Written on: 09/06/2012
As I have neighbours who have been with Supanet for 6 years and just left them I have been looking around the internet to see what others are saying about them.
My neighbours signed up 6 years ago and at that time had about 7mbps average and unlimited downloads. As pensioners new to the internet and computers they did not do very much, about a couple of hours a week on average. Over the next 5 years they got an annual call from Supanet to ask if they were happy with the service and they said they were as nothing seemed to them to have changed. Without realising it Supanet had reduced their mbps to between 2.9 and 3.1 and their download limit to 2meg.
My neighbours did not realise this but had noticed that everything was very slow and they couldn't open a second web page without closing the first one. They thought it was their laptop at fault so lived with it for a few months before mentioning it to me. When I checked I couldn't find any problems with their laptop but discovered the reduction in the broadband quality. When we rang Supanet they couldn't give any explanation and waffled on about providing faster speeds if they pay more and get a wireless router, they said just buying a wireless router would improve the speed.
We asked for a MAC code and that made the person in Supanet very, very angry. Shouted at us and stated that we couldn't get better broadband or cheaper anywhere else and that they, Supanet, could give us BT Infinity cheaper than BT would. We said we did not want this, just the quality we expected for the price being paid but as we could get the same quality we were getting from Supanet for a fraction of the price elsewhere we wanted a MAC code, They then stated that my neighbours were on an 18 month contract with 10 months still to go and would have to pay a £39.99 cancellation fee. We said we wouldn't be paying them any more money and demanded a MAC oode. After much more shouting by Supanet and some very rude comments from them I refused to have further conversation with them. The MAC code arrived a few days later and was passed to BT who offered a far better service which included anytime calls and a wireless router for much less than Supanet's broadband only.
Since then Supanet has sent a bill for £193.88. After the conversation demanding the MAC code the next thing we did was cancel the direct debit to them so they don't get another penny.
I have disputed the bill and demanded proof of the 'contract' that does not exist - there was no verbal contract entered into and no emails or normal mail mentioning any contracts so the onus is on them to prove the debt, not me to disprove it.
I have sent them an 'Account in Dispute' letter as this money is not owed to them and they are not going to bully, intimidate or scare my neighbours into paying it. If they want to go to court over it I say 'bring it on' I shall be delighted to see any official documentation proving the existance of a contract as I know there is not one so anything claiming to be a contract will be forged or faked.
It seems to me that most people seem to pay them just to get rid of them even though they don't owe the money, this has resulted in them continuing with their bullyboy tactics as they know they get away with it - not this time though!
Man up out there and stop being walked all over by these bullying cretins!