Disappointment in the services provided by Supersonic

This is a complaint regarding the service received from Supersonic. I app**** for a fibre to home line around the 25th Jan 2021. The consultant took my information and advised that due to a backlog; they will send us a complimentary router to use until the installation. The router was delivered around a week later for our use until installation.

On the 19th February 2021; our fibre was still not installed; the line was suspended with no notice. When we called through; the line was immediately re-connected as there was nothing noted on the Supersonic system as to why the line was suspended. Again on 01.03.2021 the line was suspended; we made numerous calls and was advised each time that the enquiry has been escalated for re-connection; no explanation was provided as to why the line was suspended. On 02.03.2021; the line was still not reconnected. As my husband worked from home; this has caused great implications for him at work as he received a written warning for not logging on for the entire evening. When I called the next morning I was advised that the line was suspended as the period for the free usage was over; however our fibre to hom was not installed and they refuse to lift the suspension until they install the fibre to home. We are now left with no internet connection. My husband is unable to work from home until the line is installed. Their turn-around time is 24 to 48 hrs. If Supersonic is unable to provide a service even before they install the fibre to home; then why even sign up for their servicesThe unit provided was for usage until the line was installed however they have now cut off the line and left us without internet service; We have requested to speak with managers and supervisors; however no-one is responding to our requests. . Are we in the wrong ? My husband will not be re-imbursed for his lost hours so should we face the consequences for Supersonics’ negligence? Is it fine that Supersonic still decides that they still want to take 24 to 48 hours to install the fibre to home; even after knowing that they have suspended the line provided to us for use until installation? Supersonics service is really disappointing as we could have had our line up and running if we opted to go with another company.

Shireen Moodley / Keren Moodley ***