e7even

[KARL]

Is there anyone out there who has recently had a response from their Customer Services ? I have been trying from time to time for weeks - the standard (automated) response is that they will but they never have. They have had technical difficulties with their services since attempting an upgrade in late December and then they screwed up the changeover advice given to me. That I might forgive, but not having any communications is downright bad. My subscription is about to run out but they promised to compensate (presumably by free subscription time, as in the past when it went down) for the naff service, and I simply want to know what is going on regarding my deadline and the service generally.

[dodgyshirt]

Have a look here

[islandman]

or you could look here

http://bbs.adslguide.org.uk/postlist.php?Cat=&Board=e7even

Having said that, I too am with e7even and I'm keeping my fingers crossed. You say that your contract is about to expire. My advice would be to seek an alternative, at least you've had your monies worth. I have eighteen months to go, but so far !!!!!!!!!!

[oldscouser]

E7even sent out the following email on 28/12/2005:

Between the 28th December 2005 and 4th January 2006 we will be completing the final stages of the long planned network upgrades and migration to the new distributed E7even network.

The move to the distributed network will ensure improved performance for all customers and provide further safeguards against potential network failures in the future.

Please note that you will need to change the username that you currently use for logging in on your ADSL modem or router to "username"@e7broadband.com, all other settings remain the same. This change should not be made until your broadband connection actually stops functioning, indicating that your connection has been moved from the old to the new network. Once you have made this change, save your modem/router settings and reboot the modem/router.

In essence E7 changed the log-on from "username"@e7even.com to "username"@e7broadband.com

If you missed the email before E7 changed the log-on code then you will not know what has happened, or why you cannot get a connection.

This change was clearly well thought out and we should all take comfort from the knowledge it was done to 'improve performance for all customers and provide further safeguards against potential network failures'. Ha.

[KARL]

Yes, indeed - I am on ADSL by trying out alternative formats for username (no thanks to e7even who, as you correctly say, did not notify with the correct new username but instead gave an incorrect one). But what I would like is to have some customer care to hear from them what they are saying now, although I note that the status board has a couple of new entries since I posted this question. These entries make some sense and one might hope that they will eventually actually overcome the blockage - time will tell. No doubt others have suffered as I have but it is now for e7even to regain confidence, at least by better communications to start with.

[oldscouser]

Hi Karl,
On the 26/12/05 a supply voltage surge fried my modem - it took me a day to realise this. On ringing E7 technical help I got the message that they were closed until 3/1/06. So I bought a new Netgear modem/router. Of course I didn't know E7 had changed the log-on format on 28/12/05 and as it turned out I didn't have all the configuration settings for the new modem. Like you I could not contact E7 tech help or E7 customer services in early January.

In the end (mid-Jan) I posted a technical query via the E7 website and requested a reply to my email account at work. It took them about 2 weeks to reply, but I got the info I needed to configure the new modem and the vital info that the log-on format had changed from e7even.com to e7broadband.com. When my connection was restored I received the E7 email of the 28/12/05 advising the change to the log-on protocol.

I guess that the E7 telephone tech help was swamped due to the chaos caused by the changeover. Try submitting a written query via the wesite. Good luck.