Voted ISP of The Year? LOL!

Overall Experience = 2/10

Anyone that deals with Supersonic or wants to deal with Supersonic can expect zero to minimal assistance with their issues. The company is great with marketing purely because it is "powered by MTN" but do not be fooled. This is SmartVillage in a nutshell. I have been a customer with them for over 4 years. They cannot assist you technically, with your billing nor with anything from a general perspective.

Billing Scenario: During the September 2019 period I have noticed on the website that my complex is eligible to receive up to 200mbps line speed. I have seen this on the website. I am currently on a 20mb line @R849 and would not mind an upgrade to a 50mb line @R995. I call into the Sales Department and the lady allows me to upgrade and says from the 1st of October I will be upgraded to a 50mb line. No problem? Well - That was Flag #1 because she had no knowledge of her products. I've spoken to a few technical people prior as well and they all said the same thing that I am eligible for a 50mb line.

Come the 1st of October I am still on a 20mb line and the reason for this is because the complex infrastructure cannot allow for more than 20mbps. So I call in immediately requesting for a downgrade so that no charges get incurred. I speak to 5 different people and they all tell me that it has been downgraded and that I will not be charged for it because I am not getting that line speed.

I usually get my statement around the 25th of every month so that I know what amount will go off the debit order (which is the 1st). No statement has been emailed. Come the 1st of November an amount of R1884 is deducted from my account. I have been charged for both a 20mb line and a 50mb line (R995 +R849). Surely I am not eligible for the R995 charge? So I call in, wait for an hour because they are not customer centric, eventually speak to someone and request a refund. She agrees with me and processes the refund. Three weeks later I have used their Whatsapp mechanism and received no help. I've called in and received no help and the last interaction which was Monday (27 November 2019) The lady tells me that my new statement will reflect a charge of roughly R1550 (Notice I still have not received a statement via E-Mail for this month and no refund). So now I am double billed twice, no one wants to help me sort this out. I keep getting told "We will E-mail you shortly" and "we will call you back now". So it is okay then for this company to ***** money from their clients and leave them helpless? It is almost the 1st of December and I can expect another double bill deducted from my account.

It is unfortunate our complex is limited to only make use of Supersonic. If I had the choice I would not pick them at all. I urge ALL clients to understand what they are getting themselves into when dealing with Supersonic. Your internet is stable, some of the time, but when things go south then no one wants to make the effort to assist their clients.