Why is it so hard to pay these people ?

[pcmaczone]

Not happy at the moment. Just received a rather terse letter from Entanet telling me my services have now been suspended...which they obviously haven't...yet....and that if not paid within 7 days I will be charged interest at 3% plus, if i want the debit taken again it will cost me £10 in admin charges!?

That's an abysmal way to contact a customer who has had one failed dd and through no fault of my own as I was double billed by another company which took the money that would have been there for Entanet.

Every other company I have ever dealt with in regard to Direct Debit has simply put through the request again a week later, at which time it would have gone through.

Also I just tried to phone Entantet...on an 0870 number I might add and got an answer phone stating the person at this extension is away from their desk. Am I to assume then that there is only one person at the other end?

Taking into account the bad speed issues when I migrated and the daily rebooting of the router on top of this letter and not being able to contact anyone in order to pay the bill I have to say I am completely unimpressed by the whole service. Also why am I paying Entanet when i am signed up with ADSL24 ?

Oh and I tried the ebilling thing. Put in my latest invoice number and account number to sign up and the page just kept refreshing. No error message, nothing. What's that all about? I have never come across a company where it is so difficult to actually pay them!

[smartybones]

first of all, all, any charges you may have because one company took a payment twice, you should be able to claim back any charges from them due to there error.


second... i hate having to phone 0870 / 0845 numbers.... i pay bt for free local and national calls so i dont see why i should have to pay... i do understand that these companies keep costs down by getting some revenue from support lines... but, you may be interested in the following link...

http://www.saynoto0870.com

you pay entanet, because adsl24 is a reseller for entanet....

[James]

First of all, you already have an Entanet billing account so you should be able to login to the billing site. If not, click the "forgot password" link and enter the e-mail address you originally signed up to us with.

You are pying Entanet as they are the company supplying your service. We are a reseller of Entanet.

[pcmaczone]

Well luckily my bank haven't charged me...at least not a lot.

I can see where the lower price than F2S etc is coming from now but surely there should be some way to pay Entanet without all this faffing about ? It should have been a couple of minutes at most and yet here I am two hours later and still no further forward.

My problem about the letter they sent out is that they seem to assume your a bad customer and are not going to pay. That is not the way to talk to your customers.

Also the problem with being signed to ADSL24 but then having to pay a third party for the service is that as I have discovered, there is no one at ADSL24 who can do anything about it and it seems pretty pointless to be signed to a company who cannot accept your payment for the services they provide?

At the moment I still have a connection, but from what I have heard it could be disconnected at any time and probably just my luck it will happen today or tomorrow when I can't get hold of anyone to sort it out.

If Entanet are so small that they cannot provide staff to take customer payments and sort out payment issues then I think it may be time I went back to a more reliable service provider. I may pay a few pounds more but at least I wont get letters like this one and I can contact someone on a Saturday morning.

[pcmaczone]

First of all, you already have an Entanet billing account so you should be able to login to the billing site. If not, click the "forgot password" link and enter the e-mail address you originally signed up to us with.

You are pying Entanet as they are the company supplying your service. We are a reseller of Entanet.

I tried that and after being sent a link to choose a new password I was then informed they did not recognize my email address! How can they not recognize it when they have just sent me the link and it's the email address you yourself gave me in a support ticket and the one I first signed up with?

My point is, YOU cannot take my payment and yet your the only people I can contact about it. Also your the people I signed up with, not Entanet. You should be able to sort out billing problems, I shouldn't have to be chasing a third party just to pay my bill or what's the point in signing up with a reseller in the first place?

I apologize if I come across as somewhat angry and annoyed. All I want is my Internet connection not to be disconnected just because no one will take my payment :(

[James]

I completely agree with your comments - dont get me wrong. If Entanet customer services were open at weekend I'd get it sorted right now for you. You can contact Enta about billing but they are not open at weekend - if it was a weekday you would be able to.

In the e-mail you get originally giving you a link to set a new password - check the URL has not been cut in two - as sometimes som e-mail clients (especially online webmails) mess up the link. If in doubt forward the e-mail you received in a PM to me and I'll get the password reset for you.

[pcmaczone]

I checked the link and it is the full link, not split.

It's rather amusing, just looked at the Entanet logo and it says "Entanet Connecting Confidence" LOL I can't even contact them.

[pcmaczone]

By the way James. Have just pm'd the email to you...just in case I'm a complete dolt and it's user error :)

[James]

It has messed up the link - replied via PM

[pcmaczone]

Thanks James. Can now log in but of course that doesn't really help as there is no way to make a payment :( These guys really ought to sort this out. Here am I happy and willing to pay my bill and there is no way to pay it. It's very frustrating to say the least.

