I have been with Demon since 2000, in the old dial-up days. There weren't that many providers around then, and they Demon were quite good, with UK-based tech support. Like many other reviewers have noted, how things are changed. If I were to say they were absolutely useless it would be accurate. I run a small business from home and the number of outages over the past few months have been considerable. Nevertheless I was conscious of the aggro in changing ISP, so stayed with them. Also, after being with an ISP for over ten years, you feel like being loyal to them. The staff at their tech support facility somewhere in India were always helpful but it was usually a big effort to get things resolved with many hours spent on the phone. In mid-February 2011 service went out for three days, then on and off for days at a time. In the end they blamed my router, and suggested I bought another one. That didnt work (of course) so when they suggested that I bought a third router THAT WAS IT....
It is not as if their charges are sensible either. You can get better deals from nearly everyone else. Demon had the cheek to charge me £130 per year for hosting our small website. Most others include it in their package. In the end I chose PlusNet because of recommendations from friends and customers and so far so good - at half the annual cost.
Not that the transition to PlusNet has been smooth. To say that Demon dragged their feet over the changeover would be a gross understatement. Not until several faxes and help from Nominet did I get them to transfer the domain.
Stay away, unless you want aggro at a premium price.
Agree totally with your views on Demon - Many years ago was a excellent company to deal with - how times have changed. They now (in my opinion) provide a terrible service. I have used Otelo in attempts to resolve issues with Demon. Remember Otleo is an organisation representing the ISPs and as such it's the industry policing itself. In my view they do nothing more than provide lip service to dealing with serious complaints about ISPs.But best of luck
Been using their home broadband package for over five years and since the upgrade to ADSL2+ there have been nothing but problems.Connection regularly drops to 1 meg or below, have to reboot my router to increase the speeds. Call centre haven't got a clue that's if you get through. Before the ADSL2+ upgrade was getting 2.5 meg, after upgrade was getting 3.7 meg, now I'm getting 1 meg if I'm lucky. Their response - It's my line and to ensure consistency they have set my speed to 1 meg. Ultimately their response is "Sorry Mrs but to shut you up we are telling you the crapiest speed you can get with your problem is the speed we have set it to, so get on with it and stop bothering us."I will be contacting the ombudsman, which for information is Otelo www.otelo.org.uk.
Very poor quality ISP. They used to be good, back when the internet was first getting popular. Now they haven't got a clue. It seems particularly bad since they were sold to Thus.
About 3-4 times a month my connection is lost for a few hours. Terrible if you're trying to work from home. Browsing the internet becomes a painful experience, as you wait for the brief moments when it works. The speed is awful and nowhere near what is advertised. They have a 50gb download limit, which isn't too bad, but with the speed available I doubt you could reach this even if you tried.
Calls to customer service will put you through to a call centre in India. And not a good one either, their accents are pretty bad for starters and they use typical delaying tactics whilst talking to you like you're an idiot.
I don't recommend this company at all. Just have a quick search on google for Demon Internet poor connection, slow, or the like, and you'll see countless people complaining.
Demon internet is terrible.
We have put up with them for 4 years and I wish I migrated away from them sooner.
We were on their Business 2000 (up to 2MB ADSL) package which is, as it says, designed for businesses. Most of the time it was comparable to dial-up and we had to reboot our router most days to get a connection at all.
Sometimes downloading was OK but general internet browsing was horrific.
We told them we were going to leave and they gave us a free upgrade to Business 8000 (up to 8mb ADSL) £40 per month, which is a rip off anyway.
We thought we'd give them a try and it was no better. However the upgrade tied us in for another 12 months!!! b**tards! They did not tell me that on the phone. So we had another year of the pain.
Their support is not great, non UK based and they don't really want to help, they just have set 'solutions' that they read out to you from a screen.
Now we have switched to BE which is almost half the cost and it is like actually being on the internet and not using plastic cups and string. Lightning speeds and no router rebooting.
Stay clear of Demon / THUS PLC!
Demon Suck. Firsly they activated my line 3 days before they sent me my equipment. Of course I have to start paying for the service so I had to buy my own equipment instead. Then they claim I went over the FUP of 60gig even though my snmp router says different. Do they give me the ability to monitor my usage on their site, or provide proof? NO!
Demon then took my direct debit without sending me a single invoice which I promptly claimed back under the direct debit guarentee until they explain the lack of invoice and apologise.
