Supanet Reviews

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...

Supanet is ok, it's not great but not all bad either. I have been with them for nearly 2 years and not faced any major problem. The speed is usually between 3-6Mb, which is ok for my usage. I am told it depends on how far I am from the exchange and it can not be more than that unless I am connected by Fibre. The customer care is average. Had to be on hold and transferred few times before I was connected to the person who could fix my problem with the connection, but thankfully the problem was sorted out.

i have been with supanet for years and they were not too bad--but i have not a good word to say about them now--iam "disconnected"umpteen times a day-they add other services to my account and as other people have stated,keep you hanging on the phone for ages- in fact the more i read about them the more scared i feel.should i phone for a mac code or just cancel ?

I will try to be dispassionate about this review, however hard that may be.

I was with Supanet for more than 10 years, and whist the service was OK during this time, there were a number of things I was unhappy about. They changed my contract without my agreement, added anti-virus charges that I hadn't agreed, and we're pretty hopeless when I wanted technical support.

When I gave notice according their Ts & Cs I was five years out of contract, but they still want a £60 "disconnection fee" even though I am not asking for a transfer or MAC code.

I STRONGLY urge you not to enter any contact with this company who treat loyal customers so appallingly. They tell lies. They are dishonest in their transactions, and they are unbelievably bullish and aggressive.

I hate the fact that they haven't the basic human decency to terminate a 10 year contract on good terms.

I strongly suspect that what they are doing is illegal. It is certainly grossly immoral, and I don't know why any company would behave so atrociously. They seriously deserve not to be in business with such an appalling attitude.

There are bad reviews for all ISPs, but please, believe me when I say you should, nay must, steer clear of this grossly dishonest company.

Don't say I didn't warn you!!

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 ?

I have been with these guys for about 3 years. Within that time the service was appalling. I moved from the 1mb package to the 8mb service with the promise all these problems would be fixed. After that things got even worse with download speeds of 200k with ping times of 200 and connection drops every 30 minutes or so. This went on for 3 months with the complete idiots blaming everyone but themselves. Then on the day of my cancellation Supanet admitted it was there network and the problem could not be fixed. I cancelled immediately and am now facing a ?200 bill for breaking contract. Please do not use for your own insanity.