Just for the record, I confirm this is happening right now (not five years ago)!

Last week I received another debt notice from Supanet giving me 48 hours notice of debt recovery despite the fact the last letter I received from them several weeks ago stated they had put a cheque in the post for me and removed all fees (bizarre or what?). I replied to the letter and copied Otelo.

Supanet then sent me a cheque and said the problem was due to yet another system error.

Otelo have since given their decision on my case. They have awarded me around £80 in compensation and Supanet have removed all the £170 charges from my account. For the very first time I have also received an apology from Supanet.

It is only when you need to contact Supanet that you experience so many problems. Two years ago, Supanet dropped their charges from £14.99 to £11.99 for dial-up. As I had been with them for more than two years, I presumed they would alter my charges automatically but they did not so I called to request the reduced rate. The next month they charged me double the fees with no reduction, the month after I was given the reduction but also charged the other fee as well with no reimbursement. It took five months, eleven phone calls and 5 emails to solve that minor problem. Last year their charges had been reduced for their dial-up to £9.99. There was no way I wanted to go through the same problem again so I lived with paying the extra £2 per month. Then last year Supanet phoned me and offered an upgrade to Broadband for £9.99 per month. Supanet charged me for both Dial-up and Broadband the first month with no reimbursement despite the fact I had no service at all for most of that month.They sent a duff CD and Modem. When you call their free number for assistance they tell you to call their premium nuimber. You do because you are desperate to get online. Phone calls of over £70 got me nowhere and recked my computer! In total Supanet cost me over £350. They sent replacement hardware to a wrong address (system error). In the main the people I spoke with or wrote to at Supanet were rude and/or unhelpful. Supanet persistently bullied me for payment of undue cancellation fees even though they were totally in the wrong and had broken their contract on several counts. I was never offered any courtesy or respect.

Thank-you Otelo for sorting them out. I assure you I will stay very far away from Supanet.