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

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

Hey, I've experienced problems recently from Supanet too. I am so angry with their bullish tactics that I'm willing to fight them all the way. On reading this forum, it gives me more strength to know I'm not the only one.

I joined last year believing I was entering a 1 yr contract. When I tried to cancel they told me I was in a 2 yr contract and tried to charge me £39.99. Since then, they have terminated my contract (despite me cancelling my requesting to terminate) and the idots have tried to get me to return a router which belongs to me! Not only that they have so far refused a MAC and refused the Managing Director's name as well as ringing me with nuisance calls (I know it was them because they told me they were "supanet"...fools!) I've reported them to BT, TPS, OFFCOM, Consumers Direct/Trading Standards and considering the Police for harassing phone calls!

This is a very long story and I won't bore you now, plus because I'm in the process of taking THEM to Court for breach of contract, I think it's best to tell the victorious story once it's over. But what I will say is that I have not paid a thing and not returned anything and so agree with the others, "don't pay guys".

Hi folks,

Re: stay away from Supanet.

I too have problems. After being a so-called valued customer for over 5 years (never missing a single monthly payment), Supanet rang me to upgrade my dial-up to Broadband. To cut a very long story short, I spent weeks without use of the Internet due to the incompetences of Supanet, faulty CD's, modems, etc... Supanet were willing to leave me with no service for well over a month despite me being charged both Dial-up & Broadband for the same month. After the initial phone call to sell something Supanet will not call you again, they expect you to call them and pay a premium rate to do so, when the free number to India does not sort your problem. Eventually I cancelled my Supanet contract completely. The actual experience cost me a fortune and I suffered from stress. Supanet Customer services were very poor. Letters received from Supanet included poor spellings, errors and omissions in serious information. To compound the problem Supanet then sent a whopping bill for the remainder of the contract even though I had never been able to use Broadband through no fault of my own. After consulting a lawyer, I was advised Supanet had breached their contract on a number of issues, the service was not up and running in the 30 days (distance selling regulations). I was charged a pro-rata fee on top of my usual monthly rate when the contract specifically stated this is not applicable for customers upgrading, etc... The lawyer also believed the contract was seriously mis-sold. After visiting the County Court for advice I was instead (in the first instance) directed to Otelo. I telephoned Otelo. They were very friendly and I was advised they could help me with my case. I sent a Final letter to The Departmental Head of Supanet and registered my complaint with Otelo. I understand If I am not fully satisfied with their verdict I may still elect to go to court to settle the case.

For my own situation my solicitor advised that (generally in law it is accepted) as the debt is disputed it should not be sent to a debt collector. The dispute should be resolved first, otherwise Supanet may be acting contrary to Section 40 of the Administration of Justice Act 1970 'in that they are intending to cause alarm and distress which can be reported to Trading Standards.

If you are having problems, follow the company complaints procedure keeping copies and logs of all calls, letters, etc... & contact Consumer Direct or Otelo for individual advice sooner rather than later.

Thanks Peachee for sharing your experience. Please let us know how you get on. Good Luck.

A quick update:

The same day I wrote the above, I received a letter from Supanet threatening the use of a debt collection agency, however, a few days later (having registered with Otelo), Supanet cancelled their £170 demand and offered me a £20 refund. I have left it with Otelo and gratefully await their decision on the matter. Not once has Supanet offered a simple apology.

It is really annoying that these people use 'bully boy' tactics and intimidate innocent people with fear into paying money that is not genuinely owed.

For my own personal circumstances, I mostly regret the amount of wasted time I have been forced to spend on this situation to justify my stance. My Father is suffering with Bowel cancer, a possible secondary tumor, chemotherapy and my mother has major heart troubles. I regret being forced to waste so much time worrying and focused on this horrible company instead of things that should matter most and never again will I get into a long contract or agree to anything over the telephone (a months contract with fast4.net is plenty good enough for me).

I am still having a terible time with Supanet. They have their debt collector involved even though I paid £39-99. As my solicitor is dealing with this I will not comment further until it's finished.

I don't use the words which would describe Supanet!

Anyone thinking of getting Broadband, don't use Supanet, PLEASE.

This has been going on over 6 months now.