Sponsored

Supanet cancellation

steverob

Regular Member
How did you fill a complaint form online - could you provide a link - thanks
I used this below, but looking at it again it is only for monitoring purposes. I think the more of us that use it the better chance of them seeing a recurring Pattern or nightmare as I see it. I will probably have to wait the 8 weeks before I can take it further which is frustrating.
 

steverob

Regular Member
Follow the information Mark.J posted earlier in this thread if they fail to respond in 14 days then go and raise with supanets ADR. https://www.ispreview.co.uk/talk/threads/supanet-cancellation.34754/post-243029
The problem is, they have responded with statements from 2013 for an additional services charge (Chargeback). Then 2018 for the same thing and then an order confirmation from 2010 which I have attached. I actualy don't understand it as order date is 2010 and confirmation is 2019. I have the original and it expires in 2012. it was a 24 month contract. Are they trying to confuse me? and what is charge back.8181
 

drsox

ULTIMATE Member
This is of no help.. but "Ultimate" broadband.. with a cap of 40GB.
You can get mobile phone contracts with higher caps for less!
( )

I'd write back to them rejecting the order, keep your original copy of that and add it to any records that you may need to provide to ADR or Ofcom.

It has got to the point where I'd really hope Ofcom wake from their collective "we don't deal with customers" slumber and figure out what is going on at Supanet.
 

steverob

Regular Member
My original expired in October 2012 so it looks like they are trying to slam me as well as charge me for a non service since then.
Below is a copy of original invoice with names and numbers taken out.
I think the one they sent me this week has been doctored by changing the dates 2012 to 2019.

Original

Order confirmation

*** * *** ** ***

Customer Account Number: *

Order Reference: *

Order Date: 13th October 2010

Expiry Date: 28th October 2012

Dear * ***,

Thank you for your order. Please take a few moments to check the details are correct, We recommend you the save this for future reference.

Product Description Upfront Cost Monthly Cost Minimum Term

BROADBAND-Total £0.00 £14.99 24 Months

Broadband Antispam

Collection Charge

BB-Just-*

SUPANET WLR-24 £13.49 24 Months

Collection charge

WLR-Linerental-***

SUPANET WLR CALL SERVICES £4.99 1 Months

Talk300-Unlt

Total £0.00 £33.47
 

Kits

Super Moderator
Staff member
ISPreview Team
The problem is, they have responded with statements from 2013 for an additional services charge (Chargeback). Then 2018 for the same thing and then an order confirmation from 2010 which I have attached. I actualy don't understand it as order date is 2010 and confirmation is 2019. I have the original and it expires in 2012. it was a 24 month contract. Are they trying to confuse me? and what is charge back.View attachment 81View attachment 81
I would talk to citizens advice also perhaps worth talking to the online fraud unit to see if they will investigate. https://www.actionfraud.police.uk/
 

Mark.J

Administrator
Staff member
ISPreview Team
As drsox says, dispute the claim and use your own documentation as evidence in response. I can't recall if you did this, but if possible get confirmation of your service activation/migration date from the ISP that you moved to after leaving Supanet as additional information. If they still disagree then request a deadlock letter and give them 14 days to respond or drop the claim. If they continue to disagree then take it to the ADR.

It's worth pointing out to Supanet that charging full price for a service that has not actually been taken / used (phone and broadband), because you moved provider, may be considered an unfair term by Ofcom. Likewise Ofcom does not allow auto-renewing contracts, so if they stopped taking payments past the original end date and still renewed the contract then that is unlikely to hold much water in the eyes of Ofcom, ADR or a court of law. Particularly as they didn't pursue it until years later.

Check Ofcom's general condition rules.

 

steverob

Regular Member
Thanks for your replies. I have just had an e-mail from them offering me a reduced bill by 50%. They say that I acknowledged the debt and made a payment in 2013. I cannot remember doing this and do not think I would have done it. E-mail shown below.
Thank you for your email, After investigating further, I would like to offer to reduce the amount owed by 50%. I understand you have produced evidence that BT became your provider in November 2012; however this does not indicate you had followed the cancellation
process. If the new provider did not redeem the MAC code, this would not cancel the services with Supanet. As would have continued to be generated from the network supplier, the charges are liable. Notes on the account suggest you were made aware of the debt, but refused payment. Due to payments being received in 2013 and acknowledgment of the debt, the account has not yet reached statue barred status. Please let me know if you wish to accept the company's offer and settle the account. Kind Regards **** Supanet Complaints
Department
 

steverob

Regular Member
As drsox says, dispute the claim and use your own documentation as evidence in response. I can't recall if you did this, but if possible get confirmation of your service activation/migration date from the ISP that you moved to after leaving Supanet as additional information. If they still disagree then request a deadlock letter and give them 14 days to respond or drop the claim. If they continue to disagree then take it to the ADR.

It's worth pointing out to Supanet that charging full price for a service that has not actually been taken / used (phone and broadband), because you moved provider, may be considered an unfair term by Ofcom. Likewise Ofcom does not allow auto-renewing contracts, so if they stopped taking payments past the original end date and still renewed the contract then that is unlikely to hold much water in the eyes of Ofcom, ADR or a court of law. Particularly as they didn't pursue it until years later.

Check Ofcom's general condition rules.

