Everything on this page is my personal opinion. If you don't like it then you are obviously free to form your own opinion. You are also free to express your own opinion using your own time and your own funds (i.e. I'm paying for this webspace). My opinion is that Demon Internet are absolute rubbish. If you'd like to know why I think this please read on...
You would think that an ISP (Internet Service Provider) would be keen on keeping customers. In fact you would think that, in common with any self respecting business, they would try their best to satisfy their customers. Especially when said customer has been using their service for over a decade.
Surely that's whole idea of business ? provide a good product/service, please your customers and make money doing it. At least that's they way it should be...
Sadly this is not the case with Demon Internet whose customer service has degenerated to the point that it is utterly appalling, ignorant and downright rude & insulting. So here's why I would thoroughly recommend that you do not choose Demon as your ISP.
This sorry saga started when I helped set up a website for a friend. Having shopped around for hosting deals we found some really good offerings. For instance for about £2.99 a month (plus VAT) Dataflame offer what appears to be a virtual Linux server with 500Gb web space, 20 Gb monthly bandwidth allowance, the ability to host two domains and unlimited email accounts.
Alternatively for about £2.74 a month (plus VAT) UK2.net offer a whopping 1,000 Mb of web space, 200Gb monthly bandwidth allowance, the ability to host up to 10 domains but only 6 pop mailboxes.
Both packages also come with a MySQL database and the ability to run full CGI & PHP scripts. In other words for under a fiver you can get a great deal of web hosting for your money.
Having now set up websites using both providers I can also attest to the fact that they are both good, reliable hosts (and no I'm not being paid to plug them !) Of course there may be even better deals out there but at the time the "price was righ", the deals were what we wanted and we couldn't really be bothered huntiung around further just to save a few pennies.
Like many other "web twits" my ADSL service comes with web hosting where I can write a lod of old rubbish, rant away, make poor attempts at humour, play around with HTML etc. etc. In other words a small untidy part of the internet I can call my own ;)
In my case I am on the Demon "Home Office 800" service which offers you an ADSL connection. a static IP address plus a measly 20Mb of web space on which you can only host static HTML pages. You don't get a database to play with and you are not able to run anything other than the three CGI scripts provided by Demon. The monthly bandwidth allowance is also minimal (sorry I have an email somewhere with details but cannot be bothered to dig it out :)
Demon additionally offer a "cut down" package called "Home 8000" which is £5 a month cheaper than their "Home Office 8000" with the only differences being that you have a dynamic IP address and you don't get the meagre web hosting.
So I initially contacted Demons "customer services" (sic) pointing out how poor the web hosting part of their product was when compared with current market offerings and requested that, if they weren't willing to match the facilities on offer at Dataflame or UK.Net, that they would downgrade me to the "Home 8000" service so I could spend the saved cash with a better hositng provider.
And this is where the "fun" started. Firstly their "customer support" (sic) did their usual trick of not bothering to read my questions, not attempting to answer my questions and instead telling me to read the F.A.Q. Following a further email they then stated it was not possible to downgrade me and that I would have to stop their service then reapply for the "Home 8000" package. A process which would obviously involve me paying another connection fee.
But here came the red rag o the bull ! They replied saying they were pleased that I was happy with their customer service... despite me stating (in SHOUTY CAPITALS) that I was not at all happy with them ! They're clearly illiterate idiots !
At this point I decided I'd simply had enough of their crap. I therefore emailed them on monday 14th May 2007 at 18:29 requesting a MAC as I had decided to move my ADSL service to UKFSN. I also backed this up with a letter sent to their Finchley address. Despite sending this to three seperate Demon email addresses I am *still* waiting for a reply to this email.
Having waited three days and having not received a reply I once again emailed them to remind them that I had requested a MAC and that OFCOM regulations required them to provide me one within 5 working days of my request.
So it's now a full week later (i.e. the 5 days they have to provide me with a MAC have expired) and I've had no reply to my emails. So I duly email them again and whilst I was at it I thought I'd have a laugh by using their "Live Chat" service.
So, for your entertainment, here's a transcript of the live chat session. As you can see their "customer service" (sic) is refusing to give me a MAC and are instead following their script to try and force me to call them on the telephone so they can attempt to talk me out of requesting a MAC. You'll also notice that my initial comment was a "copy & paste" from an email I'd just sent to them and I forgot to edit it down before hitting send. Oh well it's not like I was going to get anywhere with them anyway :)
You will also note that no matter how many times I state my request for a MAC they just flat out refuse to give me one and instead come out with all sorts of what can only be described as stalling tactics.
