Atrocious, dismissive, non-service.

What an atrocious experience.

Supersonic falls into the "over-promise and under-deliver" category for SA companies. All the usual marketing blurb, followed up with uninformed, dismissive and avoidant customer service.

I signed my elderly mother up for the service, hoping that fixed LTE, with a monthly subscription would be less admin intensive than a prepaid MTN card via Afrihost. How wrong I was. At least Afrihost supplies customer service, rather than feigning it.

The supp**** router keeps on resetting to MTN's default network settings (instead of Superonic's) after power outages and each time my Mum requests support, the agents only suggest rebooting and "waiting" to solve the issue.

Being an experienced network admin myself, I end up helping my 80 year old Mum remotely, to log into the router, manually set the LTE network to Supersonic, after which she's up and running again.

The problem is that this occurs regularly. Also, on the router, every single "network" in its LTE settings, is flagged as being the default. So, presumably what's happening, is since every option is flagged as default, the boot process or network config process picks the first profile saved, by timestamp ... which seems to be MTN's stock-standard APN etc.

No amount of asking for resolution helps. The same dead-end customer service ensues.

Finally, after being completely fed-up and triggering a cancellation via Supersonic's customer portal, while logged in as my Mum, she received an automated confirmation email, stating that an agent would call her within a few days. No such event occurred. Granted, she rep**** saying she does not want to continue with the service, so won't be convinced otherwise, but would like confirmation and details on how to return the router. No response was received.

Since then, my Mum has called and messaged (via WhatsApp) to find out why the portal shows no indication of her cancellation and what to do with the router. She was then told that she must cancel via the portal (which I did with her) and that how she cancelled before (via the portal) was incorrect. Can you believe it!? Their staff don't even know how their system works or read support messages. One may as well be chatting to a poorly designed bot which sends back canned messages.

Run far away. Don't subject yourself to this dismissive, pass-the-buck, appalling non-service. You will sign-up, be disappointed and then have to crow-bar yourself off their service.