I was with Supanet for many years, initially through dial up and then broadband. When I moved house 2 years ago they completely cocked up the account move. They said I had to cancel the account and reactivate at the new address. Only thing was, they activated the old dial up account and email address and cancelled the broadband completely. I was without internet for over 6 weeks and spent over 4 hours in total on the phone to them trying to sort out the mess. They did offer me the dial up account back as a temporary move, but having dial up was difficult at my new address initially. I was supposed to get the 8mb package with free evening & weekend calls for £11.99/month, but after a while (actually it was nearly a year!) I noticed I wasn't getting the call package, even though i was paying an extra £2 a month for the service. I rang them and they apologised (didn't refund me though) connected it but then emailed to say they were upping the price to £17.99 per month! I rang back to ask for a cheaper package and they said nope, so I went elsewhere. When I asked for my MAC code they were awkward, slow and gave me a whole load of bull, and asked why I was moving providers. When I said it was mainly because of price, but also customer service they said they could have done me a cheaper deal (oh now you say!) - too late by then, I had already signed up elsewhere.

They then sent me a letter to say return their modem within 10 days or pay £10 for it. (I had been away for a week so by the time I saw the letter I think I only just snuck in by the skin of my teeth with that!)

They tried to charge me for calls three weeks after I had moved providers and I eventually managed to get the account sorted, but they really do not know their backides from their elbows.

Their accounts department are terrible, and their overseas call centre sucks. They don't seem to have the right information available and although their technical knowledge is good, facts regarding accounts are sadly lacking.

I had a few problems with supanet, have had them down for an overpriced waste of time for a long time now, when I cancelled my contract they tried to say that I been issued with a new one a few months previous when they instigated some sort of an upgrade which I had a row over as they wanted to charge me more when I hadn't aked for it. They wanted £119 pounds for the remainder of the contract, I told them to prove that I had accepted a new contract and I sent them £22 for one month in lieu of notice. I wrote a scathing letter to him and to their office and I haven't heard anymore . Anybody wanting a copy of the letter and or the Directors company address email me at XXX and I will provide the information, anybody a bit nervous about sticking them out, just hang in there and carry it through. Regards Chris Bee

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I feel for you darcher. You shouldn't have paid though.

Unfortunately, I to have had the same problem. When I initially signed up with them, I had no correspondence or anything confirming my account with them. Eventually, I received the router and had so many problems trying to set it up. I work in IT and have never encountered any such problems. When I tried to contact them, I could not get through on their tech support line (which also charged 50p per minute), so I emailed them instead. It took them days to get back to me and when they did, they made out it was a problem at my end and that I needed to follow the instructions on the disc, which I did. I then decided to consult a close friend who is an IT expert with many years experience, he told me that the most probably cause was that they had not set my account up at their end, so it would be impossible to have any sort of connection.

I tried constantly to contact them and would either get a disconnected tone on the phone or have to sit on hold waiting to speak to an adviser. I was getting fed up of listening to the same 'Your call will be answered shortly, please hold the line'. I did manage to get through once or twice, but was either passed around to other departments, cut off (INFURIATING) or get put through to the same adviser. I was also spoken to very rudely, which angered me even more because I promised myself I would be courtious and pollite and it wasn't there fault, their advisers are very unhelpful. I was just told over and over again to do the same thing. After this, I decided to send the router back to them with a letter explaining how fed up I was and how I wanted to discontinue my account. By this time, I had already paid for two months service and had not managed to get an internet connection once. I also sent a letter in explaining all of the problems, how I had been unable to contact them and also how I would like a refund. I never heard anything for a month.

Eventually, I received a letter from them stating that if I wanted to cancel I would have to pay a £60 disconnectio fee and a fee of £39.99 to break the 12 month contract. In the mean time, I noticed that they were continuing to take the monthly payments from my bank account, so decided to cancel my direct debit. A few days later, they got in touch with me stating that I would now have to pay the full £99.99.

I refused to pay it, which resulted in threatening debt collection letters and final demand notices. I too threatened legal advice, but it didn't seem to bother them. I also contacted them via telephone again and demanded to speak to a manager, who was also rude, unsympathetic. After arguing my point to her for 30 minutes and her not listening and just telling me that I would have to pay the fee because of the terms and conditions, I decided that I was not going to get anywhere. I realised that they don't even listen to the customers properly or even read the letters that I sent to them, because they never seemed to comment on what I had written. About a month later, I received a letter from a collection company, and because I am such a wimp, decided to pay the money.

They are bullies, arrogant, completely unhelpful and totally stubborn. They will not accept that they are a poor service, and I find it unbelieveable how they are allowed to go on doing this to people. Overall, I paid £160 for absolutely nothing! They are crooks!!

When I paid the money, I looked up some other ISP's and found a better one. When I started my account with them, I was informed that a line tag from a previous ISP was still on the line. To cut a long story short, I was forced to contact OFCOM because supanet would not remove it. Weeks later down the line, I am now with my new ISP, and have no problems whatsoever. I have even decided to contact OFCOM about supanet and they are looking in to it. I urge anyone who has experienced such problems, to do the same.

