Fast4/V21/Biscit (merged threads)

Victor_Delta

What with all these problems trying to contact V21, one of the oddest aspects of this entire sorry saga in my view has been how none of us have heard direct from V21/Biscuit.

Given the frequency with which we used to receive emails from V21 and then Biscit, notifying us about one thing or another, I'm really surprised that they have never emailed us direct - if only to give us the early (erroneous) message about contacting netservices to obtain our MAC codes.

Most odd. Has anyone any theories about why this might be?

V

GuessWho_2

twins_2_Be wrote:

I am just about to cancel my dialup account.......can anyone confirm the above is still the best method to cancel??

Sadly, it's the only way to cancel

If you are serious about cancelling, then the only option open to you is to cancel in writing.
State the date the cancellation is to take effect, include customer id number, mention also that the cancel button has been removed from the secure login so you have no other means of cancellation etc, then send it either by *Recorded, Signed for delivery*, or *Special Delivery*

Just for completeness, you could also send it to a couple of email addresses at Biscit, such as

accounts@biscit.net
sales@biscit.net
support@biscit.net
orders@biscit.net

But don't just rely on email, be sure to mail it also!

If you send it via *Recorded, Signed for delivery* and it has not been delivered in 2 to 3 working days, then i would follow that up with a further copy sent via *Special Delivery* (which is more expensive, but guaranteed to arrive before 1pm next day)

The address as given at Companies House is:-


BISCIT INTERNET LTD.
BERKELEY HOUSE,
HIGH STREET
EDGWARE
MIDDLESEX
HA8 7RP



Just for comparison, and confirms the above address, this is from their contact us page at the V21 portal:-

Customer Services
Please log in to your secure members control panel and use the Contact Us feature. Alternatively for any non-technical queries help is also available by contactig us at:

Berkeley House, 18-24 High Street, Edgware, HA8 7RP
or please call 0870 383 0030
(Calls charged at national rate) If you are not a current customer of V21 please use the form below to contact us directly.

and again the same address is on the contact us page of the Biscit website:-

Corporate Address
Berkeley House
18-24 High Street
Edgware
HA8 7RP

General enquiries: 0870 383 0030
Technical support: 0871 433 3069
Fax: 07092 111 511

This is the cheapest, but has no real delivery guarantees.

From the Royal Mail website:-

If you have important documents to send and want to check on delivery, Recorded Signed For™ fits the bill. With proof of posting, signature on arrival and online confirmation of delivery, your delivery is easy to trace. It's great value too, at just 68p plus First or Second Class postage.

Most First Class Recorded items arrive by the next working day. If you need Proof of Delivery, you can now see Proof of Delivery online - a copy of the actual signature that was taken as receipt of delivery - by using our online Track & Trace application. Ask for our Recorded Signed For™ service at your Post Office™ branch.
Features and benefits:-

Take advantage of our Recorded Signed For service and benefit from a range of great features.

Excellent value at just 68p plus normal postage
Peace of mind with proof of postage
Use online tracking to check if your item has been delivered
A signature is obtained upon delivery
Next working day delivery for most First Class Recorded items

This is better, but also more expensive

From the Royal Mail website:-

Sometimes it’s not enough to post your item and hope it gets delivered the following day. Choose Special Delivery™ Next Day and we’ll guarantee to deliver your urgent item the next working day before 1.00pm – or your money back.

Key features

Guaranteed delivery before 1.00pm.
99%* UK coverage.
Online tracking.
Up to £2,500 compensation.
Prices start at £4.10.

Check on the Royal Mail website using Track and Trace to make sure that the letter(s) have been delivered (or attempts made to deliver, this is important).

http://www.royalmail.com/portal/rm/

If the letters are not being accepted at that address, then i'm sure Companies House might have something to say about that since the above address is registered with them.



If you have sent the letter (particularly via the last method) and still not received any response, then it's time to talk to your card company/bank and show them copies of the letter sent etc.

