MB
Morné Botha
1 reviews | Active since Apr 2019
07 Nov 2021, 22:36
Frustrating and thieving ISP
I am so frustrated and beaten by Supersonic.
Ever since I’ve complained that they overcharge me for my line speed, they’ve done something to my connection that causes extreme packetloss at night to Europe.
I have signed up for the 200mb package but certainly don’t get any stability for it.
I have logged numerous cases, no one gets back to me, nothing gets done. When I call and wait in line for 30mins, I get the same generic response from the consultant, or they just drop the call on me with no help offered at all.
I have decided the best course of action is to cancel, yet there is more problems. Now I need to serve a notice period, and thereafter pay for some clawback of which I was not made aware.
After agreeing that i needed to cancel, now my 200mb line can’t produce 4mbps anymore.
I feel so disappointed that I ever signed up with supersonic. I needed my line fixed and after spending R400 plus on calling them, we’ve gone from bad to worse
Helpful (0)
Replies (5)0
Replies (5)
Supersonic 's replyOfficial
08 Nov 2021, 07:56Good morning Morne.
Thank you for reaching out to Supersonic. I apologise for the frustration caused. I see that you are experiencing issues with our Support team. Kindly be advised that I will be looking into your query.
Kind regards,
Nonhlanhla
Thank you for reaching out to Supersonic. I apologise for the frustration caused. I see that you are experiencing issues with our Support team. Kindly be advised that I will be looking into your query.
Kind regards,
Nonhlanhla
Supersonic 's reply08 Nov 2021, 07:56
Official
Good morning Morne.
Thank you for reaching out to Supersonic. I apologise for the frustration caused. I see that you are experiencing issues with our Support team. Kindly be advised that I will be looking into your query.
Kind regards,
Nonhlanhla
Thank you for reaching out to Supersonic. I apologise for the frustration caused. I see that you are experiencing issues with our Support team. Kindly be advised that I will be looking into your query.
Kind regards,
Nonhlanhla
MB
Morné Botha's updateReviewer Update
08 Nov 2021, 11:36Hi Nonhlanhla, the case has been active for a very long time, every follow up leads to nothing. I now have a case for cancellation which I would rather not do, but I have no other choice?
I have tested the connection by bypassing the router (plugging the ONT cable directly into my PC and using my PPPoE info) and the packetloss is still there, meaning its something on my connection line and not the router setup
Yesterday I did a full reset on my router hoping it will work and still nothing worked, now I only get 3mbps (I assume my PPPoE has reset as well) I can’t log into the router using 192.168.1.1, it simply doesn’t log in. I don’t know what to do anymore.
Now I’m being told that if I want to cancel there’s a clawback fee since its being ended within 24months. Nothing like this was made clear to me when I signed up, except a 6 month period.
I don’t understand how I get penalized when you can’t deliver the service you are being paid for. This is in direct offense to our service agreement but I must pay to get out of it.
If this does not get resolved I will lodge a formal case with ICASA
Once again, I do not want to cancel, I just want my line fixed.
I have tested the connection by bypassing the router (plugging the ONT cable directly into my PC and using my PPPoE info) and the packetloss is still there, meaning its something on my connection line and not the router setup
Yesterday I did a full reset on my router hoping it will work and still nothing worked, now I only get 3mbps (I assume my PPPoE has reset as well) I can’t log into the router using 192.168.1.1, it simply doesn’t log in. I don’t know what to do anymore.
Now I’m being told that if I want to cancel there’s a clawback fee since its being ended within 24months. Nothing like this was made clear to me when I signed up, except a 6 month period.
I don’t understand how I get penalized when you can’t deliver the service you are being paid for. This is in direct offense to our service agreement but I must pay to get out of it.
If this does not get resolved I will lodge a formal case with ICASA
Once again, I do not want to cancel, I just want my line fixed.
MB
Morné Botha's update08 Nov 2021, 11:36
Reviewer Update
Hi Nonhlanhla, the case has been active for a very long time, every follow up leads to nothing. I now have a case for cancellation which I would rather not do, but I have no other choice?
