07 June 2006
Mr Mike Read,
Chief
Executive
PIPEX Communications UK
Ltd
Portland Street
Beeston
Nottingham
NG9
2LP
One page by fax only
to: 0115 877 0213
Dear Mr Read
RE: 123-Reg.co.uk: Fault ticket: 1255190: www.tellshell.net
I last spoke to your so called “support” line on Tuesday 30th May. The line rung for some time before anyone answered. On this particular occasion it was answered by Christian. I have spoken to him before.
I asked Christian when the 50p per minute charge commenced. He claimed that it is at the point that the call is answered on a live basis, not when the recorded opening message starts. Can you please confirm by email whether Christian is right on this point? It is an important issue as his claim is at odds with the recorded announcement.
Christian said that there was still no news other than that the problem of the website being down had been passed to another team. Christian’s guess that the site would not become operational again until the beginning of June proved to be correct. The consequences of the site being down for such a long period had serious consequences as an inspection of the site stats will confirm. The site vanished from search engine results.
We have had NO explanation of what happened – just standard emails which have ignored questions posed in my earlier letters to you. I have not received the courtesy of any response from you.
I paid for two lots of extra bandwidth for May but the site never became operational again during May after the payments were taken from my account. Are you going to refund the relevant fees?
What is the bandwidth allowance per month? If I knew I could purchase extra bandwidth before the site is suspended (with the consequential breakdown of the free services I offer and loss of regular visitors). I have never received ANY email warnings of bandwidth exhaustion which123 staff claim are automatically sent out.
Having completely lost confidence in your firm we have in any event started a mirror image site in Canada using the domain name royaldutchshellplc.com. Nonetheless, we would like to keep the 123-Reg.co.uk site going provided we can get some answers to reasonable questions. Do you not care about the service offered to PIPEX clients?
Yours sincerely
Alfred Donovan