This is my experience of the recent Wanadoo fiasco.
We've had Wanadoo Broadband in our house for years - back when they were called Freeserve, in fact. We've never had any trouble with the connection, not once - but on April 1st, mysteriously, we could not connect online.
Now, the thing to bare in mind here is that we have the really old modems 'Freeserve' gave out - the CopperJet ones.
Whenever we tried to connect, it came up with the message 'modem not connected to network'. We left it a day in case the connection fixed itself, (wishful thinking I know), but that didn't work. So we phoned up Wanadoo and told them what was going on.
After phone call one, the person on the helpline determined the problem was with the modem - it was really old and as such was probably knackered. So they said they'd send us one of the new ones, the SpeedTouch ones, and that it'd take 3-5 working days to reach us.
So we waited 4 days internet-less and the modem arrived.
We set it up and... it still wasn't working. Oh joy. So we phoned Wanadoo up again. They said to reinstall the software, have a nice day. We did that - it still didn't work. We phoned them up again the next day.
This time we thought we were getting somewhere. The helpline person said there had been local exchange maintenance on April 1st, and that may be causing the problem. They also said it should be fixed by 6pm that afternoon.
They lied.
Next day, we phoned up again. They said pretty much the same thing, and that it would be fixed by 2pm that day.
It wasn't.
So we phoned them up again - notice a pattern emerging? - this time they said they'd do a line test to see if there was a fault, and to phone up the next day for the results.
So we did, and they said yes, there was a fault on the line and they were going to get BT to fix it. We were also asked to phone up again the next day.
After a week and a bit without the internet, just as we were about to phone up Wanadoo, the ADSL light on the modem finally stopped blinking - the internet was active!
So now we can connect to the internet - although some times, the connection keeps dropping repeatedly. More often than not, it seems. Sometimes it drops every 10 minutes, or it drops about 5 seconds after being connected making using the internet impossible. Wanadoo claim it's because 'the software may not be installed correctly' - which is a load of tosh because it happens on the family PC and my own laptop - as well as with the old CopperJet modem.
Anyway, that's my horror story out the way! Had to vent somewhere!
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hello Saphion
Thank you for posting on WanadooProblems.co.uk
All the above is VERY FAMILIAR - To be honest, getting customers to repeatedly phone back appear to be delaying tactics...
With respect to the line dropping...
This too is a common report by those upgraded to the 8Mb speeds...
However, I did have a friend who also experienced this problem and the resolution was as follows (but this may not apply to you):
As computers are using lots and lots of hardware that require USB connections, many computer users have USB expansion hubs to allow all hardware to be connected to their computer at once (especially in the case of laptops).
Your broadband modem SHOULD NOT be connected via a USB expansion hub... You must connect your modem to a USB port on the computer itself - i.e. a primary connection if you like.
This certainly resolved one problem that I was faced with... Perhaps you could give that a go if the above applies to you. If not, then keep on at Wanadoo!
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