I work for Wanadoo, I can't really say too much about myself as I'll...well...lose my job probably.
If you have specific queries then post here, I'll try checking it every evening and get back to you.
Here's some LLU info for you, our LLU provider is currently slogging through a *HUGE* backlog of stuff. And I do mean huge. We're trying to work through faults from March still, and it *is* taking time, but we are getting there.
I'm probably one of the few people who work in my specific callcentre that gives a damn, I do try go out of my way, call people back, I know my stuff (I love computers, I'm doing a computing degree), just be paitent with people atm, the staff have moaned about LLU more than the people who have had problems because of it!
And if you're on LLU and you've had a problem, you can get a free Anytime dial-up account until the issue is resolved. You should be offered it at the end of every LLU call if you haven't already taken the offer. So ask about it!
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hello Strike
Thank you for posting your comments here...
As I have previously mentioned, I, personally, do not blame teh Wanadoo telephone staff... They all appear to have a script to adhere to when a customer phones technical support which involves going through basic checks (e.g. is the computer switched on etc...) to uninstalling and reinstalling the livebox software, the a line test!
What should be made clear to Wanadoo telephone agents is that if teh agent reads the notes on the customer's accounts, they will see, or should see, immediately that there is an LLU problem and then NOT go through the basic checks and uninstall reinstall....
I must have pages of notes on my account and still I have to go through these basic checks....
I understand that some home users who are not confident with computers do have "silly" problems that are usually resolved with a simple procedure and so these procedures are all well and good for them...
But to blatently ignore the fact that there IS AN LLU FAULT and then go through the same process with the customer is a total waste of teh customers and Wanadoo's time and money (the phone call, time wasted etc.).
I have spoken to a few agents who have tried to be incredibly helpful - there are some there! However, there are a few, who seem to want to aggrevate the customer as much as possibe.
And why is it that we can never speak to a team leader? - Although, on the ocassions that I have spoken to a team leader they have been as helpful as a pair of sunglasses on a man with no ears.
And... Now they are refusing to give their extension numbers!!! So you cannot speak to the same person twice!
Anyway, once again, thank you for posting here Strike. A lot of us here do understand that the agents who do want to help must be as frustrated as the customer.
We don't have a script per say, but we do have a series of checks we have to do, the best thing to say is "hello, my name is such and such, would you like my telephone number? Right, I have been having some LLU problems and if you look at my notes you'll see how long for, can you tell me any further information on the problem?"
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hey Shrike
Apologies for getting your name wrong in the first post!
Thank you for that!
Although... I have tried that too!
But then, the agent puts you on hold for for a few minutes (all of which is costing - see here) comes back and starts talking about doing a line test!
It is a good point that you raised though. By phoning up and being direct, i.e. not waiting for the agent to ask you questions, it seems to get the telephone conversation moving along more quickly... Though not a resolution to the problem unfortunately!
Ahh, on hold? Hmm. Most agents I know don't like putting customers on hold, we get bollocked for it they may be new starters as we're training a lot of people up (which means no waiting to get through!).
Hopefully your issue will get sorted soon mate, the issues are getting resolved pretty well now
If you have specific queries then post here, I'll try checking it every evening and get back to you.
Hi
What’s Wanadoo’s going to do about ADSL Max, I realize they want to push LLU but they must be losing a lot of customers to all the other ISP’s that have offered ADSL Max from day one.
I was told by wanadoo customer support(by email) that Wanadoo is currently 'testing' ADSL MAX for a summer launch. I asked if they could provide a rough date but I am still wating for the reply.
I was told by wanadoo customer support(by email) that Wanadoo is currently 'testing' ADSL MAX for a summer launch. I asked if they could provide a rough date but I am still wating for the reply.
I wouldnt be surprised if they was on about a whole country LLU 8 meg launch so any one who is on a BT equipment with wanadoo will loose it and be migrated onto the LLU system.
our LLU provider is currently slogging through a *HUGE* backlog of stuff. And I do mean huge. We're trying to work through faults from March still, and it *is* taking time, but we are getting there.
You say our LLU provider isnt this wanadoos own equipment in the exchange as your making it out like you are getting wholesale off some one like easynet or bulldog?
Hello. Ex-wanadoo employee here, so I can speak freely
The ISP (At november last year) was looking into providing it's own hardware in a percent of local exchanges, thus the LLU Trial in Leeds and some of London. They have to rely on BT hardware at the moment, and when there is an issue with connection, their hands are tied if the hardware's BT's, as BT try to fob it off as much as they can.
Not defending Wanadoo, but not standing their corner either.
As for the date of launch. You won't get one. The callcenter staff won't have one either most likely. The communication last year internally was appauling.. They again are attempting to resolve this issue.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hello Myles and others...
Well, I have just come off the phone with Wanadoo's PR. My issue still remains unresolved... So that will be 9 weeks tomorrow!...
Apparently, I have been told that they are sending an engineer - a third party engineer (i.e. not a Wanadoo engineer) to the exchange where he (or she) will analyse Wanadoo's equipment. I asked the PR lady to phone me back with this precise information...
So, in Central London, at one exchange at least, Wanadoo have their own equipment which is maintained by third party engineers.
So.. in contrast to what I have been told over the last 8weeks and 6days, the problem seems not to lie with BT as their technical support have been telling me, but with Wanadoo.
I shall post more with respect to my phone call in a new post which will remain static (sticky) at th etop of this forum.
hmmm.. i dont understand some people, i mean it seems to me that your life evolves around the internet. what if wanadoo were to say that you were not able to get the internet with them and a good possibility you will not be able to with any other isp,
you would be f****d then
the way i see it, you cant get a connection ?
LEAVE and stop ya moaning if someone has a problem then yes! post it, maybe someone can help, your hands with Wanadoo, what you expect to find someone on the forums who is an engineer that can goto your exchange and fix the problem.
please!
get a life,,
sick of your whining, its probably for **** anyways so you can just sit in your bedroom and jack off
hmmm.. i dont understand some people, i mean it seems to me that your life evolves around the internet. what if wanadoo were to say that you were not able to get the internet with them and a good possibility you will not be able to with any other isp,
you would be f****d then
the way i see it, you cant get a connection ?
LEAVE and stop ya moaning if someone has a problem then yes! post it, maybe someone can help, your hands with Wanadoo, what you expect to find someone on the forums who is an engineer that can goto your exchange and fix the problem.
please!
get a life,,
sick of your whining, its probably for **** anyways so you can just sit in your bedroom and jack off
i really dont think you gotten the point of this whole forum
would you really be happy with paying for a service you cannot use? thats robbery!!!
plus wat about if u need the net for work? education?
You say our LLU provider isnt this wanadoos own equipment in the exchange as your making it out like you are getting wholesale off some one like easynet or bulldog?
Wanadoo install their own equipment in exchanges for LLU
Wanadoo currently has unbundled 150 exchanges in areas where it has most customers. The ISP promises that most of the UK will be upgraded to 8 Mbps by end 2006.
admin, just wondering, which exchange are you off in Central Lodon?
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they may be new starters as we're training a lot of people up (which means no waiting to get through!).
