Supanet Price Increase

nsdlil

Dear Forum ,
Please see the reply from Supanet to my complaint about my November bill . There was an unnotified price increase which was for the Fixed Services charge , and I calculate it at a rate of 9.22% (£23.78 to £25.79) , and this is the only increase since I took out an 18 month contract in May 2012 . Do forum members think this as an acceptable increase or is it grounds to claim 'breach of contract' and ask for my MAC ?
Their reply to my complaint about two errors in my November bill :
Dear Mr ********
I can confirm the price increase was due to an increase that affected the whole industry. If you would like to discuss this further please contact our services team on 0800 915 8803.
We are currently experiencing a technical problem regarding the call charges in which we are investigating. Once the call charges are back up and running please feel free to ring our Billing department with any questions on 0800 915 8186.
Kind Regards
Billing

Highwaygirl

I was a customer of Supanet for 12 years. Service ok, not fast but ok. I was originally on unlimited broadband £11.99 a month. When they got taken over by a Cyprus company they upped it instantly to £17.99. I stayed as it was unlimited and seemed easier than swapping. Then it went totally crazy. I was called to say usage exceeded but was only a curtesy call to warn me (since when was my unlimted package capped?) however I let it go but the monthly bill shot up (so much for it was only a curtesy call). After some months I was thinking to stop and find another ISP when they phoned to offer a phone and broadband package. It sounded ok so I agreed. OMG what a mistake! Contract came, wrong deal. Phoned up, ok will send another. Wrong again. Phoned (long time on 0845 hold) 3rd contract wrong again. Then date of phoneline changeover came, from BT to Supanet, call quality dropped 50%, could hear clicks and dialling as if I was sharing a line with 20 people. Then phone went completely. Caller display disappeared, 1571 service disappeared. Phone line dead! Broadband dead! I called technical help from another house, they were SO rude. In fact all the customer service people (and I spoke to many) were unhelpful. The tech guy actually said, well I dont know whats wrong and by the way you have a new phone number, I dont want a new number I said, well you have one anyway he said! Can try and get yours back but no promises.' Then said 'and youre not going to like this but I dont know when your broadband will be back on either'. I asked lots of times for explainations why I had no broadband and why contracts were always wrong, and to speak to managers as advised on their own customer charter pdf. I was told, managers are ALL busy in meetings and anyway they dont come to the phone. I was promised (actual word used) one guy would call me back in 10 minutes after checking account. 2 hrs later sitting by the phone - no call. I called (loooooooong time on hold) another person said oh, he shouldnt have said he would call you back. I finally wrote to the headquarters (couldnt face another phone call)saying I am cancelling. I had lost money over Christmas as I sell from home and if anyone wanted to pursue any contract obligations, I would sue them for loss of earnings. As far as I am concerned they did not provide me with any service to pay for. Broadband went down beginning Dec and never came back. I have now switched to BT. My call to get MAC code went as you can expect! YOU CANT LEAVE, you are in a contract!! (oh btw they issued me with contract no4 after last call! I didnt even order anything!) I would like to think this is now over but I have just checked my online billing and guess what?!!! I am over £50 in debt and on the bill are 2 phonelines!!!! They are seriously crazy.I have cancelled the direct debit but remains to be seen what their next move is. Stay away. They are ok so long as you dont mind them having full control and heaven help you if you have a problem. BT in comparison were angels of mercy on the phone. Helpful, knowledgable and respectful.
ps a friend of mine was also with Supanet, when they stopped they agreed to pay £10 a year to keep email address. Meantime they keep trying to charge £10 a month!

bod1467

Highwaygirl wrote: »

Wall of text

Please edit your post so it is readable.

mattyprice4004

Highwaygirl wrote: »

I finally wrote to the headquarters (couldnt face another phone call)saying I am cancelling. I had lost money over Christmas as I sell from home and if anyone wanted to pursue any contract obligations, I would sue them for loss of earnings.

Good luck with that, you'll be on a residential contract and as such you can't claim loss of earnings as you should have a business package.