demon refusing refund

~Anyone encountered this type of situation?

Customer has dialup account with demon, wants ADSL, orders ADSL with demon.
Pays up front for the entire 12 months.
Recieves equipment, attempts to install, no joy.
I attempt to install, unable to line sync, check router, unplug phones etc
etc etc etc.
Talk to Demon customer services (contracted out to the punjab), explain
situation, that line will not sync.

After about four phone calls to different representative (they even got me
to phone BT!!!) they decide that BT need to visit.

BT visit, spend a bit of time, unable to get adsl working on the line, the
line had three extensions, and external bell, the BT engineer claims they
have no chance of getting it to work.

The customer has another line (i presume not DACS, as the engineer would
have checked that, surely), and wants to try adsl on that.

Phones Demon up, who refuse to cancel the 12 month contract or refund the
connection fee.

Has anyone else come across a company refusing to refund when ADSL is not
working?

Inredibly poor customer service.

Gaz




Gaz

"Gaz" <(E-Mail Removed)> wrote in message
news:4295d438$0$543$(E-Mail Removed)...
> ~Anyone encountered this type of situation?
>
> Customer has dialup account with demon, wants ADSL, orders ADSL with
> demon.
> Pays up front for the entire 12 months.
> Recieves equipment, attempts to install, no joy.
> I attempt to install, unable to line sync, check router, unplug phones etc
> etc etc etc.
> Talk to Demon customer services (contracted out to the punjab), explain
> situation, that line will not sync.
>
> After about four phone calls to different representative (they even got me
> to phone BT!!!) they decide that BT need to visit.
>
> BT visit, spend a bit of time, unable to get adsl working on the line, the
> line had three extensions, and external bell, the BT engineer claims they
> have no chance of getting it to work.
>
> The customer has another line (i presume not DACS, as the engineer would
> have checked that, surely), and wants to try adsl on that.
>
> Phones Demon up, who refuse to cancel the 12 month contract or refund the
> connection fee.
>
> Has anyone else come across a company refusing to refund when ADSL is not
> working?
>
> Inredibly poor customer service.
>
> Gaz
>
First of all, was there any reason why the BT engineer said that it will not
work with the extensions/external bell? That amount of extension/bell
shouldn't cause a problem with the ADSL provision.

"ABC" <(E-Mail Removed)> wrote in message
news:d74m8q$pr2$(E-Mail Removed)...
>
> "Gaz" <(E-Mail Removed)> wrote in message
> news:4295d438$0$543$(E-Mail Removed)...
>> ~Anyone encountered this type of situation?
>>
>> Customer has dialup account with demon, wants ADSL, orders ADSL with
>> demon.
>> Pays up front for the entire 12 months.
>> Recieves equipment, attempts to install, no joy.
>> I attempt to install, unable to line sync, check router, unplug phones
>> etc etc etc etc.
>> Talk to Demon customer services (contracted out to the punjab), explain
>> situation, that line will not sync.
>>
>> After about four phone calls to different representative (they even got
>> me to phone BT!!!) they decide that BT need to visit.
>>
>> BT visit, spend a bit of time, unable to get adsl working on the line,
>> the line had three extensions, and external bell, the BT engineer claims
>> they have no chance of getting it to work.
>>
>> The customer has another line (i presume not DACS, as the engineer would
>> have checked that, surely), and wants to try adsl on that.
>>
>> Phones Demon up, who refuse to cancel the 12 month contract or refund the
>> connection fee.
>>
>> Has anyone else come across a company refusing to refund when ADSL is not
>> working?
>>
>> Inredibly poor customer service.
>>
>> Gaz
>>
> First of all, was there any reason why the BT engineer said that it will
> not work with the extensions/external bell? That amount of extension/bell
> shouldn't cause a problem with the ADSL provision.

The property is really on the edge according to autoroute the distance is
about 8 miles to the exchange, the crow flies will be different.

I am getting the information from the engineer second hand, but he said that
there was no way that he could get it to work, one would presume he tried
everything, the issue about three extensions and a external bell, i would
have thought was moot if the engineer was going to fit a filter on the
master socket.

BT though, clearly said that adsl was not possible on that line. In these
circumstances, why would Demon behave this way?
Gaz

On Thu, 26 May 2005 15:25:30 +0100, "ABC"
<(E-Mail Removed)> wrote:

>First of all, was there any reason why the BT engineer said that it will not
>work with the extensions/external bell? That amount of extension/bell
>shouldn't cause a problem with the ADSL provision.

equally they are supposed to disconnect all that crap to see if there
is a useable signal on the bare line.

if the eng thought the other line was better he could swap it over at
both ends to use the different pair for ADSL.

seems a bit half baked to me

Phil

On Thu, 26 May 2005 14:50:39 +0100, "Gaz" <(E-Mail Removed)> wrote:

>Pays up front for the entire 12 months.

really ?

