Entanet robbing me...!!!

oranabana

Can anyone help!?

we had Freeola providing a trial package at 8 MB/sec for 14.99 a month. we checked at the beggining to make sure we are not going to end up paying the 24.99 they charge after the initial 3 months. We were told that we would be able to request outbound migration after the first 80 days with them and there would be no need to cancel payment.


Dear xxx,

As requested by your phone call. The migration to us has no costs. Also as it currently stands, migrating your broadband service away from ourselves our of your contract period has no costs. As long as you do not cancel your direct debit with us before you have migrated away from us. As the direct debit cancels itself upon migration.

Kind Regards,

Simon Guiver
Freeola and GetDotted Customer Support Centre

We are now being charged for Oct at the rate of 24.99 despite the ADSL service being taken up by the new ISP. They are telling us "your service will not cease until 1st October 2006 therefore, no refund is due."

How can the service not stop even though its already being supplied by another ISP. Is it actually possible to have two suppliers suppliying the same phone line with ADSL service?!


The ADSL service started on the 2nd of July and we faxed them on the 5th of Aug to request a MAC, as per T&C:

The bank says that it was an automated payment and we'll need to write in with a complaints, despite us insisting that this was an authorised payment

Where do we go from here?!

wonderfullife_2

Hi
Requesting a MAC, is not usually the same as cancelling an account, even though you have switched over to another isp, you still have to cancel your old one and if you don't then they can continue to bill you.
Sorry, but this happens quite a lot.

Have you tried phoning them and explaining the situation,

From their website

Freeola Broadband Account Cancellation Notes...
1 The minimum term for Freeola Broadband ADSL is 3 months from the date of activation. A 30 day termination request can be completed after 2 months of service from the date of activation.
2 By completing and returning the form on the following page, your broadband connection will be terminated 30 days following the date we receive this form. All broadband internet connectivity will cease after this date. We will e-mail the address supplied when you signed up with details of the exact termination date.
3 If you proceed with this termination, future reactivation of your broadband connection will be subject to normal published activation charges.
4 Please do not cancel your Freeola Broadband ADSL Direct Debit mandate with your bank until the termination date has passed as pro-rata adjustments may be required.
5 Upon completion of the termination, your Freeola account will be reverted to a Freeola 0845 dial-up account which attracts no monthly charges. Dial-up access via our published 0845 numbers will be charged at low-cost local telephone rates according to your telephone provider.