E7even - service. (merged threads)

lympus48

Another night without broadband...
I rang OFCOM and they say they are aware of the situation but are saying they can only act when they have sufficient evidence ;they say and I summarise ... some customers are satisfied? ... some are getting MAC etc., ..they do not yet have enough evidence... on balance not enough evidence to do anything at an organisational level. lOoks like not enough people have gone through to OFCOM


PLEASE can customers who are unhappy please fill the little text box OFCOM use to monitor E7 here's the link takes about a minute.

https://www.ofcom.org.uk/complain/internet/e7even/

Thanks

bubbles2007

TELL BBC Watchdog: http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/contact_computers.shtml
TELL Trading Standards: http://tradingstandards.gov.uk
TELL OFCOM: http://ofcom.org.uk/complain/internet
TAKE LEGAL ACTION: http://www.moneyclaim.gov.uk
CLAIM YOUR MONEY BACK: Contact your card issuer if you paid by credit card or VISA debit card (they are jointly liable under the Consumer Credit Act 1974 and should refund the money (and award compensation if the transaction was is £100)
SEE how others got results: http://www.reviewcentre.com/review_comments187742.html

Antagony

scotty wrote:

Don't call technical support, call customer services. Still not a cheap call but much less than £1/min.

Telephone: 0870 034 1326

YYep, yesterday I spent 2 1/2 hours queued on that number; and today I've spent over 3 1/2 hours... still not picked up. It's probably a good job they didn't answer later on because my blood was seriously boiling by then.

This is the gist of the message I left, after leaving my account details:

I was on hold yesterday for 2 1/2 hours; and I've been on hold today for WELL OVER 3 1/2 hours without being connected to an operative. This is simply intolerable and shows that e7 have got absolutely no regard whatsoever for their customers. It is IMPERATIVE that my Customer care issue is dealt with as soon as possible... with this in mind, if I don't get a call-back by mid-day tomorrow, I am going to start leaving a repeated message on your answering service; and I will continue to do so ad-infinitum until I do get a call-back. It is an absolute disgrace that a loyal customer has no choice but to resort to such drastic measures just so as to be able to speak to a customer services operative.

Not that it will do any good!

bubbles2007

i'm 99.9% sure they have a direct dial landline number - but obviously only their staff will know it... The closest I could find to a landline number the own and disclose is their voip service...Customer Services Telephone: 0207 068 0701
Customer Services Facsimile: 0207 068 0702

https://www.e7broadband.com/cop.html

AP

Antagony wrote:

YYep, yesterday I spent 2 1/2 hours queued on that number; and today I've spent over 3 1/2 hours... still not picked up. It's probably a good job they didn't answer later on because my blood was seriously boiling by then.

This is the gist of the message I left, after leaving account my details:

I was on hold yesterday for 2 1/2 hours; and I've been on hold today for WELL OVER 3 1/2 hours without being connected to an operative. This is simply intolerable and shows that e7 have got absolutely no regard whatsoever for their customers. It is IMPERATIVE that my Customer care issue is dealt with as soon as possible... with this in mind, if I don't get a call-back by mid-day tomorrow, I am going to start leaving a repeated message on your answering service; and I will continue to do so ad-infinitum until I do get a call-back. It is an absolute disgrace that a loyal customer has no choice but to resort to such drastic measures just so as to be able to speak to a customer services operative.

Not that it will do any good!

All 0870 numbers are revenue sharing numbers which means that they get about 0.5p per minute while you are on hold and you are paying at least 7.51p per minute for the privilege. Unless you have an O2 contract mobile phone with hundreds of free minutes per month which allow you to ring an 0870 number from your inclusive allowance, I will send repeated e-mails instead which are at least no cost to yourself.

bubbles2007

problem with sending loads of emails is that they claim if you resend it will update your support notice and place you at the bottom of the queue - even if it is a new ticket.

Best thing to do is email their staff directly. Email format: firstname@e7even.com

Does anyone know the names of people working there?

Use google: http://www.google.com/search?num=20&hl=en&lr=&client=safari&rls=en&q=e7even+directors&btnG=Search

elvis_bloggs

I was disconnected at 6 ish tonight and finally got back online at 10.45, I had been trying every 15 mins during that time and constantly for the last 15 mins. Gawwwd it's annoying.

Antagony

AP wrote:

All 0870 numbers are revenue sharing numbers which means that they get about 0.5p per minute while you are on hold and you are paying at least 7.51p per minute for the privilege. Unless you have an O2 contract mobile phone with hundreds of free minutes per month which allow you to ring an 0870 number from your inclusive allowance, I will send repeated e-mails instead which are at least no cost to yourself.

If that's true, my non answered calls will have cost me over £27! _pale_

I get what you're saying about emails not costing anything but, as bubbles says, their automated response indicates that they automatically delete earlier queries and the new query goes to the back of the queue. Which is especially frustrating for someone like me, still awaiting a response to problem A when problem B arises.

bubbles2007

Antagony wrote:

If that's true, my non answered calls will have cost me over £27! _pale_

I get what you're saying about emails not costing anything but, as bubbles says, their automated response indicates that they automatically delete earlier queries and the new query goes to the back of the queue. Which is especially frustrating for someone like me, still awaiting a response to problem A when problem B arises.

you have all probably noticed how they never sign off their support emails with a real name. if you ever manage to speak to someone, or have already then use their first name to figure out a real person's email address: firstname@e7even.com

there's no ticketing/queueing system on the staff emails!

lympus48

Please do not forget what the lady at OFCOM said Tuesday- there's not yet sufficient evidence on E7; not enough people have complained.

E7 can delay sending MAC indefinately which I found scandalous
Please fill out Ofcom's little text box which is monitoring the company:

https://www.ofcom.org.uk/complain/internet/e7even/

Thanks