I must also point out that every single time that I have communicated my wishes to Demon I have clearly and unequivocably stated the following:
This is entirely sufficient to verify that I am the account holder for templeofdin.demon.co.uk.
n.b. This is the exact transcript of the "Live Chat" session. The only changes I have made are to add formatting so it appears on the web in a similar fashion to how it appeared in my browser (i.e. I've added "<Span>" tags etc.). I've also obscured things like my name or account number etc. I have however left in my demon account name as it will be dissapearing as soon as I get my MAC.
Connected To: Demon Text-Chat Live
Ramjet has joined the session
Connected to chat server, an agent will be with you shortly
CustomerService02 has joined the session
Ramjet: Account Number: *My Account Number* Demon Hostname: templeofdin On Monday 14/05/2007 at 18:29:00 I emailed you requesting a MAC (Migration Authorisation Code). You have failed to provide me with said MAC code within 5 days - a clear breach of the OFCOM regulations of February 2007. I am therefore wish to know what your formal complaint procedures are. I am also emailing a copy of this email (with an explanation) and will be asking them to pursue the matter. Please give me my MAC, either by email or by letter, as you are required to do by English law. Thankyou. P.S. I am sending this email to every single public Demon email address as this seems the *ONLY* way to get a response from you. Should it be useful an earlier email from yourselves contained the reference [487317:180208]
CustomerService02: Hello, welcome to Demon Customer Service you are through to Ron
CustomerService02: Thank you, please bear with me while I pull up your account details here
CustomerService02: Thank you for waiting
CustomerService02: I fyou wish to have a MAC code may we request you contact our customer care team. Our Customer Care team can be contacted between the hours of 9.00am - 5.30pm, Monday to Friday on 0800 027 9190
CustomerService02: alternatively we can arrange for a call back on your preffered number
Ramjet: Not I will not contact your customer care I require a MAC.
Ramjet: I am clearly requesting a MAC which you are required by law to provide, please do so.
CustomerService02: we can arrange for a call back on your preffered number, shall we make arrangement to call you on 01253 334831
CustomerService02: I am afraid to state that we at customer service donot have the authority to generate MAC, it is only the customer care team who does
Ramjet: *NO* You may not call me.
Ramjet: I do not care what the inner working of your organisation are. Just arrange for me to have a MAC sent immediately.
Ramjet: If you cannot provide me with a MAC please get your supervisor to take over this session.
CustomerService02: please accept our apologies , as the customer care works only from 9 am to 5:30 pm so I cannot get them to call you now.
CustomerService02: however I certainly can promise a call back tomorrow with the MAC
Ramjet: Put a note on my file that I have requested a MAC, that you have failed to provide me one in clear breach of OFCOM regulations. I am therefore now making a complaint to OFCOM and will be talking to my solicitor.
Ramjet: Please also provide me contact details for your legal representatives.
CustomerService02: we would certainly put a note on the account, may i have your best contact number to get back to you with the mac ,please
Ramjet: And make sure that your supervisor sees the transcript of this session. You will potentially need this in a court of law.
Ramjet: You may either send me the MAC to my email address or you may mail me a hard copy to my home address. You *MAY NOT* telephone regarding this matter as I require written evidence as I reserve the right to pursue you in the courts for your continual refusal to honour my repeated requests for a MAC.
Ramjet: I originally requested a MAC 5 days ago and you *ARE ALREADY* in breach of OFCOM regulations.
CustomerService02: Our Customer Care needs to give you the MAC over the phone, however if you request them to send it over vie e-mail they should do that as well for you
Ramjet: I have clearly stated my request. Please email me a MAC as soon as possible, back this up with a written reply and do so today. You are in breach of OFCOM regulations. PLease pass this session up to a supervisor.
Ramjet: Please get your supervisor to read this session then read the OFCOM regulations athttp://www.broadbandchoices.co.uk/new-broadband-switching-rules-from-ofcom.html
Ramjet: Have you sent me my MAC code yet ?
