E7even - service. (merged threads)

sasparillo

Julia Vergho at the Office of Fair Trading is dealing with complaints against E7even telephone 020 7211 8924. OFCOM has a very specific brief and is not there for the consumer.

When the Office of Fair Trading has enough complaints, it will act. But people need to register a complaint with the OFT, so that it can be seen how many people have been affected by E7even and how it encapsulates issues of general concern: the abuse of premium rate numbers; the non provision of the 0800 number and the false claim that holding on is not permitted because of ICSTIS; the non provision of broadband connection or substandard internet connection for many months; how the firm is non contactable; the non issue of migration codes or issue of dud migration codes; the general issues regarding the management of E7even and possible connection with a previous firm which folded under similar circumstances and possibility that another recently set up firm may be connected etc.

It may be worth also ask the credit card companies if you have contacted them about e7even to contact the OFT as well.

Antagony

This may come as a bit of a shock to some of you, but e7 have been answering the phones today! :eek:

I called customer services this afternoon and they picked up within 2 minutes!

Maybe they're starting to turn things around; I hope so, if only for the sake of all the customers who are intent on sticking it out.

weaver

ive just called e7even picked up within 3 minutes - dialled the 0870 number

mike_paterson

Maybe they will reply to my emails for this year then - I doubt it very much !

System

I am now into my FIFTH week without internet connection and have received NO communication from them since the standard email replies ages ago.

My credit card company have acknowledged my letter and it is "receiving attention". I am still using my library computer to check emails and this thread for information.

I read Martins newsletter in which considers talktalk to be worthwhile, which is good because I had every intention of moving there as soon as possible.

bikebounder

It's true, they really are answering the phones!
I still have not received a compensation offer so they have promised me that today via an e-mail link. I actually extended my subscription by 1 month to make sure they didn't cut me off. So now I will take them up on the compensation offer and then cut them loose - as long as I can squeeze a MAC out of them at the appropriate time.
Has anyone checked out the biscit.net deal.....looks good (but that's exactly what I said when signing up to E7!) and does not involve BT. I wonder if this gets around the marker system which seems to blight our freedom at the moment.

weaver

After having no problems since the compensation offer my internet whet down today (even rang this morning about my unrenewed domain name too )

up and running fine now so not sure if it was at my end - getting that here we go again feeling !!!!!!!

Anyway if things go pear shaped and they go bust what do you do.
having asked the question of e7even this morning they told me I can ask OFCOM to clear my line so I can apply elsewhere for connection.

Is this true and is it this easy ?

normanmark

sasparillo wrote:

If OFCOM is the "industry regulator", it's time OFCOM told BT to take markers off the lines of everybody who needs to migrate and has either received no migration code or a dud migration code and it's time OFCOM told all other ISPs that OFCOM will pay for the new user connection. OFCOM has allowed this situation to reign since the beginning of this year and it is not for the cheated users to jump through hoops and be put in what seems to be a deliberately humiliating and costly position, having to beg the authorities to act when the same authorities should never have allowed this situation to occur in the first place. And if a few OFCOM people have to lose their jobs to pay for this, tough.

Ofcom should have no responsibility for ISP's inadequacies, you should be chasing E7 if you're looking to re-imburse any new user connection fee's.

Ofcom are only there to ensure standards are met & rules arent broken, not to refund customers for something which isn't there fault.

When they refer to 'markers' it means either, an open order to provide broadband, an open order to cut off broadband or a current service of brodband on the line.

Now its up to the service providers (not BTWholesale) to request these to be removed, you have the contract with the ISP & BTWholesale removing these markers without the request of the ISP would mean BT breaking a hell of a lot of contractual obligations

haribol_2

My connection failed yesterday again after weeks of operation. It said that the DNS connection had failed. Looks like we'll be gettings rounds of trouble again. I am fed up!!

Don't know what to do!! Still have another 19 months left with them. Can't help thinking about the CPW offer !!!

sasparillo

normanmark wrote:

Ofcom should have no responsibility for ISP's inadequacies, you should be chasing E7 if you're looking to re-imburse any new user connection fee's.

Ofcom are only there to ensure standards are met & rules arent broken, not to refund customers for something which isn't there fault.

Hi,

Whether it's OFCOM's "responsibility" or not, there has to be an insurance if rogue or incompetent firms do not provide a working migration code. This is a matter of trading standards, not a lawyerfest. If it were the one-to-one relationship you are mooting, then OFCOM wouldn't exist in the first place and there wouldn't be a Department of Trade & Industy, trading standards or an Office of Fair Trading.

When they refer to 'markers' it means either, an open order to provide broadband, an open order to cut off broadband or a current service of brodband on the line.

Now its up to the service providers (not BTWholesale) to request these to be removed, you have the contract with the ISP & BTWholesale removing these markers without the request of the ISP would mean BT breaking a hell of a lot of contractual obligations

It's not a one to one relationship between E7even and the customer. Just as recently the credit card companies have been pulled up over their penalty fees - when the contract is unfair, as happened with the credit card penalties, it's a matter for the overseeing bodies to step in, whatever the contract says. And in the case of migration codes, the customer has done nothing amiss as in the case of credit card penalties. I know the concern about the migration code set up is general and I think it was mentioned recently in the Daily Mail or some other newspaper.

If only the company can set the ball rolling for the migration code, it's obvious that there has to be some sort of industry-wide insurance so the innocent customer isn't penalised, if the company does not honour its obligation to the customer, to prevent the customer incurring extra connection fees. Especially since the company in question does not seem to have refunded many people who have already migrated, despite promises to do so (but this shouldn't affect people using credit cards, whilst the connection fee does). Ta very much for your clear explanation about migration tho' :rolleyes: