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Rizwan V

1 reviews | Active since Feb 2016

03 Feb 2023, 15:47

Pathetic service from Tech Support.

I have FLTE with Supersonic for almost 2 years now. At first I was getting about 20mbps upload and download speeds on a good day (off-peak time) and maybe 8-10mbps peak-time. I moved the router around inside my house to get better reception and the speed improved.

Over the past few months MTN put in a new tower in the area and 3 months ago my internet just stopped connecting so I called Supersonic and explained and they made me reset my router and internet connected again and my download speed also improved to between 30-50mbps but my upload speed dropped from 10-30mbps to 1-3mpbs. I have been complaining constantly about this issue and every time I call, they make me reset my router to factory defaults. This means I have to redo the setup which includes WiFi settings, passwords, Mac filters and port forwarding. For 2 months now I have done this over 10 times yet my upload speed has not improved. The technicians go through the same process and end up telling me it's "best attempt" service with FLTE and they cannot guarantee speeds and ask me to keep an eye on the speeds and call them back if the problem persists.

This is unacceptable because I was getting better speeds, my download speeds have improved so why is my upload speed capped? I have an uncapped, unshaped account and I am at the peak package with Supersonic. Unfortunately I cannot get Fibre right now due to complications with the complex I reside in. This is my last resort to get some kind of resolution from this company. I have recommended package from this ISP to many of my clients but seems like I personally will be moving away from them and stop recommending them to anyone.

Supersonic, get your act together and provide decent support.

0
Replies (2)
Supersonic
Supersonic 's reply03 Feb 2023, 16:43
Official
Good day, Apologies for the inconvenience we have caused you as your internet service provider. We totally understand the frustration we are causing since everything is done digitally these days. High levels of load shedding and load reduction have added additional strain on network stability and availability. Battery back-up systems generally take 12-18 hours to recharge, while batteries have a capacity of about 6-12 hours, depending on the site category. Constant outages therefore have a direct impact on the performance of the batteries, while theft of the batteries themselves means replacements need to be installed. Network coverage is lost if we do not have batteries or they have not had sufficient time to recharge. The majority if MTN’s sites have backup power but frequency and severity of outages mean those batteries are unable to sufficiently recharge. We are doing all we can to limit the impact on our customers. Please be assured that keeping you connected is our priority.
RV
Rizwan V's update03 Feb 2023, 17:16
Reviewer Update
Isipingo Beach, Durban has been except from Load shedding since August 2021. The problem with my upload speed started a year after the fact. This has nothing to do with load shedding. This is just garbage service. If I can get 50mbps download speed then why 1mbps upload speed when there is no load shedding to speak of? Hiding behind the load shedding excuse is a way to avoid responsibility.

Currently while writing this response my speed test is reporting 28ms Ping, 41mbps Download speed and 3.86 mbps upload speed. This is absolutely unacceptable. I stream, provide Tech Support to my IT clients and play online multi-player games. With 1-5mbps upload speed, you are not only hindering my entertainment but my work also.

If you cannot assist me telephonically, send a technician out. The reason I am not asking for a technician is because you have a R900.00 price tag on a call out. So when a client is calling you over 2 months continuously, do you not think to yourself, maybe we should send a tech out and check. Do you never check your records to see how often a client has called regarding the same issue?

This kind of service is the reason company like yours will shut down sooner rather than later.