CustomerService02: I am afraid We cannot generate a MAC today, we have only two options, 1. you calling the customer Care tomorrow and getting the MAC and ask them to send it via e-mail 2. we calling you and giving the MAC and sending the e-mail.
Ramjet: Have you sent me my MAC code yet ?
CustomerService02: I am afraird to state that I donot have any note of sending you the MAC today, we certainly can do it tomorrow
Ramjet: Quote from OFCOM "Your broadband provider must supply a MAC on request within five working days, along with its expiry date, and must not charge for this service". Have you sent my my MAC yet ?
Ramjet: Have you sent me my MAC yet ?
CustomerService02: I am afraird to state that I donot have any note of sending you the MAC today, we certainly can do it tomorrow.
Ramjet: Has your supervisor seen this session yet ?
Ramjet: Oh, and have you sent my my MAC yet ?
CustomerService02: I am afraid to state that my supervisor is busy attending to another customer now
CustomerService02: If you provide me with your contact number I can promise you a call back with the MAC tomorrow.
CustomerService02: and also I can promise to send you the MAC code via e-mail following to the conversation
Ramjet: Sorry you're *NOT* listening. You can't call me. Have you emailed me my MAC yet ?
Ramjet: I've just checked my inbox and there's no MAC there yet. Have you sent it yet ?
CustomerService02: If you provide me with your contact number I can promise you a call back with the MAC tomorrow and also I can promise to send you the MAC code via e-mail following to the conversation.
Ramjet: I've really got better things to do that keep on repeating myself. Have you sent my my MAC yet ?
CustomerService02: If you provide me with your contact number I can promise you a call back with the MAC tomorrow and also I can promise to send you the MAC code via e-mail following to the conversation.
Ramjet: No you cannot call me, No I will not waste any more time speaking to you. Have you sent me my MAC yet ?
CustomerService02: If you provide me with your contact number I can promise you a call back with the MAC tomorrow and also I can promise to send you the MAC code via e-mail following to the conversation.
Ramjet: The transcript of this converstaion is going to look really funny when it's published on the web, in the local paper and on various forums, etc. etc. Oh, have you sent me my MAC yet ?
CustomerService02: If you provide me with your contact number I can promise you a call back with the MAC tomorrow and also I can promise to send you the MAC code via e-mail following to the conversation.
Ramjet: So have you sent me my MAC yet ?
Ramjet: Have you sent me my MAC yet ?
CustomerService02: I am afraid Customer Care is closed for the day and they are the department responsible to generate MAC. I can get them call you tomorrow and give you the MAC and can also get it send to you via e-mail tomorrow
Ramjet: It's quite clear that you're refusing to arrange for me to receive a MAC and I'm now bored with this game. So unless I get an email tomorrow stating my MAC I'll just leave it with OFCOM to sort out. Thanks for playing and for also demonstrating exactly why I'm leaving Demon. Oh and have you sent me my MAC yet ?
CustomerService02: Please help me with your contact number to arrange a call back from the cancellation team to give you the MAC
CustomerService02: If you are trying to respond to my queries, I am currently unable to see those responses, and so would advise you to either try TextChat again, or contact us by phone. This session will close in 2 minutes if no responses are received. Thank you.
Ramjet: Please Email me a MAC thankyou.
CustomerService02: We have clearly stated our option to you and the procedure to be followed. Adherence to it would be most appriciated
CustomerService02: In light of the above may i have your contact number please
Ramjet: I have clearly stated my wishes are you have not honoured them. I want you to email me a MAC or send me one by post. I *AM NOT* willing to waste my time talking to you on the telephne. You *MAY NOT* have my contact number. You are clearly refusing to issue me with a MAC and are attempting to stall me with requests to call you so you can attempt to keep me as a customer. I require one thing. A MAC either by email or letter if your next rtesponse is not that you will arrange for this to be issued a.s.a.p. I will take this to mean that you ahave point blank refused to honour my request for a MAC. Thankyou.
CustomerService02: If you are trying to respond to my queries, I am currently unable to see those responses, and so would advise you to either try TextChat again, or contact us by phone. This session will close in 2 minutes if no responses are received. Thank you.
Unfortunately at this point I had to leave the house as my mate had arrived at the door and we were off to the pub. My original intent was to keep copy and pasting "Have you sent me a MAC yet ?" for a further hour or so but I hadn't realised how late it had got. I must say though that it had already got thoroughly, thoroughly boring by this point anyway with me getting the feeling that I was actually talking to Jabberwacky (try it, and don't forget to ask about the Wombles & Uncle Bulgaria etc.) .
