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Biscit / V21

My previous post outlined the problems I was having trying to leave Biscit. For those of you thinking of joining them or having problems leaving, read on;
1. My first letter asking for my Mac code was dated Oct 26th 2006
2. I tried ringing them 4/5 times a month for 3 months – no luck despite promises
3. Calls to get through take on average 20 minutes
4. All emails (even the address they ask you to use while waiting on the phone) gets an automated response – no human reads them
5. Late in Jan they send me another form to fill in
6. By Feb I felt I knew every name on their sales team
7.5-6 calls in Feb finally got an answer (from Elvin)that they had ceased my line – I didn’t want them to cease my line as this means starting from square one with a broadband provider.
8. I remember from a previous call being given the name of Ben Konyn, a senior tech in the building.
9. I refused to hang up until I spoke to him. My MAC code miraculously appeared. Here is Ben Konyn’s details for anyone else looking for another way in;
bkonyn@biscit.net
Technical Services and Product Development Manager
BISCit Internet
Phone: +44 (0)870 383 0030 (option 9, extension 910)

10.GOOD LUCK..you'll need it.
 
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Thank you very much for those details - been trying to get a MAC code since 2nd January 2007.

Experiencing exactly the same problems - cannot get through to anyone or takes over 45 minutes to get to talk to someone and they promise to phone you back within an hour or two which NEVER happens!

Even cancelled our direct debit with them after speaking to someone in accounts to confirm this was ok, saying we would pay the balance once our MAC code had been received. They agreed this would be fine but now are saying they cannot even start to give a MAC code without the balance paid. They even set up a direct debit to our bank account and took money without our consent - basically stealing!!!

Hopefully those contact details will allow me to actually get hold of someone who can resolve this matter once and for all - roll on Monday when the Customer Service department is open again!
 
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Thank you for that usefull info as there a lot of biscit/ V21 users who have been tearing their hair out with trying to contact them. you are a star.:nod:
 
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In terms of getting a MAC I have reported Biscit/v21 to Ofcom because they don't conform to the new regs. The reason is that the ISP must supply a MAC within 5 days and Biscit clearly state 14 days on their form. Also The ISP must allow at least 2 of the following 3 forms of notification - Phone / email / snail mail . Again Biscit only allow it to be done in writing.

Hopefully Ofcom will take note, however if anyone has any problems gettting a MAC then it may pay to contact them as well.
 
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I sent my resignation from their service by "recoded delivery" to ensure "trust" in their managing my departure. I also did the same with the Termination Confirmation Form they sent out. It was a £1 each time but well worth the price to finally rid myself of Biscit.

Thank you arthurp for the email addy to chase the MAC I've emailed there too! (trying to cover all my bets)

I had been with V21 for over three years, yes, they were never brilliant but never as bad as since Biscit's arrival. Something tells me that Biscit will be busy managing many customer departures in the coming months. My only worry now is which ISP to choose next, it's a minefield out there!
 
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