Broadband News Item

This was once a great ISP and renowned for outstanding customer service and support.

Now no-one answers the phone and support is on a premium rate number (10p/minute).

What happened?

The following has been received from Biscit.



We apologise if you are having difficulties in getting through to us. We are adding additional lines to our London-based operations, and training new customer support staff to handle the volume of calls now being experienced.

Since acquiring V21, we have made significant progress in updating V21's ageing servers with Biscit-standard equipment. We are now focussed on reducing customer response time to the minimum. Thank you for your patience.


Sincerely,

Hugh Paterson
CEO, Biscit

I received an email from Biscit announcing their takeover of my ISP, V21, approx. 3 weeks ago. Then my emails stopped coming/going. Then my broadband disappeared completely and I cannot now get online. I have emailed all of Biscits addresses asking (a) what is going on and latterly (b) for my MAC code - no response, in fact if the word "V21" is put into the Subject line, the message bounces back. I have left numerous messages on their answering machines. I did actually get a call back last Friday from some idiot who did not have a clue WHAT he was talking about, said all he was doing was taking complaints calls from customers, said that MAC codes could not be released for "at least 10 days" because of a "dispute with their suppliers", and when I asked to speak to a supervisor he cut me off. I have again spoken to a receptionist who promised me someone would call back, but - surprise surprise - they haven't. BT tell me there is no reason why they should not be able to give me my MAC code instantly as everyone uses the same system.

My partner and I both run businesses from home and our internet service is CRUCIAL. HELP!!!

I've had a Biscit account for about 3 years. They started off great, but it hasn't lasted. Although my connection has generally been solid, there have been continuing problems with the news feeds that they promised (and I pay for).

They no longer appear to respond to E mails, and the package they supply me at a rather extortionate price no longer seems to exist. Their new package includes a much faster connection for half the price. When asked by E mail about this discrepancy, they don't reply.
I think the show is over for me, and I'll be moving on. Funny how nothing lasts, especially good things !!

Have been with V21 for years and never had significant problems. Since the takeover, I keep not having e-mail - either sending or receiving or both. It is just as well I kept my old Hotmail address as so far web access has been OK.

I've been informed that there was a very good reason that V21 with substantially more customers than biscit, was bought out, it was on the verge of folding anyway, the fact that biscit took it over, has in fact probably saved all those people maoning about service.. One of the problems they are apparently having is with a 3rd party supplier, who won't allow them mac codes, so in essense they are unavble to migrate users from the dodgy V21 system, to the Biscit network.. the way i see it, biscit are still there, working hard to take a bunch of servers running cheap and nasty services, and put these users on a far better system. this takes time.. and patience.. the alternative?? Well a bankrupt ISP, no mac codes, and months of trying to get your credit card company to refund your 5.99 dial up...

Most V21 users didn't go there for stability, they went there because it was cheap! and well you got what you paid for..

To Anon 12 Nov. Clearly you are are Biscit spokesperson! I had nothing but excellent service and instant response for any minor problems direct from v21 engineers before it was bought out by you. Now all I get (IF I get through is a promise from one of your telephone ladies that someone will call me back. Yeh right...

Come back V21, all is forgiven! Bicit are a complete bunch or timewasting, unprofessional, money grabbing knobheads! I hate this company! I have had 4 weeks of non-stop problems regarding email, connection, speed and money taken from my account. I have left endless messages, sent numerous emails and am in the process of contacting watchdog. What a scam!

netservices have pulled the plug on v21 broadband users - so much for the super service promised by Biscit - their words are cheap.

I contacted you a few weeks ago regaing this and in fat the above may be my mail. We still have no contact from them. I need to change providers urgently but can't without a MAC number and these can only be given by Biscit and they won't answer .......... what can i do?

I am having similar problems but I have two broadband lines and one works the other does not, apparently (on their website) they are in some kind of legal dispute with NetServicies and it would apear some clients may have been migrated without their knowledge!

I've not had problems using biscits service, so haven't had the need to call them.

well this is a company run by people I would not trust to put my rubbish out sop best just lump the loss and find a new provider

Hi, I am sure there are many fuming V21 customers out there who have recently been the victims of a Broadband Hijacking by Netservicesplc.com but who are unable to get online in order to voice their fury!!

