The worst customer service in this country, yes the worst

On Tuesday the 10th of August I logged a fault via Facebook as after upgrading to a 200/200mbps line I have basically had a 3mbps line, (Before this on 50/50mbps I HAD NO ISSUES.

Today, it has been a week, still no resolution to this issue.

Below is the Facebook transcript I have a problem with my connectivity Supersonic Fibre Please send us your account number or ID / Passport number, and some details about your problem so that we can assist you. Supersonic Fibre Thanks for stopping by. Supersonic Fibre Supersonic Fibre We will revert on this shortly Wed 11:37 AM Supersonic Fibre Supersonic Fibre Good morning, thank you for contacting Supersonic Fiber, please explain your query in detail and l can be able to assist. ?WN Wed 12:59 PM You sent Good day, ever since upgrading my line to 200/200 we are having a massive degraded experience You sent Line itsself does not go over 70mbps at best with ethernet cable direct to router You sent S*** Supersonic Fibre Supersonic Fibre Thank you, please send me your LAN speed test from www.speedtest.co.za, thank you. WN You sent Will do Supersonic Fibre Supersonic Fibre Awesome?. WN Wed 8:36 PM You sent You sent That js on lan You sent Wed 9:38 PM Supersonic Fibre Good evening Stefan Lourens Jonck. Thank you for reaching out out to supersonic fibre. Supersonic Fibre Please kindly run a speedtest and trace route via LAN cable and send me a screenshot with the results. Supersonic Fibre Please kindly send me pictures reflecting your router with the lights on, your router serial number, your ONT and ONT serial number so that we escalated accordingly. Supersonic Fibre Warm regards. Supersonic Fibre Supersonic Fibre ATM. Supersonic Fibre Supersonic Fibre Take the following steps to run a traceroute in Microsoft® Windows®:

1. Press Windows key + R to open the Run window. 2. Enter cmd and press Enter to open a Command Prompt. 3. Enter tracert, a space, then the IP address or web address for the destination site (for example: tracert www.lexis.com). 4. Press Enter. Supersonic Fibre Supersonic Fibre Take the following steps to run a traceroute in Mac OS®:

