FP
Floris P
1 reviews | Active since Sept 2016
23 May 2021, 19:29
Issues not Resolved after 11weeks
After months of complaining and asking for 2 issues i am experiencing currently with my ISP Supersonic, they took close to 5 weeks to resolve only 1 issue and after close to 11weeks my other issue still persist and does not get any better. I have mailed the CEO directly with no response, i have requested to speak to higher level management and was promised they will contact you but to no avail s of yet. My last issue that still has not yet been resolved is the fact of high latency issues when trying to play online games and buffering when trying to stream something on netflix or youtube, please keep in mind i am on a 100/100 fibre line. The agents you speak to aren't helpfull and the promises are empty. I would not recommend Supersonic anymore to anyone as they do not resolve issues efficiently and they do not care anymore about customer service. I do hope to hear from management A.S.A.P after this post here and on the google reviews...
Helpful (0)
Replies (12)0
Replies (12)
Supersonic 's replyOfficial
24 May 2021, 08:53 Good morning Floris P.
Thank you for reaching out to supersonic fibre. We are sincerely sorry for the inconvenience caused. We will follow up on your behalf and advise.
Kind regards.
Thando.
Thank you for reaching out to supersonic fibre. We are sincerely sorry for the inconvenience caused. We will follow up on your behalf and advise.
Kind regards.
Thando.
Best regards,
Supersonic 's reply24 May 2021, 08:53
Official
Good morning Floris P.
Thank you for reaching out to supersonic fibre. We are sincerely sorry for the inconvenience caused. We will follow up on your behalf and advise.
Kind regards.
Thando.
Thank you for reaching out to supersonic fibre. We are sincerely sorry for the inconvenience caused. We will follow up on your behalf and advise.
Kind regards.
Thando.
Best regards,
FP
Floris P's updateReviewer Update
24 May 2021, 09:02I have been hearing about a follow up every week and the matter is not getting resolved at all. it is just affecting my connectivity and causing more and more frustration due to the lack of urgency and getting it resolved as quickly as possible. I mean 11 weeks and i am still waiting for the issue to be attended to and every agent that contacts me states they will log a ticket which i never hear of again.
FP
Floris P's update24 May 2021, 09:02
Reviewer Update
I have been hearing about a follow up every week and the matter is not getting resolved at all. it is just affecting my connectivity and causing more and more frustration due to the lack of urgency and getting it resolved as quickly as possible. I mean 11 weeks and i am still waiting for the issue to be attended to and every agent that contacts me states they will log a ticket which i never hear of again.
Supersonic 's replyOfficial
24 May 2021, 09:16Good morning Mr Pretorius.
Please kindly run a speedtest on your PC using your LAN/ethernet cable. Please run the speedtest on this website: speedtest.co.za, and send a picture of the results to ***. Along with the speedtest results please send pictures reflecting your router with the lights on, your router serial number and your ONT with it's serial number. With this information I will escalate this to one of our support engineering agents so that this can resolved as soon as possible.
Kind regards.
Thando.
Please kindly run a speedtest on your PC using your LAN/ethernet cable. Please run the speedtest on this website: speedtest.co.za, and send a picture of the results to ***. Along with the speedtest results please send pictures reflecting your router with the lights on, your router serial number and your ONT with it's serial number. With this information I will escalate this to one of our support engineering agents so that this can resolved as soon as possible.
Kind regards.
Thando.
Best regards,
Supersonic 's reply24 May 2021, 09:16
Official
Good morning Mr Pretorius.
Please kindly run a speedtest on your PC using your LAN/ethernet cable. Please run the speedtest on this website: speedtest.co.za, and send a picture of the results to ***. Along with the speedtest results please send pictures reflecting your router with the lights on, your router serial number and your ONT with it's serial number. With this information I will escalate this to one of our support engineering agents so that this can resolved as soon as possible.
Kind regards.
Thando.
Please kindly run a speedtest on your PC using your LAN/ethernet cable. Please run the speedtest on this website: speedtest.co.za, and send a picture of the results to ***. Along with the speedtest results please send pictures reflecting your router with the lights on, your router serial number and your ONT with it's serial number. With this information I will escalate this to one of our support engineering agents so that this can resolved as soon as possible.
Kind regards.
Thando.
Best regards,
FP
Floris P's updateReviewer Update
24 May 2021, 10:44How much longer do i need to wait for this to get resolved after i have sent you everything? Because i am not waiting longer than tomorrow5pm to have this matter resolved. As 11weeks almost 12weeks is long enough to beg and ask for this to be resolved
FP
Floris P's update24 May 2021, 10:44
Reviewer Update
How much longer do i need to wait for this to get resolved after i have sent you everything? Because i am not waiting longer than tomorrow5pm to have this matter resolved. As 11weeks almost 12weeks is long enough to beg and ask for this to be resolved
Supersonic 's replyOfficial
24 May 2021, 11:59MR Pretorius, I will send this to our support agents so that they can have this resolved as soon as possible. I can completely understand your frustration, and I am sincerely sorry for the unsatisfactory experience.
Kind regards.
Thando.
Kind regards.
Thando.
Best regards,
Supersonic 's reply24 May 2021, 11:59
Official
MR Pretorius, I will send this to our support agents so that they can have this resolved as soon as possible. I can completely understand your frustration, and I am sincerely sorry for the unsatisfactory experience.
Kind regards.
Thando.
Kind regards.
Thando.
