Supanet

Yesterday I read that both the MD and the Sales manager have stated that Supanet is an 'Ethical ISP'. That may or may not be the case.
When I joined them several years ago, I was very pleased with the service despite the fact that it seemed that whenever I had a problem it would be sorted out but a new 'Order Confirmatin' ie a new contract, would generally follow. This did not bother me because at that time I was happy with the service provided and didn't know any better. It was rather slow (1.8) but to be honest I wouldn't know the difference. Staff were easily accessible and time after time helped me sort out problems.
Today I'm a bit more alert and was quick to spot at the beginning of a new contract last December, that there were hidden charges that I hadn't been told about. Two 'collection fees' of about £1.50 each and an AV package at £2.49 particularily annoyed me. However, the thing that is most upsetting are the mistakes made by the Billing department. Yesterday I discovered that an extra £1 had been charged in Feb, Mar and Apr of last year. Also in April an addition £4.99 was charged and although it was credited after my complaint, they sent me a new Order Confirmation. I complained that I didn't want a new contract and my original one was reinstated. In August another £4.99 was taken from my account and when I complained, I was told that a letter had been sent out informing customers of this new 'Router Insurance'. I never received such a letter. Again after a complaint the money was credited.
In October, another letter didn't arrive this time informing me that an increase of £2.11 in my line rental. I only found out about this increase when I checked my online account.

So what do I think about Supanet. The CS might still be as good as it was in the early days but they are not so easy to contact. The Sales department ever so pleasant when you are discussing a new contract are much less so when you feel that you have a genuine complaint. There always seems to be a breakdown in communications between Sales and Billing and if my account is anything to go by, their actual billing leaves a great deal to be desired.
One positive note. When I checked the speed yesterday I discovered that it had gone up from 1+ a few weeks back to 6+ now. I have no doubt that Supanet is an ethical ISP but a lack of openess and shioddy billing, have sometimes given me the wrong impression. Would I go with them again? Not a chance!

I have been with Supanet for 6 years we are a low user but are paying for 8mgb download speed currently getting 1.85Mbps and 0.3Mbps uploads.

Service has become more and more flaky over time.

Customer service non existent I find all of their staff abrupt.

I've been with Supanet for about two and a half years.

It's been "not bad" in that time, but I had low expectations since we're "out in the Styx", so the speed (around 1Mb) was more than I expected.

When things have gone wrong they have been entirely clueless and mostly unhelpful, occasionally not for lack of trying but mostly not.

Recently I've been having routing problems that result in me not being able to access some websites (msn.com for example), these appear to orginate with Supanet. One email to support ten days ago magically (coincidentally?) fixed the problem, though I received no reply. The same problem has now recurred, no reply to my email but no fix either now.

It seems to me if you don't want much out of an ISP then Supanet might be ok, more than that and it's a clear case of "cheapest is not necessarily best".

Just signed up to the forum and thought I'd write a quick review as requested.

I've been with Supanet for around 5 years and have found the service and customer support to be generally good.

I'm typically getting between 3.6mb/s and 4.04mb/s, that's plenty for general web browsing and low resolution YouTube videos, though the BBC iPlayer and ITV player tends to stop and start a lot.

Up until last year I was paying £9.99 a month for 30GB. The price was then increased to £17.99 a month. I phoned them up to say I was thinking about leaving and they reduced it to £15.99.

The internet connection is usually very reliable though I occasionally find I cannot connect to the internet. This only happens once every few weeks. A message appears on the screen saying invalid username or password, even though my user name and password haven't changed. The problem seems to sort itself out after an hour or two. Maybe they're doing some kind of maintainance work?

Would I recommend Supanet? Yes, though you might find other ISP's can offer the same quality of service for less.

SUPANET www.supanet.com

Crapnet more like !

I have been with this company 3 months.

I am paying for an 8MB connection and am only getting 2.8MB ( previously got 6.5MB with last provider )

Secondly, I had no connection last week so phoned tech support who went through my computer with a fine tooth comb.

Call was charged at 50p a min and lasted 13 mins

No problem found, I was told to restart my router and if I still had a problem to call customer services - which I did !

THEY told me there was a problem with BT and no customers could connect.

They refused to refund my support cost of over ?6 and I have had no reply to my official complaint

TODAY a week later - no pop3 email from 8.20 this morning when I first tried

Problem is still ongoing at 15.50 some 4 hours later

WHY ARE THESE PEOPLE ALLOWED TO GET AWAY WITH IT ?