the user name and/or password is not valid on this domain.
After 3 years of blissful surfing I came to access my account only to be presented with- the user name and/or password is not valid on this domain!!
After ringing Wanadoo - they have admitted to accidentally deleting us from their server! and that we would be up and running in 48 hours - 3 weeks later and 18 phonecalls we are no further forward to having the complaint resolved!
My wriiten compalint to head office has not been acknowleged and no senior customer service team manager can pose a resolve!
Their customer service team seem dreadful and just time wasters! spoke to Katy today who was the rudest,arogant, uneducated and unhelpful girl ever!
I am mad, angry and frustrated at their lack of resolve! - any ideas? - I have my MAC ready for tranfer to a different provider and have already contated Ofcom and cisas but told to wait 12 weeks - any suggestions ????[/
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Why have you been told to wait 12 weeks? Isn't that just the period that CISAS have put in place before you can appeal to them about an ISP's internal procedure?
Joined: 04 May 2006Posts: 10Location: Staffordshire
Since you have a MAC I would suggest that you use it.
The 12 week period for CISAS applications is the period you must wait, without any response from Wanadoo, before you can submit a request for arbitration. You could request a reference number from Wanadoo that would enable you to progress your request earlier. Dont hold out any hope of getting that number. We first requested one in February and have met with a stonewall refusal. They claim that they are doing all they can to resolve the issue.
They will only give a reference number when they consider every possible means at their disposal has been exhausted.
If you do get to submit a CISAS application they have a 6 week response period.
Best of luck.
Evan.
PS. I forgot to add that your MAC has a finite shelf life. It is only valid for 30 days from date of issue.
-- Advanced apologies at the length of this post. I thought it only fair that I give you as much detail as possible. --
I found myself in a similar situation recently. Just after the recent livebox update - I've also been waiting for an adsl modem to arrive since March after switching from wireless and talk to normal broadband, and I've asked to be upgraded to 1Mb from 512kb since I reconnected at this address last November - I waited, and waited and waited some more for my internet connection to reconnect. It just wasn't happening. I went to bed, hoping that the connection would be back upon waking.
I borrowed an alcatel speedtouch modem from a friend and installed it on the PC. The adsl signal was absolutely fine, but my username no longer existed on the server. Armed with this knowledge, I immediately phoned wanadon't/orange.
10:30am First call, Customer Support. An incredibly unhelpful young lady called Julie informed me that I'd have to call Tech Support in order to fix my problem. No problem, whilst I'm here I decide to check the status on the modem I've reordered several times since March, and enquire as to whether the speed increase I've been demanding on a weekly basis will be going through.
Now, I've been demanding Wanadoo bump me up to 1Mb since I moved house and was promised a 1Mb line back in November. The delightful Julie asked me to wait whilst she checked whether my line could support it. "No need", say I, "I can guarantee you that this line not only supports a 1Mb connection, but it has been adsl max enabled for a goodly length of time.". Julie informed me that there would be an upgrade charge of £20. She also informed me that I wasn't due to recieve a modem, but she could arrange for one to be sent out which would take 3-5 working days.
At this point I became somewhat disgusted with myself for putting up with this bull***t, decided to ask for a migration code. Julie informed me that she couldn't give one as the person/s who give them out aren't there today, but will be tomorrow. As it was Saturday, I found this to be a somewhat dubious statement. Upon voicing this concern, Julie went silent, and failed to respond to any further enquiries.
Call 2, Tech Support. "Sorry, but your account has been deprovisioned. You need to contact Customer Support. I can't access your account until they reactivate it."
Call 3, CS. "Your account is active, Tech Support must be wrong, call them again."
Call 4, TS. "Have you tried setting up a new connection using your modem?" the lady enquires.
"What possible use could that be?" I retort.
"Go into network connections and select 'new connection'" she suggests.
"The problem is not at my end. I've already made a new connection on the adsl modem I borrowed and my username and password don't exist. If my service is deprovisioned, as TS already stated, why would making a new connection in Windows make any difference?".
"Your connection is deprovisioned, you need to phone Customer Support..."
By this time I was becoming somewhat agitated. I elected to phone Customer Support just one last time.
This time I get through to a very nice girl called Jody. Not only did she fail to offer any useless advice, she also managed to put me through to a very competent member of staff.
Jody - "Have you tried the BT test account?"
Finally, a useful step. She gives me the details for a BT test user account. I enter the details, hit connect. Success.
"OK, there's nothing wrong with your line, it must be a software error somewhere, possibly on BTs end. I need to put you on hold a second."
3-4 minutes pass
"Hi, BTs system is showing that you don't have an adsl connection on that line." I explain that this is impossible as I just connected with the test user account. Jody, amazingly, agrees. "There must be a problem on our server." says she! Incredible, a Wanadoo employee taking responsibility for their problem. Jody, I salute you.
Jody informs me that she needs to put me through to something called the Special Provisions Team. Sounds impressive enough, I agree to go on hold again whilst she contacts them to explain my situation.
I eventually get through to a lovely chap by the name of Chris, at the Rotheram SPT. Chris, to be fair, is a star. He listened to my problems, noted them down, informed me that he'd go and check everything out and get back to me before the day is out. It is now almost 12:30. An hour and a half of phone calls, wasted breath and time on hold listening to that bloody music.
Chris did call me back that day. He informed me that there had been some form of software failure on one of the Wanadoo servers that had affected multiple accounts. Why the hell wasn't this common knowledge amongst Customer Support teams 12 hours after it happened?
Chris passed my problem along to the Middlesbrough team, and informed me that he'd call again on Tuesday if there was no further news that day. (Monday was a Bank Holiday, so fair enough).
On Tuesday I received a call from Neil in Middlesbrough. He informed me that my problem had been passed along to their escalations team and that I should see a result within the next few days, and at the very most a week.
Wednesday - James from head office calls. Hi, just to let you know that your internet connection is back on. He apologised for all the inconvenience that the loss of service had caused and asked if there was there anything else I needed help with.
I asked about my speed increase. James put me on hold for approx 1 minute after checking the line via a third party site (My account has always had the speed check error in the member centre). After a quick call to BT, James took me off hold and informed me that the speed increase would be implemented within 3-5 working days. I can happily report that this has indeed been the case.
I asked about my missing modem. James tells me that a new one will presently be supplied to my current address (the last 2 had been sent to my previous address). I have yet to receive my modem, but I am trying to keep faith with James. I guess until it arrives I have a free wireless router/wedge/stupid flashing clickybox.
Finally, James gave me his direct number in case of any further problems with Wanadoo/Orange. For which I am very grateful.
In my experience, it seems that Wanadoo CS and TS employees have been briefed to keep you on the phone as long as humanly possible. Its taken 6 months and an accidental deprovisioning of service to sort out a problem that could have been dealt with overnight. Wanadoo apparently have no records of the massive number of calls I have made where CS have told me outright lies. This being the case, I have asked BT to send me itemised information on calls made to Wanadoo over the last 6 months. I feel that it is only fair that I ask Wanadoo to reimburse me the cost of all the calls I've made to them that they insist don't exist.
Wish me luck.
P.S. Chris phoned me a few days ago to ask how everything was going since the problem got escalated. Did I mention he's a star?
Phone up the Wireless and Talk CS and ask them to put you through to Chris on the Special Provisions Team in Rotheram. Guarantee you that Chris will sort you out. Sadly, I forgot to ask him for his direct number, but he managed to fast-track my problem and I was reconnected within a few days.
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