Re: When choosing your ADSL isp please note my story

On Tue, 12 Apr 2005 10:47, Andy <(E-Mail Removed)> wrote:

On Tue, 12 Apr 2005 10:47:17 +0100, (E-Mail Removed) wrote:

>It runs from the dates 28 January 2005 to date [8 April 2005] ...
>http://www.usenet.bravehost.com/adsl.html
>Hope it never happens to you.

Well, I've never previously heard of 'Willow Internet' but there was clearly
some confusion with you having had a number change. Yes, I've been in some
similar position (I cancelled ADSL from Freeserve in early November 2003,
so I could take up free setup [on Datastream, so migration not an option])
but it wasn't until early in February of 2004 that ADSL was ceased (my last
payment had been in November 2003, fortunately). Unlike you, where Willow
did seem quite co-operative, Freeserve seemed to point blank refuse to be
ready to accept their cancellation had not gone through, until I found a
helpful tech support person who went far enough to sort it for me. At one
stage, Freeserve did give me the number for BT Wholesale and I spoke to them
a couple of times, but they were (because of the handling, with the ISP as
their customer and the 'end user' such as you or I having no rights over
the account) only willing to confirm that ADSL was still running with
no cancellation from Freeserve having been received...

I feel the situation (of the 'end user') having no way to legitimately get
action from BT on the line the 'end user' is paying for, is a mess, but it
generally works OK, and there's quite a lot of sense in the ISP having the
responsibility for contact with BT, as they both need to keep track of the
staus of outstanding orders, changes, faults, etc.

Your frustration is understood, but all I can do is wish you luck ! Peter.



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poster

On Tue, 12 Apr 2005 14:31:25 +0100, poster <us-(E-Mail Removed)>
wrote:
>Well, I've never previously heard of 'Willow Internet' but there was clearly
>some confusion with you having had a number change.

On the subject of number change, for the record, I had been with
Willow over six months [minimum contract term] my phone number was
changed by BT as stated due to unrelated matters, Willow were
informed when that happened. I was with them for a further number of
months, they rang me on my new number [so must have recorded the
change] and some months later when i asked for my line to be cleared,
threw in the "oh we didn't have a record of your new number" red
herring.

> Yes, I've been in some
>similar position (I cancelled ADSL from Freeserve in early November 2003,
>so I could take up free setup [on Datastream, so migration not an option])
>but it wasn't until early in February of 2004 that ADSL was ceased (my last
>payment had been in November 2003, fortunately). Unlike you, where Willow
>did seem quite co-operative

Well Peter, it would depend on how you translate "co-operative"? If
simply replying and blaming it on anyone but themselves is
"co-operative" then yes they were. I would have preferred them to
simply action my request, with urgency [when it became long and drawn
out] with BT, I'd have called that co-operating!

>, Freeserve seemed to point blank refuse to be
>ready to accept their cancellation had not gone through, until I found a
>helpful tech support person who went far enough to sort it for me. At one
>stage, Freeserve did give me the number for BT Wholesale and I spoke to them
>a couple of times, but they were (because of the handling, with the ISP as
>their customer and the 'end user' such as you or I having no rights over
>the account) only willing to confirm that ADSL was still running with
>no cancellation from Freeserve having been received...
>
>I feel the situation (of the 'end user') having no way to legitimately get
>action from BT on the line the 'end user' is paying for, is a mess, but it
>generally works OK, and there's quite a lot of sense in the ISP having the
>responsibility for contact with BT, as they both need to keep track of the
>staus of outstanding orders, changes, faults, etc.

I agree, but feel that the customer of BT should have access to BT for
them to do something if not resolved in say 14 or 21 working days by
the ISP.

>Your frustration is understood, but all I can do is wish you luck ! Peter.

I have my line back now, and am happy with my new ISP, but am still
proceeding with my arbitration claim, which it would appear is more
than can be said for my old ISP [Willow Internet], the latest replies
from ISPA/CISAS are below for your info:

Dear Andy,

Thank you for your e-mail. As per my conversation with you on the
08/04/05, CISAS was advised by The ISPA to take willow internet off
our Website. This is because, they cease to be members of ISPA and
are therefore not members of CISAS.

However, as the dispute arose whilst the company concerned was a
member of ISPA (and therefore a member of CISAS) this means that we
can still proceed with the case whether or not they submit a defence.
I have today sent Rabbit broadband/Willow Internet a letter reminding
them of the adjudication process, issuing them an invoice for our
admin charges with the hope that they would get back to me to advise
on their next course of action. In the event that I do not hear from
the company, I will appoint an adjudicator to determine the case on
the documents so far received from you.

I must advice you however, that the company in question may have gone
under administration and it may be unlikely, that the company involved
would pay any compensation if the adjudicator decided they should
do.However,the service is free to the you therefore, you have nothing
to lose by proceeding.

I hope this clarifies the issue.

Regards

Kiki Korubo
CISAS
__________________________________________________ __________
Note from Andy - you can request compensation of up to 5 thousand
pounds with the CISAS scheme. I requested the refund of 2 months dial
up costs only.
__________________________________________________ __________

Dear Andy

We have asked that Willow Internet remove the link to which you refer.
I can confirm to you that the company Willow Internet is no longer a
member of ISPA and I am currently trying to get in touch with the MD
to ask him to remove all links he has on his site to ispa.

Should you wish to pursue a complaint with Willow Internet you will
likely need to contact Ofcom. Willow Internet might be signed up with
Otelo, the ombudsman independent adjudicator scheme but it is
unlikely. If they belong to no scheme, either Otelo or CISAS, Ofcom
will take action.

Yours sincerely

Samantha Cole
Members' Services Manager
Internet Services Providers' Association (ISPA UK)
__________________________________________________ ____

Note 2 from Andy - now have a look at the Willow Internet website
and see the membership banner [bottom left ukwda] linking to ISPA.

As stated, I'm now with a new ISP, but would not like anyone else to
be in the same fix as I was, but no doubt, they will be until the
rules of the game are changed.


--
Andy