Horrible Service

I took out a contract for Wi-Fi with Supersonic over 4yrs ago for my home in Joburg. In March 2021 I requested a line to be added to my existing contract for my Cape Town home which was occupied by my daughter. My daughter decided to move out in September 2021 so I sent a cancellation request to Supersonic during that month. I received a written confirmation that my cancellation request has been processed and that the month of September will be regarded as the notice month.

Fast forward to March 2022, I got new tenants in my apartment and they kept complaining that they cannot connect their own router because they get blocked when trying to connect. I sent my tenant proof of cancellation that I sent to Supersonic. That is when Supersonic decided to cancel the subscription.

Yesterday (26 July 2022) while I was at work I received a call from my kids telling me that the WI-FI is not working. After numerous attempts to call, my daughter decided to call herself because I was at work and I didn’t have all day to sit on the phone. My daughter finally got through and was told that my line has been suspended due to non payment of services.

Today (27 July 2022) I was sent a bill dating back to September 2022. No one has ever told me that I owe nor advise of the intention to suspend. I called sometime in June asking for bandwidth to be increased. I spent over an hour on the phone over 3 days to try get someone out. To date, no one has come out or called me. During those long calls, no one told me that I owe Supersonic.

I responded to an email today from someone called Pumi informing me about the outstanding payments. This person keeps quoting clauses on the contract and makes no effort to understand my issues. She is talking from a misinformed place and doesn’t have the decency to pick-up the phone and get full details from me. Only today she asks about my my Cape Town address so that Supersonic can go collect the router. This cancellation happened in September 2021 and I only get asked for the router in July 2022. They have requested my address and I have shared it with them.

I am now told that the Wi-Fi was in use and I must pay for the services for my Joburg home to be reconnected. No one was occupying my Cape Town unit, had someone done their job by removing the router rather than remembering that important information 10 months later and expecting me to pay for their incompetence. I am told that I must pay for the claw backs because that is the standard fee charged when you “relocate” but who said I was relocating? This Pumi person is adamant to send me emails rather than calling to understand the sequence of events.

My son can’t connect to the internet to do his homework because someone failed to do their jobs.

Supersonic is the worst company to deal with. Service is something unknown to them. I discourage anyone who wants to buy their service.