Best regards,
FP
Floris P's updateReviewer Update
24 May 2021, 13:25I have emailed you the photos as required. As stated in my email i am willing to wait till 5pm tomorrow for answers on that it is resolved and also seeing the results. If i do not have any answers i will be seeing your CEO and discussing this whole matter with with him on Wednesday as i am not going to wait any longer than i had to and almost 12 weeks is long enough, so they need to attend to this A.S.A.P
FP
Floris P's update24 May 2021, 13:25
Reviewer Update
I have emailed you the photos as required. As stated in my email i am willing to wait till 5pm tomorrow for answers on that it is resolved and also seeing the results. If i do not have any answers i will be seeing your CEO and discussing this whole matter with with him on Wednesday as i am not going to wait any longer than i had to and almost 12 weeks is long enough, so they need to attend to this A.S.A.P
Supersonic 's replyOfficial
24 May 2021, 14:35 Thank you MR Pretorius.
I will escalate this accordingly, we will keep you updated.
Kind regards
Thando.
I will escalate this accordingly, we will keep you updated.
Kind regards
Thando.
Best regards,
Supersonic 's reply24 May 2021, 14:35
Official
Thank you MR Pretorius.
I will escalate this accordingly, we will keep you updated.
Kind regards
Thando.
I will escalate this accordingly, we will keep you updated.
Kind regards
Thando.
Best regards,
FP
Floris P's updateReviewer Update
24 May 2021, 14:59Please ensure that they understand that i am not waiting longer than tomorrow 5pm to have this issue resolved. The amount of frustration as a result of the issue i have been experiencing and the mere fact of call centre agents telling e they will log a ticket,but never do as i do not ever get a response from anyone from your side. So therefore i am at the point that if this matter is not resolved by tomorrow 5pm i will have no other option than to resort into coming to your offices and to see the CEO directly and discuss this matter with him on wednesday
FP
Floris P's update24 May 2021, 14:59
Reviewer Update
Please ensure that they understand that i am not waiting longer than tomorrow 5pm to have this issue resolved. The amount of frustration as a result of the issue i have been experiencing and the mere fact of call centre agents telling e they will log a ticket,but never do as i do not ever get a response from anyone from your side. So therefore i am at the point that if this matter is not resolved by tomorrow 5pm i will have no other option than to resort into coming to your offices and to see the CEO directly and discuss this matter with him on wednesday
Supersonic 's replyOfficial
24 May 2021, 16:35Noted. Our support agents have run a speed test for your internet connection and it seems okay. Please kindly run a LAN speed test and a tracerout on your pc when you experience buffering and slow speed, and then send us the results so that we can investigate further. When you run the speed test please send us a full picture of the screen so that it indicates it is conducted via LAN/ethernet cable.
Kind regards.
Thando.
Kind regards.
Thando.
Best regards,
Supersonic 's reply24 May 2021, 16:35
Official
Noted. Our support agents have run a speed test for your internet connection and it seems okay. Please kindly run a LAN speed test and a tracerout on your pc when you experience buffering and slow speed, and then send us the results so that we can investigate further. When you run the speed test please send us a full picture of the screen so that it indicates it is conducted via LAN/ethernet cable.
Kind regards.
Thando.
Kind regards.
Thando.
Best regards,
FP
Floris P's updateReviewer Update
24 May 2021, 16:51If you guys had a look at the photo i sent regarding the speed test that was ran at about 7pm last night, you will see clearly there is a fault on the line, will run it again every hour tonight and send you the photos tomorrow and then i want to see your excuse again on the matter as it seems it is easier for supersonic to look at the times when there is no fault present than to attend to the issue when there is a fault present as stipulated previously and on mail what times the issues occur.
FP
Floris P's update24 May 2021, 16:51
Reviewer Update
If you guys had a look at the photo i sent regarding the speed test that was ran at about 7pm last night, you will see clearly there is a fault on the line, will run it again every hour tonight and send you the photos tomorrow and then i want to see your excuse again on the matter as it seems it is easier for supersonic to look at the times when there is no fault present than to attend to the issue when there is a fault present as stipulated previously and on mail what times the issues occur.
Supersonic 's replyOfficial
25 May 2021, 09:29 Thank you for your response MR pretorius. We will escalate this further and advise.
Kind regards,
Thando.
Kind regards,
Thando.
Best regards,
Supersonic 's reply25 May 2021, 09:29
Official
Thank you for your response MR pretorius. We will escalate this further and advise.
Kind regards,
Thando.
Kind regards,
Thando.
Best regards,
FP
Floris P's updateReviewer Update
25 May 2021, 13:11Good day Thando i responded to your email and still have not yet received a response on how long it will take to be resolved. Also as stated tomorrow marks my 12 weeks waiting time and therefore i will not settle for the procedural response of 24-48 hours nonsense. This matter could have been resolved already long ago if the staff actually took pride in providing customer service and resolving issues more effectively. I am waiting for a response that this matter is resolved by 5pm today and not a moment later or longer.
FP
Floris P's update25 May 2021, 13:11
Reviewer Update
Good day Thando i responded to your email and still have not yet received a response on how long it will take to be resolved. Also as stated tomorrow marks my 12 weeks waiting time and therefore i will not settle for the procedural response of 24-48 hours nonsense. This matter could have been resolved already long ago if the staff actually took pride in providing customer service and resolving issues more effectively. I am waiting for a response that this matter is resolved by 5pm today and not a moment later or longer.