Gio Internet ISP Explains Key Concerns
Posted: 27th Feb, 2003 By: MarkJ
UK ISP Gio Internet has recently come in for a lot of stick with subscribers complaining about issues such as poor support and missing newsgroup services, among other things.
The service recently issued a statement explaining the support issues, yet failed to answer all of the concerns. Today Gio has kindly given us their response:
1) Nobody seems able to contact support, be it via e-mail, telephone or any other method. Why is this and when will it be resolved?
We have problems with the phone systems, and the has not helped since the launch of ADSL services as we have been un-dated with support and sales queries. We are confident over the coming weeks services should resume back to normality.
2) A newsgroup service is advertised with some of your packages and yet many whom have subscribed are now being told that Gio will not be able to delivery it, why? Why is such a thing being advertised if you're not offering it?
For all unmetered services the newsgroups do work, approx 500 ADSL accounts do not work on the newsgroups, this was when we were using Netservices systems, now that we have control over our own services any new customers should not have any problems, customers whom still have problems, there accounts will be updated to overcome these issues.
3) Is this related to the recent rumour that NeonHippo went into liquidation and while it wasn't supposed to affect services, some of NH's resellers did point the finger at Gio Internet for answers. Can you elaborate on this?
Yes, NeonHippo have gone into liquidation, most of the services at the time were being managed by NeonHippo and we had no control over the systems especially the CISCO's which was the main cause of problems, now that we have taken over this side the service will improve vastly.
Gio Internet cannot be held responsible, as we managed to negotiate the contracts to keep the services going with NTL and BT, otherwise all resellers would have lost there customers, obviously, we could not take the financial responsibility until Gio internet was in a position to collect the subscriptions from users, this only happened end of Jan 2003.
Since Gio Internet did not have details of all the resellers we could not inform them of the changes and keep them informed. All services should be running smoothly now, bar the support since this is something that NTL did not want to continue with once NeonHippo went into liquidation, Gio Internet could not plan a support service overnight for all reseller customers hence the backlog of problems.
Note that the above questions were asked several days before the previous statement was issued. Wed like to thank Gio for being honest and getting back to us.
The service recently issued a statement explaining the support issues, yet failed to answer all of the concerns. Today Gio has kindly given us their response:
1) Nobody seems able to contact support, be it via e-mail, telephone or any other method. Why is this and when will it be resolved?
We have problems with the phone systems, and the has not helped since the launch of ADSL services as we have been un-dated with support and sales queries. We are confident over the coming weeks services should resume back to normality.
2) A newsgroup service is advertised with some of your packages and yet many whom have subscribed are now being told that Gio will not be able to delivery it, why? Why is such a thing being advertised if you're not offering it?
For all unmetered services the newsgroups do work, approx 500 ADSL accounts do not work on the newsgroups, this was when we were using Netservices systems, now that we have control over our own services any new customers should not have any problems, customers whom still have problems, there accounts will be updated to overcome these issues.
3) Is this related to the recent rumour that NeonHippo went into liquidation and while it wasn't supposed to affect services, some of NH's resellers did point the finger at Gio Internet for answers. Can you elaborate on this?
Yes, NeonHippo have gone into liquidation, most of the services at the time were being managed by NeonHippo and we had no control over the systems especially the CISCO's which was the main cause of problems, now that we have taken over this side the service will improve vastly.
Gio Internet cannot be held responsible, as we managed to negotiate the contracts to keep the services going with NTL and BT, otherwise all resellers would have lost there customers, obviously, we could not take the financial responsibility until Gio internet was in a position to collect the subscriptions from users, this only happened end of Jan 2003.
Since Gio Internet did not have details of all the resellers we could not inform them of the changes and keep them informed. All services should be running smoothly now, bar the support since this is something that NTL did not want to continue with once NeonHippo went into liquidation, Gio Internet could not plan a support service overnight for all reseller customers hence the backlog of problems.
Note that the above questions were asked several days before the previous statement was issued. Wed like to thank Gio for being honest and getting back to us.
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