E7even - service. (merged threads)

glenni_2

Hello. Just discovered this thread. I've been having problems too and no connection again today. I think their compensation offer would be reasonable if it was actually fixed and working now, but whats the point of two months free of something that still doesn't work????

I know this may be asking a lot but does anyone have a phone number for E7even that they will actually answer? I've tried all the numbers on their website but can never get through. Leaving a message doesn't seem to help either as they still haven't phoned me back from the one I left two weeks ago.

Secondly, can anyone reccommend a reliable Broadband provider I can switch to. Don't want phone or cable. Just the broadband at a reasonable price.

Thanks

Glenn

Edinburghlass_2

Welcome Glenni to MSE.

If you have a read of Martin's article on broadband you can see the recommendations and then join another thread dedicated to discussing cheapest broadband suppliers.

bbb_uk

fagun wrote:

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.

I doubt that would make any difference neither. Ofcom don't really bow to pressure neither from what I've observed. For example, articles on Watchdog that show how bad our regulators are like ICSTIS and Ofcom, haven't made any difference and they (Ofcom, ICSTIS, etc) just come back with some well-prepared PR speeches that really don't help us consumers or offer an explanation at all.

sasparillo

I've had the same and have also asked for my MAC code and also don't want to be cut off, if the internet is going to be up and running for the time being. If you paid by credit card, you should be protected but it's the MAC which is the pain.

The new tax year starts on April 6th ... But obviously the DTI (consumerdirect), trading standards and OFCOM have been fully aware of the situation for some time.

Have a look at this

http://www.ispreview.co.uk/cgi-bin/news/viewnews.cgi?id=EEuFAyluAFaeIjPKQL

Lots of information I didn't know about there but it didn't need such a rigamarole to find out that Charlotte Mitchell is a director. Last week I did a search for director and e7even on the internet and her name came up in press releases as director.

The name Michael East also came up as associated with the domain name and we know Mike Todd is head of customer services.

One thing has struck me. When you ring up the 0800 or the premium lines, you get a message not to hold because of "ICTIS regulations". It has struck me that the internet connection may come under OFCOM while the customer service because it is done by 08 and 09 numbers may come under ICTIS.

However in the end *for the customer* (rather than the industry) it still comes down to Trading Standards because E7even are trading and I think the more people register with consumer direct and then contact Kent Trading Standards, the better. Email tsadvice@kent.gov.uk stating you have already registered with https://www.consumerdirect.gov.uk because that's how it's set up. You have to register with consumerdirect and then you can contact Kent Trading Standards. However consumerdirect, somewhat disingenuously in my view, is sending everyone to OFCOM instead of Kent trading standards.

BTW if anyone is sending recorded delivery letters, I think the address would be the registered address of E7even in 27 Old Gloucester Street, London WC1N 3XX and not the business premises address which is Maidstone in Kent.

System

Via the library I make this post. I honestly believed that because I was paying up front, ie 24months, that was the reason the monthly fee was £10 and saw nothing suspicious in that. I have heard where people invest a great deal more, and equally have problems.

When phonecalls go unanswered.
When emails bring no response.
When Ofcom tell me I have to wait 12 weeks to make a complaint, then and only then do I ask myself, "what more can i do?"

Right or wrong, I felt that I just may find a solution via martin here. If the choice of my words came accross that I was laying blame at Martin' door, or indeed this site, then that was most unfortunate. This was not my intention.

paul_h

islandman wrote:

Via the library I make this post. I honestly believed that because I was paying up front, ie 24months, that was the reason the monthly fee was £10 and saw nothing suspicious in that. I have heard where people invest a great deal more, and equally have problems.

When phonecalls go unanswered.
When emails bring no response.
When Ofcom tell me I have to wait 12 weeks to make a complaint, then and only then do I ask myself, "what more can i do?"

Right or wrong, I felt that I just may find a solution via martin here. If the choice of my words came accross that I was laying blame at Martin' door, or indeed this site, then that was most unfortunate. This was not my intention.

It is perfectly understandable that you are frustrated.

As it is currently almost impossible to contact e7even, all I can suggest is that you contact them somehow on the no_connection@e7even.com email address, as well as the customer_services@e7even.com email address, making it clear that the service you have received (or not) is unacceptable. If you want them to contact you by telephone, insist that they do. You may have to sit tight as it is taking them a while to respond. It also appears that every time you email, the email is appended to any open support ticket, which subsequently goes to the back of the queue.

If you still have no joy, then I would suggest sending a recorded delivery letter giving them a date by which they must respond to your query. If you are still getting nowhere, I would begin trying to recover your payment, as suggested earlier.

Contact your Credit Card company if you paid by CC, they will be held jointly liable for your contract with e7even under Section 75 of the Consumer Credit Act. If you paid by Debit Card, then contact your bank, they may help. If you paid by cheque, then I'm afraid the best course of action open to you would be the Small Claims Court, or Money Claim, but there will be fees payable.

I hope this helps

alictait

Does anyone happen to know the DNS server settings for e7even, I am on the bbuk network. Just trying something to see if I can improve service.

Cheers

Ali

normanmark

I work for BTWholesale (we deal with all service providers in the UK) and E7Even have actually gone bust (apologies if this has been said in the thread already).

As far as im aware its Tiscali thats taken over their customers (ill double check this at work tomorrow), so it might be worth getting in touch with them to see if they can sort anything or possibly even get a migration code if you're not happy with the ISP.

With regards to the OFCOM issue, i worked on the BTWholesale ofcom referrals team for about a month, and a lot of the work is out of our hands. By law the most we can do is pass on information to the customer, if you're in contract then we have to wait until your service provider sends a cease request in!

Like i said ill check the issue tomorrow at work & see whose taking over e7evens traffic, but they've definitely gone bust

MickKnipfler

I emailed them a couple of days ago.....since then, dunno if it's coincidence but all has been well.

paul_h

normanmark wrote:

I work for BTWholesale (we deal with all service providers in the UK) and E7Even have actually gone bust (apologies if this has been said in the thread already).

As far as im aware its Tiscali thats taken over their customers (ill double check this at work tomorrow), so it might be worth getting in touch with them to see if they can sort anything or possibly even get a migration code if you're not happy with the ISP.

It is no secret that Tiscali have been providing their wholesale service to E7 since the end of last year - everyone with a @e7broadband.com log-in is on a Tiscali service.

If E7 have actually gone bust, although it would be no surprise to many of us, I am surprised that an employee of BTW has been allowed to release this commercially sensitive information. There are also strict controls imposed by the regulator regarding the denigration of competitors services by BT employees.

I apologise if I sound a little sceptical, but a very similar thread was started recently on ADSLGuide's forum - which turned out to be a complete fabrication. E7even's website still seems to be accepting new subscribers, and there does not seem to be anything posted at Companies House regarding any change to their trading status.