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Firenet problems

Hi I have not been able to connect to Firenet since 15/12/2007 The whole saga is littered with excuses but after visits from a BT engineer & a BB consultant the bottom line was it was a BT problem & I had to wait for a 'lift&shift' - although one had been done 2 Fridays ago!!

Anyway - to cut a long story short I was able to connect today after changing the info in my router back to the original settings - and it worked....

Firenet got me to change my log-in details to *****@ispbox as that was what they were now called. Anyway, as a disabled person who relied on the net for everything and was getting increasingly dispirited I changed that today to ****@firenet .... It worked!

Just what the hell are FN up to?
 
Thought ispbox was their wholesale side and firenet their own ISP. Strange they should ask you to change since almost sure the ispbox logins where more like @ispnamehere.ispbox
 
Thanx kits, but as I cannot trust what they say I am jumping ship and should have a new ISP by Wed!! :)
 
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Thought ispbox was their wholesale side and firenet their own ISP. Strange they should ask you to change since almost sure the ispbox logins where more like @ispnamehere.ispbox

Firenet have just lifted and shifted all their customers to 186K/ex Netservices / Tiscali LLU etc... Don't ask me how I know but if I said they were shifting all their servers into 186 this weekend too, that might help explain a little. Pm me if you want more....
 
hosting 2 servers

I am chairman of the oneparentfamily group we use Firenet to host 2 servers for us -
and have done for 8 years.
In the early years I rang Alan Castle up at home and emailed him personally......lol

Then in 2008 the 2 servers moved to different IP servers-
downtime was not good - then they moved servers again-
now just this week we have moved servers again to
(and we have been told this)
the UK mainland office of Firenet in Leeds.

After 8 years it would be nice to be kept informed, I think,
and put my mind at rest for the future of the oneparentfamily group of websites.
www.oneparentfamily.com

Still, let's look on the bright side -
I can now visit the Firenet Office in person.
It's only an hours drive away!
 
Hello Gareth

Just to confirm, to save on costs, we have bought racks with 186k in Leeds, to whom we had won a contract with to support our customers.

The HQ is still based here in Northern Ireland and my support staff are also here in Northern Ireland, nothing has changed.

I do wish you to know my email is still (email removed) and you are welcome to email me any time you have issues. Calling me at the house can normally be ok still however it got abused after a while thus having it stopped :(

I am happy to send you my business mobile number via email should you need it in emergencies.

The company have made a U turn in its progress in customer support and can quite happily announce the services you speak off are coming back into operation.

So unless the PeteK knows my company better than myself which i doubt, the support remains the same with the guys that you know so well.

Alan Castle
MD Firenet Internet
A Part of the Castle Group of companies.
 
Last edited by a moderator:
Firenet have just lifted and shifted all their customers to 186K/ex Netservices / Tiscali LLU etc... Don't ask me how I know but if I said they were shifting all their servers into 186 this weekend too, that might help explain a little. Pm me if you want more....

Your Based in Leeds Petek, i cannot understand what you think you know? i have shared nothing with you on my rollout on the new customer service standards?
 
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Hi Alan,

Did you want me to edit out your e-mail address above so that you can PM it to the member; we generally remove private addresses because spam bots often trawl public forums and pickup on such things.
 
:mad:
Well whatever they have been up to FN let me down badly as I was unable to get a connection from 16/12/2007 until 4 weeks later, despite calling them several times a day-every day! I won't go into detail as it's long long saga!

It was a total fiasco and after 7 years of good service I was totally disappointed & angry. :hrmph:
 
Hi Cyfrin,

You and i both know that it wasnt Firenets fault, the move did create this problem but when we mac'd you to another provider, the bad service began.

I cant tell you how much we are sorry about that, and we had tried lots of times to resolve, however BT just couldnt give us an answer, and the suppliers were baffled also.

We cannot apologise, and i understand that our lads have offered you compensation due to this issue, i am aware you took advantage of this.

I am just sorry it happened, you were the only one who was affected like this, and it felt there was nothing we could do until BT sorted it out.
 
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When I was 'mac'd' to another provider it was months before the bad service began - at YOUR request. November I believe..... I did not ask for the code until I had been offline for 3 weeks! I was offered a static IP & an upgrade but was unable to use it as I was OFFLINE!! :mad:

How come on week 3 day 6 that I changed the Linksys details back to ***@firenet rather than the *****@ispbox (as I was instructed to do early on during the problem) the line suddenly connected?

My connection to FN may have been live until recently but if you check it has not been used until I got connected to a new provider (about 10 days)& the mac code I requested after 3 weeks of no connection has not been used!

