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Supanet cancellation

Kits

Super Moderator
Staff member
ISPreview Team
Don't forget to report to Ofcom there are enough in here complaining for Ofcom to start to investigate if you all report it. My personal opinion if it was my company I would have sent out letters asking for payment within a year of the customer leaving.
 

steverob

Regular Member
Good morning, I may as well join in on this thread. Used to be with Supanet and also my Dad was with them. I left in 2013 and Dad left them in 2014.
I act on Dad's behalf as he is now 93. I received a text a few weeks ago saying to contact regarding outstanding Supanet debt, non return of router on my Dad's account. Usual story, asked for details from Supanet, told in hands of Debt Collector, spoke to QuickCollect and requested proof of debt etc. Got a copy of the original contract dated 2013.
Got a phone call from QC last night wanting settlement of account. I refused and asked for Deadlock Letter, he refused saying that there wasn't a dispute so I couldn't have a letter. I pushed him again for the Deadlock letter, he refused and said he was going to escalate debt recovery action.
Next steps: write to them asking for Deadlock Letter, copy to ADR and also Ombudsman. Then wait and see what happens
Get on to Supernots complaints dept straight away. You can then use that date 8 weeks later to get the ADR complaint going. Use their e-mail complaints and then follow up with the letters. There must be loads of us who are all going through the same scenario. They are not nice people.
 

drsox

ULTIMATE Member
I hope that a county court judgement against your father isn't a concern at this stage :) You are in an ideal candidate to test how serious they are.

Also, possibly something local newspapers might be interested in - elderly customer leaving a service and 6 years later being chased for pointless supposed dept for a terrible router that would never be worth what they claim it is worth etc.
I guess Supanet have given up and don't care that they are pretty much dragging their already bad reputation though more muck.
 

MisterH

Member
I hope that a county court judgement against your father isn't a concern at this stage :) You are in an ideal candidate to test how serious they are.

Also, possibly something local newspapers might be interested in - elderly customer leaving a service and 6 years later being chased for pointless supposed dept for a terrible router that would never be worth what they claim it is worth etc.
I guess Supanet have given up and don't care that they are pretty much dragging their already bad reputation though more muck.
I have a friend who is with a Legal Firm and they have a specialist working in Debt Collections. He is looking over my shoulder and advising.
Will post on Social media and local paper. Might also drop a note on LinkedIn - always a useful area for getting things noticed.
Will keep you up to date with any happenings
 

steverob

Regular Member
I have a friend who is with a Legal Firm and they have a specialist working in Debt Collections. He is looking over my shoulder and advising.
Will post on Social media and local paper. Might also drop a note on LinkedIn - always a useful area for getting things noticed.
Will keep you up to date with any happenings
Hopefully this might be of help for everyone who has a letter from QC
https://beta.companieshouse.gov.uk/company/03780891
 
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HHD

Member
I left Supanet around 2011 and a couple of years after leaving, I had the exact demands letters I am seeing described here. A few nasty phone calls from them, followed by a letter from me detailing why I owed nothing and if anything they owed me money. We had a stand off for a couple of months during which time I was threatened with all sorts of legal action and warned that my debt was going up by £10 a week (that is nonsense, they have no legal basis to fine you). Eventually I got to speak to a more resasonable woman who did in fact concede in writing I owed nothing and said 'they never take any one to court'. It really is just a scam. Unless you believe you may genuinely owe them money, I would not even reply, that way they will assume you have left your old address and leave you alone.
 

Slifer151

Member
Thought I'd chuck my situation into the ring also; my parents used to have Supanet internet services but after they cancelled I kept the e-mail address at a charge of £5 a month. I cancelled this in March 2013, low and behold I apparently owe fees for that account from May 2013 onwards. Luckily I kept a complaint letter I wrote at the time as to why they were taking money from me after I'd cancelled my account, but we'll see what they say now that I've sent them this evidence.
Given all the stories here and my own experience, it sounds VERY fishy. Hopefully something get's sorted for everyone affected soon.
 

Mark.J

Administrator
Staff member
ISPreview Team
In case nobody else noticed (thought I'd posted it here already but clearly not - busy couple of weeks), Supanet Limited on 12th March posted a notice for voluntary strike-off:


Time Holdings Limited did the same:


However the Supatel group have various subsidiary brands in the UK, although it's now become increasingly difficult to know which has full responsibility for the local business / money. The UK support is at least said to be "outsourced to Total Care and Support Limited" whose address remains in the same exact location:


Supanet
TCS Support Centre
Time Technology Park
Blackburn Road
Burnley
Lancashire
BB12 7TW

There are so many different companies connected to the same bunch of people that it's really hard to know which way is up. I took a look at last year's accounts for Total Care and noticed that the 'Secretary' of the company was not a person, but rather 'Elite Logo Company Ltd'. Expanding 'Elite Logo..' under "persons" at companies house shows a lot of familiar connections.

 

Captain_Cretin

ULTIMATE Member
VERY interesting, with the company dissolved, they will avoid the massive fines likely to be imposed when this scam finally unfolds, and meantime, people who paid up under pressure will also have nowhere to turn to reclaim their money.
 

steverob

Regular Member
Up Date on Dispute.
I Managed to get the ADR to work when I put the 2013 date down. Supanet disputed this and yesterday the case was closed by the ombudsman but they stated I could resubmit in 2 weeks time when the 8 weeks was up if I had not resolved the matter with supernot. Today I have an email from supernot giving me a final offer to remove all charges from the account.
Now as I don't trust them, should I ask for written confirmation that I do not owe QC. Q. Total Care. Time Holdings Limited etc.
I feel like this nightmare is nearly over.
Cheers Steve
 

butler

ULTIMATE Member
I would want it in writing, though these days email should be satisfactory (provided you keep a copy of it somewhere safe!)

Up Date on Dispute.
I Managed to get the ADR to work when I put the 2013 date down. Supanet disputed this and yesterday the case was closed by the ombudsman but they stated I could resubmit in 2 weeks time when the 8 weeks was up if I had not resolved the matter with supernot. Today I have an email from supernot giving me a final offer to remove all charges from the account.
Now as I don't trust them, should I ask for written confirmation that I do not owe QC. Q. Total Care. Time Holdings Limited etc.
I feel like this nightmare is nearly over.
Cheers Steve
 
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