“ Please write about the type of tariff you currently have with Telecommunications service provider SupaNet. „
I have been a Supanet customer for about three years. Recently I bought a new laptop and needed to upgrade to Wifi. I was charged £20 for the Wifi box and asked if my monthly charges would increase. I was told by the agent that they would definately not change.
Today my bill arrived with a new charge for "internet security" of £3.18. I rang the billing centre and spoke to a very unhelpful woman who kept referring to "procedures". She removed the item from my account but would not refund the charge saying I should have read the small print. I explained that I had a verbal contract and she replied that I would have to write in for a refund. All this for £3.18!!
I feel that this is a very dishonest marketing tactic so I did write. I also contacted Consumer Direct and was advised to head my letter with "Breach of Contract" since the terms of my verbal agreement have not been met. This falls under the "Law of Contract"
My general view of the quality of service is not great. I pay a basic £13.99 per month. Connectivity problems mean that I regularly lose the results of games I have played. I thought that this would improve with the upgrade but it hasn't.
The email account is useless because you have to delete all messages before you hit 20MB otherwise you cannot receive or send messages.
I have been using Supanet for about 3 or 4 years now and we have had some problems over that time but that is expected with any Internet Service Provider (ISP). I think it has got alot better over time.
When we first signed up we had no problem connecting to their service and all was well but we did find it very slow although it did speed up after the first week or so and i just thought we must have joined during some major issues and all was sorted out. For the next few months we did have a problem where our internet was just randomly cutting off every so often (usually more then once every hour) so we were having to keep connecting again to the internet which did get annoying especially if you were downloading something and it would cut out a few seconds from the end of the the download.
Another problem we were having is sometimes we were trying to connect to the internet and it wouldn't connect and we would just get an error message as that was trying to verify the username and password and usually it would take about 10 or 15 minutes to wait then it would connect us again.
Over the last year i can really think of any issues that ha happened apart from a little bit of slowness at times in the evening and late afternoons but other then that it all going fine at the moment.
I have heard alot of bad things and i haven't actually had to deal with technical support or anything but from a users point of view there are alot of worse ISP's out there then Supanet and i now people who have have alot worse trouble with Sky and Virgin Media. I think Supanet is improving and on the way up.
I bought a new pc just over a year ago, it was one of Tesco's special offers, the only draw back for me was it came all ready to use with its own ISP (interner service provider) Supanet. Until this point I had never heard of Supanet & the thought of using something other than my faithful Freeserve filled me with dread. Try as we might we couldn't get rid of Supanet, so it seemed I was stuck with it. I have to say I was very pleasantly suprised. The dial up was very quick, I could connect 9/10 & the monthly fee was only £13.49 for anytime use, unmetered.
As an internet junkie my pc gets switched on first thing in the morning & switched off at bedtime. I have been constantly getting digs from my family & friends at not being able to phone me when they want to as I'm always engaged so I decided to look at the Supanet homepage www.supanet.com & see what broadband packages they had on offer.
At the moment Supanet are offering five different packages -
£17.99 a month (including VAT) with your first month £7.99, will get you up to 2Mb speed & up to 3GB bandwidth allowance.
£19.99 a month (including VAT) with your first month £9.99, will get you up to 2Mb speed & up to 10GB bandwidth allowance.
£24.99 a month (including VAT) with your first month £12.99, will get you up to 2Mb speed & up to 15GB bandwidth allowance.
£29.99 a month (including VAT) with your first month £14.99, will get you up to 2Mb speed & up to 20GB bandwidth allowance.
£44.99 a month (including VAT) will get you up to 2Mb speed & no bandwidth limits, free modem & connection.
I chose the first option £17.99 a month which came with free set up & modem. With Supanet broadband you get free e-mail & webspace, free anti-spam. It's up to 40 times faster than dial up, you can use your phone & stay connected to the internet & it's easy to install. You can have up to five e-mail addresses which I have found really good as there are 4 people who use my pc.
**SWITCHING TO SUPANET BROADBAND**
As I was already with Supanet changing to broadband was a breeze. I logged onto their homepage & clicked on the broadband options. You can also sign up over the phone by contacting their sales assistants on 0800 915 8188.
First they ask you to choose one of the five package options, then you need to enter your details & lastly register & confirm your choice. This took me about 10 minutes. I was then sent confirmation e-mails & details on how to check my broadband connection status.
Two days later my free modem arrived through the door. The box contained 1 USB digital modem, 1 USB cable, 1 telephone cable, 2 telephone filters, 1 modem set up cd & 1 user manual & help dvd. I was informed that my connection would be set up & ready to use within 16 working days & I must wait for an activation e-mail before attempting to set up. I could log onto Supanet at anytime to check how the process was going.
