Shocked, appalled and horrified... ADSL24

When considering the various FTTC providers I found myself leaning towards the ADSL24 30 Pro package as a good mix between speed (10Mbps up), limits (30GB / Unlimited @ night) and price. My exchange went live a little while ago, so I decided to go for it.

I then did the usual boring bits; rang my current provider (Be*) and requested my MAC code, put that into the ADSL24 ordering system with a few card / address details and voila! I then got to choose a date for the BT engineer to visit, I chose February the 18th 1pm - 6pm. Great, sorted (or so I thought), so I rang up Be* and told them the cancellation date (18th). All set.

Then I received the "normal" e-mails from ADSL24 upon joining them (on the 9th of Feb):

"Dear Sxxxx Xxxxxxx,

We are pleased to advise you that your order has now been submitted. We will usually have a further update within 24-48 hours containing information such as your activation date, username and other details..."

Great, looks like it's gone through ok. Then I receive this on the 10th of Feb:

"Dear Sxxxx Xxxxxx,

We are pleased to advise you that your order is now being processed.
The estimated activation date of this order is 18th Feb 2011."

Fantastic, so far I've got the date I want, I'm £80~ lighter (install + first month) and no issues! Then, on the 14th of Feb I got this:

"Dear Sxx Mxxxxxxx,

We are pleased to advise you that your order now has a committed activation date.
The confirmed activation date of this order is 18th Feb 2011."

Again, great! So I promptly went and booked the afternoon off work.

Now, on the 18th, I get home at 12:30pm and await the BT engineer's arrival, but at 3:40pm I've not heard a whisper, so I call ADSL24. I asked if the engineer's visit was still definitely on for today, and was told that yes, it was. They also said that they would get in touch with the provisioning service to see if they could get an estimated time of arrival for me; great!

Then the phone rang and I was told it was bad news, uh oh. The customer service rep. (CSR from now on!) told me that there was a mix-up in their system and that the date for the visit was actually the 24th of February (a Thursday). I said that I wasn't particularly happy about this, as I've had to take a half-day off work as holiday and that the date they have given instead is a day I can't do (I can only take off Friday afternoons).

The CSR then said that they would adjust my first bill so that instead of me paying from the 18th, I would be paying from the 24th when the line actually goes live. I was like, "of course you are, why would I be paying for it until it is activated!?". I said that I wasn't happy with the level of service that I had received so far and as a result was thinking of just cancelling the whole thing and going with a different provider. To which I was told "Oh well it'll take even longer to get online then, and BT have 'committed' to installing it now, so if you cancel you will be subject to a charge of roughly £100, plus the non-refundable install fee of £49.99" I was like "WHHHHATTTTT!?".

At which point I asked to speak to a manager, to which I was told there were none there (again, how!?) and that if I wanted to talk to someone about compensation, I should e-mail customer services. Pardon!? E-Mail? What, the thing you need a working internet connection to use!? Fuming at this point I said forget it, I'll call again tomorrow or on Monday to speak to a manager to cancel this thing.

So, so far ADSL24 have given me misinformation on numerous occasions and when I asked if I could cancel the whole thing, they threatened me with a £150 cancellation charge. All I can say is avoid ADSL24 at all costs. I'm thinking of going to the small claims court on Monday if they refuse to refund my installation charge and first months subscription.

EDIT: Oh and I should probably mention that my neighbour has very kindly allowed me to connect to his Wi-Fi to send this, so a big thanks to no. 21! ;D

Update 5pm 18/02: I've also now just realised that to remove your direct debit details from their system, you have to raise a ticket to get it removed, not just delete the details yourself. So I'm waiting on a CSR to action this, as I do not want ADSL24 having free-reign on my bank account.

