We have an issue which has left us unable to receive any emails. Our technicians are working on this and hope to have this resolved within the next few days. If you need to contact us urgently, please call the relevant department listed in the Contact Us section of the website. We apologise for any inconvenience caused.
Hosting Platform - Maintenance Work
We are carrying out planned maintenance on Monday 27th and Tuesday 28th July 2015, after 8pm on both days. This will mean the hosting platform will be unavailable for approximately 2 hours per evening.
We apologise for any inconvenience caused.
Due to essential server upgrades taking place this evening, some of our customers may be without access to their email accounts for a short period of time from 8pm. Customers’ online billing accounts will also be temporarily unavailable at this time. We apologise for any inconvenience caused.
Update @ 9am 28.05.15 These upgrades have been successfully completed; Customers emails and online billing accounts should now be accessible. Thank you for your patience.
We are having problems with our webmail service which affects all email clients; our technicians are working on this now and hope to have this fixed shortly.
Update @ 14:00
Services are gradually being restored.
Update 28.04.15 @ 15:00
Repeated attempts to connect to our servers has resulted in some IP addresses being blocked. If you are still unable to access your emails please do not try to connect for a minimum of 1 hour. This will allow your IP address to be unblocked.
Update 28.04.15 @ 18:00
Service should now have been restored.
Unfortunately we are having some problems with our broadband service. Our engineers are looking into this now and we hope to have problem resolved soon.
Routine Maintenance Notification [All services]
Routine Maintenance will take place between the hours of;
Friday 13th March 00:00 – Friday 13th March 02:00
Friday 13th March 23:00 – Saturday 14th March 01:00
Customers do not need to take any action, services will simply resume following the maintenance.
Thank you, Supanet
Network maintenance Update
Our Senior Technical team has been working around the clock to resolve the majority of a Network issues experienced over the last few days. As of 14:00 today we are pleased to announce that the majority of issues are now resolved and any customers who have experienced an outage should now be able to get back online by simply rebooting their routers. If you continue to have any issues with your Broadband connections please log a technical fault with our Support Department. Furthermore we would like to apologise for any inconvenience caused by this matter and would like to clarify that we are doing everything within our power to ensure that you have your services running properly, as soon as possible, and that problems do not reoccur.
Network Maintenance 29.09.14
Over the next few days some customers may experience a temporary loss of broadband service due to network maintenance. Please be assured we aim to complete this maintenance with as little disruption as possible. We thank you for your patience in this matter.
Update - Low Speed Fiber Connections
We would like to inform you that we are doing everything we can to ensure you have only the best service and in order to provide this, we are currently working with K-com so that we can increase bandwidth to your area. This will allow us to provide your home with the speeds that you expect.
We hope to have these issues resolved shortly and have each household running with faster broadband speeds as soon as possible. Until we see an improvement we will continue to post regular updates on this matter to ensure you know what is going on in your area.
Furthermore we would like to apologise for any inconvenience caused by this matter and would just like to clarify that we are truly doing everything within our power to ensure that you have your services running properly as soon as possible.
Price Changes May 2017
From 28 May, we’re changing some of our Fibre Broadband prices. We’re telling everyone about the price change via email. If you would like to contact us about this, please call us on 01282 214 555 . Our lines are open between the hours of 9am and 6pm Monday to Friday.
Price Changes 2016
From 28 October, we’re changing some of our line rental, broadband and call plan prices. We’re telling everyone about the price change via email. If you would like to contact us about this, please call us on 01282 214 555 . Our lines are open between the hours of 9am and 6pm Monday to Friday.
Changes in the call tariff
We wanted to let you know we have updated some of our prices. The amended price list can be found on our website at - www.supanet.co.uk/terms-and-conditions
Changes to our Services
Christmas Opening Hours
Christmas Opening Hours -
Thursday 24th December 10:00-16:00
Closed Friday 25th, Saturday 26th and Sunday 27th December
Monday 28th December 10:00-16:00
Tuesday 29th and Wednesday 30th December 09:00-18:00
Thursday 31st December 10:00-16:00
Closed Friday 1st January
Saturday 2nd January - usual service resumes
Easter opening hours
Our Easter opening hours for 2015 are as follows;
Good Friday 10:00-18:00
Easter Saturday 10:00-16:00
Easter Monday 10:00-16:00
Changes in download overuse charges
The cost of Broadband Usage above the agreed cap limit for your broadband service will be charged at £1.29 for each Gb or part of used over and above the limit.
