Wi-Fi - Air Angel and Disappearing Hours
Currently staying at Ramslade site, and as mobile broadband connection here is somewhat variable I bought a 20 hour Club wi-fi card on arrival as a fallback. Since then I have had nothing but trouble with this. Initially the problem was that it took ages
to raise the login screen. Then when logged in I often got various bizarre error messages all in some way telling me to log in again. However over 2 days I did get online several times, but began to notice that the hours left when I logged in were sometimes
different to those I was told were left after the previous log out. So I started keeping a record, and the final logout on 13th May I had 17h 47m 32s left. However, when I logged in the next day I got a message telling me that "Your maximum never usage time
has been reached".
So I went to see the warden on duty, who told me (a) that it meant I had used up all my time but it was not her problem, I had to contact Air Angel and (b) that she was also having problems logging in, apparently the system seemed to think she was still
logged in from the previous day.
From skimming through other posts it seems that members are vexed about the current provision by Air Angel. I accept that AA had to take over an provider's system, and presumably at short notice, and that this changeover will have brought its own problems.
However AA claim to be a major player in this market, so should have the expertise and manpower available to deal with issues.
As things stand I have paid £15 for 20 hours, but have only received a little over 2 hours, and my code is now apparently useless. To try to rectify this I have to call an 0333 number from my mobile at a cost of at least 40p a minute and from previous experience
of helplines can expect to spend at least 10 minutes, and possibly much longer on the call. As my Three dongle is currently working well I am in two minds about throwing good money after bad, but may well end up doing so.
Presumably the Club had to find a new provider at very short notice, so had little negotitaing room and is now locked into a fixed term contract with Air Angel. But I would like some assurance that some real pressure will be applied behind the scenes to
try to get this service improved. In particular I would like the 0333 helpline number replaced with a normal geographic number that most mobile users will find covered in the free calls on their contract.