I feel like i've spoken to every person within the customer service department at Wanadoo.
About 2/3 years ago i was a member of Freeserve. At the time i hosted a website from the free space which is allocated to the account.
I then left Freeserve and transfer the web site to it's own domain (www.doveridgesteam.co.uk). But, when i search for doveridgesteam on google the old website is still there....this is 2 years after i cancelled my account and it should have been deleted. This is causing load of problems because the information is out of date and i have no way of altering it.
So......I contacted Wanadoo.
Firstly i spoke to Customer Services department. They told me that they couldn't help delete the site and that i should write to the head office and explain my problem.
So......I wrote to the head office.
A while later i recieved a letter of response. 'Unfortunately, we do not address techical issues from this department' They reccomended looking on the web site or contacting the Technical Support Team. As i'd already looked on the website, i decided to phone the Technical Support Team.
So......I called the number.
After at about 15/20 pence of listening to the standard discalimers (50p per minute) i finally got to speak. I explained my problem. The reponse, sorry but we can't help. Please look on the web site at the mysite help details and send an email to support email address.
They replied with: 'This email provides a comprehensive list of FAQs which will hopefully answer any questions you may have about uploading to the old style 15 MB of webspace provided with original Freeserve accounts. We don't reply to individual emails sent to this address, and this will be the only response received'
So i looked throught the FAQ's. One of them was of interest:
5- How do I delete my webspace?
If you wish to remove your webspace, you must firstly connect to your
webspace using your chosen FTP method, as described in section 3.
If using Terrapin you will see all the files uploaded to your webspace
in the top right hand box of the client. If you right click the file
you wish to remove, you can select delete.
If you do not dial into your account for 130 days, your account will
expire, with the content of your website being removed.
Please note that you must be using a Wanadoo or Freeserve Internet
connection to delete the content on your website.
But, i thought, i have not dialed into my account for 130 days so they should have deleted it......but no it's still there.
They responded: This email is an auto-response and is the ONLY reply that is given to mails sent to this address. Please read the frequently asked questions below and the comprehensive online manual located at
www.wanadoo.co.uk/communicate/...tebuilder/ under HELP. If your query or
problem is not answered here or in the online help please see the bottom
of this email for further help.
So.......In desperation i called the customer support line again. This time i was a little more cunning and asked to be passed to the complaints department. To my supprise they lady said that they didn't really have one......so i asked if she could help. She did suggest a few things, but nothing i hadn't tried (Like writing to head office).
So.......I asked for the complaint to be escalated.....eventually after about 30/40 minutes on the phone i spoke to the Team Manager of the broadband support. He was very helpfull but could add nothing to what had been suggested before.
So.......Basically thier response is that they are unable to delete members web sites, even after the 130 day period when it's supposed to be deleted. The final suggestion from the Team Manager was that i should write to head office....again.
BACK TO SQUARE 1.
So......I writing this very long boring note in the hope that someone at Wanadoo will read it and fianlly say YES....we'll delete your website and save ourselve server space.
That's all ask.
I will write to head office again and quote the name of the Team Manager and i'll report back any success.
If Wanadoo are listening....please help.....my email is james@insteam.co.uk.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hello JDH
Thank you for your interest in WanadooProblems.co.uk
Well, if you still know the username and password to your freeserve account, then you should be able to ftp the site from any internet connection, as far as I am aware. In the past I too had Freeserve webspace and know for a fact that I did not have to be on a Freeserve connection:
Option 1: I suggest you try and ftp your site (if using terrapin or other ftp program - IE will also ftp) and rather than delete the pages, change the index page to a Redirecting Page - i.e. put a REFRESH command on it and a note advising the user that they are being redirected.
Options 2 and 3: would be to phone Wanadoo customer services and simply CANCEL the acount - or, as it was dial-up, reactivate it. By taking option 3, the latter, you should then refer back to option 1.
You never know - a representative from Wanadoo may even post a reply to this message - they are monitoring the site - I have been assured this by Wanadoo's PR team!
What was the domain name for the Freeserve site? - If you do not want to post this on the forum, PM or email me it and I'll see if I can assist.
There are ex-Wanadoo employees posting on this site and they may see your post and be able to advise you further...
There's little that can be done directly here, but you could try as Admin's suggested to reactivate the account and then access and change/delete it.
Closest department to deal with this is tech but they can't do anything with websites. Technically it's out of their support remit and just refer to the website.
Unfortunally because it was 2/3 years ago i can't remember the password. To be honest i had completely forgot about Freeserve/Wanadoo and the website untill someone pointed it out to me.
I've tried reactivating the account, but the site tells me that the logon in not recognised.
As far as i can remember i did cancel the account, as i was on an 'anytime' account and they would have continued to take money from my account.
I did ask if they were able to reactivate the account when i spoke to customer services, but without a password there was nothin they could do.
I'm sure if a was to use there websapce for illegal purposes they would soon take it down....so why can they not sort this little problem.
It would seem that as my problem is not a recognised problem, they have no department to deal with it. But there must be someone who works at Wanadoo who had aministrative rights over the whole system. Who deletes account and sites after 130 days?
Thanks, James
p.s. web site which is causing problem is: mysite.wanadoo-members.co.uk/doveridgesteam/index.htm
well i got i free host of wanadoo (home.wanadoo.nl/username) in holland, so i uploaded some s**t on it, after my contract was over, it's still online (they said it will be down after af few month so you can make a backup of your files) and it's still online
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hi JDH
Had an idea....
What you could do is make a complaint to Wanadoo about the site... Better still get your friends and family members to do teh same too - For example, you could cite that some of the images are copyrighted etc. Thus the site would be "illegal" and Wanadoo would have to look into this as it is being hosted on their servers.
Their response should be to get in touch with the site owner - you (they will have your details on file somewhere) explaining that they have receieved complaints and accusations of copyright infringement etc.
Apologise explaining that you put the pictures there for a short while.... Ask for your UN and PW details - they'll do some personal checks - and you'll once again have access..... Failing that, just tell them to delete the site - as they'll have the owner's permission and the details to hand!
I recieved an email from Wanadoo today stating that they have removed the website.
I wandering if this was something to do with this website, as before nobody has been able to help and they have always insisted that they were unable to do anything with the site.
Anyway, many thanks to Jonathan @ Wanadoo.
Hope the site does well as it seems to do the trick.
When I FTP into my webspace, I don't see the index file that would be
causing the "page under construction" site to appear, so I guess
http://myusername.mysite.wanad...ers.co.uk/ is not the right URL
for my free webspace?
Any help greatly appreciated please. The only thing I have found in the help is something along the lines of myusername containing hyphens, but this is not the case
Why I couldn't find that in the help (http://help.wanadoo.co.uk/categoryBrowse.do) I don't know,
Maybe it isn't there. I don't think Wanadoo officially 'support' the 15MB free webspace anymore though it still works. There'd be a lot of disgruntled customers (including me) if they killed it off. I think Wanadoo prefer us to use the Mysite service now.
Quote:
but that hasn't helped me with a lot of my queries
I've never used Mysite so I can't give much help on it but did you see this article:
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