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< Problems with upgrades to 8Mb ~ JUST HOW MANY WANADOO CUSTOMERS ARE HAVING PROBLEMS WITH LLU

dresta

Posted: Sat Apr 08, 2006 4:37 pm

Joined: 08 Apr 2006 Posts: 32 Location: london

I am so glad i found this site. I now feel i am not alone with my problem with Wanadoo. I have been down for about 6 weeks am it seemed i was on my own battling Wanadoo when will this nightmare end. i wander how many customers this has effected. Did they role this llu line out to everyone and it has effected only a minority of customers.

OrangeProblems

Posted: Sat Apr 08, 2006 4:37 pm

Full information on how to change your broadband provider here. OrangeProblems.co.uk

cherrion

Posted: Sat Apr 08, 2006 5:07 pm

Joined: 07 Apr 2006 Posts: 105

I am not on their LLU and have not had any problems.

admin

Posted: Sat Apr 08, 2006 5:10 pm

Site Admin Joined: 07 Apr 2006 Posts: 784 Location: United Kingdom

Hello dresta and welcome to WanadooProblems.co.uk

I can assure you that you are not alone!

This website has only been up and running for about 8 days now and is already getting thousands (literally) of visitors daily. Mainly helped by publicity from various IT websites.

Wanadoo want you to believe that there are only a "few" customers with an LLU problem... However, by setting this site up, I aim to let them know there are a lot more than just a few!

And what are they doing about it? Well, nothing it seems.

I have now heard from Wanadoo and I shall fight our causes...

I have contacted BBC, Reuters and all the daily newspapers (UK) and hopefully word will spread - in fact word is spreading rather quickly as I see many links into this site from other websites - and not all posted by me!!! I just haven't the time to keep posting. However, it is a cheaper way of getting Wanadoo to deal with the problem than phoning their 0870 Technical support line and 0870 Customer Service line - both of which cost a small fortune - see here

I shall keep people posted on this website with my progress and would appeal to other to do the same.

Wanadoo WILL have to take notice now. Spread the word!

Here's to a speedy resolution to our problems.

thu_uk

Posted: Sun Apr 09, 2006 6:23 pm

Joined: 09 Apr 2006 Posts: 18

they should really take that crap off their website about taking up to 10 working days to process an upgrade rrequest

10 days? more like 10 weeks+ IF ur lucky

OrangeProblems

Posted: Sun Apr 09, 2006 6:23 pm

Full information on how to change your broadband provider here. OrangeProblems.co.uk

Myles

Posted: Tue Apr 11, 2006 12:33 pm

Joined: 10 Apr 2006 Posts: 56 Location: Planet Earth

thu_uk wrote:

they should really take that crap off their website about taking up to 10 working days to process an upgrade rrequest

10 days? more like 10 weeks+ IF ur lucky

Usually it's about 10 days, thats assuming everything goes smoothly. Something goes wrong, then it gets messy.. Think car crash Wink

10 WORKING days is the time advised and agreed between Wanadoo and BT I believe.. Though if the CEO would like to correct me, I've love to be Wink

_________________
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Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.

Insupportable

Posted: Thu Apr 13, 2006 11:45 am

Joined: 12 Apr 2006 Posts: 7 Location: London

Our Wanadoo connection went down on Saturday and I have been making regular fruitless calls to technical support over the last few days - I am sure you know the score all to well.

Last night I was told that my connection had been upgraded from 2 Mb to 8 Mb on 27th March - this is described as the LLU package.

This is baffling - I did NOT ask to upgrade and though in theory this is great I would much rather have 2 Meg broadband that works than non-working 8 Meg.

Latest from Wanadoo is that they are doing another "line test" (at least the 3rd) and that I should call them back on Friday pm to check on how things are going...

I now have NO CONFIDENCE AT ALL in Wanadoo's ability to restore service - only question is not whether I should switch to another ISP as soon as I can, but which one...

Tim

Myles

Posted: Thu Apr 13, 2006 11:58 am

Joined: 10 Apr 2006 Posts: 56 Location: Planet Earth

The issue you've had is an issue with the migration from BT's hardware to wandoo's LLU hardware I'd wager..

unfortunatly this requires co-operation with Wandoo and BT.. communication, and maybe even an engineer's visit Wink

TBH, Get the line checks done, and the work checked.. But make a note on timeframes and what is happening with who..

