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38 Reviews
  • £1 per minute helpline number
  • It's bad...and it's getting worse!
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    38 Reviews
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      07.03.2013 14:20

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      Seriously avoid Supanet!

      I've just switched to BT and getting double the speeds than what Supanet gave me...I kid you not! So, on that fact alone, Supanet will deliver slow speeds compared to BT, despite Supanet support adamantly stating for years there would be no difference in speed if I changed providers. ALSO, DON'T AGREE TO ANY OFFERS SUPANET WILL THROW YOUR WAY EITHER......THIS ONLY GIVES THEM THE OPPORTUNITY TO GET YOU SIGNED UP TO ANOTHER LONG TERM CONTRACT EACH AND EVERY TIME AND YOU'LL BE STUCK WITH THEM FOR YEARS.....SO AVOID ALL OFFERS OR DEALS! It's an absolute no brainer to avoid Supanet and it's taken me a few years (due to a contract) in recently realising they can't deliver the speeds and how utterly poor they were when I was with them. WARNING UPDATE - Since cancelling and cancelling my direct debit to them via my bank, we've received 5 to 6 blank calls in a week with 1 call they hung up, traced back to Supanet. Nasty stuff!

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      30.10.2012 21:36

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      is it me ..am i the only one that thinks supanet must have gone crazy this new web mail is by far the worst e/mail set up i have ever seen....paul

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      14.07.2012 16:03

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      I have been using Supanet webmail email not broadband or dialup, for some years now and have paid £10 per year for the privilage of the @supanet.com address. Had problems a few months ago with my account being accessed by some hacker and had loads of bother getting my password changed, had to phone up, speak to a technician and tell them what I wanted my password to be reset to, so someone elso knows my password!! Noticed the other day that they had restyled their webmail, had some difficulty accessing my mail at first, but now I can access my mail but have no contacts in my addresses folder. Anyone else had this problem? I have emailed them, but dont know when they'll get back to me.

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      17.10.2011 15:32

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      Good, worth trying for 1st time users

      Supanet Broadband Review - Easy to setup, pretty cheap and friendly support staff !
      I have just recently got the confidence to try the internet and a family friend who works at supanet suggested i should try them as their service is cheap and easy to setup and no technical knowledge is needed. After about 20 minutes and plugging a few wires in I was ready to start my first internet search (looking for an old war buddy for an reuinon). I contacted their support service and actually found my grandson who talked me through how to search and look at various websites, he even advised me about not entering bank details if I was unsure about a site,
      It has been running great for the past few days and I am not a heavy user so I happy with the supanet internet and would recommend to other first time time users, and I only live a few miles away so I appreciate the local friendly nature of there staff.

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      26.07.2011 11:42
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      don't waste ya time & money.

      My family & I have several addresses with them, and put up with their little peccadillos over the years.
      The system constantly crashes - leaving us high & dry.
      Sometimes the system just throws a wobbly & you have to get someone to 're-set' your account before you can use it.
      They won't reply to email requests for help,,,, or if they do, they take days rather than hours to get back to you.
      Nowadays though, they have even stopped their Support email address & if you must contact 'em, you HAVE to call them via Profit sharing numbers.
      Over the course of yesterday & today, I have now been holding on for 4.5 hours - NO REPLY ! They obviously make more money doing this than supplying a bone fide service.

      As soon as I get my stored items from the hub, I'm finally off.
      The company is crap,,,, the service is worse.

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        21.05.2011 14:17

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        I put off changing my ISP for years because of the hastle Supanet give you when you try to leave. We decided to do it recently, but when I called for my MAC code, they refused to give it and tried to persuade me to take on a new contract. They told me I would have to cancel before I could receive my MAC, I did this and called them 1 week later when I hadn't received it, only to be told I hadn't cancelled. After providing them with the evidence that I had cancelled, they changed their tact and put a cease on my broadband line, this meant there was a period with no broad band connection before my new ISP was set up and indeed no need for a MAC.Do not give these Cowboys your money.

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        06.08.2010 20:50

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        Avoid like the plague. Nasty little irritant that refuses to go away.

