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Supanet cancellation

Trickytree

Casual Member
I've spoken to the Ombudsman that Supanet is affiliated to, they confirmed that they can't open a complaint until a deadlock letter is filed with them, for which you need Supanet to provide one! So no help from the Ombudsman as yet. I would recommend keeping a copy of any verbal or written threats, and get in touch with Citizen's Advice if you're that worried. There's something strange about the fact all these cases come from a really narrow time frame, I can't help but wonder if someone cocked up?
 

Mark.J

Administrator
Staff member
ISPreview Team
I rang QC yesterday to question letters and inform them I owed nothing, guy got rather threatening saying Id lose my credit rating and so forth, I didnt pay a thing to him said I needed to contact citizens advice but would ring back today (I never rang CA but spoke to a police friend). Today I rang Supanet and questioned the demands. They confirmed that I owed £272, so I requested from them a detailed summary that fully explained the charge and a copy of the original agreement. They apparently are sending one through within 30 days.
In the meantime I received an ansa-phone message from QC with a tirade of threatening abuse saying that the issue had now been escalated, it would be going to the legal department and Id lose any credit score I had and would be black listed for 6 years! Very worried and feeling threatened. If I owed the money I would of course pay but I know I dont and really hacked off that they can make me feel like this.
Harassment is against the rules, especially from a "collection agency" that doesn't appear to be a registered debt collector. If you have those telephone messages stored then keep them as they'll be useful as evidence in your favor.

I highly doubt they'd actually take you to court as a judge seems likely to rule against them. Trading Standards may need to get involved.
 

Mark.J

Administrator
Staff member
ISPreview Team
I've spoken to the Ombudsman that Supanet is affiliated to, they confirmed that they can't open a complaint until a deadlock letter is filed with them, for which you need Supanet to provide one! So no help from the Ombudsman as yet. I would recommend keeping a copy of any verbal or written threats, and get in touch with Citizen's Advice if you're that worried. There's something strange about the fact all these cases come from a really narrow time frame, I can't help but wonder if someone cocked up?
Yes at this point you have to play the game a little as it helps your argument. After all in the eyes of a court if Supanet took 6 years to raise this matter and aren't willing to give you a deadlock letter then it'll look very bad for them.

So just write a deadlock letter to get the ball rolling. Something like this. Remember, if they fail to respond within 14 days or refuse the deadlock then you should be able to go back to the Ombudsman and pursue it.

[Your address]
[Company address]

Dear Sir/ Madam

Ref: [nature of your complaint/reference number]

I am writing with regard to the above complaint. I wrote to you on [date] asking you to do [describe the action you asked them to take] to resolve this complaint.

Your attempts to resolve the problem have not been satisfactory and you claim that there is nothing more you can do to help me.

It appears that we have reached a position of deadlock.

Therefore, I am left with no alternative but to take my complaint to [Ombudsman Services: Communications].

I would afford you one final opportunity to reconsider your position and confirm to me within the next 14 days that you will [describe the action you wish them to take] or alternatively send me a letter of deadlock.

If I do not hear from you within this timeframe I will refer this dispute to [Ombudsman Services: Communications /Cisas] with no further reference to you.

Yours faithfully,
 

Debrob

Casual Member
Update on my last post: during my several calls to Supanet I was given conflicting reasons for the alledged debt, one said that Sky had not informed them of the line takeover in August 2012 even though I explained that Sky have confirmed to me it was an active line takeover using the same telephone number and it was physically impossible for 2 providers to use the same line .. self explanatory you would think and easy enough to check but they wouldn't accept that and were putting all the onus on me to prove it. Another said it was because I was still in a supposed contract when cancelled. Anyway I received a call yesterday requesting my current email address to forward the freedom of information I requested and I insisted the girl take the Openreach and BT reference numbers given to me by Sky relating to the takeover. I also reminded her that as my last payment made was Aug 2012 it was outside the legal 6 years regardless, she said that As I had rang them in Nov 2013 they could use that date .. I argued they could not . She was more helpful than previous advisors and said she would look into it. We'll I just received a call from her saying " good news" we have checked and line ceased in Aug 2012 and will send a letter that I owe nothing .. no mention of being within a contract surprisingly. I think they are just trying their luck and banking on people not keeping records and being frightened into paying. Good luck to all .. feel like billing them for the hours of phone calls but probably no point.
 

steverob

Regular Member
I am not sure where to take this now. We asked Supanet to send us what we actually owe them for and they said we would have it within 30 days. In the meantime QC say they are going to escalate the case and it will go to their legal team. I contacted BT through chat and they confirmed that the telephone and internet was transferred to them on 29th November 2012. I have also found my supanet email name and password which I have not used since 2012 but a bit scared to log in to it just in case they say I have been using it but I am tempted to look for any correspondence that might be on it.
Do you think we should speak to supanet again and tell them that BT have informed us of the changeover date or leave it to see how it goes. It is causing me great anxiety and do not know if I can wait for 30 days.
 

