E7even - service. (merged threads)

E7evenemesis

normanmark wrote:

Now I can understand why you'd be angry, but all you seem to be doing is shouting the name of every regulatory authority under the sun to put the blame on & to get your money back. Take my advice, give Ofcom a call regarding Tags on the line. If you use your noggin for once & searched the key words in that last sentance you'll get progress about getting E7 removed from your line.

I find a lot of the time a lot of the blame gets passed back to BT because its easier to pass the buck & when you realise of the inadaquicies that a lot of these ISP's have & their protocols are all ballsed up. People dont realise.

Hey Normanmark,

Dude, first I think it's astonishing that you are telling peeps to use their noggin "for once". I find that offensive. Mate, I work in I.T. , run two companies and am reasonably successful. OFCOURSE I used my noggin as I'm sure anyone determined enough to get on this forum and try to work it out has done.

I'm mates with one of the directors of PIPEX who is a friend of one of the managers @ OFCOM ....STILL NO HELP. YES, I contacted OFCOM, who could do nothing, despite the fact that the team leader was on the fone to Mike Todd (Cust. Services Mngr.of E7even) I also tried to contact BT Whole Sale / Openreach who DO NOT speak to end users as the contract is with the ISP not you or I and as such we could get markers off our line without paying bills etc. Second, you state peeps are shouting every authorities name under the sun to get mac / refunds and state that if your fone wasn't working you'd contact them and not OFCOM. You then go on to suggest contacting OFCOM. What exactly are you suggesting? Third, a) OFCOM can't and wont do anything for 12 weeks. b) After 12 weeks they still CAN NOT force the ISP to remove markers or provide a MAC. c) Searching for tag keywords on Google. . . . .Speechless.

"IF" you knew what you were on about, then you'd be aware of the above and also the new passport system (for ISP migration) that should have been implemented in April <sigh> but wasn't.

In conclusion, you need to speak to E7. PERIOD. Simple as that. It's the speaking to them that is the problem.

If anyone else needs putting right, I'm available for rudimentary XHTML and bharmitzvars.

Yours truly, a pi**ed right off EX-E7 customer.

normanmark

E7evenemesis wrote:

Hey Normanmark,

Dude, first I think it's astonishing that you are telling peeps to use their noggin "for once". I find that offensive. Mate, I work in I.T. , run two companies and am reasonably successful. OFCOURSE I used my noggin as I'm sure anyone determined enough to get on this forum and try to work it out has done.

I'm mates with one of the directors of PIPEX who is a friend of one of the managers @ OFCOM ....STILL NO HELP. YES, I contacted OFCOM, who could do nothing, despite the fact that the team leader was on the fone to Mike Todd (Cust. Services Mngr.of E7even) I also tried to contact BT Whole Sale / Openreach who DO NOT speak to end users as the contract is with the ISP not you or I and as such we could get markers off our line without paying bills etc. Second, you state peeps are shouting every authorities name under the sun to get mac / refunds and state that if your fone wasn't working you'd contact them and not OFCOM. You then go on to suggest contacting OFCOM. What exactly are you suggesting? Third, a) OFCOM can't and wont do anything for 12 weeks. b) After 12 weeks they still CAN NOT force the ISP to remove markers or provide a MAC. c) Searching for tag keywords on Google. . . . .Speechless.

"IF" you knew what you were on about, then you'd be aware of the above and also the new passport system (for ISP migration) that should have been implemented in April <sigh> but wasn't.

In conclusion, you need to speak to E7. PERIOD. Simple as that. It's the speaking to them that is the problem.

If anyone else needs putting right, I'm available for rudimentary XHTML and bharmitzvars.

Yours truly, a pi**ed right off EX-E7 customer.

I know precisely what im on about, more than your director friend of Pipex & your buddy from Ofcom. Drop me a PM & i'll explain further (and probably give you more insight to the google reasoning )

With regards to ofcom, they wont deal with cases at face value. They will ensure that consumers have gone through & lodged complaints on all the appropriate channels & then they'll collate about 50-100 complaints first before raising a high level complaint with the ISP. The good news is there is actually a dedicated member of staff at ofcom that deals with e7even related issues now.

http://www.ofcom.org.uk/complain/internet/e7even/?itemid=286624 - any e7even customer whose unhappy with their service should fill it in.