So now my line is supposed to be restricted to 128kbps from 9am till 11pm (pretty much all the time I'm awake) but the cap actually runs 24 hours a day instead, so even when I'm asleep I can't download anything. I can't even browse the internet normally as 50% of requests time out and the latency is ridiculous.
Demon also seem unable to reply to emails or letters. They promise callbacks that never happen and when you ring them back they say "can I have your contact number again?"
I am now waiting for my 3rd callback which will blatantly never happen. Have had to complain to Ofcom, and the ISPA. Thinking about cancelling my BT line to get rid of them.
Steer clear. They are useless greedy evil *%@£s!
Can anybody help?
A letter arrived recently from 1st Credit demanding 305.50 pounds on behalf of a Demon Internet over an account opened in the early 1990's, and closed in June 2003.
The account had been decreasingly used since the purchase of a Time PC with a Free Supanet account in Feb 2000. Over the next 2 years, use of Demon was phased out, and all 300-400 spam emails read. To the best of my knowledge the account was not used since.
In June 2003 I stopped the direct debits AFTER having definitely not used the service for a year, and wrote to say service no longer needed, but never got a reply.
The letter was a shock because nobody has said how they arrived at the figure and worse whether payment would even close the book.
The bottom line is that I have not tried to be dishonest in any way by attempting to continue using Demon without paying as records would show. Infact the opposite. I stopped paying AFTER not using it for a year or more, which I did after seeing a Demon magazine article that said unused months were rebatable. I actually thought I might be in for a rebate. Seriously.
All I hope from Demon is for fairness and closure. The day of the demand I could not concentrate or sleep with worry that the sum would escalate like a wild thing out of control.
I have not listed any technical advantages because it is so long since the account was used it may be unfair. However the technical reasons for leaving at the time were
1) SPAM was a major problem, but I understand that has been addressed since.
2) Supanet were offering things like web mail, if Demon were, it did not come to my attention
3) Turnpike software had previously only been available for a fee, I understand that may no longer be the case either.
Apart from the SPAM, the service was adequate for a light user, but one became increasingly suprised at what you didn't get for your money, especially compared with the best of the 'free' ISPs.
One final word about attitude toward customers. The day the account was opened they asked over the phone what domain name to provide. Each of my choices listed was taken, so I made up a poor one, then immediately thought of a better one a second later during the same call. Would they accept it? Only for another £12.99. Its on the system now. Funny how we remember some things and not others, because I don't remember exactly the year it was.
In comparison I have also tried freeserve, UKO2, and netnutz dialup services. Netnutz (or netfury) is my current preference because they seemed to be consistently fast. I put this down to being less well known and so less clogged up with sudden unpredictable heavy bandwidth usage.
6 years ago I signed up with Demon Internet. This was before all the free ISP's and free connections. It was even before surf-time was available. When I did first sign up I had an account with CompuServe at the time. It was slow and the web access was terrible. I needed web space and wanted a better connection. And I had heard Demon was good. And they were...at times. They seemed to be unreliable back then but over the years the service has improved. About 2 years ago I had ISDN and surf-time with Demon. You could connect and leave it connected all day long without interruption. It was expensive at £40 a month (+ line rental) but it was the fastest connection available until recently. So, what do you get for your money? 25Mb of web space, Unlimited Email Addresses and a static IP address (for those who don't know what that means, it means your computer has the same address every time you connect to the internet). They have dedicated dial-up's for game servers, and several servers at that. (Quake 3, Unreal Tourney and a few others) All this in the service. Their help desk is pretty good too. I've not had much dealings with them though since I've never had any serious problems with them for about 4 years. I'm not saying they're perfect either. Yes, they may have problems occasionally, but with BT I get kicked off the internet every 30 minutes or so and usually at the most annoying time. I soon will take the plunge and go for ADSL. They are one of the cheaper ISP's for the service at £25 a month (compared to BT's £30). So, the bottom line: Prices start at £11.75 for their basic dial-up package, ADSL is £24.99. (setup fees apply). They offer a wide range of services, for phone and ISDN users as well as ADSL. They are reliable and quick to fix problems. I would recommend them to anyone who wants to pay for a reliable service.
I have to use the dial up service provided by Demon at work and it is pitiful. Connections are often difficult to make during peak times and are often dropped. Emails containing anything other than a couple of lines of text are frequently never delivered. We have carried out some testing and found that using Demon to email a file to one of our suppliers is actually slower than saving it to a floppy and using second class post. The Turnpike software provided is very difficult to use. The design is archaic and very user unfriendly (e.g. A Connect button that brings up a screen with another Connect button!). To add to the confusion the red and green colour scheme renders it useless to anybody who is colour blind (cheers for that crippler Demon!). As a professional Software Developer I often use Turnpike as an example when speaking about the perils of bad user interface design. In my opinion Demon is unreliable and comes with dreadful client software. When this is added to it's outmoded pricing structure (subscription plus calls) I would not recommend it to anyone.
