Good Day,
I have been with Supersonic for around 3 years. For almost all that time, I have had near-constant issues with their service.
When I joined them in 2020, I had been waiting for years for fibre connectivity to finally reach my area. Decades of Telkom nightmares had made me extremely excited and impatient to finally be rid of my copper cable connections and onto the promise of faster, more stable broadband connection. Fibre. I had been doing my research (or so I thought): I had spent hours on different websites, one of them being MyBroadband, reading almost every fibre article. Trying to ensure that the provider I went with was the best possible bang for buck, coupled with great service and an understanding of gamers wants and needs relating to their internet connection.
From reading countless articles on MyBroadband, it was clear to me that one of the top contenders was Supersonic. I had been with MTN for years, and there was so much talk around Calvin Collett - their at the time CEO - on MyBroadBand, that it seemed like a great choice for a new ISP to brave this new fibre enabled world of high-speed, stable internet. How wrong I was.
From the start, there were massive red flags. I had the 50/50 bundle, but I could barely watch twitch.tv streams at 360p. There was near-constant buffering. I had done everything to ensure a stable connection. I used the latest standard CAT cable from my router to my PC. I obviously made sure to isolate this connection as much as possible to ensure that nothing was leaching bandwidth in the background. After a multitude of testing, my heart started to sink - I was getting less than 10% speed internationally as advertised on their package. I attempted to be optimistic. Maybe this was new ISP connection jitters. They just have to tweak some things. Maybe it's just the speeds that need to be improved. I decided to spend countless hours on the phone to them, over emails. To my horror, they even had the nerve to say that international connection speeds weren't their responsibility. Eventually, they admitted they were at fault and assured me things would improve soon. They did not. They only got worse.
I play multiple games that connect to international servers. Often the packet loss and jitter made playing these games near impossible. I would see packet loss in the double digits, and my latency skyrocketed from the optimal 160ms or thereabouts, to near 1000ms. This was when no one else was at my residence and I had confirmed that there was no significant background usage of the connection. It was unbelievable.
I brought this to their attention. They brushed me off. I had no choice but to report them to the ISPA. Twice. I had mountains of evidence. From ping tests, to trace routes, to speed tests, to other empirical real-use application data. All of it was there. Eventually, after hours upon hours of infuriating work on this, they admitted they were in the wrong and assured me things would change. You get the story by now. They did not change.
Eventually, they agreed to let me cancel with them and not pay a clawback fee, but other things coming up in my personal life and a miraculous turn for the better on the connection made me hold off. After a couple of months, things turned incredibly sour again. High packet loss, low speeds, high latency. Poor customer service. Well, I say poor, but I mean none. I stopped gaming, I stopped caring. I didn't want to go through tens of hours of fighting again to allow me to change ISPs. They had successfully defeated my resolve.
Fast forward to this day, and moving ISPs would be a real mountain to climb for certain reasons on my side. I am no longer in the clawback period but certain things make it dreadful to think about going through that process. I still have high packet loss often when connecting to any international server, high jitter, and high latency. To top it all off, now my line regularly disconnects at a whim. I spoke to Vumatel, it isn't on their end.
One thing I can say that I did not expect and am incredibly disappointed in is that many, many users have reported issues such as mine. I'm far from unique in this instance. But the slience of MyBroadband journalism is deafening. I remember when they held ISPs accountable. The main reason I went for Supersonic was their fantastic reviews and coverage on this website. It really is a shame that no one will write articles on the many struggles users have been having with them.
Now the customer service is literally almost non-existent. You cannot get through to them. If you do, they put you "on hold" and never get back to you. Their whatsapp service is a joke.
I'm not sure if anyone is going to read this. But maybe, just maybe, it stops one person from going down the nightmare I've had with Supersonic.
I have been with Supersonic for around 3 years. For almost all that time, I have had near-constant issues with their service.
When I joined them in 2020, I had been waiting for years for fibre connectivity to finally reach my area. Decades of Telkom nightmares had made me extremely excited and impatient to finally be rid of my copper cable connections and onto the promise of faster, more stable broadband connection. Fibre. I had been doing my research (or so I thought): I had spent hours on different websites, one of them being MyBroadband, reading almost every fibre article. Trying to ensure that the provider I went with was the best possible bang for buck, coupled with great service and an understanding of gamers wants and needs relating to their internet connection.
From reading countless articles on MyBroadband, it was clear to me that one of the top contenders was Supersonic. I had been with MTN for years, and there was so much talk around Calvin Collett - their at the time CEO - on MyBroadBand, that it seemed like a great choice for a new ISP to brave this new fibre enabled world of high-speed, stable internet. How wrong I was.
From the start, there were massive red flags. I had the 50/50 bundle, but I could barely watch twitch.tv streams at 360p. There was near-constant buffering. I had done everything to ensure a stable connection. I used the latest standard CAT cable from my router to my PC. I obviously made sure to isolate this connection as much as possible to ensure that nothing was leaching bandwidth in the background. After a multitude of testing, my heart started to sink - I was getting less than 10% speed internationally as advertised on their package. I attempted to be optimistic. Maybe this was new ISP connection jitters. They just have to tweak some things. Maybe it's just the speeds that need to be improved. I decided to spend countless hours on the phone to them, over emails. To my horror, they even had the nerve to say that international connection speeds weren't their responsibility. Eventually, they admitted they were at fault and assured me things would improve soon. They did not. They only got worse.
I play multiple games that connect to international servers. Often the packet loss and jitter made playing these games near impossible. I would see packet loss in the double digits, and my latency skyrocketed from the optimal 160ms or thereabouts, to near 1000ms. This was when no one else was at my residence and I had confirmed that there was no significant background usage of the connection. It was unbelievable.
I brought this to their attention. They brushed me off. I had no choice but to report them to the ISPA. Twice. I had mountains of evidence. From ping tests, to trace routes, to speed tests, to other empirical real-use application data. All of it was there. Eventually, after hours upon hours of infuriating work on this, they admitted they were in the wrong and assured me things would change. You get the story by now. They did not change.
Eventually, they agreed to let me cancel with them and not pay a clawback fee, but other things coming up in my personal life and a miraculous turn for the better on the connection made me hold off. After a couple of months, things turned incredibly sour again. High packet loss, low speeds, high latency. Poor customer service. Well, I say poor, but I mean none. I stopped gaming, I stopped caring. I didn't want to go through tens of hours of fighting again to allow me to change ISPs. They had successfully defeated my resolve.
Fast forward to this day, and moving ISPs would be a real mountain to climb for certain reasons on my side. I am no longer in the clawback period but certain things make it dreadful to think about going through that process. I still have high packet loss often when connecting to any international server, high jitter, and high latency. To top it all off, now my line regularly disconnects at a whim. I spoke to Vumatel, it isn't on their end.
One thing I can say that I did not expect and am incredibly disappointed in is that many, many users have reported issues such as mine. I'm far from unique in this instance. But the slience of MyBroadband journalism is deafening. I remember when they held ISPs accountable. The main reason I went for Supersonic was their fantastic reviews and coverage on this website. It really is a shame that no one will write articles on the many struggles users have been having with them.
Now the customer service is literally almost non-existent. You cannot get through to them. If you do, they put you "on hold" and never get back to you. Their whatsapp service is a joke.
I'm not sure if anyone is going to read this. But maybe, just maybe, it stops one person from going down the nightmare I've had with Supersonic.
