Absolute ******* Service and Deceptive Fees

I subscribed to Supersonic's 5G package for almost 2 years. It's run via the MTN network, which started throttling my service to less than 10Mbps during the day with a ping of 60ms on average due to oversubscribing services on limited towers. I cancelled my package and was waiting for it to end and move to another provide.

Then, Supersonic sales contacted me with an offer for fibre, moving my package, offering me free installation and reduced fees for the first 3 months. I had initially requested them to move my services over to fibre, but they refused, wanting me to cancel and then effectively pay double fees to have the fibre services installed - I refused.

After they gave me the new offer, I accepted, begrudgingly. Accepted the fibre deal on a Wednesday, equipment arrived the Thursday morning and team from MFN arrived on Thursday afternoon to install. It seemed great - speed and quality. However, after just a single day, the fibre stopped working. This was at 8pm on the Friday evening. I couldn't call the call centre because it was closed. I then called first thing Saturday morning to log a ticket. I called again the Monday to check up on the status, now without internet for 3 days. They told me it takes 2-3 business days to resolve, which means that the ticket clock only started on Monday. Eventually, I called them the Thursday, 1 day short of a full week, threatening to cancel if it was not restored that day. To my surprise, someone came to resolve the issue.

Fast-forward a week and we have a different issue. Internet gets extremely slow after 12pm and almost unusable after 6pm. I trace the issues to the router and logged the ticket. Again, it takes them a few days to escalate the issue and almost 2 weeks to resolve the router issue remotely, since I'm unable to access it myself.

Now, the latest issue. Internet switched off again on a Saturday so I immediately called them knowing their ******* service and timelines to resolve. Called again the Monday for them to only escalate the issue to MFN. It's now been 5 days in total without any internet so I immediately cancelled.

I missed their call a few days later regarding the cancellation and they send me an email. Not only do they want to charge my a cancellation fee, after their sales dept stated I could cancel at any time, but I also have to return the router which they also want to charge me for them to collect.

I've been without internet connectivity for the best part of 15 days in the span of just one month, and now being charged additional to have them collect their ******* from my property. How do they think to run a business under such poor service conditions? I regret my ignorance in signing up for fibre after they already failed me with their mobile service. DON'T WASTE YOUR TIME WITH SUPERSONIC!