Update 8pm 18/02: I've now confirmed that it was definitely ADSL24's fault and not BT's for not letting them know, in one of the control panels on their website I have found out that they were notified on the 14th of Feb. that the BT enablement date was the 24th of Feb; the same day that they confirmed with me that it was the 18th. I even have proof:

When ADSL24 were notified by BT: http://i52.tinypic.com/2qdoay1.png

When the e-mail to me confirming the 18th was sent: http://i51.tinypic.com/205b4nm.png

Edited by deleted (Fri 18-Feb-11 20:43:03)

In reply to a post by Global_Inferno:

When considering the various FTTC providers I found myself leaning towards the ADSL24 30 Pro package as a good mix between speed (10Mbps up), limits (30GB / Unlimited @ night) and price.

Given this information, how did you not go with BT?

To cancel a Direct Debit (and get your money back for a DD you dispute) just ring your bank and tell them what your want.

In reply to a post by orly:

In reply to a post by Global_Inferno:

When considering the various FTTC providers I found myself leaning towards the ADSL24 30 Pro package as a good mix between speed (10Mbps up), limits (30GB / Unlimited @ night) and price.

Given this information, how did you not go with BT?

Perhaps he didn't like the idea of an 18 month contract.

In reply to a post by Michael_Chare:

To cancel a Direct Debit (and get your money back for a DD you dispute) just ring your bank and tell them what your want.

I would if I could, but as they haven't even taken the first payment, they haven't started the DD, meaning that my bank have no knowledge of it as yet.

In reply to a post by griff_90:

In reply to a post by orly:

In reply to a post by Global_Inferno:

When considering the various FTTC providers I found myself leaning towards the ADSL24 30 Pro package as a good mix between speed (10Mbps up), limits (30GB / Unlimited @ night) and price.

Given this information, how did you not go with BT?

Perhaps he didn't like the idea of an 18 month contract.

I didn't go with BT for a few reasons; they force you to have a home hub and pay for delivery of it, even though I don't want one. Ever.

And they have serious throttling of P2P, a strict fair usage policy ("Unlimited" = not), etc.

I'm still undecided about who to try next if I do get this cancellation with ADSL24, BT are still in the running, mostly on price alone. But IDNet seem a good choice and I've heard nothing but good things about AAISP.

I've added some screenshots for proof, for those that are interested.

In reply to a post by Global_Inferno:

To which I was told "Oh well it'll take even longer to get online then, and BT have 'committed' to installing it now, so if you cancel you will be subject to a charge of roughly £100, plus the non-refundable install fee of £49.99" I was like "WHHHHATTTTT!?".

You may want to double check that. If you cancel, you may be billed an early or late cancellation fee, which may be the first as you have an engineer appointment, however, the "installation" charge should be refundable as that part is never completed.

Matt

In reply to a post by uno:

You may want to double check that. If you cancel, you may be billed an early or late cancellation fee, which may be the first as you have an engineer appointment, however, the "installation" charge should be refundable as that part is never completed.

Matt

Surely what with it only being about 11 days since I placed the order, (ie. Less than 14 days) the distance selling act applies? As for the engineer appointment, it's only as a result of ADSL24 telling me the wrong date that means it's going to be cancelled. They've cost me a needless day off work, which cost's me more than £100 itself.

Distance Selling rules get a bit complicated if action is expected to be initiated immediately, as it is with broadband supply.

Once your supplier enters into contracts with third parties you are pretty much stuck with it.

In my opinion you stand more chance with simple complaints about unreasonable behaviour by ADSL24. They won't want bad publicity of this kind, that might be avoided or even reversed by letting you out.

In reply to a post by Global_Inferno:

In reply to a post by uno:

You may want to double check that. If you cancel, you may be billed an early or late cancellation fee, which may be the first as you have an engineer appointment, however, the "installation" charge should be refundable as that part is never completed.

Matt

Surely what with it only being about 11 days since I placed the order, (ie. Less than 14 days) the distance selling act applies? As for the engineer appointment, it's only as a result of ADSL24 telling me the wrong date that means it's going to be cancelled. They've cost me a needless day off work, which cost's me more than £100 itself.

