Supersonic Fibre Cancellation Fee

[Fuzzyfuzz7]

I have had the most horrifying experience with Supersonic. I applied for Fibre with Supersonic in May 2024. The router was delivered in 2 or 3 days. Then came the difficult part. Contacting Supersonic to get me connected. They do not answer their whatsapp line and the telephone line just keeps on ringing. By the end of July I was frustrated. 2 months of trying to get a hold of this company to set up. At the end of July I cancelled the order and returned the router to Supersonic. I then went to WebAfrica whose service is excellent but they had an issue with Supersonic closing the line that they had opened up. I was without Fibre from Mid May to Mid September. That is 4 months during which I spent copius amounts on data. Today, I received a message that I still owe Supersonic a cancellation fee of R 899 but my question is why a cancellation fee when I was not even connected? Do I have to pay this fee? Can I contact the Ombudsman for this matter as the company was not answering their lines of communication to give me actual service.
Do not trust this company!!! Their service is pathetic and now they want to squeeze more money out of a person. Amazingly these emails of Supersonic only work when they need to send you bills!

 

[Techfluent]

I have had the most horrifying experience with Supersonic. I applied for Fibre with Supersonic in May 2024. The router was delivered in 2 or 3 days. Then came the difficult part. Contacting Supersonic to get me connected. They do not answer their whatsapp line and the telephone line just keeps on ringing. By the end of July I was frustrated. 2 months of trying to get a hold of this company to set up. At the end of July I cancelled the order and returned the router to Supersonic. I then went to WebAfrica whose service is excellent but they had an issue with Supersonic closing the line that they had opened up. I was without Fibre from Mid May to Mid September. That is 4 months during which I spent copius amounts on data. Today, I received a message that I still owe Supersonic a cancellation fee of R 899 but my question is why a cancellation fee when I was not even connected? Do I have to pay this fee? Can I contact the Ombudsman for this matter as the company was not answering their lines of communication to give me actual service.
Do not trust this company!!! Their service is pathetic and now they want to squeeze more money out of a person. Amazingly these emails of Supersonic only work when they need to send you bills!

Another Supersonic billing dispute @cavedog

 

[LandyMan]

Oh this company is just ssoo special ... @Jan I ask again, why not expose this company for the bunch of c0ck s@#$cking scum they are?

 

[Jan]

Today, I received a message that I still owe Supersonic a cancellation fee of R 899

To confirm: Did you receive the message from Supersonic or Webafrica?

I know Webafrica has a standard cancellation fee nowadays, so just want to rule out crossed wires.

Oh this company is just ssoo special ... @Jan I ask again, why not expose this company for the bunch of c0ck s@#$cking scum they are?

Thanks for the tag. I'll go and find the other thread with user complaints to see if there's something we can compile into one picture to ask them about.

 

[Fuzzyfuzz7]

Cancellation fee from Supersonic

 

[ViciousClone]

Same thing happened to me, they'll charge you for the courier service as well to collect the router

So I've ended up paying R899, and now an additional R133

This was after I had constant packet loss, throughput was perfect, but online gaming, or teams calls, were quite horrendous. After asking MTN/Supersonic to investigate, they simply didn't have an answer, just advice what I should try to improve my experience.

 

[Apogee]

To confirm: Did you receive the message from Supersonic or Webafrica?

I know Webafrica has a standard cancellation fee nowadays, so just want to rule out crossed wires.


Thanks for the tag. I'll go and find the other thread with user complaints to see if there's something we can compile into one picture to ask them about.

There is definitely something brewing at Supersonic.

https://mybroadband.co.za/forum/thr...ing-to-analytico-report.1302544/post-33392656

 

[Jan]

Hey folks. Here's the feedback I got from Supersonic. Let me know if you don't get joy at the escalations line.

Supersonic is not experiencing a backlog of cancellations, nor have they seen an increase in the volumes of cancellation queries or requests which remain at moderate levels.

We are committed to supporting our customers and encourage our customers to utilize our official customer service support channels for any inquiries or concerns they may have. Customers can reach us via email at [email protected] or call our dedicated support team at 0861 787 377. Our customer support staff are always available and ready to assist with any needs. Customers are also advised to login via the website and raise a support ticket to the relevant department.

It should be noted that in an effort to better serve our customers, Supersonic has been re-designing and streamlining its operations for improved efficiencies.

 

[Dimpie (JIGSAW)]

Copy /paste response

 

[LandyMan]

Hey folks. Here's the feedback I got from Supersonic. Let me know if you don't get joy at the escalations line.

That is such a BS response from them. No-one attends to anything or answer any calls. What a joke

 

[kabir]

not fibre related (Fixed LTE) but I can agree, their support and customer service is horrendous.
They just close tickets without resolution. They make rain support look good.

I'm currently on a call with them, took around 40mins on hold for them to answer and i get the same feedback from the callcentre. To be honest the call centre staff seem like they are trying but their hands are tied.

Average wait time for calls being answered is 25mins and basically get the same story (why the service isnt working\inactive)

PS: trying to activate a new line since friday.

 

[Went_For_Beer]

And yet MyBB punted these Mofo's so much a year or 2 ago.

 

[Mzezman]

And yet MyBB punted these Mofo's so much a year or 2 ago.

Its not outside the realm of possibility that a year or so ago they were decent.... and now they are not

 

[PaulGherkin]

 

[LandyMan]

Its not outside the realm of possibility that a year or so ago they were decent.... and now they are not

Nope, unfortunately Supersonic has been useless for most of their existence ... their FIBRE and Fibre ISP businesses in any case.
Been dealing with their incompetence for well over 10 years

 

[Jan]

Yeah, the old "Smart Village" network does not have a good reputation.

However, I switched to Supersonic as my ISP last year (I like to test such things myself every so often), and so far so good...

 

[Went_For_Beer]

Yeah, the old "Smart Village" network does not have a good reputation.

However, I switched to Supersonic as my ISP last year (I like to test such things myself every so often), and so far so good...

Try and cancel your service and report back to us

 

[Jan]

Try and cancel your service and report back to us

I'm still in the 12-month window, so there will be a cancellation fee.

 

[chrisc]

My neighbour had a similar experience. But hers was LTE. I just sent the router back and they signed for it. About 22 months later she got an invoice for the router

She sent them the proof of delivery. The response was that the person who signed for the parcel no longer worked there

She still receives statements showing R1999 is owing

 

[Jan]

My neighbour had a similar experience. But hers was LTE. I just sent the router back and they signed for it. About 22 months later she got an invoice for the router

She sent them the proof of delivery. The response was that the person who signed for the parcel no longer worked there

She still receives statements showing R1999 is owing

Can you send me the dates for this? When was it ordered, when did you send back the router, when did the invoice arrive?

Also which router, if you still have that info.