Sponsored Links

v21 - Want to cancel

Darren B

Regular Member
We current have v21 as our ADSL provider as of December 04. We agreed to a 1 year contract.

Now v21's service has dropped to absolutly dire service, recently we have been unable to connect due to "password errors".

There customer services department are AWEFULL. We have had enough and wish to move to a more reputable provider.

But v21 are refusing to let us terminate the agreement as we are in a contract ... but I feel v21 have not honoured this contract due to the poor level of service we've had.

Right from day1 we were given the incorrect username and had to phone up some 09 number to get given the correct username.

We have contacted our local trading standards and contacted watchdog. How can ISP's be allowed to get away with offering a crap level of service and claiming they are sticking to there part of the 0agreement :mad:
 
Darren when you get free make sure you go with a good ISP who allows a one month termination notice, it costs more but worth it so you do not get caught outv again, Good Luck.

This is another warning to us all, do not sign up to broadband contracts of longer than a month or you could end up in this situation through no fault of your own.
 
Sponsored Links
Darren B said:
.....

But v21 are refusing to let us terminate the agreement as we are in a contract ... but I feel v21 have not honoured this contract due to the poor level of service we've had.

We have contacted our local trading standards and contacted watchdog. How can ISP's be allowed to get away with offering a crap level of service and claiming they are sticking to there part of the 0agreement :mad:

I've been with V21 for quite a while and have had no problems with connecting to their service - but then I use a router so never disconnect necessitating reconnection anyway. Have you tried using their online support through your members area for help getting connected?
 
Hey, i have also been in contract problems in the past and there is not much you can do. If you paying by credit card you could ring visa/mastercard up about it and get them to cancel any charges they try and take from your card. Same goes for if you use direct debit, ring your bank up and get them to cancel any direct debits to do with the broadband company. The only problem with this is that most likely v21 will continue to provide you broadband and then bring in the debt collectors if you still dont pay up.

Check your contract and see if they are breaking it in anyway, if they are then you can ask them to terminate it and if they dont take, take legal action. If they are not breaking it then i dont think you can do much legally apart from report them to trading standards . I am not a law person but i am pretty sure thats how contracts work.
 
They seem to think they are providing a usable level of service. I disagree but they refuse to terminate the contract because they say theirs is the only oppinion on this that counts.

AVOID V21 AT ANY COST

V12 try bulling tacticts to say you cannot leave them despite the crap you have to put up with them. Looks like they win cos they can afford expesive lawyers etc. thanks to all the money they are robbing from us :(
 
V21 OK in my book

I've had no problems with V21.

Granted I've had 2 occasions in the past few months where the line has been down for about a day, but I can't complain.
Cheap, uncapped, choices of 1m/3m/12m contracts and I'm always able to get full speed from my 1Mb connection.

When I started with V21 I got the 1 month contract for a little extra. If you agree to a 12 month contract then try to back uot of it, ANY ISP will remind you that you are tied to a legally binding contract.

I'm a IT pro so I have no need for their support package and have never needed to phone them, I have only used their email support once and i got a prompt reply, so no complaints there.

Maybe you're overreactiing about a couple of outages that are bound to happen with any ISP?
 
Sponsored Links
Hows does weeks of service of it saying "Incorrect password" for hours at a time sound ?

The problems I am hearing about only seem to affect a small part of there network but as it affects us and we are sick of paying for a service we cannot use when want want to.
 
V21 service is good

I have been a subscriber of V21 since september last year and have not had any problems with service, other than those that I would expect from any isp, you can't expect 100% service this is completely unrealistic.

I have to say you choose to sign up for 12 months and not 1 month rolling, so you cannot expect to cancel your contract within those 12 months.

On the only occaison I have had to call customer services (was to upgrade my connection from 1mbps to 2mbps) this was done the same day with no hassle.

I cannot really comment on there support as I am IT Pro and from my experience most isp's use call centres whose staff have little skill in troubleshooting problems. IMO waste of time to call any ISP technical helpdesk.
 