        I was using Supanet in the days of dial up but had ceased using them for anything other than email. My wife also used my email address for her contacts. When I could not access my email I contacted them & was told by a very helpful chap that as I must have clearly migrated elsewhere for internet provision there would be a £10 charge levied for access. He followed this up with advice that I would undoubtedly be only using it to filter desired mail to my new address which is what other people were doing.
        At no point did he suggest that this was a rolling contract & when my staff member paid by credit card she even asked if they would keep the number on file. His reply was an emphatic "What for?"
        I did as was advised & directed some NHS agencies to my new address within the first couple of months. I periodically checked for the next 2-3 months then stopped completely.
        The year was up in Jan 2010 & a bill for £10 arrives. My wife calls & says some mistake surely. No we have to cancel in writing 14 or 28 days prior. This is not what we were sold on the phone! I have refused to pay & referred them to the transcript of the call & after several letters to & fro, they did not record the call! I have asked for the name of their Complaints Officer & been given the name of their Debt Recovery Agent. Mis-information, ignorance & rudeness is what they have been peddling for this long. I was given the name of the Debt Collectors that my case would be referred to if I did not pay within 7 days. Inspite of me sending an email & letter, neither of which were properly acknowledged, they have not referred the matter on, instead I now owe them £30.
        Their bully boy tactics are quite shameful & any sense of customer service is an illusion. Incredibly, the agent appointed to set up our Company's web site had suggested using Supanet!
        I wonder if anyone has actually been taken to court by these rogues & if any of you clever folk who know a thing or two about the legal system can offer your thoughts & opinions?

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        04.08.2010 22:20

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        Bordering on criminal is the only way I can describe this cowboy firm. I was supplied with an adsl modem that had no drivers for vista although it had been out for a year, speeds are always slow but in the evening are actually slower than dial-up and don't even bother to use their £1 a minute support line unless you are fluent in urdu not that it will do you any good as the dipsticks that run it know less about computers than the average 5 year old. I am not exagerating, just search the net for reviews about this company and you will find that the majority of customers of their's want to leave. They are at least consistant, they have been bad for years....

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        14.07.2010 12:37

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        Avoid Supanet. These reviews might be old - but their service is still terrible. Technical team who don't know what thery're doing (and sound like they're reading a script from a page!)Speed never reached over 0.5Mb, and I was always told it was BT's fault.I have decided to move ISP - cheaper & faster.I have already rang their "customer service" team 3 times, and been given 3 different dates when I will be able to cancel without paying their £40 disconnection fee.Their "customer service advisor" was rude and snottery, which made even angrier.Spend your hard earned cash elsewhere! Supanet? More like Poopanet!

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        02.07.2008 11:10
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        these are absolutley conmen at work dont go with them

        supanet no supa-sh**e
        i was with supanet for 6 years paying 25 a month,i thought it was great had no problems,
        the problem came when i came to ask for my mac code ha ha1!
        i asked for it,got a snotty reply and told no!
        i then informed ofcom who looked into it on my behalf and phoned them and low and behold the next day i went to log on and guess wat they cut me off! when i finaly got through on the phone they told me it was a problem with my computer,(rubbish)
        so at my expense i got a computer expert in and he checked over my system and told me it was not my computer,
        so for over a month i had no internet, after endless calls @ a £1 minute they finaly relented and sent me my mac code, and told me that it would take 30 days to free the line , so another month with no computer,they told me because it was a fault at there end there would be no charges made to me, LIARS after 2 more weeks i get final demands for the modem back or pay up the 30 pound, so i sent it back via recorded delivery ,1 week later i get another demand for the 30 modem so i phoned them again and told them that i had proof as they had to sign for it,and yes they agreed,2 weeks later i get demands for 99.99 for a disconnection fee,which i was told i it wouldnt cost anything to disconnect as it was there problem!! phoned them again! and was told that because i was under contract i had to pay, but the joke here was i had not been under contract for 2 years as no one ever phoned to renew it"!! so i get demands from bailiffs to pay up or the will come and take my stuff,like id let them in !! so all in all it went from 99.99 up to 120 so my husband payed it (fool) and then it still werent the end of it we got another final demand this time it had gone up to 140, so i phoned them again and was told they had not recieved any payment, i phoned the bank only to be told it was taken out on the 25 june 08,i phoned again only to be yold that the payment had gone through, what a lack of communication between them all, overall steer well clear of supanet thay have BAD customer services,BAD isp providers and couldnt give a sh*t about any of there customers at all, all they are intrested in is ripping people off!!!!!! i was a very disgruntled customer, im now with plus net. com and under no contract at all the speeds are fantastic as is the customer services ,and english,, and all for 14.99 a month!!!!!!!