So it's now 24 May 2007 and I have sent emails to all the Demon and Thus contact addresses I can find requesting a MAC. For further entertainment I am now faxing them (on the number provided in the chat session) on the hour, every hour, requesting a MAC.
Just to reiterate the point. In every single instance that I have communicated my wishes to Demon I have stated the following:
Anyway by now I've been in to work and, much to their amusement, have shown my colleagues the story so far. So in a spirit of providing further entertainmennt I decided to try the "Live Chat" again. Quite an entertaining way to waste an hour and a halfs worth of lunch time...
Having got nowhere with yesterdays "conversation" with "customer support" I decided to try their technical support. I wasn't really expecting much difference annd I was proved right. Anyway here's the second installment of our popular show "hitting you head against a brick wall" !
Once again this is the exact transcript of the "Live Chat" session. The only changes I have made are to add formatting so it appears on the web in a similar fashion to how it appeared in my browser (i.e. I've added "<Span>" tags etc.) and to obscure my actual name, phone number and address (I get enough spam already thanks). I've left the demon email address in then for the moment as it'll be dissapearing as soon as I get my MAC.
Connected To: Demon Text-Chat Live
Ramjet has joined the session
Connected to chat server, an agent will be with you shortly
Clarke has joined the session
Ramjet: (Broadband connection) My Account Number: *My Account Number*. My Demon Hostname: templeofdin. Please send me a MAC. I have been requesting a MAC since 14/05/2007. Please honour this request.
Clarke: Hello, welcome to Demon Helpdesk, you are through to Clarke. Please bear with me while I pull up the records for you.
Ramjet: Please provide me with a MAC so I can switch to UKFSN. I am not willing to telephone you and I am not willing for you to telephone me. Please supply me with a MAC now.
Clarke: We will require you to contact our customer care team to obtain a mac code.
Clarke: Our customer care team can be contacted between the hours of 9.00am - 5.30pm, Monday to Friday on 0800 027 9190.
Ramjet: Please provide me with a MAC.
Ramjet: Please read what I write and understand it. I *AM NOT* calling your customer care. Please provide me with a MAC.
Ramjet: Please escalate this request. I require a MAC *NOW*.
Clarke: Unfirtunately, I am unable to provide the MAC code at this helpdesk. If you could contact our customer care team they will be in better position to assist you in this regard. As you have reached technical helpdesk team I am unable to assist you in ths regard.
Ramjet: Please provide me with a MAC.
Ramjet: Please araange for a MAC to be immediately sent to ramjet@templeofdin.demon.co.uk. If you cannot peronally do this please ask your supervisor to take over this session.
Clarke: We cannot generate the MAC code at this helpdesk. Please contact Customer care team I assure you that they will assist you in this regard.
Ramjet: Have you sent me a MAC yet ?
Ramjet: You may pass on ths request to your customer support team. Have you sent me a MAC yet ?
Ramjet: [BUMP] Have you sent me a MAC yet ?
Clarke: I have checked with customer service department, who is reveiwing your request regarding MAC code and as per their advise I assure you that the MAc code will be sent to you within an hour.
Ramjet: [BUMP] Have you sent me a MAC yet ? I'll be staying on this channel until I see the MAC appear in my inbox.
Clarke: I'm afraid this wouldnt be helpful as it would deprive other customers from using the chat facility
Clarke: I require your co operation to resolve this matter
Ramjet: [BUMP] I'm Still waiting for my MAC.
Clarke: we have requested you to contact the Cancellations Team and have also requested for your contact number to arr ange a callback for you to which you have refused
Clarke: I may have no other option but to discontinue this chat
Ramjet: I have written to you, I have emailed you & I have faxed you. It is 10 days since I first requested a MAC. Your customer service is utterly appaling and downright rude. I will be staying in this channel until a MAC appears in my inbox. I will also be posting the log of this session to my web page. I am also speaking to my solicitor with a view to issuing court proceedings. I am also making a complaint to OFCOM. Please sennd me my MAC.
Ramjet: Hve you sent me a MAC yet ?
