Are any agents currently held under contract authorised to make comments on this site, in either an official or unofficial capacity?
If they are allowed to comment "off the record", would they have to declare a disclamer, and be able to raise issues reported here to others?
(Naturally, they cannot deal with actual account issues as no-one here can reliably pass DPA, but general issues and complaints could be addressed more sucessfully... for example who to speak to about issues, tech problems, or other non-account issues)
As I suspect a concern would be not only agents coming here and slandering the service provided by wanadooproblems.co.uk, or the wanadoo service, but some agents may actually be willing to come on here and post in an official capacity, with Wanadoo answers, and be able to provide a bridge between what people would consider islands.
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Ex-Wanadoo Employee as of beginning of 2006
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My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
Joined: 12 Apr 2006Posts: 12Location: Bracknell & Bradford, UK
Hello,
Having helped others set up Wanadoo (and other ISP) broadband with home/small office networks, what I would appreciate from Wanadoo, that I can't get from their website is:
• Service quality info - telling us if there are problems in particular areas
• Advance info on Livebox upgrades - at least they have the splash screen now, but I screwed up my Livebox a while back thinking it had crashed and unplugging it while it was updating
• a non-condescending approach to MAC users. No, hang on, that'd mean nobody would ever come to me!
Service quality info - You can get that by calling wanadoo and asking them, there was a link to tell you if service was up/down, but that dissapeared.
Ask the agent to check their Knowledgebase to make sure the services are up..
Advance info on Livebox upgrades - thought Emails were sent out to the customers .wanadoo / .fsnet or whatever the account is registered to address?
a non-condescending approach to MAC users - It's not the attitude, it's the fact there's no-one technically trained They need MAC Tech experts
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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.
Joined: 12 Apr 2006Posts: 12Location: Bracknell & Bradford, UK
Myles wrote:
Bramleyapple -
Service quality info - You can get that by calling wanadoo and asking them, there was a link to tell you if service was up/down, but that dissapeared.
Ask the agent to check their Knowledgebase to make sure the services are up..
Advance info on Livebox upgrades - thought Emails were sent out to the customers .wanadoo / .fsnet or whatever the account is registered to address?
a non-condescending approach to MAC users - It's not the attitude, it's the fact there's no-one technically trained They need MAC Tech experts
It's just that other ISPs seem to be more able to freely give out information on whether there is service in certain areas (touch wood, it's not gone down for us yet, but I do have one customer who can't get hers working and I'm going to have to go over to have a look)
As far as we've known, we've never got emails saying "were going to upgrade the Liveboxes next week after midnight, you won't be able to use the broadband while this happens" or words to that effect.
They should be allowed to reply then again have any of them got the balls to reply on here I know the call centre staff mainly read off a script, probably written by someone with no idea of computers or customer support.
the agent's don't read off a script once they've got through DPA. Tech support might, but that's a different matter.
more than a few agents at the site I used to work at were more than happy to help out, whatever they could, they were experienced (i.e, more than 6 months in the job, and good at it) but you have to also bear in mind, the Callcenter enviroment has a HIGH staff turnover due to the nature of the jobs, and veterans are rare to find VS New trainees, who may seem to be "scripted", but they're only following basic training, and don't know the systems and workarounds yet either..
_________________ -----------------------
Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
my opinion: No, as they allways say on the 'support' (if you call that a support) they will let you do everything, while they know what to do, or they will say: please contact wanadoo at number (don't know de number of wanadoo here in the uk as i live here for a few months ) but any way, i'll say yes if they won't say: please contact wanadoo at ...
my opinion: No, as they allways say on the 'support' (if you call that a support) they will let you do everything, while they know what to do, or they will say: please contact wanadoo at number (don't know de number of wanadoo here in the uk as i live here for a few months ) but any way, i'll say yes if they won't say: please contact wanadoo at ...
Certain issues cannot be legally dealt with across a forum, and they would actually have to speak to the account holder. No, agent's are not allowed or able in some cases, to call the account holder.
They have to stick to the Data Protection act.
They can help with issues like "what do i do if my bill is strange", they can take educated guesses at some things, but their hands are legally tied here. But they can also say to someone who is having problems with certain agents who to speak to, or actually note customer conplaints or issues..
_________________ -----------------------
Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
_________________ -----------------------
Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
hello. i am currently a team leader working on behalf of wanadoo at a call centre outsourcing company that wanadoo uses for all aspects of customer service, tech support...etc
i know first hand through the dozens of manager calls i take weekly that wanadoo has some major issues which could use a bit more of a personal touch instead of a standard corporate response. indeed LLU is fastly becoming a crisis but i deal with adsl (normal broadband) issues so any and all questions that are not account specific i will try my utmost to answer for u.
in regards to the post below; the service status can be seen in wandoo call centres so if u give us a ring, we can tell you straight away.
lasty, wanadoo do have a useful system in place for issues like error messages etc. if you go to this url, it is a search engine for all wanadoo info including tech support. please give it a try http://help.wanadoo.co.uk/
any queries, please reply to me
cheers
p.s. the reason wanadoo cannot offer MAC osx or above is because apple will not let wanadoo look at its software so we can offer the service. this is a problem for other broadband companies as well.
Joined: 12 Apr 2006Posts: 12Location: Bracknell & Bradford, UK
Interesting...
On the MAC OS X front... all Macs come with a full suite of developer software, Apple Developer basic membership is free (I have one even though it all goes over my head, to be honest), and there are regular programming events that teach you how to use system functions that are far too complicated for me to understand.
Regardless of this, getting the Livebox working on OS X requires only basic networking knowledge and no programming of any sort is required, only the use of instructions and Wanadoo setting up their boxes properly (ie not set to use WPA when there is no WPA key). I have only tried the SpeedTouch modem at a friend's house, and the OS X software appears to work with no trouble at all. It sounds more like Wanadoo can't be bothered to get someone with MAC knowledge to help people out themselves. I have been (and often don't mind) being called out to set up Liveboxes, but in an ideal world it shouldn't be necessary. Mind you, we found setting up the Livebox on a Centrino PC running XP Home quite hard with the supplied instructions, and we have a fair idea of how networks and computers work. In the end, even the PC had to be done manually as the supplied software didn't help.
Opening ports is almost always for unsupported software, basically anything other than Outlook Express and Internet Explorer.
Staff are not trained on it or advised on it, many won't know anything about it unless it's their own knowledge or they've looked through all the advanced livebox stuff. Either way the majority won't or can't help and anyway there's always sites like...
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They need 
