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whats happening at ace internet

what the hell is happenning at ace internet been with them for a little over 3 months.service has been very good but trying to contact them is a pain also i,ve moved house but before i moved i had new phone line connected 1 and a half weeks before i moved so i informed ace as soon as it was connected so i didnt lose internet so they could transfere it to my new line.i moved in and find out adsl isnt on.i phoned up ace to find out what is going on and when it will be on and when i finally got through they tell me they dont know when adsl will be on at my new address even though i gave them 1 and a half weeks notice so they could organize it.i,m now without internet ace cant tell me when it will be put on.it seems to me to be a bit badly organized.
if steve is reading this from ace maybe he can find out whats happening and let me know because up untill now i was very happy with the service but moving as been a pain in the arse


shazzia curr
 
andy37 said:
what the hell is happenning at ace internet been with them for a little over 3 months.service has been very good but trying to contact them is a pain also i,ve moved house but before i moved i had new phone line connected 1 and a half weeks before i moved so i informed ace as soon as it was connected so i didnt lose internet so they could transfere it to my new line.i moved in and find out adsl isnt on.i phoned up ace to find out what is going on and when it will be on and when i finally got through they tell me they dont know when adsl will be on at my new address even though i gave them 1 and a half weeks notice so they could organize it.i,m now without internet ace cant tell me when it will be put on.it seems to me to be a bit badly organized.
if steve is reading this from ace maybe he can find out whats happening and let me know because up untill now i was very happy with the service but moving as been a pain in the arse


shazzia curr
Hi

If you are still having this problem, can you PM your details to me and i'll certainly take a look for you.

In most cases our housemove service works well, but sometimes there can be a delay...

Kind Regards

Steve
 
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speedy0308 said:
yeah looks like they are having a few problems, at least going by the customer reviews
The real shame is the recent reviews have been left mainly by people migrating our because they do not agree with the FUP.

We even reduced the contracts for them so they could :hrmph:

Still most customers are happy with it :)
 
speedy0308 said:
yeah looks like they are having a few problems, at least going by the customer reviews
The real shame is the recent reviews have been left mainly by people migrating our because they do not agree with the FUP.

We even reduced the contracts for them so they could :hrmph:

Still most customers are happy with it :)

Steve
 
Yeah looks like you've been fair with the customers who wanted to leave m8.

I think most peoples issue is with the use of the word unlimited or no restrictions being banded about. Most ISP's seem to do and and get away with it but in my opinion it's slightly missleading.
 
speedy0308 said:
Yeah looks like you've been fair with the customers who wanted to leave m8.

I think most peoples issue is with the use of the word unlimited or no restrictions being banded about. Most ISP's seem to do and and get away with it but in my opinion it's slightly missleading.
Yes, I agree - and that's why when we had to introduce the FUP we also removed all instances of the word "unlimited" from our marketing.

We could have followed what some of the other ISP's do and carried on using the term, but we think it would be misleading.

Kind Regards

Steve
 
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Hmmmm.

Its still in a FUP on a different page. Not good.

But at least the link is directly next to it. One of the best Ive seen really.

I think giving a weekly or monthly download figure would be easier than an hourly one.
 
Steve@ AceInternet said:
The real shame is the recent reviews have been left mainly by people migrating our because they do not agree with the FUP.
That's the whole point of a reviews system - duh...

People post positive reviews when they are happy. This propels you into the top 10 if a few people do the same.

When people are unhappy they'll post negative reviews which knocks you off your perch.
 
Last edited by a moderator:
Their packages seem very very fair, upto 3.5gb of p2p traffic, i wouldnt use that a year but i guess for those who would its fair. Im interested on the point of www usage abuse, what do you think is excessive for someone surfing the internet in a set 24hour period ? I'm only asking as i stream radio for hours on end each day.
 
jfreeman said:
That's the whole point of a reviews system - duh...

People post positive reviews when they are happy. This propels you into the top 10 if a few people do the same.

When people are unhappy they'll post negative reviews which knocks you off your perch.

Perhaps you should file a complaint like you appear to have done with the MaxADSL forum owner, because such things carry the potential of damaging your company.

Personally I was expecting this to happen at Ace after all he did have a rush of people from another ISP who had brought in controls to stop the abuse by a few.

It will always happen when people seem to think they can download from the internet as if its their personal leased line at the loss or lowered speeds for those who download very little. Plus BT now charge on Data that goes through so the more you down load the dearer it is for the ISP.


Perhaps more commen sense from users would have stopped this happening. MPO only.
 
