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