WIFI connection

Since the beginning of January, my Wi-Fi service has not been working. I contacted Supersonic at the time and was asked to provide pictures of the router, which I did. I was then informed that a ticket would be logged and that I would be contacted for further assistance.

A full week passed without any follow-up communication, and the issue remained unresolved. As of today, it has been two weeks with no internet service. When I contacted your support team again, I was informed that the ticket had been assigned to a contractor, but no resolution timeline was provided.

Due to the prolonged outage and lack of communication, I requested a cancellation of the service. I was then advised that the cancellation would only take effect in March, as it requires one month’s notice, and that a cancellation fee would apply. This is the first time I have been informed of such a fee, as no prior communication regarding this policy was shared with me.

Despite having no service for the past two weeks, I have already paid for this month’s installment. I am therefore requesting a refund for the two weeks during which the Wi-Fi service was unavailable.

I would appreciate your urgent assistance in resolving this matter and confirming the refund process.