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Is Fast4 worst provider ?

This is my experience of using the Fast 4 Internet service.

www.fast4.net

Fast4.net offer flat rate internet access. They advertise it as unlimited internet access but it is anything but. They go beyond the usual claims such as "anytime access" that so many other ISPs use and go as far as saying "Unlike our competitors we won't restrict your internet access."

Fast4's website states the following:

"Unlike our competitors we won't restrict your internet time on either platform." (either platform meaning Dialup or Broadband)

"You are entitled to access the Internet for a period of no more than 168 hours per week" (That works out as 24x7)

"*Unlimited means no weekly time restrictions"

These claims are all untrue and here is why...

I signed up on 8th April 2005 and was happy with the service. However on 17th April 2005, only nine days later I stopped being able to connect. The service is known to get busy on occasion so I thought that was the problem and tried repeatedly before leaving it to the following day. I still could not connect the next day so I phoned Fast4's 50p per minute support line where I was asked a few questions about my account. I was put on hold and when the support person returned they gave me another number to call. I called this number and was asked "did the technical support person not tell you what was wrong?" I replied no and was met with a mumbled sigh. The support person said my account has been closed for a breach of their Acceptable Use Policy, specifically overuse. He said their system had flagged my connection as being unattended. This is not the case. I am at home most days and make regular use of the Internet. He asked if I have my connection set to reconnect automatically when it disconnects. I do but that is only when I am using the Internet and is a common configuration with Internet users. If not the PC is either switched off or the connection disabled.

I asked how I could over use a service which states "Unlike our competitors we won't restrict your internet time on either platform" and "You are entitled to access the Internet for a period of no more than 168 hours per week." The support person said that if you use it a lot it could restrict other customer's access and as such their T&Cs allow them to cut you off. I said if they are advertising an unlimited service they should make provision for their customers to be able to use the service as advertised. I said that their advertising states customers can use the service as much as they like without restriction. It's one of their main selling points on the front page of their website. I asked how they can advertise one service but provide another. He said "I see where you are coming from but our T&Cs allow us to cancel accounts for high use." I asked how many hours I had used the service for and he said 60. I said if that is correct then it is 108 hours less then what is allowed. He repeated that he understood my point but that their T&Cs allow them to cut people off in such circumstances. I suggested the T&Cs were unfair as they cannot sell a service as one thing then say it is something else when a customer tries to use the service. I asked if my account could be reinstated and he said no, it is now blacklisted however I could open a new account but it would be subject to the same T&Cs. We went around in circles with me restating their claims of an unrestricted service, up to 168 hours a week which is actually 24x7 but to no avail. Finally I said their advertising was clearly misleading and that I would speak to Trading Standards and the ASA about the matter. He said "Trading Standards have already passed our advertising." I find the latter hard to believe given that the claims are lies!

They have already had a complaint to the Advertising Standards Authority upheld against them. You can read the details here:
http://www.asa.org.uk/

The long and short of it is avoid Fast4 if you make anything more than low use of the Internet. Their advertising is clearly misleading and bears no connection (hoho) to the service you are paying for.

Fast4 should be the last4 your internet access!

Summary: Avoid if you use the Internet a lot
 
Fast 4 are infamous for shoddy service, lies and twisting the t&c every few weeks, I like alot of people on these forums have left due to extremely poor service and bad attitudes from Fast 4, personally I cannot see them being in business for much longer but sad to say the longer they are in business the more people they can rip off, on a brighter note though, the ASA have already forced them to change their advertising and i am sure all the other watchdogs are gunning for them, I am now with BE and they are completely the opposite (so are other isp's like adsl24)

my advice to anyone thinking of joining them is

DON'T

& if you are with them


LEAVE THEM AT YOUR EARLIEST OPPORTUNITY
 
I wouldn't say the worse, at least they haven't restricted my connection in any way (*cough* Tiscali and P2P *cough*). But yes, the way that they have treated their customers hasn't been good. From memory*:

Still better than my experience with Tiscali though. :D

* OK, I might have looked back through the Fast4 forum. Geez, that brought back some memories. Not everything was as rosy as it seemed with EurISP.
 
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does that include the months of disconnections when they were with EurISP as their supplier of the sudden introduction of the caps on their ADSL platform..
 
Well things have changed a little since this, while everyone is remembering the good, bad or indifferent days of Fast4 you now have to readjust, reserch and perhaps wait for new information to pass judgement. Fast, NJP services are now under the umberella of Breathe.
http://www.ispreview.co.uk/news/EkEkyluFlABvuQLPgf.html

Seems another sell out was the order after V21.
 
When I used Fast4 dial-up some years ago - I think I can honestly say that they were the worst trader of any kind that I have ever dealt with. I would sooner use Tiscali, in fact if I could only choose between a 1 day contract with fast4 or 3 years with Tiscali, Tiscali would still win every time.
 
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You missed one, where the owner (Steve Kaye) said it would stay unlimited, dispite people warning it wasn't possible.

26-02-2007, 10:35 AM
steve_kaye
Fast4 ISP Rep
Join Date: Feb 2007
Posts: 58



--------------------------------------------------------------------------------

Hi Old dude,
Yes I am...we are expanding quite quickly but not too fast that we lose sight of what it is all about - 'customer service and satifaction'
Whilst i am answering some of the questions......
fast4 has been set up as one of the most agressive priced ISP's in the UK. It is totally sustainable and I will continue to deliver some of the cheapest, honest broadband services in the UK. My wholesaler has given me the platform to make this happen and we WILL NOT CHANGE THE GOALPOSTS on our customers at all.
If anyone wants truly unlimited braodband at a price they understand then Fast4 is for you.

If you still want to believe FREE broadband claims of others, then it is not.

My bold emphasis.

Here: http://www.ispreview.co.uk/talk/showthread.php?p=173398#post173398

I hope Steve is reading this, and sees that I knew exactly what sort of person he was from the start.

I dont think I need to spell it out for him, and I have exactly the same opinion of Nick.

;)

I wouldn't say the worse, at least they haven't restricted my connection in any way (*cough* Tiscali and P2P *cough*). But yes, the way that they have treated their customers hasn't been good. From memory*:

Still better than my experience with Tiscali though. :D

* OK, I might have looked back through the Fast4 forum. Geez, that brought back some memories. Not everything was as rosy as it seemed with EurISP.
 
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