Oh Man... I am a wreck of the person I once was. I have not been able to connect to my simple 2 meg broadband since March the 17th.
I spent the first 2 weeks onto India, going through the same diagnostic tests over and over again. I eventually decided I would cancel, and they told me to go to customer services. I eventually got through to technical support in middlesbrough, and I am still doing the same diagnostics with some extra thrown in.
I have had:
9 BT Line Tests
1 New Modem
BT User tests@ domain startup (many times)
totally reinstalled my PC
Numerous new connections.
They are supposed to be calling me back today after 6 to give me the results of another test (somthing to do with what I last logged on at).
I have been advised I cannot cancel, as they can log on at their test computer using the @fs (Which I could never do - I use @bb4) If I want to cancel I have to pay the remainder of my subscription, or they will take me to the small claims court.
They Keep blaming BT, then I spoke to one really arrogant guy yesterday, wo told me it is not a problem with BT, its a communication problem between me and wanadoo.
It's possible you could have accidently infected yourself using what you thought was trusted software..
I personally use Spybot - S&D and Ad-Aware on my home PC, never heard of Spyware Nuker myself... Anyone else know anything of that program?
_________________ -----------------------
Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hello totally_had_it
Not sure about teh program you have mentioned, spyware nuker, but could recommend that you use McAfee's Stinger. This is a free to use (and updated) program which will scan the whole of yuor computer and clean up any viruses, spyware and adware.
ENSURE YOU READ THE INSTRUCTIONS BEFORE DOWNLOADING AND INSTALLING IT - Make sure it is compatible with your system!
I'm sure you do not need telling, but... Especially with broadband, but for all internet connected computers (in fact any sharing CDs, DVDs or other media) you should have security software installed on yuor computer... It really is cost effective in the long-run!
I do hope this resolves your issues. Stinger is a relatively-painless procedure which should take no time at all.
I have the same problem they have no resolution to fixing this problem. They say that i just have to change the password but it still doesnt make a difference. The interntet works at times but not all the time, it does'nt work when you need it to work this is the biggest disadvantage. And when you call the Technical support most of the time, you are speaking to a indian that doesnt know what they are talking about half of the time. The troubleshooting they take me through is n good either, it doesn't make a difference when trying to make the internet work!!
Joined: 07 May 2006Posts: 5Location: CANNOT DISCLOSE
stamz786 wrote:
I have the same problem they have no resolution to fixing this problem. They say that i just have to change the password but it still doesnt make a difference. The interntet works at times but not all the time, it does'nt work when you need it to work this is the biggest disadvantage. And when you call the Technical support most of the time, you are speaking to a indian that doesnt know what they are talking about half of the time. The troubleshooting they take me through is n good either, it doesn't make a difference when trying to make the internet work!!
I am an Indian and i work as Technical Support Agent for Wanadoo and we Indians do understand English and we know wat we are talking.Please stop makin this an India vs England issue other than a Wanadoo problem u have.We Indians aint dumb but there are certain guidelines that we have to follow,there are rules and boundaries to the support we can offer.
This is the feedback that we have recieved from Wanadoo regarding the problem that you and many other people have.Hope This answers all your questions.
Please note: You may have noticed some instances when the username returned from a radius log check is showing as 'GEORGE'
It's been confirmed by BT that this is due to a manual one shot check being performed in the BT woosh system. This happens when the 'username' field, which defaults to bt_test_user@startup_domain, is being overwritten with the word GEORGE. Could you ensure that if a manual BT Woosh test's performed for whatever reason, that the username is left as default.
front line CSA
Please disregard any references in the radius log report to 'GEORGE' - if you've not already done so, ask the customer to try logging in using their correct username and password before re-running the Radius Log Test
I have the same problem they have no resolution to fixing this problem. They say that i just have to change the password but it still doesnt make a difference. The interntet works at times but not all the time, it does'nt work when you need it to work this is the biggest disadvantage. And when you call the Technical support most of the time, you are speaking to a indian that doesnt know what they are talking about half of the time. The troubleshooting they take me through is n good either, it doesn't make a difference when trying to make the internet work!!
I am an Indian and i work as Technical Support Agent for Wanadoo and we Indians do understand English and we know wat we are talking.Please stop makin this an India vs England issue other than a Wanadoo problem u have.We Indians aint dumb but there are certain guidelines that we have to follow,there are rules and boundaries to the support we can offer.
This is the feedback that we have recieved from Wanadoo regarding the problem that you and many other people have.Hope This answers all your questions.
