Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
OK, you're wondering... Why is this forum here?
Well, because it is now 28 March 2006 and I have not had my Wanadoo broadband connection (which I'm paying for still) since 7 February 2006...
That's 7 weeks if my sums are correct.
And in that 7 weeks, oh what fun I've had...
It all started when my 2Mb connection (which I was very happy with) was upgraded to 8Mb (in fact 0 Mb as you will see):
I think I have spoken to every member of the Wanadoo Technical Support Team... But never the same person twice... And even when I do ask for a person by name, I'm told that they "do not work at this call centre... We have lots of call centres... Do you have the person's extension number?"... No I reply, when I asked for an extension number I was told that these are not given out! "Well, because we have so many call centres, it is not possible for me to locate that person... I will help you..."
They then proceed to tell me that they will help me, I tell them that I am sure they will not be able to as this problem has been occurring for weeks now, but they insist... I tell them that I should speak to a team leader, in fact I would like to speak to a team leader... "That's not possible. Our team leaders are in a meeting at the moment".
They then proceed to tell me that they will put a fault through... For the umpteenth time. I tell them that this has been done previously, on many occasions. But they insist.
And so the saga continues...
And... I nearly forgot to mention that in the beginning, their helpful Technical Support staff had me uninstalling, reinstalling, setting the Livebox back to manufacturers settings. Which, of course, I knew and (probably) they knew, would not and did not resolve the problem. And they still insist on asking me to do it - which I just refuse to do now... Then, is your username and password entered correctly - oh I think so... It has been checked almost daily for the last 7 weeks!
I will get some time and literally list every phone call I have made to Wanadoo in my "own" area of the forum! I have been quite meticulous in recording teh events of teh last 7 weeks.
And still... No internet connection...
By anybody's standards, this is somewhat unreasonable I believe.
Well... here's to receiving a call from Wanadoo's legal department threatening to sue me over this site... Well... At least it should raise some awareness to the team leaders and the men (or women) at the top - because, on the phones, it is impossible to get put through to these people.
Here's hoping I am back on-line soon...
Please add your comments to this forum.
Start a new thread, answer other queries posted by others... And yes... I think I can help with almost every possible situation now... Other than mine!
The only thing Wanadoo haven't asked me to do is unscrew the casing of the Livebox... I'll just have to wait til my next call....
Of which I have to make and pay for each time... They have never returned my call - even, on the odd occasion that I spoke to a team leader "S", when I was promised a call back - that was on 04 March 2006.
Anyway... time for you people out there to add your comments and views...
Feel free...
I will check this forum regularly and promise to help as many people as I can - you should too - because Wanadoo are not likely to.
**********************
UPDATE 31 MARCH 2006
**********************
After speaking to Wanadoo Technical Support, once again to a different agent, and asking for the team leader who was once again conveniently not available, and then asking for a more superior figure who I was told was more elusive than the team leader, I spoke to a very nice female agent who told me, against my telling her, that she WOULD be able to help... Well, I've spoken to most people there, so why might she be different? OK. I'll speak to you I said!
I asked her to look at my notes. She said she'd read through them quickly. Once again though I found myself explaining the whole story mroeorless. The agent (who I shall not name) then told me that a line test would need to be conducted... Another one I replied... You have conducted 4, maybe 5 already! And each time, a fault is detected BUT, the report "gets stuck in the system" and nobody can tell me what is wrong.
Yes, she replied. It's procedure. Wanadoo and their procedure.
Eventually, after trying to convince her that this would not solve the problem, I had, once again, to let her conduct her line test. The phone call by now is topping 15-20 minutes (which, of course, I am paying for, once again... That once again comes up a lot!).
After this, and repeating the longevity of this situation, 7 weeks, I asked her what I was to do... Call back in 4 hours to hear the same reply as the last 4 or 5 times, or call back in 24 hours or 48 hours? After some persuasion, she said that she would call me back... And I've heard that one before...
I explained that nobody from Wanadoo, including team leaders have EVER called me back... She promised she would. She would call me around 3pm on Thusrday. What could I do? She wouldn't put me through to anyone, she couldn't resolve any issues there and then, not without this beloved line test anyway.. So I said that I wouldn't hol my breath by I would expect her call at around 3pm tomorrow.
She was an extremely pleasant agent and I did feel that she WANTED to help but was being held back by Wanadoo's procedures and the lack of support from her so-called team leader/s.
So we ended the call.. Now the wait.
