Changes to regrades & overuse options

[rockcity]

OK so what does this mean is plain English?

If you billing period starts e.g. August 24 and your over the limit (because your stats were wrong) do you get stiffed for Enta's incompetance between August 24 and Sept 2???.......? Help

My stats were wrong between 24 Aug and now.

*************************

Dear Customer,

The following update relates to customers using Entanet's standard ADSL and ADSL2+ broadband products.

>> EXCESS BANDWIDTH USAGE/CHARGING

Under the terms of our standard ADSL/ADSL2+ broadband products, where you have consumed the bandwidth allowance of your chosen product, any excess bandwidth usage is either accommodated by a top-up you previously purchased or you are charged in arrears up to the monetary limit you had set for bandwidth overuse. Whilst system errors have previously prevented Entanet from deducting overuse from top-ups and charging for overuse up to the limit set correctly, we have now resolved these issues. Consequently we are able to take into account bandwidth usage from the start of your billing period in August.

As of 2nd September we are using the data to determine your bandwidth usage from the start of your August billing period against that which you had originally purchased/set. In so doing we are not deducting any bandwidth used before the start of your August billing period. For example, if you previously purchased a 10GB top-up and it had reduced to 5GB between April and July, in our calculation we will assume your top-up is at 10GB. Our calculation at 2nd September will determine whether you have available bandwidth remaining or whether you have used up your allowance and top-up or exceeded your chosen maximum spend limit as applicable.

Please note that, where the calculation determines that you have exceeded your total bandwidth availability, from 2nd September your connection will become rate limited to 128Kbps for a further 1GB of bandwidth as per the terms of our products until either your next billing period in September begins or you purchase a top-up, whichever comes first. In the event that you use the 1GB of rate limited bandwidth beforehand, your connection will be blocked until you add a further top-up at the Entanet e-Billing site (https://billing.enta.net/) or begin your new billing period.

We therefore recommend that you visit the Entanet e-Billing site to decide whether you need to purchase a top-up to provide sufficient bandwidth through to the start of your next billing period.

>> CHANGES TO REGRADES & OVERUSE OPTIONS

Please note that from 1st September any broadband product regrades you request will now take effect from your next bill date.

Please note that from 1st September you may change your top-up overusage option to a PAYG limit overusage option (or vice versa) once within per billing period.

Regards

Customer Services
Entanet International Ltd
W: www.enta.net
E : cs@enta.net

[mart the fart]

sorted in early august so they now tell us at the end, lol wat a joke enta has become

[rockcity]

'IF' its now 'fixed' LOL :D why do I still see:

Oops...

Please note that we are aware of a problem with some accounts whereby the usage reports are either showing last month’s data or have not reset this month. Our programmers are working on this and we hope to have a resolution shortly.

On my sooper dooper ADSL24 stats page??? Jokers...

Really ADSL24 do you have no shame??? Doesn’t this embarrass you a bit?

Sad...

[samsho]

So are my stats accurate now, they show I'm over by 20G which I doubt very much. So Going by the email from CS, I understand I will have to purchase a 20G top up or my line gets capped at 128K?

The email isn;t exactly very clear.

[rockcity]

I have just taken some legal advice and I am going to raise hell via my solicitors.

I will advise on what happens.

For months this 'service' has not been fit for purpose and now I get a 'after the horse has bolted threat' from Enta.

I am so angry with this ADSL24/Enta lot...

[boysteve]

Fixed???????????
So why am I seeing this
ADSL24 usage stats
http://i87.photobucket.com/albums/k156/boysteve_2006/ADSL24use.png

ebilling page
http://i87.photobucket.com/albums/k156/boysteve_2006/Usage1.png

Enta usage page
http://i87.photobucket.com/albums/k156/boysteve_2006/ebilling.png

Which one is correct?

[rockcity]

The lawyer I spoke to says if the data has been inaccurate for a number of months they can't just change things and BACK DATE the notice. It would only be deemed fair if the service provider gave some date in the future (e.g. not the start of the august billing period).

Also, ASAL24 must prove that the usage data is now accurate in court if challenged.

I will get a proper legal view on Monday.


Cheers

[samsho]

Just started calculating my office peak usage using the stats providing on the Enta Billing site. Immediately it's obvious the totals are STILL not in line with the office peaks hours (8am - 8pm).

[CleggNutz]

There is absolutely no way in hell that those figures registered against my account are even mildly accurate. Luckily I am not near going over and have been very careful - I nearly always use offpeak yet it is still registering as peak on both ADSL24 and enta's usage figures.

I am not happy that I have been emailed to say it is resolved when it most certainly isn't. I think it is time for clarification from ADSL24 and perhaps some humble pie eating from Enta.

[Mordarth]

I just checked entanet site & my usage still shows last months allowance - how is that fixed???

Usage Information
Product: Family 30
Current Period: 26th Jul - 25th Aug
Next Bill: 26th August 2009
Total Usage: 20.24 GB
Peak Hours: 8am - 12am Mon - Fri

Peak Usage: 11.86 GB / 30 GB

[rockcity]

ADSL24 has become a serious liability as an ISP because of the links (reliance) they have with Enta.

