In March 2025, I started a fixed internet subscription with a 24-month commitment. Since the day I subscribed, I have been experiencing frequent internet disconnection problems. I called Superonline customer service at 0532 532 00 00 many times to report the issue and request a solution. Despite my repeated complaints, only one technical visit was arranged, and apart from that, I only received SMS messages claiming they tried to call me but could not reach me (call records can be checked for confirmation). On April 26, 2025, at 14:26, I called customer service again and requested to cancel my contract because I was not receiving the service I was paying for. Since the problem was technical, I clearly stated that I should not have to pay any cancellation fee. The customer representative confirmed that they saw the ongoing connection problem and noted in my cancellation request that it was due to technical issues. They also said they added all the necessary details to support my case and that Turkcell’s cancellation department would review it. However, the representative also informed me that if their review concluded there was no technical problem, I would have to pay a cancellation fee of ₺6,988.64. Moreover, if they attempted to call me during the review and could not reach me, it would be considered that I accepted this fee. I want to warn potential new customers to be aware of such practices and understand what kind of company they are dealing with. According to Articles 52(4) and 52(5) of the Turkish Consumer Protection Law No. 6502, consumers have the right to cancel indefinite-term or fixed-term subscriptions longer than one year at any time, without giving any reason and without paying any penalty. Despite this, the company is trying to charge an unreasonably high cancellation fee. Furthermore, the 24-month subscription was a mutual agreement where Turkcell Superonline committed to providing the service and resolving any technical issues. Since they failed to provide the service, I am requesting the cancellation of my subscription without any penalty.
Since April 18, 2025, our Superonline fiber home internet has been down due to a technical fault in our area, and we have not received any service. Our customer representative keeps stalling us, saying the issue still persists. It has now been exactly 4 days. When we try to cancel our subscription, ...
On April 10, 2025, at 17:50, I had Superonline service installed at my home. After that day, I was only able to use the internet for one day. Since then, I have not been able to connect to the home internet at all. Customer service told me the issue would be resolved on the 29th of the month. I expl...
I am a Turkcell Superonline customer with subscriber number 67494218. On March 6, 2025, I called the company at 05325320000 to request the cancellation of my subscription, stating that I would switch to another operator because their prices were too high for the service provided. They stopped my bil...
I am a Turkcell Superonline subscriber and have been unable to access the internet since yesterday, despite running an online business from home. I’ve submitted multiple service requests. Two technicians arrived around noon, inspected the issue, and said the signal from the main box was much stronge...
I applied to Superonline for a 100 Mbps home internet service. The installation team that came to my home told me that my bill would be ₺450 instead of ₺650 and completed the installation without providing any information about a commitment or cancellation fee. However, after using the service for o...
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