I have had Wanadoo Wireless Broadband for the past 7 months, and the phone has only worked for 2 of those, they even changed the number to try and resolve the problem. Then a week ago, got "Link Down", contacted the Tech helpline and was told that they would get BT to do a line test, result BT said there was a line fault. Since then I have had the Link Down for 90% of the last 7 days, and spent a fortune on calls to the tech help line, each time they want me to go through all the checks, reboot livebox, disconect all phones etc. etc. even when they know it's a Link Down fault
Contacted the so called Customer Service and all they say is that I need to speak to the Tech Helpline
Really p*****d off with them now £22 a month and for what, not service that's for sure
If so, it would appear that they may be attempting to upgrade (!!!!) you to the 8Mb speed... Which involves all the LLU problems that go with it! The admin guy here has had his problems since they attempted the upgrade (!!!) to 8Mb connection.
Ask them whether you have been upgraded and whether it is a LLU problem.
Thanks for that, no, just Link Down. The local exchange doesn't support 8mb, and by the sound of it long may it last!! Had no connection since 10pm last night until 6pm today, been connected for 2 1/2 hours with only 1 interuption so far.........................watch this space
I would suggest that you ask Wanadoo who to speak to at BT, or try and contact BT directly yourself...
At the start of my troubles with them, they told me on numerous ocassions that there is a line fault and this is BT's probem and nothing to do with them - ABSOLUTE RUBBISH...
I am not sure how you would check this. Perhaps dial the line faults line (??? 154 ???) and ask BT to check the status of your telephone line. Then get back to Wanadoo.
I should think that it is quite rare to have a fault on the line if your telephone (not wireless and talk telephone but your regular BT telephone) is working well.
Thank you for posting here... Please keep us updated with your Wanadoo Problems.
I am not sure how you would check this. Perhaps dial the line faults line (??? 154 ???) and ask BT to check the status of your telephone line.
My sympathies. Please allow me to unburden too...
Our Livebox connection has been completely out since early March. After numerous calls bouncing between tech support and cust services ("it's a technical problem" and "it's an account problem") we did our own BT line test. Simply call 151 and go through the automated menu. It even calls you back when the full test has been completed, and automatically logs a fault with the engineers (or you can hold for a real person & go thru it).
In our case after a few days of Wanadoo line tests revealed nothing, the BT line tests showed up a problem. BT duly fixed a couple of connection problems outside the house within a couple of days. Despite this, we're still getting exactly the same response from the Livebox admin console - PPP server down. Everything this side of the line in seems fine (wireless & LAN connection to the box). The line connection LED is flashing intermittently between slow & fast flashing. Wonder if the Livebox outbound interface was fried by the line faults?
Twist - we've got mates the other side of town with a different modem arrangement on W, theirs went down around the same time. They also had so much trouble with tech support, including being requested to download a patch to upgrade the modem to match a line upgrade, then being blamed for breaking the installed software, and completely re-installing Windows. After finally threatening Wanadoo with cancelling this week, they were only then told there was a Wanadoo line problem and it was going to take another 4 weeks to fix!!
I wonder if we're having the same problems this side of town but we're getting no info. We've threatened tech support with cancelling the contract if they don't sort something out, either a replacement Livebox or whatever else they need to test. There's no apparent line fault now, but Wanadoo want to do more "tests" now the fault has been "escalated". Meanwhile they've given us a free dial-up number, which is a nice touch.
There's no aparent consistency from the tel operators - do they have a CRM system?? Don't they have a record of the 20 times we've been asked to do a factory-restart of the Livebox?! Grrr.
Another gripe - how come there doesn't seem to be any diagnostic where W can tell if you've logged into the Livebox account incorrectly or there's a fault? Surely it's going to either log you in correctly, complain your password's wrong or do nothing / complain there's no connection? It's not rocket science. The operator was adamant we had to repeat back each keystroke when logging in just in case we had the wrong password!?
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hi Rob1210 and welcome to WanadooProblems
Sorry to hear you are another one of the unfortunate "few" as Wanadoo put it...
You're certainly not one of few.
Thank you for posting your comments. Tell your friends to post their experiences too.
Have yuo received an email telling you that you were going to be upgraded (I use the term loosely) to 8Mb?
If so, probably an LLU problem, which by all accounts, though I'm not exactly sure yet but shall find out on Monday I hope when Wanadoo return my call, willpossibly require an engineer to physically go to th etelephone exchange and sort out... This, possibly, is the reason for such a long wait...
Watch this space, I shall report back with any news!
Have yuo received an email telling you that you were going to be upgraded (I use the term loosely) to 8Mb?
I don't _think_ so, though my housemate did get an email advising the Livebox would be updated, which was unusual. That's when it all went wrong, though. There have been several firmware updates with no prior notifications (and no problems) before that one.
So ... another unsuccessful call to tech support on Friday: what have they done in the 5 working days they needed for more tests, having been escalated to some other support section? Completely NOTHING. They 'understand completely' but need another 5 days.
We asked them directly if there was a problem they weren't telling us about, but the operator denied it. Total despair...
We asked them directly if there was a problem they weren't telling us about, but the operator denied it. Total despair...
Clearly they lied, maybe even keeping Customer Service reps in the dark.
Wanadon't finally admitted today, 16th May, that there is an "LLU problem" and it may take up to 3 weeks to fix it. This is the same 'fault' story they told a mate of mine on the other side of town 2 months ago.
Absolute shambles. It feels like corporate lies in an attempt to minimise shedding upset customers, i.e. wait until the latest possible time before telling them theres a serious W problem.
W have offered us a full refund on the downtime (currently TEN WEEKS broadband outage) and 3 further months free when it finally starts working again. The consolation news is that it's "been upgraded" to 8MB. They haven't grasped that it will *never* get that fast here as we only have wet string into the house. BT estimate 2 - 3MB tops.
I really want (wanted) to stay with W - I've hosted freebie sites with Freeserve since 1997, hardly ever had dial up trouble or email server trouble, and the wireless router setup is great, saving on any other network stuff I'd need. So why are they making it so difficult for customers to like them?
If your ADSL connection is wholesaled through wanadoo via BT, BT should NOT be contacted. Your contract is with Wanadoo, Not BT. BT's contract is with Wanadoo - Not you. As such, BT have no contract with you to advise and recify faults, that contract exists between Wanadoo and BT. Not to mention BT can refuse to deal with you and push you back to wanadoo....
If your ADSL connection is wholesaled through wanadoo via BT, BT should NOT be contacted.
I concure - but I spoke to a very helpful and sympathetic chap at BT for their take on my situation & a confirmation of any line problems. He said it wasn't the first time he'd had such conversations, and that you have to convince W to take ownership of the problem and sort it with BT Wholesale.
Wanadon't finally admitted today, 16th May, that there is an "LLU problem" and it may take up to 3 weeks to fix it. This is the same 'fault' story they told a mate of mine on the other side of town 2 months ago.
Broadband finally re-established Tues 6th June. It's a bit patchy - several dropouts of service with varying re-connect times from a couple of seconds to a couple of minutes. But hey, looking reasonably good. Still only around 2 - 2.5 Mb due to phone line constraints etc.
W carried on charging throughout the period of outage despite promising they would not.
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