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        05.08.2007 19:48
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        Look for something else

        WRONGLY NAMED.
        I have used supanet since it came out. It didn't take long for me to seek another ISP. As I have some far reaching contacts out there I couldn't just stop it,,,, so it sits there as a 'stand-by' !
        I am so surprised that it is still a shambles after all this time,,,,, but even more so at the lack of customer service. Every time that Supanet drops out,,,, they just leave you hanging. I've never seen a progress report or status on the state of play that some other ISP's put out.
        It also takes up to 4 days to get a reply to technical questions (if you get a reply at all). If you lose connection, you need help fast,,,, not after 3 or 4 days. If you need to follow it up,,, that's another 3/4 days.
        I wouldn't use them or recommend them to anyone.

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          23.03.2007 19:27
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          Get out while you can

          wait until your contract is up and you have to migrate to another ISP. Oh you are in for a fun time. After finding out that the 12 months was up I then found that I had to give a months notice...in writing!!!! And don't forget...pay yet another month's fee. Then when it did finish I tried to obtain a migration number from Supanet to give to AOL so a transfer on the line could easily take place. Would they give me a number? Would they heck. Then I had to wait ...oooohhh about 3 weeks for the line 'to become free'???? before AOL could do anything...several phone calls to BT and AOL later and finally the line became free...which then mean't that AOL could send me the broadband kit out to me ...it wasn't AOL's fault or BT...just Supanet being awkward. BUT wait for it there's more...so finally 4 to 5 weeks later I could log back on. Supanet then sends me a demand for the kit back (you remember I was on broadband with Supanet's modem kit) or pay £30. So after a couple of weeks of deliberating I phoned them up to ask was it in the small print...apparently it was although by this time that had been discarded 12 months back. I send the kit off...and lo and behold I then receive a second demand threatening to get hold of a debt collection agency and that thye would add £20 if I didn't send the kit. I ring them...I tell them that I sent the kit off...not remembering whether I had proof of posting or not...apparently they hadn't received the modem etc...oh and it was up to me to pay up or prove that I'd sent the modem!! One snotty call later I found I'd actually got proof of posting...thank God...so I sent a copy of proof of posting...a week and a bit later (today) I receive (at my former address which they still haven't changed...and could just be the source of all my problems!!!) another letter threatening me with the debt collection agency, adding £20 to the £30 charge and if I don't pay it they will also add another 15% for collection services. So what do I do here...remonstrate that I have sent proof of posting!!! They won't believe me whatever I say...looks like I'll end up in court if they never get my post...so now I'll have to call them again and talk to the guy who doesn't believe anyone!!! Wait for the next instalment...so you think you've had problems...wait for it.....

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            26.01.2007 11:54

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            Customer services that bat you from one number to another, with dead end lines

            I've been with Supanet for approx 20 months and up until the last couple of days have found their service to be ok. However, I've just bought an Apple Mac and have just tried to connect it and have failed. I've tried to contact their tech services, initially having to call their premium rate £1 a minute call line only to be told they do not support Macs. They gave me another number, which I tried, but was kept on a line twice for 20 minutes a time. I tried several other numbers and failed to get any help. I decided to cancel the service and move supplier, this took me 3 attempts to connect to the right service and then they charged me £50 to get a MAC code for the transfer. Not happy with them.

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            21.01.2007 16:16

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            OK, but por technical support, very strange problem

            I've been using Supanet for nany years, originally dial-up, then broadband. I must say I've rarely had problems - but when I have, technical support is pretty poor. Recently, inexplicably I had problems sending (not receiving) emails, more and more often, their smtp server would not respond. When I sent a message to them, they didn't seem to understand the problem. I checked using Telnet that it was not responding, and checked a lot of others which were. On an impulse I changed the server address to mail.supanet.com (from the published smtp.supanet.com) and amazingly it all works again. Quite bewildering, but I'm happy again. So overall Supanet generally works fine, but noone there seems to know what is going on.

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            09.11.2006 17:12
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            Is Supanet the best value for money after three and a half years?

            I'm interested in the reviews of Supanet because I also had it foisted on me 3.5 yrs ago when I purchased a Time computer. I agree that the support is expensive and almost non-existent but what I really object to is the way the monthly cost has crept up so stealthily! Be warned, you won't keep your cheap deal for long! My monthly bill now comes to nearly £30 (all but 1p)! Can't help wondering if there's something better I could go for but the prospect of changing seems daunting from what I've read. What have other people experienced when trying to change Broadband providers?

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