Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Supersonic is described by customers as an internet provider where sign up is fast but everything afterwards breaks down. Recurring themes include extended outages with missed 72 hour turnaround commitments, debit orders continuing after cancellation, undisclosed clawback fees, and support channels that loop customers between agents, bots and tickets that close without resolution.
Top Strengths:
- ā¢Network Reliability & Connection Quality: Network Reliability and Connection Quality (0.9) is the least damaged theme. Some long standing customers recall years of stable fibre and note that lines usually perform well immediately after activation, before speeds degrade and outages stretch into weeks.
TrustIndex
1.5
Ā
NPS Score
-98
Recommended: Unlikely
Oct '25 - Sep '26
Frequently Asked Questions About Supersonic
What do customers say about Supersonic ?
Based on recent customer reviews, Supersonic is described by customers as an internet provider where sign up is fast but everything afterwards breaks down. Recurring themes include extended outages with missed 72 hour turnaround commitments, debit orders continuing after cancellation, undisclosed clawback fees, and support channels that loop customers between agents, bots and tickets that close without resolution.
What is Supersonic 's biggest strength?
Supersonic 's biggest strength, according to Hellopeter's AI analysis, is Network Reliability & Connection Quality. Network Reliability and Connection Quality (0.9) is the least damaged theme. Some long standing customers recall years of stable fibre and note that lines usually perform well immediately after activation, before speeds degrade and outages stretch into weeks.
What are the most common complaints about Supersonic ?
The most common complaint about Supersonic , based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Support Quality. Customer Service and Support Quality (0.8) is dominated by customers re-explaining the same fault to a new agent every day. Supervisors are described as permanently in meetings, calls are dropped after long holds, and tickets close without any contact.
Is Supersonic trustworthy?
Supersonic has a TrustIndex of 1.5 out of 10 on Hellopeter, based on 652 reviews in the last 12 months. Hellopeter has tracked Supersonic across 8,475 total reviews. How is the TrustIndex calculated? ā
Recent reviews (652)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jul 2016
Disappointing refund experience after failed AirFibre installation
I previously had Supersonic Fibre and had an excellent experience with their post-sales service and support. When I moved away, I cancelled the service. After moving back to the same property, I was excited to sign up again, this time for Air Fibre, as the property was no longer serviced through the previous Fibre provider. I signed up and paid the first month's fee upfront. Unfortunately, when the installer arrived, they were unable to complete the installation because the signal was too weak. The installer advised that a ticket had been created for my refund and that it would take approximately 3 days. After a week with no refund, I contacted support. I was told that they needed my account details to process the refund ā despite nobody having contacted me to request those details. I provided the information immediately and was then told to expect the refund the following week. When I called again the following week, the agent confirmed that they could see the ticket and again told me to expect the refund the following week. Today, 21 September, I called for the third time. I was then told that the refund actually takes 21 days from the date the ticket was logged, meaning I am now apparently expected to wait until 2 October. The frustrating part isn't simply that the installation failed. Things like signal availability can happen. What is disappointing is the handling of the refund and the fact that every time I follow up, I am given a different timeframe for when I should expect my money back. I paid for a service that could not be provided, and I don't believe it is reasonable to have to repeatedly contact the company to find out when my own money will be returned. I had previously had a very positive experience with Supersonic, which is why I was actually looking forward to using them again. Unfortunately, this experience has been very disappointing. I would appreciate the refund being processed as soon as possible, rather than having to repeatedly follow up and be given another timeframe.
1 reviews | Active since Jul 2016
Disappointing refund experience after failed AirFibre installation
I previously had Supersonic Fibre and had an excellent experience with their post-sales service and support. When I moved away, I cancelled the service. After moving back to the same property, I was excited to sign up again, this time for Air Fibre, as the property was no longer serviced through the previous Fibre provider. I signed up and paid the first month's fee upfront. Unfortunately, when the installer arrived, they were unable to complete the installation because the signal was too weak. The installer advised that a ticket had been created for my refund and that it would take approximately 3 days. After a week with no refund, I contacted support. I was told that they needed my account details to process the refund ā despite nobody having contacted me to request those details. I provided the information immediately and was then told to expect the refund the following week. When I called again the following week, the agent confirmed that they could see the ticket and again told me to expect the refund the following week. Today, 21 September, I called for the third time. I was then told that the refund actually takes 21 days from the date the ticket was logged, meaning I am now apparently expected to wait until 2 October. The frustrating part isn't simply that the installation failed. Things like signal availability can happen. What is disappointing is the handling of the refund and the fact that every time I follow up, I am given a different timeframe for when I should expect my money back. I paid for a service that could not be provided, and I don't believe it is reasonable to have to repeatedly contact the company to find out when my own money will be returned. I had previously had a very positive experience with Supersonic, which is why I was actually looking forward to using them again. Unfortunately, this experience has been very disappointing. I would appreciate the refund being processed as soon as possible, rather than having to repeatedly follow up and be given another timeframe.
