Having been with Supanet for several years I would now advise people to keep well away from this ISP. Over the last few years their broadband service for me has become next to useless.
Due to my existing 16Mbps broadband package becoming really slow (It was running at 10MBps but started running at less than 4Mbps) I switched to their 38Mbps Fibre Package which according to their sales advisors did not suffer from such slow speeds & ran on BT’s system. How wrong he was!
At 7am in the Morning I can get 37Mbps, by 1pm it’s down to 10Mbps, by 3pm its down to 6Mbps & after 5pm its below 3Mbps & is useless for Streaming Video/Fast downloads or even surfing the web smoothly. I expect some speed reduction around tea time onwards but not below 3Mbps on a Fibre Package. Some nights Speed Tests Done on the BT Wholesale Testing Web site have logged speeds of 0.99Mbps.
I originally complained to Supanet back in April and was told numerous story’s about how there system was being upgraded & each month was told a different date when the slow speeds would be fixed. Now 6 months on its still running slow and I don’t believe a fix by Supanet is even in progress.
I complained to the Ombudsman who investigated my complaint but it seems that as long as Supanet provide me with Broadband above dial up speed (Yes Dial up!) then there is nothing I can do to get out of my contract as it is advertised as an “Up to “ package & also because their terms and conditions state “there is no guarantee the system will be fault free”.
I’ve got 9 months left and can’t wait to switch ISP’s. Don’t be tempted by their low fees.
Time With Provider:
Package Name: