Supanet Problems

abandonded

The 'My Account' page on Supanet has changed and I now find that I am being offered as an extra an antivirus pack that is already included in my contract. Supanet now claim that the antivirus in my contract, is in fact an antispam and that if I want antivius I will have to pay an extra £2.50 per month. I have it in writing from the company that an antivirus is part my contract. Have any other members come across this problem?

giraffe69

Why don't you use a free anti virus such as Avast?

abandonded

giraffe69 wrote: »

Why don't you use a free anti virus such as Avast?

I dont use the Supanet AV! It came part and parcel with my contract as it did with all others at the time. My point is that although I have been paying for it every month for a year, it has now been replaced with an antispam and if I did want to use the AV I would have to pay another £2.50. That would mean that I would be paying £59.88 a year for an AV package.
BTW, the reason I dont use it is because I have the paid for versions of Avast, Malwarebytes and SuperAntiSpyware.

[Deleted User]

abandonded wrote: »

The 'My Account' page on Supanet has changed and I now find that I am being offered as an extra an antivirus pack that is already included in my contract. Supanet now claim that the antivirus in my contract, is in fact an antispam and that if I want antivius I will have to pay an extra £2.50 per month. I have it in writing from the company that an antivirus is part my contract. Have any other members come across this problem?

AVG is another free product that I have used. For the past few years I have used Kaspersky (new and sealed) retail products that I have bought for less than a tenner from eBay and representing what I believe to be good value. £10 per year works out at about 20p per week. Not sure about your figures though - £2.50 per month surely equates to £30 per year and not £59.88?

abandonded

Hi Sleazy and thanks for your input. I am already paying £2.49 for Supanet's AV. However, someone at Supanet has decided that the AV that I am paying for, should, in future become an antispam programme, and if I want to use their AV I will have to pay another £2.50 per month meaning that I will be paying £4.99 per month. BTW I think Trading standards are with me on this one but posted because I wondered if there were any other members in the same boat.l

bod1467

It depends on the contract wording. I suspect your original contract says that Antivirus is included FREE (usual value £2.49 per month). As such you're not entitled to a deduction/refund of £2.49 per month for you not using it or them changing the offer.

Thus you are not being overcharged, the contract offered the AV as a free extra. Remove the free extra and you still have the original services you were using.

abandonded

bod1467 wrote: »

It depends on the contract wording.........When I discovered that the AV was part of my contract, (I had never been told), I wrote to complain and quote from the letter of reply: "All new packages that are taken out with Supanet are now inclusive of the Anti Virus"........."£2.49".

Thus you are not being overcharged, the contract offered the AV as a free extra.

The AV has never been a 'free' extra since its cost of £2.49 forms part of my monthly payment.
As well as the letter, I also have an e-mail dated less than a week ago whicch states: "After looking at the account we can see that you do have an antivirus included within your Broadband package, as do all our customers". Now if all their Broadband customers have an antivirus included within their package, why are Supanet now offering it as an extra at £2.50 permonth. And why also have I received yet another e-mail which states that the antivirus in my package is in fact an anti spam and that the AV is now an option at £2.50.

bod1467

Nice selective quoting.

I don't KNOW Supanet contracts as I've never used them. That's why I said "I suspect" - something you conveniently omitted when quoting me.

abandonded

Hi Bod. It was not my intention to misquote you and the first line of my reply, viz, "The AV has never been a 'free' extra since its cost of £2.49 forms part of my monthly payment", simply pointed out that you suspected wrongly. I do appreciate your input and regret that my reply came over as antagonistic.