SUPER ****

To Whom this may concern.

Our account number is S*** Melissa Sutherland

I'm not one to complain about much. But when something starts to affect my personal well being I need to say something. Below is a detailed day to day explanation of my dealings with Super Sonic.

Day 1 Friday 3rd July: WIFI is disconnected, red LOS light starts flashing on our white Huawei router which is connecting the fibre to our Zyxel router.

Day 2 Saturday 4th July: We call Super Sonic and get directed to the tech team who then did a troubleshoot with us, to which the problem was not resolved and got told that a ticket needs to be issued in order for someone to come to our house and sort it out. No ticket number was ever sent, neither was there an email. This call was about 8 am in the morning.

Day 3 Sunday 5th July: We call Super Sonic again and told them that a ticket number was meant to be sent to us. They then put us through to the tech team who insisted we do another troubleshoot (wasting unnecessary airtime) only to get the same results. Once again we got told that a ticket number needs to be issued. we received a ticket number ***) and was told that someone would be in touch with you to come to the house.

Day 4 Monday 6th July: We phone Super Sonic again in the afternoon because no phone call was made to us neither was there an email sent. On this call, we wasted about R110 Airtime being hopped around to the tech team to the customer service and back again to the tech team. after all this, we get told that Octotel is our contact and we need to call them and that they would give us the number to call.

Day 5 Tuesday 7th July: We sent a message to Super Sonic asking for the number again they were supposed to supply us for Octotel to which no response. We called Super Sonic again and they gave us a completely different ticket number. (CAS-117638-K2L4VO)

Day 6 Wednesday 8th July: Still have not been contacted this is now more than 48 hours after the ticket number ***) was supposedly issued. We emailed Octotel to find out what the problem is and they told us that they don't have a line in our complex (Queens Gate, Woodstock) even after Super Sonic said that they were the fibre suppliers. After writing a complaint on HelloPeter we received an email from Super Sonic asking for our account details, in this mail we were told that someone would get in touch with us regarding this issue. No phone call was ever received from Super Sonic.

Day 7 Thursday 9th July: We call Super Sonic once again and speak to customer service who then put us through to the tech team again who wanted to do another troubleshoot with us, after telling them that we have done this countless times. I tried to get a supervisors number so that I can sort this out but got given the incorrect number from CUSTOMER SERVICE!! I mean honestly.

Day 8 Friday 10th July: We followed up via email and phone call, on the email they confirmed that they will sort it out that day. I called and the same thing happened as did on Thursday. At about 3-4 pm that afternoon I received a phone call from Super Sonic saying that a technician would call me before COB, but no phone call was received.

Day 9 Saturday 11th July: Sent a WhatsApp message did not even get a response from the robot Zanele.

Day 10 Sunday 12th July: No wifi

Day 11 Monday 13th July: We called SuperSonic and told them all the issues we've had and managed to get someone come out to the house at about 15:30 pm That day. After battling more than a week to get someone to come to the house we got told that Huawei needs to come in and sort the issue out. leaving us another week without wifi, working from home and using data. now we are struggling to get the right contact number to find out if our case is even logged.

Day 12 Tue to Thu 13-16 July: STILL NO CONTACT

Now can you please explain to me how a customer that pays R749,99 every month get dealt with service like this? you have lost my trust completely and will certainly not be recommending this service to anybody. We are in a pandemic. Millions of people are working from home and this should be your priority to keep people connected at all times. My Partner has to buy 2GB of data every day because there is no wifi and it is not her companies responsibility to keep her connected. I've lost income due to your lack of service, I've had to postpone very important business meetings because you guys cannot do your job properly.

Somebody needs to be held accountable for this!

Please can you have a supervisor or manager contact me ASAP