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It is the same old story, ISP advertises unlimited, ...it attracts the heavy downloaders,...it cannot sustain the traffic, ...it imposes FUP, ....it's users complain on forums, ... ISP Rep/s makes all sorts of excuses in an attempt to quieten the uproar, but fails and just makes the situation worse, ...MAC keys are obviously requested.

It aint Rocket Science and I have no sympathy for any ISP that gets itself in to such a predictable mess.

Any ISP that thinks it can offer a truly unlimited service for a ridiculous monthly charge has only itself to blame when it all backfires.:hrmph:
 
Inactive its not the same old thing at the start of ADSL BT charged per connection regardless of what they downloaded. Now the ISPs pay per gig this makes it dearer if one is a very heavy user.
 
Kits, you are correct about BT changing their pricing policies, but that really doesn't have much to do with what has happened to Ace Internet.

All ( non LLU ) ISP's have been subject to the BT policy and most amended their usage policy to reflect it, however Ace continued to sell their product as unlimited well after the BT change, which of course attracted the leechers.

Now it is not the fault of the leechers if companies like Ace sell an unlimited product when it is blatantly obvious that they cannot sustain the traffic volumes at their listed price band.

If I go to a Car Hire Company that states unlimited mileage and I do a lot of miles in their car, I don't expect them to whinge when I take it back.

Clearly Ace continued to sell their product well beyond the point of commercial viability, it went pear shaped...they got a load of flak on forums, sorry that isn't the fault of the end user, that is poor product management by Ace.
 
ace internet

Inactive said:
It is the same old story, ISP advertises unlimited, ...it attracts the heavy downloaders,...it cannot sustain the traffic, ...it imposes FUP, ....it's users complain on forums, ... ISP Rep/s makes all sorts of excuses in an attempt to quieten the uproar, but fails and just makes the situation worse, ...MAC keys are obviously requested.

It aint Rocket Science and I have no sympathy for any ISP that gets itself in to such a predictable mess.

Any ISP that thinks it can offer a truly unlimited service for a ridiculous monthly charge has only itself to blame when it all backfires.:hrmph:

I totally agree 100% , ISP's that do this have only there self to blame for any mess and I see ACE do still advertise "no hard download caps" , again missleading ! They may have removed the word unlimited but IMHO this is just the same thing re-worded.
 
No hard download caps ???

Steve@ AceInternet said:
we also removed all instances of the word "unlimited" from our marketing.

We could have followed what some of the other ISP's do and carried on using the term, but we think it would be misleading.

Kind Regards

Steve


HI steve , sorry but as I said above you still advertise "No hard download caps" yes there is a tiny asterix beside this linking to a FUP :laugh:

Sorry Kits but you cant blame BT's pricing for this type of marketing by ISP's dont you agree it's slightly missleading. Yes you could argue that any consumer who goesinto a contract these days without reading terms is being a bit silly but lets be honest do you read through all the small print for everything you buy online. Yes I also agree that the download limits are generous and I dont have an issue with this. The issue is that a lot of ISP's market themselves this way and it is missleading:mad:
 
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speedy0308 said:
HI steve , sorry but as I said above you still advertise "No hard download caps" yes there is a tiny asterix beside this linking to a FUP :laugh:
How is it misleading? There are no hard download caps. If you reach the 3.5GB as shown in the FUP, you can continue to download, just on a higer contention....

It's akin to saying we cannot sell as "always on" in case a customer switches off their router :)

Steve
 
Do all ISP Reps go to the same " spin " school?

Some of them make Blairs words look almost transparent.

Back to the same hypothetical Car Hire T&Cs.....


Yes Sir, our mileage has no limits, but if you do more than 100 miles a day, the car will not go above 20 mph.:hrmph:
 
Inactive said:
Do all ISP Reps go to the same " spin " school?

Some of them make Blairs words look almost transparent.

Back to the same hypothetical Car Hire T&Cs.....


Yes Sir, our mileage has no limits, but if you do more than 100 miles a day, the car will not go above 20 mph.:hrmph:
What does this have to do with our "no hard caps" statement?

We no longer market the service as unlimited.....

Steve
 
Steve@ AceInternet said:
What does this have to do with our "no hard caps" statement?

We no longer market the service as unlimited.....

Steve

Oh and I don't recall mentioning you or AceInternet specifically .. :confused:

I also do not recall using the word " unlimited " in my post, my hypothetical Car Hire analogy was in relation to the following statement from your web site.

Quote; speeds of P2P and Usenet may be highly contended, which could reduce your speeds until the next 24 hour period begins. Unquote.

Obviously a case of " if the ( hard ) cap fits "... :hrmph:
 
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