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MrBig_4

Has anyone else been experiencing multiple drop outs in the evenings?

The last couple of days I have had 4-5 drop puts sporadically over a couple of hours. Not happy, normally wouldn't mind as I have paid up but still no sign of my MAC 9 working days since I paid!

Has anyone got a MAC yet from Clode since they paid up?

nickem

I paid them off on the 28th April and still no MAC code. Clode say I'm at the top of their list...but that's probably what they tell everyone, I think Clode may issue them all in one hit, as they did with there standard letters.

Time for another phone call to Clode (12 working days and counting)

Dangle

There's a news item on ISPreview http://www.ispreview.co.uk/news/EkEplVZkEuAEGxMxco.html reporting the continued problems affecting redten customers, nothing new I'm afraid though.

grg79679

I got a call from Trading standards saying that they are looking into the redten situation.

Dont know what they are going to do with it though as they havent contacted redten yet. Anyone else had a call from them?? (it was the Tower Hamlets branch)

MUM-RA

grg79679 wrote: »

I got a call from Trading standards saying that they are looking into the redten situation.

Dont know what they are going to do with it though as they havent contacted redten yet. Anyone else had a call from them?? (it was the Tower Hamlets branch)

Yes, ME! See post further up the page. Wonder if they're finally getting a grip?:T

kennydeeee

i think clode are disgusting as some people paid in good faith to be released from there contract and given very little time to gather up the money 1 poor chap 400 big 1`s and they dont respond or release the mac codes i used to feel slightly sorry for clode not any more clode you are scum bags hope your reading this

leybald

Dangle wrote: »

There's a news item on ISPreview http://www.ispreview.co.uk/news/EkEplVZkEuAEGxMxco.html reporting the continued problems affecting redten customers, nothing new I'm afraid though.

Have you seen who's got an ad banner at the base of page??!!

nedmundo

nedmundo wrote: »

Indeed I got the same letter sent (and check this out!) 1st class - now theres a 1st!

Apparently my complaint has been passed to Louise Hingley for further investigation!

3 points to make:

1. What is there to investigate? We are not getting what we signed up for and therefore, we should be cut loose with our credit agreement cancelled and a MAC code. Which bit do they not understand? It's hardly rocket science is it?

2. The complaints procedure outlines their complaints procedure, which is basically - acknowledgment of complaints with 5 working days, update after 2 weeks, full written update after 4 weeks and final response or explanation after 8 weeks.

Now bearing in mind my original complaint was received by them on 03/04/08, I take that as the start date for the process and I don't think they have exactly kept to their own protocol.

3. Apparently, if they are unable to work within their set timescale or I'm not satisfied with their final response, I MAY refer the matter to the Financial Ombudsman Service. Well Clode, that's very nice of you, but if you knew your a-r-s-e from your elbow, you'd know that the Ombudsman is another toothless quango, whose remit doesn't cover financial agreements taken out prior to April 2007, even though they are still subject to the consumer credit act blah blah blah!

I'll be fair and take up your offer to ring you this week and if you don't do the right thing and stop provaricating, I'll send a summons - how's that?

To follow up then, I spoke to Clode today. Heres the gist.

Me- I asked exactly what there was to be investigated as it was really quite simple that I am not getting the service that I signed up for.

Reply- Do you have a connection?

Me- Yes

Reply- Have you reached the maximum bandwidth yet?

Me- no, because I've had to stop myself and my family from using the internet as they would normally to avoid going over the limit. Surely if they were able to supply an unlimited service, they would have done so to avoid all this hassle for everyone

Reply- Every case is being looked at on an individual basis. It's not as simple as just switching everyone over to an unlimited service.

Me- has anybody got an unlimited service then?

Reply- no

Me- in which case it can surely be looked at piecemeal rather than on an individual basis. Don't you think 2 months is plenty of time to investigate and make other arrangements?

Reply- we still are confident that Redten will still be able to meet their contractual requirements, but we don't have any timescale currently.The board are having weekly meetings with Redten to find a way forward.

Me- who are they dealing with at Redten - The MD has resigned and the phones aren't being answered.

Reply- Jessa

Me- Shiraz?

Reply- Yes

Me- Ok , is it acceptable that I'm still paying for an inadequate service whilst you're investigating? Don't you think that you should suspend the payments until full service is resumed.

Reply- It's a fixed term finance agreement. I can't do that. the only way you can get that is to stop it at your bank. But I must advise against doing that.

Me- I won't be doing that- my credit rating is to important to me! What I mean is for you to stop it whilst you sort the mess out - especially as you don't have any idea in mind as to the timescale involved. I'm not objecting to paying as per the agreement, but you really should be postponing the payments collected.

Reply- the only person who can authorise that is the chief executive, you can try emailing him and ask him to.

Me- you mean Nick Davies

Reply- yes.

So I now have an appointment to speak to the organ grinder tomorrow!

Will report back.

nedmundo

Further to that, I just had a call from Clode (yes they phoned me!) saying that he's out of the office tomorrow as he's going to be in London.I'm welcome to ring and speak to one of the representatives dealing with Redten - Louise Hingley.

I asked whether she would be able to authorise anything as I was told earlier that the only person who could do that was Nick himself. Reply- Oh no, that's not true, Louise is able to make decisions in his absence!


I therefore emailed him proposing he might want to ring me tonight!

rebellion_x

nedmundo wrote: »

Further to that, I just had a call from Clode (yes they phoned me!) saying that he's out of the office tomorrow as he's going to be in London.I'm welcome to ring and speak to one of the representatives dealing with Redten - Louise Hingley.

I asked whether she would be able to authorise anything as I was told earlier that the only person who could do that was Nick himself. Reply- Oh no, that's not true, Louise is able to make decisions in his absence!

I spoke to Louise last night who told me that my complaint had been escalated to Nick Davies, when I asked who in the company had authority to make decisions regarding Redten I was told it is only Nick Davies. I also asked what there was to investigate as clearly the evidence shows redten are in clear breach of contract, only to be told they are trying to resolve the issues regarding the 15Gb cap. I said I wasn't interested in that I only want out now. Apparently it's out of her hands and I now have to wait for Nick Davies. I first lodged a complaint 9 weeks ago and still they have not aknowleged what my complaint is. all they go on about is the 15Gb cap. They still deny that Redten and themselves are in breach of any consumer laws. It is clear these people have no intention of playing fair and i hope they get all that is coming to them. Court Action will be taken on my return from my holiday.