Complaint: Lack of service

on 09 April 2021 about Supersonic Fibre in category Internet Providers

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My complaint:

On the 8th of Feb we informed supersonic that we were moving and that we needed a new fibre line at the new premises. On the 19th of Feb we moved and had not yet received any calls regarding the installation of the new line. We contacted supersonic on the 22nd and they informed us that our request would be escalated as we needed fibre urgently since we work from home. In the terms and conditions they state that it could take UP TO 14 business days for installation. After 25 days (19 business days) and numerous calls and emails, we were forced to cancel due to not receiving the service we were paying for. We had to pay R3000 in data costs because we had no fibre at our new location and now there are 2 problems.
1. The old line is still active at our old premises and the new tenants cannot connect their fibre line.
2. We are now expected to pay a cancelation fee of R2700 although supersonic breached the contract because they failed to connect a new line within 14 days and we have had to pay R3000 extra just for data.

Nobody has gotten back to us from the complaints department or from management which we also requested a call back from. No response yet from cancelations even though the cancelation email was sent on the 5th of March already.

0 0 votes
Justified complaint?

Suggested solution:

They should just get someone to call us back from accounting, so we can try and resolve the situation. They should also just cancel the old line so the new tenants can connect their fibre line because they have nothing to do with our dispute, yet they are caught in the middle

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