Should I give back Supersonic Router after cancelation?

[Avbob se stoep]

So I canceled my fibre with supersonic after bearing with them for over 2 year. Now I can't remember the exact terms and conditions anymore regarding my sign up back then, but I have it in my head that the router came as part of the deal for free with no take backs. I remember the techie installing my setup said I can have the router, but that's probably not his call to make.

Today I received an email stating that I can drop off the router at their pickup point or pay R250 for them to pick it up.

Can't I just tell them that I don't have it anymore? or will they be able to see that I am still using it? Like I imagine their admin must have been so k@k back then, as it probably still is, that there is no way that they know which router they gave me.

Thoughts on what to do?

 

[LCBXX]

Start by reading the terms and conditions of your Supersonic contract.

 

[Despaireon]

This is for fibre:

5.2.Ownership of the Wi-Fi Router will remain with Supersonic for the duration of the Supersonic FTTH contract.

This is for FLTE and 5G:

• Customers who cancel a Supersonic Uncapped Home Fixed-LTE service agreement will be liable to return the router to Supersonic via courier upon cancellation, within 5 working days, in a reasonable and working condition, or they will be invoiced the replacement value of the router at time of cancellation.
• A courier fee will be charged at R250 for the return of the router.
• Cancellation within the first six (6) months of initial activation of a Supersonic service agreement, will incur an additional charge of R600 (incl. VAT) which is amortized over the said six (6) month term.

For Capped FLTE:

• Customers who cancel a Supersonic Home Fixed-LTE service agreement will be liable to return the
  router to Supersonic at their cost upon cancellation, in a reasonable and working
  condition, or be charged the replacement value of the router at time of cancellation.
• Cancellation within the first six (6) months of initial activation of a Supersonic
  service agreement , will incur an additional charge of R600 (incl. VAT) which is
  amortised over the said six (6) month term.

This is why idf with sim products

 

[Avbob se stoep]

Start by reading the terms and conditions of your Supersonic contract.

Their terms and conditions must have changed from back then. Im 90% sure it was included in the clawback period. Because if I go on like our first email it gives you an generic link to their term and conditions web page, which changed drastically from when I first accessed it back then. Our company IT guy also said his ISP suddenly wanted their router back after 3 years even though he also remembers it being included in the clawback fees. But I guess I have no foot to stand on now.

 

[BCR]

This is why idf with sim products

Haven't had issues with Afrihost or Axxess - no need to send the Telkom or MTN SIM back after cancellation, lol.

In all seriousness, never needed to send the router back I got from Afrihost for free, when taking our a month to month MTN deal a few years ago ; if I recall, only restricting stipulation was to stay on it for minimum of 6 months, otherwise incur a R999 charge in that time-frame, if cancel.

It's why I tend to stick with either of them, though I've never got more than a simcard from Axxess to worry about router returns as part of a deal.

Or just buy my own LTE router and get a prepaid SIM.

For fibre, I'd be willing to accept a free router from Afrihost (which they offer) and maybe a few others, but never Supersonic, Web Africa and MWeb, simply from reading the negative comments to do with those three.

 

[Avbob se stoep]

Haven't had issues with Afrihost or Axxess - no need to send the Telkom or MTN SIM back after cancellation, lol.

In all seriousness, never needed to send the router back I got from Afrihost for free, when taking our a month to month MTN deal a few years ago ; if I recall, only restricting stipulation was to stay on it for minimum of 6 months, otherwise incur a R999 charge in that time-frame, if cancel.

It's why I tend to stick with either of them, though I've never got more than a simcard from Axxess to worry about router returns as part of a deal.

Or just buy my own LTE router and get a prepaid SIM.

For fibre, I'd be willing to accept a free router from Afrihost (which they offer) and maybe a few others, but never Supersonic, Web Africa and MWeb, simply from reading the negative comments to do with those three.

That 6 months minimum for the router sounds familiar.... but there's no way for me to prove it though?

 

[Speedster]

That 6 months minimum for the router sounds familiar.... but there's no way for me to prove it though?

Try looking for the T&C on the way back machine?

 

[BCR]

That 6 months minimum for the router sounds familiar.... but there's no way for me to prove it though?

In my case I was able to double-check directly with @AfriNatic here on the forum, so didn't need to go to the lengths you seem to need to, unfortunately.

But it might have been stated on Afrihost's website, though don't recall to that extent.

 

[Avbob se stoep]

Try looking for the T&C on the way back machine?

You are a saviour, had no idea even what the way back machine was.

Fcking bastards, gotcha.


I knew I wasn't crazy. That I brain like this needs to rot one day is a shame.

I feel like this is some serious illegal stuff that they actually try to do this. But I'm not going to go through all the admin of taking this further.