Furthermore you (fraudulently) used my son's credit card on Feb 9th to take a payment:eek: A card that was NOT listed on my account, and only used once last year to pay a bill by phone.:mad: I have insisted that this payment be returned ASAP.

You are quick to respond here, in public view, but you have not had the courtesy to respond to any of my emails or letters :mad:

My 8 years with FN were good and problem free but you have lost my custom as I am disabled, the 'net is my lifeline and cannot risk this happeneing again when you next decide to upgrade or change your servers.

You blame BT - but at no time were BT to blame at my end. Everything was thoroughly checked, including a 'lift&shift' at the exchange. The problem may have been 'tween FN & BT but that was NOT my problem.

You well know that I was unable to connect via webacam to family & friends over Christmas, lost the ability to finish my Christmas shopping online, made dozens & dozens of phone calls to FN & others to try and get a connection, called out a broadband consultant to try & sort this out & my son (who has ME) had no way of contacting friends other than by mobile phone - and you think an unused static IP address and upgrade qualifies as compensation?? :mad:

I expect a response from you - not here but by post. You may find that if you do not then OFCOM & the fraud squad may have to be informed of all this. I have all the required emails, logs of phone calls etc etc so please do not expect me to go away quietly whilst you satisfy your conscience with replies to this thread that are not entirely true!:hrmph:
 
Firenet no more

I too had been a customer with Firenet for approx seven years, but I have now changed to TalkTalk. The reason was due to the high bills I was paying. In recent months I have been exceeding my meagre 2GB download limit and occurred extra fees of between £15- 30. For slightly less than the basic connection fee I was already paying I was able to move to TalkTalk with a 40GB limit. I never come close to this limit and so only pay the basic charge; not to mention much reduced telephone bills. Firenet could not compete with this so I had to switch. That’s when the problems began. I have had to stick with Firenet's high bills for at least another two months as they continuously failed to provide the mac code despite telephone calls and emails (further research seems I am not alone in experiencing this problem). I eventually switched to TalkTalk in Jan 18th and have been billed again this month (apparently this is contractual within the last 35 days of cancellation despite having not used the service). I phoned Firenet to query this and was told that there was "no record of me having left Firenet", I have also been told that they do not keep any records regarding telephone enquiries. So if you phone in for help and it is not resolved then and there, no one will know there was a problem in the first place! Now it seems the managers are too busy to talk to me regarding the termination of my contract - been trying for the last two and a half hours to speak with someone who can put an end to my dealings with Firenet once and for all.
 
They had no record of my 'cancellation' either!! I have still not had any response - waiting patiently!!
 
Hello Cyfrin


thanks for your response, please once again allow me to apologise over your issues, i have contacted john to see if we can do anything, i am unaware of these emails you have sent us, support do not seem to have them either.

I am concerned about these emails, as we dont seem to lose them with anyone else, but are only concerned is resolving your issue, and would waste your valuable time in progressing this complaint you have.

I am going to pass your details onto John, and would ask that whilst you have our attention, you try to remain calm and polite in your responses, as we do not enjoy being attacked whilst trying to help, it makes progress hard.

John, who is the call centre manager will most likely be able to call you to resolve your issues, and we hope that something can be sorted soon.

Alan
 
Ian T, if this is causing you concern, or you have not got this resolved please can you give me your old username so that i ensure this is resolved for you

thanks

alan
 
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:shrug:

Isn't it just incredible that a few posts here get a response?!!

Alan - I have been calm & quiet since 16/12/2008 and you can expect the same to continue. During my disconnect time I was reduced to tears on the phone on many occasions, but never lashed out.(Just ask Keith/John/Simon etc)

I do hope my problem with FN is not resolved here ~ I still expect to be contacted by post.

Jon-Paul did phone me earlier but I was not well enough to engage in a detailed conversation, but he assures me that the Feb payment will be credited to my son's account soon. Thank you for that.

I have no idea why my emails have gone missing, but I hope you received the letter which also contained copies of my BT phone bill, showing just how many calls were made to you (& mobiles) whilst I was offline.
 
BTW - I do not think that any of my responses here can be called 'an attack' All I have stated is fact!
 
thanks for your response dot, i hope you are satisfied with the outcome thus far, and can confirm your 1 month was credited and your account cancelled, and saying that i can confirm we attempted after to find the emails you sent us.

But unfortunately we found nothing, we just hope that in the future we get you back sometime, we would offer you a deal that may help, but if you are interested in remaining loyal after all the nonsense please advise and we will help you to the best of our ability with a new package.

Alan
 
I do hope my problem with FN is not resolved here ~ I still expect to be contacted by post.

You need to address the letter I sent you, with copies of my BT 'phone bill!! Please do not try to redress the balance in this forum rather than replying to my letter:eek:
 
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