Worst ISP ever!!!

This is the second time that I have to write a review because of the poor customer service and help from Supersonic.

We moved from Kempton Park to Secunda at the end of June 2022. After having loads of problems with Supersonic service and performance of our fibre in Kempton Park we considered terminating our contract with Supersonic and moving away from them. While we used Supersonic in Kempton Park we were using a MTN line. We contacted Superonic and they said that they don't have a MTN fibre line in Secunda and that we would have to move over to a Vodacom. Because I work from home, I needed fibre as soon as possible and it looked like staying with Supersonic will be the fastest way to get our fibre up and running in Secunda. We asked if there would be a penalty or extra costs involved with this and they told us that there won't be any extra costs involved. The property we moved into was only temporary until we could find something else. When they installed the new vodacom Fibre in Secunda we continued to use the same router but they gave us a new vodacom Fibre box.

At the end of November we moved out of our apartment in Secunda as the unit had been sold. We contacted Supersonic to do a relocation to our new apartment for January. After being promised that our Fibra would be activated within 2 weeks, we had to fight another week and it ultimatly took 3 weeks to get our Fibre up again. So we did not use any fibre during December and January.

When we moved into the new apartment in Secunda there was already a vodacom Fibre line and we simply needed to get our old fibre activated. When the team arrived to activated our fibre (after 3 weeks) they wanted to replace our other vodacom fibre box that we received 6 moths ago when we moved to Secunda. When I asked them if they can't just use the old one, they said yes they can but it is quicker and easier to just put in a new one and get it activated. I asked them if this would cost extra and once again they said NO. After we have been on the phone with customer service more then 10 times over the past 6 months, nothing was ever mentioned about added costs or extra payments that will be added to our account.

Two days ago on the 25th of April our Fibre went down. When we called to find out what is wrong we were informed that we have to pay R3800 for payments that had not been made and that they have turned it off(2 days before a long weekend without any phone call or email with a warning or to find out what was going on and whey these bills haven't been paid). When we requested our statements for the payments that had been missed we saw that there were 3 extra charges. R1000 when we relocated from Kempton to Secunda and R2600 (R1600 and R1000) when we relocated in Secunda (2km from where we were). Total of R3600 for the 2 relocations, after they confirmed two times that we would not be billed.

We were told that our fibre would not be switched on until we make a payment of R3800. We asked to speak to a manager or someone that could actually assist us (not the person sitting at home, answering calls and just logging tickets) and were told that we will receive a call within 15 minutes. 2 days later we still haven't received a call from anybody and still without fibre. We also sent emails to there accounts team without any feedback. This company certainly doesn't have a care in the world for there customers and there customer service.

We will be moving away from Supersonic as soon as possible and won't be recommending them as an ISP to anyone. This is the worst service I have ever receive from a company.

Working from home and relying on internet to make an income, this makes it rather difficult to continue struggling and being loyal to a company when they simpy don't care.