1 reviews | Active since Aug 2011
Support refusing to log or investigate line fault
I have used the support at Supersonic a few times since being a customer and it has always been amazing. The Whatsap service also worked really well.
Last week we had a Fibre provider issue in the area. I notified Supersonic of my connectivity dropping and they did a quick check and let me know that it has been logged with SADV and they are working on it.
Last light the internet dropped again and my CPE now has 2 lights instead of the usual 4(The same as every other time the Fibre line had issues with provider). I attempted to log the call with Supersonic but the support agent is refusing to troubleshoot or log a Fibre fault. They keep asking me for photos of the router. I am at work and would love to have internet at home when I get back. I tried logging this call just before 6am when I first messaged them. It is almost 11am and the fault is not logged.
Support now expects me to wait till I get home, probably around 6pm, then take a photo just so they can see what I have been trying to tell them. Then only log it with SADV? This is pathetic and totally useless.
The service and broadband lights must be on, if they are not its a fault on the vendor. I see why they were reluctant to log a fault as you only specified that 2 out of the 4 lights were on, hence the request for a picture. They very thorough and must go through all the troubleshooting before logging a fault.
Apologies that we could not log the fault on your word, there is a process that support is required to follow.
Thank you for your patience.
Bright regards,
The Supersonic Team
The service and broadband lights must be on, if they are not its a fault on the vendor. I see why they were reluctant to log a fault as you only specified that 2 out of the 4 lights were on, hence the request for a picture. They very thorough and must go through all the troubleshooting before logging a fault.
Apologies that we could not log the fault on your word, there is a process that support is required to follow.
Thank you for your patience.
Bright regards,
The Supersonic Team