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ISP Ace Internet & Entanet Dispute Update
By: MarkJ - 28 August, 2007 (8:34 AM)

UPDATE: We shot a quick message off to Entanet's ever helpful COO James Blessing for some clarification. James is unclear where Ace's confusion comes from and notes that the ISP is merely shifting its billing from the "Partner" (Enta bill the partner and they bill the end user) to "End-user" (Enta bill the end user and pay a commission to the reseller) method.

The dispute between ISP Ace Internet and its supplier Entanet (here) appears to be continuing after Enta issued a letter to Ace's customers informing them that Enta would now be handling the ISP's bills:

ENTANET LETTER:

Please be advised that it has been agreed that future charges in respect of your connection will now be invoiced by Entanet International Ltd. As Entanet are the infrastructure provider to Mr S Daniels t/a Ace Internet we can reassure you that you will not see any change to the service that you receive. Please however be aware that the billing for your connection will now be directly with Entanet

The payment methods available are direct debit or continuous credit card authority. Please find attached a direct debit mandate, please fax the completed mandate to (0870) 770 9285 or post it to the address supplied.

If you wish to set up a continuous credit card authority, please call 0870 224 3494 between the hours of 9.00am to 5.00pm Monday to Friday.

Please rest assured that this change will not affect the continuation of your ADSL service as the underlying service to your line will not change. You will however need to contact us by the 15th of September 2007 to avoid interruption to your service.

The letter had been expected since last week when Entanet announced it but appears to have caused some degree of concern among Ace's management:

"Ace Internet continues as before, and until any customer hears otherwise from us, they should treat the letter as unsolicited, and (I only saw a copy of it a few minutes ago myself), I would like to state that, although the letter states it, there was no agreement between us for these letters to be sent out."

Further posts on Thinkbroadband's forum appear to elaborate a little but not much:

"Enta have no authorisation from us to contact our end users directly. I would like to assure all our customers that there is nothing to be concerned about."

No doubt customers will feel that there is something to be concerned about, especially where the ISP appears to be in such open disagreement with its supplier. Sadly Ace’s discussion forum remains offline and there have been no formal press releases on the matter.


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