Disgraceful Technical Support Skills

I have been with Supersonic for more than 3 years now. Usually, no issues. But recently it has been downhill. I requested a change in fibre provider and there was no available process for this. I had to cancel my subscription and then put in a new order. Fine. Then I was told in the first few days of May that the cancellation requires a full calender month to take effect, so I arranged for the new installation to be done at the end of June. After cancellation, I am asked why did I cancel - even though I was advised to cancel from Supersonic's side. Their departments clearly do not communicate with each other.

Come 1 June, my line is deactivated. Upon investigation, my line was mixed up with a neighbor's line who has moved over to Afrihost (which I am regretting not doing myself at this point) and if I want my line to be reactivated, I need to put in ANOTHER new order for the same existing line! So I requested the new infrastructure installation to be escalated so at least I have the new line I ordered beginning May. The infrastructure installation team (third party company) assisted greatly and the cable gets installed a few days later on Wed 7 June.

At this point, Supersonic is unaware of my new installation and when I phone to activate my service and reconfigure my router, I get told that it will take 24 - 48 working hours to activate my service because they need their project team to confirm the installation - once again the internal procedures of Supersonic not allowing the departments to be up to date with the execution and status of their clients' services. In addition to this, when phoning again to follow up, I get told that the projects coordinator assigned to my order provided feedback to the agent handling my case that they have contacted me and spoken to me, which is not true. And when I mention that I have NOT spoken to this person, I am answered with: "She told me she phoned you so she did."

At last, the following Monday, when following up (because they were supposed to call me on Friday), I am told that the line is ready for router configuration. Now the login details provided are not working, which is in itself a frustration, but what got me to the point of writing this review is the absolute disgraceful level of technical support I received from a "technician". As a network engineer myself, I understand the technology involved, so for a technician to not know the difference between the Wireless Key and the Login Password, or the difference between a LAN and a WAN, or that the issue is not me being unable to reach the router interface from my browser - from which I am sending screenshots of the login page - is astonishing. I am about ready to take my business elsewhere at this point!