supersonic Reviews 370

I am utterly disappointed with the service provided by Supersonic, I reached out to the consultant Dudu. After placing an order for a 5G internet package on May 1st, 2024, I expected a reasonable timeline for installation or at least some communication regarding the progress. However, all I received was an assurance that our project management officer would contact me, without any ETA or concrete information.

It's now the 14th of May, and I'm still without the internet package I paid R699 for. Despite diligently reaching out through various communication channels like email, phone calls, and WhatsApp, the response has been abysmal. Dudu and the Supersonic team made false promises, initially claiming the issue would be resolved before the end of the second week. This was nothing but a trick to lure customers into their service with no intention of fulfilling their commitments.

The lack of transparency and accountability in Supersonic's approach is appalling. It's not just about the delay in service but the disregard for customer satisfaction and honesty. I strongly advise against relying on Supersonic and dealing with them in the future, who only seem capable of making empty promises and wasting customers' time and money.

Where do I start?

Well when I was a customer until December 2022, I would be double debited or billed incorrectly. I would do an EFT for my monthly charge of R699 and next best thing I get debited R840. Queried this and had to get a refund right toward the end of making use of their services.

I closed this account with sufficient notice in December 2022 as we moved out of the address and immigrated to the UK. October 2023 I was sent an invoice of R1633.36 saying it's a vumatel clawback amount. I've asked where the amount comes from and explained in 4 different emails the above but I only ever got 1 responses that said, "it is for your account with us".

1st of all what account since I've already closed my account months prior? Secondly, if anything there was never a discussion of a vumatel fee prior to me taking up the service with supersonic. Lastly, you should have billed me on giving notice to cancel services should there have been a previous discussion about a vumatel fee but, there was never one.

This now reflects poorly on my credit score for an amount I am 100 percent sure I cannot be liable for.

They don't respond and it has been months!

Disgusting! DO NOT USE THEIR SERVICES

If I could give 0 stars I would.
The worst ISP I have ever worked with in my life, I have given my notice one month in advance when I canceled the service for end of December. Supersonic took 3 months to eventually collect the equipment in March and now I get smacked with a R2500.00 debit order out of nowhere (May 2024). In my honest opinion they are a bunch of crooks.

They don't answer phones. The person I spoke to doesn't respond to emails.
Asked for an email of someone in a position to sort out my problem, only up he told they don't give put their emails to customers.
Left a message with the consultant for the person responsible to call me
Probably won't happen. We will wait and see if they call.
I also record my calls for problems like this.

You suck. Thats it.

Just because you can't get 0!! Your service sucks. 48hour without wifi. Promises of 30min then it will be back on. Takes your money and do not deliver a service. Skelm incompotant etters. Stay away

Worst ISP on the market. It took 2 weeks to get my setup delivered to my house. Another 4 days to setup the ONT and router. Since you cannot get a technician out to assist you have to spend countless hours on your WhatsApp. The call center never answer your calls. It's just disgusting customer service. My signal has been unstable and faulty since the connection and no one comes out to help. I was told to run speed tests and still my signal monitor reads over 105dbm. A decent signal must not be lower than 75dbm. I cannot stream anything, Netflix doesn't even work. I have honestly had it. Not worth it.

From day one, I’ve done nothing but waste my time with these people.

They take hours to respond on whatsapp and keep closing the chat without your issue being resolved. Not once has someone picked up my phone calls and does not even help to log a ticket on their wesbite either.
I still cannot wrap my head around the lack of quality customer service. I haven’t even been with Supersonic for 2 months (maybe one), and I’m furious about the poor service and the lack of proper customer service.
I would not recommend SUPERSONIC!!

From day one that my Mtn fixed LTE was activated I had problems with the service.. My speed stayed between 2 and 3 mb and when you called or whatapp and tell them the problem thy just through in your face there TC&C so what I did was installing the router outside my house in a enclosure but there was no change at all, so a placed a mast 4m above my house and installed the router on it with nou change at all.then a installed a signal booster and no change at all, so I decide to buy a new router and placed there supersonic sim in to the new router and created a supersonic APN and gues what the speed went from 2_3mbs to between 27 an 30 MBS but unfortunaly its not a Mtn a proofed router so thy blocking my router.. And when I contacted supperonic and want some explenation thy just ignoring me or tells me you have to u have to use the supp**** router

Don't even bother! These guys are the absolute worst in customer service. I applied to have my fiber installed, and while they were quick to respond on WhatsApp chat, things went downhill after the router was delivered.

They didn't activate my internet for two whole days. Finally, on the third day, at 10:00 AM, I managed to get them on WhatsApp chat again to cancel the service. Incredibly, they activated my line at 10:07 AM and then told me I would be charged for cancelling an active line! You'll be on hold forever on WhatsApp and never get the service you need. It's a truly horrible customer experience.

Cancelled within 7-days as no communication received. Called helpdesk (held forever) was told to log a call online - DID! Nothing. No refund. No communication. Should have checked here first!! Waiting and pursuing full refund. Scamsonic a better business name.

