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< Problems with upgrades to 8Mb ~ 6 weeks no connection

hlei

Posted: Wed May 31, 2006 8:18 pm

Joined: 15 May 2006 Posts: 31

Thanks so much for sharing that with us, Neil. I've written to the ISPA as well and hope that it will make a difference. Sad

Wonder if I should also buy a domain.... WanadooHater.com is still available. Razz

OrangeProblems

Posted: Wed May 31, 2006 8:18 pm

Full information on how to change your broadband provider here. OrangeProblems.co.uk

admin

Posted: Wed May 31, 2006 8:21 pm

Site Admin Joined: 07 Apr 2006 Posts: 784 Location: United Kingdom

I've added an ISPA forum now in the run-up to the Orange rebrand!

Maybe Orange will allow their staff to be a little mroe flexible in procedures and deal with all the outstanding WanadooProblems!

K

hlei

Posted: Thu Jun 01, 2006 12:29 pm

Joined: 15 May 2006 Posts: 31

Neil,

How did you contact the ISPA? Did you fill out the online form and have a reference number from Wanadoo?

I emailed them directly but also noticed that there is an online form for complaints. One section says:

Quote:

In order to use CISAS you must first have told your company that you have a dispute with them and have been through their internal complaints procedure. If you have been through their internal procedures and the dispute has not been resolved, they will issue you with a unique reference number. Alternatively, if you have had no resolution and it is over Three months since your dispute arose, you can apply to have the case settled under the rules of CISAS..

Can you help give us more specifics on how to approach ISPA?

Neil

Posted: Thu Jun 01, 2006 12:46 pm

Joined: 24 May 2006 Posts: 12 Location: Manchester

Hi Hlei,

No I didn't fill out an online form I just emailed them direct using the admin email found on the ISPA's "contact us" page on their website.

I got a reply from the ISPA within about 3 hours and Wanadoo emailed me about 3 after that with the complaint reference number and the assurance that they would look in to it for me and I'd be contacted within 5 days.

I must admit I hadn't actually read their T's and C's when I contacted the ISPA..!

This may sound strange but did you contact the ISPA or CISAS? I'm not sure whether they are two different organisations or whether they are related in some way? Either way the web address for the ISPA which I used to find their details is: www.ispa.org.uk

Good luck!! Laughing

OrangeProblems

Posted: Thu Jun 01, 2006 12:46 pm

Full information on how to change your broadband provider here. OrangeProblems.co.uk

hlei

Posted: Thu Jun 01, 2006 12:49 pm

Joined: 15 May 2006 Posts: 31

Thanks so much for responding, Neil. I emailed ISPA last night at the email address I found at the website you gave. No response yet. Sad

I'm continuing to document my experience and will call Wanadoo back on Monday per usual. Very very close to cancelling....

hlei

Posted: Thu Jun 01, 2006 3:09 pm

Joined: 15 May 2006 Posts: 31

I got a personal response back from Katja!! Fingers crossed that I will get broadband within the week. Thank you for the tip, Neil!!!

Neil

Posted: Thu Jun 01, 2006 4:12 pm

Joined: 24 May 2006 Posts: 12 Location: Manchester

Without wishing to get your hopes up too much it was also Katja that replied to me – I’ll keep my fingers crossed you get the same result as I did! Very Happy

chorlton

Posted: Thu Jun 01, 2006 8:00 pm

Joined: 11 Apr 2006 Posts: 79 Location: Manchester

Seems like a common theme - Katja was also my ISPA contact

Neil

Posted: Fri Jun 02, 2006 6:59 pm

Joined: 24 May 2006 Posts: 12 Location: Manchester

You'll never guess what...?

I got a really nice letter from an Orange(Wanadoo) customer services supervisor today saying that as a result of my problems, and the ISPA getting in contact with them on my behalf, she will:

- refund me Three months money direct in to my account in the next two weeks Laughing

- be happy to cancel my contract with immediate effect waiving all cancellation fees should I wish Shocked

- Give me two months free broadband for my trouble should I choose to stay with Orange Shocked

- Also, she said she is no handling my account personally and should I have any trouble then I should contact her direct Laughing

What all's this about?? Suddenly they can't do enough to help!!!

I urge EVERYBODY with problems to contact the ISPA, I can't stress this enough!!!!!

I never thought I'd say this but as a result, and as my 8meg connection has been solid for Three days now, I'm probably going to stay with Orange.

Contact the ISPA and the future really might be bright....

hlei

Posted: Fri Jun 02, 2006 7:04 pm

Joined: 15 May 2006 Posts: 31

You are getting some exceptional service, Neil. My broadband is still dead and I haven't heard boo from Wanadoo/Orange. @#!

disgruntled

Posted: Fri Jun 02, 2006 9:12 pm

Joined: 02 Jun 2006 Posts: 10

I have just contacted ISPA, hope i get the same response. Thanks for the lead, I'll keep you posted as to my progress.

hlei

Posted: Tue Jun 06, 2006 12:12 pm

Joined: 15 May 2006 Posts: 31

I received a letter in the post today in response to my ISPA complaint with the information needed to cancel and claim my refund. If it had just come yesterday, it would have saved me some time begging to be let out of my contract (and some tears too!).

alaninfallowfield

Posted: Tue Jun 06, 2006 2:05 pm

Joined: 21 Apr 2006 Posts: 94 Location: Fallowfield, Manchester

hlei wrote:

Is the letter from Wanadoo/Orange? If so, isn't it a bit "sad" that when you rang up that details of the letter weren't associated with your account?

hlei

Posted: Tue Jun 06, 2006 2:43 pm

Joined: 15 May 2006 Posts: 31

No kidding. Evil or Very Mad

The letter is from Orange Customer Care and was dated yesterday, Monday, June 5. Details of my response here.

Fiddler

Posted: Sun Dec 24, 2006 11:03 pm

Joined: 24 Dec 2006 Posts: 1

I regularly get Error 721, Occasionally I ge so fed up or urgently need to use the internet I phone 'tech' support in india.
They have NO IDEA.
Remote computer failed to respond does not mean I have a problem with my username and password (that is error 691).
It does not mean my connection settings are wrong (I tried my router as well as the speedtouch modem). The router is configured following an email from Orange web support.

THe dim wit who is employed to keep the user on the phone as long as possible until the remote computer responds, a line test will take 2 hours is testimony to that, do not have any problem solving skills and i doubt even records my incident.

It is always at peak times that I have this issue (Friday evening or Saturday evenings) I suspect the equipment that is supposed to handle the negotiations is maxed out but they are unwilling to investigate, probably because thay have no feedback from the idiot on first line support.

And the thing that really makes me chuckle, is the fact I spent £20 to upgrade to 8meg and found they could only give me 2meg and would increase the speed when it is available. now it is available they will finish the upgrade but it will start a new 12 month contract !!!!

Any idea how i can find out when Sky broadband will be at my exchange in STREET, Somerset ?

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