Ofcom's E7even Problems Statement
Posted: 30th Jan, 2006 By: MarkJ
Customers of ISP E7even have been sending in COMPLAINTS for a couple of weeks now, highlighting a lack of support, slow broadband speeds and random disconnections. It would appear as if Ofcom has also picked up on this and issued a statement:
Ofcom is aware of the various problems experienced by customers of E7even. We are in contact with the company to raise our concerns and to ascertain what the company is doing to resolve them.
E7even has told Ofcom it is restructuring its network. This has unfortunately affected its customers' broadband connections; and this problem has in turn led to a substantial increase in the volume of calls to the company's helplines.
E7even has assured Ofcom that it is working to resolve these problems and that they hope to restore services as soon as possible. The company has also told Ofcom that it has emailed its customers to tell them that they can cancel their contracts without penalty. This e-mail should contain a link enabling customers to request a migration authorisation code (MAC).
All communications providers must have in place a Code of Practice which sets out their complaints process. The E7even Code of Practice can be found on the company's website at https://www.e7broadband.com/cop.html .
E7even is a member of Otelo, the Office of the Telecommunications Ombudsman. If you have followed E7even's complaints process and are not happy with the final outcome - or if your dispute with E7Even has been ongoing for more than 12 weeks - then you may want to consider contacting Otelo. More information about Otelo can be found on their website at http://www.otelo.org.uk .
Unfortunately there's a lack of any clear timescale, although some movement is expected by the end of this week. For now customers can either choose to stick it out or leave the provider.
Ofcom is aware of the various problems experienced by customers of E7even. We are in contact with the company to raise our concerns and to ascertain what the company is doing to resolve them.
E7even has told Ofcom it is restructuring its network. This has unfortunately affected its customers' broadband connections; and this problem has in turn led to a substantial increase in the volume of calls to the company's helplines.
E7even has assured Ofcom that it is working to resolve these problems and that they hope to restore services as soon as possible. The company has also told Ofcom that it has emailed its customers to tell them that they can cancel their contracts without penalty. This e-mail should contain a link enabling customers to request a migration authorisation code (MAC).
All communications providers must have in place a Code of Practice which sets out their complaints process. The E7even Code of Practice can be found on the company's website at https://www.e7broadband.com/cop.html .
E7even is a member of Otelo, the Office of the Telecommunications Ombudsman. If you have followed E7even's complaints process and are not happy with the final outcome - or if your dispute with E7Even has been ongoing for more than 12 weeks - then you may want to consider contacting Otelo. More information about Otelo can be found on their website at http://www.otelo.org.uk .
Unfortunately there's a lack of any clear timescale, although some movement is expected by the end of this week. For now customers can either choose to stick it out or leave the provider.
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