E7 Refund Amnesty

ShimSham

a_russell wrote:

I applied for the amnesty as soon as it was offered, so far zilch! I am currently using dial in on their emergency line using the new extended user name they gave me. This does not work on bbuk, is it possible my old one works again?

you should try the suggestion mention in this post. http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=e7even&Number=2233351

mike_paterson

They have made a big change of some sort in the last couple of hours and the speeds on bbuk are miles better. You should power off your modem/router (after configuring the username to [email="username-e7even@bbuk"]username-e7even@bbuk[/email]) and then try again.
Good Luck

Jimney

Same here Mike. Logged on around 4pm going like an express train

mike_paterson

Just logged on to download a TV programme for the kids and I am getting download speeds at over 120kB/s on bit torrent - it is excellent - hope it lasts !

Jimney

Hi all,Spoke too soon using computer in public library no broadband at home last 3 days

mike_paterson

Posted on adslguide:

Statement from e7even UK Limited regarding the current network status:
As most of our customers are aware we recently went through a network restructure, part of this involved migrating our customers to our other new networks, for the customers this involved updating their usernames when the migrations took place. We warned the customers that they would be migrated to our new networks and we told them in advance of the username change, we also provided a free dial up back up number for them to use if they lost their internet connection during the migration.

It was unfortunate that once we had migrated most of the customers it came to our attention that there were issues on the –e7even@realm to put this in perspective this accounts for less than 20% of our entire customer base. We have been and are continuing to work with the provider to resolve these issues and a major part of the problem was resolved last Friday. We have a meeting next week with the network provider of the –e7even@realm to try and resolve the final issues once and for all. The issues we refer to are intermittent speed issues and some disconnection issues; there should not be anyone on the –e7even@realm that cannot connect at all. We have however been sent a long list of failed authentication requests from our network provider, the reason for these failed authentications is that customers are entering the incorrect usernames on their modem/routers. We have put a message on our network status page requesting the customers check that they are entering the correct usernames. This has so far accounted for a couple of hundred customers and we expect the list will continue to grow.

Because we are reliant on a third party to resolve issues it was extremely frustrating when the issues were seemingly dragging on and we were unable to give a firm date the issues would be fixed, it was at this point that we took the decision to offer all customers a MAC code and full refund of all unused time if they wished to leave. And for those that wished to continue with us whilst we resolved the issues we informed them that we would be offering a form of compensation once the migrations are all complete to make up for any lost time. We do not think that we could possibly do anything more than that.

With regards to the issuing of MAC codes, we would also like to state that we did not tell the users they will receive their MAC codes in 72 hours, we said they should receive their MAC codes within 72 hours, however depending on the volume of requests this may take longer. A lot of MAC codes have already been issued but we can only issue them as quickly as we receive them from the network provider.

Our customer services/technical support teams are dealing with extremely high volumes of calls and emails 80% of which are duplicates, even though we have drafted in extra staff this is still causing a phenomenal delay in responding to customers, if these were cut out it would enable us to respond to customers far more efficiently.

We have been and are continuing to do all that we can to get the issues on the –e7even@realm resolved and if we do not receive a satisfactory response from the –e7even@realm network provider next week with a way forward to resolve the remaining issues then we will be migrating all the customers from the –e7even@realm to our other networks until the issues are resolved.

ShimSham

I just love they make it sound like it's the customers own fault that we are having problems accessing E7's broadband service.

Ted_Hutchinson

We warned the customers that they would be migrated to our new networks and we told them in advance of the username change,

Well I wasn't warned I would be migrated to the new network nor have I been told in advance of a username change.
I haven't had any communication from them until the offer to refund.

As I've been online most of the time with improved speeds and only had a few breaks I've not been seriously inconvienienced however I do think they could have emailed out instructions on how to change your router username.

Do I just go to the "Home Gateway" 10.0.0 2 and enter it there with my password?

mike_paterson

Do I just go to the "Home Gateway" 10.0.0 2 and enter it there with my password?

Yes that should do the trick, Ted. I do not have the same router as you, but you should find a page for setting your username and password etc once you are logged into the router.
There are so many different routers that I think it would be difficult for them to cover all. My router, for example, is 192.168.1.1 (and can be configured to any address).

ShimSham

I applied for this MAC code and refund offer on Sat 14th jan and 3 weeks later I am still waiting!