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V21/Biscit Customers Locked out of Internet!!

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  • GuessWho wrote:
    Believe it or not, the old terms are still on the servers, but no longer linked to of course

    But even if they are removed, i have copies and could host them elsewhere if required ;)

    If you want the terms for your previous dialup package, then i could probably provide those.

    As an example, here are the terms for the

    V21 standard dialup package

    This page did take a while to load! My dialup package was originally with Free-24-7, who are still advertising I see but when you click the Terms and Conditions link it takes you to a v21 error page ;) I think I may have a copy of these on my old computer I shall have to fire it up and take a look if I think I need them.
    Now regarding your 8Mb package, there are a couple to choose from.

    The following links can be very slow to load (minutes), so be patient and give it a little time, they should load eventually.
    If they won't, then i can host them elsewhere for you
    The same applies when trying to Save the files!

    There is the 8mb home unlimited package

    and also the up to 8mb home broadband package

    there is also a freemax unlimited package

    These loaded quite quickly but with your warning I did just copy and paste them rather than try and save the page so I can look through them in depth later.

    As ever, thank you so much GuessWho for your time and trouble.
  • Hi JoanneJ, glad to hear the connection still works even though the rest of it sounds a pile of *h1te LOL :)
    JoanneJ wrote:
    As have never received any Biscit T&Cs since 20/10 when they confirmed my F4 contract now bought by them (no mention of V21), any info relating to the F4 deal I did sign up for would be helpful re my Ofcom enquiries.

    Biscit are still not replying to any communications, still have not made refunds promised over a month ago and I have no access to any sort of Member Portal but still getting online; currently.

    i joined Fast4 a month or so before you, but these terms should be the same ones. They are no longer available online of course, but i have sent a copy up to yousendit, so you can download them from here:-

    http://download.yousendit.com/227FD9F52F430E48



    The cancellation address in those terms is no longer manned i believe, so you would need to use the Biscit, Edgware, London address in place of it.


    The V21 dialup packages must have been priced very different from Fast4 and other resellers. Yes, i was also one of the mugs to sign up to the *too good to be true* 4.99 deal :)

    Now, of course, we can all form opinions as to why it was only 4.99, hindsight is a wonderful thing :)

    I was happy with it until things started going a bit pear shaped, but there's no harm in people hanging in there for the ride. It isn't like broadband where they control your phone line, it's just your monthly payments you need to keep track of. I think they may have cured the (bug ?) which resulted in increasingly early payments, but that still means people like yourself rightly want refunding the previous errors.

    I never had any luck with the accounts dept. I decided at that point it was pretty pointless waiting for them to sort out the situation so went straight to the card company/bank and put all the wheels in motion, which was successful.


    You joined Fast4 at a fairly crucial time unfortunately, but it sounds like your account was transferred to Biscit

    I had no dealings with V21, but these were the emails that i received which explained the situation, confirming the status of my Fast4 account:-

    From: unattended@fast4.net
    To: me@someisp.com
    Subject: Important News Update
    Date: Wed, 4 Oct 2006 09:11:07 +0100

    Fast4.net is now pleased to announce that your account has now been
    moved
    successfully to our parent company V21.co.uk.
    Please be aware that your dial up number has not changed and there is
    nochange to your email.

    The only changes you need to note are that the customer services
    telephone number is now 0870 442 9600

    Your members area is now available from https://www.v21.co.uk or directly from
    https://secure.ispserve.co.uk/members

    Please continue to enjoy your internet experience....

    Regards
    Fast4 Support

    This newsletter is published by v21.co.uk



    and of course this one
    From: unattended@v21.co.uk
    To: me@someisp.com
    Subject: V21 and Biscit are one !
    Date: Mon, 9 Oct 2006 13:52:06 +0100

    London, 10th October 2006

    Dear V21 Customer,

    V21 and Biscit Are Now One!

    On behalf of the board of directors, I'd like to welcome you to Biscit,one of the country's leading telecoms and broadband providers.

    You may have already learned about our acquisition of V21. We believe
    the company to be a perfect fit for our group, allowing us to offer you the
    same exciting combined voice and data packages that Biscit customers
    have come to enjoy. freeMAX Home, freeMAX Unlimited and freeMAX Education are just some examples and they'll slash hundreds of pounds off your phone and data bills each year. You'll find a wealth of information about these and other award-winning products on our website – https://www.biscit.net.

    Biscit is a customer-centric company. We put you first and we'll go that extra mile to keep your business. No longer will you receive technical support from India, you'll be able to call our London-based customer support teams whenever they're needed, every minute of the year.