Thanks for your replies. I have just had an e-mail from them offering me a reduced bill by 50%. They say that I acknowledged the debt and made a payment in 2013. I cannot remember doing this and do not think I would have done it. E-mail shown below.
Thank you for your email, After investigating further, I would like to offer to reduce the amount owed by 50%. I understand you have produced evidence that BT became your provider in November 2012; however this does not indicate you had followed the cancellation
process. If the new provider did not redeem the MAC code, this would not cancel the services with Supanet. As would have continued to be generated from the network supplier, the charges are liable. Notes on the account suggest you were made aware of the debt, but refused payment. Due to payments being received in 2013 and acknowledgment of the debt, the account has not yet reached statue barred status. Please let me know if you wish to accept the company's offer and settle the account. Kind Regards ****Supanet Complaints
Department
 

ManOfMeans

ULTIMATE Member
It might be worth pointing out to them that you was unable to migrate without a MAC back then.
 

steverob

Regular Member
It might be worth pointing out to them that you was unable to migrate without a MAC back then.
So BT would not have been able to take over the line and service in 2012 without supanet sending them the MAC. If that is the case then supanet must have agreed to the change. Am I correct in saying this.
 

ManOfMeans

ULTIMATE Member
So BT would not have been able to take over the line and service in 2012 without supanet sending them the MAC. If that is the case then supanet must have agreed to the change. Am I correct in saying this.
You would have asked them for a MAC and then you give it to BT, that was the only way to migrate back then without having a loss of service
 

steverob

Regular Member
You would have asked them for a MAC and then you give it to BT, that was the only way to migrate back then without having a loss of service
I seem to remember that they would not give me the MAC code even though i was constantly trying to cancel. I can't remember if we had a break in service before changing to BT but everything was working on the 29th Nov 2012 from the BT router I put on and my bills started from that date with them.
 

ManOfMeans

ULTIMATE Member
I seem to remember that they would not give me the MAC code even though i was constantly trying to cancel. I can't remember if we had a break in service before changing to BT but everything was working on the 29th Nov 2012 from the BT router I put on and my bills started from that date with them.
I would have to ask some one in work but IIRC the ISP was not allowed to refuse giving a MAC code
 

steverob

Regular Member
I would have to ask some one in work but IIRC the ISP was not allowed to refuse giving a MAC code
They were and still are a slippery organisation. I can't remember details as it was over 6 years ago but do remember that it was like swimming in treacle trying to get away from them.
 

ManOfMeans

ULTIMATE Member
They were and still are a slippery organisation. I can't remember details as it was over 6 years ago but do remember that it was like swimming in treacle trying to get away from them.
Just checked with a work mate and the losing ISP once they had been requested to provide a MAC code had 5 working days to provide one
 

drsox

ULTIMATE Member
If you didn't change phone number when you changed your broadband service then there is no way you could move provider without using a MAC.
If you somehow triggered "kicking the old provider off the line" (e.g. someone claims they've moved into your house and wants to keep your number) then the old supplier will have been sent a "KCI" by BT (Keep Customer Informed), this tells the old supplier that a cease has been requested and the progress through the cease procedure.

Even if you didn't use a MAC... Supanet (or at least their supplier) will have been informed that you had no longer had their service.

While it is your money, life and stress.. If it were me there is absolutely no way that I would be paying anything to them.
 

ManOfMeans

ULTIMATE Member
If you didn't change phone number when you changed your broadband service then there is no way you could move provider without using a MAC.
If you somehow triggered "kicking the old provider off the line" (e.g. someone claims they've moved into your house and wants to keep your number) then the old supplier will have been sent a "KCI" by BT (Keep Customer Informed), this tells the old supplier that a cease has been requested and the progress through the cease procedure.

Even if you didn't use a MAC... Supanet (or at least their supplier) will have been informed that you had no longer had their service.

While it is your money, life and stress.. If it were me there is absolutely no way that I would be paying anything to them.
Also back then if you changed anything to do with the voice circuit it automatically put a cease on the broadband, even if you just added your middle name on the bill etc
 

steverob

Regular Member
If you didn't change phone number when you changed your broadband service then there is no way you could move provider without using a MAC.
If you somehow triggered "kicking the old provider off the line" (e.g. someone claims they've moved into your house and wants to keep your number) then the old supplier will have been sent a "KCI" by BT (Keep Customer Informed), this tells the old supplier that a cease has been requested and the progress through the cease procedure.

Even if you didn't use a MAC... Supanet (or at least their supplier) will have been informed that you had no longer had their service.

While it is your money, life and stress.. If it were me there is absolutely no way that I would be paying anything to them.
Many thanks. I have more info to throw back at them.
 
Top
Promotion
Cheapest Superfast ISPs
  • Hyperoptic £18.00 (*22.00)
    Avg. Speed 30Mbps, Unlimited
    Gift: Code: SPRING19
  • Vodafone £21.00 (*23.00)
    Avg. Speed 35Mbps, Unlimited
    Gift: None
  • TalkTalk £22.50
    Avg. Speed 36Mbps, Unlimited
    Gift: None
  • Direct Save Telecom £22.95 (*29.95)
    Avg. Speed 35Mbps, Unlimited
    Gift: None
  • SSE £23.00 (*33.00)
    Avg. Speed 35Mbps, Unlimited (FUP)
    Gift: None
Prices inc. Line Rental | View All
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Promotion
The Top 20 Category Tags
  1. BT (2369)
  2. FTTP (1920)
  3. FTTC (1568)
  4. Broadband Delivery UK (1529)
  5. Politics (1306)
  6. Openreach (1306)
  7. Business (1153)
  8. Statistics (1019)
  9. Mobile Broadband (943)
  10. FTTH (925)
  11. Fibre Optic (924)
  12. Ofcom Regulation (858)
  13. Wireless Internet (852)
  14. 4G (823)
  15. Virgin Media (791)
  16. Sky Broadband (565)
  17. TalkTalk (546)
  18. EE (539)
  19. Vodafone (453)
  20. Security (389)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules