WORST SERVICE

I am extremely dissatisfied with Supersonic’s service and lack of technical support. I have experienced a prolonged fibre outage due to a faulty Fibre ONT, and despite numerous support requests and follow-ups, the issue remains unresolved.

The LAN port on my Fibre ONT is clearly faulty. Supersonic initially claimed there were no issues on their side, so I carried out extensive troubleshooting myself. My router works perfectly when tested on a neighbour’s ONT, the LAN cable is fully functional, but when connecting either my router or laptop directly to my ONT, no LAN connection is detected — my devices report the cable as “unplugged.” This strongly indicates a failed or non-responsive LAN port on the ONT, which is provider-owned equipment.

I have logged multiple support tickets:

I also phoned technical support on 5 January and was promised resolution within 72 hours. No one contacted me. I called again on 7 January and was told the issue was marked urgent and that a technician would contact me within 48 hours. Once again, nothing happened.

As of today, 12 January 2026, I have been without a working internet connection for twelve consecutive days, yet I am still expected to pay my full monthly subscription. This is unacceptable. My home security system and automated gate rely on this fibre connection, meaning Supersonic’s failure to act has created a real safety and security risk for my household.

Nearly half a billing month has passed with no resolution, no technician, and no meaningful communication. Supersonic’s lack of accountability and urgency is shocking.

I do not believe customers should be expected to pay for a service that is unusable.

Based on this experience, I cannot recommend Supersonic to anyone who values reliable internet or responsive customer support.