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ajbasson A
1 reviews | Active since Jul 2017
05 Jul 2022, 14:49
Nightmare relocation of Fibre Service.
2 Weeks prior to moving house. I notified Supersonic that I am moving. I gave them the new address, explained to them there is an existing line there already. Firstly the tech was a few days late to check the vumatel line. After this the connection just did not work correctly and eventually did not work at all. Supersonic only realized 3 weeks afterwards that the line is still run by another ISP. I cannot understand how you cannot see that, but since then it has not been Resolved. In the interim I have a line with another ISP for another premises that I moved. It took 1 week and it was online again. I also eventually signed up with another ISP, line installed and about to go live. Still Supersonic did not call back or address my problem after multiple calls to them. I eventually cancelled my line with them
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Replies (2)
Supersonic 's replyOfficial
05 Jul 2022, 16:43Good day, Anton,
On behalf of Supersonic, I am here to apologise for the inconvenience we caused you with regard to the delay in the installation. We regret that this case slipped past our turnaround time and appropriate checks are being implemented.
From our understanding, an activation/installation order for the 1st of June was placed and accepted. This one regrettably slipped past those checks and didn't flag that "This location has an in-flight installation order with another ISP. You may not place an order for this address.", hence the error was only picked up on the 13th of June when we made an activation follow-up.
Again, my sincerest apologies.
Kind regards,
AM
On behalf of Supersonic, I am here to apologise for the inconvenience we caused you with regard to the delay in the installation. We regret that this case slipped past our turnaround time and appropriate checks are being implemented.
From our understanding, an activation/installation order for the 1st of June was placed and accepted. This one regrettably slipped past those checks and didn't flag that "This location has an in-flight installation order with another ISP. You may not place an order for this address.", hence the error was only picked up on the 13th of June when we made an activation follow-up.
Again, my sincerest apologies.
Kind regards,
AM
Supersonic 's reply05 Jul 2022, 16:43
Official
Good day, Anton,
On behalf of Supersonic, I am here to apologise for the inconvenience we caused you with regard to the delay in the installation. We regret that this case slipped past our turnaround time and appropriate checks are being implemented.
From our understanding, an activation/installation order for the 1st of June was placed and accepted. This one regrettably slipped past those checks and didn't flag that "This location has an in-flight installation order with another ISP. You may not place an order for this address.", hence the error was only picked up on the 13th of June when we made an activation follow-up.
Again, my sincerest apologies.
Kind regards,
AM
On behalf of Supersonic, I am here to apologise for the inconvenience we caused you with regard to the delay in the installation. We regret that this case slipped past our turnaround time and appropriate checks are being implemented.
From our understanding, an activation/installation order for the 1st of June was placed and accepted. This one regrettably slipped past those checks and didn't flag that "This location has an in-flight installation order with another ISP. You may not place an order for this address.", hence the error was only picked up on the 13th of June when we made an activation follow-up.
Again, my sincerest apologies.
Kind regards,
AM
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ajbasson A's updateReviewer Update
09 Jul 2022, 12:36Good Day
I fully understand things slip and get missed. However if Supersonic picked up the error on the 13th and informed me the same time, I might still have an account. I only received this info later, I then contacted Vumatel via Facebook and they told me Supersonic needs to log a request for circuit release, then they can resolve it. I informed supersonic of this on the 23rd of June. Its 10 days after supersonic realized the issue and when I found out about it.. Still the request for circuit release was not logged, I kept checking in with Vumatel as well and they told me no tickets been logged. After a few days, that is when I took the decision to cancel the line and install a new one. Both other ISP's I deal with have a hassle free system in place for changing address. And they kept me in the loop. I did not have to keep calling them. Its also done via online platform. Suppersonic perhaps needs to look at tech support and a more user friendly online self service platform.
Regards
Anton
I fully understand things slip and get missed. However if Supersonic picked up the error on the 13th and informed me the same time, I might still have an account. I only received this info later, I then contacted Vumatel via Facebook and they told me Supersonic needs to log a request for circuit release, then they can resolve it. I informed supersonic of this on the 23rd of June. Its 10 days after supersonic realized the issue and when I found out about it.. Still the request for circuit release was not logged, I kept checking in with Vumatel as well and they told me no tickets been logged. After a few days, that is when I took the decision to cancel the line and install a new one. Both other ISP's I deal with have a hassle free system in place for changing address. And they kept me in the loop. I did not have to keep calling them. Its also done via online platform. Suppersonic perhaps needs to look at tech support and a more user friendly online self service platform.
Regards
Anton
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ajbasson A's update09 Jul 2022, 12:36
Reviewer Update
Good Day
I fully understand things slip and get missed. However if Supersonic picked up the error on the 13th and informed me the same time, I might still have an account. I only received this info later, I then contacted Vumatel via Facebook and they told me Supersonic needs to log a request for circuit release, then they can resolve it. I informed supersonic of this on the 23rd of June. Its 10 days after supersonic realized the issue and when I found out about it.. Still the request for circuit release was not logged, I kept checking in with Vumatel as well and they told me no tickets been logged. After a few days, that is when I took the decision to cancel the line and install a new one. Both other ISP's I deal with have a hassle free system in place for changing address. And they kept me in the loop. I did not have to keep calling them. Its also done via online platform. Suppersonic perhaps needs to look at tech support and a more user friendly online self service platform.
Regards
Anton
I fully understand things slip and get missed. However if Supersonic picked up the error on the 13th and informed me the same time, I might still have an account. I only received this info later, I then contacted Vumatel via Facebook and they told me Supersonic needs to log a request for circuit release, then they can resolve it. I informed supersonic of this on the 23rd of June. Its 10 days after supersonic realized the issue and when I found out about it.. Still the request for circuit release was not logged, I kept checking in with Vumatel as well and they told me no tickets been logged. After a few days, that is when I took the decision to cancel the line and install a new one. Both other ISP's I deal with have a hassle free system in place for changing address. And they kept me in the loop. I did not have to keep calling them. Its also done via online platform. Suppersonic perhaps needs to look at tech support and a more user friendly online self service platform.
Regards
Anton