Contact Citizens Advice Bureau, or Consumers Advice - in your area, ASAP!

In reply to a post by Global_Inferno:

In reply to a post by griff_90:

In reply to a post by orly:

... nested quotes trimmed ...

Given this information, how did you not go with BT?

Perhaps he didn't like the idea of an 18 month contract.

I didn't go with BT for a few reasons; they force you to have a home hub and pay for delivery of it, even though I don't want one. Ever.

And they have serious throttling of P2P, a strict fair usage policy ("Unlimited" = not), etc.

I'm still undecided about who to try next if I do get this cancellation with ADSL24, BT are still in the running, mostly on price alone. But IDNet seem a good choice and I've heard nothing but good things about AAISP.

You're somewhat misinformed.

Don't have to use the Home Hub. Feel free to buy your own router. You do need the openreach modem though - don't think there's an alternative there unless the new hub integrates it all in one unit this time

Serious throttling - not had that problem. What is it you're using/doing?

Strict usage policy? What? 300GB and then it'll slow you down a bit. But you wanted to go to a provider with a 16 hour a day peak period that restricts you to an average of 1GB per those 16 hours?

Not to mention you wanted to pay more for the privilege.

Get it together man...you know where the deal is

In reply to a post by RobertoS:

Distance Selling rules get a bit complicated if action is expected to be initiated immediately, as it is with broadband supply.

Once your supplier enters into contracts with third parties you are pretty much stuck with it.

In my opinion you stand more chance with simple complaints about unreasonable behaviour by ADSL24. They won't want bad publicity of this kind, that might be avoided or even reversed by letting you out.

Well I have contacted them via a support ticket on their website, I agree that this kind of publicity is the last thing they'll want with a newly launched product, but then if they muck people about like this, they can't really expect much else!

I will see how the ticket raised with them is dealt with first; failing that, it's small claims court, citizens advice bureau, etc.

As for BT, I'm just a bit knarked that they will make me pay shipping for a home hub that I don't want! lol.

well at least it saves you buying an ethernet WAN router, which most ADSL users won't have.

Are you 100% sure that BT have not delayed the install?

There are plenty of current examples of installs having last minute delays due cabinet or exchange issues.

In reply to a post by aquiss:

Are you 100% sure that BT have not delayed the install?

There are plenty of current examples of installs having last minute delays due cabinet or exchange issues.

Nope, it's definitely installed. I have a neighbour who has already had it activated.

And I have a Cable-Router (ie. with a "modem" port and 4 LAN connections) already, from my Virgin Media days at University!

Sorry mate, but I am with ADSL24 and they are very good. So far no need to even think of moving when my contract comes for renewal.

DrT

I'm also with ADSL24 and they are great. That must be pretty fustrating, but it's just some kind of technical IT bug, don't let this ruin your expectations of them.

They are a very good isp and do have great support, maybe if you just talk to them properly I'm sure they can do something about it.

It seems their automated Email system is bugged (had an incorrect email last week), but that is all that is at fault here.

Edited by deleted (Sat 19-Feb-11 20:12:21)

I nearly signed up with them for FTTC last week, glad i didnt go with BT.
For me theres only three offering this service at a reasonable price BT, Fast and ADSL24, big difference with the other offerings well in to the thirties per month.

I was a happy ADSL24 customer up to two years ago until Entanet went sour, now found out they have been bought out. Whether this has affected the superb aftersales service of the past ive no idea. Emails answered within minutes so far but must admit somethings not right some where, cant put my finger on it.

In reply to a post by hareng:

now found out they have been bought out.

Entanet or ADSL24?

Have checked the adsl24 website and they can offer me fibre bb up to 40mb. However, BT Infinity cannot. Is that unusual? BT say my exchange is fibre but not my address.