Netservices plc has prevented V21 customers from accessing the internet due to a dispute between V21 and Netservices. (I'm currently having to sit in my sister's house and write this!) When V21 customers try to get connected to the internet, they are given the ultimatum that in order to get internet access they must sign up (for double the cost of course), to service provider Ezeedsl, part of the 186k group.


The background to this lockout is that V21 (recently taken over by Biscit) have been in dispute with Netservices plc regarding "burst bandwidth charges" and have queried invoices from Netservices with the result that Biscit are now taking legal action against Netservices and seeking "substantial 7 figure damages ". According to Biscit "The legal action results from NetServices decision to novate some of V21's customers to another service provider."

So the upshot is, I can't obtain my mac code from Netservices plc because their policy is that they do not deal directly with customers (!) and "To do so would be a breach of our customers (ISP and resellers) confidentiality. Providing MAC codes to end users directly we would also directly undermine the wholesales model and the business of our resellers."!!! In other words they want to force US, the V21 customers into signing up to their Ezeedsl rescue package.! Does anyone smell a rat here, or a whole cageful?

My main gripe is that I want to get on the internet. I'm prepared to forgive and forget V21/Biscit. I just want to cut my losses and get back online with a good reliable, value for money ISP who won't let me down again! Having said that, I would obviously prefer to be compensated, or indeed stay with my current provider as, until the past couple of months

V21 Customers Affected by NetServices.
November 16, 2006 - We regret the inconvenience you have experienced, which is not of our making.
We are seeking substantial damages from NetServices.
V21 customers with Netservices broadband represents a fraction of its parent's business - Biscit. The commercial dispute is only between V21 and NetServices.
Our parent company has made a free dial up service available to you so that you can continue to send and receive emails and connect to the internet . The dial up number is 08456041190, user name is v21local, and the password is dialup.
V21 strongly recommeds that affected customers contact NetServices directly on 0870 753 0900, or by email sarahh@netservicesplc.com, and ask for their MAC codes.
Armed with a MAC code, V21 customer ID and telephone number for the broadband service, users can log on to www.v21.co.uk/migration to be reconnected to its superfast broadband services and receive 1 months free broadband compensation.
V21 customers affected by this dispute will no longer be billed.
Thank you for understanding.

I know its nothing fantastic, but according to the V21-Biscit website, Biscit have set up a temperary Dial-up to try and help out with the problem.
Remember that this dispute is nothing to do with Biscit, its betwween V21 and NetServices!
So at lease Biscit are trying to help.

here's the info from Biscit:
------------------------------------------
"Important V21 Update
November 16, 2006 - We regret the inconvenience you have experienced, which is not of our making.
We are seeking substantial damages from NetServices.

Our parent company has made a free dial up service available to you so that you can continue to send and receive emails and connect to the internet . The dial up number is 08456041190, user name is v21local, and the password is dialup.

V21 customers affected by this dispute will no longer be billed."
------------------------------------------------

by the way. Me and a friend have been doing some research trying to find a goos ISP alternative, so far, i'd say: check out "Madasafish", its very fast, great prices, and you get 5GB downloads per month!

I am having problems with V21/Biscit taking multiple payments out of my bank account the last two months. They took out 3 payments in October, and so far, 2 payments this month. I have been unable to contact anybody about this issue, the phones are never answered and e-mails do not get replies.
And I am not even using their service, I moved last month to a new address and had cancelled the V21 service, but they keep taking money out of my bank.

£14.99 has been charged to my direct debit card today by v21 despite assurances affected users would not be charged further. It seems almost impossible to cancel debit card payments without V21 doing so. Has anyone found a way around this?

S'pose you could get replacement card from bank

I had the same problem as everyone here!! been trying to get in touch with v21 for weeks to no avail and had to swap to ezedsl. Now i find out that V21 is still trying to take money out of my account but they cant as luckily i had my card swallowed by a machine a few weeks ago and had to get a new one. They are threathening now to get a collection agency involved.
I have been a happy customer of V21 for the three years but have got increasingly pissed off with them in recent times. They locked me into a contract which did not allow me to even upgrade with them and now i find out they have been trying to take money out of my account without my consent. They seem incompetent but they are v ery punctual about taking my money for nothing

I have now cancelled my card and guess I will also get the same threatening message but, they will find it hard to pursue 9500 non payers!!

Long, long ago, I had a dispute with an ISP's CC debits. No names, but their failure took my breath away!

