:
Is the supersonic usage portal suppose to shoe a WAY higher upload usage than download.

My package is the 50/5
Upload (MB)
118588.1896

Download (MB)
4723.5934
Click to expand...

Where on the portal do you check this? Mine just says 'UNCAPPED'
 
Ayatolla said:
Where on the portal do you check this? Mine just says 'UNCAPPED'
Click to expand...
When you login you should see a menu list on the left and just select my usage.
Sorry for the cellphone canera pic but I am currently on hold with supersonic as no one knows what is wrong with my account or why it was activated without a fibre line.IMG_20190408_160549.jpg
 
So my experience so far with Supersonic Customer Service has really been bad. The latest experience was me trying to downgrade my service. My 20/2Mbps free trial expired on the 4 April and I called the Billing Department on 3 April to downgrade to the 10/2Mbps package. The lady I spoke said it will be be done and they will contact me to confirm. She said I won't be charged for the downgrade (contrary to the T&C). I specifically asked her to confirm that from the 5 April my service will be downgraded, she said yes. Come the Friday 5th, no downgrade initiated. I tried calling the Billing department Friday and what do you know, they don't work on a Friday. I then contacted them via Whatsapp, and the most I got out of them was that they will check what's happening and get back to me. An hour later, I get an SMS saying they'll call me. It's Monday, and I'm still waiting for my call... How can a company be so inefficient?
 
Savy561 said:
When you login you should see a menu list on the left and just select my usage.
Click to expand...

I checked that, but it only shows 'uncapped' under usage.

Savy561 said:
Sorry for the cellphone canera pic but I am currently on hold with supersonic as no one knows what is wrong with my account or why it was activated without a fibre line.
Click to expand...

I had a similar experience. My router was installed on the 15 February which means my free trial was supposed to end 15 March. Come the 4 March, I phone to ask them that I would like to downgrade when the trial expires and was told I can only call on the 30th day to downgrade. No problem, I guessed. I then asked for my login details because I wanted to check my data usage. When the 'super techy' tried to get my details, he wanted to know if my line was active as he couldn't see anything related to my account number. Duh, what was I using for 2 1/2 weeks? The guy then realises that they never populated my details on their system... He quickly told me he'll populate the info and they'll sms me the login details... I get my login details and it shows my account is active from the 4 March. I called again to clarify if they will downgrade me on the 15 March, and was told I'll be downgraded on the 5 April because the system shows my account was only active from the 4 March (yay, extra 2 weeks).... Useless after sales service.
 
Damn some bad support you guys got. I have not had to call their support since they upgraded their IPC a while back and everything has been pretty decent for me. Looks like bad service is all round. I have referred my landlord to Cool Ideas purely based on their very cheap Openserve 10/5 prices. Cool Ideas has been giving him the run around ever since. Openserve was quick to install but after that no router and constant calls to get them to give the pppoe details. More than a week later and still no router.

Looks like the big boys aka rated 1st and 2nd are letting people down.
 
I sopke to a friend who works for a small isp business and apparently this does happen from time to time where an account gets crossed with another user. He said what I'm likely experiencing is that the reason my account was activated in February even though I didn't have a line is because I am having my internet routed through a different port on another user which explains why there is usage for february as well. He said it could even be getting routed through a different isp and this might be why my international is dead.

Man am I over all the ****, I have had better service from telkom.
 
Savy561 said:
I sopke to a friend who works for a small isp business and apparently this does happen from time to time where an account gets crossed with another user. He said what I'm likely experiencing is that the reason my account was activated in February even though I didn't have a line is because I am having my internet routed through a different port on another user which explains why there is usage for february as well. He said it could even be getting routed through a different isp and this might be why my international is dead.

Man am I over all the ****, I have had better service from telkom.
Click to expand...

Let me drop you a PM. I got a number of someone higher than 1st line support.
 
So my speeds are still 100% any time of the day over the LAN cable to my pc/tv. The only problem I'm experiencing now is I sometimes get 10% of the line speed over wifi on my phone. Could this be a router issue? I'm using the standard Zyxel one they provide and run the speed test on the MyBB App. Additional, I don't think I asked for access to the rotuer when the technician set it up.

I'm total noob to networking, how do I do those single line speed test to London etc?
 
Ayatolla said:
So my speeds are still 100% any time of the day over the LAN cable to my pc/tv. The only problem I'm experiencing now is I sometimes get 10% of the line speed over wifi on my phone. Could this be a router issue? I'm using the standard Zyxel one they provide and run the speed test on the MyBB App. Additional, I don't think I asked for access to the rotuer when the technician set it up.

I'm total noob to networking, how do I do those single line speed test to London etc?
Click to expand...
Try diff wifi channel.
 
Looks like my Zyxel is failing. It's freezing twice a day now and then I have to restart the router to get it back.

I sent Supersonic a mail asking what to do. Looks like I'm back on my Huawei B618 for now until I get a replacement.
 
cavedog said:
Looks like my Zyxel is failing. It's freezing twice a day now and then I have to restart the router to get it back.

I sent Supersonic a mail asking what to do. Looks like I'm back on my Huawei B618 for now until I get a replacement.
Click to expand...
what model Zyxel is it you have ?
 
Does anyone know if their ip adress changes and roughly how often? my ip has NEVER chanheged ever since I got my fibre 4 weeks and 3 days ago. My usage also shows different ip address that do not match mine. I am still waiting for thr manager to get back to me and they are trying to convince me that nothing is wrong.
 
Yoh for what people pay to be with MTN for fibre there sure are a lot of issues. To think CISP goes for almost the same money...
 
LCBXX said:
Yoh for what people pay to be with MTN for fibre there sure are a lot of issues. To think CISP goes for almost the same money...
Click to expand...

There are just as many complaints with Cool Ideas. Going to 2 weeks cool ideas failed to deliver the router and support people just giving a runaround with no real answers why.

On Openserve 200Mbps is cheaper than Cool Ideas by more than R600 and for me Supersonic is flawless on Openserve.
 
Savy561 said:
Does anyone know if their ip adress changes and roughly how often? my ip has NEVER chanheged ever since I got my fibre 4 weeks and 3 days ago. My usage also shows different ip address that do not match mine. I am still waiting for thr manager to get back to me and they are trying to convince me that nothing is wrong.
Click to expand...

If you dial a pppoe connection like with Vumatel aerial or Openserve the ip should change depending how many times you redial your session. With Vumatel trenched it should change but maybe not as often.
 
cavedog said:
There are just as many complaints with Cool Ideas. Going to 2 weeks cool ideas failed to deliver the router and support people just giving a runaround with no real answers why.

On Openserve 200Mbps is cheaper than Cool Ideas by more than R600 and for me Supersonic is flawless on Openserve.
Click to expand...
All o want for christmas is a working connection from suoersonic:whistling:.

Im currently waiting for the techie to phone back that edith mphanga got to call me cause my line is ****ed.
 
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