The literal Eskom of ISPs

Before I get into the details, I'd like to mention the main take away... Just stay away from these guys, they are an absolute joke.

I will be requesting a cancellations, finally after giving them so many opportunities to make things right. This last experience has pushed me to the edge as a consumer and I simply cannot be bothered anymore.

Let me start by mentioning, I was a part of the Nepic acquisition where Supersonic bought over the customers Nepic was serving in this area. Right off the bat, we had so many issues with billing and getting things running it was unreal... We pushed through and things were okay, for a while.

Skip ahead and we had so many connectivity issues, instabilities, and just generally bad service for ages. Everytime it ended in me finding some solution to implement on my side due to the lack of assistance from their team. Thanks to what I do for a living I made that work, but that should have been necessary.

Lockdown happened, it came and went and came again. On the 1st of this month Supersonic rolled out the double speed fr Vuma meaning my 20 down became a 40 down. A welcomed bonus to be sure, but not something l asked for, nor expected... Especially not at the cost it came at... By that I mean instead of my 20 becoming a 40, it became a big fat ****** 0...

That night I went to my computer around 8 to play some games, I'd noticed some network congestion, but thought nothing of it.

I launched a game, which is super dependent on a stable connection, and it instantly became apparent... I was having issues...

I restart the router, something I have become use to doing every other day, and tried again. I'd have a connection for around 3o seconds and instantly the dreaded red light would show...

I left it alone, called it a night and went to the lounge. Connection would constantly drop meaning I'd be connected for 30 seconds, down for 10 minutes... On and off, on and off, on and off. All night. It finally resolved itself around 10PM that evening.

The next day I shrugged it all off as a "blip", something that should fix itself.

I go about my day, all day the internet was totally stable. That evening I go sit at the PC around 8PM and get ready for a bit of catchup... 20:01 internet goes down again.

This time I report the issue to customer support. They instruct me to restart the system, I do so. They instruct me to connect directly with LAN, I do so. No difference, the system is down.

I send them pictures and the logs from the router. For those interested the error was ppp2 LCP down. Admittedly I didn't know what that meant so I did a bit of research. Effectively the ISP was failing to handle my connection requests. I can't say more than that as it's not my area of expertise.

Evidently, it's also not Supersonics area of expertise as they couldn't tell me much more.

Again the connection remained down until around 10 or 11PM that evening. I let the agent know that it was resolved. They then proceeded to ask me to send them pictures of the issue... Which I had already done. I laughed it off and thanked the agent for assisting to the degree that they could at that hour. I asked them to get a technician to run tests.

On the 4th, I got an SMS stating they located the issue and it was being resolved, or that it has been resolved, it was pretty vague. Bear in mind from the evening of the 1st, until the 4th, the issue started at exactly 8PM every night... Not intermittently or unpredictable at all.

I was excited, the issue had been resolved, right? Wrong! 8t continued, every night. I kept checking in with support, who told me it was a failure on the SADV BNG which again means nothing to me.

Off I go to do my research, turns out this is kind of like a central point where the allocations are distributed to each client... That made sense to me, pity support agents didn't bother explaining it me.

They assured me it would be resolved, I left it at that and went on my way... Dealing with those same issues every night.

Today is the 10th day... That's a 3rd of my monthly payment wasted on a connection that is virtually unusable in the evening. I'm not getting a 50% discount, even though I'm only getting around 50% usability.

The agents... They try, but they are clearly not in the know, just like me, the client. So it's the blind leading the blind. They keep saying an engineer is working on it.

What is the turnaround? 30 days? That's madness, it's been 10 days... 10 ****** days!

They are the ISP, it doesnt matter if it's a Vuma issue, SADV issue or a burst pipe... I pay them, you would be paying them... They are responsible for fixing the issue, or making sure it gets fixed.

We love in a world, during constant lockdown, being connected allows many of us to earn salaries, communicate with friends and family, and consume content.

The amount paid to them is the amount they agreed on, I agreed on... They expect to be paid, I expect my service to be 24/7 reliable... That's the marketing pitch right?

Look... At this stage, I'm tired. I could go into more details, what I think they could change, why I think they suck at support, who's at fault... But, here's the thing... I'm tired, tired of chasing these guys to take my money and deliver me a service that other vendors have proven can be reliable, at all times.

I don't even care about who's fault this is, I care about a solution and 10 days is just... No, it's not acceptable.

I will be requesting a cancellation this week, they know about it, I have reviewed them on Google business, now here, and I sent them the reviews.

Please, if you are reading this thinking "how bad could it be, this guy is exaggerating", I leave you with this... I've been a customer for years... It's been terrible from the star... Imagine chewing on glass, this is worse, in my opinion.

They are singlehandedly, the worst service provider I have ever dealt with. If you want Eskom for your internet... Use supersonic, otherwise, just find someone else.

Thank me later, I hope it saves someone the headache.