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Whats it like as an ISP ?

12twelve

Pro Member
I see that Supanet is offering a new unmetered package very soon. How do they perform as an ISP. Would be grateful to know after unpleasant experiences with C25 and TFI.
 

Ross

Guest
The 12 month contract is a bit daunting, but the services they provide are great.

Fast speeds (7.4K on 64K ISDN) and email always works....Support is good 2.
 

neale

Casual Member
Originally posted by 12twelve:
I see that Supanet is offering a new unmetered package very soon. How do they perform as an ISP. Would be grateful to know after unpleasant experiences with C25 and TFI.
NEW MESSAGE: Supanet is my reserve ISP and I've been with them for a year. They're pretty good. Reasonably fast response on both browser and mail services. Great homepage as well. Tech support (from a real person)by e-mail is possible, though you have to wait a few days. I've been with them as pay-as-you-go but, if they were to offer free offpeak for less than £10 per month, I'd now swop from LineOne to them. (It's always worthwhile keeping a second, reliable ISP in tow). Hope this helps. PT Neale. :)
 

<Freddy Stare>

Guest
Im signed up to Supanets unmetered service and Im not impressed at all. Im always having problems with it. Their customer service phone numbers are £1 per min too. Im lumped with these guys for the next 12 months as you have to enter a minimum 12 month contract. Should have waited for ClarNet :(
 

<uknutz>

Guest
They are crap!!!

I have just told them where to poke their account and their 12 month contract and I am consulting a solicitor at the moment as to any legal action that can be taken.
 

<Angry Man>

Guest
They are the worst !
I have been through the troubled ISP's ( freechariot , connect25 + others ) but this is the pits - started off great but after just 2 weeks its awful :mad:
 

Knight

Member
I agree, Supanet is no longer a fast connection, for modem users, and so as I singed into 12 month contract I am having problems to cancel, but I have only been with them for a Week, but theres a new Service good act now from trading standards where you have a right to cancel within 7 days, if you are not happy, but you must not use your ISP after the 7 days if you intend to cancel, as it will wipe out your legal right to cancel. I phone Supanet with in 3 days and so I am now, waiting to see what they tell me. For further info, about your right to cancel contact the T/Standards.

Also T/Standards say Supanet or who ever when you sign into a 12 month contract, should be clearly marked by E mail, or on the sign up page, before you sign up, but there is not Law or Code to make these ISPs display this. For people like me who are disabled, and not always able to understand contracts we fall in there trap.

I too was paying per min, on an 0845 number and was very happy with Supanet and its speed, but now unmetered, its slower than freeserve, but like many others I jump at joining Supanet thinking its a faster ISP, and with there 12 month contrat, in there eyes you have no trial to make sure its the ight one for you. I have also had problems before with Time Computers so I would never bye from them again, and so both of these companys, seems to me just money grabing, with no rights to yourself.

Hope this helps, sorry for the spelling as I said I am disabled. Kevin
 

<Virez>

Guest
Arghhh.... SupaNet pings are so bad! I get 56k pings on a ISDN 64k connection! And you know what? I can't login now, their servers has gone done!!! I read that everyone's been saying how good they are, but their crap now.

I'm only been with them for 6 days, I can't cancel it today (Sunday) cos the account department is shut. And tommorrow is bank holiday! I can only reach them by Tuesday which I will be on my 8th day.

This is probably the worst choice I ever made, I been with 24-7 Freecall and that was perfect although they stopped now. So I need a flat rate ISP, might try AOL this time.

Wish me luck to cancel this awful ISP :(

Will
 

<Tattybogle>

Guest
I've been with Supanet (Supahighway) unmetered for three weeks and have yet to get a page to download quickly or properly. After several emails to their customer services dept I am now considering suspending my payments to them and I will await the consequences.
They are not providing any type of useful service and I feel that I have been conned.
Be warned.........
 

<Mike>

Guest
Have to say, it's pretty poor. Their servers are up and down like an err...uppy downy thing. They don't support Stac compression although I have had some pretty good download speeds. Most annoyingly I get huge ping spikes and plenty of lag in online games.

Email support is practicaly non-existant. If you do get a reply from them (expect to wait 3 or 4 days for a reply), it will be the standard "Re-install DUN, re-detect modem etc..", which in all probability will not fix your problem. Of course, who can blame them if they can coin in 50p/minute on their support line. That's only if you can get through of course.

