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7 posts

Wannabe Geek


Topic # 6670 14-Feb-2006 12:46
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Hi,

In early February 2005, I signed up with Reach Wireless and took advantage of their 2Mbps, $75 a month uncapped package. This worked flawlessly until 9th January this year when their internet provision stopped. Their RADIUS verification server stopped working and I could not access their servers.

I called their helpdesk who advised me that it would be back online a week later, the excessive downtime was needed because of the severity of the problem. However, the 16th came around and the service had not resumed, so I called again. Once more, I was advised that they were having problems, this time probably requiring a rebuild of the entire network. They then advised a further week would be required.

On the 23rd, I attempted to call their helpdesk, but got no reply, either in office hours or otherwise. I then attempted to mail their support e-mail address, but the e-mail asking to have my service cancelled was bounced back to me saying that their inbox was full. I have written to them via snail mail, but have not received a reply for a week now.

I am now trying to get my credit card company to block further payments to them, but this is proving problematic, even though on the 13th January, they took another payment of $75 from my credit card for a month's internet access that I still have not received!

Reach Wireless' website (www.reachwireless.co.nz) is still active and as far as I can tell, you can still sign up for their non-existent service. The reasons for posting this is two-fold; as a cautionary notice to not sign up with this highly unreliable company and secondly, to ask if anyone knows who I should contact to try and get this problem investigated? Is there such as thing as an ombudsman or regulatory commission for ISPs in NZ?

All help greatly appreciated!

Thanks,
Steve

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298 posts

Ultimate Geek
+1 received by user: 5


Reply # 28409 14-Feb-2006 13:06
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I rang their 0800 line and got someone, I just talked like I was a potential customer, apprently they had to shut their service down to re-evaulate what they are going to do... You and I both know what that means..
It seems the network issues were just excuses..

So your best course of action would probably be to ring them for a refund, if that doesn't get you anywhere then contact the commerce commission www.comcom.govt.nz

They don't seem to be a member of the ISP Association of NZ so they can't do much..

cheers




My opinions and ideas expressed in posts are solely my own and do not reflect the views of my employer in any way..


358 posts

Ultimate Geek
+1 received by user: 6


Reply # 28410 14-Feb-2006 13:09
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Just rung 0800 888 007 and spoke to some guy who said that their services have been suspended and are not going to offer any more new connections, while looking at their business model...

No more reach



7 posts

Wannabe Geek


Reply # 28411 14-Feb-2006 13:12
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Thanks for the quick response and the calls! I have written to the company to ask for a refund, but have not received a response. This is a much more formal way of acquiring the refund, but I might give the 0800 number another try.

I still find it disgusting that they blatantly know they're out of business, but they're happy to leave their website up as if nothing's wrong!



7 posts

Wannabe Geek


Reply # 28414 14-Feb-2006 13:26
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I finally got through to the helpdesk and told them I wanted to cancel the service. They didn't mention that the service was no longer running and also denied all knowledge of my written communication.

I then told them I'd e-mailed but that the inbox was full. They then got someone to check the inbox to see if it was full, so obviously they're not checking that!

They did agree to give me a refund, but told me they were'nt the ones who would cancel the payments, I'd do that with my credit card provider. My credit card provider told me the opposite!

I think I'll stick with my nice, new shiny Slingshot account where I get 53Gb a month @ 2Mbps for the same $75 I paid to Reach, but with actual reliable service!!

R.I.P. Reach Wireless...

1420 posts

Uber Geek

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Reply # 28415 14-Feb-2006 13:31
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According the companies office Reach is majority owned (75%) by Magpie Investments which in turn is majority owned by:

FOSS, Craig
Peach Gully, Rd 12, Havelock North

And wouldn't you know it Mr Foss is the National MP for Tukituki.
bad MP

You can send him an email at: craig.foss [at] national.org.nz

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