After over 3 months without connection, on top of woefully poor customer service and fault resolution, I'm going to try to hold Wanadoo to account.
The most straightforward way I can find for this is arbitration via Cisas (COMMUNICATIONS & INTERNET SERVICES ADJUDICATION SCHEME). If you have a complaint and want to seek compensation via an independent adjudicator, you can go to Cisas (www.arbitrators.org/cisas) for arbitration and Wanadoo will abide by their ruling.
I'll be doing this alone if I need to, but I thought it might carry more weight, prevent Cisas being overloaded, and perhaps garner more media attention, if I joined forces with any of the rest of you who'd had similar problems. If the posts on this website are anything to go by, there are quite a few of you.
Feel free to reply on this forum or to PM me if you're interested. I'll collate names and fill in the forms and so forth.
If you've found yourself doing Wanadoo's job for them (checking up on faults, asking lost fault checks to be resubmitted, etc), it'd help if you can collate the time you've spent on the phone - I don't see why they should be getting this service from us for free!
Hi,
I'd be very interested in this but not sure I'd exactly fit the bill so to speak.
I signed up to Wanadoo at the end of March and was promptly (they did something right!) sent the equipment. On the 6th of April I was told that my line was ready, so I tried to connect but no luck. Have emailed their tech support who after 4 emails told me to ring tech support for a line test, which contractually they are supposed to carry out sufficiently.
I have not yet recieved my dreaded phone bill (I am a starter so suppoert is 50p a min) so times are approx but this is the calls I have made so far which I feel they should foot the bill for:
22th April - Call tech support requesting line test. 15 mins.
23th April - Am told there is a fault on the line which BT will take care of. Ask me to call back in a few days. 10 mins.
28th April - Am told to ring back in 3 days for a progress report. 10 mins
1st May - Am told fault is fixed, they ask me to shut down computer and put modem in....still getting flashing green light. Man tells me to swap filters, I tell him this will cut him off, he says it won't. Unplug phone and he gets cut off which means having to ring back and wasting two mins giving details again. Am told they will redo line test phone back in 24 hours. 15 and ten mins.
2nd May - phone up just to be told line test results aren't ready and I must ring back in 24 hours. 10 mins.
The last phone in particular was due to their fault, is there anyway I would be entitled to compensation.
After over 3 months without connection, on top of woefully poor customer service and fault resolution, I'm going to try to hold Wanadoo to account.
The most straightforward way I can find for this is arbitration via Cisas (COMMUNICATIONS & INTERNET SERVICES ADJUDICATION SCHEME). If you have a complaint and want to seek compensation via an independent adjudicator, you can go to Cisas (www.arbitrators.org/cisas) for arbitration and Wanadoo will abide by their ruling.
I'll be doing this alone if I need to, but I thought it might carry more weight, prevent Cisas being overloaded, and perhaps garner more media attention, if I joined forces with any of the rest of you who'd had similar problems. If the posts on this website are anything to go by, there are quite a few of you.
Feel free to reply on this forum or to PM me if you're interested. I'll collate names and fill in the forms and so forth.
If you've found yourself doing Wanadoo's job for them (checking up on faults, asking lost fault checks to be resubmitted, etc), it'd help if you can collate the time you've spent on the phone - I don't see why they should be getting this service from us for free!
Cheers,
Martin
HI Martain sorry i took so long to respond back. At the moment my conncetion is a bit on and off. Im able to connect in the evenings but not in the mornings. I have been exchanging phone calls with some women who is apparently part off some dedicated team on the ;LLU issue. Right now my connection seems to be working. But i still ha am interested in what your doing as my issue is still not sorted. Why dont you make this a main topic to get it more noticed and give some more detailed on what you have planned. Once again thanks for the concern.
I live in the outskirts of Manchester and have been suffering what can only be described as a p**s poor connection since late February/early Manchester when I was 'upgraded' to 8mb including LLU (presumably the LLU part without my knowing - I don't recall any mention of this?).
I too have had constant disconnections, around every 20 seconds during the evening, around twice an hour during the day. I've had a new alcatel usb modem sent out, I've had numerous line tests, I've bugged BT, I've called customer services, I've called the 'technical' helpline more times then I care to count. Nothing, rien, nada...
My current download speed tonight, on broadband downloading the SVG plugin for the Firefox browser is 0.5k/s - now forgive me, but I thought b/band was 10x faster than dialup????
I have received almost constantly shockingly poor support and customer service - compounded by working during the day and having to call Indian call centres at night. Once in a while, I do get a UK operative who is almost certainly wincing at the other end, knowing full well they are cannon fodder when they are certainly bright individuals who deserve better.