Please note: You may have noticed some instances when the username returned from a radius log check is showing as 'GEORGE'
It's been confirmed by BT that this is due to a manual one shot check being performed in the BT woosh system. This happens when the 'username' field, which defaults to bt_test_user@startup_domain, is being overwritten with the word GEORGE. Could you ensure that if a manual BT Woosh test's performed for whatever reason, that the username is left as default.
front line CSA
Please disregard any references in the radius log report to 'GEORGE' - if you've not already done so, ask the customer to try logging in using their correct username and password before re-running the Radius Log Test
Do reply if you need more INFORMATION.
So.. What does/can a customer do? The infomration provided, whilst technically correct, doesn't really explain to the standard user what to do and how to resolve it, except for the information saying "keep the username default"
What if this changes, what do they have to do then?
_________________ -----------------------
Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
Well that info is pretty much meaningless to customers. Basically all it really means is try the normal username and password again and if it fails then do a line test. The test should show if the wrong username or password is going through and the result should mention this.
The only things I can suggest is double check your username and password and try all the domains to be sure.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Dear techsupport
Thank you for your post.
Firstly, I would like to say that on behalf of WanadooProblems.co.uk, we have no issue with Indians working for Wanadoo as Technical Support agents.
However, the frustration that Wanadoo customers have when speaking to Tech Support which is located outside the UK is that they feel there is nothing other than a "reading from scripts" service that is offered - this too is the same for UK based Tech Support.
It certainly is not
Quote:
an India vs England issue
and customers and tech support that think so are misguided, probably by their frustration with Wanadoo... If they are unable to speak to somebody higher up the chain, then they will start blaming the only person they can speak to, which so happens to be tech support in India in a large proportion of cases.
Another issue is accents... This may come across as somewhat politically incorrect, but it is a fact... No matter where somebody is from, London, Liverpool, Manchester, Birmingham, Belfast, Newcastle, India... they will have an accent which is different from others. It can be difficult to interpret accents in some cases (I have travelled all over the UK, and outside, and know this for a fact - it often takes a long time to catch all the local colloquialisms). In these cases, it takes a lot of patience, from tech support and the customer which, on top of the frustrations that both parties are experiencing (the former limited by procedures, the latter no / limited service) can be somewhat demanding at times…
The issues here are the lack of support from Wanadoo. Whether that be their technical or customer support. Both agents and customers want more from REAL support from Wanadoo.
I thought that I was reading the letter that I have just sent wanadoo (or wanacrap). I have had exactly the same issues I sent 3 emails that were not answered so decided to stop payment, guess what, it gets their attention. basically I have had 4 line tests I hae tried all of their logins and I get wireless connected, but can't get onto the Internet. Now they are threatening legal action, and I have told them I will pay if they get it working.
[quote="totally_had_it"]Oh Man... I am a wreck of the person I once was. I have not been able to connect to my simple 2 meg broadband since March the 17th.
I spent the first 2 weeks onto India, going through the same diagnostic tests over and over again. I eventually decided I would cancel, and they told me to go to customer services. I eventually got through to technical support in middlesbrough, and I am still doing the same diagnostics with some extra thrown in.
I have had:
9 BT Line Tests
1 New Modem
BT User tests@ domain startup (many times)
totally reinstalled my PC
Numerous new connections.
They are supposed to be calling me back today after 6 to give me the results of another test (somthing to do with what I last logged on at).
I have been advised I cannot cancel, as they can log on at their test computer using the @fs (Which I could never do - I use @bb4) If I want to cancel I have to pay the remainder of my subscription, or they will take me to the small claims court.
They Keep blaming BT, then I spoke to one really arrogant guy yesterday, wo told me it is not a problem with BT, its a communication problem between me and wanadoo.
I am at the end of my tether, can anyone advise?[/quote]
Be aware if the account is inactive because of the billing it's impossible to fix the issue. On a perfect setup when inactive guess what error you should get...
0691 Username and/or password invalid on the domain!
Just to update, I have finally managed after 5 weeks of to-ing and fro-ing to cancel my broadband connection with Wanadoo!!!!!! I got a specialist to call from my house and go through the same diagnistics I hade done probaby 30 times before.
Just to clarify, it was actually the technical suppost centre in India that agreed that there was nothing more that could be done for me, so they forwarded a cancellation notice. this made me a very happy bunny indeed. I am a bit cross that the guys in england just kept me hanging on, especially when they were giving me their names and extension, and telling me to call them direct through customer services then customer services would say that it was against company policy to do this. (It started ok, but n the end I was not even getting through that route, I bet there was a big sign that flashed up on my account saying " please antagonise this customer at all costs"!)
I am just happy to be rid of Wanadoo, so I did not even bother trying to claim the pounds worth of phone calls and 5 weeks down time.
I am now (for the moment) a very happy customer of Tiscali Boradband, but do realise they are all the blinking same underneath!! When I got my Tiscali pack it connected first time - euphoria at last!!!
If I could offer some advice, just be patient, and dont write off the indians, they can get things done (all be it 5 weeks down the line!!)
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