First of all, well done to the person who created this forum, excellent initiative!
I'm in the same situation as many people on this site so I'll keep my story brief:
I signed up to Wanadoo's broadband starter package in the middle of March. Everything worked fine until the middle of April when I could no longer get connection and was receiving "error 0721".
I phoned up 'tech support' everynight for the following two weeks and carried out all their checks (line tests, speedtouch modem upgrades, making manual connections, filter changes etc.) but got nowhere nearer a solution, the only thing that changed it that I now receive a different error message - error 0734.
All I could make out from the mixed messages I was receiving from them (different every time) was that I had been 'upgraded' to the 8meg service and to continually phone back in 5 days - sound familiar??
Now, since this time Wanadoo have kindly changed the tech support setup so that if I am to speak to them I now have to pay 50p per minute - which I refuse to do.
I have since written to Wanadoo stating that they are in breach of contract as they changed my conditions without my consent, loss of service for six weeks etc. etc. and the only thing they have offered me is a free "technical call back" which I am due to receive this Thursday - so kind of them!!
Basically I would like to know whether the error messages I am getting (0721 and/or 0734) indicate that the problem is at my end (as they are saying) or Wanadoo's end.
Could it be that as they have upgraded me to 8 meg but I am still officially on the starter package the records they have of me on their databases are in conflict with each other?? Crazy as it sounds I'm considering upgrading to £17.99 to see if this will solve the problem (plus I should get national rate tech support back!)
Any ideas would be very very much appreciated!!
If it's not sorted soon (as I desperately need access in the next couple of weeks) I will be forced to pay the £130 it will cost me to release me from their clutches.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Why do you have to pay £130 to escape their clutches ? If Wanadoo are failing to fulfil their part of the contract (the service), they can't force you to fulfil your's (the payments for the minimum period).
If you hired a gardener to do your garden once a week for a year and he stopped coming round after the first month, would you think you still had to pay him for the rest of the year?
721/734 Come down to two things commonly, a system settings problem, usually solved by reinstalling or creating a new connection or it's a connection problem to the access servers at the exchange.
Should be 2 green lights on the modem with this error normally.
After doing all the reinstalling and stuff on your system the setup should be checked and then usually a line test run.
Thanks. The £130 is what it Wanadoo are saying I need to pay to cancel my contract and get my MAC code. I have argued the points mentioned in my first post but they say they can only cancel my contract once tech support confirm nothing more can be done to reconnect me. At the moment tech support are saying that it is my problem as the line checks are fine so we're at a stalemate. The last time I spoke to tech support they advised me to speak to Microsoft to ask them to talk me through some sort of reset (apologies I can't remember exactly what - I'm obviously having to write this in work!!)
Yes my modem has continually shown two solid green lights. I will try reinstalling everything again tonight, when I should also be receiving my tech call-back so I'll keep you updated.
When trying to connect my computer says "connected to remote computer" but then sticks at "verifying password". I'm not very technical but to me that suggests that there are conflicts between my username/password and that on Wanadoo's system?
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
I know this is going to sound very basic but ... Have you checked letter by letter exactly what the Wanadoo system has stored as your username/password ? I do mean letter by letter as I had a problem because Wanadoo wanted me to change my password (as part of my initital loss of connection problem solving) and the Wanadoo bod typed the new password incorrectly - they misspelt a relatvely common English name
Sounds like a normal 721 error. They usually stick at that point as the modem is talking to the exchange ok but is unable to contact the server for logging in.
Hi guys, I was a wanadoo agent untill the end of april, There are many things that can be done about not paying the remainder of your contract. A lot of people say they refuse to pay the 50p per minute technical support line only cutomers on the £14.99 package have to do this i relaise it is frustrating and i do sympathise with you. When you have technical issues you need to ask tech support for authorisation from a team leader to cancel your acc whilst in contract.also as of the billing side of things it is not possible to suspend billing so what we do is apply a downtime refund when you do get connected. As a ex-agent of wanadoo's i also know how frustrating it is when you have ure hands tied to what you can and cant do for a customer like tech support for instance it is not possible for agents to transfer to technical support as the usb modem technical suuport is not based in the u.k any more where as our customer support centers are. As of the LLU issues we have to escallate problems and wait for responses back from the relevant departmant. Again it is frustrating but as i said the customer support are limited to what they can do.. Agents including myself try to go the extra miles for customers but sometimes it is very hard. I would like to know how customers feel about customer service experience they have had, even if the out-come wasnt what you wanted but how did the agent deal with you?
