Paying Since December With No Internet – Still Not Connected

Item: Supersonic
Rating: 1
Author: Faith M

I moved to a different unit in the same building and requested my internet to be reconnected in the first week of December 2025. Today is the 21st of January, 2026, almost 2 months later, I am still without service.

Since December, I have endured endless calls, repeated promises of installation dates, and constant reassurances - none of which have been honoured. Despite this, billing has continued for a service I am not receiving.

Receiving a generic “welcome” message quoting a 7–10 working day (sent on the 12th of January,marking this the 8th day ) installation timeline is unacceptable when this issue has been ongoing for at least 2 months.

This is poor service delivery and a complete lack of accountability.

I am requesting:

A confirmed connection date

I am posting this publicly in the hope that it finally receives the attention it should have received long ago.

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Replies (1)

Faith M's updateReviewer Update

30 Jan 2026, 18:11

My issue was ultimately resolved by the fibre installation company, Frogfoot, who requested the black box details from my fibre box and immediately confirmed what I had been telling Supersonic all along.Frogfoot apologised for the inconvenience and remained engaged until the matter was fully resolved. Their professionalism and willingness to listen made all the difference.In contrast, Supersonic never apologised, repeatedly closed tickets without resolving the issue, and was quick to issue an invoice the very next day despite the prolonged service failure. The lack of accountability and customer care was extremely disappointing.I would recommend Frogfoot without hesitation, but I will never recommend Supersonic to anyone I know.

Faith M's update30 Jan 2026, 18:11

Reviewer Update