When I explained the problem to my CC issuer (can't recall whether it was Bank o' Scot, or Stanley Morgan), they recovered the £50 I'd paid for me.

Don't just cancel your card or refuse to pay: you'll have TWO creditors on you back then, and worse problems.

Is patience the virtue we need here?

I have been trying to contact biscit after suddenly losing my broadband this week, I have been on hold for more than 40 minutes and have sent mails and left telephone calls with no one responding back. This is the worst supplier you can be with and I am not a v21 customer.

Simon

PS don't ever go with these type of suppliers.

Can anyone say if biscit is still going or not i see there a new item on their site about re signing with them

I have been trying to get Biscit to connect Broadband since July....waste of time...they rarely answer calls ...service may have been good in the past but anyone out there wanting an ISP should be very wary of taking the biscit...thgey are taking the p...

i too am in the same boat 4 years of trouble free service with v21 get taken over by biscit get charged twice in October spent since then trying to get through to the help line via phone portal email fax and no joy,i did through their press office threaten to go to watchdog id they didn't get it sorted this did get a response and they said sorry we will send you a cheque as they cant repay to a debit account still havnt got it,so i have written to watchdog and would urge you all to do the same lets get these Xankers sorted out before they mess everyone up

I am a former v21 customer and am experiencing problem, can anyone advise me on the easiest way to switch to another provider, seemingly getting a mac code from biscit is impossible as they are'nt answering calls and returning messages i have left on several occasions

We have had no phone for a week and poor internet connection. Given up growing old whilst waiting for biscit to answer their support line. Rejoined BT for phones today and cancelled my direct debit to taking the Biscit. Think I'll be ignoring e-mail from Biscit about my lack of payment.

Having been with v21 for 3years the service is now dreadful, i have been with out an adsl line for 2 months, my account was put on hold last month for some unknown reason, i filled in the the new direct debit mandate and now i cant even send or recieve emails direct from there server?? WHAT THE HELL IS GOING ON??
I have phoned, emailed and faxed but to no avail,Customer services is just a myth

Has any one ever spoken to them ??

Good luck every one

Jon

find them utterly usless unable to contact on a regular basis prommises to ring back and dont.

I have been using Biscit broadband for 3 years now - the story is the same as many reviews here - they were excellent when I signed up - I have not had any communication with them recently - so can't comment about their response. However I am still on a 512 kbps connection paying 24.50 per month while the new connections are at 27.50 for a 8 Mbps connection!!!! I have been considering asking for an upgrade - I do know that my friend (who I recommended to use Biscit) was on a similar situation as me - he recently asked Biscit for him to be upgraded - they have said yes - but have asked for a 69 pound connection fee! Again????
I will find out what their response would be to my request - looking at the reviews - would I be getting a response at all??

has any been charged for the freephone number dial up issued by v21, they seem to be charging, my bill is £50+ and now i cannot see my own account anymore. at least i did get the print out saying they are providing a free dial up service , will be arguing when someone answers the emails/contacts. I am busy looking at orange and virgin to changes to, any comments on these.

I wold keep away from Virgin.
I had Virgin in around 5 years ago and they were awful, just like TalkTalk and Tiscali. I had V21 for 2 years then changed to talktalk in July, bad mistake as i spent 2 months offline before reconnecting with v21 then the change over happened. Now and again I will be without the web for a few hours once all weekend but apparently that was because of server upgrades. I am on the 512kb and most of the time I am connected and quite happy with the service.

Customer service was excelent email and phone with V21 non seem existent with Biscit, ive called them and emailed them and no response, and I refrain from paying the premium line nubers especially when I called its was about not being connected over one weekend which is their fault not mine.

"Important V21 Update
November 16, 2006 - We regret the inconvenience you have experienced, which is not of our making.
We are seeking substantial damages from NetServices.

Our parent company has made a free dial up service available to you so that you can continue to send and receive emails and connect to the internet . The dial up number is 08456041190, user name is v21local, and the password is dialup.

V21 customers affected by this dispute will no longer be billed.".... What a bull! They charge me £80 in a month! I felt sick in my tummy and I am glad that I am free from V21.

Now, I am fast.co.uk customer which it is heaven.

No response is the normal response. Their "free" dial up service provided to those of us cut off from V21 broadband caused me to incur a large phone bill. I complained, heard nowt, and am now having to sue them. I have moved provider.

