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Fast24 - Non existant customer service

Ever since their forum got hacked, have not heard a peep from this ISP. I log support calls they never get answered. This ISP just want to make money and not offer any customer service. The only time i hear from these guys is when my credit card has a problem, then my inbox gets innundated with e-mails.

At the moment , i am having troubles with the speed of my internet, its crap.
I do believe there is something wrong on thier side.

Also when their upstream provider makes major changes, we dont get any notifications whatsoever. I recall last month i was changed from Datastream to Ipstream, i had downtime on the changeover, heard absolutely nothing, also i had a period of a week waiting for the Ipstream 500 they migrated me to to be bumped up to 1meg.

in the end the upgrade didnt matter as the internet speed i am getting is at times , pretty poor.

im not asking for much, all i want is what i paid for.

I have noticed a couple of other people complaning about these guys, Fast 24 should take complaints like this seriously, You cant make an ISP, take everyones money and then just go to sleep for a few years. If you cant be bothered to reply to support tickets or pick up phone calls, then at least bring the support forum back up.

i have decided now to put up with the problem and am currently sorting out a migration to the isp i work at, i will now get my dsl for free (instead of the outrageous £27.50 1meg) as well as getting some decent technical support.

thank god for that
 
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I left Fast24 a year ago for the same reasons, speed was abysmal and customer support was non existant, seems very little has changed.

People deserve better than Fast24, if you are thinking of joining them, DON'T. You have been warned.
 
Blimey they sound exactly like Central Point - who were bought out by Fast24 recently. A perfect fit if you ask me. :laugh:
 
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No change there then since I left in 2003 :(
 
think the problem is with thier equipment, they have an underlying MTU issue, any packets above 1273 gets fragmented.

There has been something majorly wrong since the start.

C:\Documents and Settings\jon2>ping -l 1273 -f www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.224.35] with 1273 bytes of data:

Packet needs to be fragmented but DF set.
Packet needs to be fragmented but DF set.
Packet needs to be fragmented but DF set.
Packet needs to be fragmented but DF set.

Ping statistics for 212.58.224.35:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

(above mtu =1273 ,gets fragmented)

C:\Documents and Settings\jon2>ping -l 1272 -f www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.224.35] with 1272 bytes of data:

Reply from 212.58.224.35: bytes=1272 time=82ms TTL=251
Reply from 212.58.224.35: bytes=1272 time=77ms TTL=251
Reply from 212.58.224.35: bytes=1272 time=84ms TTL=251
Reply from 212.58.224.35: bytes=1272 time=80ms TTL=251

(above mtu =1272 ,no fragmentation)



also if you run an extended ping to a destination, you get dropped packets...

Pinging dslreports.com [209.123.109.175] with 32 bytes of data

Reply from 209.123.109.175: bytes=32 time=100ms TTL=60
Reply from 209.123.109.175: bytes=32 time=95ms TTL=60
Reply from 209.123.109.175: bytes=32 time=90ms TTL=60
Reply from 209.123.109.175: bytes=32 time=97ms TTL=60
Reply from 209.123.109.175: bytes=32 time=93ms TTL=60
Reply from 209.123.109.175: bytes=32 time=101ms TTL=60
Reply from 209.123.109.175: bytes=32 time=97ms TTL=60
Reply from 209.123.109.175: bytes=32 time=92ms TTL=60
Request timed out.
Reply from 209.123.109.175: bytes=32 time=96ms TTL=60
Reply from 209.123.109.175: bytes=32 time=92ms TTL=60
Reply from 209.123.109.175: bytes=32 time=100ms TTL=60
Reply from 209.123.109.175: bytes=32 time=95ms TTL=60
Reply from 209.123.109.175: bytes=32 time=102ms TTL=60
Reply from 209.123.109.175: bytes=32 time=98ms TTL=60
Reply from 209.123.109.175: bytes=32 time=94ms TTL=60
Reply from 209.123.109.175: bytes=32 time=114ms TTL=60
Reply from 209.123.109.175: bytes=32 time=97ms TTL=60
Reply from 209.123.109.175: bytes=32 time=92ms TTL=60
Reply from 209.123.109.175: bytes=32 time=100ms TTL=60
Reply from 209.123.109.175: bytes=32 time=95ms TTL=60
Reply from 209.123.109.175: bytes=32 time=91ms TTL=60
Reply from 209.123.109.175: bytes=32 time=98ms TTL=60
Reply from 209.123.109.175: bytes=32 time=94ms TTL=60
Reply from 209.123.109.175: bytes=32 time=102ms TTL=60
Reply from 209.123.109.175: bytes=32 time=97ms TTL=60
Reply from 209.123.109.175: bytes=32 time=92ms TTL=60
Reply from 209.123.109.175: bytes=32 time=100ms TTL=60
Reply from 209.123.109.175: bytes=32 time=95ms TTL=60
Reply from 209.123.109.175: bytes=32 time=91ms TTL=60
Reply from 209.123.109.175: bytes=32 time=99ms TTL=60
Request timed out.
Reply from 209.123.109.175: bytes=32 time=106ms TTL=60
Reply from 209.123.109.175: bytes=32 time=89ms TTL=60
Reply from 209.123.109.175: bytes=32 time=96ms TTL=60
Reply from 209.123.109.175: bytes=32 time=91ms TTL=60
Reply from 209.123.109.175: bytes=32 time=98ms TTL=60
Request timed out.
Reply from 209.123.109.175: bytes=32 time=100ms TTL=60
Reply from 209.123.109.175: bytes=32 time=95ms TTL=60
Reply from 209.123.109.175: bytes=32 time=102ms TTL=60
Reply from 209.123.109.175: bytes=32 time=97ms TTL=60
Reply from 209.123.109.175: bytes=32 time=92ms TTL=60
Reply from 209.123.109.175: bytes=32 time=99ms TTL=60
Reply from 209.123.109.175: bytes=32 time=94ms TTL=60
Reply from 209.123.109.175: bytes=32 time=101ms TTL=60
Reply from 209.123.109.175: bytes=32 time=96ms TTL=60
Reply from 209.123.109.175: bytes=32 time=92ms TTL=60
Reply from 209.123.109.175: bytes=32 time=99ms TTL=60
Reply from 209.123.109.175: bytes=32 time=94ms TTL=60
Reply from 209.123.109.175: bytes=32 time=101ms TTL=60
Reply from 209.123.109.175: bytes=32 time=96ms TTL=60
Reply from 209.123.109.175: bytes=32 time=92ms TTL=60
Request timed out.
Reply from 209.123.109.175: bytes=32 time=96ms TTL=60
Reply from 209.123.109.175: bytes=32 time=90ms TTL=60
Reply from 209.123.109.175: bytes=32 time=98ms TTL=60
Reply from 209.123.109.175: bytes=32 time=190ms TTL=60