16 working days later I still hadn't recieved my activation e-mail so I phoned the helpline, I spoke with a very helpful man who informed me that it was ready to use I just had to tell them that I was ready to change (theres me thinking it was the other way around).
**SETTING UP THE MODEM**
I was dreading this bit as I'm not very technically minded, so I asked my dad to come over & set it up. The set up was so easy, even I could've done it myself. You get a modem set up cd which is really an idiots guide. It is presented by a very dishy young man who talks you through the set up step by step. As I have just the one telephone socket it was even easier. The set up took 10 minutes & then we were ready to go. First you need to install the modem softwear, then connect your pc to the modem & finally configure your modem to connect to the internet. A piece of cake (says me who sat & watched my dad set it all up!).
**MY EXPERIENCE SO FAR**
Two weeks have passed since I changed from dial up to broadband & I am extremely happy with it. No teething problems as yet. The speed is amazing, I don't know how I didn't manage before. I have even been able to finish a Ciao survey which meant watching a film clip, I could never do this with dial up as it was so slow. I would reccommend Supanet Broadband to anyone thinking of making the change. My dad was rather amazed to see that for my £17.99 a month I get a much better deal with faster speed than he does with Tiscali, in all honesty he was slightly miffed to think I had a better deal than him.
Broadband customer services 0800 138 0454 (free calls)
Broadband set-up helpline 0845 122 0032 (local rate calls)
Broadband technical support 0906 201 0090 (£1.00 a minute calls)
Thankyou fro reading.
i know what you mean i have 3 servers in my house and the line keeps droping but when i rang them up they ALWAYS pass the problem over to ether you camputer makers or to ring a defrent number. Some times when i rang them i could not under stand them ether becuse the line was crap or that they didnt speek good english! And some days the server was down which lost me money like i sead from the servers. AND! They have the cheek not to tell you about the bandwidth and charge you for it if you go over it! Over all realy they dont know what there unabout! i sead to my mum if you win the lotrey Can i have £2 millon to start my own internet pervider i rang them today and sead i wanted to cancel and now i have to right to them, when i first got it took them 2 WEEKS! to get me 20x fast internet up! Remember if you see a internet pervider with the name Ricky or Richard Howard on the top of a site and it got some thing to do with internet go with it i will NOT ripe you off unlike them :P So if you are planing to go with them DONT! they will ripe you off. if you are with them and are you going to ring them if they start to pee you off just say i wont to talk to the person incharge and you can get anything out of them :D if you what to talk to me add me to msn email@example.com i will be on most of the time unless supanet servers are down :P
I have had nothing but trouble since I stated with Supanet. I run a busy quizroom and we have a 24/7 quiz bot so it is important to me to have continous connection as every time I disconnect it takes me 10 minutes to get the bot back in the room and working again. Supanet break their promise as they disconnect me between 5 - 7 times a day and their speed is a joke, much worse than my wanadoo dial up. I have complained to both technical department & customer services many times but they have been unable to fix my problem and seemed to know even less than me. No response to any of emails or letters which I have sent by recorded delivery. I wrote to them saying that as they are in breach of their agreement any contract between us is now void and said that I would be cancelling my direct debit which was due in July to which I recieved no reply. I phoned accounts & billings today and spoke to an Andrew Smith who was very rude and would not cancel my agreement so my line would be clear. He wanted a fee of me for clearing the line. Now I have no service and I am unable to get a new broadband server, he left me waiting on the phone for over 10 minutes while he looked for a supervisor before I decided I could wait no longer. I phoned later and he said that the supervisor said that he could have the last word. I asked to speak to this supervisor but he said there was a 2 hour wait and one would call me tomorrow (am) They still believe they are in the right even after I have saught legal advice and I have been told that they have broken their contract. If nothing is sorted tomorrow I will be taking them to court. KEEP WELL AWAY FROM SUPANET & THEIR COWBOYS!
It seems that I have recently been plagued by really bad service providers recently and I seem to spend most of my time complaining about them or to them. Supanet is no exception. Either that or my expectations are too high!
I originally had a 512k connection with BT Broadband. However, the cost for this was £27.99 per month. After browsing the internet, I came across a Supanet advert which advertised 1mb Broadband connection for just £22.99 per month. The sound of this apprealed immensely to me - a faster connection for less - it was a bargain!
I cliked on the ad which redirected me to Supanets web page. I was simply given an option to sign up for Unlimited 1MB Broadband for £22.99 per month. Now, they give 4 Internet options - Pay as You go Internet, Metered Internet from £1.99 per month Unmentered Internet from £9.99 per month and Broadband from £14.99 per month. Their Broadband now vary from £14.99 to £44.99, with the highest having no bandwidth limits.
It seems that I got a good deal to sign up when I did, which was October 2004. My Broadband is £22.99 per month and is unmetered and has no bandwidth limits - they must have changed their plans shortly after I joined.