    Our service record is exemplary. For the 3-month period July, August and September, Biscit's network backbone uptime was respectively 99.7%, 99.8%and 98%. Server uptime for the same months was 99.89%, 99.62% and99.91%, and average waiting time for customers calling customer support was just 1.3min, 1.2min and 1.5mins.

    In the coming months, we plan to transfer your V21 service to Biscit's secure networks. The migration will be almost seamless, and you'll then begin to enjoy all the benefits of our advanced infrastucture.

    We've added an acquisition FAQ to our website, which should answer most if not all of your questions. If you wish to call my office to discuss our
    forward plans, please call the main Biscit number 0870 383 0030, option 5,
    during normal working hours. My team and I will be delighted to take your call.

    Finally, Biscit operates a Refer a Friend program. If you recommend a friend, and he or she signs up for any of our superfast broadband services, you'll both win a free voucher to an Extreme Event such as Kitesurfing, Motocross, Sailing or Wakeboarding. These high-octane activities are held at locations nationwide. Alternatively, you can also choose a voucher to a soothing Pamper Session. Please visit our website https://www.biscit.net for further details.

    Sincerely,

    Hugh Paterson
    Chief Executive
    Biscit Internet Ltd.

    This newsletter is published by v21.co.uk


    Apart from the above 2, these were followed by a couple of sales/marketing emails from sales/marketing@v21.co.uk which was unusual because i hadn't received any in the previous months, so it seemed like Biscit was driving that.


    Did you receive any of the above?


    What really surprises me is why relatively simple account problems such as yours (and others) are not being sorted out ???

    That is the probably the main question that you and others should be giving some thought to :)
  • Now left V21 (haven't told them but I'm working under the 'you broke the contract in the first place' principle) My cease went through at about midnight on the 1st Dec. Registered with Newnet at 00:10 on Saturday and now up and running @ 8mbps (variable max streaming) for £11.95 a month.

    I actually reckon the Newnet service was available the next day but couldn't get near configuring the router till now.

    Cancelled my debit card so V21 can't get any more cash - we're about even but don't trust their auto invoicing system.

    Had to pay £35 connection to Newnet but impressed so far...:T
  • This page did take a while to load! My dialup package was originally with Free-24-7, who are still advertising I see but when you click the Terms and Conditions link it takes you to a v21 error page ;) I think I may have a copy of these on my old computer I shall have to fire it up and take a look if I think I need them.

    I'm sorry but i don't have the terms for Free24-7.
    All the terms i have seen for the other resellers (including Fast4) were remarkably similar, so it's likely yours were too, but that's just guessing.
  • Registered with Newnet at 00:10 on Saturday and now up and running @ 8mbps (variable max streaming) for £11.95 a month.

    I actually reckon the Newnet service was available the next day but couldn't get near configuring the router till now.

    Had to pay £35 connection to Newnet but impressed so far...:T

    Congratulations, pleased to see another happy Newnetter :)

  • This page did take a while to load! My dialup package was originally with Free-24-7, who are still advertising I see but when you click the Terms and Conditions link it takes you to a v21 error page ;) I think I may have a copy of these on my old computer I shall have to fire it up and take a look if I think I need them.


    Free24-7 old (2002) t&Cs http://web.archive.org/web/20020419114321/http://www.free24-7.net/terms.html

    Free24-7 Latest t&cs https://secure.v21.co.uk/sec/file/customer_signup/terms.asp?sm_acc_type_id=2&print=1&smp_id=2&a_code=free247&pt=
  • V21 took a payment from my debit card on 27/11/2006 despite assurances that "affected mebers would no longer be billed".

    I immediately cancelled my debit card and no suprise v21-Biscit have attempted to take another payment on 01/12/2006 (4 days later!).

    As they have been unable to do this they are now sending me threatening e-mails. Has anyone had a similar experience?

    :mad:
  • V21 took a payment from my debit card on 27/11/2006 despite assurances that "affected mebers would no longer be billed".

    I immediately cancelled my debit card and no suprise v21-Biscit have attempted to take another payment on 01/12/2006 (4 days later!).

    As they have been unable to do this they are now sending me threatening e-mails. Has anyone had a similar experience?

    :mad:

    I have read in other forums that a few people have had some of these, but they are only automated responses from their clapped out system, so i wouldn't take them tooo seriously ;)
  • Post the threatening letter - are you sure this isn't the standard 'failed payment' letter. I used to get it the whole time when my debit card was changed out.
  • Bishopgate, I got an automated email telling me my account was on hold and that the most common reason for this was that they couldn't get any money. I had NOT cancelled the direct debit at that time and they hadn't tried to get the money so it is different from yours on that score but I still got the email telling me that my account would be removed if I didn't respond in 30 days.
    Was it that sort of threat?
    After receiving their email I then did cancel the direct debit.
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