_________________
-----------------------
Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.

chilled

Posted: Thu Apr 13, 2006 5:10 pm

Joined: 13 Apr 2006 Posts: 4

I've been plagued by disconnection problems since they upgraded my speed from 2.2 to 6.5 (without being asked incidentally!).

Have spoke to numerous people in India by the sounds of it as well as their Uk counterparts and been through all the reinstallation questions, resetting, reconnection etc etc etc and answered the question "are you directly connected to the main BT socket" many many many times (ie "YES" "YES" "YES").

They can't (or won't) downgrade my speed without me taking out another package (with the usage cap which is just no good), and they can no longer give me a MAC code as I've been upgraded!!!!

I'm paying £27.99 per month.

Is the only way to get out of this to cancel my account completely and go elsewhere??? I've been told you have to wait up to 4 weeks for the line to clear before you can reconnect with someone else???

Myles

Posted: Thu Apr 13, 2006 6:53 pm

Joined: 10 Apr 2006 Posts: 56 Location: Planet Earth

chilled wrote:

They can't (or won't) downgrade my speed without me taking out another package (with the usage cap which is just no good), and they can no longer give me a MAC code as I've been upgraded!!!!

I'm paying £27.99 per month.

Your already on a cap. check your T&C's. £27.99 is a 30gb download limit.. you've agreed to it by continuing your use after they declared a change.. speak to wanadoo about that if you want to contend it

_________________
-----------------------
Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.

wildthing

Posted: Sat Apr 15, 2006 2:11 am

Joined: 09 Apr 2006 Posts: 29

I am not on their LLU but from the beginning of this year I have had problems getting a connection as well as problems keeping a connection and I only have a 512k connection speed

chilled

Posted: Tue Apr 18, 2006 12:04 pm

Joined: 13 Apr 2006 Posts: 4

Thanks Myles - am aware of the cap on my account of 30GB - the point is the lower package as a much lower cap which is not useful for my needs!!

Another point is that my account STILL DISCONNECTS!!!!

chilled

Posted: Tue Apr 18, 2006 2:31 pm

Joined: 13 Apr 2006 Posts: 4

After badgering tech support by email I've received a response to say that the fault (ie my constant disconnections) could not be escalated to "another team" in order for a line test as my line is "not provisioned" and I need to call tech support again in "around" five working days - anyone have any ideas as to what the heck this means??

I've been with Wanadoo since the Freeserve days so surely it doesn't mean that my account hasn't been set up (??)

blibs

Posted: Tue Apr 18, 2006 7:26 pm

Joined: 18 Apr 2006 Posts: 1

I too am suffering ongoing issues and have been since early March when my connection was upgraded to 8 meg. My service disconnects itself every 10 minutes or so and reconnects after about 30 seconds. It seems at its worse between 6pm and midnight which, i would guess, is the time when the network is most heavily used. For what it's worth despite the fact I do have some sort of a service Wanadoo have agreed to suspend charges on my account for a minimum of two months or until the issue is resolved (I suspect I know which it's gonna be). I would encourage anyone else experiencing similar problems to contact customer services and do the same.

XtRa

Posted: Tue Apr 18, 2006 7:31 pm

Joined: 18 Apr 2006 Posts: 26

Chilled, your line is not provisioned right?

Ill try and explain it simply!

Basically, its the switch over from a 2meg connector the backbone network (the big Wanadoo one) to a 8meg connector. If your line is provisioned it usually means that an engineer will be on to it in the next 5 working days.

_________________
BT Engineer

chorlton

Posted: Tue Apr 18, 2006 10:44 pm

Joined: 11 Apr 2006 Posts: 79 Location: Manchester

Chilled - On one of my earlier calls (maybe after being down 3 weeks) I was told I was not provisioned and to try in 5 days - after many more weeks it seems like they just say things to sound like they're doing things!!!

It may be to do with the missing CBUK number so that they can't call an engineer (well that's the latest I've heard in my recent calls)

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