Ramjet: if you require any identifaction from me please ask for it now. I require a MAC and under thhe OFCOM regulations of 2007 your are legally required to give me a MAC within 5 working days. It is now 10 days since I first requested a MAC. Please provide me with a MAC now.
Ramjet: Please comply with your legal requirements as an ISP by providing me with the MAC that I requested on 14/05/2007.
Ramjet: My account numer is *My Account Number*
Ramjet: My demon hostname is templeofdin
Ramjet: The land lineassociated with my account is *My Telephone Number*
Clarke: The MAC can not be generated so fast. If the request is considered as per terms and conditions, we will send you the MAC asap. However if you wish to have the MAC quicker, you can contact the Cancellations Team on their direct no 0800 027 9190 and obtain the MAC. Having gone through notes, I understand the delay for generating the MAC has been due to you non cooperation. I would request you to contact the Custyomer service who deals with such matters. I can also transfer this chat to a Customer service advisor.
Ramjet: I am *My Name* of *My Address*.
Ramjet: You can contact your cancellations team for me. I require a MAC. I have provided you with all the information you require to issue me a MAC.
Ramjet: Please comply with your legal requirements as an ISP by providing me with the MAC that I initially requested on 14/05/2007.
Ramjet: Please comply with your legal requirements as an ISP by providing me with the MAC that I requested on 14/05/2007
Ramjet: This is thhe second live chat session in which I have requested a MAC and whilst your stalling tactics are quite funny (in a pathetic way) you are in clear breach of OFCOM regulations. So please confirm that a MAC will be issued by close of business today.
Ramjet: I am *NOT* going to call you, have have *ALL* the inforamtion you require so please simply confirm that Demon will be sending me a MAC today.
Ramjet: Additionally I have also just sent you another fax to your Finchley address asking for a MAC. This is the 6th fax I have sent today.
Clarke: I understand your frustration. However you have reached the wrong department where I cannot assist you in this regard. If you could contact custoemr service concerning the same they would be some of assistance for you. As we do not have any access for this request I have to regretly inform you that I can't assist you in this regard. I aprreciate your co operation in understanding this matter.
Ramjet: Are you beginning to get the point that I am a totally dissatisifed customer who requires a MAC so I cann move my account to UKFSN ? There is nothing further to be said. Demon are a complete waste of time. Please confirm that a MAC will be issued today.
Clarke: I understand your frustration. However you have reached the wrong department where I cannot assist you in this regard. If you could contact custoemr service concerning the same they would be some of assistance for you. As we do not have any access for this request I have to regretly inform you that I can't assist you in this regard. I aprreciate your co operation in understanding this matter.
Ramjet: Please arrange for me to receive a MAC by close of business today. Please also ask your Finchley staff to look at their fax machine where they will find 6 copies of my fax requesting a MAC.
Ramjet: You are a representative of Demon internet and I am making a clear request that I want a MAC. Please arrange for this to be done now. Do not try and stall me any ore. Irequire a MAC.
Ramjet: Please comply with your legal requirements as an ISP by providing me with the MAC that I requested on 14/05/2007.
Clarke: Please confirm if you are able to give me your contact number for the MAC ?
Clarke: if you are unable to provide me with your contact number to arrange a callback, I am unable to assist you here
Ramjet: My number on which ADSL is installed is 01253 883858. You may not contact me on this number as there is no phone attached. You may not contact me by telephone. Please provide me with the MAC thhat I requested on 14/05/2007. I have already written, emailed annd faxed you several times. This live chat is simply evidence gathering to prove that Demon are totally unwilling to give me the MAC that I have requested - depite this bwing a clear breach of OFCOM regulations. pease either confirm thhat a MAC will be issued by close of business today or provide me with contact details of your legal representatives. Thankyou.
Ramjet: So you are refusing to issue me withh a MAC ?
Clarke: We are not refusing to issue the MAC code. However we require your co opertaion to issue MAC code. without your co operation we are unable to process the request.
Ramjet: You *ARE* refusing to issue me with a MAC. I have clearly stated that is what I require. I have stated my request by email, letter and fax. Several times each. I have provided all the information you require and I *WILL NOT* telephone you to be fgiven a further runaround. I require a MAC by close of business today. Please confirm that this will be provided.
Clarke: I have passed your request an advise to customer service department who has persude this matter with the cancellation team. You will appreciate that we will have to follow laid out procedure defined by the company and terms and conditions between you and Demon.
