Bad service and practices

I wish I had read the reviews before signing up with Supersonic. I signed up for the 150 Mbps download / 150 Mbps upload uncapped package for my daughter who is studying and relies on stable internet to attend online classes, complete assignments, and conduct research from her accommodation. Unfortunately, the speeds she receives are nowhere near what was advertised, and the connection is so unstable that she often cannot join online classes and has had to travel to campus instead. The best she had was 28.87 Mbps download and 2.55 Mbps upload. Over the past three weeks I have logged multiple support tickets and made several calls requesting updates. Communication has been extremely poor, with little to no feedback on whether the issue is being actively addressed. Eventually a support consultant advised that they are aware of multiple complaints regarding this package and that the speed issue cannot be resolved. During a recent visit I personally experienced the poor service when trying to join a Microsoft Teams meeting. The connection dropped multiple times and participants struggled to hear me due to the unstable connection. What is even more concerning is that only two months after signing up we received notice of a price increase of more than 24%, and that the uncapped package will now change to a 500GB capped package. This is not the service that was originally advertised or that I agreed to. Changing the product from an uncapped service to a capped service is a material change to the offering, and customers should reasonably have the option to cancel without penalties if they do not accept these changes.. When attempting to cancel due to the ongoing service issues, I was informed that I would still need to give a full month’s notice, pay a R599 cancellation fee, and a further R250 router collection fee — despite the service not meeting the advertised performance. As a consumer, it is reasonable to expect that a service performs in line with what is marketed and sold. Based on my experience, the service delivery and customer support have been extremely disappointing. If this matter cannot be reasonably resolved, I will consider escalating it through the appropriate regulatory and consumer protection channels, including ICASA and the National Consumer Commission.