View Full Version : Ive made a big mistake :(
I have just started a new 12 month contract with Supanet.
The service went live on the 9th and was a migration order and the service has been absolutely rubbish.... worse than what Pipex was.
See this thread:
http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=supanet&Number=3002611&page=0&view=expanded&sb=5&o=0#Post3002611
Ive called them numberous time on their premium rate number.... their guys in india dont even know what ping or interleaving is.
Their UK support is also just as rubbish... no call backs or nothing.
Can anybody think of someway I can cancel with them so i can move to ADSL24?
There are too many happy customers on here and its making me feel ill :(
I want to be one!!! :'(
Sorry - looks like you are stuck. Do they not give you a cooling off period?
If it was that pants why did you subscribe to another 12 months? :(
Have you examined their Terms and Conditions policy to see what their view is of not providing the service you are paying for? If you can get them on this, then you might have a chance, but it won't be easy :(
Their terms and conditions have pretty everything covered.... apart from the dont state that pings will be high and the service is unsuitable for online gaming..... and that it doesnt say anywhere that they were going to block access to other smtp servers unlike my old ISP.
Ive called their 50p a min phone number several times... this just goes through do India and they dont have a clue what ping even means.
Their UK support team have promised me call backs for 3 days running.... and ive got nothing.
I migrated to them from Pipex (billing disputes). My service with Pipex was fine... but with Supanet its an absolute disaster.
My line stats:
DSL Connection Details
DSL Line (Wire Pair): Line 1 (inner pair)
Protocol: G.DMT Annex A
Downstream Rate: 8128 kbps
Upstream Rate: 448 kbps
Channel: Fast
Current Noise Margin: 3.0 dB (Downstream) 25.0 dB (Upstream)
Current Attenuation: 36.8 dB (Downstream) 23.0 dB (Upstream)
Current Output Power: 19.7 dBm (Downstream) 11.9 dBm (Upstream)
DSLAM Vendor Information: Country: {0x0F} Vendor: {ALCB} Specific: {0x00}
PVC Info: 0/38
My BRAS profile is currently 6500kbps.
This is a Speedtest done a few mins ago:
Date 16/05/07 23:10:53
Speed Down 839.39 Kbps ( 0.8 Mbps )
Speed Up 365.33 Kbps ( 0.4 Mbps )
Port 8095
Server speedtest1.adslguide.org.uk
Thought of reading your contact? If they offer such a poor service then maybe they are in breach of the contract?
Superstrat
18/05/2007, 18:51
Nailz,
I got away from Pipex Homecall after a month by writing several emails and finally writing a formal letter of complaint highlighting that the product had been mis-sold to me.
I.e. how they described their fair usage policy did not reflect the detailed facts (which were not published up fron). They also decribed the package as 'great for on-line gaming' (the main reason I went with them) but I wasn't able to on-line game because the connection was consistently poor.
Whatever you do don't breach the contract at your end - don't cease payment. I even considered paying Pipex off and then pursuing a refund (with costs) through the on-line small claims court but fortunately it didn't come to that.
If the service is not living up to your expectations jot down why on a piece of paper. Then look through the advertising blurb that first caught your eye. Match this to the reasons you purchased the product and then ask yourself 'has the reality lived up to what they claimed it would be?'. If it hasn't you may be able to make a similar case yourself.
Good luck!
Dont worry Nailz I have a solution!
*ta da!*
http://www.ispa.org.uk/complaints/page_40.html
Here is a complaint form its simple to use. (If your ISP is listed) all I did was write details of poor service about my ISP. This included Poor speeds, Random disconnections and failure to amend my problems
Ok what you write? Just explain how long you been with thier service and what they promiced you would get when you signed up (Was it good in the past? and now given your poor service)
Now describe your actual service Poor speeds, Poor connection, Random disconnections.
If you have called the ISP about your problems write down in detail how many times you called (if you remember) and what was done.
If nothing was done or no improvement was provided. Ask your ISP for MAC code.
IF your ISP denied you with a MAC code for free because your in contract, explain in the complaint form you was promiced whatever you was promiced and describe that there not giving you this service which is very unreliable and that you dont deserve to pay for a MAC or continue with thier contact.
Just add any other problems you had.
And send. (with your details)
In 5 working days your get a call from ISPA or your ISP providing you a MAC code FREE of charge because the ISPA will sort them out.
This method worked for me (I was with Orange they try charge me over £200) any problems PM ME!
GOOD LUCK! and hope you can join a better ISP in the future *wink wink nudge nudge*
Its got to be worth a try hasn't it
Definately give it a try, but Supanet may also claim that you haven't given them reasonable chance to sort it even if you feel you have. Keep pestering them and log everything, then after a month (looking at your first post it looks like you are still in your first month) if they haven't attempted to sort out and there's been no improvment, fill in the form.
davey.lad
29/05/2007, 13:04
this is all interesting reading considering my own circumstances...
I moved home recently (4th May) and arranged with Sky to switch my service to the new address. I was told that to do it they need to place a cease on the existing service then when that was completed I had to call again to re-place the order for the new service.
the cease was requested on 27th April and I was told by BT wholesale that my new line would be free of adsl tags (from previous occupant) on 11th, meaning I could place the order...
that date came and went, and after countless phone calls to sky and countless excuses they still hadn't activate my line... and said they couldn't because of "my account status is not quite what it should be" ! I'd been given 3 dates as to when I would have my service... when the third date came and went (24th May) I decided to bite the bullet and place an order with ADSL24 - which was painless and is due for activation on 4th June.
