ISP Reviews by roamin2011

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!