In reply to a post by Anonymous:

Have checked the adsl24 website and they can offer me fibre bb up to 40mb. However, BT Infinity cannot. Is that unusual? BT say my exchange is fibre but not my address.

Normally means the expected speed is thought to be below 15Mbps, which BT Retail currently are not catering for.

Most other ISPs who are doing FTTC will connect lines from 5Mbps upwards (which is useful for those on very long lines).

As Aquiss says.

What does this checker esimate for FTTC speed?

In reply to a post by aquiss:

Normally means the expected speed is thought to be below 15Mbps, which BT Retail currently are not catering for.

Most other ISPs who are doing FTTC will connect lines from 5Mbps upwards (which is useful for those on very long lines).

I know 5Mbps was coming but haven't seen any reports of anyone moving to it. Openreach are accepting orders then are they, not just saying they are going to? (I assume you have some ).

Hi Roberto,

Yup, I'm aware we have about 25 customers who are sub 8Mbps sync on FTTC, including a couple around 5Mbps mark. In both cases they were previously only able to get 512Kbps at best, so a good solid improvement for them.

I've been taking a bit interest in this end of the scale, just to generally see how we can increase speeds for those more rural or out of reach previously.

Openreach certainly been happy to take our orders

That's brilliant Martin. I'll note it on my FTTC supplier list. Might pick up one prospect within three months !

(Edit - done).

Edited by RobertoS (Sun 20-Feb-11 11:02:16)

In reply to a post by seekdestroy2:

I'm also with ADSL24 and they are great. That must be pretty fustrating, but it's just some kind of technical IT bug, don't let this ruin your expectations of them.

They are a very good isp and do have great support, maybe if you just talk to them properly I'm sure they can do something about it.

It seems their automated Email system is bugged (had an incorrect email last week), but that is all that is at fault here.

They may well be a good ISP once you actually get it up and running, but any company that thinks it's ok to force someone to take a day off and sit around for 5 hours twiddling their thumbs for something they've been promised, only to find that it was all a waste of time. doesn't strike me as particularly good customer service!

Then as an added insult to injury, to be told that I wouldn't be charged for the days between the 18th - 24th, as if it were some kind of compensation, just made my jaw drop.

Then the fact that when I asked to speak to a manager about compensation or cancellation I was told that "there isn't one here". Umm... What kind of company runs a customer services department with no manager in the middle of a working day!?

What kind of company runs a customer services department with no manager in the middle of a working day!?

A small one.

In reply to a post by pcoventry76:

In reply to a post by Global_Inferno:

And I have a Cable-Router (ie. with a "modem" port and 4 LAN connections) already, from my Virgin Media days at University!

That's nice for you. Shame it won't work

Will work fine, BT supply the VDSL modem just as VM supply a cable modem. Works same way.

In reply to a post by Ignitionnet:

In reply to a post by pcoventry76:

In reply to a post by Global_Inferno:

And I have a Cable-Router (ie. with a "modem" port and 4 LAN connections) already, from my Virgin Media days at University!

That's nice for you. Shame it won't work

Will work fine, BT supply the VDSL modem just as VM supply a cable modem. Works same way.

Exactly my thinking. So if pcoventry76 would like to explain his reasoning, I'm all ears!?

BT openreach contract can be cancelled up to the day before date of install
Date supplied (by Openreach) 28th, therefore no problem (no costs to ADSL24 or your)

ADSL24 contracted 14th - irrespective of even Openreach being an earlier date.
They failed that,
a) they broke contract
b) AFAIK failed appointments and under goods and services are liable for your lost pay and time. (to attend at another time - not for the one you did wait in for)

As you still have no installation at the contracted date, no contract exists.

Ignorance on their part, does not change the facts.

I believe there is a charge for cancelling FTTC orders at a certain stage. £25~ rings a bell, but don't have access to that at the moment.

It is on one of the Openreach charge pages.. if someone fancies wasting the best part of an afternoon to find it

Matt

In reply to a post by uno:

I believe there is a charge for cancelling FTTC orders at a certain stage. £25~ rings a bell, but don't have access to that at the moment.