Phil

"Gaz" <(E-Mail Removed)> wrote in message
news:4295e0f2$0$533$(E-Mail Removed)...
>
> "ABC" <(E-Mail Removed)> wrote in message
> news:d74m8q$pr2$(E-Mail Removed)...
>>
>> "Gaz" <(E-Mail Removed)> wrote in message
>> news:4295d438$0$543$(E-Mail Removed)...
>>> ~Anyone encountered this type of situation?
>>>
>>> Customer has dialup account with demon, wants ADSL, orders ADSL with
>>> demon.
>>> Pays up front for the entire 12 months.
>>> Recieves equipment, attempts to install, no joy.
>>> I attempt to install, unable to line sync, check router, unplug phones
>>> etc etc etc etc.
>>> Talk to Demon customer services (contracted out to the punjab), explain
>>> situation, that line will not sync.
>>>
>>> After about four phone calls to different representative (they even got
>>> me to phone BT!!!) they decide that BT need to visit.
>>>
>>> BT visit, spend a bit of time, unable to get adsl working on the line,
>>> the line had three extensions, and external bell, the BT engineer claims
>>> they have no chance of getting it to work.
>>>
>>> The customer has another line (i presume not DACS, as the engineer would
>>> have checked that, surely), and wants to try adsl on that.
>>>
>>> Phones Demon up, who refuse to cancel the 12 month contract or refund
>>> the connection fee.
>>>
>>> Has anyone else come across a company refusing to refund when ADSL is
>>> not working?
>>>
>>> Inredibly poor customer service.
>>>
>>> Gaz
>>>
>> First of all, was there any reason why the BT engineer said that it will
>> not work with the extensions/external bell? That amount of extension/bell
>> shouldn't cause a problem with the ADSL provision.
>
> The property is really on the edge according to autoroute the distance is
> about 8 miles to the exchange, the crow flies will be different.
>
> I am getting the information from the engineer second hand, but he said
> that there was no way that he could get it to work, one would presume he
> tried everything, the issue about three extensions and a external bell, i
> would have thought was moot if the engineer was going to fit a filter on
> the master socket.
>
> BT though, clearly said that adsl was not possible on that line. In these
> circumstances, why would Demon behave this way?
> Gaz
>
I would have thought that before Demon had activated the line, they would
have aquired the test results from BT regarding SNR and line quality.

"Phil Thompson" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> On Thu, 26 May 2005 14:50:39 +0100, "Gaz" <(E-Mail Removed)> wrote:
>
>>Pays up front for the entire 12 months.
>
> really ?
>
> Phil

Yep, they are that kind of people. Paid for the lot, for a service not very
competitive, and charging an installation charge. Some people are just like
that.

Gaz

On Thu, 26 May 2005 16:50:12 +0100, "Gaz" <(E-Mail Removed)> wrote:

>Yep, they are that kind of people. Paid for the lot, for a service not very
>competitive, and charging an installation charge. Some people are just like
>that.

I happen to have a Demon ADSL line, currently they offer a free modem
and connection and you pay monthly (although its a 12 month contract).

So there is a disconnect between what you say and (my experience and
the Demon web site).

demon.service might be more useful to you, the powers that be monitor
it. But refresh your understanding of the facts or you'll get eaten in
there.

Phil

ABC wrote:
> "Gaz" <(E-Mail Removed)> wrote in message
> news:4295d438$0$543$(E-Mail Removed)...
>> ~Anyone encountered this type of situation?
>>
>> Customer has dialup account with demon, wants ADSL, orders ADSL with
>> demon.
>> Pays up front for the entire 12 months.
>> Recieves equipment, attempts to install, no joy.
>> I attempt to install, unable to line sync, check router, unplug
>> phones etc etc etc etc.
>> Talk to Demon customer services (contracted out to the punjab),
>> explain situation, that line will not sync.
>>
>> After about four phone calls to different representative (they even
>> got me to phone BT!!!) they decide that BT need to visit.
>>
>> BT visit, spend a bit of time, unable to get adsl working on the
>> line, the line had three extensions, and external bell, the BT
>> engineer claims they have no chance of getting it to work.
>>
>> The customer has another line (i presume not DACS, as the engineer
>> would have checked that, surely), and wants to try adsl on that.
>>
>> Phones Demon up, who refuse to cancel the 12 month contract or
>> refund the connection fee.
>>
>> Has anyone else come across a company refusing to refund when ADSL
>> is not working?
>>
>> Inredibly poor customer service.
>>
>> Gaz
>>
> First of all, was there any reason why the BT engineer said that it
> will not work with the extensions/external bell? That amount of
> extension/bell shouldn't cause a problem with the ADSL provision.

Actually an external bell is not compatable with ADSL in any shape or form
(unfiltered feed) unless of course a SSFP is fitted.....

As for the extensions, it will depend on how they are wired as to whether
they will allow ADSL to work or not (here again possibly cured by the
fitting of a SSFP)

On 26 May 2005 17:17, Phil Thompson wrote:

>On Thu, 26 May 2005 16:50:12 +0100, "Gaz" <(E-Mail Removed)> wrote:
>
>>Yep, they are that kind of people. Paid for the lot, for a service not very
>>competitive, and charging an installation charge. Some people are just like
>>that.
>
>I happen to have a Demon ADSL line, currently they offer a free modem
>and connection and you pay monthly (although its a 12 month contract).
>
>So there is a disconnect between what you say and (my experience and
>the Demon web site).

I suspect the contact Gaz has went about it a different way to you and
for all I know one might be able to pay 'up front' by cheque if credit
or debit cards are something they choose not to use at all (they would
hardly be alone - every now and then someone asks about paying for the
service with a cheque, or quarterly or annually)... Peter M.


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