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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

Casual 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
 

MisterH

Casual Member
It seems everything has gone quiet on the Supanet collections front. Anyone heard anything recently?
 

steverob

Regular Member
I asked them for confirmation that i didn't owe them or any company associated with them any money and they said that is correct. I assume that that is the end of the matter for me but I may ask again next week for an invoice with £0 on it.
 

jane h

Member
They are after me too, on the ground that I apparently did not pay for an email account which was free when i first got it, for 40 months. I have asked why they did not mention this Before, for over 40 months, and have had not reply to any of my questions. The same sort of thing as the other people who have posted here except that mine was for an email account only, not ISP (thank god!), and so ofcom say they wont deal with it. The guy who chases me on the phone, from phone numbers all over the country, is very rude and threatening but not very bright. I have refused to deal with them on the phone and have had an exchange of letters. We are are now at the stage at which I am just saying OK take me to court then as I have trapped them but dont want to say how in case they are reading this. I suspect they wont go to court as they wont have a case and they know it, so its all harassment. Anyway , dont let them get away with harassment, call their bluff. If my case does end up in court i will update this thread and let you know what happened.
 

jane h

Member
BY the way Quick Collect's postal address is Unit 28, Time Technology Park, Blackburn Road, Burnley, Lancs.
I have sent all my letter via royal mail's signed for service and the last one was signed "TIME"
I have received replies with various firms' names as letterheads, all on the same site, as are supanet and time, so its not a separate debt collection service, its a subsidiary of supanet, or time, or whoever is the head company.

The guy on the end of the phone has got really shirty with me since i have refused to communicate except by letter, and they really dont seem to like getting them, so send them plenty
 

David1926

Member
Ive just had a letter from them. I left last september so a recent one for them.
The letter just says i owe over £80 with absolutely no indication what its for. I'm certain i owe them no money.
They took a small amount out on 03/12/18 i have to speak to my bank to my bank to see what else was taken out. As my online bank only showed the last transaction as they cancelled the DD.
I've read all of the thread with interest.
The letter i received looks very dodgy i instantly thought scam and reading this thread i'm even more thinking that.
 

David1926

Member
I sent them a email requesting what the bill was for.
I had this reply today


Thank you very much for the below email.

Upon review of the case file Quick Collect can confirm personal equipment (Belkin) router was used & support given though third party hardware is not generally supported.

Please be advised no charges for hardware have been applied to the balance in question.

On the 4th September 2018 a cease was received by a new supplier thus instigating the 30 day notice period with the account coming to a final close on the 4th October 2018.

At the point of cancellation the attached letter was issued.

Upon communicating with our client Supanet, though the cancellation was received from a new supplier Supanet have informed us they still have control of broadband services.

The charges you are receiving are due to "download excess" with the below usage recorded & received to Supanet from their supplier.

December 2018 - 7.52gb
January 2019 - 30.18gb
February 2019 - 8.74gb
March 2019 - 15.01gb
April 2019 - 10.37gb

Quick Collect have bee advised by Supanet either the line has not been taken over by the new supplier correctly or a new line install has occurred.

Quick Collect hopes the above information is satisfactory & gives clarity of the balance owed.

Upon review please contact your Quick Collect account manager on 01204 978010 to ensure an amicable resolve is reached.

Yours sincerely

Quick Collect
 

MisterH

Casual Member
Well, I have managed to get resolution with Supanet.
After demanding a Deadlock letter and being told I couldn't have one I decided to just wait and see what happened..............
yesterday I received an email offering resolution, which I accepted, and today I received this:
"
Good Morning Howard, I have now raised a credit to be applied for the sum of £99.00, once
applied the complaint and account will be marked as closed. Please let me know if I can
assist further. Many Thanks Carly Supanet Complaints Department"

Looks like this is sorted.
Good luck to any others that are still in dispute
 
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