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Euro1Net Broadband Status Update
By: MarkJ - 25 August, 2006 (12:28 PM)

Not much has been said since the original news broke (here) a few days ago, although we have gathered a few new nuggets of information. Firstly the ISP hopes to contact all affected users with regards to refunds.

On top of that Ofcom has now issued a statement declaring that it has begun an investigation into the matter, which given the regulators history, could take ages and be of no help to customers. The full statement reads:

Current internet options available to former Euro1Net customers

If you wait until Tuesday 5th September, you should be able to re-order a broadband service with a provider of your choice.
If you want to order a dial-up internet service with a provider of your choice, you can do so now. If you plan to transfer from dial up to a broadband service later, you should check the costs and conditions (such as the length of the contract) of this with the provider before you order the dial-up service.
A note on refunds

We realise that many customers will wish to claim a refund from Euro1Net. Ofcom understands Euro1Net may not be a member of an alternative dispute resolution scheme - Ofcom is seeking to confirm this and will consider any further action as necessary. Ofcom is not in a position to confirm whether Euro1Net will issue refunds. It would be advisable to save any information you have that sets out the details of your contract and the payments you have made.

If you paid by credit card, you may have a claim against your credit card company if you paid more than £100. Consumer advice organisations, such as Consumer Direct (http://www.consumerdirect.gov.uk/), may be able to provide more information.

A note on Migration Authorisation Codes (MACS)

Ofcom does not have the powers at present to require wholesale broadband providers to supply a MAC, which would enable you to transfer providers without cancelling your existing service and having to wait several days before you can place an order with a new broadband provider. However, we are currently reviewing this situation as part of our Broadband Migrations Review consultation (please see next section).

Ofcom’s powers

Ofcom is closely monitoring developments and gathering evidence. A link to our consumer monitoring form is attached below, for consumers to inform us of their experiences. We are also in the process of reviewing our powers in this area, through our Broadband Migrations Review consultation, which closes on 5th October.

We fully appreciate how difficult this situation is for Euro1Net customers. We will continue to do all we can to ensure that customers are able to access new broadband services as soon as possible.


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