Subject: Urgent Complaint – Internet Down After Unauthorised Fibre Box Replacement (***)
Subject: Urgent Complaint – Internet Down After Unauthorised Fibre Box Replacement (***)
Dear Supersonic Team,
I’m writing to lodge a formal complaint regarding the extremely poor service I’ve received today.
This morning, a Vumatel technician arrived without any prior notice from either Vumatel or Supersonic. No one was home at the time, and my elderly mother — who was alone — allowed him in. He replaced the Vumatel fibre box and left shortly afterwards. Since then, our Internet connection has been completely down.
We work from home, and the outage has caused serious disruption to our business operations. Everything was working perfectly before the fibre box was replaced — we never requested or authorised this change.
I have now called Supersonic twice: • On the first call, the customer care agent put the phone down on me without calling back. • On the second call, the representative refused to give me her name, was unhelpful, and also hung up when I asked for the complaints contact. She told me to email info@supersonic rather than complaints@supersonic.
To add to this frustration, I also contacted Vumatel directly. They informed me that maintenance was being carried out and that we could be without Internet for up to five days. This is completely unacceptable — there was no prior communication from either Vumatel or Supersonic, and such an extended outage has devastating consequences for a household that depends on a stable connection to run a business remotely.
In today’s world, allowing an unannounced technician access to a private home is not only unprofessional but also a serious security risk. The complete lack of forewarning has already had — and will continue to have — a severely negative impact on my business.
Given the circumstances, I expect Supersonic to take full accountability and to credit our account for every day we are without service. Furthermore, I would like immediate assistance to restore our connection and an explanation for how this unauthorised maintenance and equipment replacement were carried out without notification or consent.
Kind regards, Antonella Dési Reference number: SST836544