Thursday came... 3pm - Nothing.... 3.30pm - Nothing... 4pm - Phone call - Is it? Could it be? It can't be... It is... It's Wanadoo!!! Unbelievable.. The agent I had spoken to on the Wednesday was calling ME!!! I was in so much shock I didn't know what to say (told you she WANTED to help!).
So... I ask her gingerly... What news have you for me... Well she reports, there is no line fault detected by the line check...
Pardon - that cannot be so. I was away from my Livebox at the time and so needed to call somebody back home to check the flashing @ symbol - strangely, today it is now flashing slowly as opposed to quickly as it had been for 7 weeks...
Has she done it?
I asked her to wait while I relayed the information to check the ADSL status of the Livebox...
Double click Configure Livebox.... etc. etc...
Re-enter username and password (with the agent telling me to ensure it was entered correctly - I think I can do this blinfolded by now I have done it so often).
Click submit....
And....
Wait....
Wait...
ADSL Status: PPP Server Down
I knew I had been getting too excited....
Fault still there.
No connection to broadband.
So now what?
That's what I asked this very nice, wanting to help, agent...
Well, please hold....
She comes back a minute or so later (NOTE: WANADOO IS NOW PAYING FOR THIS CALL!!!)
We can offer you FREE Wanadoo Anytime dial-up until this issue is resolved...
Well, that's the first good-will gesture that I have receievd from Wanadoo.
I explain that this is no good to me. I want broadband.
I ask whether Wanadoo can downgrade me (so to speak , in fact it will be upgrading really - I have 0Mb connection currently) to the 2Mb system that I was using prior to this fiasco.
One minute sir... Once again I have to listen to their dreadful music....
That is not possible I am afraid...
So now what?
Well, after some more time on the phone, the agent tells me that I shoudl ring back in... WAIT FOR IT...
READY....
4 weeks......... YES 4 weeks.....
That will be 11 weeks without brodband which I am paying for! This is disgraceful I tell her - she agrees. But she is unable to do anything other than tell me that I will be refunded for the time without broadband - refunded? I shoudl be give free broadband for life for putting up with this mess.
I realise there is nothing she can do... I can't speak to any team leaders - once again - but to be fair, I'd rather speak to her because at least she was trying to do something...
So. I tell her I shall call her back (I have her name and extension number) in TWO WEEKS. Just to check progress and ensure they haven't forgotten about me. I then tell her that I hope she is still working then... She laughs... Maybe she'll be gone by then!
So until two weeks time... I have to wait... without broadband...
Well, I think it is time to write to Ofcom and BBC Watchdog.
Watch this space.
And - by the way - I am sure that WANADOO have now picked up on this forum - they're watching - as I guessed they would do -
Well WANADOO:
I hope you are reading this and you get yourselves sorted soon... Because if you carry on like this, there will be no Wanadoo customers (or new ones at least).
Last edited by admin on Fri Apr 07, 2006 8:28 pm; edited 1 time in total
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
NOT posted by admin - transferred from WanadooProblems previous forum:
Hi,
You left a post on our Test Bed blog highlighting your problems with Wanadoo. There's a second Wanadoo blog on the site, which has also been getting complaints.
I've contacted Wanadoo's PR, and asked them to look into these issues, and see if they can come up with some easy fixes which they can post on the blog. For those who posted more serious problems - including yourself - I've asked them to try and help you directly.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Thank you for your comments...
I did see both of the blogs on your site but decided not to use both with my story as it may look lilke I am spammin to promote this site - FAR FROM IT !!! I just want my issue with Wanadoo resolved!
I thought by setting up this website it may force Wanadoo to look into these matters...
I have read hundreds and hundreds of posts on many forums/blogs from grieved Wanadoo customers complaining, essengtially about their lack of technical knowledge and service and customer support.
I too am in IT and have always recommended Wanadoo - they have been an excellent ISP for the most part. The only drawback is when something does go wrong, their support is horrendous (or simply just not there).
For some of my customers who I deisgn websites for and also have recommended Wanadoo, I have set up their own Wanadoo support pages... Just in case... The problem being that if they contact wanadoo technical support, they have to go through their "procedures" which, I agree to an extent there has to be some procedures, but COMMON SENSE never seems to prevail in some cases.
I feel that I am now an expert Wanadoo installer and problem finder!!! So when I phone Wanadoo and they want me to uninstall and reinstall before they will take matters further, I get completely hacked off...
Now, I just tell the agent who answers the phone to "read my notes please"... They obviously don't because (1) There are so many of them! and (2) they ask me questions that are clearly in the last set of notes added. Not sure what sort of a set-up they have.
Anyway... I'm ranting on again! Sorry!