I think my using my head comment was fully justified. Paying upfront 2 years worth for unlimited broadband. I was always told if a deal is too good to be true it usually is. Whilst this isnt an excuse for e7even's absolutely awful service, some responsibility has to be taken & no doubt people have done so far.

Like i said, drop me a PM, ill explain more points in your post to you

sasparillo

E7evenemesis wrote:

Hey Normanmark,

Dude, first I think it's astonishing that you are telling peeps to use their noggin "for once". I find that offensive. Mate, I work in I.T. , run two companies and am reasonably successful. OFCOURSE I used my noggin as I'm sure anyone determined enough to get on this forum and try to work it out has done.

I'm mates with one of the directors of PIPEX who is a friend of one of the managers @ OFCOM ....STILL NO HELP. YES, I contacted OFCOM, who could do nothing, despite the fact that the team leader was on the fone to Mike Todd (Cust. Services Mngr.of E7even)

OFCOM are about ensuring competition rather than trading standards for the consumer. Once upon a time you could go direct to the trading standards department of the council local to the business about which you had a complaint.

Now the local trading standards cannot act unless the complainer reports first to a national trading standards centre (see https://www.consumerdirect.gov.uk). I and many others, I know, who are with E7even have gone this route. However when I spoke to Kent Trading Standards, they did not seem to have heard about E7even which begs big questions.

I spoke to a lady at the Office of Fair Trading (the OFT is ultimately in charge of trading standards) and told her that people ringing up the consumerdirect/central trading standards helpline were being directed to OFCOM and that Kent trading standards were not mentioned. She actually denied this could be so, even though this is exactly what has happened. So why exactly is everyone who goes to trading standards being directed only to OFCOM? Either the call centre is incompetent and there is no monitoring going on or consumers are being steered deliberately away from trading standards.

I also tried to contact BT Whole Sale / Openreach who DO NOT speak to end users as the contract is with the ISP not you or I and as such we could get markers off our line without paying bills etc. Second, you state peeps are shouting every authorities name under the sun to get mac / refunds and state that if your fone wasn't working you'd contact them and not OFCOM. You then go on to suggest contacting OFCOM.

There are certainly a lot of rumours circulating which also begs a question about the whole situation regarding tags which seems to be a big mess. I have encountered some people who have told me that in fact it is not true that the ISP you want to go with cannot ask for the tags to be removed. The whole thing about tags seems to be more about a "gentleman's agreement" rather than anything hard and fast. Except that the customer is not supposed to know anything about BT Wholesale (perhaps because it shows what a sham the all this so-called "competition" is) and of course everything is supposed to be done smoothly.

In practise, there seem to be no complaints from firms about customers reneging on their bills and plenty from customers held hostage by rogue or incompetent companies. People have told me you can definitely demand that the ISP you are seeking to move to tell BTw to remove the markers. It seems that the whole migration code ethos is being twisted because it's become a means for certain companies to shackle users rather than users to have a smooth transition to another ISP and it certainly wasn't meant to be used in situations like the one E7even has created.

What exactly are you suggesting? Third, a) OFCOM can't and wont do anything for 12 weeks. b) After 12 weeks they still CAN NOT force the ISP to remove markers or provide a MAC. c) Searching for tag keywords on Google. . . . .Speechless.

"IF" you knew what you were on about, then you'd be aware of the above and also the new passport system (for ISP migration) that should have been implemented in April <sigh> but wasn't.

In conclusion, you need to speak to E7. PERIOD. Simple as that. It's the speaking to them that is the problem.

If anyone else needs putting right, I'm available for rudimentary XHTML and bharmitzvars.

Yours truly, a pi**ed right off EX-E7 customer.

I think we are truly pi**ed at the total runaround not only by E7even but by the authorities, for which we pay, which do nothing. OFCOM have already started an investigation at the beginning of April http://www.ofcom.org.uk/bulletins/comp_bull_index/comp_bull_ocases/open_all/cw_898/#content
However this has a very narrow basis and is not consumer geared. The billing as far as I can tell only corresponds to the unauthorised deductions made on credit cards a few weeks ago and not the total situation regarding having paid for a service and not received it.

