I would advise everyone to think very carefully before using Supanet.

Not only is their service extremely poor.  I was unable to connect to the internet for up to a week every month but when you cancel the contract they become all peevish and insist you return the "free" modem at your own expense or pay £30 for the piece of tat.  They also disconnected me two weeks early and are refusing to give me a refund.

I've told them to take me to court. I'd rather put them through the hassle of the small claims court with the possibility of losing and having to pay an extra £30 in costs than give in to their peevishness.

Has anyone else had any disputes with Supanet?  It could help me when it goes to the small claims. 

 

 

 

 

Hi Piscesmoonchild

I'm afraid I've not heard of any Supanet problems although I did hear they were trying to charge users to get their MAC code which of course is illegal - anyone else had any problems with them?

Cheers

Jason

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

I agree totally.........STAY AWAY.   I had a broaband account with Supanet for approx 15 months (12 month min contract)

I decided to change to a cheaper package with Supanet, for a short term, with the intention of changing to Orange when I changed my mobile contract to include free broadband. I called up Supanet SPECIFICALLY asked if their was a minimum term. I was told there wasn't so continued with the change. Subsequently when I cancelled the contract (after failing to obtain a MAC code after numerous attempts) I was sent a "final reminder" months later, for payment of the balance of the 12 month contract.

I have disputed the payment for several months without getting any response to why I was told there was no minimum term. I just get further letters increasing the charges for late payment. I have also been sent further correspondance which is totally irrelevant to my case. I have asked Supanet to check their recorded calls to prove my claim but they haven't acknowledged this request. I have now been passed to a debt collection agency , who are now about to take me to court.

I have never dealt with, in business or personal dealings, such an incompetent oganisation.

Good luck, let me know how you get on.

Thanks for your reply, I certainly will let you know how I get on.  If they put their energies into Customer Care instead of conning customers, they might keep more business.

I would have left months ago had it not been for the minimum contract period, I am now with madasafish for ADSL and telephone and they are great.

It is quite a luxury after being on Supanet for 12 months, to have a constant broadband connection, the piece of tat modem supplied by Supanet had software with it which wasn't even compatible with Windows XP!!!!

Good luck to you too, hope you win, let me know how you get on. 

 

 

 

I have today received a seven day notice to pay a disconnection fee to Supanet. They say this is because I have not waited 24 months since my last upgrade.

I haven't had an upgrade for over two years, but they are threatening to send debt collectors.

When I wanted to switch to sky, I emailed Supanet to ask when I could end the contract without incurring any extra payments above the 30 days notice period.

Their reply stated a date. I waited for the date to pass, yet they asked for this £39-99 after

they had accepted my termination and sent my Migration Code. I had trouble with them over their phone package too. I was offered this by phone and was persuaded to take the offer up. Then I thought I had been tricked into it and wrote to cancell within the 10 days cooling off period.(actually it was day after!) but they told me they had already switched the line, so I had to stay with them for the phone for 12 months. I have never known such bullying and asked for legal advice and was told not to pay, but I think they will only send debt collectors etc., so I will send a cheque. I have emailed all on my contacts list telling them not to sigh up to Supanet.

Whatever you do don't send a cheque just write to them and ask for a signed copy of your contract. They threatened me with debt collectors but they never sent the debt to the debt collectors cos they didn't have a leg to stand on. They are just trying to frighten you, don't give in to it.

Thank you very much for your reply. I shall try to hold my nerve and not send the cheque.

Many thanks again

My pleasure, they are bullies and crooks and I was determined that they wouldn't win and they didn't lol

I will if I may enter this discussion with my experiences of Supanet.

I recently ended four years of appallingly bad broadband service. That process was in itself an ordeal as on their website they have a dedicated phone number for cancelling your contact. You won’t be surprised to know that on ringing this number (and I did this on numerous occasions) no one answered. I eventually contacted someone by ringing a number for new customers and bullying my way to obtaining a MAC code.

I now find they want me to return not only the crappy modem (which was quickly consigned to the bin) but the cables, filters, setup disc and original packing. The penalty for not doing this is a charge of £30 which they say they will deduct from my account. Quite how they will do this when the account is closed and the Direct Debit canceled, I am not sure.

This is clearly a scam as they don’t expect anyone to have the hardware and want to obtain an easy £30 from everyone.

My initial reaction Is to ignore it and wait for threatening letter but there are a few issues that I feel inclined to make a stand on here.

My first question would be the legality of the asking for the return of an article that I feel sure was advertised as being ‘free’. Their current T&C’s (effective from 2005) do state that the modem remains the property of Supanet but my contract predates that (if I could find it).

Secondly I felt aggrieved at my situation but having read some of the other contributors I think I have got off lightly. Isn’t there some watchdog/ombudsman you can write to where you report rand question dubious practices?

Anyhow I feel better having got that off my chest and it would be interested if anyone else has called their bluff. Did they send in the heavy guys?

Les W

I asked for a signed copy of the contract agreeing to those t & c's which they did not have because it was done over the internet.

They sent a letter about 6 months ago from a debt collection agency I just sent copies of all my correspondence and told them to take me to County Court, I have since heard nothing.

My advice is not to pay, they are just trying to bully people, if you stand firm they will back down.

Les W,

My last letter to Supanet stated again that I was sent an email by them stating when I could stop using and not incur any further costs. Their reply told me a date, which I stuck to, then they wanted £39-99 disconnection fee.

Their reply was that I must pay up. I have let a member of my family, who is a lawyer, look at all my letters etc., and he is sure supanet will not go to the cost of taking me to court. They have already threatened debt collectors.

I ignored the last letter (over a month now) and have not heard anything.

I have no intention of paying any heavy guys!

My husband says even if they take me to court I could always pay the £39-99 five minutes before so I don't run up any costs. I think I would rather put them through the trouble. Will let you know how it goes.

hilaire