Fast4/V21/Biscit (merged threads)

wallet_2

from ofcom site - "Ofcom does not investigate individual consumer complaints. The information you provide below will help us monitor consumer issues, and we may investigate a company if monitoring data reveals a particular problem. However, please do not ask Ofcom to pursue individual cases."

my contact with ispa got this reply
"Thank you for contacting ISPA.

As you have made a complaint about a member of ISPA, I have forwarded your complaint to our contact at the company as set out in the ISPA Code of Practice.

Someone from the company will contact you within five working days in response to your complaint.

Most of the complaints we receive are resolved satisfactorily in this manner. If
however you remain unsatisfied, please contact ISPA again by visiting our
website https://www.ispa.org.uk to fill out the second online complaints form, which
will enable us to escalate your complaint to an external adjudicator.

Kind regards

ISPA Members Services Team "


maybe we should direct complaints to both bodies

rrockettman

I've had a V21 160 hours anytime monthly contract since Dec 04.
I've noticed that they have collected my 9.99 monthly DD three times this month. On checking back, they took 15 payments last year, not the twelve I'd expect when they say 9.99 a month.
They have already taken 15 payments this year since January!
Four times I have phoned their accounts dept since Thurs, on an 0870 number so they make a profit for not answering, I leave a message for them to contact me but they haven't yet replied. I have emailed them, also no reply.
Along with their terrible customer service, I've also had numerous problems logging on.
Anyone else having problems with them?
Russ.

rrockettman

Salomon
I've been having the same problem trying to contact them.
They seem to ignore emails as well, when it does let me log in to my account.
My next step is to write to them using the old fashioned snail mail, make sure you send it registered post though.

V21 Customer Service Team, Concept House, Trafalgar Way, Camberley, Surrey GU15 3BN

kaznelson

A couple of months ago I signed up with them but cancelled immediatley, they still took £59 from my account and took 30 days to refund.

They've only gone an B****DY took it again today!!!!!!!!!!!!

theloft

Cancel your Direct Debits and if paying by Credit Card, contact the Card company and explain the problem, maybe they canstop the payments. If not cancel the card and get another, there are plenty out there.

oap

Hello all, well as you may or may not know I changed to bb with Fast 4 a few weeks ago and whilst in the process they moved me to V21 and Biscit, my bb is first class, and very fast, any e mails I have sent have been replied to immediately by either Paul or Stu, and they even gave me a line to dial with my own password if I needed to speak to someone. So very well satisfied and paying £11.99 a month, yearly contract.

All seems ok, SO FAR!!

With the numbers I have, maybe this might help someone, try 0870 383 0030 this is Biscit and is a new number. and gives you various options to choose from, let me know how you go on, regards oap

cwoodham

Trying to cancel my Fast4 monthly £4.99 dial up contract as I now have Virgin broadband.
How do I get through to Fast4/Biscit/V21? The old Fast4 members log in panel seems to be defunct. I tried Contact us and got a reply
'Please note that enquiries concerning existing accounts will not receive a
reply' and they gave a link to njpservices.com to log in. It doesnt work either.
Does anyone know how I can contact them to terminate the contract?
I pay by credit card unfortunately. Thanks

Geoffo_M

I am so confused by this. The last email I received was from fast4.net giving me a new dialup number and a new email addresss. So clearly at this point, I assumed I was still a customer of fast4.

I have been unable to connect to either the old or new number since last Thursday (19th Oct). I looked on the fast4 website and that says all customers registered before 7th October are now with V21/biscit. So as I joined in August, I presume I must be with biscit. Looking at their website, they claim they are answering all emails, but how do I know their POP server address in order to receive any email that may have been sent to me? Also there is no members portal to be able to check if I am a biscit customer.

So many people must be in the same situation

Geoff

Capt_Slog

At last........

http://v21status.biscit.net/index.php

......................some information.

Ok, it doesn't help a great deal, but why didn't they do this sooner?

GuessWho_2

I don't want to alarm you, oap but Paul and Stu and the rest of the support crew were all made redundant last Friday!

Biscit will be taking over that role, but it's a bit of a mess at the moment.

Did they tell you about a leaving fee?

For the dialup people who want to cancel but can't, because there is no member's portal, and likely to be out for another 12 days according to Biscit, then the only way is to send registered letter both to V21 and Biscit addresses.


to V21 (if this is the address in your terms)(apparently there are still admin staff at this address)
ISPserve.co.uk Ltd
(V21.co.uk Ltd),
Concept House,
Trafalgar Way,
Camberley,
Surrey,
GU15 3BN

and to Biscit

Hugh Paterson
Chief Executive
Biscit Internet Ltd.
9 Hale Lane,
Mill Hill,
London NW7 3NU


If you want more info then the best forum to speak to people is here
http://www.v21.co.uk/forum/default.asp

but most of those forums require the account to be set up by mods before you can read or post in them, although there is a General chat forum which is open.


also on this forum where you can easily register

http://www.ispreview.co.uk/talk/forumdisplay.php?f=67


and since leaving Paul has set up a rival forum, because it was thought that v21 would pull the plug on the official forum i mentioned above
the address for this forum is here
http://www.friendsofv21.co.uk/

[EDIT] This last link appears to have failing DNS,
as it is only a re-direct, this link is a more direct one
http://www.ispchatzone.co.uk


Best of luck to everyone whatever you decide to do