Trouble is, I called sky to tell them to forget it... and they started waving the old "you signed up for 12 months" stick at me and told me I may be liable for costs etc. I claim they fooked up and effectively "reduced the level of service... and disadvantaged me by this" - which is their legal blurb which entitles me to end the contract. Thats my feeling at least.
I'm just gona sit quiet for now, enjoy my ADSL24 service (hopefully) and let sky make the next move... in which case the information here may come in very helpful.
As a service provider how would ADSL24 react to someone taking the same stance and given the same circumstances ? Would they let it go or get the lawyers out ? (if you did 12month contracts of course)
They arent a member of ISPA :(
Carry on complaining you never know if you get high enough , someone is bound to care eventually, just keep it politie and eventually you'll get somewhere
Its way beyond that now.
BT came out last Monday to test the line, they logged into BT's network bypassing Supanet and did a throughput test, everything was perfect. As soon as we logged back into Supanet, it was rubbish.
On Tuesday I chased it up with Supanet as to why nothing else had been done after BT came out, they said I would get a technical callback by the end of the day. I had nothing.
On Wednesday I chased and expressed dissatisfaction, they then proceeded to say that there was nothing more that they can do. I then phoned the cancellations line to reiterate what the "techie" said and they said there are no notes on their system to suggest anything like that was said. I was then promised another callback before 8pm that evening. 8pm came and went.
On Thursday I phoned their cancellations line again who stated that they did try to call me back to say that there was no fault which I said was absolute rubbish and was once again promised a technical callback for them to confirm that they were unable to provide the service adequatly and to put those notes on the system. 8pm come and went again, no call.
On Friday I was furious and explained the situation to about 3 different people who then said they would review the case and get back to me before 8pm. Heard nothing.
Then this morning as you can understand im livid. I've kept cool with them but its getting real difficult. I phoned them whilst sat in traffic, explained the entire situation to a person on the cancellations line, and he said "In my opinion we arent providing you the service and you are entitled to cancel, however I will need to speak to the account holder".
My partner is the account holder so I agreed with that person that if I got her to call and confirm her security details then we could take it from there as she is very very busy. He said yes.
20 minutes later my partner calls them and they tell her that there are no notes to that effect and started giving her an earful and technical nonsense and kept her on the phone for some time, getting her in trouble at work and causing her to get rather upset. She managed to give Supanet the authority to do anytihng on the account, which they accepted.
I then phoned them back, and got back to the SAME person I spoke to this morning who said I could cancel (he even admitted to remembering who I was) and he had an absolute earful. He then totally changed his story and said all I could do was put in a cancellation request but I will be liable to pay the remainder of the contract. Wouldnt put me through to any form of manager, but was promised a callback from a manager within the hour. That was over 3 hours ago.
I am seriously getting f****d off with them and thinking about cancelling the DD and taking it to small claims court / citezens advice
When this happened to me with Toucan, to quit the contract i had to pay the remainder, so like i was 2 months into my 12 month contract so had to pay the remaining 10 at once to cancel and get a MAC. So it worked out 10x £14 to cancel my contract, check and see what yours will be.
I'm 1 month into the contract at £20 a month = 11x£20 = £220... so f**k that for starters.
Joeskeppi
29/05/2007, 15:46
Its way beyond that now.
<snip>
Sounds similar to the experience I had with BT when trying to get a phoneline, you could always try what I did and email their CEO, whoever he/she is. Just copy and paste what you put here and ask them why the service is so appalling.
Cant find any details of their CEO and I've asked for them on the phone and they have refused to give me any details.
All ive been able to find on the web is Norman Wellington but I've tried all email combinations possible - supanet.com and internexus but none work :(
As a service provider how would ADSL24 react to someone taking the same stance and given the same circumstances ? Would they let it go or get the lawyers out ? (if you did 12month contracts of course)
You got it in one by your comment in the brackets. ADSL24 will never come up against this problem with customers (or vise versa whichever way you look at it) because you cannot enter into a contract longer than 1 month. Personally I think this should be standard across all ISPs because it forces the ISP to try and keep customers due to a good service, rather than try to keep customers by fobbing them off saying they will have to pay for the rest of their contract before they can leave.
In my view, the way some ISPs treat their customers displays a very short minded strategy, because you do nothing but create a stigma that quickly spreads and these companies will soon be totally reliant on customers who are not aware their service is greatly restricted because all they do is browse casually and don't download.
However, the tides may well start to turn as more of your average joe bloggs decide to watch internet TV or download from on demand film sites and they realise how slow their service is.
Time will tell:D
smartybones
17/09/2007, 15:38
In general ISP's who hook you in to a 12 month contract. (BT are trying to get people on 18 months contracts now) offer poor services. if they feel the need to tie you in and not let you go for the sake of a couple of hundred quid, i think in itself speaks volumes.
There are a few ISP's offering month by month contracts now, more and more each day. which again speaks volumes for the service. if its good they will stay.
actually, I would really be interested to hear how many MAC requests ADSL24 receive each month
Gargoyle
17/09/2007, 20:05
Trouble is, I called sky to tell them to forget it... and they started waving the old "you signed up for 12 months" stick at me and told me I may be liable for costs etc. I claim they fooked up and effectively "reduced the level of service... and disadvantaged me by this" - which is their legal blurb which entitles me to end the contract. Thats my feeling at least.
I'm just gona sit quiet for now, enjoy my ADSL24 service (hopefully) and let sky make the next move... in which case the information here may come in very helpful.
Sky are talking out of their arse here AFAICS.
Not read Sky T&C , but since they have failed to provide the service which they have contracted to do, then they are breach of contract anyway. so ahev no hold on you.
In fact I think you'd have case for taking them to the small claim Court....
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