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Re: Help - what do you do when your ISP just ignores you?

 
 
Adrian
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      Aug 21st, 03, 2:47 PM
they wont change your webone address



"Rasman" <> wrote in message
news:...
> If my email address changes, I am changing ISP. The only reason I am here

is
> because of my email address...
>
>
>
> "Rasman" <> wrote in message
> news:...
> > Return-Path: <>
> > Delivered-To:
> > X-Envelope-To: <>
> > Received: (qmail 19122 invoked from network); 21 Aug 2003 10:45:14 -0000
> > Received: from unknown (HELO hotmail.com) (64.4.18.205)
> > by mail.iinet.net.au with SMTP; 21 Aug 2003 10:45:14 -0000
> > Received: from mail pickup service by hotmail.com with Microsoft

SMTPSVC;
> > Thu, 21 Aug 2003 03:45:15 -0700
> > Received: from 210.9.244.160 by law12-oe70.adinternal.hotmail.com with

> DAV;
> > Thu, 21 Aug 2003 10:45:14 +0000
> > X-Originating-IP: [210.9.244.160]
> > X-Originating-Email: []
> > From: "Vince" <>
> > To: <>
> > Subject: test
> > Date: Thu, 21 Aug 2003 20:44:52 +1000
> > MIME-Version: 1.0
> > Content-Type: multipart/alternative;
> > boundary="----=_NextPart_000_0077_01C36825.11FE6830"
> > X-Priority: 3
> > X-MSMail-Priority: Normal
> > X-Mailer: Microsoft Outlook Express 6.00.2800.1106
> > X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1106
> > Message-ID: <Law12->
> > X-OriginalArrivalTime: 21 Aug 2003 10:45:15.0026 (UTC)
> > FILETIME=[4DF56720:01C367D1]
> >
> >
> >
> >
> > "Gordon Williamson" <gjwillATweboneDOTcomDOTau> wrote in message
> > news:...
> > > Dear all,
> > >
> > > I am one of many customers of a Canberra based ISP Webone (which

> > apparently
> > > has been taken over by IINET) who have problems with services not

being
> > > provided and the ISP does not answer telephone calls; does not respond

> to
> > > telephone messages and does not respond to email messages - such as

the
> > one
> > > shown below which was sent over 24 hours ago.
> > >
> > > I am not only upset but feel completely powerless - my business can't
> > > operate and the ISP just simply ignores me. I know that the

> canb.general
> > > and webone.general newsgroups are replete with similar tales of woe.
> > >
> > > Any suggestions as to what I can do (apart from the obvious one of

> finding
> > a
> > > new ISP) would be appreciated.
> > >
> > > Text of email sent Wednesday:-
> > >
> > > Dear WebOne management,
> > >
> > >
> > >
> > > Seeing as though you are not answering phone calls and not returning
> > > messages left on answering machines I am resorting to email to raise

> some
> > > concerns that I have about the way in which you are delivering

> services -
> > > for which I have paid in advance. I would appreciate confirmation

that
> > you
> > > have received this email and a meaningful response by 9.00 am

tomorrow.
> > >
> > >
> > >
> > > Issue 1 - Account Limits
> > >
> > >
> > >
> > > I prepurchased 12 months access on a plan allowing 350 Mb download per

> > month
> > > with a 60% data rollover. This was attractive to me as most months I
> > > download relatively insignificant amounts of data and the rollover

> feature
> > > was useful for those infrequent months where I download significant

> > amounts
> > > of software. Whilst I am sure that your proposed new arrangement

which
> > > increases the monthly allocation to 500 Mb but which discontinues the
> > > rollover capacity is attractive to some users, it is not to me. I do

> not
> > > accept that you have the right to make such a change without my

> agreement
> > > and require that you revert my account to the original terms for the

> > period
> > > for which I prepaid.
> > >
> > >
> > >
> > > Issue 2 - Account Management Tools
> > >
> > >
> > >
> > > One important aspect of WebOne services was the ability to obtain up

to
> > date
> > > usage and account information - including historical data. Those

> services
> > > are integral to effectively managing an internet account. They appear

> to
> > > have been withdrawn within the last week and replaced with some form

of
> > > 'toolbox'. Unfortunately it does not work and I therefore have no

means
> > to
> > > manage the account within its limits. I am sure you would agree that

