Regrettably a very pooler experience when I tried to cancel my account, excess of cancellation charges of £545 that they can’t justify!

Please do not use this Internet provider they are frauds and have taken so much money without providing any services.

Very very bad internet provider, speed of wifi keeps on fluctuating, no help from live chat. I urge people to read the reviews first before going with this company

steer well clear of this company!! My elderly parents have lost over £700 to this company in charges for an internet service that worked for a total of 4 hours. They never answer the phone and expect everyone to use online chat, which is something that my parents could not do! after cancelling the direct debit they soon got in touch and were told they would have to pay £539 in charges and threatened them with debt collectors, which scared them into paying but then took £618 from their account! they have not answered my letters to them, so we are now going to contact Ofcom.

No internet for three months and now charging me £560 to leave the contract and threatening with debt collectors. Do not use this company.

Terrible customer service . I was with this firm for quite a number of years and when I decided to move ,after a series of inexplicable increases In the monthly payment , was charged an early exit fee . My service was also terminated before changeover date and I had to pay the full fee before it was reinstated. At the end of it all I was glad to pay to get away from them . NEVER use this firm .

Webmail service has not worked for year and now receiving threatening letters from Quick Collect

In January, my internet went off. I rang Supanet Customer Services and explained my problem. I was getting no internet. After being prompted by an advisor, I was told to reset my modem/router then input some settings. I did all that I was told and what seemed like an hour inputting settings, the advisor said that I needed a new modem/router. She said that I would have to pay P&P and return my old router. I would be reimbursed with £9.00 if the modem/router was faulty. When I got the new modem/router, all was fine, internet great and not a bad speed. On my next bill, I had not received my refund of £9.00. I rang them and asked why hadn't received it. I was told that it had not been looked at yet. They had received it but not looked at it. A month later, my bill arrives. Yes, you guessed it, no £9.00 refund. A phone call to them again and she said that they had looked at it and it was not faulty. I told them when the old one was fitted there was no internet. When I received the new one, plugged it in and instantly got internet. It doesn't take a scientist to work it out. Old one, no internet. New one, internet. I said that I did not agree with their findings and that I would like to take it further. She said that I can't and that was as far that it would go. I suggested that I send the new one back to them and they return the old one to me then we could start again with the problem. I was told no, they can't do that. After being with them for many years and was reasonably happy, I said that as soon as my contract ended, I would go elsewhere. Not at all happy with the outcome. Some would say it's only £9.00 but being disabled and only getting state pension, this is a lot of money to me.

Customer services person rude and aggressive, i would avoid this company. Been with them for 20 years as well.

I rang the company to cancel the contract as my disabled brother had been taken into care. No compassion was shown and I was told that there was £123.00 fee. It was cheaper to stay and see out the contract so that's what we decided to do. I received a letter yesterday saying that they have renewed the contract. I can't understand why they would do this when I asked to cancel it. Would never use again and wouldn't recommend. I went on supachat but no chat there. They won't speak to me and my brother's Power of Attorney died a week ago. Totally messed up things for us.

Nicoli deserves a promotion, hes the nicest person out of the tech services i have met yet, done his best to help me and is quite fun also, vreat customer service

Great Service via supachat Rapid response rapid decisions and Ruth was very helpful.

the worst company Ofcom should force them to close down. if you report a fault they immediately assume you have done something to the line yourself and are wasting their time. the fact you have no line or internet access again is not their problem. they threaten you if you wish to leave with charges etc even out of contract

After a few years being with this awful company I am now free and out of contract and now with a well known provider with no hidden extra charges that Supanet add on. I had to pay a £35 disconnection fee even tho I was out of contract??? Sometimes I waited over an hour when I would telephone Supanet with yet more complaints from a rubbish service provider. So my account was closed and I joined another provider. I then received a letter to say I needed to return my router, otherwise they would charge me £120, surely if they wanted it back they would have asked before the account was closed. I sent the router back, had a another letter to say I owe £139 for two outstanding routers!!! I have lost count how many emails I wrote to say I am not in receipt of any outstanding routers....within a week i get a threatening letter from ‘Quick Collect Collections’ demanding I pay this outstanding amount otherwise I would be sent to court!! Apart from the awful service and rude staff when you don’t want to renew your contract has anyone else had this happen to them? ’