1. Click the Spotlight icon in the Menu bar. Note: The icon looks like a magnifying glass. 2. Enter Network Utility into the Spotlight Search field. 3. Double-click Network Utility from the Top Hit list. 4. Click the Traceroute tab. 5. Enter the IP address or web address for the destination site and click Trace. Supersonic Fibre Supersonic Fibre ATM You sent Supersonic Fibre Thank you. Supersonic Fibre Please kindly run another speedtest via LAN cable and send me a screenshot with the results. Supersonic Fibre Please kindly send me pictures reflecting your router with the lights on, your router serial number, your ONT and ONT serial number. Supersonic Fibre Supersonic Fibre ATM. Thu 9:41 PM You sent You sent What is going on with this network Supersonic Fibre Good day Stefan. Supersonic Fibre Kindly restart both your ONT and your Router by switching the power source off for 1 minute and then back on. Once the units has refreshed kindly do a speed test at www.speedtest.co.za and share the results with us. Supersonic Fibre Supersonic Fibre DK You sent I have done this absurdly many times Supersonic Fibre Our apologies for the inconvenience caused. Supersonic Fibre Supersonic Fibre DK You sent You sent On wifi 6 connection You sent You sent On 1gbps ethernet You sent Supposed to be a 200/200 line Supersonic Fibre Supersonic Fibre Thank you. Please kindly send me pictures reflecting your router with the lights on, your router serial number, your ONT and ONT serial number. You sent Please advise how the serial number in my own personall router would affect this? You sent And how is it possible that you dont have my ont serial Thu 10:22 PM You sent You sent Fri 2:03 PM Supersonic Fibre Good day Stefan. Our apologies for the delay in response. Supersonic Fibre Is the speed problem a general problem or just occurring at certain times of the day? Supersonic Fibre Supersonic Fibre DK Fri 2:52 PM You sent Fri 3:46 PM You sent You sent You sent You sent I have not once seen a speedtest above 60mbps You sent After 4,5 pm every night its 3mbps down and about 30up You sent Packet loss of about 20% in general, these tests were all done with a lan connection Supersonic Fibre Thank you. Supersonic Fibre Kindly allow me to escalate matter. Will revert back with a reference for the escalation as soonest. Supersonic Fibre Supersonic Fibre DK Supersonic Fibre Hi Stefan. Supersonic Fibre I have escalated matter to support to investigate the cause of the problem. They will rectify and restore the connection back to 200/200Mbps. Supersonic Fibre You are welcome to use CAS-783170-X0F4V5 as reference for this escalation. Supersonic Fibre Supersonic Fibre DK You sent Tx You sent Appreciate your help Supersonic Fibre My pleasure. Have a Bright weekend. Supersonic Fibre Supersonic Fibre DK Fri 9:39 PM You sent You sent As i said every single night this is my speed You sent You sent Packet loss Supersonic Fibre Supersonic Fibre I have added a note to the escalation on your speed issue case for support. I sincerely apologise for the inconvenience. BD You sent Sat 10:55 AM You sent You sent Really truly horrible connection again today Sat 3:47 PM You sent Supersonic Fibre Supersonic Fibre I have follpwed up with our support ticket about your pending ticket. I will revert backa s soon as feedback is received. BD Sat 9:00 PM You sent Sat 9:19 PM Supersonic Fibre Supersonic Fibre Good evening Stefan Lourens Jonck, kindly that your case is showing in progress at our support department and that I have attached your latest screenshot to your case. Sun 8:45 PM You sent Supersonic Fibre Supersonic Fibre Good day please hold as we look in to your case for assistance ,DM You sent I cant keep going like this if this is not sorted in 24 hours i will be cancelling my service thanks Supersonic Fibre Supersonic Fibre We apologize for the delay we will get you assistance ,DM You sent Its day 5 now Supersonic Fibre Supersonic Fibre Our support team are still looking into your case we will keep you updated ,DM Mon 6:59 PM You sent So this is my cancellation notice, cheers Supersonic Fibre Supersonic Fibre I understand your frustration and l sincerely apologise for the inconveniences and delays caused. WN Mon 7:36 PM You sent Nope i am done, today during the day connection was fine now at night its useless, clearly network congestion and inability on supersonic side to handle the increase in traffic there is one solution only for me and that is to use a different provider so im out Supersonic Fibre Good day Stefan. Supersonic Fibre Our sincere apologies for the frustration caused. As soon as support rectifies matter you they will inform you. Supersonic Fibre Supersonic Fibre DK 9:19 PM You sent Supersonic Fibre Supersonic Fibre Thanks for messaging us. We try to be as responsive as possible. We'll get back to you soon. Supersonic Fibre Supersonic Fibre Good Evening Stefan, please advise on how I can assist you. Kindest regards JLR You sent Are you kidding me? You sent I have a problem with my connectivity Supersonic Fibre Please send us your account number or ID / Passport number, and some details about your problem so that we can assist you. Supersonic Fibre Thanks for stopping by. Supersonic Fibre Supersonic Fibre We will revert on this shortly Wed 11:37 AM Supersonic Fibre Supersonic Fibre Good morning, thank you for contacting Supersonic Fiber, please explain your query in detail and l can be able to assist. ?WN Wed 12:59 PM You sent Good day, ever since upgrading my line to 200/200 we are having a massive degraded experience You sent Line itsself does not go over 70mbps at best with ethernet cable direct to router You sent S*** Supersonic Fibre Supersonic Fibre Thank you, please send me your LAN speed test from www.speedtest.co.za, thank you. WN You sent Will do Supersonic Fibre Supersonic Fibre Awesome?. WN Wed 8:36 PM You sent You sent That js on lan You sent Wed 9:38 PM Supersonic Fibre Good evening Stefan Lourens Jonck. Thank you for reaching out out to supersonic fibre. Supersonic Fibre Please kindly run a speedtest and trace route via LAN cable and send me a screenshot with the results. Supersonic Fibre Please kindly send me pictures reflecting your router with the lights on, your router serial number, your ONT and ONT serial number so that we escalated accordingly. Supersonic Fibre Warm regards. Supersonic Fibre Supersonic Fibre ATM. Supersonic Fibre Supersonic Fibre Take the following steps to run a traceroute in Microsoft® Windows®:

1. Press Windows key + R to open the Run window. 2. Enter cmd and press Enter to open a Command Prompt. 3. Enter tracert, a space, then the IP address or web address for the destination site (for example: tracert www.lexis.com). 4. Press Enter. Supersonic Fibre Supersonic Fibre Take the following steps to run a traceroute in Mac OS®:

