ISP Ombudsmen

[chim_knee]

Hi,

Does anyone know whether ISP's are regulated etc? Would someone like OfCom being interested/relevant with regards to a complaint against one. I am having NO JOY with either phone calls or on-line tickets. I am unable to find out the directors of the company either (just get passed round from department to department - all pleading ignorance... which I'm inclined to believe!!)

Without wishing to contravene Ted's Name and Shame rules - the company in question could have the prefix "Lunar" or maybe "Solar" (if the particular ISP has any bearing on the question).

Thanks in advance,
Phil.

[M@H]

I've had no problems with "solar".co.uk at all ! I do tend to just phone them up when needed mind you.. they've been my ISP for over 3 years

>> Edited by M@H on Thursday 14th April 14:32

[chim_knee]

Yeah - I've been with them about the same time and thought I had no problems.

Following a 70 minute phone call, it turns out, that following a house move 18 months ago, they (unasked) changed the payment method from DD to BACS (not that I know what this is but apparently it means that I have "volunteered" to actively push the payments monthly, rather than them being taken automatically). The result is that no payment has been made for 18 months - so you can imagine the outstanding balance!

What I can't understand is why it's taken them 18 months to get hold of me when they've had my details all the time (they were apparently trying to get hold of me at my last address! Even 3+ "Not known at this address" returned letters didn't alert them!).

I am just being stone-walled at the moment in trying to get a resolution.

Ho-hum... Freedom2Surf it is then...

>> Edited by chim_knee on Thursday 14th April 14:54

>> Edited by chim_knee on Thursday 14th April 14:55

[Plotloss]

From DD to BACS?

They are the same thing...

Ahh,

Did you have a standing order before or do you have one now?

This is what they mean.

A standing order is a regular payment
A direct debit/BACS is a regular collection

>> Edited by Plotloss on Thursday 14th April 14:59

[chim_knee]

Plotloss said:

From DD to BACS? They are the same thing...

Well, y'see that's what I thought. I know that I get paid by BACS... I certainly don't have to do anything about that.

According to "them" though, it means that I have to log in to my Internet banking and pay them every month.

[Plotloss]

So they have taken you off the DD agreement and now expect you to pay single payments every month?

Odd, because its a benefit to them that they have a BACS agreement in place.

Someone somewhere at their end needs a bloody good kicking. This is elementary customer service stuff.

[chim_knee]

Plotloss said:

From DD to BACS? They are the same thing... Ahh, Did you have a standing order before or do you have one now? This is what they mean. A standing order is a regular payment A direct debit/BACS is a regular collection >> Edited by Plotloss on Thursday 14th April 14:59

Always, previously, had the "collection" method.

Maybe BACS means I need a standing order... either way, I wasn't aware of any change.

18 fing months though! What a fing slick finance department that must be!

[M@H]

Clara.net have some good packages at the moment.. from memory thay have a £30 p.a. basic package too !

[Plotloss]

Morons, they mean you need to set up a standing order for the billing amount on the payment date.

Its an arse about face way of doing things and they will be worse off for it.

[chim_knee]

Plotloss said:

This is elementary customer service stuff.