TITAN ADSL - Totally at a loss :( What on earth is going on?

Are these guys even real? I feel like it's a scam?

I can NEVER get through on the phone line and they won't respond to any emails. It even got so bad I wrote a letter (accompanied with copies of my unanswered emails) to the place I'm supposed to pay my bill and another to a head office address I found on the 10th MAY and needless to say I've still not had a response.

They were quick to sign me up, back at the beginning of MARCH, and take my direct debit details. Quick to whip £76 out of my bank, which is on an invoice I received. The only bit of written communication I got. But just saying...Amount due...£76. I have no idea what it's for. My router is set up but not connecting and when I have asked for them to confirm if the internet connection had even been activated - No response.

I've been trying to contact them for 3 months now. I did get one apology email (about 2 lines long) at the end of april saying they were soooo sorry and would refund me but would call me to discuss it "tomorrow" But nothing materialised. Call or money.

I just want the account closed down and my money back. I haven't had broadband access now for 3 months. This has just been crazy!

What am I supposed to do? Has anyone else had problems like this? I only moved from virgin to Titan because of the AMAZING reviews I saw online. Really?!!

Is this a monthly contract? If so request your MAC and move. If (as expected) you don't get your MAC within 5 working days complain to Ofcom.

Amazing reviews? You didn't look here then.

Maybe this linkwill help you
Titan Thread

Or if this is a Vispa-based line - contact Vispa, they should be able to help you.

I have a feeling this is Vispa due to what you mention about the DD.

Matt

I don't think it's Vispa (not exactly sure what that is.) As I mentioned, I never even got as much as a confirmation letter/email of what I'd signed up for, so tbh I don't know.

They mentioned getting me a MAC code along with my refund. (in that one brief email early May) Of course neither came.

What is a MAC code exactly? (I'm kind of clueless these days despite being a massive computer geek in my teens!)

Thanks for the link to the other thread. I figured that I would be able to go down some kind of legal type route (they certainly would) but I didn't know who or how or what to try.

Hmm, just realised they sent me an invoice at the end of April after I cancelled my DD to stop them stealing more money. They haven't invoiced again since. This is the strangest company I have ever dealt with in my life. And the most stressful.

In reply to a post by Girlindespair:

What is a MAC code exactly? (I'm kind of clueless these days despite being a massive computer geek in my teens!)

It is a code that is passed between ISPs by you, so that migration can happen with little to no downtime. It is also often cheaper to do this instead of end service and start again.

Hmm, just realised they sent me an invoice at the end of April after I cancelled my DD to stop them stealing more money. They haven't invoiced again since. This is the strangest company I have ever dealt with in my life. And the most stressful.

Who's name is on the DD instruction?

Matt

In reply to a post by Girlindespair:

What is a MAC code exactly?

It's actually a Mac - Migration Authorisation Code, so another code at the end is superfluous .

I do my best at a full explanation on this page.Titan are well known here for being utterly hopeless at customer support and communication . Sounds like you might have read some planted rave reviews.

Make sure you post in Which Isp? here once you have the Mac, so we can help you avoid a similar mistake next time.

Link to Ofcom re MAC

Ofcom and MAC plus problems when switching ISPs

Thanks for all your help guys. I've written an ultimatum email threatening court action if they don't provide my MAC and refund me, so will let you know if I finally get a response. HOPEFULLY if it gets resolved I'll be sure to write as many appallling reviews everywhere that I can.

It was http://www.reviewcentre.com/products3067.html I used and when I signed up in March there were generally just rave reviews. I had just moved into a really weak broadband area and was advised by the previous owners that they couldn't get anything to work at much better than dial up, so after a lot of reviewTitan looked to be the best bet for speed.

You live and learn.

Thanks again. I'll keep you posted