1. Click the Spotlight icon in the Menu bar. Note: The icon looks like a magnifying glass. 2. Enter Network Utility into the Spotlight Search field. 3. Double-click Network Utility from the Top Hit list. 4. Click the Traceroute tab. 5. Enter the IP address or web address for the destination site and click Trace. Supersonic Fibre Supersonic Fibre ATM You sent Supersonic Fibre Thank you. Supersonic Fibre Please kindly run another speedtest via LAN cable and send me a screenshot with the results. Supersonic Fibre Please kindly send me pictures reflecting your router with the lights on, your router serial number, your ONT and ONT serial number. Supersonic Fibre Supersonic Fibre ATM. Thu 9:41 PM You sent You sent What is going on with this network Supersonic Fibre Good day Stefan. Supersonic Fibre Kindly restart both your ONT and your Router by switching the power source off for 1 minute and then back on. Once the units has refreshed kindly do a speed test at www.speedtest.co.za and share the results with us. Supersonic Fibre Supersonic Fibre DK You sent I have done this absurdly many times Supersonic Fibre Our apologies for the inconvenience caused. Supersonic Fibre Supersonic Fibre DK You sent You sent On wifi 6 connection You sent You sent On 1gbps ethernet You sent Supposed to be a 200/200 line Supersonic Fibre Supersonic Fibre Thank you. Please kindly send me pictures reflecting your router with the lights on, your router serial number, your ONT and ONT serial number. You sent Please advise how the serial number in my own personall router would affect this? You sent And how is it possible that you dont have my ont serial Thu 10:22 PM You sent You sent Fri 2:03 PM Supersonic Fibre Good day Stefan. Our apologies for the delay in response. Supersonic Fibre Is the speed problem a general problem or just occurring at certain times of the day? Supersonic Fibre Supersonic Fibre DK Fri 2:52 PM You sent Fri 3:46 PM You sent You sent You sent You sent I have not once seen a speedtest above 60mbps You sent After 4,5 pm every night its 3mbps down and about 30up You sent Packet loss of about 20% in general, these tests were all done with a lan connection Supersonic Fibre Thank you. Supersonic Fibre Kindly allow me to escalate matter. Will revert back with a reference for the escalation as soonest. Supersonic Fibre Supersonic Fibre DK Supersonic Fibre Hi Stefan. Supersonic Fibre I have escalated matter to support to investigate the cause of the problem. They will rectify and restore the connection back to 200/200Mbps. Supersonic Fibre You are welcome to use CAS-783170-X0F4V5 as reference for this escalation. Supersonic Fibre Supersonic Fibre DK You sent Tx You sent Appreciate your help Supersonic Fibre My pleasure. Have a Bright weekend. Supersonic Fibre Supersonic Fibre DK Fri 9:39 PM You sent You sent As i said every single night this is my speed You sent You sent Packet loss Supersonic Fibre Supersonic Fibre I have added a note to the escalation on your speed issue case for support. I sincerely apologise for the inconvenience. BD You sent Sat 10:55 AM You sent You sent Really truly horrible connection again today Sat 3:47 PM You sent Supersonic Fibre Supersonic Fibre I have follpwed up with our support ticket about your pending ticket. I will revert backa s soon as feedback is received. BD Sat 9:00 PM You sent Sat 9:19 PM Supersonic Fibre Supersonic Fibre Good evening Stefan Lourens Jonck, kindly that your case is showing in progress at our support department and that I have attached your latest screenshot to your case. Sun 8:45 PM You sent Supersonic Fibre Supersonic Fibre Good day please hold as we look in to your case for assistance ,DM You sent I cant keep going like this if this is not sorted in 24 hours i will be cancelling my service thanks Supersonic Fibre Supersonic Fibre We apologize for the delay we will get you assistance ,DM You sent Its day 5 now Supersonic Fibre Supersonic Fibre Our support team are still looking into your case we will keep you updated ,DM Mon 6:59 PM You sent So this is my cancellation notice, cheers Supersonic Fibre Supersonic Fibre I understand your frustration and l sincerely apologise for the inconveniences and delays caused. WN Mon 7:36 PM You sent Nope i am done, today during the day connection was fine now at night its useless, clearly network congestion and inability on supersonic side to handle the increase in traffic there is one solution only for me and that is to use a different provider so im out Supersonic Fibre Good day Stefan. Supersonic Fibre Our sincere apologies for the frustration caused. As soon as support rectifies matter you they will inform you. Supersonic Fibre Supersonic Fibre DK 9:19 PM You sent Supersonic Fibre Supersonic Fibre Thanks for messaging us. We try to be as responsive as possible. We'll get back to you soon. Supersonic Fibre Supersonic Fibre Good Evening Stefan, please advise on how I can assist you. Kindest regards JLR Speed Test – Test your broadband Internet speed in South Africa speedtest.co.za Supersonic Fibre Supersonic Fibre Please provide me with your account number and I can ask the our technical department to assist. Kindest regards JLR You sent I HAVE BEEN REPORTING A HORRIBLE HORRIBLE CONNECTION FOR A WEEK NOW NOTHING IS BEING DONE!!!! You sent ABSURD You sent You are welcome to use CAS-783170-X0F4V5 as reference for this escalation.