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E7even Problems Continue!

Posted: 31st Mar, 2006 By: MarkJ
It's now been over two months since we first started receiving COMPLAINTS about UK ISP E7even and despite a brief pause last week, the problems don't appear to have gone away.

This week we received a further nine new complaints, which referenced problems from poor/un-contactable customer support to slow speeds, incorrect billing and the usual raft of service connection problems.

We have quoted three of the most recent examples below:

Luckily not badly affected as some others by E7even's evidently mis-handled "Network upgrade" fiasco since Dec 05, but now entirely ****** off. E7even disconnects my service between 6 & 7 pm every evening, and doesn't restore it until 11 pm - midnight.

In common with other complainants in this forum, E7even has yet to respond to ANY of my "Support" (ha!!!) tickets or emails. Also, E7even has not delivered a line speed upgrade I paid for in Nov 05 - promised by mid-Dec - nor refunded despite several requests.


Despite the www.e7broadband.com network status claiming that all is well with the ADSL network, I am still experiencing network dropouts for several hours at a time on a daily basis (generally whenever I imagine that the network is busy).

Over the last three months, I have sent two recorded delivery letters of complaint and no less than 6 emails to technical support and customer services. I have only ever had one reply, by email stating that there were no known problems, I replied with the router logs clearly showing that there was a problem but that message has never been replied to.

I can accept that problems happen and things go wrong but the service I have paid for, in advance has been either completely down or working intermittently and unreliably for over three months and I have been unable to get any form of contact from them, the phone lines are continually engaged and emails / letters are never replied to.

To make matters worse, E7 fully admitted to their breech of contract by way of an apology on the home page in January (when the service was completely down for most people) and stated that they would be offering compensation (how they think people can see that without Internet access is beyond me). Recently, in one of the few periods of uptime, I received an offer of compensation, for two months free subscription.. why would I want two months extra subscription to a service that is still unreliable?


I stuck with E7 through the ‘restructuring’ process and things seemed to be getting better in February. However, this month has been a disaster. I can rarely connect to the service due to the ‘remote host not responding in a timely manner’. Needless to say, I cannot contact their customer support by telephone and there has been no response to my emails.

Paying for a service which I’m not receiving is extremely frustrating.


ISPreview is presently in the process of attempting to contact both Ofcom and Otelo regarding the situation and we hope to report back soon.
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