I applied for Wanadoo Broadband in December last year and to date have yet to get a connection. I was first given a Live Box then couple o months later a Speed Touch modem which was promised to cure the problems. All this time agents have been telling me they have escalated the problem to BT. Guess what I phoned BT and they have had 1 (one) fault report since December!.
Now I want to cancel my application (never became an account as far as I am concerned) and they tell me I can't as I haven't allowed them time to put the situation right!!!
It is clear - now I have found this and other complaint sites - that Wanadoo staff have been telling the same lies to others all the while collecting money on a monthly basis.
I'm sure that to take money for a service that you know you can't provide is a Deception. All the staff have followed the same line on the phone therefore Wanadoo are obviously training/instructing them in this Deception.
They've now had 6 months of money and I've cancelled the Direct Debit and await their contact asking why!
It goes through Wanadoo's fault system before it gets to BT, a lot of agents refer to this as escalating to BT. You could possibly have many line tests and updates on this system for that 1 BT fault. It harks back to the old ways when there were fault escalation forms which were then tested directly by Wanadoo through a BT testing system.
yes but I was told on one occasion to ring back the following day when BT would be able to tell me when the work would be completed. The following day I was given a date AND time of expected completion. Obviously completely false and the nest operator told me he'd never heard of such a thing!!
Well for faults logged there is an expected done date, it's possible that could be what they were referring to but equally possible they totally lied to you, normally we don't go by that date very much. Believe me the agents that do the job properly dislike these people as much because they just make our jobs harder having to make up over what they've done/haven't done.
Joined: 07 May 2006Posts: 5Location: CANNOT DISCLOSE
Well thats sooo true actually the fault reports pop up within the next 2 hrs that the line test is done and when u members disconnect the call,Wanadoo has trained us to advise the members to call after 24 hrs for the line test result,its due to the fact we know that u guys have been waiting for months for the faults to be cleared we go out of our way to help though it does backfire at times where in the sytem plays games with us and doesnt have a result to give out.
Now successfuly free of Wanadoo Broadband!!!! As Wanadoo hadn't even contacted me when they hadn't managed to collect the last months payment I phoned up to ask for a MAC code to transfer to another provider.
Was told that I couldn't have a MAC code as i owed them money.... But if I rang Customer services I could have the account terminated/closed and that would allow me to move on.
I then had to ring SIX times to keep getting passed from Technical to Cust Services till someone at Technical finally gave his opinion that Wanadoo could do no more for me and authorised closure of the account.
Guess what, when i rang back to Cust Services to sort it I was told despite this they wouldn't close it as their Supervisor considers more Technical help should be given. Oh and did I know I had to pay them money for last month - I refused, operator threatened me with the Debt Collectors!!! What A joke!
Anyway I rang back after a hour (managed to calm down a bit) and spoke to a lovely young lady who, having read my account notes, could see why I was so frustrated and spoke to her supervisor who very sensibly agreed that as Tech Supervisor had already agreed to closure there was no reason why this should not be done.
So..... Account closed and all the money to be refunded in June. Still aggrieved that it's taken soooooo long for someone to see sense and listen to a paying customer AND that I'm out of pocket for God knows how many phone calls. Still now at least me and Wanadoo can move on.
Thanks for listening it's been theraputic talking in here.!
lol trained? i fink they picked ppl needing a job off the streets more like,
sum are trained well and know wat they are talking about but the majority are completely monkeys! how the hell these people get jobs without knowing about the product or company they working for is beyond me
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