> this
> > > is untenable and therefore I accept no responsibility for an excess

> usage
> > > for such periods of time as the management tools have been withdrawn.
> > >
> > >
> > >
> > > Issue 3 - HTTP services unavailable
> > >
> > >
> > >
> > > Yesterday, Tuesday 19 August, the only http services available were

> within
> > > Webone's own site between (at least) 9 am and 7 pm. I am unsure of

the
> > > cause of this - particularly given that no-one has responded to the
> > > telephone message I left about 9.00 am yesterday. Leaving aside

> questions
> > > of rudeness, professionalism and poor service for the moment, if it
> > > transpires that this was a failing by WebOne I would request

> compensation
> > > for this extended unavailability of services I have paid for. It

would
> > > appear from newsgroups postings that this is not an isolated

occurrence
> > nor
> > > restricted to that period.
> > >
> > >
> > >
> > > Issue 4 - Website hosting services not provided
> > >
> > >
> > >
> > > WebOne hosts my business website which includes a number of POP email
> > > accounts. Shortly before 8 am today, Wednesday 20 August, I

discovered
> > that
> > > the principal email account (<deleted>) was not accessible. I rang at

> > that
> > > time and left a message on an answering machine requesting a call

back.
> > > Again there has been no response. I paid WebOne for not only the

email
> > > service - which is currently not being delivered - but also as part of

> > that
> > > hosting package for telephone support. You are not delivering those

> > various
> > > services - email being one which is central to my business. (I note

> that
> > > unlike some others, at least my business website is running even if

> no-one
> > > can contact me through it) Again, I seek compensation for this

failure
> in
> > > service delivery.
> > >
> > >
> > >
> > > Issue 5 - IINET email addresses.
> > >
> > >
> > >
> > > This morning I received approximately 185 pieces of SPAM addressed to

> one
> > of
> > > my WebOne logon names with the extension iinet.net.au dated over the

> past
> > > week. To put it more clearly I received at <deleted>@webone.com.au

> mail
> > > addressed to <deleted>@iinet.net.au. Depending on the cause, there are

> two
> > > potential problems with this. One is that I may well have received

mail
> > > intended for some other recipient with there simply being some form of
> > > confusion in the IINET system. The second is that you - without any

> form
> > of
> > > consultation - have decided to create duplicate email addresses for

> WebOne
> > > clients with iinet domains. If it is the former, you have breached

the
> > > privacy of some other person by forwarding their mail to me. If it is

> the
> > > second, then you are inflicting me - without my consent - with

> significant
> > > additional junk mail. I do not accept that. If that is the case I

> > require
> > > you to forthwith desist from this practice and compensate me for the

> time
> > > and other costs involved in downloading and disposing of this crap.

The
> > > question of how bulk emailers might have got hold of such addresses

> raise
> > > some most additional interesting thoughts about the integrity of

IINET's
> > > subscriber records. If I do not receive an appropriate response to

this
> > > issue I will be making a formal complaint to the ACA.
> > >
> > >
> > >
> > > General comments
> > >
> > >
> > >
> > > If from the tenor of this message you feel that I am dissatisfied with

> the
> > > service I am receiving - you are 110% correct. I joined WebOne in

late
> > 1997
> > > or early 1998 on the basis of recommendations from happy customers. I

> > have
> > > regularly recommended WebOne to various people because, until

recently,
> I
> > > was a happy customer. At the moment I feel you are breaching

> contractual
> > > obligations to deliver services which I have paid for. There are

> obvious
> > > legal and business options available to me to resolve these issues if

> you
> > > are incapable or unwilling to deliver those services. In general

terms,
> > you
> > > seem to have lost the customer service ethos upon which WebOne was

> built.
> > > It was a generally reliable and high quality service and when, on very

> > rare
> > > occasions, something went wrong, WebOne were quick to fix the problem,
> > > communicate with their clients and always answer the phone or return

> phone
> > > messages. These do not seem to be so important to IINET. If this is

to
> > be
> > > the standard of service into the future, I suspect you will lose many
> > > current and prospective customers.
> > >
> > >
> > >
> > > As indicated above, I require confirmation of receipt and a meaningful
> > > response to this email by 9.00 am tomorrow.
> > >
> > >
> > >
> > > Regards
> > >
> > >
> > >
> > > Gordon Williamson
> > >
> > >
> > >
> > >
> > >
> > >
> > >
> > >
> > >
> > >
> > >

> >
> >

>
>




 
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