The one year contract is possibly the worst bit of all...if you don't like the service, you are stuck with it for a year!

Overall, I'd say if you don't play online games, and don't depend on 24/7 access to news or mail, then they are probably a reasonable choice. For the rest of us..well, keep looking.
 

<Dekim>

Guest
PLEASE READ THIS!!!!!

I signed on at the end of May '01 on the strength of review on this site. I am absolutely discussed with their service. I will be writing to cancel with them tomorrow and will be taking legal action if they try enforcing their 1 year min contract ruling. Althogh they will be laughed out of court if they try enforcing it as they are not even offering a third rate service.

The packet loss and ping times are terrible. Even Freeserve is better. I get packet loss upto 50% random disconnects and sometimes try for 8 hrs without getting connections. No way do they have a contention ratio of 15:1

I have emailed customer services 3 times and not received a reply. No way am I phoning them at £1 per min.
 
Well what can I say that no one has said already. Supanet unmetred is the worst isp I have ever come across. I mistakenly signed up with them thinking that a 12 month contract may mean that they were a good ISP! How wrong could I be! More often than not, I dial in, the modem handshakes, goes to 'verifiying user name and password' and the......drops the connection! Plenty more people have reported the same as me on the supanet forum.

Does anyone know where we stand legally (ie cancelling the service, due to lack of service). If anyone knowes anything, I would be most interested to hear.
 

<Mike>

Guest
Ignore what I said above about being a reasonable choice for a non-gamer. The service is barely useable at the moment. Unable to connect after 200 retries...hmm sounds like Red Hot Ant all over again. They also have the worst latency of any connection I've ever used, and that's through ISDN. On-line gaming is pretty much impossible. Contacting customer support via email is just not possible, they never seem to reply to any problems I report. I genuinely hope they go under, at least it would finish my 12 month contract early with no legal hassles.

Where did ISPReview get the rating from? It bares no resemblance to reality.
 

<Jo>

Guest
We signed up to Supahighway almost 2 months ago and we are disgusted. Up to 20 attempts in peak times to get a connection. We've voiced our objections and are assured that more ports will be added within the next 3 weeks. I've asked to be relieved of my 12 month contract is there isn't a marked improvement.

Off-peak, it is good. Customer Services haven't been that bad. Some of the early problems they had were hardware and once these were sorted, things improved until the network got so horribly congested. I couldn't recommend them at the moment. If anyone from Trading Standards is watching, please do something. An ISP shouldn't be allowed to continue recruiting subscribers if they cannot look after the ones they've got.
 

<Laidback>

Guest
Yep, me too, I also signed on at the beginning of June '01 on the strength of review on this site and I've never had a good day connection wise!!! It's absolutely diabolical and I for one will be canceling my payments unless it improves pretty damn quick! I have been conned!!
 

DJM62

Member
I signed up to Supahighway at the beginning of May after subscribing to Supavalue for the previous 5 months. Supavalue is an excellent product - first time logins every time, fast and efficient download speeds. The Supanet website is excellent, too - no complaints there. I only switched to Supahighway in order to try to save a little bit of money. I hadn't seen any reviews at that time (I don't suppose there were any as I was probably one of the first subscribers), but having used Supavalue for the previous 5 months and the Supanet pay-as-you-go service for the 12 months prior to that, I guess I simply assumed that Supahighway would be of the same high quality. "What-a mistake-a to make-a"! The problems were, generally, that it was damn near impossible to login - not without dialing in 20/30/40/50 or more times. On one occassion, I calculated that I had dialled in over 100 times in the space of about 5 hours and had still been unable to establish a connection. Also, in the original Terms & Conditions, they state that you will be disconnected after 4 hours. This has NEVER happened - I've always been disconnected after exactly TWO hours (which is especially annoying, considering the time it takes to login in the first place, and then having to go through it all again when you get disconnected after 2 hours instead of 4!).
I have sent several e-mails to their "customer service" department, the only replies being either standard pre-scripted responses or just making dumb excuses to fobb me off. Have also posted several messages to the Feedback newsgroup, which they say in their advertising that they welcome, but judging by their response (or lack of it) I'm not so sure.
I was so dissatisfied with the service after the first month that I cancelled my direct debit and advised them that I would not be paying any more until the service was working properly. They actually sent me an almost satisfactory response in which they offered me a refund of one month's subscription "...As a gesture of good will, we are prepared to offer you a credit of £12.99 for the first month of service, where you experienced difficulties...". Although they also stated that in order to apply this credit I would need to settle my account of £33.00. I must have been in a rather generous mood at the time, because I decided to give them the benefit of the doubt, knowing how difficult it can be to get a new system up and running, so I paid the account and re-instated my direct debit. However, one month later, when the next statement of account arrived through the post, I was amazed to find that they were going to charge me the standard monthly fee anyway. I was absolutely livid. I sent them an e-mail immediately to inform them of their mistake (I refuse to use any of their phone lines as, at £1.00 a minute, that would defeat the object of the exercise). I then, over the next 4 days had to send another 2 e-mails to remind them about the first one, as I still hadn't received a reply. Needless to say, my account got debited and I eventually received an e-mail response apologising and assuring me that the £12.99 credit would appear on my next statement. I'm still waiting for this, but rest assured, if the credit doen't appear on it, I will be immediately cancelling the direct debit again and they can whistle for it!
We (Supahighway subscribers) are trapped in this ridiculous and unreasonable 12 month contract - how do we go about cancelling it? Anybody know? :mad: :eek:

