DO NOT CONSIDER THIS ISP

I signed up on the 17th of Feb, I cancelled my previous line the same day. I got called today that there might have been an issue with the cancellation but they cannot give a honest answer.

TO MAKE IT WORSE: Last Friday 19/03/2021 a competent employee logged a high priority case number and assigned it to the correct team, he advised that I can call this week and the person on the phone has the ability to call the other team and give me an update.... well guess what I only reached *********** employees that do not know what they are doing and advised they can only message them and I will get a response in 24 hours... I called daily still fu%*(all response. Today 26/03/2021 - called in the morning, and they advised that I will be called in 24 hours as usual. I received another call later in the day about the cancellation mishap and decided to follow up with my other installation request. AND LOOK AT THIS.. some MOTHER&%(ER decided to close my high priority Case Number and entered a f%#(ing "full stop" as the resolution. Well I was told that another case number will be created, the employee was competent at least, and found this really ridiculous, they told me that they cannot make any empty promises, and I appreciated this, but some dumb %sshole is going to %*ck it up again.

I have signed up with other ISP's in the meantime, but I would like to see how many more %&ckups supersonic has in store, as I am finding this quite hilarious and I'm past the point of being pi&%ed off.

I DELETED MY PREVIOUS HELLOPETER POST BUT DECIDED TO FIND IT AND ADD IT BACK:

It's been over a month, I received sms's every 2 days stating they have a 7-14 business day fibre installation completion time. I cancelled my previous line and signed up for another as we moved to another location, this request was on the 17-Feb-2021. The 14 day completion time was on 03-Mar-2021. I called on 04-Mar-2021 and customer services stated that there was nothing that they can do and they have no idea what leg the installation is on, firstly supersonic should fire this person or provide their employees with all the necessary information possible. Later that evening I called again, and the lady that I spoke to was rude and unruly (I was totally disgusted by their service at this point).

Since 03-Mar-2021 I have used the whatsapp chat more than 7 times + called more than 10 times, each time I am provided with different information.

For example, I was told that Vodacom is the FNO in the area and they cannot follow with them but only speak to their coordinator about it (which leads to nothing every time), 2 days later I called again and I was told that the FNO is now frogfoot. I cannot understand where this inconsistency of information is coming from and this is utterly pathetic, for such a big company how have you not implemented a proper logging system. A basic developer can create such a system for you.

After the 14 business day period the final sms states that they apologise for the delay and they are working on it. But you receive no comms post this sms and you are put in the dark with customer service that can provide you with basically no information.

15-Mar-2021 - finally got through to someone on the customer services end that kinda knew what they were doing and we received some valid information with a reference number for frogfoot and frogfoots number

16-Mar-2021 - We called frogfoot to find out the status of the installation and were advised that they only deal with ISP's but the lady was nice enough to search the reference number we provided, but they do not store that on their end so nothing came of it and we needed to provide the FRG number. Called supersonic again for the 100th time, they are not aware of this FRG number, we were told that they will investigate and give us a call back today. At the moment I am impatient, calling every hour to find out (obviously hitting some new *********** employee giving me different information or promising me that something will be done).

When I first signed up with Supersonic about 2 years ago, they were the best ISP in my eyes (I use to recommend them to everyone) but at the moment they are worse than MWEB. I was with MWEB for numerous years and I will never be going back, they were the worst service provider out of them all (well besides telkom).

All in all, I have checked with friends/family and they have had no issues with the ISP's they are with and installation time took a max of 4 days.

So I am considering cancelling with Supersonic in the next couple of days and hey maybe the grass is greener on the other side.