felix.smit
Member
- Joined
- Sep 13, 2016
- Messages
- 23
- Reaction score
- 8
So I had the misfortune of dealing with Supersonic.
I made the big mistake of making Supersonic my fibre ISP, since I was fairly happy with them when I had uncapped fixed-LTE with them.
Combined with poor network quality from Vumatel, there wasn't a month going by without having to deal with the poor support from Supersonic.
So, not properly reading the T's & C's before having the installation done (i.e. 24-month clawback instead of the usual 6-12 months), I went ahead and had fibre installed. Forward 12 months later when the house was sold, I now had to cancel my fibre.
Knowing full-well I will be paying a clawback fee, I at least want some form of an idea of how much it will be, but no-one is able to tell me until I actually cancel the line.
Surprise, suprise, even once cancelled no-one is able to tell me what the clawback fee would be...
So firstly there was the fight about what a calendar month notice actually is, because their T's & C's don't explicitly detail that. So I get billed for months that I shouldn't be.
After numerous back-and-forth emails, calls & Whatsapps, with absolutely no joy, I decide to contact ISPA for a mediation.
What a breath of fresh air! Courteous and timeous responses. And patient.
With a clawback fee eventually forthcoming, I received a clawback amount that's significantly more than what I did a rough estimate of what it should be. So, naturally I decline the mediation and request that Supersonic provide a breakdown. I was willing to pay the amount if my calculation was incorrect, but I wanted to know exactly how they calculated the amount.
ISPA obliged and requested a breakdown - lo and behold, they billed me for the router return fee, AFTER I explicitly said that I will return the router myself. To add insult to injury, they then billed me a return fee for the fixed-LTE router, that I returned in Sept 2022!!!
After a lot of back-and-forth again, eventually I was billed the correct amount for the clawback fee and all open tickets against my account were closed.
So it took FOUR months to get Supersonic to do their job. And that is with ISPA's involvement for one month!
So I can highly recommend using ISPA if you're having troubles with your ISP!!
I made the big mistake of making Supersonic my fibre ISP, since I was fairly happy with them when I had uncapped fixed-LTE with them.
Combined with poor network quality from Vumatel, there wasn't a month going by without having to deal with the poor support from Supersonic.
So, not properly reading the T's & C's before having the installation done (i.e. 24-month clawback instead of the usual 6-12 months), I went ahead and had fibre installed. Forward 12 months later when the house was sold, I now had to cancel my fibre.
Knowing full-well I will be paying a clawback fee, I at least want some form of an idea of how much it will be, but no-one is able to tell me until I actually cancel the line.
Surprise, suprise, even once cancelled no-one is able to tell me what the clawback fee would be...
So firstly there was the fight about what a calendar month notice actually is, because their T's & C's don't explicitly detail that. So I get billed for months that I shouldn't be.
After numerous back-and-forth emails, calls & Whatsapps, with absolutely no joy, I decide to contact ISPA for a mediation.
What a breath of fresh air! Courteous and timeous responses. And patient.
With a clawback fee eventually forthcoming, I received a clawback amount that's significantly more than what I did a rough estimate of what it should be. So, naturally I decline the mediation and request that Supersonic provide a breakdown. I was willing to pay the amount if my calculation was incorrect, but I wanted to know exactly how they calculated the amount.
ISPA obliged and requested a breakdown - lo and behold, they billed me for the router return fee, AFTER I explicitly said that I will return the router myself. To add insult to injury, they then billed me a return fee for the fixed-LTE router, that I returned in Sept 2022!!!
After a lot of back-and-forth again, eventually I was billed the correct amount for the clawback fee and all open tickets against my account were closed.
So it took FOUR months to get Supersonic to do their job. And that is with ISPA's involvement for one month!
So I can highly recommend using ISPA if you're having troubles with your ISP!!