To the ex-wanadoo agent - Thanks for your concern. The main frustration I feel is obvious: Although it is clearly Wanadoo's fault that I can no longer connect (upgrading me without consultation) they still expect me to do all the running to solve the issue whilst paying 50p a minute for the privilege! If I had done something wrong to my settings/connection then I would expect to pay due to my own wrong doings, it would only be fair. However when the role is reversed Wanadoo simply don't want to know unless I continually call them, which to me is the definition of poor customer service. Apart from this the other issues that make customers so angry with Wanadoo are obvious:
- agents claim to be updating "notes" during each call yet when you call again and ask the current agent to read your notes they usually can't or don't so everything has to be repeated.
- If I call Three times in succession I will usually be given Three different responses to my problem. There is no consistency.
- clearly there are massive problems with the llu upgrade, yet none of the agents I have spoken to have ever referred to this, I have found out about it through reading forum posts on sites like this. Are they instructed not to mention it? If I mention it they simply go silent and don't respond!
- And then the obvious, they insist they can't cancel my contract without paying the remainder even though they have messed up my account and I've been left with no access for almost seven weeks. Out of interest, how often did supervisors cancel contracts for customers still within contract? Was it a common thing or very rare?
Anyway...
Thanks for your suggestion Alan, I'm definitely not typing in my username/password wrong (I type it in as new on every attempt) but if you think it's possible Wanadoo have changed my password at some point I will put the question to tech support.
Just to expand on your post Elhana, presuming I do have a "normal" 721 error, does that insinuate it is a problem at Wanadoo's end? They are convinced it is a problem with my settings even though I have checked and re-checked everything. How are 721/734 errors usually rectified?
Don't change anything on your PC - the problem isn't there.
I'm assuming your line is not on LLU (I don't think it is).
When you get the "technical call back", ask them to check on BT's systems (not Wanadoo's) whether there is a 'cease' order on the line.
If you're not on LLU and you have a long-running 721 and no cease order then I would have thought that raising a fault with BT would be a formality.
Was there any change to the BTvoice service/billing on your line approx. 7 weeks ago? E.g. change of name/number, voice service suspended.
JohnM
Thats the first thing that is checkeed on your line weather or not u hav a cease there.. Ceases from BT are only made if name of you r phone bill acc holder has changed or if you phone has been cut off.
Error 721.
It's a common error to any broadband ISP when a moden is used that uses the windows DUN system. There are 3 primary causes.
1. System settings, it can and does happen although it's much less common than the other causes.
2. Setup issues, some sort of interference on the line, not enough to knock it out but enough to causes problems, usually unfiltered devices, extensions, etc.
3. External problems, either on the line itself or at the exchange. When there's an outage at an exchange this is commonly an error you'd get.
Usually they're temporary, or external problems from my experience.
A cease order on the line can cause this but if you've had a line test already then that would have picked it up almost immediately.
You can get many different explanations over the cause from different people because there can be many reasons. Sometimes even a slight difference to how you describe the problem can cause agents to give a different more specific conclusion.
Of course there are LLU problems although I don't actually believe they're as big as some make out. (Talking in an overall sense) They just seem to currently take longer to fix making them focused on a lot more.
Which system do you use to check whether there is a cease?
Quote:
Ceases from BT are only made if name of you r phone bill acc holder has changed or if you phone has been cut off.
Are you sure? What about if you change your phone number or join BT's Light User Scheme?
when you change your telephone number it doesnt effect your service only if you change telephone lines. I do not think neil has a cease on his line because if he did its the first thing to b checked.. There is a system used by BT and our selfs which we check with BT.