GuessWho_2

Victor_Delta wrote:

What with all these problems trying to contact V21, one of the oddest aspects of this entire sorry saga in my view has been how none of us have heard direct from V21/Biscuit.

Yes, it is rather odd, i made a comment yesterday.

If they go any lower profile they would be invisible

Victor_Delta

GuessWho wrote:

If they go any lower profile they would be invisible

And yet they seem to believe that lots of us are getting through to them and want to stick with V21 eg their website message on Monday at http://v21status.biscit.net/index.php:

"...many hundreds of customers have already confirmed to orders@biscit.net per our request last Friday that they wish to retain their existing broadband service with V21..."

Really?

V

Hana

spud17 wrote:

Has anyone had any money back from v21/biscit that was taken in extra payments during the October turmoil?

Hello everyone, long time no speak!! Since my problems are now sorted, I've not wanted to tempt fate by keeping up to date with this thread. Checked in just now though, and HOW many more pages to read?!! :eek:

Spud17 - Much as it pains me to admit this, I did get my refund. I emailed my complaint to hugh paterson and accounts on advice from someone here (GuessWho, I would imagine, way back on about page 20-something) and received a direct response from Yvonne James (yjames@biscit.net). She emailed me on October 2nd to say that the amount would be refunded to my card that day. Sure enough, there it was.

Having said that though, I did reply to Yvonne about a fortnight ago asking the procedure for claiming back call charges to 0870 numbers during the major problem period. No response yet. Maybe she's been fired?!!

GuessWho - I don't think I thanked you for your instructions ages ago on setting up my own domain. Finally got off my behind and did something about it. It was well easy, thanks for the advice.

Infiltrator_2

I did get some cash refunded last week from Biscit - they took two identical payments from me on successive days in October. I emailed Biscit and received a prompt reply and apology and the money was quickly refunded to my card. There was a further debit from my account this week, again I emailed them this morning and received a phone call within the hour from Biscit and after them explaining that the £9 odd was actually for Freetalk not BB I thanked them for the call.

I did also ask what was happening with existing V21 customers and Biscit post the cease date. I was expecting that they might try the hard sale or at least that they'd be contacting us closer to the date but she said after the cease ex V21 customers were free to join up with Biscit or whoever else they might want to go with.

I've spent the last few days investigating other ISP's but I'm not entirely convinced that any of them will be any better than the Biscit option - am I mad?:eek:

oap

So far I am well impressed with New Net, regards oap (for broadband)

Victor_Delta

Infiltrator wrote:

I'm not entirely convinced that any of them will be any better than the Biscit option

I think it's a question of the old adage - you pays your money and takes your choice! However, the Top 10 listed by ISP Review at http://www.ispreview.co.uk/review/top10.php do seem to get pretty consistently good reviews, although most are a little more expensive than V21/Biscit:

1. Fast.co.uk - 9.58
2. FireFly - 9.24
3. SurfAnyTime - 8.96
4. Zen Internet - 8.94
5. NewNet - 8.81
6. ICUK - 8.78
7. Aquiss - 8.69
8. Vispa - 8.41
9. IDNet - 8.25
10. Firenet - 8.15

I note that NewNet, who have been mentioned several times in this thread, are well up the list.

In my own case, after a week of research like yours, by chance a family member pointed out that we should be eligible for the free Broadband service from Orange so that is the route I plan to take as soon as the 'cease' is effective on our lines.

Assuming they deliver an acceptable service - and I have read mixed reviews - ironically the V21 debacle may end up saving me a few ££££s (as I would have continued paying for my ADSL service if all this had not happened)!

V

oap

What is the Orange package please, we have an Orange mobile!!??Willnot do anything now, as signing up with NewNet, but would like to know for possible future.REgards oap

colinw

I sent a first class letter off to Biscit at Edgeware yesterday asking them to cancel my account and asking for the extra payment back. I now have no access to the members control panel, it just comes up saying invalid details although I can still connect on dial up for internet access . Hopefully they are in the process of cancelling me and paying me back my £8.99. Never again will I set up a CPA on a credit card. That's one lesson I have learned from this.