Unmetered ISPs leave customers in the dark

Mysterious business practices have left customers of two popular unmetered internet services baffled.

Dundee-based Caledonian Internet last week suspended registration to its unmetered internet service, after its supplier, Ezesurf, also of Dundee, stopped answering phone, fax or email requests. Ironically, Caledonian has itself come under fire from customers who say it is 'impossible' to contact.

Caledonian, which resells Ezesurf's surfsaver package, explained its move in a notice on its website which read: "When there is a problem with sign-up it is almost impossible to resolve. Ezesurf reply to no mail, fax, email or telephone communication and we as a company cannot operate in that environment."

Launched in February, surfsaver was available from Ezesurf and Caledonian. Customers needed to buy a minimum of £39 worth of level C shares in Ezesurf to get free-call unmetered internet access for life.

However, vnunet.com has since received several emails from readers who said that despite signing up to the service over a month ago, they have not received anything nor had feedback from any enquiries.

One reader told us that he registered with Caledonian on 30 June and was told his free-call number would be activated within one week. He has now cancelled his payment after failing to hear from the internet service provider (ISP).

So far, all of vnunet.com's requests for information from both ISPs have been met with silence. All phone and fax messages have been ignored, and emails to both companies have been returned as undeliverable.

Caledonian contacted vnunet.com at the start of June suggesting we add their offer to our Essential guide to unmetered ISPs. The company told us: "The service has been up and running since February this year and is working very well. It is one of the simplest services in the country to access, not requiring any phone diallers or minimum call spend on your phone bill."

The ISP has now said it will no longer promote the Surfsaver package. "Although we at Caledonian Internet Ltd, along with thousands of other individual users, are completely satisfied with the Ezesurf 0808 service when connected, we will no longer be accepting additional user sign-ups on their behalf," said the website notice.

Caledonian has said the decision to discontinue promoting this product will not affect customers who have already signed up.

The Advertising Standards Authority and the Consumers Association have yet to receive any complaints about either Caledonian or Ezesurf. Neither ISP are members of the self-regulating ISP Association.

If you have any information on either Ezesurf or Caledonian, please contact us claire_woffenden@vnu.co.uk