I work for a certain high street bank who made the same outsourcing decision and are now facing projected closure within 5 years if they don't sort their act out as customers are leaving in droves (as I would were my pay not transferable elsewhere - surely not legal?). Wanadoo/Freeserve/Orange (whatever they call themselves this week) are probably heading the same way.
I have done everything in my power, I replaced my extension with 6-core twisted cabling to ensure I wasn't losing signal at my end - 1db SNR drop over 30m suits me just fine, in fact thats almost audiophile quality!
Recently, I finally played the 'I work in IT' card when asked to delete my cookies in Explorer - can nothing better be done? Theres a big stinky cover up going on and the UK helpdesk are beginning to figure it out and leak the details.
Wanadoo(Wanadon't)/Freeserve/Orange please sort this out, restore my non-LLU connection at 2mb or refund my as per now (11/05/2006) 3 months+ £27.99 payment so we can call it quits.
Whatever, this is a shambles...
Where do i sign for action?
Matt Verran
_________________ If I did my job as bad as Wanadoo, I'd not be able to afford my £27.99...
After over 3 months without connection, on top of woefully poor customer service and fault resolution, I'm going to try to hold Wanadoo to account.
The most straightforward way I can find for this is arbitration via Cisas (COMMUNICATIONS & INTERNET SERVICES ADJUDICATION SCHEME). If you have a complaint and want to seek compensation via an independent adjudicator, you can go to Cisas (www.arbitrators.org/cisas) for arbitration and Wanadoo will abide by their ruling.
I'll be doing this alone if I need to, but I thought it might carry more weight, prevent Cisas being overloaded, and perhaps garner more media attention, if I joined forces with any of the rest of you who'd had similar problems. If the posts on this website are anything to go by, there are quite a few of you.
Feel free to reply on this forum or to PM me if you're interested. I'll collate names and fill in the forms and so forth.
If you've found yourself doing Wanadoo's job for them (checking up on faults, asking lost fault checks to be resubmitted, etc), it'd help if you can collate the time you've spent on the phone - I don't see why they should be getting this service from us for free!
Cheers,
Martin
Count me in. I have allready submitted my claim, however since my issues included those of others by law they should be considered as a CLASS ACTION against the defedant.
I'd like to know exactly where I stand with Wanadoo/Orange regarding the ridiculous amount of time and money that has been wasted on Customer/Technical Support. Particularly when you take into account that I have been phoning them regularly, asking them to implement a speed increase which was promised on 5/11/05 which has only just been fixed.
Apparently there was no evidence on their system of any of my previous calls. If Wanadoo/Orange are insisting that these calls didn't take place, am I entitled to some form of refund for their cost?
I'm going to go visit the CAB this week and see what they suggest.
I had a similar experience with NTl for phone/tv/broadband. I was awarded a full refund for every penny I had paid them for 6 months plus compensation. I also got emails of apology from the area director and the MD which meant I could reply and tell them exactly what I thought of their service, this was worth more to me than the compensation.
But none of the thousands of phone calls counted for anything, it all rested on 8 letters sent over a 6 month period, none of which was ever answered.
NTLs immediate defence was to deny ever recieving a letter from me, they must be recorded delievery so really stick it to them. Oftel used to deal with complaints themselves but due to the vast number involved they are renamed ofcom and will not deal with individual cases now. Orange have to assign an imdependant body to review disputes mentioned above but unless Orange reply to my letters I have to wait 12 weeks to complain further. 3 months with no broadband is not an option, small claims court seems to be the way to go. No solicitor or legal fees involved, if you lose you will be £40 out of pocket for court fees. Never used small claims court before but unless Orange get my broadband working its gonna happen. I will let you know how it works out.
I forgot to mention that my problems with NTL only started to get resolved after posting complaints on NTHELL, NTL sufferers website. So big thanks to the organiser of this site, NTHELL battered NTL so badly they ended up having to buy the site
The best bit was when NTLs area directors assistant phoned me at work to try to resolve the problems. I asked my work college (in a voice loud enough for her to hear) to put her on hold for 45 minutes then hang up. when she phones back put her on hold for 45 minutes, then I will talk to her.
Nothing wrong with that, its what I had to go through if I wanted to talk to NTL.
Finally! I have broadband again All it took was 2 letters recorded delivery to Orange and the threat of legal action and they have agreed to close my account. A quick phone call to zen internet ( who are great ) and its all sorted. Yes I will be paying more, but zen say I can get 6.5mb as opposed to oranges max speed of 2mb, and I will never ever have to deal with oranges customer services ever again.
Sorry for those of you stuck with Orange but remember the contract is only binding if they can meet their side of the contract, i.e. supply broadband.
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All it took was 2 letters recorded delivery to 
