Supanet Reviews

The worst internet provider! often my speed was 0.10 or even disaperd for good few mins everyday, i was paying every month 28 pound for the slowest internet speed ever, i spend extream ammount on calling them, they never helped and blamed it on my phone line. when i wanted to cancel it they said i will have this speed with any provider i go to. however, i have a perefct speed now and its also cheep, what a shame i didnt took it before i called supanet. It takes ages to get in touch with them, everytime i have wrote an email to them the reply was not on a topic hardly answerd any of my questions. I havent even realized when the price went up so much, they havent even told me before the changes with my billing started. when i rang them first time and started the contract with them i started the contract for 12 months (like most companies do) when i got fed up of the horrible service i was reciving and wanted to cancel it i have found out the contract is for 24MONTHS! now i need to pay nearly 300 pounds for canceling the contract because of their foult! Be careful before you even think about calling them.

After unexpectedly changing out mobile usage limit from the previous unlimited contract without notification when my wife called to ask for a new modem as the old modem was not working, we ended up incurring very expensive broadband charge three times the £7.50 contracted rate. Following protracted correspondence with their customer service department they agreed to tie me into a 18 month contract for £5.99 a month but started charging me £6.49 a month, I complained and they agreed t0 refund the overcharge but this never happened but to add insult to injury they increased their monthly charges to £7.99 a month. On enquiry they explained that their costs had gone up and I could do nothing as this was in the small print of their contract (on their website). If you are happy to go with a internet provider that consistently let their customers down, overcharge and try to con them at every turn, where you have to wait ages to speak to customer services team and after you have spoken to them wonder why you ever bothered, these cowboys are the ones to go for. Enjoy!

I had what I thought was a 12month contract with this supplier, the monthly cost was £9.99 then without my knowledge they increased it to £12.99 + £2.79 for a anti virus that I had not asked for. I tried to cancel after the 12months but was told it was actually an 18month contract, therefore it would cost me over £130.00 to cancel, they took the cost of the anti virus off and I told them I would pay the monthly rate till I could cancel, they gave me the date of 3rd February to cancel!!!
Guess what happened when I phoned them on 2nd February. The contract was a 24month one and it would cost me £90.10 to cancel, I am 72yrs old and I'm afraid that I was so upset that I paid this ammount to be rid of them. Had I have left it till July to cancel would it have gone up to a 30month contract. To add insult to injury the service has not been used since the beginning of September 2014.
Please do not use this company, it could cost you a great deal of money. Take this advice from someone who has been there, I feel like I have been mugged and robbed.

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.

Supanet is a company that will never let you cancel without some sort of payment whether it be due to them or not.
They have hounded us for, what they term as, a late payment fee when all fees are up to date. They even tried to charge us for putting the router back I to stock when we paid for the router in the first place. BUT why is there a re-stocking charge OR is this just another way to get a parting payment from you ??
I would not touch this company with a barge pole and God help you if you get involved with them

I joined Supanet many years ago when they had just started out and signed up to an all-inclusive broadband contract for £7.99, this then increased to £9.99 as they added a AV charge (without my knowledge). Service was not great, the web service is probably par with 90’s browsers, which I put up with. Gradually the bill started to double and treble at times, I rang them to complain as I was on an unmetered tariff and got some money refunded to me. A few months ago I noticed that the charges had again started increasing, I spoke to their customer service team members on numerous occasions who said I had signed up to a new contract capping my usage to 15 Gigs. Why would I agree to such a deal in the first place? I explained that I had signed up to no such deal and asked the lying toe rags to prove it. They said they did not have any paperwork and there was a verbal contract in place and then had the nerve to offer me a contract at a much lower tariff for a 2 year period!. I said I was going to make a formal complaint in writing which I have done so. I will take this cowboys to court if I have to as their behaviour has been nothing short of shoddy. They have lied to me, as far as I am concerned, obtained money from me under false pretences and wasted my time! Avoid making the same mistake as I did by trusting them to take the correct money from my account!

Well , I too have had issues with supanet over the many years I've been with them, but I'll tell you this, every one was addressed personally , and just recently they have done me a great deal , another year of great service, they are in business to make money, so stop winging about prices , just speak to them as you would expect yourself to be treated, I'm a right funny git, and yet I have been treated well , I'm not a supanet employee , I'm just a joiner from stoke, so keep it up supanet, thanks again

At last a ISP that doesnt block any of my favourite websites!! been with sky then bt but they to blocked my u.s tv streaming sites and sites i use for downloading stuff and still increase my bills every month.

My tecchy mate told me to try a smaller broadband company as they dont have to block sites like piratebay, kickass and project free tv so jumped to supanet after seeing a review about this. So far so good, streaming with minimal buffering but at least i can get value for my bloody money! i have recommmed to my mates who are also suffering having broadband you cant do anything with, hope supernet can stay strong and recognise people only pay for broadband if they can use it the way they want to.

Joined Supanet in the early days of broadband as they were good value, after about 8 years I noticed the bill going up. It was only then I was told my usage was capped at 15G,not unlimited as I was led to believe. During a call to see what deals were available I discovered my contract had been renewed during a marketing call, they claimed confirmation had been sent by 1st class post; why would an ISP send confirmation by post when E-mail is available. Why would anyone renew a 30day rolling contract for a 12 month one with the same t’s and c’s? All other correspondence from Supanet had been by email. A copy of the new contract was eventually received by email.

A few months after the contract was renewed (and whilst still unaware of the fact) I had another marketing call saying my bb contract was due for renewal, when I questioned this I was told that they were trying to get everyone onto new contracts!!
When I called for my MAC code, and to give notice, I took the precaution of recording all calls. The person I gave my notice to seemed surprised, as he claimed the deal I was on was one of the best deals on the market!!. Had to chase up my mac code but did get it on the 6th day after requesting it. Moved to Plusnet fibre bb, service transfered in a matter of hours!! Then had a 3rd notice for overdue payment ( despite not being sent a 1st or 2nd demand) from Supanet after being told no further payment was due.

Originally Supanet.com was pretty good. An uncluttered home page and free web mail service that became my first choice of use. However, for all the same old reasons (money) they decided to charge to retain use of my email addresses. At the time it seemed wise to pay with almost all my contacts familiar with @supanet.com as part of my identity!
Over the last couple of years supanet's service has declined rapidly.
Although the home page is always accessible, it's now so full of adverts you have wait a while for all this crap to load and this often interferes with UI performance & enjoyment - it's like clicking onto a minefield & with the wrong move it can often become messy so you often end up closing your entire browser and clearing your cache before starting over with more caution! This is frustrating if you have other useful webpages open at the time having to search your history etc.
On the email front - be warned! Their web-mail service is too slow & unreliable and with little support. It often goes down leaving you at the log-in page. You can access your account (pointless really) to check you are not going insane with passwords, but at least you can get a list of telephone numbers they answer with a recorded message telling you what you already know - the webmail system is down and they are looking at it. Great, but this message forgets to say - we haven't really got a clue when it will be back on and don't care, that's why this is an recorded message!
That said, I have got through once to find out all my email addresses had been mixed up with another account - great!

In brief, you pay £10 per year for an average product & poor service. I'd rather obtain a free (& reliable) service like my partner has had for over 10 years with no problems. If I can get to speak to someone before my subs are due in 11 month time to cancel, I'll move on...