Has anyone managed to obtain a MAC code from Biscit,or even to have their line de-tagged?. If you have please let us in on the secret.
I was a Naims/V21 customer and at the change over in November 2006 I cancelled but Biscit still migrated my line from Netservices over to themselves. To date I still have a TAG on my line.
When is some official body going to get a hold of this company and tell them what they have got to do,OR ELSE.

luckily by the sounds of it i have never been anywhere near this isp biscuit that you are all having problems with, however i have had bad experiebces with wanadoo(orange) and talk talk - nightmare. we have just signed up with fast.co.uk and i can't believe how simple everything has been, i have also not been able to find one bad review about them so this might be worth checking out!!

Success at Last. We too encountered all the problems with Biscit not providing MAC Codes, answering phones etc etc etc. Reported to OfCom, obtaining a reference number. Ofcom were investigating but nothing forthcoming. However, armed with reference number we contacted BT Wholesale on 0800 169 9576 asking that they remove tag on line. They put in the order and 10 days later this was done. (This appeared to be more as a favour than as of right). We have now successfully migrated to OneBill and the future is looking rosy. Good luck.

WellI've received a letter from the CEO Paterson, saying the dial up service was free of charge but use of it was the responsibility of every customer.Under no circumstancees will they compensate customers despite their previous promise to do so, even though they made it dependent on them screwing Net services first.

Truly the avaricious and unacceptable face of British business at its worst.

So that's as clear as mud.

Have today learned from Ofcom that Biscit is signatory to an Agreement administered by CISAS. CISAS accepts complaints from customers and can award compensation if upheld. See www.arbitrators.org/cisas . You may also care to contact Biscit MD Hugh Paterson on email address hpaterson@biscit.net . He does respond - if only to say Biscit has a Policy of not paying compensation - seems at odds with CISAS view of life!

Can I ask Anonymous 23 January 2007.
The letter you received from CEO Paterson, which address did they use at the top.
I received a letter from Robyn Sandler pp. CEO Paterson and the address was 9 HALE LANE, MILL HILL. LONDON NW7 3NU. I posted a reply, together with the cancellation form they asked me to fill in and sent it special delivery. This was returned to me by Royal Mail marked ''addressee has gone away.''
I've seen some delaying tactics, but this so called company takes the BISCIT!!!!!!!!
What they hope to gain by their attitude is beyond everyone apart from the Biscit staff.

I've won my first small claim against them through judgement by default but they have said they will defend my second case so i'm awaiting a hearing date.I am now engaged in trying to obtain payment through the courts as payment in response to the judgement has not happened. They do have two adresses which is confusing

Berkeley House
18-24 High Street
Edgware
HA8 7RP

9 Hale Lane,
Mill Hill,
London NW7 3NU

I have written,E.Mailed,TRIED to phone to get our migration code.They do not even have the decency to reply.We have been without broadband now since October.What do we have to do to get some action taken against this unproffessional group .I hope Ofcom are able to help.There is a list on their website to register your dissatifaction.If anyone out there knows how to get your MAC and back on broadband. PLEASE HELP!!!

I've been chasing a refund now for 5 months and had no luck, just ignored emails and phone calls. The service and technical support is brilliant but the provisioning and customer support is run by muppets.

Latest news is Biscit seem to have gone into administration! My commiserations to anyone still using them, thankfully I was one of those cut off by Netservices.

I have no idea what is going on with Biscit but as per usuall its the customer who is left in the mire. I lost my connection on Sunday 11th March I have no given up with the support after spending 4 seperate hours in a que only to get to the first position and then have the line drop (nice earner) To date there appears to be no way of contacting biscit so I like others I suspect are stranded, no broadband, no mail and a business that is now suffering the effects.

I'm a leased-line v21 customer who has had no Internet access for 5 days now, as well as no emails received. With the news that Biscit has gone into administration, and being unable to contact anyone at either Biscit or v21, I'm left with no alternative but to cancel my payment Direct Debit, and await any backlash for not giving them notice. v21 was fine until they sold out to Biscit, which apparently, was never paid for, leading to a visit from the Bailiffs and the removal of crucial equipment, which I presume is the reason for the offline situation.