1 reviews | Active since Apr 2025
Supersonic services are horrible and to get assistance is a nightmare
I have three months with the wifi company and unfortunately I feel they are a ***** the wifi in my house keeps tripping and when you want to connect with them they have been sending an automated message about technical issues however when you choose the prompt for the sales department you will get through to someone I urge everyone to not use this brand their wifi is so weak it trips every after 5 to 10 mins and cuts off I regret ever opening anything with them getting someone to come check the issue is a nightmare but month end they will want money
1 reviews | Active since Apr 2025
Supersonic services are horrible and to get assistance is a nightmare
I have three months with the wifi company and unfortunately I feel they are a ***** the wifi in my house keeps tripping and when you want to connect with them they have been sending an automated message about technical issues however when you choose the prompt for the sales department you will get through to someone I urge everyone to not use this brand their wifi is so weak it trips every after 5 to 10 mins and cuts off I regret ever opening anything with them getting someone to come check the issue is a nightmare but month end they will want money
1 reviews | Active since Aug 2019
CUSTOMERS BE WARNED: MY EXPERIENCE WITH MTN AIR FIBRE & SUPERSONIC
I feel compelled to share my experience with **MTN Air Fibre and Supersonic**, because if you are considering signing up, I strongly suggest you **do your research first**. I placed and **paid for my MTN Air Fibre order on 1 September 2026**. Today is **18 September 2026**, and I am STILL without an installation. Initially, I was told that the installation could not take place because the supplier was experiencing a **stock shortage**. Fair enough ā things happen. But what has been extremely frustrating since then is the **lack of communication and follow-up**. Instead of being kept informed, I have had to repeatedly contact them myself, make calls and log support tickets just to find out what is happening with an order that has already been paid for. Eventually, an installation was scheduled for **today, 18 September 2026**. Then, once again, I received an email informing me that the installation has been **postponed**. So, 17 days after paying for the service, I still don't have the service I paid for, and I have had to repeatedly chase the company for updates. The biggest issue for me isn't simply the delay ā **it's the communication and customer service surrounding the delay**. If there is a genuine supply problem, communicate with your customers. If an installation cannot happen, tell customers as soon as possible. Don't leave customers having to repeatedly call, chase tickets and ask for updates. I paid for a service on **1 September**. Today, **18 September**, I still don't have it. š **My advice to anyone considering MTN Air Fibre through Supersonic:** **Do your research first. Read the reviews. Understand the installation process and potential delays before you sign up and pay.** I hope someone from **Supersonic or MTN** sees this and can explain what is actually happening with my order and, more importantly, when I can realistically expect the service I have already paid for. **MTN | Supersonic ā customers deserve better communication.** #MTNAirFibre #MTN #Supersonic #CustomerService #MTNComplaint #SupersonicComplaint #SouthAfrica
1 reviews | Active since Aug 2019
CUSTOMERS BE WARNED: MY EXPERIENCE WITH MTN AIR FIBRE & SUPERSONIC
I feel compelled to share my experience with **MTN Air Fibre and Supersonic**, because if you are considering signing up, I strongly suggest you **do your research first**. I placed and **paid for my MTN Air Fibre order on 1 September 2026**. Today is **18 September 2026**, and I am STILL without an installation. Initially, I was told that the installation could not take place because the supplier was experiencing a **stock shortage**. Fair enough ā things happen. But what has been extremely frustrating since then is the **lack of communication and follow-up**. Instead of being kept informed, I have had to repeatedly contact them myself, make calls and log support tickets just to find out what is happening with an order that has already been paid for. Eventually, an installation was scheduled for **today, 18 September 2026**. Then, once again, I received an email informing me that the installation has been **postponed**. So, 17 days after paying for the service, I still don't have the service I paid for, and I have had to repeatedly chase the company for updates. The biggest issue for me isn't simply the delay ā **it's the communication and customer service surrounding the delay**. If there is a genuine supply problem, communicate with your customers. If an installation cannot happen, tell customers as soon as possible. Don't leave customers having to repeatedly call, chase tickets and ask for updates. I paid for a service on **1 September**. Today, **18 September**, I still don't have it. š **My advice to anyone considering MTN Air Fibre through Supersonic:** **Do your research first. Read the reviews. Understand the installation process and potential delays before you sign up and pay.** I hope someone from **Supersonic or MTN** sees this and can explain what is actually happening with my order and, more importantly, when I can realistically expect the service I have already paid for. **MTN | Supersonic ā customers deserve better communication.** #MTNAirFibre #MTN #Supersonic #CustomerService #MTNComplaint #SupersonicComplaint #SouthAfrica
1 reviews | Active since Sept 2026
11 Days Offline - Zero Accountability or Customer Care I have been entirely without internet for ...
11 Days Offline - Zero Accountability or Customer Care I have been entirely without internet for 11 days. I logged a ticket with Supersonic on Monday 7 September( ref ***). Despite paying my account in full, Supersonic has failed to resolve the issue or push their infrastructure partners for a fix. To make matters worse, their consultants refuse to refund or reimburse me for the days I have been offline. I also emailed *** on 13 September and have received zero response. Shocking customer service and total lack of ownership.
1 reviews | Active since Sept 2026
11 Days Offline - Zero Accountability or Customer Care I have been entirely without internet for ...
11 Days Offline - Zero Accountability or Customer Care I have been entirely without internet for 11 days. I logged a ticket with Supersonic on Monday 7 September( ref ***). Despite paying my account in full, Supersonic has failed to resolve the issue or push their infrastructure partners for a fix. To make matters worse, their consultants refuse to refund or reimburse me for the days I have been offline. I also emailed *** on 13 September and have received zero response. Shocking customer service and total lack of ownership.
1 reviews | Active since May 2025
Terrible service
Terrible service They know how to debit my account for their monthly fees but half the month I do not have internet connection. I have been complaining since August about my wifi that says no internet intermittently and me having to reset the modem to be connected again. No one bothers to call they just close the tickets and say its resolved.
1 reviews | Active since May 2025
Terrible service
Terrible service They know how to debit my account for their monthly fees but half the month I do not have internet connection. I have been complaining since August about my wifi that says no internet intermittently and me having to reset the modem to be connected again. No one bothers to call they just close the tickets and say its resolved.