Supanet sucks
Loading ...Supanet is the single worst thing I’ve ever had to put up with.
We’ve used Supanet as our ISP at home for about 8 or 9 years now, and it’s beyond a joke how they treat their loyal customers now. As I’m writing this, I’m getting about 45% packet loss, which means that I can barely read my e-mails, let alone visit any website that dares to have interactive content such as flash. So, I’m creating a list of all the times Supanet have messed us around, to the best I can recall, in hope that no one else will think of signing up with these cowboys.
2005
After upgrading to 1mbps broadband connection, Supanet change the username and password used to logon without so much as an e-mail, letter or phone call meaning that we’re left without broadband access for a few days. As it was the weekend, getting through to Customer Services was more than difficult.
2007
Upgraded to 8 Mbps ADSL, and once again they changed our username and password requiring another call to customer services to be led through all the tedious troubleshooting tasks to be finally told that our username was wrong. Nice of them to let us know.
Was later this year the real problems started to begin. The connection would slow to less than about 1KBps during the day and maybe peak at about 15KBps at night - just a little shy of the 8Mbps we’d been paying for. After a few days of this, I called technical support. Apparently this is part of their ‘bandwidth-shaping’ and it’s their idea of punishment for using over a certain amount of bandwidth in a month. That’s funny, didn’t think you could exceed “unlimited”. After a quick browse of some forums and a chat to people who had a similar problem, turns out unlimited roughly translates as 30GB/m. Was told I would have to wait until the other side of the weekend to see my usual connection back - didn’t know computers took the weekend off too! Apparently this is meant to be in their AUP (Acceptable Usage Policy), but I haven’t seen anything about it. In my books, looks like paying for a service I’m not receiving.
2008
Early this year pages started loading really slow and I was getting a huge ping to game servers which meant I couldn’t play online. The likes of YouTube and Skype would work, but very very slowly. A speed test from www.speedtest.net confirmed that my latency was extremely high - as high as 500ms at times. Again, after reading around I discovered that Supanet was in the process of switching around their infrastructure (from LLC to VC I believe) and anyone who hadn’t been switched over were experiencing horrendous latency or low speeds. I phoned up Supanet and told them what I had read, and they denied it and said that it’s not really a problem. Not satisfied with the answer, I phoned again and claimed that the person I spoke to earlier had informed me of this option - he was happy to push me through ahead of the proposed date. Result.
Three or four days ago my internet connection went down suddenly at about 4PM. It happens about once a week with Supanet, and usually comes back online within 5 or 10 minutes. It was 10am the next morning with no internet connection when I started to become really annoyed so I went to the nearest WiFi hotspot and checked the Supanet website. A big red dot indicated there were problems, and the details said that it was scheduled maintenance and could result in 24 hours of no internet connectivity. Thanks for letting us know Supanet. An e-mail in advance would be nice. Perhaps a letter or phone call to the users who would be affected, but we got nothing at all. It was 36 hours since it went down when we got connected again. Thanks Supanet.
Since the maintainence I’ve had to put up between 30 and 80 percent packet loss, and I’m not the only one to have this problem. Reading around reveals numerous other people who have a similar problem to be told by Supanet that it’s a problem with ADSL Max and it’s out of their control. Not very convincing, and not a coincidence this has been a problem since the maintenence I feel.
A few moments ago
Can’t access POP3, and their webmail has just gone down. YAY. What a joke.
I think It’s just about time to change to a decent provider, though I’m not looking forward to that. I’m glad that I’ve been a customer for over 2 years, otherwise I’d have to let go of £40 just to leave them. On top of that, if I can’t find the box for the Zoom ADSL Modem they sent me, I’ll have to find another £30. It’s probably only worth £5 at best. I hate you Supanet.
Filed under: Rants
supanet is ridiculus.. there service is like a scam. always avoid this ISP. hope they go bust soon.
i’m moving to be soon.
Reply to userofsupanetTell me about it. Ive had all the same problems, however I did have a small amount of joy for a few months when I sent a letter to the complaint department and CC’d it to as many managers and directors I could find. They moved me to a new server in Manchster which was fantastic for the brief period while they began the process of overloading it with as many people they possibly can.
That being said I believe the reason behind these horrific peak time download and ping rates are due to their traffic shaping system which apparently doesn’t exist despite being informed of it by one of their technical operators (not the people you speak to when you phone the customer service number which barely understand the English language, let alone the concept of what the internet is, what a ISP does or why they are even on the telephone).
To get hold of one of there so called experts I advise you phone during working hours and complain that your are experience line problems and complain to high heaven for the best part of 2 hours, eventually they will call you back and a Irish guy that sounds as if he has been given the most impossible job in the world will basically agree you have a s**t service and inform you that he can basically do nothing..
I have a copy of the complaint letter if anyone would like it might get you somewhere if you keep the same context.
Anyway I have a month left on my contract who will actually provide me a service where I can play games during peak times without lag for a good price?
Slatt
Reply to slattynanI feel your pain guys, i too having exact same problems as all of you are having, glad am not the only one, cause all that ive been told that its my problem and something isnt working with my side of things, what a ****ing joke.
signed up on 05 and had a godo 6months of great internet on there 1.1mb package.
came 06 i seen there was only upto 8mb packages going and at same price as 1.1mb i was on, so i went with that only then to have disconnects every few minutes .
went through all the troubling shooting issues with the monkeys in India and nothing every got sorted.
At last one day i managed to get talking to an english fella and between us both we decided to put me back on the 1.1mb connection as this was giving best results with no disconnects and ok pings.
