Sponsored Links

MAC code, ISP problems, and advice needed.

Hello

I have a question about these MAC codes.
If I have a MAC code already from when I used an ISP when I changed to a new one, can I use that same MAC code to change to another ISP or do I have to get a new MAC code from my current ISP?
As in does the MAC code change each time I join a new ISP or do I hav ethe same one all along?

The reason for this is that I am caught up in this V21 Biscit thing thats going on.
I use an ISP called Surf24-7, and recenly it has charged me multiple times for the same month, getting into contact with them has proven impossible as either their phonelines are disabled or send me to another telephone number.
This new number talks about V21 and Biscit so I assume my ISP was part of this network (unknown to me until digging around today.)
However I am ignored entirely on these new telephone numbers as no-one responds to them.
As such I am wanting to go to a new ISP, prompting my questions about the MAC code.

Also, probably not the best place to ask in this topic, but is Pipex a good ISP to go to?

All I want is an ISP with no monthly download or connection time allowances, so I can just pay a monthly fee and be connected all the time doing whatever I want.
This is why I was happy with Surf24-7 as they allowed that easily, but with this problem of being overcharged and not being able to contact them I am not happy anymore.
I know very little about ISPs, so if Pipex is not a good choice for what I want could I have some recommendations, or which forum should I ask for recommendations on?

Thank you in advance for the help.
Regards
Joe.
 
I believe they were a V21 reseller when I compiled my last list.

Surf24-7 www.surf24-7.com/ link:- https://secure.ispserve.co.uk/sec/_...up/package_detail&a_code=surf&pre=&smp_id=146

Unfortunately it would appear that Biscit are having difficulty in obtaining macs, there is a post about it on V21's own forum here:- http://www.v21.co.uk/forum/forum_posts.asp?TID=9552&PN=1

I understand that you have been trying to cancel your account with V21 and obtain a MAC code. Biscit are currently experiencing difficulties in obtaining MAC codes. One of V21’s suppliers has a commercial dispute that dates back some months prior to Biscit’s acquisition of V21 and is not cooperating with our requests for MAC codes. Biscit/V21’s new directors are making every effort to resolve the dispute and we will advise you when the dispute has been resolved.



I’m not sure of the reasons behind your decision to cancel your service and would like to find these out. Your package is still the V21 package and you can continue on this for as long as you choose and be subject to your original Terms and Conditions. Nothing needs to change unless you want it to. V21 were actually going out of business when Biscit took over.
 
Sponsored Links
I'm sorry if I sound stupid but I know very little about all this, all I want is a good working ISP.

Could you offer me some advice on what to do?

I have tried telephoning many times but no-one ever responds, I have also left messages on their message service but I don't get called back.
I can't contact them about these payment problems and find out whats going on there.
How do I change to another ISP when I can't get a MAC code from my ISP or even contact my current ISP to cancel the service?

EDIT:
Something that bothers me alot is that no-one from my ISP ever told me anything like this was going to happen with them changing their network or whatever, I only found out about this biscit v21 thing because of the new number I found which mentioned it and from other posts on this forum.
I really don't understand any of this I'm afraid :(
 
I suggest you look on ADSLGuide at http://bbs.adslguide.org.uk/ and wander barefoot through the user comments on ISPs section.

This will tell you who is whingeing about what. You need to read the whole of each thread because the gripes are often not ISP-related even though the original (annoyed) poster thinks they are.

Pipex is probably not the best for the reasons which the forum makes clear.

I speak as an NDO/Namesco satisfied customer.

Zen are generally thought to be good if a little expensive.

The lesson from reading all these fora is that cheapest will nearly always get you into trouble. Given the small profit margins on ADSL, the cheap suppliers are really cutting their back up services to the bone and are likely to get into financial trouble easily as has happened with all these vISPs like Fast24
 
I believe I read they had 6,000 customers before they bought V21 and now have about 39,000, so if they are having problems with V21's billing system it is probably not surprising if they are virtually uncontactable at the moment.

If you are being hit by bank charges due to the overpayments or they are causing you any finacial problems then I would suggest speaking to your bank about it immediately, they will charge back your money and hopefully cancel any bank fees.

Otherwise:-

I would try faxing Biscit (as it tends to be less popular), preferably in large print on a single sheet. Inform them if they don't refund the extra payments by a specified date you will instruct your bank to chargeback the money.

How do I change to another ISP when I can't get a MAC code from my ISP or even contact my current ISP to cancel the service?