I have tested the connection by bypassing the router (plugging the ONT cable directly into my PC and using my PPPoE info) and the packetloss is still there, meaning its something on my connection line and not the router setup
Yesterday I did a full reset on my router hoping it will work and still nothing worked, now I only get 3mbps (I assume my PPPoE has reset as well) I can’t log into the router using 192.168.1.1, it simply doesn’t log in. I don’t know what to do anymore.
Now I’m being told that if I want to cancel there’s a clawback fee since its being ended within 24months. Nothing like this was made clear to me when I signed up, except a 6 month period.
I don’t understand how I get penalized when you can’t deliver the service you are being paid for. This is in direct offense to our service agreement but I must pay to get out of it.
If this does not get resolved I will lodge a formal case with ICASA
Once again, I do not want to cancel, I just want my line fixed.
I have tested the connection by bypassing the router (plugging the ONT cable directly into my PC and using my PPPoE info) and the packetloss is still there, meaning its something on my connection line and not the router setup
Yesterday I did a full reset on my router hoping it will work and still nothing worked, now I only get 3mbps (I assume my PPPoE has reset as well) I can’t log into the router using 192.168.1.1, it simply doesn’t log in. I don’t know what to do anymore.
Now I’m being told that if I want to cancel there’s a clawback fee since its being ended within 24months. Nothing like this was made clear to me when I signed up, except a 6 month period.
I don’t understand how I get penalized when you can’t deliver the service you are being paid for. This is in direct offense to our service agreement but I must pay to get out of it.
If this does not get resolved I will lodge a formal case with ICASA
Once again, I do not want to cancel, I just want my line fixed.
MB
Morné Botha's updateReviewer Update
08 Nov 2021, 13:19I have no idea what you mean by a traceroute. What I can tell you is the last notable evidence I had of the packetloss was sent via WhatsApp to the gentlemen named Andy.
The issue started persisting after my last query where I said my internet should be 200mbps but its only 100. Now I get 200mbps but with packetloss at evening times.
At this present moment since last night I only get 3mbps, I need someone to remotely access my router and set it up correctly as I can’t access it via the IP.
You need to reset something within my access details to revert it back to before so that I can stop getting packetloss
The issue started persisting after my last query where I said my internet should be 200mbps but its only 100. Now I get 200mbps but with packetloss at evening times.
At this present moment since last night I only get 3mbps, I need someone to remotely access my router and set it up correctly as I can’t access it via the IP.
You need to reset something within my access details to revert it back to before so that I can stop getting packetloss
MB
Morné Botha's update08 Nov 2021, 13:19
Reviewer Update
I have no idea what you mean by a traceroute. What I can tell you is the last notable evidence I had of the packetloss was sent via WhatsApp to the gentlemen named Andy.
The issue started persisting after my last query where I said my internet should be 200mbps but its only 100. Now I get 200mbps but with packetloss at evening times.
At this present moment since last night I only get 3mbps, I need someone to remotely access my router and set it up correctly as I can’t access it via the IP.
You need to reset something within my access details to revert it back to before so that I can stop getting packetloss
The issue started persisting after my last query where I said my internet should be 200mbps but its only 100. Now I get 200mbps but with packetloss at evening times.
At this present moment since last night I only get 3mbps, I need someone to remotely access my router and set it up correctly as I can’t access it via the IP.
You need to reset something within my access details to revert it back to before so that I can stop getting packetloss
MB
Morné Botha's updateReviewer Update
08 Nov 2021, 16:32Should this traceroute be run at any time or during the times I perceive packetloss? Have you in the meantime manually configured my router to be able to have access again?
MB
Morné Botha's update08 Nov 2021, 16:32
Reviewer Update
Should this traceroute be run at any time or during the times I perceive packetloss? Have you in the meantime manually configured my router to be able to have access again?
MB
Morné Botha's updateReviewer Update
09 Nov 2021, 11:30I did another full reset on my router, it seems to be better now however I can’t log in via the IP address, I suspect the router is faulty, can you send a new one? And cancel my cancellation request
MB
Morné Botha's update09 Nov 2021, 11:30
Reviewer Update
I did another full reset on my router, it seems to be better now however I can’t log in via the IP address, I suspect the router is faulty, can you send a new one? And cancel my cancellation request