Superonline Misled Me About 1000 Mbps Plan and Gave Only 10 Mbps Upload Speed
On December 31, 2024, at 3:30 PM, I received a call from a representative named Ms. E***, who introduced herself as my corporate customer representative. She informed me that my current 100 Mbps fiber plan was ending and offered to assist with the renewal. She proposed a tariff with the same speed for ₺470. I mentioned that I had seen an advertisement for 1000 Mbps speeds and expressed interest in switching if my infrastructure supported it. She confirmed that it did and assured me that I could switch to the 1000 Mbps plan for ₺600 per month. However, after the transition, I noticed that my upload speed was incredibly slow, making it impossible to send files efficiently. When I contacted customer service to report the issue, I was informed that my package had been set to 1000 Mbps download and only 10 Mbps upload. This is absurd—my line, advertised as 1 Gbps download, operates with an upload speed of just 2 Mbps at times. I immediately requested a complaint to be registered, my conversation with Ms. E*** to be reviewed, and my line corrected to 1000 Mbps download and 50 Mbps upload, as it should be in the advertised package.
On January 17, 2025, at 12:00 PM, I was called by another representative, Ms. B***, who confirmed that my conversation had been reviewed and that I was correct in my claims. She stated that the initial representative would receive appropriate warnings, but when I asked about fixing my package and addressing my concerns, I was told, "We cannot do anything about it, sorry." In Turkey in 2025, while other operators provide 1000 Mbps download and upload speeds at cheaper rates, Superonline offers only 10 Mbps upload at a higher price. On top of that, they mislead consumers into committing to a 12-month package and then dismiss legitimate complaints with an apology. After using Superonline for 10 years, I am certain I will cancel my subscription regardless of the withdrawal fee. I will share this experience widely to prevent others from being misled, and I intend to take this matter to legal platforms to seek justice for this mistreatment.