[ 21 July 2001: Message edited by: DJM62 ]
 

<DM>

Guest
Well, Supanet seem to have finally got their act together, im now getting access at anytime, ( altho still occasionally after three tries, but i can live with that), i dont know if they have added more ports, or moved me up to a "Christ he's a monaer, put him in the always connect list". but i dont care, im now getting what i pay for, access, 24/7, altho its still a bit slow, but i can live with that., :eek:

doug
 

<DM>

Guest
Well, Supanet seem to have finally got their act together, im now getting access at anytime, ( altho still occasionally after three tries, but i can live with that), i dont know if they have added more ports, or moved me up to a "Christ he's a moaner, put him in the always connect list". but i dont care, im now getting what i pay for, access, 24/7, altho its still a bit slow, but i can live with that., :eek:

doug
 

12twelve

Pro Member
Well after starting the topic I was glad I didnt jump after the first couple of posts and used my backup ISP for a few weeks. Reading the later posts made me really glad I eventually signed up with ClaraNet. Now on there unmetered off-peak service and its excellent for my purpose. (no games) Monthly subs. so its easy to cancel if necessary.
Thats whats so useful about these forums, information is gleaned from many sources and made available to others. People write down their experiences for the benefit of others to prevent them making similar mistakes.
Thanks for all the input, Ive found it all very useful and fascinating.
 

<drdeej in irate mode>

Guest
Supanet is absolute foolishness. I signed up 3rd week of August. I made the mistake of signing up to pay by direct debit when my bank account doesn't do that so I rang them up to arrange to pay using solo. I rang them up and said it'd be fine. For soem reason or another there was something that didn't seem right (haven't a clue what) so I rang them up again anyway just to conform my payment option. They said they had no recollection of me wanting to pay using solo, so I had to give them all my details again.
September cam and I got a statement sayign they were going to take the money out (not that I agreed with the state of the service - see below). I checked my bank account a few days later and the money hadn't been taken out. So, another phone call and they now told me that I can't pay using solo. So, I'm stuck now having to ring them up every month to verify that they can take the money out.
Now, I'm completely dismayed and feel cheated by supanet for their poor quality of service. At least you evetually got on with Freeserve (notice how supanet have a similar logo to Supanet - was this to warn us of Freeserve:The Second Coming). Up until the last week the daytime had been fine but the evening was dreadful. I won't into detail because it's been covered above, but Iwill say more recently that the service is only good between the early hours up until 11am. After that, that's all folks.
Now, with my situation with me having to ring them up to manually confirm they can take the money out from my solo card, I wondered if it would be legally viable if next time the bill came I told them that I would not give them authorization to take the money out? Does anyone have any ideas of the consequences? I have read some messages above and they mention trading standards which I think I'll give a ring.
Another thing now with Supanet, I notice using MSN Messenger (and I know there have been problems with that) I try and send a file using messenger and I get a message saying the connection is blocked - contact you ISP. Is Supanet responsible for this?
I'm currently unemployed and hate to see what money I do get getting thrown down the drain on a company that couldn't give two figs about it's customers.
P.S. Technical support £1/min? It's only there 9-5 and I'd never use it anyway.
<IMG SRC="smilies/eek.gif" border="0">
 
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