E7 Refund Amnesty

jmarko

For those who have yet to receive this, they are offering a mac code and a refund on the remainder of your contract (provided over 3 months left to run) with no penalty.

So three questions:

1 - Do we reckon they will compensate people who stay on?
2 - Where should we go if we do?
3 - Are you taking the offer up?

jmarko

Jazzy_B

I'd been happy with e7even until 3rd January when my service stopped. If I request a MAC code, am I obliged to find a new supplier. I'd prefer to stay with them, as my contract doesn't run out until next January, but I only paid £50 for 10 months, so I wouldn't get much of a refund.As it'll probably take them days to issue the code, I won't bother switching if they've sorted out their problems by then.Do they cancel anything when you request a code, as I'm using their free dial up at the moment?

mike_paterson

Looks like all they cancel is any remaining support !

Rex_Mundi

Jazzy_B wrote:

I'd been happy with e7even until 3rd January when my service stopped. If I request a MAC code, am I obliged to find a new supplier. I'd prefer to stay with them, as my contract doesn't run out until next January, but I only paid £50 for 10 months, so I wouldn't get much of a refund.As it'll probably take them days to issue the code, I won't bother switching if they've sorted out their problems by then.Do they cancel anything when you request a code, as I'm using their free dial up at the moment?

When you request a MAC, it normally remains valid for 30 days. Nothing should change with your service in this time. You can always change your mind and not use the MAC, and nothing will change with your service. You are not obliged to use the MAC just because you have asked for it.

The MAC will only come into play if you DO decide to go with a new supplier. When you sign up for the new company, there is normally a box that you can enter a MAC if you have one. Once the new company has the MAC, all the work will be done behind the scenes. They will give you a date for switching. On this day, your service will be disconnected from E7, and connected to the new supplier (this is when you have to enter your new username and password). E7 states in their message that they will refund any money left in your favour after this date with no other penaltys.

Your new supplier will charge you from the day of the switch, and E7 will stop billing you the same day. It normally takes less than an hour for the switch to take place. This will be the only time you will have no broadband connection.

HTH

gatita

For the first time in 14 days I have finally connected to e7broadband this evening! I could hardly believe myu eyes, so now I am crossing everything I have hoping e7 have finally solutioned their problems.:D

spammeplease

The refund offer seems reasonable to me and looks like they are trying to stay sweet with Ofcom. I'm still mulling over what to do... On the one hand we have been treated pretty shoddily and they have dischuffed a lot of customers; on the other they hopefully have some whizzy new hardware, maybe they will chuck in some extra time for free, and from other posts on this board it seems that many other ISPs are just as capable of upsetting customers. I think maybe I will get the MAC anyway as insurance, as suggested by Rex (thanks) above.

MickKnipfler

I haven't seen anything cheaper than the £10 a month I've paid. Thing in E7s favour for me as that they're local so I can just go round there and bang on the door (as I did last week).

My concern though is how safe my investment is. What if they go out of business?

paul_h

MickKnipfler wrote:

My concern though is how safe my investment is. What if they go out of business?

If you signed up with a credit card, then you should be OK as the CC company carries joint liability under the consumer credit act if the transaction was above £100.

If you paid by cheque or debit card, etc., then you need to consider that if anything does happen to e7even then it will be difficult to recover any money.

However, as they are offering to pay out refunds to disgruntled users, they must have cash in the bank or have access to funding from elsewhere - and no financial institution will lend to a company on it's knees. I don't think e7even is anywhere near as close to collapse as some would make you think. If e7even can use the present situation to reduce the number of users on their systems (particularly the financial liability of high bandwidth users) perhaps they can provide a satisfactory service to those who are left.

Incidentally, I myself am still on the user@e7even.com login and have not been transferred as expected. I have suffered absolutely no service interruptions during the 'upgrades' and download speeds are currently excellent.

However, it is obvious that many customers have been let down and I can fully understand how these people are feeling.

MickKnipfler

I think I paid by Egg Card. Maybe I should sit it out then

rizla01

I'm not sure about this but I think that a lot of us signed up for £240 for ONE year & second year is free.

Therefore are they obliged to refund the 'FREE' bit even though it was used as an inducement?

paul_h

rizla01 wrote:

I'm not sure about this but I think that a lot of us signed up for £240 for ONE year & second year is free.

Therefore are they obliged to refund the 'FREE' bit even though it was used as an inducement?

When I signed up, I signed up for 24 months and my invoice states

Subscription : Biennial 512k

i.e 2yrs subscription. You can view your original invoice by logging into the user area on the e7broadband home page.