E7even - service. (merged threads)

jmarko

Prob realises that nobody would be stoopid enough to pay upfront with them... except us! :roll:

jmarko

lympus48

I was really suprised to see a few participants wanting to blame MSE. Martin has never recommended E7. Some readers of the Internet thread like me went into E7 in the belief that we could get something cheap but we have learnt a hard lesson. Quality is also important and wherever or whenever any of us have evidence of poor service we need to alert the relevant forum.

I did it with Virgin Mobile nearly a year ago where I reckon I had the worst wait for Customer Service ever experienced often nearly one hour.I left. Tesco mobile are fantastic but we read on some forums that Tesco BB is not great. I would not go Ryanair following the channel 4 program ... and the story goes on knowledge is power lets share it when we can its part of the consumer revenge

MSE_Martin

I've just read some of the above. I've very sorry to hear what's happening. I would echo the comments above about the info coming from the chat forum - its why i have the main site.... they are my researched articles, the chat forum should be treated always with the "would you belive the man in the pub" type of evidence - ie if it sounds good - great - then go check it out. I found some of the comments above a little off the mark and unfair.

Can i also just put a wee reminder here. When people write "martin should do something" or "martin must have seen this". I'm afraid that's not true - this is actually the first i've heard of it. It's important to remember there are 4 paperback books written everyday on this forum - i dont even come close to having the time to read 1% of them.

Where the problem is pointed out to me i will always help out if i can - but i cant help if i dont know about it. Now my suspicion is e7even are well aware of the problems if it is so universal, but i am happy to put a 'press call' in to find out whats going on. However it'd be useful if someone can do a very brief summary of whats going on.

Martin

fagun

MSE_Martin wrote:

...Now my suspicion is e7even are well aware of the problems if it is so universal, but i am happy to put a 'press call' in to find out whats going on. However it'd be useful if someone can do a very brief summary of whats going on.

Martin

Martin, thanks for offering but you're unlikely to be able to do anything by talking to e7even. Ofcom is aware of the problems and has been trying to resolve - they said that e7even (including MD) isn't responding to them. What you might be able to do is get Ofcom / OTELO to be a bit more proactive in finding other solutions to the problem.

The CC companies are refunding money (Amex told me that they'd had quite a few complaints, and I gotmy money back within a week.

The biggest problem people have is trying to get a MAC so they can transfer elsewhere. However Ofcom have said no-one (not even BT Wholesale) but e7even can release the necessary information.

OTELO won't look at complaints until after 3 months, and have a 3 month backlog for dealing with complaints (per their website). I'm not sure what they can do, however, to force e7even to release the information.

FYI - I've written a formal complaint to Ofcom about their process - the fact that there has been a known issue for over 3 months, but they still haven't been able to resolve it.

You can e-mail me if you want more details etc.

mike_paterson

Martin, I posted the original e7 referral thread andf I know that many signed up to e7even because of my recommendation. Up to the end of last year e7 had provided an incredible service (I have been with them for 20 months now) and they were absolutely the best telecoms company I had ever dealt with - faultless in every respect - speed, support, price etc.

Then it all went wrong - it seems that due to their growth they were unable to provision services fast enough to support some of their customers in certain areas. They signed a contract with NetServices plc and transferred most customers to that service. Unfortunately it didn't work. So many people had problems that e7 support could not cope and as a result this dragged on for weeks, and whilst they are gradually getting things back to normal, they still are under resourced to cope with the number of people complaining.

I think that they have unsuprisingly lost all support from their customers and expect that their name is now so bad that they will go under soon.

bbb_uk

Ofcom have released brief info about this whole E7even thing, which can be read here.

Ofcom is aware of the various problems experienced by customers of E7even. We are in contact with the company to raise our concerns and to ascertain what the company is doing to resolve them.

E7even has told Ofcom it is restructuring its network. This has unfortunately affected its customers' broadband connections; and this problem has in turn led to a substantial increase in the volume of calls to the company's helplines.

E7even has assured Ofcom that it is working to resolve these problems and that they hope to restore services as soon as possible. The company has also told Ofcom that it has emailed its customers to tell them that they can cancel their contracts without penalty. This e-mail should contain a link enabling customers to request a migration authorisation code (MAC).

All communications providers must have in place a Code of Practice which sets out their complaints process. The E7even Code of Practice can be found on the company's website at https://www.e7broadband.com/cop.html.

E7even is a member of Otelo, the Office of the Telecommunications Ombudsman. If you have followed E7even's complaints process and are not happy with the final outcome - or if your dispute with E7Even has been ongoing for more than 12 weeks - then you may want to consider contacting Otelo. More information about Otelo can be found on their website at https://www.otelo.org.uk.

Sorry if this has been posted before but I've not been keeping up with this thread since (and thankfully) I don't use E7even.

paul_h

bbb_uk wrote:

Ofcom have released brief info about this whole E7even thing, which can be read here.
Sorry if this has been posted before but I've not been keeping up with this thread since (and thankfully) I don't use E7even.

It is quite old news, but I'm sure it will help Martin understand what is going on.

To sum it up, E7even began conducting 'network upgrades' in December. This involved transfering users from their own network to third party reseller's networks including Tiscali and Netservices PLC. Since then, a number of users have experienced various problems, such as no connection, slow connections, difficulty in authenticating (logging in), etc. These problems have been by no means universal, my experience has been relatively problem free - but there are obviously a substantial number of users with difficulties of some sort.

Some users have been offered a refund and a MAC so that they can leave without penalty, but the MACs have not been forthcoming for everyone that applied and without this, people cannot transfer to a new ISP. The refunds have also been slow.

In addition, E7even seem to be uncontactable by telephone, including their premium rate support lines. Emails or email support tickets do seem to be answered, but a general query I sent in recently took about 10 days to be answered. My connection with E7even has been relatively problem free and thankfully I have had no reason to contact them about anything service related.

As I said in an earlier post, in my opinion it is unfair to suggest that MSE, or indeed the referrer in my case, are in any way responsible for the difficulties users are having with E7even.

alictait

Incidentally,

Most of us experiencing problems have been offered a very poor compensation package of 2mths free internet service. This is wholly unaceptable when you consider that we have already lost 3 months of "quality" connection and many of us are still suffering ongoing problems that they are unable/ unwilling to rectify.

I am on the bbuk network and although I can get connected more often than not - my speeds are always slow, clearly not the service I and others have paid for.

HTH

MSE_Martin

OK folks I've read this, and having only scanned the last 20 or so posts before (there are 400 of them) I hadn't realised how far down the chain we were. If Ofcom are on the case, there seems little that can be done, and a company in this position wouldn't be impacted by adverse press covereage anyway. In my experience, press won't have much more impact than anything else in this scenario

I can just cross my fingers and hope it works out

sorry i can't help more

martin

fagun

MSE_Martin wrote:

OK folks I've read this, and having only scanned the last 20 or so posts before (there are 400 of them) I hadn't realised how far down the chain we were. If Ofcom are on the case, there seems little that can be done, and a company in this position wouldn't be impacted by adverse press covereage anyway. In my experience, press won't have much more impact than anything else in this scenario

I can just cross my fingers and hope it works out

sorry i can't help more

martin

Martin, can't you pressure Ofcom/OTELO to be a bit more proactive? e7even isn't releasing MACs, so you can't switch. Ofcom have said that they'll ask BT to do a workaround, but this is a last option - that means loads of us are in limbo (as far as signing up with another provider) until Ofcom get their finger out.