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UK ISP Vivaciti Customers Hit by Billing Errors After Supplier Change

Tuesday, November 7th, 2017 (10:19 am) - Score 1,280

A number of Vivaciti‘s customers have reported being incorrectly billed by the broadband ISP after their billing switched from being in-house to Entanet (now part of Cityfibre), which related to a change of their wholesale provider (note: phone lines are still with Vivaciti and the RID code is unchanged).

The ISP’s boss, Karl Prust, has confirmed to ISPreview.co.uk that some customers were “incorrectly” hit by a transfer charge (we understand this was around £15), with the blame for that being placed firmly upon Entanet’s shoulders. We have also asked Entanet for a comment.

A Spokesperson for Entanet told ISPreview.co.uk:

“An Entanet representative commented that the wholesaler is actively working with Vivaciti to resolve an issue for a small number of its customers and that Vivaciti can be contacted through its normal channels.”

Karl added that a number of related billing / invoice errors may have also affected the monthly rental charges for a few users, as well as the clarity of information that would normally be provided. “Where a customer has been incorrectly billed a transfer charge this is being credited back to them on the next billing run and all other remaining invoicing errors are being resolved by Enta,” said Karl.

Some of those affected say they have been unable to get a reply from Vivaciti, although the ISP noted that their lines are operating normally and they’ve apparently only received a “handful” of such calls. Separately Vivaciti has taken their forum offline due to a possible malware infection, which we were also able to spot during a test of the reported problem. Hopefully all will be back to normal shortly.

UPDATE 3:10pm

Added a comment from Entanet above.

Leave a Comment
2 Responses
    1. Avatar Rowter says:

      Yeah a customer took them to court and won which is likely the reason they are doing that

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