Late this morning I lost my broadband link (approx 11;35). This had happened intermittently before for other reasons to do with router reset requirements. BT Wholesale informed me that biscit had ceased trading. Managed to get my dialup connection working and found that they stopped trading last week. Guess what my standing order was paid last Friday and I presume having that verified on Monday morning it was then time to withdraw the service altogether. Beware anyone else who has to pay their standing order from now on. If you can stop it stop it NOW. Typically it takes 2 days fort a bank to stop a SO.

V21 was ok.Biscit are (were) CRAP!!

as a v21 customer i've not been able to receive any e-mails for almost a fortnight, and haven't been able to send e-mails for almost a week. i've contacted biscit by e-mail, requesting a migration code over a week ago and have received no reply -
i tried to phone countless times, and once, decided to stay on hold so could finally speak to somebody.
after 65- sixty-five minutes on hold i was told by a recorded voice, that nobody was available to take my call.
where do i go from here?
i've e-mailed them again this morning, requesting a mac.

similar problems as everyone else with biscit - minor problems with V21 until take over then appalling connections. Now no emails - just got to bite the bullet and switch - make sure you cancell all debits credit cards ect. Rumoured that ISP will go total belly up with no more connections after 12th april - Good Luck (stick you emails onto Google, MSN or Yahoo)

similar problems as everyone else with biscit - minor problems with V21 until take over then appalling connections. Now no emails - just got to bite the bullet and switch - make sure you cancell all debits credit cards ect. Rumoured that ISP will go total belly up with no more connections after 12th april - Good Luck (stick you emails onto Google, MSN or Yahoo)

I have just recieved a quarterly bill from Tesco home phone who I use. £422, £419 of this is the 'free' dial up provided my V21. I have contacted trading standards, ofcom, Otelo and Cisas, and nobody wants to know. I have also tried the O-Bit number 0871 473 0000, which I got from the buscit home page, but this disconnects after 45 seconds. Luckily I had cancelled my direct debit with the bank in November and moved to sky broadband. This still leaves me with a huge phone bill that I cannot pay. Looks like my next step is to contact BBC's watchdog to see if they can help me as I feel let down by everyone. There is nobody to complain to, or even to take to court to re-claim my costs. It's just a total mess. If anyone out there has any ideas, please share them with us. Thanks. Chris.

I have just recieved a quarterly bill from Tesco home phone who I use. £422, £419 of this is the 'free' dial up provided my V21. I have contacted trading standards, ofcom, Otelo and Cisas, and nobody wants to know. I have also tried the O-Bit number 0871 473 0000, which I got from the buscit home page, but this disconnects after 45 seconds. Luckily I had cancelled my direct debit with the bank in November and moved to sky broadband. This still leaves me with a huge phone bill that I cannot pay. Looks like my next step is to contact BBC's watchdog to see if they can help me as I feel let down by everyone. There is nobody to complain to, or even to take to court to re-claim my costs. It's just a total mess. If anyone out there has any ideas, please share them with us. Thanks. Chris.

I have just recieved a quarterly bill from Tesco home phone who I use. £422, £419 of this is the 'free' dial up provided my V21. I have contacted trading standards, ofcom, Otelo and Cisas, and nobody wants to know. I have also tried the O-Bit number 0871 473 0000, which I got from the buscit home page, but this disconnects after 45 seconds. Luckily I had cancelled my direct debit with the bank in November and moved to sky broadband. This still leaves me with a huge phone bill that I cannot pay. Looks like my next step is to contact BBC's watchdog to see if they can help me as I feel let down by everyone. There is nobody to complain to, or even to take to court to re-claim my costs. It's just a total mess. If anyone out there has any ideas, please share them with us. Thanks. Chris.

Avoid EzeeDSL!!!!!!!!!!!!!!!!!!!!!!!!
They "rescued" me from E7even, and I have had no email since. Calling their helpline results in an hour long wait to talk to someone who doesn't have a clue what they are talking about. I have written numerous times - including a recorded delivery solicitor's letter - asking for a mac code to let me migrate away but all correspondence has been ignored.

With the demise of V21 i got moved to EzeeDSL.. OMG how bad are they !! . The worst customer service i have ever seen.. avoid Ezee DSL at all costs !.
They have ignored all requests to get a MAC code , do not respond to emails, letters and if you call them you are stuck on their 0845 line for literally hours.

Has anyone been able to get a MAC code .. if so how .. i need to get away from these cowboys before i pull the rest of my hair out