LibertySurf suspends net access sign-up

LibertySurf has stopped selling its unmetered internet access service after network congestion and a jammed helpline left customers frustrated.

The pan-European internet service provider, a joint venture between Kingfisher and the Arnault Group, launched its unmetered internet access service on 12 May, distributing dial-up software in Comet and MVC stores across the UK. As well as unmetered access, its big selling point is a free helpine. However, the line has been unable to cope with demand.

Following what it described today as "exceptionally high level of demand" for the service, LibertySurf has decided to "temporarily withhold the product from its stockists until its helpline capacity has increased to a satisfactory level".

Customers have contacted vnunet.com to complain of problems connecting to the service and receiving help from the free 24 hour technical support 0800 line. vnunet.com's attempts to access the helpline were also met with engaged tones.

"For at least three hours [Tuesday] night, the free unmetered connection to LibertySurf was constantly engaged, requiring subscribers to use the local rate number instead," said Paul Hearne, a sales and marketing director, who emailed vnunet.com using a different ISP. "Added to this the 24 technical support that is promised was unobtainable for the evening."

Another reader told vnunet.com that since setting up his account he has had very little success connecting to the service and the technical support.

LibertySurf said it has taken action to ensure the needs of existing customers are satisfied and said it will offer compensation to users. Existing customers will be given an extra month to their subscription, giving them 13 months instead of 12 months unmetered access.

Customers will also be offered a full refund if they decide not to continue with the service, the ISP said.

Paul Myers, managing director at LibertySurf, said: "There are currently some 45,000 customers online with LibertySurf. However, our 24/7 free customer technical support helpline received a significantly higher level of calls than we anticipated. This has created a backlog of calls for customers who need help.

"Clearly, the fact that our helpline is free and not charged at a premium rate has prompted many more people than normal to use the technical support service. We apologise unreservedly for the inconvenience and frustration this has caused to some of our customers."

LibertySurf said it has now increased the number of staff on its free technical support line to help customers, and is confident the majority of its customers are satisfied and are getting an effective service.

The LibertySurf CD will be back on sale once problems have been rectified, the company said.