Superonline Failed to Fix My Fiber Internet Problems for 4 Years

The last technician named O*** told me to report the issue if it happened again. I informed him about the problem, but he dismissed it, saying that he doesn’t handle that area and told me to request another technical service. I did so, and the customer representative said that if the issue is caused by me, I will be charged, but if it’s from Superonline, there will be no charge. However, when I look at the latest message I received, it shows as a paid technical service request, whereas in all previous cases I was never sent such a message. Let’s see what method they will come up with this time, and I will share it here as well.

I have put aside all my work and daily life to resolve my grievance and solve the problem, and I talk to Superonline every day. I have to explain everything from scratch to each representative, but Superonline doesn’t care about this situation at all. They don’t care about customer satisfaction or the trouble of customers not receiving the service, and they act as if they are mocking us. I recommend that anyone considering Superonline read these complaints from top to bottom. For months, even years, I have been struggling tirelessly against speed drops and freezing issues. Most recently, on 15.09, I opened a new ticket and they opened a paid service ticket for me. I agreed to that as well. On the morning of 16.09 at 08:04, I received a message that the technical team was on their way, and at 08:06, I received a message saying my request was completed. I called customer service to complain since nothing had been done. The representative said my request was entered as a 5g and 2.4g band separation, and since they would handle it themselves, the technical team closed the ticket. I lost my mind. I said this was not my request, why aren’t you informing me? I already had you do the band separation, that’s not my issue. The representative apologized, said I was right, and said they would open a new ticket and my issue would be addressed. That same day at 10:24, I got a message that a new request was created, and at 15:55, I experienced the exact same thing as in the morning—a message that my request was completed. I called customer service again and asked about the situation, and got the same answer as before: your ticket was closed because your band separation was completed. Are you kidding me? What is this? I experience the same thing in the morning, I say this is not my request, my band is already separated, they open a new ticket and do the same thing again... The representative said they opened a new ticket and the expert team would handle it, but there’s no message, no one calls or checks. The replies to my complaints here like 'a necessary investigation will be made and you will be contacted' are just stories—no one calls, checks, or investigates. All they do is routinely issue and collect invoices every month, and when the contract ends, they call with sweet talk, making promises to fix the problem just to get you to renew the contract... One of the biggest mistakes of my life was Superonline. It was a huge mistake to insist on this company even though I experienced the same things over and over. They made me so fed up that I didn’t even get my line from Turkcell. I am collecting all the documents and, if necessary, will pursue all my rights legally. Everyone reading this should take these experiences into account when making a choice.