[dkimber]

You need I assume to setup a new direct debit mandate or the equiv. for a credit card. You can do that through the ebilling site. IIRC thats the only two payment methods entanet accept.

[pcmaczone]

This is just amateurish. It's not rocket science to accept a payment online. Why on Earth should a customer need to set up a new dd mandate when there is one already in place?

This is simply ridiculous. I have spent hours this weekend trying to find a way to pay these people and it's just not possible. What kind of an outfit are they? No staff on a Saturday. Only one line to deal with billing problems and even that's an 0870 number and you can't pay online.

[smartybones]

personally, once i discovered there was no accounts department open on the weekend, I would have quit trying to contact them until Monday. i wouldent put myself through the stress.. and if my internet had gone off over the weekend, due to a screw up on entanets behalf, when I spke to them on Monday, i would have demanded a discount on my monthly subscription.

I dont understand why you cant login to the billing site.... i have no problems at all getting in there.... have you still got the email from them telling you your username / password for the billing.... this is a different login than for your adsl login

[pcmaczone]

I got into the billing site but there is no option I could see to make a payment. There is also no option to set up a new dd other than to ring entanet or email them.....sorry but that's pathetic!

Hey and now, here we are on Monday and I have rung three times today and get the same message. "The person who's extension you have phoned is away from their desk" Is this some sort of a joke?

James, if your reading this can you please try and contact Entanet because I really would just like to pay my bill.

[James]

Go through to customer services on their number not accounts - they will be able to help.

[pcmaczone]

Well, finally managed to get hold of someone at last. Does it really take five minutes to open a screen so that they can take payment? Reason I ask is because after taking my details that's exactly what happened, I was put on hold for five minutes whilst apparently the girl on the other end opened the right screen.

Still, at least I managed to pay which is something I suppose.

[James]

I can only apologise on Enta's behalf - I have no idea why it's taken so long, most people have no issues and find it all ok - so I think you've just had some bad luck

[pcmaczone]

You know I really feel sorry for you guys at ADSL24. A great company who unfortunately resell services provided by a complete bunch of incompetents.

After the fiasco with trying to pay my bill and finally getting it paid last week, today I receive an email telling me my account has now been blocked because I haven't paid and set up a direct debit mandate!

Got on the phone and after getting the automated switchboard and being told yet again that I was first in the que and being put on hold...again (0870 number of course) I finally got through and after giving my account details, was told I hadn't paid. When I pointed out I had indeed paid, 8 days ago she said...oh...so you have! Also it was discovered that my existing direct debit is still active.

Are they a complete bunch of fools there?

I get the impression that Entanet is one or two people in a small office who have trouble managing an ever expanding business. They are closed over the weekend which tells you a lot about their size. They don't have any way of making payments online. They use an automated switch board which...oddly enough puts me through to the same person no matter what extension I try and of course they can't seem to get a simple billing problem sorted out.

I'm looking around now for a more robust company to do business with. ADSL24 are great but the product behind it isn't. Judging by the amount of speed and connection issues I have seen since I signed up in August I would not be surprised if many more were not also considering other options.

[Ircsum]

Sounds like you've had a tough time with Enta but it's only fair to say this kind of thing only happens very occasionally, and an occasional slip-up can occur with any company. You'll have a big problem finding any ISP that can match what the Enta resellers offer so I believe the vast majority will stay put.

Ircsum.

[tonys]

Information from www.saynoto0870.com

Entanet International Ltd
premium rate 08707774224
geographical 01952291911

[Mike Howles]

I'll just put my 2 pennoth in.

The company I work for has been using EntaNet (via a reseller) for a number of years now with excellent service and very quick support. They have always answered my questions in a timely manner and have always endeavoured to solve problems even when they have not been theirs.

I have every faith in EntaNet, we have not had a drop in service in all the time we have been using them.

James and his crew at ADSL24 have taken it a step further in giving us users a direct line to the chaps (and chapesses) with the fingers on the keys.

Can't fault it.

Mike

[sjrooney]

I get the impression that Entanet is one or two people in a small office who have trouble managing an ever expanding business. They are closed over the weekend which tells you a lot about their size.

I don't think that tells you anything about their size. It is quite common for accounts departments to only work 9-5 Mon-Fri even when customer services might be open much longer hours. Try contacting Pipex accounts on a Sunday and see how far you get.

Regards,
Steve