timmygcsc2308 wrote on Dec 4^th, 2006 at 3:27pm:


No I would never go to TalkTalk, NTL or Tiscali although actually AOL were quite a good choice for heavy downloaders prior to their acquisition by TalkTalk.  The main companies I would consider as alternative to Freeola and none of whom use 0871 numbers are those top rated for customer support and broadband speed at www.dslzoneuk.net/isp_ratings.php and www.dslzoneuk.net/isp_speed.php?test=8128&month=11&year=2006&submit=View+average...

Also I thought you should know that last week I called UKFSN on their London geographic number and got straight through to Jason who's knowledge about the broadband industry and issues with ADSLMax etc was extremely impressive.  As you know www.ukfsn.org are another reseller of Entanet broadband packages and have been in business a long time in ISP terms but they do not levy the £5 per month additional charge that Freeola makes from Month 4 on (clawing back all the month 1 to 3 artificial discount for anyone merely migrating to them rather than getting a new connection).

As a potential customer of Freeola who lost my custom due to their offputting 0871 numbers and extra £5 levy a month after Month 4 over better priced Entanet suppliers I am quite entitled to give my view.

I can tell you that other good quality ISPs listed at www.dslzoneuk.net are able to offer just as fast a broadband service and just as good customer support without using 0871.  IDNet who are also near top rated for customer support and ADSL Max download speed use 0800 numbers and NewNet use 0845 as do Zen.  Had 0871 been used but the 10p per minute been made clear by Freeola that would be one thing.  To use 0871 and then disgracefully try to play dumb about how it should be described (since its obvious from your own comments that Freeola staff know perfectly well what the costs implications of calling 0871 compared to 0870 are)  is just quite outrageous.

We are talking about blatant breaches of ASA rules and trading standards rules here just so Freeola could put a few more pence per minute in its pocket from calls without many of its customers initially realising (due to the National Rate misdescription which is far more outrageous and unforgiveable on 0871 than 0870).

Speaking of which you remind me to start a thread about Entanet calling its 0870 technical support number on its website National Rate.  But at least Entanet have geographic alternatives in the Unverified database on this site which I have checked and are answered on the very first ring.

There are several other decent quality ISPs with fast connections none of whom use 0871 and some of whom use geographic or 0800 numbers.  So what's Freeola's excuse for using 0871 then and calling it National Rate then until we complained loudly about this being heavily misleading?

timmygcsc2308 wrote on Dec 4^th, 2006 at 3:27pm:
What happens if the very reason you need to contact them is due to having no broadband access?  A quick visit down the library to email them and await their reply!

I personally don't mind if they use premium rate numbers as that is upto each individual company.  However, what I personally object to is the use of these numbers as stealth premium rate numbers.

If Freeola was to use an 09x number charged at 10p/min (the same rate as a call to 0871 from a landline only), then Freeola would get less customers simply because most consumers are aware that 09x numbers are premium rate numbers and that the company called is getting a share of the call costs.

In most cases, this doesn't happen to those using 084x/087x numbers as most consumers think these are charged at either local or national rate and even if they did know how much the call was (in most cases this is doubtful as teleco's don't like to publish these rates) they would never have guessed that the company (and government departments) that use these numbers are actually receiving money from the call just like they would on an 09x number except consumers don't know (in most cases) about the revenue share on 084/087x numbers unlike 09x numbers.

TimmyGCSC, as you have probably already spotted there is little point in speaking up for common-sense on this site.  Even though I have taken the advice in good faith and acted upon it within 24 hours or so, this NGMsGhost is still spitting blood at full whack and is about, I think, to move onto our technical partners and pick a fight with them.

At one point Freeola was plastered across this forum as scammers - that's putting us in the same club (according to the rest of this site) as fraudulent telemarketers and the 'you've won a prize to the caribbean - call our £500 per minute line to claim your prize' brigade. 

Although I disagree with some of the views of the operators and contributors, I fully respect this site and the fact that they feel strong enough about something to want to run it.  However, I can't see that the methods, language and hostility used by certain contributors is going to help them achieve their aims.

How can you seriously justify continuing to shoot a company to bits who has had some quite abusive wording written about them, checked the position and advice given and then acted genuinely and quickly upon that advice?

Anyway, Timmy thank you for your kind words and good luck with whatever you're doing now.

NGM - thanks for the laughs, you are utterly hilarious and the best thing is I don't think you even mean to be!!  I can't wait for the next installment...

Regards,
Danny (GM not MD)

freeola.com wrote on Dec 5^th, 2006 at 12:38am:
And how does your organization continue to justify the use of telephone numbers that treat customers and potential customers with contempt?
If you really do want to extract 10p/min from potential customers calling your sales line, at least be up front about it and use a 10p/min 09 number rather than hiding behind an 0871 number that is poorly regulated and the costs of calling such a number are generally not recognized by many consumers until they receive their phone bill. What is actually that wrong with a geographic number? Why can't you factor in the cost of providing sales and support into your general business costs? Why are UK businesses so uniquely dependent on revenue-generating telephone numbers?

I see an 01279 geographic alternative to Freeola's expensive 0871 technical support number is now available in the Unverified geographic alternatives section of this website's database.

I didn't think that number was there when I checked a few days ago so may be it has been added by a member of Freeola's own staff who does not support the 0871 number phone call scam.

Quote:


I hope as many Freeola customers as possible will now use this alternative 01279 number.  If of course Freeola now changes the geographic number the 0871 directs to then if I was one of Freeola's customers I would change my ISP to either www.ukfsn.org.uk or www.adsl24.co.uk who also provide the same Entanet broadband product at a cheaper monthly price.

Me again, got my phone bill and it was almost £2.80 for my call to Freeola which after the long wait to get an advisor, lasted 30 seconds, so I emailed them asking as a goodwill gesture for them to refund me some or all the charges, to get a reply back saying"thats odd if the line is busy we usually call up our other staff"

I have decided to go for UKFSN or Vivaciti(who I was going for originally but couldnt afford activation fee)

Both have the best reps of the Enta resellers.

Still im only 5 weeks into contract, but you can be assured as soon as month 3 starts they will recieve a  MAC code request

NGMsGhost wrote on Nov 30^th, 2006 at 6:47pm:


I e-mailed them about the misleading description of that number and received only an auto reply  saying they " respond to e-mails within 5 hours or by 10 a.m the following day if received out of hours", (I sent it on 1-12-06),  I have just looked at that page, it now says,  "National variable rate phone line 0870 224 3494".
I have e-mailed them again pointing out that the term "national rate" is prohibited.

Vivaciti have told me they are listing a freephone support number as of this month!

Sounds good to me!