SUPERSONIC'S ABSOLUTELY DISGUSTING SERVICE

I took out a Fibre package with Supersonic and was, at first, pleasantly surprised with the service and assistance provided. Unfortunately, this would not last.

I had my fibre package for around 15 months before logging a ticket to relocate the fibre package as I was moving apartments. After not receiving any feedback on my relocation ticket I decided to call Supersonic and ask them how tue relocation works. I was informed that I had to cancel my current package and take out a brand new package at the new location. Why offer a relocation option if I have to cancel and take out a new package in any case?

It was only after asking for an upgrade to my package that I was able to relocate without having to cancel. Unfortunately this is where Supersonic's service fully fell apart. After moving into the new location and having the fibre setup on the new package, I noticed that I was still only receiving the lower speed from my original package. I attempted to log a ticket but was informed that this would be resolved in due course.

Two months later, and many further calls and tickets logged I was still not receiving the upgraded speed I was now paying for. Eventually the even the tickets I was logging were being closed and "resolved" with no feedback or solution from the technical supprt teams.

I decided to cancel my contract with them as it was clear they would not be fixing my speed issues any time soon. I had been paying the higher rates of this new package for 3 months whilst still receiving the old speed - I may as well have not upgraded.

It was only halfway through my notice period that they suddenly wanted to fix my issue. Unfortunately, they were still not able to resolve me issue and canceled my contract at the end of the notice period. At no point did a technician get dispatch or did someone from Supersonic call me to assist me with my issues. Even after 20+ tickets had been logged for the same issue.

I am now being charged a cancelation fee on a package that I never technically recieved AND I have to courier their router back to them at my own cost. ABSOLUTELY DISGUSTING SERVICE, I will never recommend them to anyone.