Do not use this company even if they were the last ISP on earth!

If I could give this company a zero star I would. The only thing they are good for is billing! Where do I even begin with this horrible experience?! 5G Fixed Wireless Package I subscribed to a Premium Fixed 5G package at R999 per month, which under my profile clearly reflects a fair usage policy of 1TB, with advertised speeds of 150 Mbps download and 150 Mbps upload. (A screenshot from their website was sent to them). From installation, these speeds have never been achieved.

Despite logging 2 tickets, the technician finally admitted that “nothing could be done.” When I requested cancellation, the retention department waived only the clawback fee yet still billed me for another full month, despite failing to deliver the contracted service. They instructed me to pay courier fees to return the router.

Initially, I did not dispute the cancellation of the 5G service only becoming effective at the end of September 2025. However, after the ongoing and terrible service received from the fibre line, that is now a different story.

Fibre Line (200/100 Mbps) After the failure of the 5G service, I subscribed to your 200 Mbps download / 100 Mbps upload fibre line (because staying with them meant that the clawback / cancellation fee would be waived). This too has failed to perform. From around 14:00 until just after 22:00 daily, my speeds steadily decline to around 7 Mbps.

To ensure accuracy, I tested via ethernet cable, as recommended for maximum precision. I submitted these speed test screenshots to the technical department on 14 August 2025. On 15 August 2025, a technician called me, attempted to recreate the port, and instructed me to continue monitoring speeds over the weekend. I did so, with no improvement.

The technician offered a feeble excuse of “router congestion,” suggesting that too many devices may be connected to the router simultaneously. I corrected him, detailing how many devices were connected and how many were actually in use, and confirmed that during all speed tests, all other devices were disconnected from the router. This appears to be an attempt to shift blame onto me or Openserve, rather than accepting responsibility for service failure.

Additionally, the Supersonic support team suggested a list of steps to perform speed tests, including: restarting devices, connecting via LAN cable, clearing caches, ensuring network card settings at 1000 Mbps, and disconnecting all other devices. I had already adhered to these instructions prior to submitting the initial screenshots, and informed the technician accordingly. Step 7 (network card speed & duplex settings) was not available on both my Windows 10 and Windows 11 PCs, and would not have made a difference, as I tested speeds via both ethernet cable and 5GHz Wi-Fi. Step 8, requiring ONLY a LAN cable, is unrealistic, as many clients may only have Wi-Fi devices, which is the primary purpose of a Wi-Fi router.

That technician then told me to wait for Openserve to test the line, as an appointment had been scheduled. The Supersonic technician did not provide guidance on the way forward should Openserve confirm the line is clear. Openserve has since confirmed the line is in excellent condition, with no faults. This leaves the service failure squarely with Supersonic.

I attached the relevant screenshots reflecting the degraded speeds recorded on the specified dates and times. The final screenshot, labelled “After 10:30 PM”, clearly showed that speeds return to normal only after those times, suggesting that Supersonic may be deliberately throttling or under-provisioning the line during peak hours.

They did not reply until today when I had to run up my phone bill again to try top resolve the issue, and someone says that they have escalated the matter to Openserve. I told them that Openserve did come through but they are now choosing to ignore my calls, letters, and requests for someone to call me back to resolve the issue. I have asked for management, or supervisors but no one has called me back since Friday, 15th August. I have a good mind to take this matter to ICASA and to the Consumer Council.

Please never make the mistake of bothering with this company. Useless beyond measure. They do not care about the customer or after-sales service but only about money.

Be wary this company does not treat customers they way they should be. One should wonder why they promote themselves as the best ISP of 2023....what happened to the other years...?