In any case i dont really care, im just glad to get away from these guys.
 
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I didnt realise Fast24 bought out Centralpoint.

maybe they should spend a bit of money on customer service and upgrades in network infrastructure.
 
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It's over...

I've finally cancelled.

Now just hope they get their hands OFF my line on the agreed date...

Free advice: DO NOT USE FAST24!
 
How did you manage to cancel? i've been trying to phone for weeks but the phone just rings off the hook. They don't reply to their emails either.
 
I did get through to a salesman at a very odd time of the morning...

Note: Salesman.

Anyway - quite happy to help me cancel, but they refused to give me a MAC code, blaming Netservice (who had referred me to them...). Anyway I agreed a termination date, paid up to that date, and confirmed that my line would be cleared...
I confirmed cancellation by e-mail, letter, fax and support ticket. The e-mails bounced... sign of things to come?

Now two days AFTER the agreed termination date,
- I have no "service" over ADSL, cannot browse the web etc.
- I still have ADSL "active" on my line, so no other ISP can take me on
- they've written to say they are going to invoice my credit card
- no support contact available (telephone plays message)
- support tickets not answered
- web site has vanished...

HELP! This is ADS-HELL!
 
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More on FAST24

Just an update about the Fast24 joke service.
After many, many attempted phone calls and emails about poor service I decided to cancel my contract down to their failure to supply a service.
I had already been told that they could not supply a MAC code due to NetServices, (not true).
So emailed them to confirm that I was taking this course of action and backed the email up by sending a recorded delivery letter to their stated address in Mildenhall.
This was returned by Royal Mail marked "GONE AWAY"!!!
Have they gone bust as their web site is no longer available?
If anyone has had similar problems please let me know.
If you are thinking of using this ISP I would not touch them with the preverbial yard stick. THEY ARE COMPLETELY USELESS.
BE WARNED!!!!!!!!!
 
As Fast24 seem to have been taken over by Biscit, who have also taken over my ISP, V21, I seem to be in the same boat as you. Since receiving an email notifying me of the takeover approx. 3 weeks ago, my emails stopped coming through and then 10 days ago my broadband disappeared, and I have not been able to get online since. If you ring the helpline, 9 times out of 10 if you choose the option to speak to an engineer you are put through to an answering machine with the message "You have chosen to leave a message." I had not!

If you email Biscit and mention V21 in the "Subject" box they bounce back. I have sent emails to all of their addresses (by leaving the subject box blank) but have received no replies. Last Friday I was eventually called by a young, foreign-sounding man who hadn't a clue what he was talking about, who could only tell me that he was spending all his time answering complaints from customers. I asked him for my MAC code and he said that MAC codes couldn't be provided for at least 10 days due to "problems with their supplier". BT have advised me that MAC codes can be obtained instantly and that everyone uses the same system to produce them. I asked to be put through to his manager/supervisor, was put on hold and then cut off.

To say I am spitting blood is putting it mildly! Anyone else having V"! / Biscit problems?
 
I havent heard that Biscit have taken over Fast24 they have taken over some of fast4 customers who was with fast4 before a set date.

If you are unable to contact your ISP which you are not due to the phone being disconnected try this solution.

All you have to do is call 0800 169 0934 (Option 1) which is the BT Wholesale Marker removal line that end users can call.
 
you won't get any reply from Fast 24, they unplugged their phones on 28/09/06, they won't answer your emails either. The MD now trades as Only Communications and Mobie Distribution. Giving away "free" mobile phone contracts...it's a scam.!!!! Their office is in Histon, Cambs.
 
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thanks Kits that will be my next port of call after telling fast24 to 1 cancel the contract and 2 we will be going to the bank to cancel any debits going their way and 3. moving away 300ish miles south, the joke of an ISP cannot do anyting about that :P
 
I managed to get hold of the number of their office switchboard.

The guy on the other end of the phone said that Fast24 moved out of the offices last week and that anther company has already moved in!

Sounds very fishy to me, still trying cancel our clients broadband after 2 months...

Have only managed to get hold of someone on support number ONCE, but was not very helpful.

Speaking to ofCom at the moment, to try and fiqure out what is happening.
 
you won't get any reply from Fast 24, they unplugged their phones on 28/09/06, they won't answer your emails either. The MD now trades as Only Communications and Mobie Distribution. Giving away "free" mobile phone contracts...it's a scam.!!!! Their office is in Histon, Cambs.


Only's address on their website was changed recently, it used to be Histon but it is now "494 Midsummer Boulevard Milton Keynes, MK9 2GA" http://www.onlycommunications.com
 
thats in the Milton Keynes shopping center according to my friend who lives there, maybe l should get him to go there and complain face to face.
 
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