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Vivaciti/ Entanet Billing

Datman

Member
Hi all,
Anyone know a correct procedure for complaining to Vivaciti/ Entranet and anyone moved from vivacit i if so what is the correct process, emailing addresses listed for both Vivaciti and the billing company Entanet result in tickets being created, its been over 24 hours and no reply to either, next port of call will be to try their phone numbers.
Since their billing invoices moved from vivaciti to Entranet they have not been charging me any line rental yet all the invoices they have sent show the wording CALL Charges Monthly rental charges for PSTN & ISDN & calls then in the amount are very small amounts under a few pounds most months, which is for calls only ( i have only just notice this as normally just see the wording line rental and presumed the correct amount was coming out) now i get an invoice for £160 for PSTN Rental with 9.50+vat being charged 14 times which takes it back 14 months to when vivaciti moved payments to Entanet and then have the cheek to wish me a merry xmas and prosperous new year after saying they taking £160 via direct debit on the 11th the lack of response to tickets (over 24 hours and no reply at all ) is a joke
Can they bill me twice for the same thing ? when they have made a mistake by not billing me correctly for the last 14 months yet have been putting Monthly rental charges for PSTN & ISDN & calls on each invoice and i have paid these invoices
and now they send £160 invoice out 3 weeks before Christmas is rubbing salt into the wound, i will try ringing tomorrow but wondered if anyone had any comments or views on it :)
 

butler

ULTIMATE Member
I might be tempted to cancel DD and then offer to pay over a period by standing order as it has been their mistake
 

Mark.J

Administrator
Staff member
ISPreview Team
Tricky, if all they're doing is correcting for a mistake then yes they can do that as you were being undercharged before. If however their correction is wrong then that's a justified complaint.

However if they don't respond or offer a suitable solution after 6-8 weeks then you could try requesting a deadlock letter and taking them through the ADR complaints process (it's free for you). I don't know which of the two ADR companies they use, but Ofcom requires that they use one of them.

https://www.ispreview.co.uk/new/complain/official_isp_complaints_handlers.php#3
 

Datman

Member
Thanks for the reply, the billing dept actually got back to me today and agreed that there has been an ongoing error since last nov, and i still have to pay it as i used the service, so will pay it and move on phoned vivaciti to ask about how to proceed to leave them , and to be honest they wasnt bothered just said new provider will take over within 10-15 days no trying to keep me as a customer which i doubt i would as i am going from 16 down 1 meg up to 36 down 10 up for £9 less than i am paying now :)
 

Datman

Member
Provided you're already out of contract and staying on the same underlying Openreach based ISP network then switching is usually as simple as just starting the process via your chosen provider:

https://www.ispreview.co.uk/index.php/2015/05/a-guide-to-switching-uk-broadband-and-phone-provider-after-june-2015.html
yes already got transfer date 27th i was on a rolling 30 day contract and did inquire beforehand with plusnet if any charges would occur going from a LLU line to plusnet fibr the answer was no, already got email from entranet saying sorry to see me go and final bill will be £0 shame they didnt do anything to try and keep my custom and very slow in replying to problems :) so now i will be getting more than double the speed for £9 less a month :)
 

Kits

Super Moderator
Staff member
ISPreview Team
If you were supplied by entanet then it was BT not LLU.
 

Datman

Member
If you were supplied by entanet then it was BT not LLU.


Nope i was with Vivicti ISP ( LLU Unlimited )

they moved their billing over to Entanet and that's when the billing problem started going from one invoice covering BB calls and rental with Vivaciti to 3 generated ones with entanet billing and one of them had been wrong for the last 14 months :)
 
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