Supanet Reviews 449

As a former customer that had, & paid in full a 2yr contract, all completed 3yrs ago. Supanet now claim that I owe £35 for a cease fee. They initially claimed I owed £65, saying the other £30 was a final invoice!. It's a contract, therefore it's a fixed term & a fixed price. But they think it's fine to chase people up 3yrs later. Having rejected their demand, they act like they are helping me by dispensing with the £30 final invoice, but insist I owe a cease fee.
The note below indicates Supanet did contact me the same day as my review. Ultimately, someone called Duranni said this bill would be cancelled if I removed my comment. I said that I would only consider removing my comment providing I received an email to confirm this charge is scrapped. Duranni agreed to this, & so I've been waiting for his email. It's now mid March & no email or further contact has taken place. It's bad enough that Supanet create bills from nothing, but they don't even follow through with resolving problems. This entire experience has been a total waste of time & effort!.

Supanet have a few review posts on here so make sure to check all as they are trying to hide how many bad reviews they have.

In my experience they are an extremely unprofessional company, their customer service systems are extremely outdated making it hard to reach anyone easily or for staff member to be able to help you easily.

I am 5 months into trying to get a final bill receipt. The company lied telling me they were still providing internet after switch to new provider even with their cable and router taken away - threatened with bailiffs I had to pay many more months after my contact ended with them- only when I supplied an exit code from my new provider they admitted they were in the wrong and will refund those months. Still awaiting refund.

I am now using an ombudsman service as I seem to be not getting anywhere - especially now they are trying to charge me for historic routers that apparently were not received back.

Have been with Supanet for26 years been OK not anything great, changed to full fiber then the problems started worked OK for a few days then packed up, line fault so I was told, then was told they had sent the wrong router, now we wait for the new one, that worked for aa few days to , then was told why did they send the square router should be the other type that came first, so we wait again, that one again worked for a while in 3 months they had taken £189 from my bank for a service quoted @ £34 per month In the first 4/5 weeks I was without internet for more than half the time, I complaind about the charge and got a refund if they ever get around to paying it, they are quick to take your money but oh so slow to refund, I WAS OUT OF CONTRACT BEFOR I WENT TO FULL FIBER I AM SORRY I EVER RENEWED MY CONTRACT WITH THEM ,
My addvice go to another I S P stay well clear of this lot

Phoned what l thought was a BT's contact number and got through to some woman who advised Supranet,signed up but never felt easy about it and cancelled within 48 hours only to be told l had to pay £50 because l had agreed to a priority connection,got an email saying l had a balance of £25 to pay but lo and behold l checked my bank today and these disgusting scam merchants had taken £75 out of my account

A week without internet after being a new customer 6 hours on the phone and another 3.5 hours on the web chat, then Open Reach found a fault and asked for compensation for the time spent trying to rectify things, and no service for a week total received £1.84 an absolute joke and an insult!!
now I have to upgrade to fibre at an extra cost and still have to wait another three weeks to get connected. they are not at all helpful
sign up, and they won't connect you until the 14 days of cooling off have lapsed, so there is no way of escaping this terrible service.......I'm still waiting

Faulty router - they won't replace. Avoid like the plague, worst customer support ever received.

Fast customer support via their live chat, and informed me of the situation fast. Professional service.

Prompt response, resolved my problem

Very patient with me and tried hard to resolve my problem.

The response from Freya was quick and accurate. It was good to be treated with kindness and a willingness to resolve the query.

I was answered by Freya and she quickly informed me that the tech team are aware of my problem and are working to clear it

Very polite and prompt service given. Went as far as possible with the problem, gave articulate and reasonable answer.

I hate "live chat" as a rule but this was Ok. It was a little slow to respond at first but once acknowledged the assistance was relevant and quick.

The agent was very courteous and helpful and the Live-Chat response was very prompt

The efficient way my query was carried out by Mia. It was a chat query and I was so surprised at the speed I was put into the system, considering it was a Sunday. The problem was quickly and politely resolved.