Unless you current ISP's wholesale provider issues a mac or ceases your line it is virtually impossible to change ISP :mad:

I would suggest complaining to Ofcom http://ofcom.org.uk/complain/ if they get enough complaints they might get involved, although I wouldn't expect anything ofcom does to have much effect.

If your ADSL connection is still working unfortunately your best option is probably to sort the overpayments and sit tight while Biscit trys to sort their backlog of support issues and the dispute with their supplier.

If you are in a monthly contract you could cancel in writing, but should you do this: send it by recorded delivery to Biscit's address and keep a copy of the letter. It could be quicker to get a cease rather than a MAC, but you could end up with the service cut off but no cease.


EDIT: by the way there have reportedly been long running problems with V21's billing system from long before Biscit took over, such as creeping payment dates. So you might want to check your old bank statements to make sure you've not previously been overcharged.
 
Hi Mel & others.

Thank you for the responses, I shall consider it all.
I think I will just wait with my ISP for now as unless it stops working it should be fine, hopefully their support will catch up soon enough and get back to me.

I shall send them a letter via mail tommorrow to find out what is happening about these extra charges I have, hopefully they will respond to that.
I pay by credit card but if I contacted my CC company and told them about this and stopped 2 of the 3 payments (leaving the one normal monthly payment) would that cause problems within my ISP and maybe get my account shut down, or should I just leave this and hope my ISP gets back to me about the payment problems and let them deal with it?
 
Sponsored Links
If you ask your credit card to charge back payments the ISP will be charged a fee for this, if they get large volumes of chargebacks I believe that could effect their merchant status. Provided that you are satisfied that it is a genuine error / software fault I would recommend giving them the opportunity to refund it themselves.
 
Hmmm, thinking about what I just wrote, as it is several payments it could be a fair amount of money so I guess it would be best to ring the credit card helpline and get them to cancel the extra payments regardless.
 
Biscit bankrupt ?

I ask the question whether Biscit is going bankrupt because in my experience a company that cannot be contacted and that is not providing a service, is either in the throes of going bankrupt or is already there.

A company that is not going bankrupt cannot afford the luxury of ignoring its customers.

It is also quite consistent for companies in such difficulties to issue the tirade of excuses and lies currently emmanating from Biscit.
 
I don't think that is the case, I just think they have bitten off more than they can chew, sacked the current staff too soon, and now can't cope with the volume of queries. The more people are ignored, the more emails/calls/letters arrive, and the more swamped Biscit get. The outstanding ticket total stands at about 2100 I hear, and of course that doesn't include calls or emails that go to Biscit direct.

Read my blog if you want to see what trouble I am having cancelling:

http://random.freepgs.com/blog/
 
Sponsored Links
Last night I emailed a different address (one mentioned on the surf24-7 website if everything else fails) for their physical mail address.
I actually got a resposne anfter an hour or so giving me the address, which I was going to write to about the payment problems, however I decided to reply to the guy via the same email address.

I actually got a response about my problem in that he told me hew knew there were payment problems and they are going about fixing it, however its slow because they have to do it manually.
Also apparently their support and telephones will be working properly within a week.

I don't know whether any of this is true or not, and even though this was late at night (something like 1am) the responses don't feel automated to me, but they could just be making up stuff so I dont write to them and demand the payment is fixed or to cancel my service, etc.
I think I'm going to leave it like it is and hope their support system gets sorted and my payment gets fixed. I'll see what happens in a weeks time as that how long he said until they would be sorted.

At least I have an email address where I can actually get a response from, so unless they decide to ignore me there I can ask questions in a week, and failing that I have their mail address now.

Appreciate all the help and suggestions in this thread, I'll keep you updated :)

Regards
Joe.
 
Top
Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Vodafone UK ISP Logo
Vodafone £24.00 - 26.00
150Mbps
Gift: None
NOW UK ISP Logo
NOW £24.00
100Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £25.99
145Mbps
Gift: £50 Reward Card
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Youfibre UK ISP Logo
Youfibre £23.99
150Mbps
Gift: None
Large Availability | View All
Sponsored Links
The Top 15 Category Tags
  1. FTTP (6027)
  2. BT (3639)
  3. Politics (2721)
  4. Business (2440)
  5. Openreach (2405)
  6. Building Digital UK (2330)
  7. Mobile Broadband (2146)
  8. FTTC (2083)
  9. Statistics (1901)
  10. 4G (1816)
  11. Virgin Media (1764)
  12. Ofcom Regulation (1582)
  13. Fibre Optic (1467)
  14. Wireless Internet (1462)
  15. 5G (1407)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules