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Biscit Supplier (EurISP) Issues Statement

Posted: 15th Mar, 2007 By: MarkJ
One of Biscit's broadband suppliers, EurISP, has issued a statement (here) clarifying their position and what they are doing to help keep connections active. Unfortunately the following information only applies to users that have a MAXSURF login:

EurISP would be happy to take calls from BISCit/V21 customers that take service indirectly via ourselves (MAXSURF). These customers would only be ex-V21 and not any of the c6000 affected customers that took service directly from BISCit Internet.

EurISP can only take calls regarding connection problems and perform line tests etc, i.e. as you state, emergency cover.

We cannot discuss any billing or contractual issues with customers. Additionally, at this present moment in time, EurISP is not in any position to issue Mac Codes to ex-V21 users.

We are currently reviewing the situation and are talking with a number of partners that may be in a position to service the requirements of these ex-V21 users.

Until a decision has been made, EurISP will continue to provide Internet Services, at its own cost, to these affected ex-V21 customers.

V21 Customers should contact us on 0871 220 1233, however, please bear with us as calls may be unanswered or delayed as EurISP is predominantly a wholesaler and not geared up with a large call center.

Credit must be given to EurISP for keeping connections active, although many customers will no doubt be angered by their inability to supply migration codes (MAC's). Under Ofcom's rules (General Condition 22) the wholesaler can issue a MAC, although this area is still somewhat grey.

EurISP would have to prove that issuing a migration code could incur it significant costs, otherwise they could be in breach of Ofcom's rules. Unfortunately, after several months of waiting, the regulator has still failed to resolve the related problem area:

1.24 In particular, Ofcom will work with the industry to design an appropriate process for the provision of MACs by an alternative source if the customer’s broadband service provider fails, or refuses, to provide them. Ofcom does not at this stage have a view about what such a process would look like, and considers that there may be a number of possible alternatives. Ofcom plans to discuss plans for appropriate co-regulatory arrangements with the industry in early 2007.

The new migration code rules may well have made it easier for customers to move between many ordinary ISP’s, yet ironically remnants of the dispute (NetServices/Biscit) that it was originally brought in to resolve remain problematic.
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