I am a single parent and have just moved home which has cost me a fortune. My contract with Supanet has just come to an end so I called them to cancel so I could move to a better supplier.

They were so rude on the phone and complete bullies. They said I would have to pay 39:99 to disconnect because it had been in the contract and I had been enjoying cheep phone calls!!! They wrote to me at my old address asking fo this money and also for me to return the so called "free" modem and wires or have to pay them a further £20 pounds.

I had told them on the phone that i was moving but they did not ask for my new contact details. I feel like ignoring th e letter completley as it is so obviously a scam. But also I am worried about debt collecters turning up at my new place. What shoul dI do

I haven't heard from them for a while. They've stopped sending threatening letters now. Guess they couldn't afford for their crappy service and even worse business practices to be under the spotlight.

Stay away at all costs... and stand firm if they are demanding money.

I'm so glad I got out.

I have always found Supanet poor. Recently I got Windows Vista and had to upgrade, they said they would send me a free modem if I renewed my contract. This took a month, I had to ring them three times, and when it arrived it didn't work, I kept getting thrown out after a few minutes and the red light was continously on. I was told that as I had been able to install it I had to pay £1 a minute calling their technical helpline which I think is in India. I spent £10 on a phone call to be told that the modem was probably faulty but that they couldn't replace it. I phoned another Supanet number but was told I had to pay £20 for a new one, so I sent the whole lot back saying it was no good and that I wanted to cancel everything. Now I have received a bill for about £100 for cancellation etc which I am not going to pay, they can take me to court. Now I'm with Talktalk who are 100% better - service, speed etc. Supanet will eventually rip their customers off.

Regards Rosiesa

Peachee, glad you got there in the end. Never be afraid to confront these people up front. It's amazing how easy it is fir them to hide until someone prints their name, much easier to address a omplaint to an individual.

To the forum, again, my aopolgies for printing the addresses originally.

Well done. Pleased it worked out for you in the end.

I told them I'd quite happily see them in court. Haven't heard a peep since.

Stand firm people!!

And to the believers...

If they were a good company... then why is their name mentioned in so many sentances along with the words COURT & CASE?

... and why are we all leaving?

They are poor and shabby.

Supanet = Supacrap

Hi, it's me again. I won. It didn't even get to Court. I ignored all their demands for money, refused to return "my" router to them and invited them to fight it out in front of a Judge. Guess what...they withdrew all their threats and used the excuse that it had all been a mistake. No apologies thought. (How pathetic).

This awful low rated company has caused me great stress and if I never hear from them again, it won't be enough. Once the dust has settled I am considering making a request for compensation for all this and it helps that I now know the Managing Director's names now (thanks RollandButter).

To anyone who still battles...stay strong, refuse to let them bully you. If we all report them to the appropriate authorities, something surely will be done.

To anyone who feels Supanet is great, well I can only say a fews words in response...wait and see!

I have found strength from this forum to beat them...thank you.

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Have a look how everyone else rates them..... It doesn't look good for Supanet.

http://kitz.co.uk/isp/ISP_rating.php

http://www.thinkbroadband.com/isp/compare.html?isp_25=1&isp_60=1&commit=Compare

http://www.dslzoneuk.net/isp_details.php?isp=18

http://bbs.adslguide.org.uk/foruminfo.php?Cat=&Board=supanet

http://www.moneysupermarket.com/community/forums/t/nothing-but-praise-for-supanet-26278.aspx

Boy, seems like I kick started a thread a lot of people care deeply about...

And I quote:

"There's always one isn't there!"

Well i didn't mean to stir up such a horents nest. But just to defend myself (though I'm surprised I feel the need to do so) let me explain my situation...

As I said, I moved house and was offline in an area I didn't know. Supanet had a cracking deal so I went for it.

Everything got installed in under a week, including activating my phone line and they didn't ask for much cash up front. Oh and I got all my equipment, which worked fine.And all the paper work came through a treat, letting me know what i was in store for long before my get out clause was expired.

That was 3 months ago and it's only now I've really got settled enough to bother investigating my other options. But it is purely out of curisity. My internet has always been effective, never crashing more than 3 times a week and even then it's only for 60 seconds or so. And my gaming expierance has been sweet.

Overal everything has seemed better than my previous expierances in the last five years with the likes of Virgin (bunch of c****) and BT. And while I may not know my skl vp-thingy numbers I do know that on my 8mg connection (same as I had with Virgin) I have never been able to download faster, that my wi-fi is seemless and that my expierance thus far has been swell.

I admit, I do live under half a mile from the exchange but that's the joy of bringing in a decent wage and I also admit that I don't spend more than 20hrs a week on my connection but my three flatmates who are all hooked up to the same wifi are having a ball to.

So again, sorry if i have got you gents into a latin discussion, but I'm glad as many of you guys are for Supanet as against them I believe I have said my peace, for now and will start up a fresh thread, with a more apt title.

Oh and guys? Do we really need to hassle people at their home addresses? After all I presume that's what just got posted.