Grrrrr this is frustrating!!!!

susi

Im with Force 9 internet provider, for the last 6 weeks or so my internet connection has been very erratic, since last week Im lucky if I get an hour a day, usually on an evening. Well I rang a couple of times during this period and there was a recorded message saying they were upgrading the service and bare with them blah de blah!!! Last week I really got fed up with it and decided I wanted to speak to someone, I rang again to be kept on hold forever listening to music and then somehow got cut off, once I held for an hour and a half, determined to give them a piece of my mind, my battery on my phone died so that was that. I fanally got through on Friday after waiting a mere 45mins, I was asked if my dsl light was flashing when I was dissconected, well I didnt know so was told to check next time it dissconected and call them back, uh as soon as I put the phone down my connection with the internet was lost and yes my dsl light was flashing!!! I rang back waited 25 mins (this was now 12.30am) was told they would register a fault and get it sorted. I rang again over the weekend because we have hardly had any internet at all (I am now doing computer cold turkey!!!) I was told to be patient as there is a que of people who need sorting. I was furious and said I wanted to cancel, I was told I would have to do this via the site, WELL I HAVENT GOT ANY CONNECTION!!! sorry but I was getting a bit irritated by now. The chap then told me I should put it in writing, so I asked for the address and said I would cancel as basically the service was crap. I was then told I would have £47 to pay for a deferred activation fee!!!!!! I said I had never been told this, but he said as I didnt pay it when I signed up it would be payable when I cancelled. Do I really have to pay this fee, they are taking my money every month and not giving me much of a a service as it is. Has anyone here had dealings with foce 9??????

Astaroth

F9 is part of the Plus.Net family of companies who many people rave about but personally I had nothing from bad service from... though I am talking about years ago before ASDL even existed.... I had unlimited dialup and within 2 minutes I received an email stating that they were changing the T&Cs to say that "unlimited" was now going to have a "reasonable use" condition and a second email that they had deemed my usage unreasonable and as such were cancelling my account.

Back to your problem.... it does state on their site that the free setup is subject to terms which if you follow the link states:

F9 wrote:

For every year you stay with Force9 we'll guarantee that the cancellation cost decreases. What does this mean? If you cancel within the first year, then you will pay £47 for the activation. For every year you stay we'll reduce this by £9.40. If you also choose to take a modem as part of the offer there will be an additional cancellation fee of £25 in the first year and this will reduce by £5 for each year that you stay.

So basically they are entitled to charge you for termination of the service as you agreed to the cost in the T&Cs (irrespective of if you actually read them or not)

Of cause you can argue for a refund for the last 6 weeks fees as they have not kept their part of the contract to at least reduce this sting.

smcaul

F9/PlusNet are having major problems with customer service at the moment - I left them about 3 weeks ago, had to buy myself out of my contract as it is a business connection I was on and it needs to be usable. Go and have a look at the plusnet site and the forums that are there, you will find loads of people complaining - you can also find out just how bad they are at the moment by going to the forums on adslguide.org. If I were you I would fight hard to get out and try not to have to pay the fee, you may end up paying it then having to take them to the small claims court to get it back.

susi

Thanks guys, Im pleased its not just me, they made me feel like I was being a pain, this is the first time we have had a connection since Friday, Im so angry with them, the telephone team are a real waste of space. I have also complained in writing and asked that someone contact me but up to yet.......nothing!!!

smcaul

Don't hold your breath waiting for a reply, took them over a week and numerous messages to get my MAC key off of them!!!!!

jordylass

I am with them and having the same problems, I have diconnected 3 times while I write this message. I'm going to look for something else, even if I do have to buy out. I need a more stable connection than this.