anthonybennett AT hi-velocity.net

Good luck, we had the same problems with them a few years back, eventually they ceased they line... yes THEY ceased the line.

I am surprised they are still in business.

Thanks for the info everyone.

I requested my mac from that email address but still nothing LOL. Wonder what else I can do?!? Don't really want to switch my phone line to cable.

Dan

Write to them and send it recorded delivery... taken from their website.....


Complaint handling process
Describe in relation to public electronic communications services for domestic and small business customers.

If you should have cause to complain about our service, please in the first instance ask to speak to a member of the Hi-Velocity management team. In the event you remain dissatisfied with the solution or explanation offered we request you raise a formal complaint by writing to us, either by email to [email protected] or by writing to:

Customer Care
Hi-Velocity
9 Ilderton Road
London
SE16 3JU

Alternative dispute resolution procedure
Details of alternative dispute resolution arrangements in relation to the provision of public electronic communications services to domestic and small business customers.

If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service.

I'm surprised they are still going, tho according to Anthony's facebook page he is still "GOD" at Hi-Velocity! Yes, he really does say that!! We are facebook "friends" hahaha!

Maybe you should go over Ant's or James (real name Giulio) head and discuss your case with their wholesale supplier Viatel (http://www.viatel.com)... This is how I prompted them to eventually get my MAC.

I was asked to send them a fax (+44 (0) 870 803 1382), I followed it up with a call to confirm receipt, they seem a more reputable supplier (tho it isn't difficult...!)

Best of luck!

Edited by sobernet (Tue 16-Sep-08 00:09:55)

Glad to see I am not the only one with a problem...

I have just written the following email to them:

To whom it may concern:

I have left two answerphone messages on your system after yet another day of failing to find a person to speak to at your company.

I have been trying since May 08 to get you to give me the Mac number I require to move. I have rung more times than I can recall and spoken to someone at least a dozen times in the ensuing period. Every time someone says "oh ye we can get that done by tomorrow " and then nothing. No one ever rings me back. I have been without service since the end of July and I have been told that you will test the line and get back to me, again no call back.

What is particularly galling is that your bills come in regularly. You don't appear to have a problem with that despite the fact that no one ever answers the phone in that department - or anywhere else in your company for that matter. You will remember that my last employer (whom I left in March of this year and with whom you have the contract) was slow in paying the bills. I agreed to pay one personally to allow you time to get my MAC to me. I did say that I only did this on a one off basis as your contract was with Cxxxxxxxxxxx, and it was for you to sort out everything else with them.

Since April, when we had the conversation until now you have given me a sporadic broadband service and non existent customer service. I understand now from Internet forums that I am not alone in this experience and I have already lodged my complaint with OFCOM and will forward a copy of this email to them.

I want my mac address now, today and without further delay. I have no idea why you have cut me off as you never communicate with me voluntarily, but you have no right to do so under the current circumstances. Will you please call me on my mobile as soon as you receive this email on XXXXXXXXXXX.

How the hell you manage to stay in business is beyond me...

Does your login end @xdsluk.uk.net?

Have a chat to www.viatel.com...

yes it does... will do many thanks!

Perhaps they are still in business because they are still being paid for a non-existent service, I hope you are not paying them.

No I am most definitely not paying them...

just spoken to them they dont have my account. He said he couldnt see who was supplying the broadband only that PIPEX/tiscali supplied my calls. He said that they moved me in May to someone else.They suggested that I speak to pipex as they may be able to see who is supplying.I am calling them now - but on tech support in India I think at the moment they dont seem to sure how to do it......

You could try BT Wholesale on 0800 169 0934.
They should be able to tell you whose tag is on your line.