Demon Internet

I've had endless problems with Demon over the last few months, none of which Demon have made any attempt to solve:

(1) April - June 2009
Several months ago, my broadband internet connection ceased working properly, with me being cut off several times a day. On average, I was getting cut off roughly once an hour, but this was very variable. On each occasion, I had to restart my computer in order to restore the connection. Phone calls to Demon's customer services just resulted in endless queuing so I resorted to using their 'Text Chat'. On over 20 occasions I asked for assistance (the same message each time), and didn't receive a single response. I tried this at all times of the day and night, and sometimes waited several hours for a response, but none was forthcoming.

(2) May - June 2009
On six occasions, I left the same message on Demon's 'Feedback' form, requesting that they contact me to sort out my problems. On all six occasions, my request was ignored.

(3) 3rd July 2009
Having selected a new ISP, I tried to phone Demon to cancel my current service, but was again unable to get beyond their queuing system. I then waited until "after hours" and left a message on their answerphone requesting my MAC and giving 30 days notice of cancellation. I clearly and unambiguously stated my name, account number, email address, and phone number, but received no response within 5 working days. This is a clear violation of regulators rules (GC22) stating that "UK ISPs are required to supply customers with a MAC upon request and within five working days free of charge".

(4) 13th July 2009
I now wrote a letter to Demon's cancellations department, again requesting my MAC and giving 30 days notice of cancellation. This was also ignored - a second violation of regulators rules (GC22) stating that "UK ISPs are required to supply customers with a MAC upon request and within five working days free of charge".

(5) 23rd - 24th July
I now sent several emails to "enquiries@demon.net" and "customerservices@demon.net" requesting the immediate delivery of my MAC. This was still not forthcoming, but I did receive an email from Demon (their first response in several months) stating that I could get my MAC by phoning their Cancellations Department, which is exactly where I started on 3rd July! They also claimed to have "no record" of the original cancellation that I left on their answerphone, and that MACs are supplied "within 24 hours on request" - nothing could be further from the truth. I responded to this email by stating if they didn't send me my MAC within 24 hours or if there were any further delays or problems in closing my account, I would register a formal complaint with Ofcom. This again produced no response. I still haven't received my MAC almost a month after first requesting it.