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| Content | 4.2/10   |
|---|---|
| Reliability | 3.1/10 |
| Customer Service | 2.1/10 |
| Speed Consistency | 1.6/10 |
| Value for Money | 2.7/10 |
| Reviewer Rating | 2.4/10 |
| Overall Rating | 2.4/10 |
By Guest. on 16th Jul 2008
| Reliability | 1/10 |
|---|---|
| Customer Service | 0/10 |
| Speed Consistency | 0/10 |
| Value for money | 2/10 |
| Overall value | 0/10 |
 Guest.'s recommendation | |
Once speaking to an English tech guy getting a problem solved that took three different people passing the blame from dial up to call centres to 50pence a minute line which was all ill advised this all happened while they were supposed to be setting my FREE setup broadband.
They have a very good sales team which you can understand but everything else seems to be in abroad were men tend to shout at you when you can not understand there accent i have been with dial up supanet for 7 years and after a month of being miss treated ill advised and put on a 50 pence minute a helpline which also has people who tended not to understand English, as well as you having trouble to understand them. Don't let them fob you off with this 50p a minute line.
After no problems for 7 years i received many calls on an ex-directory number promising an update to supanet broadband at the same price great. What a nightmare after ending up with the modem being sent out i tried to install only to receive a letter the next day telling me not to do this until 11th June (a bit late) this was the 6th June due to this they then sent me between two 50p lines trying to get dial up back on after 5 Min's the problem according to the call centre 50p a minute line said it should work the call was terminated and i tried to connect to internet , NO it didn't i was going away on the 10th so i told there tech team i would do them a favour and leave it. On the 13th we set up using the call centre FINE but after 20 mins my broadband connection would come up this is disconnecting due to it being idle once again i get thrown from pillar to post but refused to phone a 50p a minute line after again being shouted at and the customer service rep losing his temper i managed to get put threw to English tech support due to the understanding of language the problem was resolved in 2 minutes. BUT that was just the beginning after a couple of good days a pop up appeared with loads of porn i closed it and Microsoft shut my internet down due to spy ware invasion but the modems lights were still working. I rang supanet again who again passed me to the 50p a minute line the first question i asked was this is not a connection problem i don't think because the modems lights are on after 20 minutes he finally agreed and now the modems lights had gone red and problem 633 come up. I went and bought a new laptop with windows vista due to my old computer being on windows millennium i then spoke again to supanet to get my laptop on the broadband package that i was still paying for but unable to access after lots of bother i got through again to English tech who again was very helpful and having listened to all the problems i had in a 3 week period he ordered a new modem due to the one sent to me originally would not work with windows vista. A couple of days later they phoned and informed me basically what he had been told, (he had the common decency to do this off his own back) he couldn't order a new modem due to there being nothing wrong with the old one an he apologized and i felt how embarrassed he seemed to be. I asked the approximate cost when he checked he said about 10-20 pound. I had to order through the sales team and it went up to 45 pound what a brilliant company to there loyal users. We then tried to speak to a complaints team once again sent round the world with different numbers only to get back to the first guy who informed me that it had to be put in writing and sent to head office. The outcome was we tried to get out of the contract because i felt they had not lived up to their end of the contract. I do not mind outsourcing but surely if you are paying 50p a minute someone on the end off the line should understand English and be able to speak it at above pigeon English to below average. I am absolutely disgusted i ended up paying 30 pound to get a new router and still haven't been set up right. What has gone on is ridiculous i am so feed up with their service, and all these 50p a minute lines but no complaint line i wonder why?
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