MASSIVE Supanet Broadband price hike

SEE

I've just recieved an email from my ISP putting up my service by £8 a month:mad:All I get is broadband at 3.5meg

As a valued Supanet customer we hope you continue to enjoy your broadband service and are taking advantage of the many features within your package.
We understand the importance of providing you with a reliable and high quality service and have recently completed a review of our business to ensure we consistently deliver this to all our customers.
As with most services in the current economic climate, our costs to provide your broadband and support have risen meaning we have, for the first time since you joined us, had to increase the monthly subscription charges of some of our products. We have detailed the reasons for this and how this affects you below.
In November 2008, BT, with the backing of Ofcom, substantially increased the price of access to their network to all Internet Service Providers (ISPs). Supanet have absorbed this and other price increases for the last 6 months, but as with many ISPs, it is simply not possible to continue to provide the same quality service at your current price.
We have also recently transferred our customer care operation back to the UK, 7 days a week. Whilst this has inevitably incurred additional costs, we are pleased to say this has produced positive results in improved customer satisfaction levels.
IMPORTANT - How does this affect me?
There will be an increase in your monthly subscription; your broadband service will now be charged at a new rate of £17.99 per month. The new price will commence from your next collection date which will be on or around 06/05/2009 and taken via your usual payment method

londondulwich

I also joined them when the £9.99 broadband plus unlimited calls for £1 offer was on. That was back in October - December 2007.

Always been a very good service.

Clause 16 of their terms and conditions for broadband customers deals with variations to the contract.

http://www.supanet.com/pdfs/bb_terms_v2.pdf

If you do not accept the variation you need to notify them within two weeks.

This has to be in writing.

They will then cancel your subscription.

So, if you do cancel it might be a good idea to request a MAC at the same time. Particularly as they apply a "cease order" charge unless you do.

Clause 14 deals with cancellation. 14.1.1 states that there is a £39.99 cancellation charge if you terminate within 24 months.

However, 14.3 states that the contract may be terminated if the conditions are breached, (changing the price is a material breach)

and

14.5 says that they will refund any "pre-paid charges" in the event that the circumstances of the cancellation are a 14.3 scenario.

I think this refers to subscription charges, i.e. the £9.99.

What is not clear is whether this £39.99 charge would come under the head of "pre-paid" charges, as it only triggers after the request to cancel.

SEE

londondulwich wrote: »

I also joined them when the £9.99 broadband plus unlimited calls for £1 offer was on. That was back in October - December 2007.

Always been a very good service.

Clause 16 of their terms and conditions for broadband customers deals with variations to the contract.

http://www.supanet.com/pdfs/bb_terms_v2.pdf

If you do not accept the variation you need to notify them within two weeks.

This has to be in writing.

They will then cancel your subscription.

So, if you do cancel it might be a good idea to request a MAC at the same time. Particularly as they apply a "cease order" charge unless you do.

Clause 14 deals with cancellation. 14.1.1 states that there is a £39.99 cancellation charge if you terminate within 24 months.

However, 14.3 states that the contract may be terminated if the conditions are breached, (changing the price is a material breach)

and

14.5 says that they will refund any "pre-paid charges" in the event that the circumstances of the cancellation are a 14.3 scenario.

I think this refers to subscription charges, i.e. the £9.99.

What is not clear is whether this £39.99 charge would come under the head of "pre-paid" charges, as it only triggers after the request to cancel.

I've been with Supanet for 9yrs, I don't receive the call package, just broadband.

penrhyn

£17.99 is a typical price for a non LLU ( That is although Supernet is your ISP they are delivering their service via BTs network) service.
Suggest you use the Samknows website and do an exchange search to see what LLU services are availbale to you which could be cheaper.

twistedbargainhunter

londondulwich wrote: »

I also joined them when the £9.99 broadband plus unlimited calls for £1 offer was on. That was back in October - December 2007.

Always been a very good service.

Clause 16 of their terms and conditions for broadband customers deals with variations to the contract.

http://www.supanet.com/pdfs/bb_terms_v2.pdf

If you do not accept the variation you need to notify them within two weeks.

This has to be in writing.

They will then cancel your subscription.

So, if you do cancel it might be a good idea to request a MAC at the same time. Particularly as they apply a "cease order" charge unless you do.

Clause 14 deals with cancellation. 14.1.1 states that there is a £39.99 cancellation charge if you terminate within 24 months.

However, 14.3 states that the contract may be terminated if the conditions are breached, (changing the price is a material breach)

and

14.5 says that they will refund any "pre-paid charges" in the event that the circumstances of the cancellation are a 14.3 scenario.

I think this refers to subscription charges, i.e. the £9.99.

What is not clear is whether this £39.99 charge would come under the head of "pre-paid" charges, as it only triggers after the request to cancel.

Clause 16 states they can make MINOR variations. An 80% price increase can hardly be classed as such:mad:.
Requested our MAC code now. We were supposed to have an 18 month contract and are only 12 months into it.

catford

Been with Supanet exactly 2yrs and i've just had my email about the price hike - mine goes up £7 to 17.99.:eek::eek: All my phone calls were included in the original deal and I wonder if they will be under the new rate- anyone know?;)

Jemma-T

Supanet's not making any money and it's only now with the 'credit crunch' that a fresh pair of eyes have taken a look at their accounts.

Find out who can supply you ADSL https://www.samknows.com/broadband/search.php and then move your account. Supanet may make you an offer over the phone to keep you but I'd only accept if it was very good (make sure you are armed with the facts so they know you're not messing about). Supanet know fine well a lot (majority no doubt) of their customers are frightened to move. People don't like change = chance to increase prices.

johnbhoy10

Hi-just off the phone to them. They intend hiking me from £7.99 to £17.99 for my package-broadband with free uk calls at nights/weekend. They have offered me it for £15.99 but guy wouldn't budge on that. I will do my homework later but don't know how this compares to the market.

Ps-has anyone got through on a landline number to them rather than that 0845 effort?