Fast4/V21/Biscit (merged threads)

Random

I had no reply from anyone at Biscit until I emailed the CEO himself. hpaterson@biscit.net if you want to give it a try. He says someone will ring me tomorrow, it remains to be seen if they will!

Random

Ohh, I think their intention is to sell broadband to as many dialup users as possible, don't know what happens to the ones they can't 'upgrade'.

My advice to anyone offered a Biscit connection, read the small print! They have an extortionate fee if you decide you wish to leave them, it's one of the reasons I'm now trying to leave. The other is the abysmal customer service since the takeover!

Edinburghlass_2

Clock wrote:

Hi everyone, - the saga continues! I was getting connected alright until this week, now allsorts of problems, a friend hasn't got connected at all as I have already reported. I'm definitely with V21 but can't now access their Members site to reply to a mail from them! I have thought all along that someone was sabotaging the change over, possibly disgruntled V21 staff, now I read they have all been sacked, - is this correct? If so it looks as if I might be right.

As for Martin Lewis helping us, - I wouldn't hold your breath! I sent an urgent e-mail directly to him yesterday and got a standard reply so re-sent it - no reply. I await a result with baited breath!!

Clock

P.S. I wouldn't dream of using the 0845 numbers they give, - I've already paid for unlimited use (that's a joke) why should I pay again, or any of you??

As you emailed Martin over a weekend I wouldn't expect you to get an answer until after the office opens again on Monday and the emails are read.

Capt_Slog

I sent an emailt to support@biscit.net asking if they had my account as I'd been told this by Fast4.

I received a brief email to say "yes this was the case" but none of the details I'd hoped for, instead it came with a copy of the V21 page showing the dial-up numbers that I could use instead. These are the ones you have to pay for.

I was a trifle miffed at this, and so sent this reply.......

---

Thank you for this information.

So you now have my account?
Please can you tell me how much I'm now paying for this excelent service? Since moving numbers I can never get on. I can't access the members area at V21 with my user name and password, and so I can't even cancel my contract, and presumably, you will continue to take my money and give me nothing in return.

And to cap it all, now that the service doesn't work, you are now offering another number that I have to PAY for, despite the fact that I have already paid for UNLIMITED access. You're taking the !!!!.

---

Recieved this in return.

---

Sir, I understand your frustration, I truly do, I am offering you access to the internet, while we resolve problems, I have spoken with the CEO about payments fro these services, and we will announce soon, what we will be doing about this. I appreciate you have already paid for the service, the alternative is offered solely for the ability to access the internet, if you chose not to use it, this is your choice.

---

So, I still don't have the answers I wanted. I'm worried that they are going to keep taking the payments, and that I am unable to stop them without incurring an £80 charge. Although Aaron says that this doesn't apply any more, could that only be for 'new customers'?

alared

Just to put in my 2p worth.
I`ve had 4 emails from V21 as receipts for my latest monthly payment.
One showed the correct amount of £4-99 and the other three showed £0.00.
I managed to login to my V21 account on Sat and the correct amount and date for Nov payment was showing.
Site down today.
I pay by DD and as long as the correct amount is deducted I won`t cancell my DD.
If people pay by DD and cancel (which you are entitled to do, if you are not getting the service you`ve paid for) I fail to see how they can take (steal) £80 from you.
Once you`ve changed to DD there`s no record of your previous payments.
This recently invented £80 charge is more to do with cancelling a 12 month BB contract or possibly the MAC code charge.
The only real people who can sort it out (despite saying they`re useless) is

OFCOM
That`s who everyone should be complaining to.

exprog

Random and Capt Slog: thanks for the information. I have now sent an email to the biscit support address asking for information. I have mentioned the £80 cancellation charge thing, which I expect they will ignore. However, I don’t believe they could enforce any charge when they are failing to provide the only authorised route. I’m not a lawyer but surely that type of behaviour is why equity law was created in the first place.

How on earth could a company get itself into such a mess – it’s so amateurish!

Kruger

Just to add my experience, I cant believe I'm caught up in this isp saga twice over. I've got another thread ongoing regarding my experience of moving my BB UkOnline connection.

http://forums.moneysavingexpert.com/showthread.html?t=276229

I had to take up a temporary dial up connection in the meanwhile, and I went with Fast4's unlimited 56k for £4.99 , on the 6th of October, 1 day too EARLY, otherwise I would still be with Fast4, Havent been able to connect since about Thursday.

How can I get through to block the payment for next month, as hopefully my Broadband will be up and running then, or what other ways are there of stopping the payment.

wallet_2

complained to following today

http://www.ispa.org.uk/cgi-bin/complaints.cgi

email sent to biscit as follows

"since you have acquired v21
there have been many occasions of outages
yesterday and today
https://secure.ispserve.co.uk/customer/_agent/fast4/index.asp has
become unavailable

many many calls to 0870 3830030 have been paid at approx 7p/min which
ultimately are not answered

I have left numerous messages - not one has been returned.

every menu option on the above number leads to a long wait and no
answer

just what is going on - is anyone there !

alared

This is where EVERYONE should be directing their complaints,the more the better:

http://www.ofcom.org.uk/complain/internet/

salomon

First posting, been signed up to dial up fast4net for 2mth now but am having trouble cancelling now they have been taken over by V21/ BISCIT?
Cant seem to get into redirected members area and the 0870 customer service nos leave messages but no one gets back!!

ANY ADVICE WOULD BE VERY GRATEFUL.