E7even - service. (merged threads)

slazman

My subscription with e7even is due to expire on 21st July. I have had the following email:

"If you fail to renew by the 7th July 2006 we will unfortunately have to place a cease request with BT that will result in the loss of your ADSL service and a re-connection charge of £50.00 will become payable."

Am I reading this correctly that they are promising to free me? I have asked for a migration code twice and had no response.

alictait

Yes they will free you, but there will be no adsl connection on your line. You will be treated as a brand new first time customer at a new provider and have to sign up to a new contract.

HTH
Ali

slazman

alictait wrote:

Yes they will free you, but there will be no adsl connection on your line. You will be treated as a brand new first time customer at a new provider and have to sign up to a new contract.

OK - I think that's what I want? ... I guess there may be some downtime moving between suppliers but this won't give me any additional cost over and obove a new subscription?

alictait

It depends on who you sign up with -certain places may charge you to activate a connection on your line.

You will be able to find some that wont. Its just like you have never had an adsl connection ever on your line.

scally_2

I've had the mother of all battles, which still isn't over, with E7even. I started with them in 2004 after reading various reports which gave good reviews of them. I stayed with them through all of their major problems, and they gave me an extra 2 months free at the end of my contract to make up for that. So far so good.

The contract with them ran out in April. After several days of no connection I realised what had happened. I'd not had any reminder sent so I raised a ticket and someone called me that afternoon and took a card payment for 1 month (£13).

I thought I'd be more organised and contacted them via ticket, asking them how I should pay for the next month. Nothing. The May date came and went, and after several tickets being raised, none of them were responded to.

I decided to call them on the customer care number. I waited about 20 minutes before I got through. They guy on the other end best suggestion was that I should pay the £70 connection fee online and then pay the £13 monthly payment. He must have thought I was stupid or something! So, I told him I wanted a MAC code so I could transfer to another ISP, and that I had no intention of using them as my ISP ever again.

He told me they would send me a MAC code in roughly 2 hours time. Did they?
No again.

I wrote to them several times more requesting a MAC code and this morning in desperation I rang them again. An automated message told me I was 1st in the queue, and I listened to some more music, and waited, and waited. Then the line went completely dead! I tried to write to the complaints section, but when I sent the mail it was bounced. Seems complaints@e7broadband doesn't exist!

By this stage I was really angry.

So, I called OFCOM and spoke to a really nice guy there. I explained the problem I was having, and that I was stuck with no broadband, and no way of moving to another IPS until I received a MAC code.

I'm disabled and this means I am virtually housebound. I rely on my internet connection for ordering food shopping and other items I need.

The man at OFCOM told me they were currently investigating E7Even, as they had numerous complaints about their lack of co-operation and service.
However he told me that he would speak to someone in authority at E7 to see what he could do.

Funnily enough a couple of hours later and I have had an e-mail from E7 saying that my MAC code is being generated and it will be sent to me as soon as it is done! I have to phone OFCOM again by the end of the week if I don't get the MAC code though.

Anyone having problems with E7's may want to look at the link below:
http://www.ofcom.org.uk/complain/internet/e7even/

I would urge anyone that is having problems with trying to leave E7even, to try asking OFCOM for help.

Maybe I should be taking bets to see if the MAC code actually comes or not ;-)

scally_2

If I were you i would ask E7 for a MAC code before your subscription ends. A MAC is valid for 30 days. Choose which ISP you are going to move to and tell them the MAC, and when your contract is up with E7, and hopefully there will be a seamless transfer.

After the nightmare I've had with them over moving to another ISP, I wouldn't leave it till the end of your contract before asking them for the MAC.

ManAtHome

My subscription runs out in around 4 weeks - asked for MAC a couple of days ago, have had the usual "ticket raised" response, will give them a week before adding to scally's link (although I think the investigation mentioned relates to the fiasco at the start of this year).

It's a bit of a first - the (automated) response didn't ask me to check my username and password!

josieb_2

Over the past few months I have had very few problems with e7 apart from very slow speeds (dialup was about the same speed) and my mail sometimes takes days to get through and the odd hour of down time.
My sub does not end until end of September but I always feel very uneasy when I switch on in the morning as I never know if there is going to be a connection immediately or not. I would like to ask for a MAC and forgo the last 4 months in exchange for peace of mind. If I am lucky enough to get a MAC bearing in mind the last time I asked I was told I did not qualify for one. Do I just contact the ISP of my choice and give them the MaC No or do I contact them first? and if the MAC lasts for 30 days is this enough time to change over without a hitch?

josieb_2

Oh I forgot to ask in my last post if anyone knows if there is a penalty for leaving early...thats if I can!!!

Garetha

You may be charged the original connection fee - if this was 'free' at the time. Also the cost of the modem. Check the t&cs you signed up to!

Worth checking before you commit yourself.