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Supanet Reviews

4.4 Rating 623 Reviews

87 %

of reviewers recommend Supanet

Company Reviews

4.4

Based on 623 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week

About Supanet:

Contact the Customer Service Team at: www.supanet.com/livechat

Supanet is a UK based telecommunication and internet service provider known for providing safe internet access for children.

In 1998, Supanet initially started as a dial-up Internet service provider in the United Kingdom. The company later started providing broadband, ADSL, Business Broadband, Fibre and additional services including web hosting, anti-virus software, internet telephony services, line rental, fibre broadband, online SMS services and other services.

Supanet are committed to only employing UK based call center staff with the Customer Service team being based out of Burnley Lancashire.

Supanet actively encourage reviews and appreciate all feedback whether good or bad, your comments help us to continually improve.

Visit Website

Phone:

07870162472

Email:

gary.holden@tpad.com

Location:

Time Technology Park
Burnley
BB127TW

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Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Wow just reading the reviews below....I've just received a letter demanding £69 other wise I'll have a debt collection company at my door!!! Funny isn't it come May of this year it will be 6 years to the month that I left Supanet as like comments from below. After the 6 years they can't get the money back......I left 6 years ago because they were an appalling company, took way too much money from my account on various occasions with nothing but hassle to get it back and here they come again wanting MORE!!! Your a shocking company Supanet and I really thought you'd be well gone by now.”

Posted 5 years ago

“Terrible Company said they were BT when I first rang, they set every thing up telling me go live on Monday that didn't happen!! Week without internet, my wife works from home on computer I have two children doing GCSEs I had to send them to relatives, spend hours on the phone, customer services telling that "Monday does run till midnight you know" still not working on Tuesday had to go back to other company to get a service. Now getting txts from SUPERNET to say i owe them £433 for breaking my contract even though they have not supplied the internet. Absolutely disgusting.” DO NOT GO ANY WHERE NEAR THIS COMPANY !!!!!”

Posted 1 year ago

“STAY CLEAR OF THIS COMPANY Was with supanet for years then cancelled subscription. Have now received a letter from a Supanet Quick Collect Agency for the sum of £1.29 for a router that wasn’t returned in 2012 !!!! The Account was in my late husbands name and now I’m seemingly have to pay this . Not only that but that I have to pay £99 for the old router that wasn’t returned in 2012 even though I returned a newer router in 2015. So now I have to pay £100.29 as they can collect this for up to 6years after you have cancelled your subscription???? It’s in your policy details I believe. But yet there has not been any communication from Supanet in that 6 years asking for this router until now as it’s nearly the end of the 6 years . The fact that the letter sent out is only asking for the outstanding Account Balance of £1.29 and doesn’t mention the £99 for a router not returned , was only told about the router when I phoned to pay the £1.29. Absolutely shocking It says on the letter that I received if not paid within 15 days legal action will be taken . I have advised that I will contact my Solicitor.”

Posted 5 years ago

“Appalling customer service I have never spoken to such a rude and careless company. I try to cancel and the person goes on about a contract whereas a contract is a two way deal, if one doesn't provide service then the other side should be compensated not charged. Unless you want to get robbed as both they and their associates are terrible.”

Posted 6 years ago

“Tried to opt out after being live for only 8 days and was told cancellation fee was over £500! Terrible customer service and appy tv is awful! Dont bother unless you want to be ripped off..”

Posted 6 years ago

“Had my email account blocked without warning. They wanted £59 to restore my access to the account (which is illegal in Scotland - the same law that prevents wheel clamping here). I never pay blackmailers so will have nothing further to do with this criminal company.”

Posted 6 years ago

“Worst provider I have ever known. Harassed me for money I did not owe them. Asked me to return 2 old out of date, years old routers, which I did. And rhenium they claimed I did not teturn them, even although, I had proof of postage, from Royal Mail. I still get harassing and fraudulent emails directed to my email address. Even though I am no longer with them, and have not been for many years. These emails are intimidating upsetting and fraudulent. They are various addresses with Supanet.com, but none of them are actually addressed to me. So Supanet emails are now generally prone to be actually criminal. I have had to inform the police.”

Posted 4 months ago

“No telephone so u cant complain.live chat tells u to email supanet they ignore email.absolute dog poo.avoid like the plague.keep your money even within cooling off period avoid avoid please.”

Posted 8 months ago

“£50 priority connection charge is a shameful hard-sell designed to take advantage of new customers. Moreover, it's seemingly not refunded even if cancelling in the cooling-off period. A potential legal loophole means Supanet can claim they've expended money on your behalf to a value of £50. To whom and for what exactly? To reduce a 3-4 week wait to a 2-3 week one? Hardly 'priority' by any definition that I know! Shame on you Supanet for shocking business practices. Up to your old tricks again.”

Posted 4 years ago

“Felt like I was conned into my contract with them, my internet goes off daily and every time I’ve called to ask for support I get told just to reset it which I now do most day and don’t bother calling anymore. Looking forward to my contract running out.”

