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Broadband ISP Zetnet UK Leaves Customers Without Email for Several Weeks

Posted: 15th Jul, 2009 By: MarkJ
Customers of the small UK ISP Zetnet, which was acquired by Breathe Networks Limited (BNL) almost exactly one year ago (news), have - according to the mass of reports on our forum (here) - been left without fully functional email access for up to around two weeks; among other problems.

One of many disgruntled customers commented:

I have been with zetnet for years, but the way they have treated their customers the last few weeks is shocking. Like others, mails to my hosted web site were bounced back for several days, my web site was offline for a time and ftp access was down.

All emails are ignored and customer support seem impossible to get by phone, plus it is now 10p per minute. It seems the UK regulators are totally useless as I have found with them before.

Martin

Another frustrated user adds:

Well I have bitten the bullet and moved from Zetnet - 2 weeks on and I still can't send emails. I have been with Zetnet for 14 years and I absolutely hate moving from them. I am also suddenly getting an incredible amount of spam, I know Zetnet's spam filters were never great but Breathe's must be worse!

Yet another of many said:

I had a letter this morning (dated 1 July posted 1st class) informing me that my flat-rate dial-up package had been migrated, and giving instructions on how to activate it. But I haven't got a flat-rate dial-up package, having cancelled it when I was forced to go broadband with someone else when Zet couldn't provide it due to takeover complications awhile ago.

I have been with Zet for years, mainly because of the fantastic, courteous, personal, responsive service provided by Saul and the Pauls, who were always there for us through thick and thin. Details of my current difficulties are boringly similar to everyone else's: nothing routed from my Zet-hosted domain for 3 wks; stacks of mail lost probably forever in the ether (aka "permanent, fatal"); countless opportunities lost; probably equally countless people assuming I am bust or dead...

Whatever they may claim, Breathe is responsible for this mess.

To make matters worse Zetnet has also begun shifting broadband users on to a new platform, which requires changes to the broadband connection details, adding extra confusion. Luckily most of the settings are standard for the UK, thus users will merely need to change the username and password details on their router or ADSL connection profiles.

Zetnet Migration Letter

In order to improve our existing ADSL services we are currently in the process of moving customers from one network backbone to another: the new ADSL network we have put in place will allow us to offer additional products and services to our customers going forward.

This letter is therefore to inform you of a change that you will need to make to your connection settings on your ADSL modem or router, when this network change occurs. We expect this to be at some point (most likely during the early morning) on the 14th July. This applies to your internet connection on the number XXXXXXXXXXX.

The majority of your ADSL connection settings do not need to change - however the username you must enter to both connect to the internet with and access your secure members area from will shortly be changing. To confirm, your ADSL connection settings will need to be the following from 14th July:
USERNAME XXXXXXXX@surfmax
PASSWORD XXXXXXXX
CONNECTION PROTOCOL PPPoA (Point to Point over ATM)
ENCAPSULATION VCMux
VPI 0
VCI 38
Please note that it is only the ADSL and members area username that is changing here: there are no changes being made to any other access details for your account, including email account settings which remain the same. Since this is a new network however, your fixed IP address will unfortunately be changing - we will however confirm to you via email your new IP address closer to this order completion date. Do not change your login details until you lose service on the 14th July since you may lose the ability to connect until the network changeover occurs.

If you have any further queries or questions about your account, you can contact Customer Services on 0871 424 0156 (charged at national rates ad available Monday through Friday 8am to 7pm). You can also access your secure members area and using the 'Contact' function there by visiting:

https://secure.breathebilling.com/cust_myacc/files/maLogin.asp?a_code=zetnet

Kind Regards,

Zetnet Customer Serices

It's understood that customers are being migrated across in batches, thus the emails and or letters will only be sent to users when their upgrade date has been set. The network platform change has also had the knock-on effect of allegedly preventing Zetnet from issuing broadband migration codes (MACs) to those that have request them, an issue that appears to have Ofcom unwilling to intervene.

ISPreview has attempted to contact Zetnet for comment, though to date we have received no reply to our mails. Mind you we've had similar difficulties getting any comment out of Breathe connected ISPs in the past too.
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