Double Whinge!!

[tac1]

Whinge No1
A few weeks ago I recomended ADSL24 to a new neighbor arriving in the UK. £60 was duly removed from her bank account and she went live on14 March'08.

This morning she telephoned me crying for help as she was unable to connect to the internet, ADSL24 already having said it was nothing to do with them.

On sitting in front of her machine I was surprised to see an Access Barred message from Enta.net being displayed.

On telephoning ADSL24 support, again, it was stated that the customer had been cut off (with no warning) because she had not provided a direct debit - although this would have entailed ADSL24 providing connection and service for the past two weeks without any prior payment, yeah, really!!!

Transferred to accounts/wherever who merrily took another £60 and reconnected customer around 10 minutes later. On opening ADSL24 web site the first thing I noted was that next billing date was given as 14 April '08. Funny, I thought, something does not stack up.

Telephoned ADSL24 yest, asked a few rather obvious questions and, oops, they said thay had made a mistake, apologised for cutting off customer and promised to repay the second £66 within four days.

That, Mr ADSL24, is crap service - customer has requested MAC.

Whinge No2
I also noted that her IP profile is 3500, whereas mine keeps getting slower and slower and is currently 1750. She is just 50 yards from me, in the same small village, with the same incoming line - why am I on 1750 if she gets 3500?

[Gargoyle]

Yup, have to agree, that sounds like pretty rubbish customer service. i'm not surprised she is on the move.

[Taff]

moan moan moan moan.....moan :D

[osborn99]

If she read the email on signing up and set up a continuous payment method straight away she would'nt have this problem. Her fault for not reading.

[tac1]

If she read the email on signing up and set up a continuous payment method straight away she would'nt have this problem. Her fault for not reading.

She did! Not her fault at all.

[tboorman]

I also noted that her IP profile is 3500, whereas mine keeps getting slower and slower and is currently 1750. She is just 50 yards from me, in the same small village, with the same incoming line - why am I on 1750 if she gets 3500?

You're not using the same pair of wires from the telephone exchange though. Have you tried connecting your router/modem to the test socket at the back of the master socket to see whether this improves your sync speed?

[Beta_Tester]

That does sounds pretty bad Tac1.

However I hope (and think) that her experience is a minority. For certain ISP's (not to be mentioned here), this is the norm.

[corris]

Whinge No1
A few weeks ago I recomended ADSL24 to a new neighbor arriving in the UK. £60 was duly removed from her bank account and she went live on14 March'08.

This morning she telephoned me crying for help as she was unable to connect to the internet, ADSL24 already having said it was nothing to do with them.

On sitting in front of her machine I was surprised to see an Access Barred message from Enta.net being displayed.

On telephoning ADSL24 support, again, it was stated that the customer had been cut off (with no warning) because she had not provided a direct debit - although this would have entailed ADSL24 providing connection and service for the past two weeks without any prior payment, yeah, really!!!

Transferred to accounts/wherever who merrily took another £60 and reconnected customer around 10 minutes later. On opening ADSL24 web site the first thing I noted was that next billing date was given as 14 April '08. Funny, I thought, something does not stack up.

Telephoned ADSL24 yest, asked a few rather obvious questions and, oops, they said thay had made a mistake, apologised for cutting off customer and promised to repay the second £66 within four days.

That, Mr ADSL24, is crap service - customer has requested MAC.


I thought Enta did all the billing on behalf of ADSL24, if so why not ring their billing department???

I didn't set up a DD after sign up & initial payment and I got an email from enta billing warning me in advance of their proposed disconnection days before it was due to happen, which gave me plenty of time to rectify things and avoid the disconnection.

Have things changed so much????



Cheers
corris

[James]

This is really bad on Enta's behalf for not explaining the situation. Yes, Entanet do all the billing for us, and I am going to have a whinge at them tomorrow over this.

The initial payment was taken as normal - this was ok. Regardless of this initial payment or when the line went live, it is part of the T&C's that a payment method is set up within 14 days of the order (Direct debit or Card) so that the ongoing payment is set up.

She would have had at least 2 warnings sent to the e-mail address that was provided at signup, to warn her that there was no payment method set up and that access would be blocked on a certain date is no action was taken.


I do not know why Accounts have taken the second payment as there was no need to. You/She had paid up until the 14th April - all that was the problem was the missing payment method.

I can only apologise on their behalf and would like to ensure you this is definitely not normal practise and that I'm going to have a moan at them myself.

James