I shall keep you informed of how things are going... I shall email you this afternoon.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Note: not posted by admin - transferred from previous WanadooProblems' forum.
I'd Like to Point out that Wanadoo CANNOT refuse a request to speak to a team leader/ higher management - Its an OFCOM requirement. Im sure they'll be interested in that also.[/i]
Last edited by admin on Sun May 28, 2006 10:03 pm; edited 1 time in total
my friend worked in a call centre dealing with computer problems, reassuring novices and techies alike when they had problems BUT he is practically computer illiterate, and just followed the prompts on the screen, in fact he has only recently purchased his own computer which i had to set up for him.
The problem is that these companies employ anybody they can, cheaply, so that they look like they are offering a great service. This works for simple problem which people may have, but when you really have a fault you get trapped in a frustrating loop.
BUT he is practically computer illiterate, and just followed the prompts on the screen
Isn't this the problem with ALL call centres - a brief training day on how to use the company's computer, how to manage difficult callers, then you're on your own.
Then as customers, we find ourselves talking to, effectively computers!
Wanadoo, as well as others no doubt, need to sort this out soon. I hope they do - I'm not affected just yet, I am with Wanadoo, but on their 2Mb - NO 8Mb for me just yet thank you!
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hi sweeperdog
This function is enabled...
You will find the link at the bottom of the home page:
You should also find that there are red stars by the forums and posts which you have not viewed.
If you do not seem to have this function, let me know and I will look into it - it certainly is activated and has been since WanadooProblems.co.uk started.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
admin wrote:
I'd Like to Point out that Wanadoo CANNOT refuse a request to speak to a team leader/ higher management - Its an OFCOM requirement. Im sure they'll be interested in that also.
Hello Admin,
Can you point me to the relevant OFCOM requirement? What happens if the customer is told that the supervisor is busy?
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hi sweeperdog
No problem - glad you've resolved it - must have been an awful nuisance having to search through the posts without that feature!
edit: Actually, just thought - there will be an issue with cookies if you are currently attempting to log in under orangeproblems.co.uk - you should be transferred to WanadooProblems.co.uk where all will work...
Hello alaninfallowfield
alaninfallowfield wrote:
Can you point me to the relevant OFCOM requirement?
The posting was not actually by me - I should have made an edit note on that post but overlooked it - I will add one now...
The post was put on the original forum for WanadooProblems which was then updated. Posts were transferred over using the username guest in most cases, though a few are down as admin! Sorry!
I'll have a look and see if I can find who originally posted that comment and whether they are still a member.
I would have thought that it was a general legal requirement that one could speak to a senior person within a company if they were not getting satisfaction with a junior member - but not sure really...
IT is possible to speak to a supervisor but there are a number of dificulties for csas doing this
1) we needs to load up the acount and ask what the problem is, a supervisor will not come on if the csa has nottried to resolve the issue.
2) actually finding a superivor willing to take it, most of the time i tried with cust support team leaders i went round the whole lot, all said ' sorry busy' and they were just looking at the computor screans seeing what we were doing
thankfully the process has now changed an escalations team now takes these call but step one still applies, they wont take the call over without a reason and without the csa trying to solve the problem
Front line agent is supposed to DPA the cmr first and offer to assist becase escalations is not tech trained. they just take supervisor calls. If a cmr wants to speak to some1 higher up because the frontline CSA havent been much help then the cmr has the right to request to speak to a supervisor and will be transferd over to escalations. how ever it is kind of hard to get a tech team leader/ team manager or any other High rank personell to take a call. it is rather imposible.
_________________ THE FUTURE IS BRIGHT AND THE FUTURE IS Orange
Why is it so difficult to get to talk to someone with a reasonable grasp of both the technical issues and the ability to get the faults team to fix things when the problems are clearly not on the customer's side?
The problems you describe are exactly the same as I'm experiencing at the moment. I'm up to the 9 week mark, not having a connection since 26th November 2006.
Everything you mention has happened to me - each time I call they ask me to reset the Livebox or check whether I'm synchronised or do a line test etc, or any number of these variants. I call 2 to 3 times per week (usually on hold for around 30 minutes). When I get through the test hasn't been done, the test is stuck in the system or the test shows a fault and will be escalated. I'm asked to call back within 48 hours etc. Then it's all back to square one the next time I call.
I'm not able to speak to anyone who will 'seize' the problem and I'm going around in circles. Have you managed to resolve the issue? What was the outcome and did you do anything further?
As a subnote I always call 150 from my Orange mobile and go through the automated prompts. This doesn't seem to cost me anything (other than about an hour of my time!)
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