Definately not!! I'm the technical manager for an IT solutions company and have recently made the decision to switch our ISP from Demon to another supplier. Twice this year I have had to inform our staff to use any means other than email to communicate with our customers and worse still I have even had to tell our customers that our mail is down. The Latest problem lasted nearly 2 weeks and the time before was a week. As I write, Demon have "Routing Problems" which results in a slow and often unreliable Internet connection though the leased line. And to add insult to injury, Demon refuse to drag themselves into the 21st century and staff the lines at the weekend. Ours is a 24/7 business and we need reliable & flexible suppliers. Unfortunately Demon no longer cut it.
NEVER use Demon internet, unless you want Bailiffs knocking on your door. That may be going a bit far, but see for yourself: I was with Demon from 1998. I tried to start it up with a Visa card, but they didn't mention they could only take monthly payments from a credit card (I didn't know this at the time). So I used direct debit for the next two years. Around August 2000, I was getting sick of the connection being dropped seemingly every half hour, and that Demon were charging more than other ISPs at the time. So, I left and went to Freeserve in November 2000. They were even worse, so I went back to Demon in January 2001. Now, for some reason, Demon stopped taking the Direct Debits in August 2000. Why ? Apparently, because their accounting system had changed. When I rejoined in January, I asked them to re-set it up on the Direct Debits. I got a letter a few weeks later advising me that my credit card had been declined. I advised them I did not want to pay on credit card. They said they'd sort it out. They didn't. Another few weeks, another letter, again saying 'credit card declined.' I tried again. No luck. After several complaints by phone and e-mail, I decided to quit being messed around, and left for BT Internet. (I am still with them, and have never had any problems with the service, the payment, or anything). At the end of my period with Demon, they had still failed to apply for the direct debit and take any money from me. I asked what would be happening with this, and was told that I had NOTHING LEFT TO PAY. I assumed this was good will for the fact I had had so much trouble with them and that I had not connected to their service more than a few times since rejoining. OK, so I left them in MARCH 2001. Over a year ago. THIS WEEK, in May 2002, I get a call from a Debt Collection Agency telling me I owe Demon £241 ! I got on the phone, and was advised that the account was still open. How could
this be ? I had closed it over a year ago, recieved confirmation by letter that it was closed, and had heard absolutely nothing since. I had not moved address or changed any contact details. They said that the account had never been closed, but that they could see that the account had not been used since April 2001 (although I believe it would have been March). So, they closed it as of May 2002, and I was told by their customer service director that it would be sorted out. I had pointed out that asking me for a payment over a year after I had finished them was ludicrous, especially as the first I hear about it is from a debt collection agency. But, a few days later, I received a letter saying I had seven days to pay £88.28 (which doesn't make sense, as the montly payment was for £11.75, so it would be £82.25 for the 7 months they're charging me for). If I don't pay within seven days (oh yeah, I've got a spare £90 in my account a week before pay day), then they will pass the full debt back to the collection agency. This is sorting it out ? How can an ISP keep an account open for a year without receiving any payment ? What if a frail old lady or someone of weaker disposition than me answers the door one morning to find bailiffs demanding £200 worth of goods for a debt that they had no knowledge of ? The whole time, Demon were trying to money from a card, which upon rejoining, I had not authorised them to do. Why keep my card details for over two years when I was paying by Direct Debit ? To sum up, I ended the service in March 2001. Demon, through their own fault, failed to take payment which I had made available to them. A year later, I am charged for an extra year of service, threatened with legal action and a bad credit rating, and there was NOTHING I could have done to prevent it; it was entirely their fault, and now I am being threatened and penalised. If this sounds like your idea of
fun, then join Demon today, otherwise steer clear. I hope these bums go out of business soon. You have been warned ! I'll post an update if I get anywhere with my complaint.