I'd be very interested to know exactly what the charge is, if it's only £25, hell I might even be tempted to pay that to get out of this contract!

In reply to a post by hareng:

I was a happy ADSL24 customer up to two years ago until Entanet went sour, now found out they have been bought out. Whether this has affected the superb aftersales service of the past ive no idea. Emails answered within minutes so far but must admit somethings not right some where, cant put my finger on it.

I left ADSL24 a few years ago to go LLU - got sick of BT.

Their support is not as good as it was, but it is still well above average.

DrT

In reply to a post by aquiss:

Normally means the expected speed is thought to be below 15Mbps, which BT Retail currently are not catering for.

Most other ISPs who are doing FTTC will connect lines from 5Mbps upwards (which is useful for those on very long lines).

Isn't it BT wholesale that is offering the 5Mbps serivce?

I understand that ADSL24 had been bought out. Don't know by whom though.

DrT

I have finally been given a response in one of my support tickets, however all it said was that to discuss the "cease" of my order I need to contact their customer support line. - The same line that told me that to cease the order I needed to raise a ticket via their web interface.

Since replying, I have heard nothing at all. Perhaps they are hoping that if they ignore the problem it'll just simply go away?

We've certainly not been bought out, dont know where you got that from

Well what's this Media whatsit, who are the directors, and why are you neither a director nor a shareholder, when you have always appeared to be the owner?

Was it ever thus?

This is certainly not normal practise no. Looking at this the backend supplier system was updated but not our own internal systems. This meant that no changes where flagged otherwise we would have most definately been in touch. Of course we will do all we can to ensure this doesn't happen but it is a genuine communication mistake and I want to apologise for this. Once an order reaches committed status bt do charge to abort the order which we can do if you still wish. Or we can proceed to have it installed on the new date you were provided with. Not the best situation i appreciate.

I founded the company in 2007 but soon after it got to the stage where I could not manage alone. Therefore the two current directors agreed to take over the business side of things and assign me a manager role to run it on a day to day basis and still be on the frontline. The 24 media group is just an umbrella name for the other companies the directors own from their 20+ years in the media, interactive stuff and gaming market. Its been this way for 3 years Nothing new

To be honest, a genuine communication mistake or not, it's cost me the best part of £125 for a day off that I didn't need to take, this isn't exactly acceptable.

As I mentioned on the phone to your customer service rep, if you would be willing to compensate me for this error, I may re-consider. But as he then responded by saying that he wouldn't charge me for the period of the 18th -> 24th, as if that were some sort of compensation, I was so shocked that it just made me want to cancel the contract ASAP.

Please feel free to contact me via e-mail, PM or phone if you wish to discuss this matter, but I stand by my decision that I would like to cancel.

Just to update everyone, James has now dealt with this issue personally and has offered to cancel my service and issue a refund in full.

Also he has stated that they will be looking into the issue that initially caused the problem; the mix up of dates and will hope to resolve it so that this can't happen again.

All in all, I'm happy with the outcome.

Edited by deleted (Tue 22-Feb-11 09:27:39)

Sounds fine - perfectly normal, especially as most setups need backup finance from somewhere .

Post deleted by DrTeeth

In reply to a post by Adsl24:

I founded the company in 2007 but soon after it got to the stage where I could not manage alone. Therefore the two current directors agreed to take over the business side of things and assign me a manager role to run it on a day to day basis and still be on the frontline. The 24 media group is just an umbrella name for the other companies the directors own from their 20+ years in the media, interactive stuff and gaming market. Its been this way for 3 years Nothing new

Phew, glad to hear it. Many people had remarked that you were no longer at the helm, very glad to hear that you are!

I'd be grateful if you could cast your eye over ticket 24102. It is as if the two arms of tech support cannot liaise with each other .

Regards

DrT