It would seem that V21 is doing everything it possibly can to either discourage people from leaving by putting any amount of obstacles in their way.

Some of their tactics seem to be rather shady to say the least....for instance, once upon a time, you could leave by using the 'Cancel account' link on the website...that link is now defunct
...then Affiliates received an e-mail stating that customers now had to send their cancellation request in writing and give 28 days notice, although to my knowledge the ordinary Customer never got to know that fact unless they navigated to the ever changing T&c's on the V21 website.

...Customers who dare to submit their 28days notice in writing are now reporting that V21 are trying to delay the move by offering 'free flights to Europe' in a letter sent by return. That letter also states that until the attached 'form' is returned indicatig accepting or refusing the 'free flights carrot', the cancellation will not proceed!

Furthemore if you require a MAC code to migrate, that costs you £30...that's always assuming your connection has not been migrated to DATASTREAM when V21 went under the Telefonica UK banner. If you have been DATASTREAMED then V21 deny any liability to re-instate your connection to IPSTREAM to enable migration even though you didn't request the DATASTREAM transfer in the first place!

Even then, after paying the £30 for a MAC code, some are reporting that V21 are not honouring the MAC code request, refunding the £30 and blaming BT for not being able to generate the code... then asking the customer how next to proceed!

No doubt V21 are attempting to discourage the move by making customers afraid that if they go ahead they would have to go through the disconnection of their ADSL line at exchange level and then have to pay again for re-activation so staying would be the cheaper option.
Now I call that restrictive practice...I wonder if OFTEL would think likewise?
 
Tracker is absolutely correct. I am going throught just this scenario. V21's policy is just cynical - and is wholly at odds with Ofcoms code of practice for Migration (which can be found at http://www.ofcom.org.uk/advice/telecoms_ifc/codes/bbm_cop/bbmcop.pdf)
which, although voluntary, are a universally approved set of guidelines for dealing with transfers.

Please note in particular the following section

3. The only reasons why a LSP may refuse to issue a MAC are that:
a) The customer has failed standard checks to validate that he is the account holder
b) The broadband service contract has been terminated
c) The LSP has already submitted a cease request to BTW for the broadband service
d) The account holder is deceased

4. For avoidance of doubt, the LSP may not refuse to issue a MAC if:
a) The account holder has not paid any charges due before the migration date (whether
service charges, disconnection charges, charges for remaining minimum term contract
period or any migration charge); such charges should be included in a final broadband
service bill, which will be settled according to the terms of the contract.
b) The account holder is in bad debt but is still receiving the broadband service at the
time the request is received.
c) The account holder is within a minimum term contract on the broadband service that is
needed to recover a subsidy on the broadband service equipment or setup costs;
d) The broadband service that is to be migrated has already been suspended for reasons
of bad debt at the time the request is received.

Obviously if you are thinking of joining V21 - DON'T. There are cheaper and better ISPs out there who don't operate like this.

Also i would encourage anyone with an interest in fair competition amongst ISPs to write to Ofcom about this issue
 
Sponsored Links
V21 are nothing short of useless-i am taking them to court right now. They took £80 from my bank a/c without any warning or explanation-I AM NOT ALONE WITH THIS EITHER!! OTHERS HAVE HAD THE £80 MYSTERY CHARGE!! They change their T&C's without any notice or warning too. Don't be afraid to take these cowboy's to court-there website has enough evidence of all the problems they have had-visit their forum for a right laugh. There service is slow,their tech support staff are nothing short of useless,they are arrogant and think they can get away with just about anything-THEY CAN'T! Stand up for your rights,V21 aren't microsoft or something! They are a two bit small time ISP.
 
I've just left V21 after several years of good service and have gone to NTL after moving home. I have never really needed to contact them, but I've always found them courteous and helpful on occasion when I had to get them through their ticketing system or telephone.