Their sign up process was simple. I already had BT Broadband so my line was already provisioned. They simply needed my name, address, payment details (of course!) and a PAC code from BT. This meant that in the middle of the sign up process I had to then contact BT Broadband contact centre (0800 800 150) for this information. The process with BT was fairly straightforward. I explained I wanted the code to transfer my Broadband from BT to Supanet and after being asked why I wanted to transfer (cheaper price with Supanet for a faster connection) they provided me with the code. BT advised me that my Broadband with them would be disabled only half an hour before the Supanet broadband came into effect. I then entered this code on the signup page with Supanet.
Once the sign up with Supanet was completed, I immediately received an email to advise me of my username (which I had chosen when signing up) and my password. This meant that I could immediately use Supanet webmail and was able to track the status of my broadband order. At this point, it was telling me that the cancellation was with BT and that I could expect my Broadband to be up and running by 14th November. I was happy with this and continued to use my BT Broadband connection.
The 14th of November arrived and I was no longer able to access my BT Broadband. I had expected this, but being an Internet addict, I decided to ring Supanet to ensure my connection with them would be up and running soon. Their contact details are available on their web page www.supanet.com. At the bottom of the home page, go to 'Contact us' and then 'Contact numbers for existing Supanet customers'. At that point I rang 0800 138 0454 which is Customer Support. They advised that the Broadband was ready and provided me with my Broadband user name, to set up my connection. This didn't work and I was presented with an error message saying my Username and/or password was not registered.
The Customer services agent decided they could help me no more and asked me to call the Broadband set up help line (0845 122 0032). I went through the same procedure with them. They said my line had been provisioned and was ready for Broadband so could not understand why I couldn't log on. They then asked me to contact Broadband Technical Support (0906 558 0231). However, I was opposed to doing this as they charge £1 per minute on this number (also stated on their website). However, I was told that they were the only people who could help me and so I had to call them.
I hurriedly spoke to Technical Support who provided me with a different reason as to why I could not access Broadband. BT had not completed their provisioning of my Broadband line and until they did, I would not be able to connect to Supanet. I was told to contact BT.
I was getting a little impatient by now and cold cold turkey from not having access to my internet. I again spoke to BT Broadband who said that they HAD done everything they should have done, it was now up to Supanet to complete the set up on my line.
Again, I had to ring Supanet. I told them what BT had said and was then kept on hold for around 5 minutes. They came back and said their had been some confusion but my Broadband with them would be ready to connect in 5 days. I expressed my concern at this. After all, I was told it would be ready by the 14th November. I asked for my concerns to be investigated and was told that a manager would get back to me in due course. I then had to prepare myself for 5 days of no internet at home. Thank god for the internet at work!
The 5 days arrived and I awoke at 6am in the monring and raced to my PC. I entered my sign in details on the connection and pressed ok.........and again the error message appeared telling me that my username and/or password was not registered on the network. I was a littl angry by now but had to wait until 9am to call Supanet as that is when their offices open.
I rang Customer services and explained what had happened, from thje beginning. realx, they told me - your connection will be active today. Give it an hour and you will be able to connect. I Relieved but a little apprehensive, i told them I hoped it would be. I couldn't check, though as I was at work. I had to wait until I got in at 5.30pm that night. I'm sure you can imagine my disappointment when I arrived home and still couldn't connect.
Again, I called them the next day and they told me the same thing. I didn't beleive them this time and wrote a letter of complaint expressing my disgust at their service. Thankfully, I got home that night and was able to connect. However, the connection was 512k, not 1mb which is what I signed up for.
Again, I called them and asked why my connection was only 512k. They said it would take a further 2 weeks for the line to be provisioned for 1mb - but I was being charged for 1mb rather than 512k for those 2 weeks which I felt was wrong.
keen to ensuer that all of my correspondence was recorded, I wrote another letter updating them and again expressing my concern. I asked for a reply within 5 days.
My Broadband eventually switched to 1mb after 2 weeks. However, I had still not received a reply or acknowledgement to my letters which I wanted. I rang Customer Services and explained about the letters. I was put through to a young man who quite rudely explained that all letters are sorted by importance and admitted that my letters werent considered as important and so he could not advise as to when I would receive a reply as there are many others to deal with - probably all complaints.
To date, I have still not received a reply to my letters. Overall, the connection is ok but sometimes freezes. My PC is fairly new and I have antivirus on it so I know it's definitely not my PC causing the problems.
The only good thing about Supanet, as opposed to my BT Broadband is that I can access my emails through outlook. BT only provided webmail unless you paid them £1.50 per month to be able to access your emails in Outlook.
I can't wait until my 12 month contract is up with Supanet!
Supanet Broadband Customer Services
0800 138 0454