I'm sure my groan is one of the most common complaints about ISPs in recent years. It's a scam I was well aware of before they conned me, and I should have been smarter. But here we go with another warning about what I think is a disgraceful con trick which basically amounts to common theft.... Demon Internet's "30 Day Free Trial" I decided to give Demon a go, after using the Freeserve pay-as-you-go tariff for a few years. Demon's offer of £11.75 a month sounded good. But first I wanted to use their "free" trial to see what the connection speeds and reliability were like. The sign-up process was quite easy. They asked for my Visa card number with a "cast iron guarantee" that it would NOT be charged if I chose to cancel "within the first 30 days" (quote). After using Demon for a mere 16 days, I discovered that Freeserve HomeTime would be a better option for me, so I decided to cancel the Demon "Free" Trial. Or at least try to cancel. And this is where it gets tricky. They don't like you cancelling. In fact, they make it virtually impossible. I should point out that during the sign-up procedure, Demon do not explain how to cancel. But as you later find out the hard way, cancellation has to be on their terms, and not yours. So I told Demon I wanted to cancel. You would think that a simple e-mail to Demon's helpdesk would suffice. After all, they are an internet company. Cancelling an account is hardly rocket science. They sent me an automated reply stating: "your mail has been placed into a queueing system which will be handled by the helpdesk team as soon as possible". This is actually a delaying tactic which brings you closer to the 30 day deadline. Three days later, I got an e-mail stating: "you can not cancel your account online" and giving me a phone number to call. Extraordinary. An
internet company that hasn't got the technology to let me cancel online. Well, of course, they have really got the technology, but they are just being deliberately obstructive here. It's all part of the con trick. I tried the phone number three times. Each time I was waiting, listening to music, for over ten minutes until I just gave up and put the phone down. Why should I have to waste my time and money on these phonecalls? So I wrote a letter to their head office, stating my wish to cancel. I got no reply. By now you will have probably guessed what happened next. My credit card bill arrived and Demon had charged me £11.75. Interestingly, this charge was made eight days BEFORE the end of the "30 Day Free Trial Period". So I actually got 22 "free" days. Demon are thieves. I have heard about AOL using exactly the same con trick. If you or I were to obtain somebody's bank card number by deceitful means, and then transfer money out of their account into our own, we would be comitting a criminal act. No two ways about it. But when a large company does this, a different set of rules seems to apply. This is corporate theft, plain and simple. Companies like Demon are obtaining peoples' credit card number by deception and then STEALING money from accounts. If it was a true, genuine FREE trial, they would have no legitimate reason to demand your credit card number. In America, AOL have stopped imposing this condition as part of their free trial, after a consumer backlash and a governemt probe into their dodgy behaviour with people's credit card details. But it would seem that AOL and Demon are still happily operating the great Free Trial Con Trick in good old Rip-off Britain. Trading Standards need to put an end to this daylight robbery.
I have just had a nightmare with Demon. I will not bore you with the tedium of the full story, but the annotated version goes like this: 1. Signed up in June 99 for business web services. Used the service for a year. 2. Received an invoice in June 00 for ongoing service. Decided not to bother, looked elsewhere for cost reasons. 3. Demon charged my business Visa card anyway, to the tune of £350. 4. Tried to get the cash back. Demon claimed they owed me £270. 5. Eventually they agreed that they owed me £350. Agreed refund would go ahead. 6. Refund of £270 was made to my *personal* account. I am the sole director of my company, but in law I and the company are two entirely different entities. Demon had my personal information from another sale, but I have yet to work out why they refunded to this account. 7. Called Customer Relations - worse than useless. Eventually got them to realise what the problem was. Was assured it would be sorted out. 8. £70 refunded to the company account. Demon now think they've refunded the whole amount. I try to explain that i. they still owe the company £270 ii. they've given me, personally, £270 - and I've no idea why. I don't want it. 9. Assured in phone call x that it would be sorted. 10. Wait 2 weeks. Nothing happens. Call back. 11. Assured in phone call x+1 that it would be sorted. 12. Wait 2 weeks. Nothing happens. Call back. 13. Tell Demon rep in phone call x+2 that if it isn't sorted by the end of that day I will be taking legal action. 14. Nothing happens. 15. Don't want to take legal action, it'll cost me £££. Contact Visa card people. 16. Get a call from Visa card people (tip 'o the hat to Company Barclaycard) - miraculously, Demon have seen sense! Am assured that the situation will be rectified by the end of this week. I don't have any problem with Demon's services - but their "Customer Relations&qu
ot; team have proven themselves to be pretty hopeless so far. They don't really have any proper logs of what's happened, so every time I call I seem to have to explain the whole thing again. I'm really frustrated now, I just want the whole thing to be over. Of course, it would be nice if Demon would realise my problems and maybe add £20 to the refund, but I can't see that happening, can you? I want to find the name of their MD, and the MD of Thus plc., their parent company, but don't know where to start. Does anyone have any ideas? Business customers beware. Make it very plain to them if you don't want to automatically continue your service. To be honest, I'd just use somebody else. Unless you want something very specific that only Demon provide, they are NOT cost effective. I suspect mis-management has been at work, and they seem to have gone downhill in the last few years -- which is a shame, as they used to be so good. Aah, for the "olden days"...
