Terrible fault reporting service.

Hi,

I called for a fourth time and Ofentse Moilwa assisted me. I was told that I must pay upfront for a new router and that they will send one shortly. I have been trying to pay, but the reference number that I must use to make the Eft is not listed on the quotation - I have used the number on the invoice, my account number and my name - but none of these are being accepted. I bank with Standard Bank. Please advise what reference number I must use.

Ofentse told me that since the alarm light is green - the fibre box is OK - is this correct?

These are the reference numbers I have used - but that haven't been accepted:
Antonella Desi
SS***
SSQ-00120

this is incredibly infuriating - I have been on the phone and trying to sort this out since 8am!!!!! What a waste of my time - honestly the WORST service of all time!!

I was on my way to pay for the new router at a bank, as I could not pay via EFT because Standard Bank would not accept the reference number that I was told to use - my account number or my name. I called Supersonic to find out why and if there is an anterior reference number for Standard Bank - they said no. I phoned Standard Bank and they said that it was an incorrect reference number. as such, I was during to the bank when Ofentse called and said please turn around and go and test a cable on your router. I told him that I woudl take about 15 minutes to get home, and that he must call me back then and we can test the cable. I waited for over an hour for Ofentse to call me, and when he didn't I decided to return and go back to the bank to pay for the router. En route to the bank again - Ofentse called, and I told him that I was too far from home to turnaround. He called my son and tested the cable with him. As we knew from Thursday already, and as I had explained all 4 times that I had reported the fault - our router and our fibre box are faulty. I paid via immediate payment using my account number as a reference and emailed it to the email that sent me the invoice, and cc'ed Ofentse. I am expecting that after 6 days without an internet connection, a technician will be sent with a new router to my home first thing tomorrow. Please can you ensure that this happens.

I have spent my entire day trying to resolve this issue. I spent yesterday morning on the phone trying to resolve it as well, and I spent a good part of Thursday to resolve this matter. My fault login was cancelled twice. The third time I reported it, nobody bothered phoning me back. The fourth time, Ofentse helped me - but made me run around town and wait for his call literally for hours. I am utterly in shock and disbelief at the service I have had with regards to this - what was actually a simple fault. It was no mystery what the issue was - I reported it as such on Thursday, on Monday, and twice on Tuesday. The level of rudeness, and disregard is unbelievable. If I do not have the internet repaired by tomorrow, I will be cancelling my subscription with Supersonic. Unbelievably bad service - really frustrating!!!!