Supersonic is the worst ISP in SA

[nivek]

There really isn't a positive thing anyone can say about this ISP

Their network is so f$!~ing unstable.. Every week there's a new issue, tonight its >50% packet loss.. Last week it was PPPOE being f*cked

I can't recall going more than 7 days without experiencing some sort of network outage with these guys

And now that their Vumatel pricing is way out when compared to Afrihost,

Anyway, this post is just a warning to anyone considering using SS, the network is ****, their tech support is a nightmare (you'll sit on hold for 45 mins), and they're expensive
Save yourself the pain

My cancellation is in, T-30 days to freedom

 

[HartsockZA]

Yip, insert popcorn meme here

 

[Crossing_Swords]

There really isn't a positive thing anyone can say about this ISP

Welcome to the club. Also, they are probably going to charge you for an extra month, so be prepared to fight them to get your money back. They billed me for June even though they weren't supposed to. Have been trying to get my money back for a month now.

 

[nivek]

Welcome to the club. Also, they are probably going to charge you for an extra month, so be prepared to fight them to get your money back. They billed me for June even though they weren't supposed to. Have been trying to get my money back for a month now.

Yea, I avoid debit orders like the plague for this reason
I pay Supersonic by EFT

 

[highvoltage]

Welcome to the club. Also, they are probably going to charge you for an extra month, so be prepared to fight them to get your money back. They billed me for June even though they weren't supposed to. Have been trying to get my money back for a month now.

I'm in that process now. Someone said I should file an ISPA ticket, which I did, but I have little hope for that since ISPA is there to represent the interests of ISPs. But yes I'd call them worst ISP ever but between them and years with Telkom in the past it's tough to say who makes it as the total worst, they're definitely up there.

 

[MaisonP]

I'm in that process now. Someone said I should file an ISPA ticket, which I did, but I have little hope for that since ISPA is there to represent the interests of ISPs. But yes I'd call them worst ISP ever but between them and years with Telkom in the past it's tough to say who makes it as the total worst, they're definitely up there.

I have already filed a complaint with the ISPA. I also told the ISPA the CEO is a useless SOB. Email the CEO directly here and tell him his useless

[email protected]

 

[kombi-man]

They're tied with Webafrica then.. absolutely rubbish!

 

[Ayatolla]

While I can agree that their aftersales is utter rubbish (I struggled for like 6 months just to sort out my billing), I've had little to no issues with their internet. I'm on Vumatel Ariel, Plumstead, Cape Town.

Edit: I wouldn't recommend them to anyone. I've actually advised people agaist using them.

 

[nivek]

F*** you supersonic, down again
Every night, 8PM their network falls over

You'd think with all the CCIEs that MTN undoubtedly employs they'd be able to sort this **** out

 

[nivek]

While I can agree that their aftersales is utter rubbish (I struggled for like 6 months just to sort out my billing), I've had little to no issues with their internet. I'm on Vumatel Ariel, Plumstead, Cape Town.

Edit: I wouldn't recommend them to anyone. I've actually advised people agaist using them.

I'm on Vumatel in Jhb, when I go down so do my neighbour's, so it's not specific to my line

 

[highvoltage]

They gave me an automated call tonight (yes, on a Friday night!?) and asked me to hold. At the beginning of the call I was #9 in the queue. I waited in the call for *2 hours* on a Friday night because I just wanted to get the issue resolved that *they caused*. Just before the 2 hour mark, I was #1 in the queue. At exactly the 2 hour mark, the call just dropped. I'm not sure if I should start taking this personally and if they're just purposely trying to taunt me.

 

[backstreetboy]

Rain: "Hold my beer..."

 

[nivek]

They gave me an automated call tonight (yes, on a Friday night!?) and asked me to hold. At the beginning of the call I was #9 in the queue. I waited in the call for *2 hours* on a Friday night because I just wanted to get the issue resolved that *they caused*. Just before the 2 hour mark, I was #1 in the queue. At exactly the 2 hour mark, the call just dropped. I'm not sure if I should start taking this personally and if they're just purposely trying to taunt me.

View attachment 1100067

Oh I hear you, had the same problem a couple of weeks ago with their contact center, took me about 90 minutes and multiple calls before I got through to an agent...

I also took the call back option, but after dropping the call I redialed the contact center so I effectively had two places in the queue.
The system is supposed to call you when you're #1 in the queue and put you straight through to an agent, when it called me back I was #17!

Anyway, their network is ****, their contact center software is ****, their contact center employees are probably overwhelmed, overloaded and clearly understaffed.. And their network engineers don't seem to have a clue how to fix their network because this has been going on for ages

 

[highvoltage]

I wish Vumatel would take some responsibility here because they should not allow such a disfunctional ISP on their infrastructure.

 

[nivek]

Rain: "Hold my beer..."

I think Rain has a lot more complexity in delivering their service though.
Fiber should be predictable and straight forward, and for that reason Supersonic get the useless c*nts of the year award

 

[nivek]

And down for the 3rd night in a row
7pm hits and their network just falls over

 

[nivek]

Annnd down again, 4 nights in a row now

 

[eddief1]

@nivek Care to post some traceroutes or does the service completely die?

 

[nivek]

@nivek Care to post some traceroutes or does the service completely die?

It depends, every night somewhere between 7PM and 8PM the service either completely dies or packet loss goes through the roof.
By 10PM it stabilizers. It's not just me but other people in my neighborhood on Supersonic are effected. Those on other ISP's such as Afrihost and Homeconnect are not.
This is 100% a Supersonic problem

20:40 - Right now PPPOE is completely down, I expect it to come back by 9PM, with very high packet loss
20:46 - PPPOE is back up

Traceroute to Google.com:
(The 96ms on the first hop has nothing to do with my LAN, the delay came from the DNS lookup)

(2021/07/04 20:44:46): Initializing pings to google.com
Tracing route ...
1 | 192.168.0.1 | 96 ms
2 | N/A | Request Timed Out
3 | 196.44.29.89 | 72 ms
4 | N/A | Request Timed Out
5 | 172.253.65.179 | 124 ms
6 | N/A | Request Timed Out
7 | jnb02s01-in-f14.1e100.net[216.58.223.142] | 26 ms
Now beginning pings




By 10PM it will stabilize

Its the same pattern, every night

 

[nivek]