I wish to add my recent experience to those already in this thread. Towards the end of May, I had a threatening letter from Q Collect, the debt collection agency which is part of Supanet, stating that I had not paid my monthly subscription and, therefore, owed £273. This was quite a shock as I moved from Supanet to another ISP on Jan 1st 2018, after I had experienced unsatisfactory service from Supanet. This was the sudden arrival, in November 2016, of many Spam e-mails each day, about half being of an unsavory nature and the rest being an invitation to invest money, no doubt into some dodgy scheme.
I answered the letter explaining all this and had a reply that, because I had not followed the correct procedure for cancelling my contact with Supanet, my account was, still, open and that is why I, allegedly, owed this amount. Incidentally, the amount appeared to consist of 17 months unpaid subscription, plus £10pm for 'late payment', plus a further charge. In other words, it was a quite outrageous amount
However, when I decided to change, I could not find any mention in the literature I had received from Supanet of the procedure to adopt, so I did what I would do in similar circumstances, I cancelled my DD. It did the trick as, a fortnight later, I ad a phone call about the matter. I told the called that I had experienced problems and decided to change my ISP and, so, I was no longer using Supanet as my ISP. Naturally, I assumed this would result in cancellation of the contact, but, apparently, this did not happen. Hence the threatening letter and the subsequent ones in reply to my complaint about the handling of the matter. Incidentally I have, subsequently,, browsed the Terms and Conditions posted on the Internet by Supanet and there is no mention of a procedure for Cancellation of Contract! Don't they expect anyone to want to leave Supanet!! It appears that other past customers have found the same problem.
I got so worried abut the matter that I sent details of my experience to Ofcom and have received a reply in which they mention the normal complaints procedure. So, I have, also, written to the Complaints Dept. of Supanet, but have not had a reply, yet. And, if necessary, I may deal with situation by the other methods suggested by Ofcom.
As there are well over 100 other people in the same situation, as browsers of this forum will find out, and many of them are in a lot worse situation than I am, I am hoping that a lot of them will, also, complain to Ofcom and that, as a result, Ofcom will take legal action to deal with this dreadful situation and, also, insist on Supanet compensating those who have paid what they have, allegedly, been told that they owed. We shall see, but I am not holding my breath!