Once an awesome ISP they have been dragged to the brink by their paymasters.

A real tragedy.

[rockcity]

LMAO my official PEAK Enta useage has gone up 1GB during the last hour (20-18 to 21-18) even though I am on OFFICE!!! What a crock! yeah its fixed sure...

This is criminal 24... So wrong...and you send bullying emails to me!!!

[qcbulldog]

ADSL24 has become a serious liability as an ISP because of the links (reliance) they have with Enta.

Once an awesome ISP they have been dragged to the brink by their paymasters.

A real tragedy.
In fairness, I have never had a problem with Entanet billing. They email with the amount and take the correct amount on the date they specify.

OTOH, what bothers me about the new LLU scheme is that billing seems to be a problem. If ADSL24 get this wrong, I get whacked with a £35.00 penalty by my bank. As an OAP on a State Pension, I cannot afford mistakes nor the hassle sorting this out.

I am sticking with what works for me until someone can prove beyond doubt that the billing system works properly.

My speeds are fine, it works so why fix something that ain't broke?
:)

[rockcity]

[QUOTE=qcbulldog;96644]In fairness, I have never had a problem with Entanet billing. They email with the amount and take the correct amount on the date they specify.
QUOTE]

The problem is not with them taking the amount 'they' specify on the date they specify. It's that the amount they take, that's linked to useage, that is wrong...

[James]

Firstly, we have no control nor have our own usage data for anyones connection.

The e-mail you received from Enta was on their behalf and we were not informed prior to this e-mail. The usage reports in the My account page also come direct from Enta's usage database so if it's incorrect in their it's because Enta have the incorrect data to start with. Nothing relating to this usage mess is any of our doing.

[James]

P.S. I am still trying to get my head around what they are saying to! As soon as I can understand it correctly I'll post here.

[rockcity]

P.S. I am still trying to get my head around what they are saying to! As soon as I can understand it correctly I'll post here.

James noted but it's ADSL24 we took our service out with.

How long can you let Enta damage your rep for? This must hurt your commericial image...

[qcbulldog]

The problem is not with them taking the amount 'they' specify on the date they specify. It's that the amount they take, that's linked to useage, that is wrong...
I understand where you are coming from but as I said, I have never exceeded my allowance and their billing is spot on for me.

[rockcity]

Firstly, we have no control nor have our own usage data for anyones connection.

The e-mail you received from Enta was on their behalf and we were not informed prior to this e-mail. The usage reports in the My account page also come direct from Enta's usage database so if it's incorrect in their it's because Enta have the incorrect data to start with. Nothing relating to this usage mess is any of our doing.

It is pretty appaling that Enta do things like this without advising ISP's. After all you are left to pick up the bits after the bomb goes off...

[qcbulldog]

It is pretty appaling that Enta do things like this without advising ISP's. After all you are left to pick up the bits after the bomb goes off...
A clear case of the left hand not telling the right hand what is going on?
I feel for James, in my experience he has proved to be a good guy, which is why I have stuck with him through these purile times.

Once things get sorted out I "may" move onto LLU if I am assured it will be benificial.

[Alan]

Hmm,

Whilst I dont feel that I have anything to worry about regarding the usage figures, I have to disagree that your stats are pulled directly from Enta's without any manipulation.

I've logged into the billing.enta.net site, and adsl24.co.uk/myaccount/ and the two differ vastly - see below

Stats from enta:
http://www.ramsay.info/images/enta.png
Stats from adsl24:
http://www.ramsay.info/images/adsl24.png

Now surely if they are both accessing the same database, they can't both be correct! (For the record, the Enta stats appear to be correct by my records)

The total amount shown on the ADSL24 stats are correct, so I can only surmise, that whilst Enta is applying the correct time scale (8am-8pm) to the raw data to work out peak usage, ADSL24's website stats are applying different timescales to their raw data, and manipulating them incorrectly when rendering the data.

Alan

[uskvory]

why are adsl24 continuing to show their own usage reports when they know they are not reliable?

surely the safest thing to do is to remove the reports until they are fixed, and just provide a link to the e-billing account.

(the e-billing usage page has a usage summary link that can be bookmarked so you don't have to keep logging in).

[jumpy]

haha
following receipt of the same enta billing email, I thought I'd check the usage pages for ADSL24, entanets ebilling site and their quick check usage page:

http://img269.imageshack.us/img269/559/adsl24log.jpg
http://img190.imageshack.us/img190/7370/entabilling3.jpg
http://img269.imageshack.us/img269/8446/entabilling2.jpg
something doesn't add up correctly here :p

Either that or I'm reading the stats wrong :rolleyes:

not that I'm bothered with my usage habits, such as they require...

[dave757]

I have also just had one of these emails, threatening me that my connection will be reduced to 128k speeds tomorrow because I have allegedly exceeded my usage, which I don't believe is the case for one moment.

Will I have to pay for a top up or will the threat not be carried out?

[samsho]

Well I played it safe and added a top-up of 10G towards my usage. This morning was supposed to be the start of a new usage period, so I checked to see what the score was.