Because consumer issues are the province of OFT/trading standards. But it seems that the OFT do not monitor the consumerdirect.gov.uk trading standards call centre because the OFT woman denied that anyone calling up would be directed to OFCOM. Which is exactly what *is* happening. Some might say that the call centre contractors in that case are controlling what does or does not get passed on which again begs big questions.

Some might also say that the dependence on regular payments to BTwholesale from the companies concerned - companies which seem to be allowed to exist even if they cannot remain solvent in any meaningful way because the whole thing has been set up to give the illusion of "competion" - is at the root of it all. This isn't the USA where one state is bigger than the UK and therefore there are perhaps more opportunities to have competing infrastructure companies.

BTW which internet provider are you with Normanmark? How do you rate them? It would be informative also to know which internet provider Martin is with as well and how he rates them.

weaver

Oh dear this thread seems to be getting a little heated !!!!!!!

calm down everyone.

dont know whats happening at E7even (putting the thread back on track as it is suppose to be about e7even not official regulating bodies ) but my domain name expired in Feb and after a call to e7even and a support ticket raised about it not being renewed I got this from nominet today

Dear Registrant,

The renewal of the above domain name has now been completed by your registration agent. You may ignore the pro forma invoice DIR2435402 for 94.00 GBP we recently sent to you.


so if e7even have paid and sorted out this, then maybe the future is getting better for e7even users. I hope so because Ive had 2 YEARS of excellant service from them, any minor down time compensated fairly. I have been through the loss of service most people have encountered and was annoyed about it. Im hanging in there as the price is so cheap and up until the recent problems service good.

You pay a cheap price you get a dud service - I dont think so. Look at the other side of the coin - would you pay thousands of pounds for a car if the same one was cheaper down the road, I dont think so !!! youd say the more expensive dealer was being greedy. which is the same with the broadband market, why pay more if you can buy cheaper.

I feel the majority of people who have lost out are those which signed up in mid/late 2005 just before the problems began. Anyone else has had a cheap broadband service and if you work out the cost from another provider for the months youve had then you havnt paid more than you would elsewhere.

As for the migration codes lets hope things are getting better, if they have sorted out the domain name payments then I look as there may be light at the end of the tunnel. maybe the authorities have come to an agreement whereby they can see improvment and so they are sitting on the fence to see how things turn out. (Authorities are good at this )After all depending on how many customers are with e7even still the fall out would be hugh to sort out. so they probably think if things are improving leave well alone and keep an eye on it.

This thread seems lately to be based on a small handful of peoples opinions, so Im thinking most people have connection or more would be on here expressing their views.

Ill sit back and wait for the fall out from this post as Im sure my comments will have ruffled the e7even hate brigades feathers.

normanmark

I'm with NTL, been with them for over 2 years, not had one problem with them yet, excellent service & the customer service (that ive dealt with) has been ok!

I work in the ADSL market & its funny when i read about people complaining about BT Wholesale not giving an equal level to competitors, fact remains that they're working towards that but they're not being met half way by the ISP's and their cowboy practices. But it seems easier to blame BT as they rent the line off them & can pass the buck back to them.

For the record, your new ISP who you want to go with cannot request to have the 'tag' removed. The tag like ive referred to earlier refers to the earlier broadband service that you would have on the line. The contract the previous ISP has with BT Wholesale means that only that ISP can request. Sadly the consumer can only deal with the ISP as they're not a direct customer of BT Wholesale.

Ofcom runs a dedicated line for tags on the line, if you check on their site their should be some information on there

Like i said, lodge a complaint here if people are unhappy with e7even - http://www.ofcom.org.uk/complain/internet/e7even/?itemid=286624

Ofcom have a dedicated person who is dealing with these

sasparillo

Hi Weaver,

Actually, hopefully I'll soon be away from E7even. I did slightly change the subject in my last posting - asking which ISPs normanmark and Martin are with and how they rate them.

Since an OFCOM investigation has been instigated for E7even and stories have appeared in the internet press and reviews on review websites (such as http://www.reviewcentre.com/reviews86445.html ), a plethora of people have all had the same experience with E7even. This is hardly a minority view.

Be thankful you are one of the lucky ones. I wish I was in the same position as you!

Since last November I have had weeks at a time offline. At present I have been off line for over a month with E7even uncontactable until a week or so ago. I had paid for the 0800 helpline which for a while told people to phone the 0905 number and was never answered by anyone in person until the last few days.