Cancellation was a little elongated as I was asked to confirm cancellation after my initial letter, but they backdated my 28 day notice to my original letter after I returned the slip.

I've got to say I always found V21 excellent, but while I'm on the subject of good service, NTL so far have also been good. Only 4 days into my new service, but they installed it when they said they would and the speeds are excellent. I had to get the cable modem enabled which involved a fairly lengthy call to India, but it was a freephone call and the music on hold was bareable and their staff were quick to get me up and running, so far so good...
 
I'm also having problems with V21, in my case with the V21 "VISP" Fast4, they've suddenly introduced a 28 day notice period for their dial-up 'service' without informing me, so I only found out when I tried to cancel and will no longer allow you to cancel on their members site, you have to do so by post or fax. They also have a minimum 3 month contract for new victims (urm customers) in their ever changing T&Cs which is another good reason to avoid V21 and all their VISPS.

I'm so disgusted by this sort of behaviour that I wouldn't have stayed with V21 even if I hadn't found a cheaper, better ISP. If anyone is still thinking of using this lot, read the complaints on their private forum.

Don't forget to email your complaint to ISPR with COMPLAIN:V21 in the subject line see http://www.ispreview.co.uk/new/complain/complain.shtml .

Complaints to Trading Standards can be filed at this website http://www.consumercomplaints.org.uk/index.asp
 
Last edited:
With what has gone on in the recent months between Telefonica being taken over by netservices is where your problems have been starting, agueements between the ISP and who supplies them, in the case of V21 they moved not so long ago from netservices only to be bought back 2-3 months later when telefonica sold up.

It is netservices refusing to give the MAC codes not BT and yes they can generate MAC codes for datastream lines as I have experianced a datastream to IPstream migration(with a speed regrade 512k to 2meg).

If you are unhappy with the back end working of V21 it is not them it is netservices which are doing their garden walling act again.

Direct your anger at who is causing it netservices avoid them like the plague and if you are with netservices now cancel and find a different ISP who doesnt use them or ask your ISP if they are planning on moving away from them.

As to putting in the complaint against your ISP (V21 in this case) it may not be their fault like in the migrating away it is their provider who is refusing to give the ISP the MAC codes.
 
crazy

The trouble with V21 is that they have a problem getting a stable provider of dsl services, first they were with Netservices and used IPstream, then when they went to telefonica, they migrated a lot of ppl to datastream and this caused a lot of disruption. Now Netservices have bought over telefonica and people are being migrated back to IPstream as we speak.

Now thats crazy.
 
Sponsored Links
In regard to all the to-ing and fro-ing between providers it is indeed a very difficult time and the fact that we could not get generated MAC codes caused us much grief. This has now been sorted and we are able to provide these. We are now keen to offer our customers a more stable ADSl platform and feel confident that we can do this.
 
hey V21 support, instead of writing stuff which is a waste of time, why dont u help the people that are complaining on this post, start with the first one and move down the list.

Your comment above makes no difference to anyone, but helping them out will.
 
and why not answer why you are taking £80 from peoples bank accounts with no explanation or authorisation??!! Then telling Visa it's in your T&C's which it wasn't. Not that the T&C's cover what you do anyway-fraudsters-that's all you are.£80 to cover failed payments?? LIES,and the banks back this up. Sooner you lot fold the better. I know of at least two people who are instigating legal proceedings against you lot-and that arrogant little **** Paul Moody WILL get what he deserves-i can promise you that.
 
A post on another forum claiming to be from Paul Moody of V21-i wouldn't be surprised if it WAS him!...

"V TWO ONE is the very best of all ISP . But if you play us about we will make you pay for doing it, HARD CASH. Were also able to change any Terms & Conditions when we like, simply because there is nothing to stop us in law, WE SEE IT AS OUR RIGHT.
So there you have it. YOU SAD LOT.
J Moody V21"


So there you have it-you sad lot!!
 
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 (6026)
  2. BT (3639)
  3. Politics (2721)
  4. Business (2439)
  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