For some strange reason I have a top-up allowance of 65G..
http://img402.imageshack.us/img402/4217/topupconfusion.png (http://img402.imageshack.us/i/topupconfusion.png/) http://img402.imageshack.us/img402/topupconfusion.png/1/w481.png (http://g.imageshack.us/img402/topupconfusion.png/1/)

[dave757]

Enta and ADSL24 stats figures disagree, in my case:

http://i32.tinypic.com/2cqnqr4.png

http://i31.tinypic.com/23mpnia.png

[buster1967]

the e-billing usage page has a usage summary link that can be bookmarked so you don't have to keep logging in

Thing is uskvory the usage summary link is wrong, Entanet emailed me when i asked which one i should take my usage stats from, they said just take it from https://billing.enta.net under usage.

If you use the excellent ALTimer you will find it tallies up exactly with Entanets usage stats. if i were you id raise a ticket with ADSL24 as they cant charge you as you have not gone over your proper usage. go onto Entanets billing site and under usage take a look those are your true usage stats.

[samsho]

Ok so I sent an email off to customer services at Entanet to get an explanation regarding the 65G top-up that's suddenly appeared on my account. Then I go and check the stats again, and they've changed. My total top-up usage has dropped by about a 1GB.

http://img196.imageshack.us/img196/2609/200909011535392560x1600.png

Hopefully bringing this to their attention will get it sorted, as it stands though it's a bloody mess.

[uskvory]

Thing is uskvory the usage summary link is wrong, Entanet emailed me when i asked which one i should take my usage stats from, they said just take it from https://billing.enta.net under usage.

If you use the excellent ALTimer you will find it tallies up exactly with Entanets usage stats. if i were you id raise a ticket with ADSL24 as they cant charge you as you have not gone over your proper usage. go onto Entanets billing site and under usage take a look those are your true usage stats.

i can understand why entanet gave you advice they did. at the bottom of the usage summary it says "This page shows usage as of midnight last night". so the usage summary will usually lag behind what is currently shown on the e-billing usage page. this doesn't mean that the usage summary is wrong - just that it is less up-to-date.

for me, it's pretty rare that i will get near to using my allowances - all i need is a rough idea of how much i've used. if the usage summary showed i was at 80-90 percent, i would check my e-billing account to see exactly how much i had left.

please also note that the ALTimeter thing is useless to a lot of people, as it is windows only (at least, it was the last time i looked).

[buster1967]

The e-billing usage page is the one to go off m8. i always used to go off the usage summary page but since Entanet told me to go off their e-billing usage page thats what i do. but i wish James would comment on peoples fears that IF they over their limit via ADSL24's stats will they be billed or not.

[katharita]

Please note that, where the calculation determines that you have exceeded your total bandwidth availability, from 2nd September your connection will become rate limited to 128Kbps for a further 1GB of bandwidth as per the terms of our products until either your next billing period in September begins or you purchase a top-up, whichever comes first. In the event that you use the 1GB of rate limited bandwidth beforehand, your connection will be blocked until you add a further top-up at the Entanet e-Billing site (https://billing.enta.net/) or begin your new billing period.

That says to me You do NOT have to pay other than for a topup which is your choice
They will not charge you extra on your bill

[samsho]

Ok, now things are just getting confusing. Over the last couple of days my usage stats have appeared as follows:

http://img402.imageshack.us/img402/4217/topupconfusion.png (http://img402.imageshack.us/i/topupconfusion.png/) http://img402.imageshack.us/img402/topupconfusion.png/1/w481.png (http://g.imageshack.us/img402/topupconfusion.png/1/)

then

http://img196.imageshack.us/img196/2609/200909011535392560x1600.png

And then today

http://img35.imageshack.us/img35/8191/wtfbhi.png


Can anyone shed some light on this, I seriously can't make head nor tail of these stats, and unfortunately Enta haven't replied to my query as yet. I paid for a 10G top-up and that's it.


EDIT: OK, It seems I was getting carried away with the wave of 'entanet usage' complaints. All is clear to me now, and I mistakenly read the stats wrong. All is well, as they say.

[buster1967]

if i were you m8 id email Entanet and show them those pics and see what they say.

[boysteve]

Samsho
Clear as mud to me mate,if you understand the stats please enlighten us all

[samsho]

I'll try ^^

Well early on when I was unaware the stats were being reported incorrectly I purchased a 10G top up because I was under the impression I was nearing my limit. This was a few months back so I actually forgot about the purchase, particularly as it wasn't being displayed on the billing site.
After the mass email from Enta I checked my stats against the billing site and released I was again, nearing my limit so I purchased a 10G top up just in case my line got capped.

So I had a bank of 20G ( 2 x 10G top ups ) in reserve.The first set of figures in Pic 3 shows my Office allowance of 45G and the fact that I have used 123Mb of that allowance for the new month.
The second set shows the amount of my top-up reserve I have remaining , 18.69G out of 20G - I was over by 1.31G on last months peak usage.

Figures 3 combines these and shows I have just over 63G remaining of a possible 65G peak usage this month.