Posted 4 years ago

“If I cpuld give zero stars I would. Cancelled my contract with them in Dec, paid cease fee of £35 and I am still heing billed in Jan and Feb for use of service in March! Awful service throughout the 2 yrs.”

Posted 5 years ago

“Terrible company,worst company They are layered for everything Company is based in Cyprus absolutely terrible STAY AWAY OF THEM,DON’T ORDER NOTHING FROM SUPANET PLEASE!!!!!!!!!!!!”

Posted 5 years ago

“Happy? What a disaster I had after asking for an advertised upgrade after several weeks of promises connect up was promised for Friday 6th June I found out that evening no broadband or telephone the jokers had disconnected the line and were unable to restore it. Eventually I rang Plusnet and was on line next day. Supsnet idiots now trying to get me to pay for cutting me off I’m about to report them for harressment”

Posted 5 years ago

“I am disgusted with this service I was charged 30.00 up front fee then cancelled within 5 days as decided to stay with my existing g provider , no service went live , no documents in the post before I cancelled and they would not refund my monies , then to top that they have taken 20.00 from my account with no permission as no bank details was given , absolutely disgusting”

Posted 5 years ago

“Please don’t use Supanet Clever marketing let me to believe I was taking out a new contract with BT but this was not the case. Hours in total on hold. Was never connected as they were not able to provide a service. I was charged £75 initially and they agreed to refund me £25 but kept £50 for “priority connection” as I had not cancelled within the 14 day cooling off period. However, they never actually connected me at all!!! I now have a credit agency threatening a CCJ if I don’t pay them a further £50? The email they send is a “no reply” address, the complaints email I found online was undelivered and if I call I am on hold, sometimes for over 40 minutes. All these problems before connection. Personally I strongly recommend you avoid. Not even worth one star To add to this review, after BT connected me straight away without the shallow excuses of these rogues, I called again, this time I was assured my account was closed and promising me a full refund. They have now debited a further £50 from my account. Now I have to sit for another 30 minutes plus on hold again!”

Posted 5 years ago

Hello & thank you for your review. From time to time our phone lines can get busy, please accept our apologies on the wait times you may have encountered. We do offer instant live chat at supanet.com/livechat which we'd recommend during our busier periods. I can see that we contacted you over a week before this review was left to agree that the £50 fee you agreed would be payable would not be charged to you due to the issues Openreach had providing the service to you, so we're disappointed to have received your review. As the comments you've left don't match what we can see has happened with your account I'll raise a call form our support team to you to ensure that you're happy with how this has been resolved. Many thanks Supanet Customer Services

Posted 5 years ago

“PLEASE DO NOT PAY ANYTHING/JOIN THESE SCAMMERS. When I first called the company, they told me that they were BT and now they say that we would never tell anyone they're BT. Bunch of liars!! I asked to play the audio from the first call where they told me they were BT and was told they don't have the call and they delete calls that's are older than six months where as other employees told me they always keep the audio for the first ever calls made. The wifi is extremely slow. My siblings couldn't even do their homework and had to go to the library due to the slow Internet. They offered me to pay for some wire the apparently helps speed the Internet which I didn't paid for. They raised the prices. Customer service is just awful, people who work there clearly do not know what they're doing. In the first couple of months, I decided to leave due to the very slow Internet and was told I had to pay £60 which I couldn't afford at the time. Now we decided to moved house we're told to pay £60 to set up Internet at our new house or £153.50 if we want to break the contract. They changed the price from £60 to £153.50!! These people are a bunch of scammers. Then one of the employees told me it cost £153.50 to leave and another one told me it costs £118.50. These people need to practice their scripts. After going back and foward with them, I finally decided to pay the fine of £153.50. They say that they record your calls but they don't. I asked them to play me the recorded call from the same morning and they refused to play it and told me they don't have it. Then later told me I had to pay £10/15 just to listen to it. PLEASE DO NOT JOIN THESE SCAMMERS. YOU'RE BETTER OFF JOINING TALK TALK/BT WHO BOTH GAVE ME A BETTER DEAL THAN SUPANET!!”

Posted 5 years ago

“Your online support specialist, Ava, was very patient and understanding in helping me to resolve my WiFi problem. I really appreciate the Live chat system as the written text is easier to refer to than trying to remember parts of a conversation. I have been with Supanet for many years and have always that found whichever member of staff I have corresponded with has been very professional and courteous. I wonder that Supanet does not have a higher profile as people are always surprised when I tell them about the price I pay and quality of service that I receive. Please continue to operate this way!”

Posted 5 years ago

“Technical Chat - Mostly Derek - but Lee and Ava too. Very patient as the BB line drops at random and was lost about 8 times during the chat. Focused on the issue and managed to keep track of the conversation. Not resolved yet - but will assist again if needed.”

Posted 5 years ago

“I needed re-assurance about something that was a worrying me and Derek, one of your on-line chat employees gave me the answers to the problems. As I stated we are happy with the Supanet service. It is nice to know that I can contact someone in respect of anything that may cause concern to myself and my wife. Thank you again!”

Posted 5 years ago

“Mr Lee was very nice and helpful. Need more like him”

Posted 5 years ago

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Supanet is rated 4.4 based on 623 reviews