Super-nightmare

Here's a very abridged version of my terrible ongoing experience with this ISP:

I was due to move into my new house on 29 November 2019. There was an existing Frogfoot fibre connection with the ONT already installed, so I figured getting my fibre service up and running should've been a fairly quick and painless process but I was horribly mistaken.

Regrettably, I signed up with Supersonic based on their top SA ISP Ranking. I placed my order on 18 November then heard nothing further. Technicians from Frogfoot arrived at my house unannounced on 2 December. Fortunately I was at home at the time to let them in. They seemed to have no clue what they were supposed to do and had no idea who Supersonic was. I arranged with the technicians to come back on 6 December, then contacted Supersonic to let them know what happened and asked them to liaise with Frogfoot so they could do the router installation on the 6th as well...no response. Frogfoot arrived on the 6th as scheduled. I called Supersonic to find out what was happening on their side but they were closed for their year-end function.

On 10 December, I called Supersonic to cancel my order so I could sign up with a new ISP. I was totally frustrated at the lack of response to my calls and WhatsApp messages...nobody was managing this process from their side. I placed my order with my new ISP on 12 December and was told that it would take a couple of days for Frogfoot to migrate my fibre from Supersonic to them. I got my router from my new ISP a week later but also got a call from Supersonic asking when they could deliver their router. I told them my order was cancelled...they said they didn't have the cancellation on their system but would log it then. On 23 December I called my new ISP to find out why my service wasn't activated yet and was told that Frogfoot still hadn't received the cancellation from Supersonic. Apparently there's a shared ISP Portal that all the providers use and Frogfoot now had two different orders for me, so they couldn't do anything until the original order was cancelled. After multiple further calls to Supersonic I finally spoke to lady named Michelle this afternoon, while writing this review, to say that she would ensure that my order is cancelled and send me confirmation when it's done. I'll wait and see...

In summary - my customer experience with Supersonic has been terrible. With an existing fibre connection, a month went by and I still wasn't activated, then it's taken three weeks to try to cancel my order. There's no ownership or management of the order process on their side, which eventually led me to cancel my order in the first place. Their WhatsApp help line is practically useless and getting through to their call centre is a nightmare. They might be the top-ranked ISP in terms of network performance but their customer service is terrible. I can't imagine having to go through all this again with faults, account queries, etc. Judging from the other reviews I've read on this site, it seems like practically all the ISPs are equally bad in this regard but if you're considering signing up with Supersonic, you have been warned.