Ramjet: Have you made a note on my account stating that I requested a MAC on 14/05/2007 ? If not please do so and escalate this incident to your supervisors.
Ramjet: Until you confirm that a MAC will be issued by close of business today I will be staying in this channel annd will endlesslly restate my request. Please confirm that you will send me A MAC by close of business today.
Ramjet: Please confirm that my account has been marked as "MAC requested 14/05/2007". Please also provide me with contact details for Demons legal representatives. If you do not know these details please pass my request to your supervisor.
Clarke: As informed earlier to you, I acnnot confirm this to you. However I can offer to transfer this chat to the customer servcie team who may be able to assist you .
Ramjet: Please do so. I require a MAC and will be staying in this channel until a representative of Demon confirm that one will be issued by close of business today.
Clarke: Please bear with me while I transfer this chat to customer servcie team. Clarke has left the session Nathan has joined the session
Nathan: Hello, welcome to Demon Customer Service you are through to Nathan.
Ramjet: My Account Number: *My Account Number*. My Demon Hostname: templeofdin. Please send me a MAC. I have been requesting a MAC since 14/05/2007. Please honour this request.
Nathan: Please be online while I go through the conversations.
Nathan: Thanks for being online.
Nathan: I would like to inform that it is not possible for us to e-mail the MAC code to our customers.
Nathan: The MAC code will be generated by our Cancellations team.
Nathan: May I request you to provide your contact number so that the MAC Code can be provided to you at the earliest.
Nathan: I will forward your contact number to the Cancellations team who will contact you at the earliest with the MAC code.
Ramjet: Please comply with the OFCOM regulations of february 2007 by supplying me with the MAC code I initially requested on 14/05/2007. Please confirm that you will issue me with a MAC by close of business today (24/05/2007). I *WILL NOT* be ringing your customer care team, you have all the details you need both in electronic and in written form.
Ramjet: Are you refusing to issue me with a MAC as I have stated in writing, by email and by fax ?
Ramjet: I do not require wasting time *talking* to your customer care (sic) teamm. I require you to confirma that a MAC will be issued by close of business today. Please confirm this will be done.
Nathan: I would like to inform that Demon is not refusing to provide the MAC code. If you co-operate with us and provide the contact number, the MAC code will be provided to you at the earliest.
Ramjet: If you do not confirm that you will send me a MAC this is a clear breach of OFCOM regulations. Please comply with OFCOM regulations and provide me with a MAC code. Please confirm this will be done by close of business today.
Nathan: I once again confirm that it is not possible to send the MAC Code through e-mail.
Ramjet: Your attempts to stall me are frankly pathetic. Please confirm that a MAC will be provided by close of busoness today. Failure to do so is a clear refusal to comply with OFOMC regulations.
Nathan: Please either contact our Cancellations team or provide a contact number so that our Cancellations team can give you the MAC code.
Nathan: If you wish to dispute this, please write to Demon at:
Nathan: Demon Gateway House 322 Regents Park Road Finchley London N3 2QQ Fax: 01702 214651
Ramjet: Pleas confirm that you will honour my request by confirming that a MAC will be issued by close of business today.
Nathan: I will not be able to progress further if you are not willing to co-operate with me.
Ramjet: Please confirm that a MAC wil be issued by close of business today.
Nathan: Please provide me a contact number so that we can provide a MAC code at the earliest.
Ramjet: Please confirm that a MAC wil be issued by close of business today.
Nathan: I regret to inform that it is not possible to provide the MAC code through e-mail.
Ramjet: Please confirm that a MAC wil be issued by close of business today. You already have all the information you require.
Nathan: Please contact our Customer Care team for the MAC code.
Ramjet: Please confirm that a MAC wil be issued by close of business today. You already have all the information you require.
Nathan: I regret to inform that it is not possible to provide the MAC code through e-mail.
Ramjet: Please confirm that a MAC wil be issued by close of business today. You may send the MAC by letter. You already have all the information you require.
Nathan: If you provide a contact number, the cancellations team can contact you at the earliest with the MAC code.
Ramjet: Please confirm that a MAC wil be issued by close of business today. You already have all the information you require. Your continued refusal to comply with the OFCOM regulations is rather sad.
