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cancellation of supashiteway(supahighway)

<Justin>

Guest
After months of trying to cancel my Supashiteway account,having to use AOL to send and receive email from supanet customer report due to a total inability to log in without a failed connection or invalid username or password error.I was given an email address of someone on the supanet.announce forum that could help me on my quest to be rid of supanet once and for all.I sent an email and received a reply within two days telling me what I wanted to here,That I could cancel my Supahighway account and not have to pay up for the full twelve months and that I could be transfered back to supasurf or one of their alternative packages so I would not lose my email address.She blamed the connection problems on BT saying that they have to have a contention ratio of at least 15-1 or more on their leased lines to make them profitable and that is what causes the congestion on the lines.She has assured me that she has contacted customer services and that they will get back to me on the subject,It has been a week but no contact from them yet but I remain optimistic and just in case I have sent her a reminder tonight.I will let you know how I get on as I know a lot of people are in the same boat as me.
the email address is as follows -alice.morrison@supanet.net.uk
or
alice.morrison@internexusgroup.co.uk
 

<MATT>

Guest
i've just cancelled my D/D with Supashite today actually... best thing i ever did. 20-30 attempts to log on/trying to connect to the point of failure/ignored e-mails, the list goes on. i'm not going to feel guilty about cancelling my subscription to such a crap service, they dont live up to thier name. they are complete & utter shite & can whistle for thier money HA! HA!
 

<Deborah>

Guest
Originally posted by <Justin>:
<strong>After months of trying to cancel my Supashiteway account,having to use AOL to send and receive email from supanet customer report due to a total inability to log in without a failed connection or invalid username or password error.I was given an email address of someone on the supanet.announce forum that could help me on my quest to be rid of supanet once and for all.I sent an email and received a reply within two days telling me what I wanted to here,That I could cancel my Supahighway account and not have to pay up for the full twelve months and that I could be transfered back to supasurf or one of their alternative packages so I would not lose my email address.She blamed the connection problems on BT saying that they have to have a contention ratio of at least 15-1 or more on their leased lines to make them profitable and that is what causes the congestion on the lines.She has assured me that she has contacted customer services and that they will get back to me on the subject,It has been a week but no contact from them yet but I remain optimistic and just in case I have sent her a reminder tonight.I will let you know how I get on as I know a lot of people are in the same boat as me.
the email address is as follows -alice.morrison@supanet.net.uk
or
alice.morrison@internexusgroup.co.uk</strong><hr></blockquote>
 

<Deborah>

Guest
Originally posted by <Justin>:
<strong>After months of trying to cancel my Supashiteway account,having to use AOL to send and receive email from supanet customer report due to a total inability to log in without a failed connection or invalid username or password error.I was given an email address of someone on the supanet.announce forum that could help me on my quest to be rid of supanet once and for all.I sent an email and received a reply within two days telling me what I wanted to here,That I could cancel my Supahighway account and not have to pay up for the full twelve months and that I could be transfered back to supasurf or one of their alternative packages so I would not lose my email address.She blamed the connection problems on BT saying that they have to have a contention ratio of at least 15-1 or more on their leased lines to make them profitable and that is what causes the congestion on the lines.She has assured me that she has contacted customer services and that they will get back to me on the subject,It has been a week but no contact from them yet but I remain optimistic and just in case I have sent her a reminder tonight.I will let you know how I get on as I know a lot of people are in the same boat as me.
the email address is as follows -alice.morrison@supanet.net.uk
or
alice.morrison@internexusgroup.co.uk</strong><hr></blockquote>
 

<Deborah>

Guest
As I understand it, you were not able to connect to the site as your account had already been terminated as requested. You were lucky this was allowed, as you had entered into a 12 month contract and strictly the company could have held you to this.
The supahighway is an excellent value product for certain types of users e.g. those who need to connect during the daytime - for example homeworkers, housewives, young children, students, business people. However, it was obviously not the right package for your needs and I guess you were trying to connect at peak times i.e. after 6pm in the evening and at weekends.
There will be congestion at these times as has been explained to you, as supanet buys in the service from BT, as opposed to running it across their own network. As they buy this one in, in order to make it even marginaly profitable, there has to be a high contention ratio. And most people are trying to get online in the evenings and at the weekends. This is not the case with all other supanet packages, which operate on a strong network with excellent connection rates.
It's pretty much the same story with all unmetered packages from other ISPs. At least supanet is open about its contention ratio - other companies won't even tell you what theirs is. And you just have to be more careful about which package to choose. supahighway is a good deal - you just have to be a certain type of user.

Originally posted by <Justin>:
<strong>After months of trying to cancel my Supashiteway account,having to use AOL to send and receive email from supanet customer report due to a total inability to log in without a failed connection or invalid username or password error.I was given an email address of someone on the supanet.announce forum that could help me on my quest to be rid of supanet once and for all.I sent an email and received a reply within two days telling me what I wanted to here,That I could cancel my Supahighway account and not have to pay up for the full twelve months and that I could be transfered back to supasurf or one of their alternative packages so I would not lose my email address.She blamed the connection problems on BT saying that they have to have a contention ratio of at least 15-1 or more on their leased lines to make them profitable and that is what causes the congestion on the lines.She has assured me that she has contacted customer services and that they will get back to me on the subject,It has been a week but no contact from them yet but I remain optimistic and just in case I have sent her a reminder tonight.I will let you know how I get on as I know a lot of people are in the same boat as me.
the email address is as follows -alice.morrison@supanet.net.uk
or
alice.morrison@internexusgroup.co.uk</strong><hr></blockquote>
 