Demon Internet pioneered cheap dial-up access to the Internet years ago. Their basic price is the same as back then - 10 pounds a month (+VAT), with access via an 0845 number. Demon offer unlimited access via Surftime but that costs 40 pounds a month, which is a bit pricey. As you'd expect from a company that's ancient in Internet terms, they're very much set up for experienced users - most of the special features that they offer wouldn't be of use to most people. Demon has several things that distinguish it from other, newer, ISPs: * Great technical support. Back when I was using a beta of Windows 2000, I phoned them at 6:30 in the morning (via an 0845 number) - the gentleman that answered walked me through turning off the inbuilt SMTP server in Win2K, which was conflicting with Turnpike (Demon's access software, which actually runs a mail server on your PC). * A static IP. Not of use to most people; indeed it's a security risk if you're not careful. However, it means you've got your own IP address for as long as you're a Demon subscriber - and you're connected directly to the Internet, too (no web proxy unless you want it). * Batch FTP. Tired of multi-megabyte downloads that you can't resume using GetRight? Simple send an email to a specified Demon address and Demon will download the file onto their servers, for you to download within two weeks (and you can resume from their server). Great for downloading service packs, game demos etc. * Detailed bandwidth reports on webspace. You're allowed 150MB/day transfers from your web space (only 20MB, but it is fast, reliable and no adverts at all), so Demon provide a bandwidth usage log for you if you're having over 1MB of traffic a day. You'll have to pay a lot extra if you go over that, but at least you have a warning. I don't know what Freeserve et al would do in such a situation, but it probably involve
them kicking you off with no explanation. * Reliability - fingering email@example.com allows you to get a log of any maintenance / problems that may occur with the system. In 3 years of use, I've only had a couple of 'engaged' tones, and mail / news has always been reliable for me. * Non-geographic numbers. Demon still have a long list of 60 or so 'real' phone numbers - ideal for my mobile, where it costs more to call an 0845 number than it does to call a London number. * Multiple access phone numbers. If something bad happens to one of Demon's access providers, it doesn't matter - they provide 3 or 4 different 0845 numbers, which all use different telecomms providers - meaning you should always be able to find one that works. * One of the best news servers out there. Demon have been in trouble in the past over their news server, and they're one of the few ISPs not signed up to an agreement by ISPs to not carry some newsgroups. That means as well as all the normal newsgroups, there are some which are very much illegal in content. Demon believed it's up to the user to decide what they see - and it's interesting that Demon still has some of the groups that others haven't carried for years. Overall, despite being taken over by Thus (a telecomms company), Demon still retains its knowledgable, friendly but professional attitude. Highly recommended to all users who know what NNTP stands for and what fingering an address means!
I use the internet a lot and so does my wife in both a business and leisure capacity. We signed up for BT Surftime back in October initially using Plus.net as an ISP. What a joke that was. We were kicked off the 24/7 account for using it too much. Strange that, it ''was'' called 24/7 wasn't it. I checked out other ISP's and Demon looked pretty good so I went for it. I've not been dissapointed!! They say 24/7 access on the premium account and they mean it. Not like some of the other ISP's out there. I have to admit there were a few problems signing up and the sales support rep I spoke with either couldn't spell to save his life or couldn't hear me properly. That problem was easily rectified by another phonecall. But at least they ''do'' answer the phones and the problem was sorted quickly. I suppose if you were not that technically competent then using Demon might present a few problems. I've not needed to use their technical support at all so I can't comment on that level of service really. It didn't seem to be a put Cd in PC and off you go deal. But maybe I'm wrong, perhaps they do offer that facility. I've almost always been able to get a fast connection quickly and have only suffered a dropped line a few times. I have only ever received this level of service from a local ISP and they don't support BT surftime. I guess they're a bit expensive but it's easily worth the extra money especially considering the amount my wife and use the net for work related matters. So to summarise I would say Demon offer an excellent service for the more competent Internet user. I'm not able to use ADSL here so this is a good alternative. They are a little pricey but I believe you really do get what you pay for. Fast connection, 24/7 if required, reliable. Highly recommended if yo
u rely on an Internet connection and e-mail. I just hope they keep up the good service.