Mornin all this may provide your answer, and possibly for others.
Briefly I have had ongoing problems with broadband since Feb this year when I was upgraded to 8Meg from 2 Meg (which I got ok without any problems).
To save repeating see my posts in ' Wannadoo goes titsup' on Wanadoo site earlier this month.
I am only 1.5k from my exchange which was unbundled approx. Dec. last year.
Four months of emails, phone calls, c**p from tech. sort etc have resulted in me now having a connection that, at last, does not randomly disconnect, well for the past Three days anyway!
Don't all cheer for me though, the downside is that to attain this they have had to DOWNGRADE THE SPEED TO 1/2 MEG!!!! and this on an unbundled exchange!
I used to get this in back 2001!!
Not being happy with this I went through the usual calls to finally be answered by a great tech lad who said, and I'll paraphrase:
"............ yes the LLU has caused very very serious problems in many areas and to many thousands of customers, the extent of the problems have been known for months yet not acknowledged nor addressed by Wanadoo, the only way to give you and many others a stable connection is to reduce to 1/2 Meg or at best 1Meg for the foreseeable future. I don't know when the speed will be increased, the equipment that provided you with your original stable 2Meg was BT's and is no longer available to Wanadoo. There is a probability that some exchanges will now NOT be unbundled for the foreseeable future and will use BT's service bought in by Wanadoo, there also is the probability that some exchanges will REVERT BACK from LLU to BT's service bought in by Wanadoo.......... you only have to look at all the other ISP's having similar LLU problems! "
When I asked about the statement ' your line has been tested and is capable of providing up to 8Meg' in Feb. he said that "... my line was more than likely NOT tested before the offer, they tested a few random lines per exchange, cost too much to test all "
So it don't look too promising do it?
It appears that instead of getting a few exchanges up and running correctly and getting rid of all the gremlins, then performing a steady escalation of LLU they have been panicked by the fear of losing customers to other ISP's with high speeds. Of course the reverse has happened they, and others (Bulldog to name one ), have rushed it, cocked it up and are losing customers.
Still it appears some truth is coming out at last!
Many thanks for all your advice and suggestions, much appreciated, it's nice to be assured that there are people out there who are happy to offer sensible help and advice - shame Wanadoo don't fall in to that category.
Well here's my update:
Expected to receive my "free" tech call back last Thursday night. The agreed time came and went so I called premium rate tech support to chase up call - "oh, according to our system you were supposed to receive the call on the 19th (the day THEIR letter was dated?) As a result I rearranged with him for the faults management team to call me on evening of Monday 29th.
Monday 29th -agreed time came and went and again no call. Again I have to chase up on premium rate line only to be told "faults management don't work on bank holidays" so I ask for them to call me on evening of 30th instead, "sorry sir I cannot do this as Faults Management are currently carrying out tests - you need to call them back in 48 hours...", "no" I said, "they need to call me back - I have it in writing from you that I am owed a free call", "sorry sir you have to phone them…." Arrrgh!
I then phone customer support and request to speak to supervisor to complain, eventually I'm promised a supervisor will call me back within the hour - guess what - no call received!! (you really couldn't make this up!!)
As far as I'm aware my fault is now in the hands of the faults management team and they will have an update in 48 hours but I CANNOT keep phoning the premium rate number to chase this up. Since Thursday I would have spent in the region of £15 alone simply chasing up why I hadn't received my call. It's a scandal.
Anyway, deep breaths…
In response to the posted suggestions: nothing at all has changed to my BT line for months so I can't see the problem being a cease.
I'm sure the fault lies in the fact that I'm on the 1meg starter package and they've tried upgrading me to 8 meg (but my Wanadoo account details haven't changed in accordance) - surely that would result in some sort of conflict between systems? Tech support just say that they need to hear back from the faults management team???
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? If Wanadoo are failing to fulfil their part of the contract (the service), they can't force you to fulfil your's (the payments for the minimum period).