Debrob

Casual Member
I am not sure where to take this now. We asked Supanet to send us what we actually owe them for and they said we would have it within 30 days. In the meantime QC say they are going to escalate the case and it will go to their legal team. I contacted BT through chat and they confirmed that the telephone and internet was transferred to them on 29th November 2012. I have also found my supanet email name and password which I have not used since 2012 but a bit scared to log in to it just in case they say I have been using it but I am tempted to look for any correspondence that might be on it.
Do you think we should speak to supanet again and tell them that BT have informed us of the changeover date or leave it to see how it goes. It is causing me great anxiety and do not know if I can wait for 30 days.
 

Debrob

Casual Member
Hi Steverob, sounds similar to my situation on post above, Supanet told me on the phone what charges were supposedly for although I did get 2 differing replies. If you ring your current provider and ask them for the Openreach ref number and the BT exchange code this is the record of the request at the time for them to take over the line. Tell Supanet to check their back office records using this information. Also the 6 year legal recovery period starts from when you last made any payment to them or from when, and if, you have admitted in writing that you accept that you owe the money. It sounds like they are outside of this so can't take any legal action. You could also ask your current provider to resend the original correspondence they sent you on sign up stating start date and 1st payment collection date. I found they admitted they were wrong on checking the back office and seeing my line had ceased in 2012. They could have seen this easy enough anyway but are just hoping you cave in to scare mongering . Good luck.
 

steverob

Regular Member
Hi Steverob, sounds similar to my situation on post above, Supanet told me on the phone what charges were supposedly for although I did get 2 differing replies. If you ring your current provider and ask them for the Openreach ref number and the BT exchange code this is the record of the request at the time for them to take over the line. Tell Supanet to check their back office records using this information. Also the 6 year legal recovery period starts from when you last made any payment to them or from when, and if, you have admitted in writing that you accept that you owe the money. It sounds like they are outside of this so can't take any legal action. You could also ask your current provider to resend the original correspondence they sent you on sign up stating start date and 1st payment collection date. I found they admitted they were wrong on checking the back office and seeing my line had ceased in 2012. They could have seen this easy enough anyway but are just hoping you cave in to scare mongering . Good luck.
 

steverob

Regular Member
Hi Debrob. Thanks for the information. I have been on to BT and they could only give me the exchange code and not the open reach reference number. They have sent me an email confirming that I have been a broadband and landline customer since Nov 2012. Do you think I am armed with enough information for them to check the back office?
 

steverob

Regular Member
Update: I phoned them again and asked them for a run down of the charges.
They said they were preparing this to send to us. I asked for it verbally and after waiting for some time was told £99 for non return of router (which I think we did return). £30.24 the final bill (which we paid) and a charge of £131.52 an invoice for May to July 2018. I told them we have evidence of being with BT from Nov 2012 and that we have not had any services from you from that date. Where this 2018 figure comes from must be made up. I also told them the last bill we paid was Dec 2012 and so they were over 6 years limit for claiming. They said it was being worked on by the management and would get a phone call within 72 hours. I suspect they will still try to push it. If they do then I will ask for a deadlock letter.
I don't know if this has any relevance but we were paying monthly by credit card and If that has any protection with it.
 

Debrob

Casual Member
Update: I phoned them again and asked them for a run down of the charges.
They said they were preparing this to send to us. I asked for it verbally and after waiting for some time was told £99 for non return of router (which I think we did return). £30.24 the final bill (which we paid) and a charge of £131.52 an invoice for May to July 2018. I told them we have evidence of being with BT from Nov 2012 and that we have not had any services from you from that date. Where this 2018 figure comes from must be made up. I also told them the last bill we paid was Dec 2012 and so they were over 6 years limit for claiming. They said it was being worked on by the management and would get a phone call within 72 hours. I suspect they will still try to push it. If they do then I will ask for a deadlock letter.
I don't know if this has any relevance but we were paying monthly by credit card and If that has any protection with it.
 

