The Editor, Sir:

Over 12 months ago, in response to news media advertisements, I entered into a contractual arrangement with Cable and Wireless, for their Net Speak and ADSL service on a pre-paid home phone line on which I already had fax facilities to my computer.

Coinciding with the end of the one-year contract period which afforded me a Speed Touch ADSL modem, a Net Speak modem with unlimited telephone calls to the USA, Canada, and land-line calls to the UK, Cable and Wireless suspended my service. When I called them, I was told that I could no longer have the ADSL and Net Speak services on my prepaid home phone line. The facilities now had to be on a line on which I pay rent. I protested and reminded them that they had already contracted with me to provide the services on my prepaid home phone line. Their retort was that "that contract had expired two days ago".

transfer

Under duress, I agreed (on the phone) that they should transfer the facilities to my other telephone line on which I pay a monthly rental. They reinstated the service but told me that the transfer would be effected as soon as possible and I would be informed. I left the island on December 20 and returned on January 13, 2008, only to discover that I had no Internet or Net Speak facilities.

After several time-consuming and frustrating calls to Cable and Wireless, I was told that twice during my absence, they had tried to contact me by phone but got no answer, so they "ceased" (their term) the service. Interestingly, there was no message from them on my answering service. Following several other non-productive and exasperating calls, including a visit by a technician to my premises, I was able to access the ADSL service, but no Net Speak. After many other calls, I was able to make overseas calls on the Net Speak device, but alas, no one could get me from overseas. They got recordings which said their calls could not be connected. Subsequently, my overseas callers (to my local land line or cell number), complained that their calls to my Net Speak overseas number all went directly to voice mail.

The saga continues

I was never able to retrieve those messages. The saga continued with C&W for many other distressing days and nights until January 23, when I told them that when they "ceased" my service, they assigned my overseas Net Speak telephone number, which I had been using for over a year, to someone else. They then offered to assign me a new number. I remonstrated in shock and dismay. For, at great expense, my stationary and calling cards all bear my Net Speak overseas telephone number and all my business and personal contracts have it. I am, therefore, insisting that C&W reinstate my number and relieve me of this great distress and potential expense which they have imposed on me.

Furthermore, as if that was not enough, I was also told that going forward, I could no longer make unlimited (24/7) Net Speak overseas calls as was previously contracted, but would be entitled to 1,500 minutes per month. All calls in excess of that limit would attract a charge of $9.99 per minute.

Are there others who are having this experience? Help!

I am, etc.,

HARVEY G. WILLIS

valspaja@cwjamaica.com