SUPANET problems (merged)

Reluctant_spender

Have a look here at the Ofcom site

http://www.ofcom.org.uk/complain/internet/switching/switch/

everythingblogcast

Ask them again and if the say no, just stated that you no longer want their service.

settler_2

and then they will take away your broadband and hold on to your line like sky are doing to me for 30 days

user1234_2

Well they don't have to give you a MAC because it is a voluntary scheme at the moment but, if you can wait till then, from 14 Feb they must give you a MAC.

http://news.bbc.co.uk/1/hi/technology/6175983.stm

mrJ_5

Supanet haven't issued MACs for some time now, so your not the first, and certainly will not be the last.... I would also say wait until the 14th - but, they will probably put an indirect cost associated with it, such as a handling fee

**purpleprincess**

I am absolutely fuming with Supanet :mad:

For more than a month now I have been without broadband at home and supanet have been carp at responding to my emails, I have spent a fortune on ringing them, £1 a piggin' minute!! Finally got a response to one of my emails after a month, despite emailing every other day!!!! :eek: and they arranged for a BT engineer to come out. Fine....... Well he came out and did loads of things with my line and then went after 2 hours. And I STILL don't have broadband, cannot connect at all!! And no-one has contacted me to say what is meant to be happening! Tried to ring them today and after holding on for 20 minutes twice I got cut off! :mad: :mad: :mad:

Where do I stand with cancelling or withholding payment if I have got a contract with them?

I have sent them a stroppy email today titled URGENT, but knowing Supanet, who knows when I'll get a reply.

Can anyone please please please give me some advice on what to do as I'm at the end of the tether.

**purpleprincess**

Does anyone know what I can do???

normanmark

They should have HAD an update from the engineer on the status of the line & then relayed that information to you. My advice would be to call them about it. Check saynoto0870.com to see if they have cheaper number to call

gracie83

When we moved house in July, we used Supanet to provide dial up internet access while we waited for our broadband was connected. At the end of the first month we did as our contract told us and called their cancellation department and was told no problem. Another direct debit left our account the following month which we assumed was our fault as maybe we left it to late in the month to cancel. However the next month the money was taken from our account again so we again tried to cancel over the phone and got told that there was no record of us cancelling it but that it had now been cancelled. We were told not to stop the direct debit as if anything goes wrong we will get admin charges. Another month another direct debit taken from account. A salesman from Supanet phoned to ask how we were enjoying the service as we were not using it we said we have cancelled and he said again no record of this taking place but that he will cancel it. Again another payment taken from account. Another call again no records of previous calls this time told that the information in the contract is incorrect and that all accounts can only be cancelled through a letter and cannot be done over the phone. Again warned not to cancel direct debit or risk charges.

So I am looking to see if there are any template letters or suggestions of what I can put in the letter to get rid of this terrible company and get back the money they have taken from our account? They happily admit we have not used the internet through them.

Also would they really be able to charge us admin charges if we just cancel the direct debit and they continue to ignore cancellation requests?

I have been googling cancelling Supanet and just read that people who have even sent the letter get written back to and told to cancel over the phone!!

normanmark

Contact ofcom & see what their advice on this situation is;

0207 980 3040