Nathan: I can see from the notes on your account that your concern has already been passed to the Cancellations team who will contact you at the earliest.
Ramjet: Please confirm that a MAC wil be issued by close of business today. You may send me an email, or write me a letter giving me a MAC. You already have all the information you require. Please bring your supervisor into this conversation.
Nathan: Please be online while I transfer this Text Chat to my Supervisor. Nathan has left the session Neil has joined the session
Ramjet: Please confirm that a MAC wil be issued by close of business today. You may send me an email, or write me a letter giving me a MAC as I first requested on 14/05/2007. You already have all the information you require. If you are unable to comply with this request please pass this chat session to your supervisor.
Neil: Hi there
Neil: I have gone through your enquiry and have read through the previous notes. I am aware of the situation and would like to assure you that your request for the MAC has been passed to the Cancellation Team today
Ramjet: Please confirm that a MAC wil be issued by close of business today.
Neil: I can not confirm that as I , we do not generate MAC here. Your request has been sent to the Cancellation Team on priority
Neil: for security reasons, MACs are not send through email which is why we could not process this
Neil: Is there anything else I can assist you with?
Ramjet: Thankyou. I shall be taking up this issue with OFCOM and will be providing a full trannscript of this chat session, yesterdays chat session plus copies of all emails, faxes and letters. I will be requesting that OFCOM take punitive sanctions against Demon internet. I will also be documenting how shoddily you treat your cusomters on my web site and viaany ADSL forums I can find. Your cusomter service is *THE* worst I have ever experienced.
Neil: I am sorry you feel this way. I wish I were able to assist you further. All the chats and emails have also been documented on your accounts notes for reference
Neil: I have personally passed your request for the MAC to the Cancellation Team
Ramjet: Excellent I am sure OFCOM will be taking a keen interest as you have clearly breached the regulations of february 2007 by taking 10 days to honour my written request for a MAC. See http://www.ofcom.org.uk/media/news/2006/12/nr_20061213 for details.
Neil: we have not denied you the MAC. It is generated immediately on request by a customer. However we can not compromise on security of such information. If you contact the Cancellation they would generate it immediately. However I understand you are not happy to be contacted by them or to contact them on their number
Neil: Please see our web site link: http://www.demon.net/helpdesk/youraccount/cancelaccount/# /Demon/helpdesk/youraccount/cancelaccount/03howcaniobtain.html
Neil: or http://www.demon.net/helpdesk/youraccount/cancelaccount/
Neil: hello, are you still there? Please confirm if you have received my texts
Neil: If you are trying to respond to my queries, I am currently unable to see those responses, and so would advise you to either try TextChat again, or contact us by phone. This session will close in 2 minutes if no responses are received. Thank you.
Neil has left the sessionOh I get it, contacting Demon by their published contact addresses isn't enough. I have to jump through some extra hoops to actually get some customer service. How remiss of me not to have realised this ! And here was me thinking I could simply, clearly and unequivocably state my wishes and they would then provide me with customer service ! My what a fool I am ;)
So... the big question is will I finally get a MAC... 10 days after initially requesting one ? As of 17:41 on thursday 24th May 2007 I have still not received an email to tell me a MAC is on the way. But the moral of the story is quite simple...
Well it's now the 25th May 2007 and, just after lunch, I finally receive an email from Demon containing a MAC (despite their customer service telling me they never send them out by email). So now I'm off to the UKFSN website to start the migration ball rolling.
So I can only finish by offering this advice. Do not choose Demon as your I.S.P. Their customer support is simply *AWFUL*. Clueless, ignorant and obstructive. In contrast UKFSN have answered my emails promptly, they've answered the questions I've actually asked and have been polite, friendly and helpful. Just like Demon used to be before Thus took over the company. Of course this could be because I'm not yet a customer but a colleague who uses them as his ISP says that's how they are at all times.
Once upon a time Demon were an excellent ISP with excellent speed and uptimes and truly excellent, friendly, knowledgable technicians. Then Thus bought "the brand" and moved support to offshore call centres. From this point onwards Demon started to rot away... Demons "customer support" (sic) is now utterly worthless. You might as well talk to a brick wall than try to get any support from them.
And in case you're wondering... why yes, I am a cantankerous, bad tempered old git ! Now GET OFF MY LAWN you pesky whippersnappers :)
* Demons customer service is awful *