janeto

Casual Member
yes deborah but as seen as most people who do use these packages like me want to log on at peak times as i work during the day and use it sometimes at weekend ,and cant and so am paying for a virtually unusable service .i try at least 20 to 30 times everyday and then most days get knocked off after 5 mins and have to go through another 20 to 30 tries to get back on only to be cut again am i getting a service and i use the word service loosely as its more of a diservice i call it being ripped off actually because thats what it is .There is nothing wrong with my line as i can connect with bt which i have to use because i cant connect with supanet and theres nothing supa about it im paying £12:99 for nothing basically and this is what people have been complaining about the service stinks :mad:
 

janeto

Casual Member
This is not strictly in peak times either i have this trouble off peak to and my lines fine as i can stay on bt without getting cut for 2 hours so whats the next excuse for the poor service
<img src="confused.gif" border="0">
 

justin

Member
<Deborah>
Unregistered said -

As I understand it, you were not able to connect to the site as your account had already been terminated as requested. You were lucky this was allowed, as you had entered into a 12 month contract and strictly the company could have held you to this.
---Snipped at this point--

First things first, I would like to know how you have details of my last telephone converstation I held with Supanet customer services, as I most certainly did not mention in my post the reason I could not recently connect was because my account had already been cancelled.
The fact that I had emailed and telephoned on numerous occasions before that to complain about connection problems seems to have slipped your mind. Conveniently you can only recall the one occasion that works in your favour.
The fact is regardless of the time of day, I used to have connection problems.They never went away,they just got ridiculously worse during peak times.
And with regards to the fact that The company could have held me to my twelve month contract,My local C.A.B. told me that I only had to proove that supanet could not provide me with an useable service ,then I would legally entitled to contest the contract.This works particularly well in my favour when limitations or alterations are imposed or contractual terms altered from the original contract without a extended period of notice given to myself(normally one month),during which I have the right to refuse to accept the new terms or changes and cancel at that point.I was not warned that the service would be restrictive during normal hours and therefore unuseable for myself.Supanet failed to continue to provide me with service of sufficient standard as described in their T.A.C.
Simply Put,If you get into a taxi and the wheel falls off after one mile,you are not legally bound to stay in that cab even though the driver insists that he can get you to your destination safely.
They(C.A.B.) also suggested that if the service is as bad as described that a complaint should be made to T.O.F.T. to help future subscribers being misled into paying for a substandard service.

With regards to your pathetic excuse that supahighway would suit certain people better ,ie. housewives or students,I am sure that if you went to the marketing manager at supanet and proposed a change in target audience promotion to the ones you propose,I guarantee that he would kick your ignorant ass out the door before you finish the sentence.Try it and see,I beg you,I would be interested in hearing the outcome of the conversation.

Finally Supanet have not always been honest about their contention ratio causing a problem.
Initially I was told by the technical support line that there was a problem with the servers and engineers were looking in to it and give a week or two and the problem would be resolved.
It seems today that after all the flak that BT is getting over their leased lines in the media,it all seems a little too convenient that supanet suddenly blame them for the problems.

Simple answer,lease more bandwidth from BT,install more servers,put a bloody engaged tone on the line if the lines are full,at least then the dial up connection can recognise it and hang up and re dial (you could then walk away and make a cup of tea when trying to connect)

I would like to just say one thing at this point -
Thanks god for AOL it may cost a little more than Supahighway and may be a little clumsy and ugly to use, but I connect every time(regardless of time of day),never had a dropped connection and the news and email servers always work.

I still Have not received my Written confirmation from supanet that my account has been terminated,It was only brought to my attention during that aforemntioned phone call to customer services that by the way ,I initiated.

Deborah,
If you do work for supanet customer services as I suspect, I pity you.I you don't then I pity you even more for believing their crap


:mad:
 

<Richard>

Guest
If Deborah does work for Supanet, and it looks like she does, doesn't the fact that she took 3 attepts to post a message speak volumes about Supanet's knowledge of computing?

I am stuck with this monster until the end of May. I keep sending complaints about the service and threatening to cancel. They always reply saying there is no problem, they are the best and they never mention my requests to cancel. On one occasion they said "no you can't" but every other time they have ignored it.

They are still advertising for more subscribers. If they advertised it as a daytime service (and I have no problems during the day) that would be acceptable. If they would allow us to leave before a year then a lot of us would and the service would be better for the remaining subscribers.

I also have odd periods of a few days when I get connected no problem. Why is this? What is different? I had no bother over the xmas period, whatever the time. Just when I am thinking maybe they are sorting things out it all goes tits up again.

Why don't they give you the engaged tone, my modem would keep trying on its own then. As it is I have to stay at the PC to click "connect" every time it fails to connect.

The Service Status page always says all is well. At least Freeserve used to keep you up to date with their attempts to improve the service.

I have asked Supanet all these questions countless times but their replies bear no relationship to my emails. Perhaps I will get a direct reply on here as they seem to spend more time reading this than providing a service.

If anybody from Supanet is reading this can you tell me the address of the NEWS server cos it certainly isn't the one the disc installed.
 

<Matt>

Guest
Originally posted by <Deborah>:
<strong>
It's pretty much the same story with all unmetered packages from other ISPs. At least supanet is open about its contention ratio - other companies won't even tell you what theirs is.
</strong><hr></blockquote>

This is complete and utter nonsense. After leaving Supanet, i signed up with Freeserve and have had no problem connecting at any time.
Credit is due to Supanet e-mail though, its pretty good.
 

The Rock DJ

Member
do wot i do, boy cott them, i haven't paid a penny to them in what must be 6 months.

they aint getting another penny outta me and they can take me to court for all i care. i wont be giving them anything.
 
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