I have had several, stressful experiences with this company and do not recommend. Not actually had issues with the fibre broadband I must make that clear but, in terms of customer service, they only deserve one star. Initially, they hiked up prices and had apparently contacted me, which was not the case. Secondly, on knowing my contract was due for renewal, I found another provider, went to Supanet live chat to ask the end date ( a service they push) which I informed my new provider of, to then get a message saying that I was terminating the contract early so must pay an early exit fee which I must pay within 24 hours or itll go to debt recovery - worrying. I then rang supanet and had an apology as I was told the wrong date on live chat and they didnt know why, so on being told the correct date, rang the new provider to inform them. My partner then rang our new provider a few weeks later as we were getting a phone data boost as well as broadband services, but this had not yet been added on. They said, that Supanet had been in contact with them to cancel the new service - WHAT? So, I rang Supanet to just triple check the end date before setting up with the new provider again, and was told I would be charged £25 if I told them then we were changing provider as it was too early- I was advised to phone nearer the time to in so this charge wouldn't be incurred. Then, also told there would be a £35 cease fee charge, even though our contract would be up - WHAT? Didnt query it further because I was too angry. I set up with the new company, to receive a text today, "Your ETC bill is ?£35.00. Call 01282214043 in the next 24 hours to discuss. If no contact your file will be sent to Debt recovery for further action. Supanet" - WORRYING! It being a Saturday at 4.55pm, the line was shut - more worrying! We've never not paid, always paid on time. We're getting married next year, so would like to apply for a loan and our credit rating would be slashed if this measly £35 went to debt recovery. Have settled the bill on contacting live chat because I just want to see the back of them. Way too much stress and bulls**t. Then get a text saying.. here's how you pay your bill. "THANKS FOR YOUR CUSTOM" !!!!!

Poor internet service. Second rate. I was treated like a criminal !! Videos disconnect - stop frequently. The customer service is a joke. When I complained about the slow speed and checked it... the customer rep. said that "his" reading is different. They cut off my service on the day that I called to give advance notice for cancellation of service. after one year. [August 2018 - August 2019]. I am moving overseas. They disconnected my service ON THE DAY I CALLED even though I have paid for the month of July by direct debit monthly. My payments were never late. They charged me £306 to cancel after I year. I could not pay the bill because I had no internet. I had to go to a friends house to pay the bill before they reconnected. Good riddance.

Fraud and worst. They charge a little less but their internet speed so bad. loading takes forever. It's super slow and there is nobody to help. it says like below when i click on the contact-page or chat option etc. Your connection is not private Attackers might be trying to steal your information from www supanet com (for example, passwords, messages or credit cards). Learn more

Hi. I have been without phones and internet for a few days. However with the help of Cathy all is no resolved. Over the years I have spoken to several people at Supanet,and I must say no one has come up to the standards of Cathy. Very professional,friendly with good product knowledge. A credit to Supanet. Thank you. Cathy.

This company needs to be fully investigated by Ofcom. They are mis- selling their broadband service to vulnerable consumers under false pretensences claiming to be a BT subsidiary company which is false Information and in my opinion, is "FRAUD". They claim they can provide you with 6G !! The UK are not even in receipt of 5G.If you cancel your agreement with them they will try to intimidate you with a company called Quick Collect which was dissolved on 4th October 2016 and was listed under SUPANET Limited. They also try to put the blame on a company called COMMSBROKER stating they are responsible for the mis- selling of their products. However, COMMSBROKER DO NOT EXIST!!! As consumers we all need to work together in order to put a STOP to this companies deceitful tactics. I will reiterate once again stay away from SUPANET they are not in anyway working with BT or Plus Net and are in no way a subsidiary company of BT or Plus Net

The worst company anybody could ever go to do not do it people they will take you to court take you to bailiffs have people ring you and threaten your wives I am not joking I do not tell lies these people are liars they're not with btbt should sort them out