*** Update***
I eventually managed to cancel my non-existent order.

My final question leaving Supersonic: Do Supersonic usually send out no communication to their customers? I have never done business with an organisation before that does not communicate anything at all.

Supersonic Fibre: You are most welcome. Have a good day.

I think their response says it all...

*** Original ***
Signed up for internet. No order confirmation page, no confirmation emails, no answer on their call center number, no response on their chat. If it looks like a scam and smells like a scam, it's probably a scam. I should have checked Trustpilot before placing my order.

Terrible customer service. Also, their consultants are criminals,they change your details on their system. You find yourself paying for other people's WiFi while no one is willing to help rectify the problem.. they do this by sending you a like to pay with your name only then upon further investigation you find that all the details reflect their person account with only your name, I'd and bank account.

Extremely poor, no whatsapp response, waiting for long periods on. The call, I canceled my previous ISP hoping to try them out, no order showing on dashboard but somehow shows something pending when I search my address on fibre, so nobody can help me and I need to work from home, if you can't put your customers first, dooffer a service!!

After having to escalate a query- Anneri Bonthuys helped me super effeciently and in good time. Very friendly and assists right up to closing. So starting off frustrated with an issue, but walk away with a smile. Thank you

Supersonic are absolutely the worst service provider in South Africa, do not use them. Their accounts department is absolutely pathetic and completely incompetent. They continue to bill you even after you have cancelled your contract with them and then after numerous attempts to credit the invoices, they hand your account over to a collection agency. I have sent WhatsApps, phoned and emailed for nearly 18 months and my queries have not been answered nor resolved. You can't speak to anyone with authority and continously get fobbed off.

Wil never use super sonic again. Will not advise anyone to take up internet with them. Firstly they do not inform you about the clawback fee and how it works. So they are advertising their internet as a month to month package, but its not. I canceled my account in 2021,gave my 30 days notice. Then they said no i can not cancel within 6 months. Then they charged me a hell of a lot of fees. Then they came and say i used internet without paying. Which is impossible. You top op out of your bank account if neede. So i had to go draw 7 months bankstatements to prove that i paid for every top up. Then they said no i must pay for the router. And i told them that the router is safe in its box. They can collect it. Then they said i must pay R250 for the the collection, at this stage i was so fed up with them i told them its fine. Send the details so i can pay and they collect it. They never came for 2 years. Then one day they deducted R2100 from my account. I called them and said no one gave permission to take any money from my account. I dont owe them anything. Then everything started all over again. I forwarded all my mail correspondence to them. They arranged collection of the router after more than 2 years. No word from them for months again. Up untill today. Today i got a mail to say i owe R486.... Really bad service. They are the worst company i ever delt with. I told their credit department if they write me up for non payment i will get legal help. Tired aof them. How can you take 2 years to get back to a client. Luckily i kept all my mails. And proof. But still today...... Sending me a mail to say i must remeber to pay my fee for March. What fee?

I had a subscription with Supersonic in 2021. In April 2021 we got fibre in our area and Supersonic at the time could not assist with fibre connection. I sent an email to Supersonic with a 30 day notice of cancellation of my subscription. I never got any further correspondence or account from them to date. On the 05 March 2024 I received an email from a credit solution company (Nimble Credit Solution) that I now owe Supersonic R798,00 (2 x R399). I queried the said amount and was sent a statement and my email with a modified date of 14/05/2021 stating that account was billed for the month of July which will be credited to my account. Last payment from me to Supersonic was 01 April 2021. I paid R399,00 on 08 March 2024 as that was one month payment stating that one month will be credited to my account. However, the credit company requested a further R452,27 from me now. Amount handed over to them was R798,00. I am extremely upset. I always pay my accounts well in advance. If this amount was requested in 2021, I would have paid it then. Now there is a R7,38 interest and R45,89 fee suddenly added. However initial amount was just the 2 x R399 = R798. Just to get this sorted, and avoid a negative credit listing on my profile, I paid a further R399 today but refuse to pay the additional charges. I feel that it is Supersonics mistake almost 3 years ago and now I have to pay for Supersonics incompetence. I will definitely NOT recommend Supersonic to any one and will definitely NOT be doing any business with them ever again.

Requested to "downgrade" my package from a 30/30 line @ R799 p/m to their current lowest package 60/30 @ R599 p/m. After first being told this was not possible, I was then sent a pro rata invoice for the remainder of the month on the new package price even though I had already paid for the more expensive yet slower package for the current month. And since they've processed this downgrade I have been without internet connection and customer support cannot assist me. Do not use Supersonic

Had Supersonic as my isp abt 2 years ago gave notice of cancellation which was disputed but I have proof of my cancellation .Went over RSAWEB for the time since then ie abt 2 years.Now these fools claim I havent paid Febs account when I dont get fiber from them but they proceed and Now have a bunch of Whackjobs called Nimble Credit solutions demanding I pay for feb.I have emailed them and told them that I do not have an account with Supersonic but the wackos persist sending me emails with demands.God knows how bad Supersonics account system must be as I have seen others complaining,and if this persists I dont see a future for them.Surely the management must have some idea of what going,but it doesnt look like it.