Ever since UK ISP Biscit acquired rival provider V Two One (news
) the complaints have been coming in thick and fast. Biscit's promises aside, one month has now passed and many customers are yet to see a clear improvement.
We've summarised a few of the most recent complaints below:
I have now spent over 24 hours trying to get through to their support line.. all I get are endless assurances that my call is valuable, and invitations to leave e message. These are never answered.
Email to my domain (which Biscit host) is all getting bounced, and no-one can help me. They have always been very helpful (and contactable) in the past, I guess they have been overwhelmed by their new acquisition. Mine is a long-standing Biscit (not V21
) account, though... which they are going to lose quickly if they don't sharpen up.From - Richard
Biscit took over V Two One claiming to be customer centric. It is impossible to contact them using any of the advertised methods. Their email service has been down more than it has been up, especially V21mail.co.uk servers. They do not update service status information so there is no way of finding out what is happening. All in all, the service is getting steadily worse by the day.
From - Peter
I have phoned v21 every week day from the 19th October to ask about double payments and email detail. Every day they take my name and number but never reply. The operator only takes messages and cannot direct you to any department, as they are only a answering service. No refund for a double payment has been made or any explanation.
I did receive one result, I explained that I was unhappy at the lack of response to all of my calls and stated that i felt like cancelling my contract. Low and behold they could deal with this matter immediately but there would be a charge.
I have not cancelled I will wait until the end of my contract and shop around.
From - Joan
I have had loads of problems since the beginning of October such as not being able to send or receive e-mails and no internet connection for nearly two weeks. On 19 October, when my broadband subscription of £16.99 was due, three payments of £16.99 were taken out of my account by direct debit. After several telephone calls I was told that the overpayment would be reimbursed on 30 October, but this was not done and they do not return my calls, so my bank are now taking it up with them.
I have tried to get a migration code from them, but I have not been able to speak to anyone about this. They do not return calls if I leave a message and e-mails sent to them on the v21 members portal are returned 'no mailbox here by that name'.
From - Kathleen
Problems with customer support, billing and connections are the general crux of most complaints. Far from seeing the situation improve, things instead appear to be getting worse.
It's understood that some of those attempting to leave have also been unable to get a migration code (MAC) due to an old unspecified dispute between V21
and one of its suppliers, which Biscit inherited with the takeover.
Some customers, so angered by the problems, have even attempted to visit the ISP’s public business address only to find a small ‘Comfort Homes
’ store. Concern is growing and Biscit will need to remedy the situation soon or it risks becoming the next ‘E7even’ or ‘Gio Internet’ of UK ISP’s (failures).