MTN/Supersonic Fibre Experience

Leo_

Leo_

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Is anyone using MTN or Supersonic as their Fibre ISP?

I'm considering switching from Afrihost to one of these providers as their service is about R150 cheaper and offers twice the speed. Any insights or feedback would be much appreciated.
 
Leo_ said:
their service is about R150 cheaper and offers twice the speed.
Click to expand...

Are you sure those are not just launch offers? (Discounted for the first 3 months only.)

MTN launches fibre products in strange internal strategy shift

MTN launches fibre products in strange internal strategy shift MTN has announced the launch of MTN Fibre, which is essentially a clone of its Internet service provider Supersonic's offerings.
mybroadband.co.za mybroadband.co.za

Leo_ said:
Any insights or feedback would be much appreciated.
Click to expand...

Here you will find plenty:

MTN launches MTN Fibre, powered by Supersonic

MTN Fibre launched MTN has launched a new fibre ISP, MTN Fibre, offering broadband services from R349 per month, including router and installation. MTN is offering a promotion giving new customers up to R150 per month discount for the first three months, available in selected areas.
mybroadband.co.za
 
I would like to warn other potential customers that the service you receive from Supersonic Fibre and MTN Fibre is absolutely pathetic.


I've requested a month to month fibre package of 250mbps. Metrofibre quickly had the line and modem set up, and then the wait started to get the router from Supersonic.


Getting no feedback from Supersonic, I tried logging tickets and raising queries with the call centre. Eventually it got delivered with a message that my order is complete and they'll be in contact soon to send someone to set up the router.


This is the day they sent me the first invoice and started charging for usage. I set up the router but my speed was capped at 5mbps.


It's now been an additional 8 DAYS after logging many tickets, countless calls and being put on hold to try and reach the support / second line support teams (who never answer or call you back), my speed is still limited and I receive no feedback or updates. This client service is so bad it feels like a scam.


Supersonic, I informed you 3 DAYS ago that if a technician is was not here by the end of that day I'm cancelling all services. I did get a follow up call the next day where they shared an adress and details of another client with me and eventually realised that they had the wrong profile open.


2 DAYS ago I've requested that you please come and collect your router and cancel my contract. If I get charged anything on my accounts I'll inform the bank that it's fraud. I'll switch to Metrofibre since I hear their service is actually good.


The day after posting my first review I got this message: "Dear Valued Customer, Please be advised that the debit order for your Supersonic subscription was not successfully processed today, due to unforeseen circumstances.Rest assured, the transaction will be processed tomorrow, 2 February 2024. We sincerely apologise for any inconvenience caused. Kind regards, Supersonic"


Your social media team have asked for my details on every post (3 DAYS in a row) and informed me that they will get the support team to contact me, and logged tickets for the error. Guess what... Still more unattended tickets and no call backs
 
Etienne Meyer said:
I would like to warn other potential customers that the service you receive from Supersonic Fibre and MTN Fibre is absolutely pathetic.


I've requested a month to month fibre package of 250mbps. Metrofibre quickly had the line and modem set up, and then the wait started to get the router from Supersonic.


Getting no feedback from Supersonic, I tried logging tickets and raising queries with the call centre. Eventually it got delivered with a message that my order is complete and they'll be in contact soon to send someone to set up the router.


This is the day they sent me the first invoice and started charging for usage. I set up the router but my speed was capped at 5mbps.


It's now been an additional 8 DAYS after logging many tickets, countless calls and being put on hold to try and reach the support / second line support teams (who never answer or call you back), my speed is still limited and I receive no feedback or updates. This client service is so bad it feels like a scam.


Supersonic, I informed you 3 DAYS ago that if a technician is was not here by the end of that day I'm cancelling all services. I did get a follow up call the next day where they shared an adress and details of another client with me and eventually realised that they had the wrong profile open.


2 DAYS ago I've requested that you please come and collect your router and cancel my contract. If I get charged anything on my accounts I'll inform the bank that it's fraud. I'll switch to Metrofibre since I hear their service is actually good.


The day after posting my first review I got this message: "Dear Valued Customer, Please be advised that the debit order for your Supersonic subscription was not successfully processed today, due to unforeseen circumstances.Rest assured, the transaction will be processed tomorrow, 2 February 2024. We sincerely apologise for any inconvenience caused. Kind regards, Supersonic"


Your social media team have asked for my details on every post (3 DAYS in a row) and informed me that they will get the support team to contact me, and logged tickets for the error. Guess what... Still more unattended tickets and no call backs
Click to expand...
Did you configure the router with pppoe credentials? 5 Mbps cap sounds like the test account.
 
Etienne Meyer said:
I would like to warn other potential customers that the service you receive from Supersonic Fibre and MTN Fibre is absolutely pathetic.


I've requested a month to month fibre package of 250mbps. Metrofibre quickly had the line and modem set up, and then the wait started to get the router from Supersonic.


Getting no feedback from Supersonic, I tried logging tickets and raising queries with the call centre. Eventually it got delivered with a message that my order is complete and they'll be in contact soon to send someone to set up the router.


This is the day they sent me the first invoice and started charging for usage. I set up the router but my speed was capped at 5mbps.


