we need to do something about this it is getting frustrated for me, they want us to pay for nothing, and there customers service and technical support service are absolutely useless, because we are on a 12 month contract, we have been conned, they are tryoing to et money from us fro nothing.
i am so pisssed offfff
I complained to Watchdog on 13 November 2005 and just got a postcard back to say thanks. They have lots of similar letters and quite frankly they weren't interested. I also complained to Which? the consumers magazine and again nothing.
I am fuming about the service I had from Wanadoo. If you are too then get out before you waste more time and money and anger on their lack of service!
1.Forget the twelve month contract, you never signed anything.
2.If you are getting no service cancel your direct debits and write to Wanadoo and tell them why you are cancelling. I wrote Three times to their board, customer services etc.with no reply. I still have their useless livebox!
3. I got my bank to refund my direct debits that i had paid Wanadoo so far, as I explained to the bank that I never got a service from them and I wanted my money back. The money back just about covered the £35 plus I had spent phoneing their useless helpline.
4. Sign up to eclipse, they are one of the top 5 ISP's I now have a fantstic working internet connection with eclipse, not one problem and I have never looked back, all for £17.99 a month.
How did you get Wanadoo to remove their 'tag' from your line?
I cancelled our direct debit, but then resinstated it because Wanadoo told me that it needed to Be Broadband for them to refund our money. And also because they refused to remove broadband from our line, so we couldn't get an alternative service elsewhere in the meantime.
Our next payment (the last one of our 12 month contract) goes out in 10 days. I can't decide whether to let it go and then try to get a refund, or whether to cancel the direct debit and cut our losses.
I did think there would be some problem with the line, but Eclipse must have dealt with it. Becuase I never had any problem. I just told Wanadoo I was cancelling, I did have to get through to a superviser to do this. Then immediately signed up to Eclipse on-line and from that point everything went like clockwork. You can even see on Eclipse website every day how far they have progressed with getting you signed up.
Wanadoo did say they needed my direct debit details again after I cancelled to refund my money. I gave them them my bank details after cancelling for a refund and they took another payment instead.
It was at this point I contacted Barclays. They saw I had cancelled the direct debit previously and I said I only gave Wanadoo my details again for a refund. The bank told me that Wanadoo did not need my details again to refund me, at this point they were fantastic, Barclays refunded me the last payment, then refunded me the 2 previous payments too within a day.
Then I had a letter from Wanadoo saying they had agreed (They had no choice as the bank took the money back) to the direct debit refund to the bank and could I still pay them? I tore the letter up and have heard nothing since, that was 4 months ago.
My advice is don't pay them a penny more! Check with your bank whether they need the details for a refund, my bank said they didn't.
They have no right to hold broadband tags on your line, its comething to do with migratory access codes, but as I said Eclipse sorted all mine out.
Appalling customer service from Wanadoo and contravention of OFCOM rules on migration
On April 27th we lost our broad band connection, and this was our experience of Wanadoo customer support:
• Wasting our time on premium rate lines –are technical service staff on some kind of time bonus?
• No one taking responsibility or taking the problem seriously until we asked for their names
• Lack of co-ordination and information sharing among support staff-each time we had to explain the problem and go through endless uninstalling, re-installing, plugging unplugging etc, despite our protests that we had done it all many times before. Our equipment, BT phone line and competence were blamed for days involving us in hours of wasted time checking and rechecking everything. Once following instructions the whole system locked and I was advised to get a PC technician from PC World and not touch it as I would loose all my data!
• Eventually we were told that many other customers had the same problem with the line. We were endlessly told to phone back in 24, 48 hours etc only to find nothing had been done
• And finally after 2.5 weeks they admitted it was the Wanadoo server.
• After many complaints we were told we would not be compensated, but eventually we were put on dial up. Later they agree to refund the fee for the weeks lost
• When we asked for a MAC key to migrate to another provider we were told we could not because we had a contract. After checking our agreement phoned again to be told there was no point in migrating because all service providers would have the same problem.
• And then again having been passed on to Three managers finally told we would be sent the MAC number to my work e-mail and assured they would not close down the account until I had migrated. The key number never arrived and when I phoned again to ask for it they refused because my account had been closed. Tried again to be told it would take 10 days to clear the line and there was nothing I could do about it. This means I will be offline now for at least a month.
_________________ Complaints about appalling customer service, cut off from braod band for 2.5 weeks AND the final straw -they refused to give me a MAC number so I could not migrate to an alternative provider
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
It's worth asking on the newsgroup uk.legal.moderated to see what they think your chances of winning any civil case against Wanadoo are. You might be able to sue them for the connection fee to your new ISP. If you do decide to pursue a claim then it could be done on the "small claims track" - see http://www.moneyclaim.gov.uk
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