Debrob

Casual Member
Hi, Sky were really helpful and gave me the Openreach ref , they told me what to tell them so not sure why BT can't give it you but the email from BT confirming when you went over to them is probably ok . It's physically impossible for 2 providers to use the same line and if you have not changed your telephone number when you transferred then it is called an active line takeover and they have taken over the existing line.Keep to your guns about the 6 year deadline. They didn't ask me for costs for unreturned router but £99 is ridiculous for an obsolete box. They told me they would ring back in a couple of days as well but rang me 9.30 next morning and admitted I was right. I think I was probably too much hassle lol I had asked them to send me all correspondence and emails, invoices , dates and proofs that I had accepted any contracts and contents of all telephone conversations under the Freedom of information act. They have to provide it so it's a lot of trouble for them .Good luck.
 

Debrob

Casual Member
Hi, Sky were really helpful and gave me the Openreach ref , they told me what to tell them so not sure why BT can't give it you but the email from BT confirming when you went over to them is probably ok . It's physically impossible for 2 providers to use the same line and if you have not changed your telephone number when you transferred then it is called an active line takeover and they have taken over the existing line.Keep to your guns about the 6 year deadline. They didn't ask me for costs for unreturned router but £99 is ridiculous for an obsolete box. They told me they would ring back in a couple of days as well but rang me 9.30 next morning and admitted I was right. I think I was probably too much hassle lol I had asked them to send me all correspondence and emails, invoices , dates and proofs that I had accepted any contracts and contents of all telephone conversations under the Freedom of information act. They have to provide it so it's a lot of trouble for them .Good luck.
Oh they also said they have got a new system and can only see so far back so that might have stumped them when asked to provide info from as far back as 2006 so probably gave up.
 

steverob

Regular Member
Brilliant. Thank you very much. If we don't get any luck with them I will hit them with the freedom of information bit.
 

Captain_Cretin

ULTIMATE Member
This is sounding more and more like SN has hired a load of ex CSA staff.
I had the CSA try and garnish my wages in 2014, for supposed failure to pay child support. However they had nothing but a made up amount and caved as soon as I started quoting court reference numbers from 1998.
 

steverob

Regular Member
Another update.
A manager phoned today but couldn't really say what any of the bill was for. He said I have two options. 1. To pay QC the £273 or 2. e-mail the complaints department and ask for a deadlock letter. I said about the freedom of information request and he said they might not have all the phone transcripts going back to 2012. So back to square one. I will e-mail the complaints department and request a deadlock letter and will probably restate that BT have confirmation of the change and that the last payment made was in Dec 2012 and they were chasing a non bill. I may ask for the make model and serial number of the router that I sent back. Has anyone any comments on this as its taking over my life at the moment.
 

Mark.J

Administrator
Staff member
ISPreview Team
You're taking the right approach. Using an ADR via deadlock will cost them.
 
Last edited:

steverob

Regular Member
I e-mailed the complaints dept asking for a deadlock letter yesterday and was expecting a phone call but didn't get one. Today I have e-mailed a statute barred letter to the complaints department and will also send it by registered post on Monday. I just thought its extra pressure from my side.

Dear Sir/Madam

Re:Quick Collect Reference Number:***

Disputed Debt from November 2012

Firstly, no debt is acknowledged to you.

You have contacted me regarding the account with the above reference number, which you claim is owed by me.

Secondly, I would point out that under the Limitation Act 1980 Section 5 the alleged debt is Statute Barred.

The Financial Conduct Authority (FCA) rule 7.15.8 states that ‘a firm must not continue to demand payment from a customer after the customer has stated that he will not be paying the debt because it is statute barred.’

Unless you can provide evidence of payment, written acknowledgement of any outstanding debt in the last six years and a copy of the signed credit agreement, please do not contact me any further.

Should you continue to harass me regarding this alleged debt without providing the documentation required then a complaint will be made to the Financial Services Ombudsman without further notice.

In addition, this letter will be brought to the attention of the court if any proceedings are issued in respect of the above.


My name
 

Trickytree

Casual Member
I challenged this lot after the second demand, using advice from this thread. Pointed out their threatening behaviour and demanded they produce evidence as I completely refuted their claim. Said their unsigned unaddressed letter closely resembled a scam and no way was I ringing a number listed on it. Only comms would be by letter.

I've recently received a proper letter (no name or signature though but addressed this time) cancelling the demand....happy with that....

Despite the result, something is so not right here and it needs investigating.

Stand your ground, demand to see their evidence, deal with them by letter only, via their Complaints Department. Don't be afraid, and think about where you're prepared to go with it - I was (and still am) prepared to see them in court as these claims are baseless. I'm also working on a complaint to Trading Standards.
 

Kits

Super Moderator
Staff member
ISPreview Team
I would also make complaint to their ADR and Ofcom, though Ofcom willnot do individual cases they do lump them together. If those posting in this thread contacted Ofcom they could start an investigation.
 
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