It's now been an additional 8 DAYS after logging many tickets, countless calls and being put on hold to try and reach the support / second line support teams (who never answer or call you back), my speed is still limited and I receive no feedback or updates. This client service is so bad it feels like a scam.


Supersonic, I informed you 3 DAYS ago that if a technician is was not here by the end of that day I'm cancelling all services. I did get a follow up call the next day where they shared an adress and details of another client with me and eventually realised that they had the wrong profile open.


2 DAYS ago I've requested that you please come and collect your router and cancel my contract. If I get charged anything on my accounts I'll inform the bank that it's fraud. I'll switch to Metrofibre since I hear their service is actually good.


The day after posting my first review I got this message: "Dear Valued Customer, Please be advised that the debit order for your Supersonic subscription was not successfully processed today, due to unforeseen circumstances.Rest assured, the transaction will be processed tomorrow, 2 February 2024. We sincerely apologise for any inconvenience caused. Kind regards, Supersonic"


Your social media team have asked for my details on every post (3 DAYS in a row) and informed me that they will get the support team to contact me, and logged tickets for the error. Guess what... Still more unattended tickets and no call backs
Click to expand...
Did you eventually come right?
 
MyBroadband rated them as 3rd best small ISP

Atomic Access received the highest average score in the small ISP section, followed by Cybersmart and Supersonic.
Click to expand...

1708161032095.png
 
**** I just signed up to supersonic and I see this nonsense. Zero support so far , I've received the router but then no one has called me to activate the line or whatever. I think I should just cancel this as the red flags are there already
 
M_Kat said:
**** I just signed up to supersonic and I see this nonsense. Zero support so far , I've received the router but then no one has called me to activate the line or whatever. I think I should just cancel this as the red flags are there already
Click to expand...
I know that feeling.

Try them over WhatsApp. All you need now are PPPOe settings or whatever it's called.
 
M_Kat said:
**** I just signed up to supersonic and I see this nonsense. Zero support so far , I've received the router but then no one has called me to activate the line or whatever. I think I should just cancel this as the red flags are there already
Click to expand...
My experience with MTN/Supersonic has not been good. Their WhatsApp number is run by a bot. Very frustrating. I have lodged numerous 'tickets' with them. Response time is dismal as is their support.
 
Cumulus said:
My experience with MTN/Supersonic has not been good. Their WhatsApp number is run by a bot. Very frustrating. I have lodged numerous 'tickets' with them. Response time is dismal as is their support.
Click to expand...
Same. I am still waiting on a response on a ticket logged in April 2024.
 
I laboured to login on my phone to say this ....don't you dare touch supersonic.

What a ****ing nightmare. They are only reachable on Facebook!!! And even then it's slow. My fibre situation is mess right now because I cancelled with Vox thinking supersonic were giving me a great deal for 120mbps but Jesus Christ had I seen the reviews first....... Don't get me wrong that router will get to you lighting quick but after that you're on your own. I can't even begin to try and explain the the frustration.
 
M_Kat said:
I laboured to login on my phone to say this ....don't you dare touch supersonic.

What a ****ing nightmare. They are only reachable on Facebook!!! And even then it's slow. My fibre situation is mess right now because I cancelled with Vox thinking supersonic were giving me a great deal for 120mbps but Jesus Christ had I seen the reviews first....... Don't get me wrong that router will get to you lighting quick but after that you're on your own. I can't even begin to try and explain the the frustration.
Click to expand...
Sorry you had to find out the hard way. They are indeed one of the most useless companies in SA.
 
Major issues... my complex connection is down and cant get hold of them on the phone. When you press one it just gives a fast engage tone. No response on whatsapp.
 
darrencon said:
Major issues... my complex connection is down and cant get hold of them on the phone. When you press one it just gives a fast engage tone. No response on whatsapp.
Click to expand...
Welcome to the house of pain that is Supersonic's competency
 
Hi guys im effd off with supersonic. Is there anyway I can get another ISP even though I'm with supersonic? As in sign up to say Vox now while I'm still with SS? Would this work? I have frogfoot network.

my internet has been down for a month and there's just no way at this point they're going to fix it as I don't believe they know how to. But I need my internet up and running asap.
 
M_Kat said:
Hi guys im effd off with supersonic. Is there anyway I can get another ISP even though I'm with supersonic? As in sign up to say Vox now while I'm still with SS? Would this work? I have frogfoot network.

my internet has been down for a month and there's just no way at this point they're going to fix it as I don't believe they know how to. But I need my internet up and running asap.
Click to expand...
Unfortunately, you need the existing ISP to release your line before the next takes it over. Basically, it's down to commercial agreements the fibre provider needs to honour.
 
PBCool said:
Unfortunately, you need the existing ISP to release your line before the next takes it over. Basically, it's down to commercial agreements the fibre provider needs to honour.
Click to expand...
Loosely translated as I'm ****ed for at least another month. Thought as much though

Thanks.
 
@Jan why is this useless company consistently on the top rank list of ISPs ... when will a proper article come out about this company, their useless ISP capability, and the C-Suite revolving door?
 
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