A black hole is easier to escape than Supanet....

I had a similar issue with over-charging, which I raised (via email) with customer services who admitted it was an error and credited the overpayments to my next bill.

This prompted me to look around for another deal. I gave Supanet the opportunity to offer me a new deal. The Supanet agent was attentive and responded really quickly to request for information. After considering the options I still decided to leave, at which point it became very difficult to contact anyone... I was told I "could not be transferred to the cancellations team” and gave up on two occasions after being left on hold for c30 mins. I resorted to emailing notice, but this was ignored.

I finally bit the bullet one Monday morning and after a 40 minute wait on hold, got through and gave notice to cancel my service.

A few days later I received my mac code along with a demand for a cancellation fee of £39.99!

I have/had been a Supanet customer for over 4 yrs and not upgraded my account within the last 24 months, which in my mind took me outside their terms for a cancellation fee:

“14.1.1 Cancellation of your account within 24 months of your account activation date or most recent upgrade will incur a cancellation charge of £39.99. If cancellation occurs before the expiry of the Minimum Period you will also be liable to pay the Charges that would otherwise accrue during the remainder of the Minimum Period.”

I have emailed there legal team pointing this out and asking if they wished to pursue the monies or accept this is yet another billing error. Fingers crossed they see sense!

I wonder how long their reputation will survive these cowboy practices and transparent tactics to squeeze money out of customers? I will give them the benefit of the doubt and put the "billing errors" down to incompetence and not un-ethical working practices.

Steer clear – or at worst consider them with your eyes open!

It seems there is a pattern of supanet adding services and charges while there customers are completley unaware. My personal experience wasn't to bad for a year or 2 then all of a sudden i noticed my bills had risen from £22 a month (for a so called unlimited package which i later found out was capped at 30 meg) to in some cases £60 or £70.

I had been placed on a 15meg limit for a reason i can't fathom and also had various products such as anti virus added to my bill without my knowledge. from what i have read on the other reviews of supanet this happens far to often to be a "mistake" as i was told it was, there seems to be an awful lot of mistakes at supanet billing.

I complained to them and dealt with unhelpfull customer service staff who would not let me speak to a manager. they said they would put a request in for a manger to call me back within 48 hours which never happend and when i called again i found out no such request was made.

eventually they agreed to refund me, and gave me 3 different amounts that they owed me before finally coming to the actual amount of nearly £100 (in the begining they claimed they owed me £40)

i was then told a maximum of 10 days and i would have a cheque, its been almost 20 days and still no cheque. I called again today to be told its just waiting for the director to sign it off and that there refund policy is actually 21 days??? this was news to me. requested the transcripts and calls recordings from my previous dealings and they more or less refused to give me them.

needless to say its the worst service i have ever had from any company i have dealt with. please dont just take my word for it read the complaints from many other forums and go elswhere for your services. whatever you do do not use this company who will take money from you without you knowing.

I'd be really interested to hear of others with the same problems as me with this company, i for one am contacting trading standards