 

[BuckRogers]

that router is only worth 50 bucks by now

 

[Mista_Mobsta]

I have been sent from pillar to post by Supersonic regarding the return of their router. I was on their 2021 black Friday special and received a free to use router. Contract states at the end of the contract, the router should be returned to SS. Fine - I cancel in Nov 2022 and communicate to SS that I will pay the R250 for the courier and have done so when I cancelled my contract. Courier never contacted myself or SS - SS even called and said the router I 'returned' isn't the same one that was sent out with my contract. I laugh as their router is still in the box in my cupboard ready for pickup!

TL;DR, I contacted SS 3 times since to ensure the courier comes out and SS assured me they will get it sorted with their courier service. I get a Stop Order of R2.5k against my bank account this morning from Supersonic and needless to say, I am fokken kwaai!

Currently on hold (20mins in) to their accounts DEPT as their Whatsapp line is beyond kak...

 

[Avbob se stoep]

I have been sent from pillar to post by Supersonic regarding the return of their router. I was on their 2021 black Friday special and received a free to use router. Contract states at the end of the contract, the router should be returned to SS. Fine - I cancel in Nov 2022 and communicate to SS that I will pay the R250 for the courier and have done so when I cancelled my contract. Courier never contacted myself or SS - SS even called and said the router I 'returned' isn't the same one that was sent out with my contract. I laugh as their router is still in the box in my cupboard ready for pickup!

TL;DR, I contacted SS 3 times since to ensure the courier comes out and SS assured me they will get it sorted with their courier service. I get a Stop Order of R2.5k against my bank account this morning from Supersonic and needless to say, I am fokken kwaai!

Currently on hold (20mins in) to their accounts DEPT as their Whatsapp line is beyond kak...

You know its funny, because I contacted them through their whatsapp line to ask for my router password (which I luckily figured out that I can reset the router and use the admin info on the back) it was one week after they stopped my service and they told me that they can not help me because I am not a client of theirs anymore, and that the transport company will contact me regarding the return of my router. When I said that I am not giving it back they closed the chat. Luckily I know that their admin is trash so nobody ever contacted me again from their side, I probably fell through the massive cracks in their flawed system.

 

[Mista_Mobsta]

You know its funny, because I contacted them through their whatsapp line to ask for my router password (which I luckily figured out that I can reset the router and use the admin info on the back) it was one week after they stopped my service and they told me that they can not help me because I am not a client of theirs anymore, and that the transport company will contact me regarding the return of my router. When I said that I am not giving it back they closed the chat. Luckily I know that their admin is trash so nobody ever contacted me again from their side, I probably fell through the massive cracks in their flawed system.

Finally managed to speak to someone in their accounts dept. They confirmed the last attempt to return the router in May 2023 was unsuccessful and therefore my account was debited by R2500. Told her it's very funny as there is NO mention of the amount to be debited from my account regarding a new router + no communication from SS since the last one in May 2023. What strikes me as very funny is the fact that they have the power to just take money from your account without any repercussions whatsoever, even after numerous attempts from my side to sort this out!

Lady was very helpful in the sense that she confirmed if I returned the router myself to their offices, then the charges would be refunded to my account.

In a nutshell, SS really farked this one up as the onus is on them to arrange the courier as per the R250 + conversations we have had over the past couple of months!

 

[lkpat]

So I canceled my fibre with supersonic after bearing with them for over 2 year. Now I can't remember the exact terms and conditions anymore regarding my sign up back then, but I have it in my head that the router came as part of the deal for free with no take backs. I remember the techie installing my setup said I can have the router, but that's probably not his call to make.

Today I received an email stating that I can drop off the router at their pickup point or pay R250 for them to pick it up.

Can't I just tell them that I don't have it anymore? or will they be able to see that I am still using it? Like I imagine their admin must have been so k@k back then, as it probably still is, that there is no way that they know which router they gave me.

Thoughts on what to do?

You can tell them you don't have it anymore but please don't come back to complain about them billing you for it.

 

[lkpat]

Their terms and conditions must have changed from back then. Im 90% sure it was included in the clawback period. Because if I go on like our first email it gives you an generic link to their term and conditions web page, which changed drastically from when I first accessed it back then. Our company IT guy also said his ISP suddenly wanted their router back after 3 years even though he also remembers it being included in the clawback fees. But I guess I have no foot to stand on now.

Two years ago they required you to return the router. It hasn't changed. It was the same 3 years ago when I accidentally became their client.

 

[Avbob se stoep]

Two years ago they required you to return the router. It hasn't changed. It was the same 3 years ago when I accidentally became their client.

It was not the same 2 years ago.