Emails similarly went unanswered. Before that for a couple of months I had a few days every now and then and sometimes E7even denied they had happened but at the time because the service had otherwise been so good, I gave them the benefit of the doubt.

I signed up in 2004 so I don't fall within the time frame about which you are speculating and until last November I would have given E7even a glowing review as a loyal customer. I have no reason to "hate". What has happened is that I have paid for a service - a fit and proper broadband internet connection and a helpline and I haven't had either since last November. If you look on other websites such as https://www.ispreview.co.uk and https://www.adslguide.org.uk you will again see this isn't a lone experience. There is also a Yahoo! group for users who have experienced problems at http://groups.yahoo.com/group/E7evenusers/

sasparillo

normanmark wrote:

I'm with NTL, been with them for over 2 years, not had one problem with them yet, excellent service & the customer service (that ive dealt with) has been ok!

Hi Normanmark

I have thought I'd quite like to be with NTL. Unfortunately I have paving in the front and it would be rather costly to dig it up and lay the cable. If it weren't for that I would have gone to them. Thanks for your answer

I work in the ADSL market & its funny when i read about people complaining about BT Wholesale not giving an equal level to competitors, fact remains that they're working towards that but they're not being met half way by the ISP's and their cowboy practices. But it seems easier to blame BT as they rent the line off them & can pass the buck back to them.

I don't know whether you're referring to my postings but I did point out that it wasn't necessarily BT's fault but the way everything has been set up by the regulators, so maybe we do meet up on this. Of course, for the customer the main thing is that they can a more or less reliable connection (I was quite willing to overlook minor outages because things do happen) and when this doesn't happen and the company is uncontactable and does not appear to be acting in good faith - that is what matters to the customer. When you talk about "cowbodys", this shows the failure of regulation.

For those working within the industry, of course they may well know what other individual organizations may be involved and it may be more complicated but that's not for the customer to know. When we buy something in a shop, we don't have to know the whole chain of middlemen which is providing the product.

Of course, you may have seen this all before (which goes to show the failure of the regulators even more) but for the customer, for whom it happens for the first time, it's all new and it's still their money being taken and the service not being provided. And since the regulators are all paid by us as well, it becomes a double whammy.

For the record, your new ISP who you want to go with cannot request to have the 'tag' removed. The tag like ive referred to earlier refers to the earlier broadband service that you would have on the line. The contract the previous ISP has with BT Wholesale means that only that ISP can request. Sadly the consumer can only deal with the ISP as they're not a direct customer of BT Wholesale.

Thanks for that. I am aware that postings are not always necessarily well informed but someone did say that they had managed to have the tags removed by a prospective provider but this may not be true.

Ofcom runs a dedicated line for tags on the line, if you check on their site their should be some information on there

Like i said, lodge a complaint here if people are unhappy with e7even - http://www.ofcom.org.uk/complain/internet/e7even/?itemid=286624

Ofcom have a dedicated person who is dealing with these

I've already done this, as have many others - especially as I have said, https://www.consumerdirect.gov.uk is not guiding people towards Kent trading standards trading.standards@kent.gov.uk but solely towards OFCOM. Although the woman I spoke to at the Office of Fair Trading denied that the Consumer Direct/trading standards call centre were doing this. :rolleyes: As I've said I hope soon I'll have left this all behind. But that doesn't mean to say that the whole set up isn't a mess with only token efforts to prevent such situations as the E7even situation arising.

normanmark

Nah i wasnt referring to your postings about BT Wholesale, just in general from what i read on here.

I'd say your best bet is with ofcom & not trading standards as ofcom are more knowledgable in the telecommunications field

jmarko

I hate to say this cos I know it won't go down well but I changed tack with e7 and decided to be calm and collected.

contacted them (they now seem to be answering emails), negotiated a better contract extension and have opened up a communication line. the connection where i am is now back to some form of normality (although i was without for an hour the other evening).

it's still not quite perfect but i figure that nobody is and with the extension that i've got, it has now gone from cheap to extremely cheap.

jmarko

mike_paterson

Jmarko,
what deal did you get? - My contract is nearly over but they still have not replied to my emails asking about extensions.

Cheers