Changes to our Terms and Conditions
Improvements to our Terms and Conditions
Residential Terms and Conditions
Changes have been made to Condition 7 (Charges, Payment Terms, Credit Limits and Deposits). These changes are intended to provide greater clarity in relation to our Charges and credit vetting procedures. They do not increase the amount you currently pay for your services nor do they impose new charges for existing customers. These changes:
- more clearly set out and explain your payment obligations and the consequences of non-payment;
- provide further clarity as to when charges become due and payable (conditions 7.1, 7.3, 7.6 and 7.10);
- more clearly set out and explain the consequences of not paying your bill on time, and the circumstances in which our existing charges in relation to non-payment will apply (conditions 7.14 and 7.15);
- provide an explanation as to why your first bill may be higher than your subsequent bills (condition 7.8);
- more clearly set out our credit vetting policy and procedure (condition 7.5);
- set out circumstances where we may request you to pay a deposit (condition 7.2);
- provide further information about credit limits that may apply to your account, whether now or in the future (condition 7.3);
- explain that we may use an external debt collection agency to recover debts that you may owe to us and by instructing an external debt collection agency may result in you incurring additional costs (condition 7.19).
Condition 11 Condition 11 (Rights to Cancel - Cooling Off Period) has been updated to reflect changes in the law brought about by The Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013, which replace the Consumer Protection (Distance Selling) Regulations 2000.
Condition 12 has been amended to allow us to treat your contract as terminated if you cancel your Direct Debit or other continuous payment authority without previously notifying us or if we receive notification from another provider that you are switching services to them.
We have also made other more minor changes to the terms and conditions to make them easier to read, but without changing their legal effect.
Broadband Service Terms and Conditions
The main change made to our Broadband Service Terms is in relation to Condition 9 , with the introduction of a Home Move Fee, which can be found in our Price List, available on our website.
We have made other more minor changes to these Service Terms to avoid repetition and make them easier to read, but without changing their legal effect.
Telephony Service Terms and Conditions
The main change we have made to our Telephony - CPS and Line Rental Terms is in relation to Condition 4.7 , providing information regarding credit limits that may apply to your account now or in future.
We have made other more minor changes to these terms to avoid repetition and to make them easier to read but without changing their legal effect.
Multi-play Package Terms and Conditions
We have removed the section “Can I Cancel This Contract?” These details have been clarified further in the update to our Residential Terms and Conditions, above.
To complement the changes we have made to our terms and conditions, we have made changes to our price list, both in terms of layout and content. You can now find all of our charges and tariffs in one place.
We do not believe that any of the changes we have made to our terms and conditions are to your material detriment. However, if you believe that any of the changes are to your material detriment you have the right to terminate your contract without penalty or payment of any early termination charge. You may exercise this right by contacting us by letter to:
Supanet Terminations Department
You may also contact us by telephone on 01282 214 555 . Our lines are open Monday-Friday 9am-6pm.
Update: Recent Changes to Terms and Conditions
We have made some improvements to our Terms and Conditions. The changes relate to condition 7 ('Charges') and condition 14 (Changing the Terms of this Contract) of our Residential Terms and Conditions. The amended terms can be found on our website at www.supanet.co.uk/terms-and-conditions
We do not consider either change to be to your material detriment. Condition 7 has been amended to improve the wording of the condition and to make it clearer. The date on which your monthly charges fall due for payment has not been changed. The changes to condition 14 reflect Ofcom’s recent guidance on contract changes during contract minimum periods, including conferring upon you the right to withdraw from your contract without charge if you consider any change made is to your material detriment.