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V21 ADSL Migrations Cause Chaos

Posted: 24th Nov, 2004 By: MarkJ
Since the start of this week we've been inundated with complaints from V Two One's (V21) broadband subscribers regarding the ISP's Telefonica migration. The process appears to have caused a raft of problems from connection loss, sometimes for several days, to others being moved when they've chosen NOT TO.

Plans for the migration itself were originally announced during mid-September 2004 (HERE). One reader (Alan) sums it up:

Initially all users were told that they could change to Datastream for a £12 fee and get a better monthly rate of £16.99. If the offer was not taken up then we would stay on IPStream.

Taking the view that 'if its not bust don't fix it' and that I may wish to migrate some day, I decided to stay on IPStream. A few days later and bang I lose my ADSL connection. Enquiries at BT elicit that I have been swapped onto Datastream. V21 say I cannot now have a MAC code to migrate. Their help desk is no help.

There is uproar on the V21 discussion forum with literally hundreds of users suffering problems of no connection, frequent disconnection, Static IP addresses that are no longer static and not a word from the V21 support 'service'.

I have now been disconnected for more than 7 days and have told V21 to close my account. They are cowboys...


Alan's comments echo most of the others we've received, although the following complaint highlights how the migration can prevent customers from easily leaving V21:

They told us on their forum that only those who wanted to migrate to Datastream and paid a fee to get a lower monthly payment, would be moved. I chose to stay on IPstream and pay the higher rate so as to not muck up my migration elsewhere.

They shifted me without warning to Datastream and now tell me I can't migrate to my new IPstream ISP. Since this move, I have also lost around 25% of my down speed and 80% of my up speed on 512Kbps.


We've seen past complaints about poor performance from users on other Telefonica Datastream based providers as well. Hopefully V21 will be able to respond shortly.
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