Few months later i then fouond out that it was not the higher mb causing my disconnects but a cfg file called the adsl.cfg. All i had to do was chnage few values in that and all would have been well.
So back on the phone i went looking to get back on my 8mb package that i signed up for ,this was in 06 and from then till this very day i write this, am still waiting fro them to unlock me from the 1.1 speed.
Ive been sent on a wild goose chase every time with tech support ,claiming its my problem with the line or bt exchange is the problem. but nothing to do with them, even lo i sent endless amount of mails about the time i got a tech guy to lock my speed back down to 1.1 on the upto 8mb package,. but they just brush that aside and play dumb and they always ask for me to carry out a speed test over a 2 day period ,so that it will get me of there back for that time so they can deal with some other poor soul
overall, there a bunch of kunts ,am stuck with them til jan09 and cant wait til that day comes, cos al be not giving them no £40 get out fee and as far as giving my modem back, well they can take me to court for it , cos i wont give into this evil.
Am sure they will have one more dirty scam up there sleeve for when i go to ring them to cancel on the due date and they will prolly say something like your too late in ringing and that yoru contract has been extended another year, which would leave me no other option to pay the £40.
Ive just got that feeling they will try pull a fast one like that cause thats the kinda fckers they are.
good luck too everyone above, i hope you get out clean and good, and find and enjoy a better isp in the future.
a good isp to go with are in order of goodness
BT,Virgin Media, TalkTalk, Plusnet
Reply to grahamHi reading your post i too would like to leave SUPANET can you tell me the best time to phone to give cancellation i have 3 months left on contract ending Jan Regards Steve
Reply to steveReading this, due to the fact that I’m on Supanet and receiving about 10kbps atm. Yay! Cannot even access my Yahoo! Mail. Was just reading through the acceptable use policy, and couldn’t see anything about a 30gb/m limit. I’m gonna phone them up tomorrow (too late now), and complain about it, mention its not even in the AUP, and if they still don’t let me go, threaten them with court, as I’m totally in my right to do so.
Reply to CharlieCaught me out too. It’s not in the AUP, as you’d expect, it’s in the Terms and Conditions. Still, their definition of “Speed Limiter” is somewhat questionable. I think “Access Limiter” would be more appropriate.
I wish you the best of luck, would love to hear how you get on!
Reply to AlanI’ve been with Supanet for like 4 years and this month they decided to start capping me.
Guess what, Supanet have taken their last payment from me.
Let’s hope the credit crunch hits them hard and they loose business hand over fist. They deserve it.
I
Reply to Bboy DWell hi guys, i wrote about this in oct, and now its my time to cancel with them, heres the following letter.
Dear Mr **********
We are in receipt of your recent cancellation request in regards to termination of your supashit broadband account. We can confirm we have set your acc to terminate on 2* jan 2009
Mac code goes here
Expiry Date
Now this is the funny part . what a joke these people are.
Charges for cancellation of your broadband are as follows
Remainder of contract £0
Cancellation fee £39.99
Disconnectin fee £1
Current outstanding Amount £16.48
TOTAL TO CANCEL ACC : £57.47
Well i am going to pay them the £13.99 for my monthly fee and they can take me to court for the rest. They are the most annoying ,dirty, nasty people/isp i have ever came accross in my entire life. They are all for money and they dont care who they offend or walk over in doing so..
Just like all you guys ,i have been a loyal customer with them since 2005 and i have done and followed everything they have told me and even accepted there pish excuses, I understand maybe giving a company a chance to catch up with there problems and get them fixed ,but with this crowd, after you do that ,you just get hit with the problem even harder.
Atm i feel i am stuck in a hole,nowhere to look for help, while these Dirty evil people try take my money.
I rang them up to cancel and ,just as i expected. I was hit with a get out fee. Because i renewed my contract online. I now must pay a get out fee of said amount above.
My understanding of a get out fee. is if you take out a years contract and you decide you dont want it 3 months down the line, Then this is where the get out fee comes in. That i can understand. But after being with them 3 years and have paid every single monthly amount and put up with there poor side of things and didnt put a foot wrong. We still have to pay a get out fee???
and not only that, it also says at the bottom of the letter, that i have to return there zoom modem and filters LOL!!!! otherwise al have to pay another £10 for them
The £16.48 is another crazy amount, since when did my £13.99 monthly fee go upto £16.48? There adding on money here and there. and also Disconnection fee is £1. what the hell is that for???
So all in all ,if i want to get rid of these bastards for good without any bitching matches. i shall have to fork out a grand total of £57.47 + £10 to keep modem or return it, which is going to cost me aswell in postage. round it off to £60.
I have to pay them £60 to end it with them, after i have giving them my money over the 3years i have been there, a grand total of £504 £14 per month and yet now at the end of it all, i have to pay a further £60 to say goodbye?
I bought this package , it included a ”FREE” modem , but yet it isnt free at all.
Well that piece of shit packed up long ago, and i bought a new modem , see what they think of that.
Infact , all am paying today is my last months fee of £13.99 and after that they can do what ever the hell they like.
Overall, Ladies & Gentlemen
Get rid of this isp as soon as you can, if yous have so many months left with them, then get the hell out now, dont wait till teh end, do not pay them anymore money,
just get out as fast as you can. seek as much legal advice as possible, goto citizen advice bureau, even try Ofcom try everything, even write to Watchdog, they have a website, Lets all complain about these people.
Someday this company will fail and fail really badly. for me, i will never stop the fight against them., even when am with my new isp, al still be bad mouthing them in every web page i can find about related issues.
regards
Reply to graham