After 7 months of relatively trouble free use of Broadband I started to lose connection on the 12 Feb. Thinking it was an exchange problem I left contacting Wanadoo until the 14th.After phoning back two hours later for the results of the line check I was told to connect my PC to the master socket. Still no connection.
In order to keep this message short it has been confirmed by a BT engineer who could not make a connection at the master socket and that there was a problem outside of the property. The loss of connection was total at the weekends with a return to service during the midweek for some of the day. The biggest clue to everybody concerned is that two of my neighbours who have different ISP have the same problem.
It is now the 5th March and although I can sometimes get a connection the main problem is in the evenings. I have done the usual phone calls to India, tried to explain that the problem still exists and would they contact BT. Had more line tests and a new modem which failed to work when my existing one did.
The main cause of my loss of confidence in Wanadoo is despite having written a couple of letters to customer services there seems to be a total disregard for the customer. I have received one call from Wanadoo asking if my problem was solved and that was back on the 16th Feb, one reply to a lettter saying that BT would investigate.
I am paying for a service that is unreliable, cannot cancel the contract as my 12 months is not up until Aug and told I would be chased for payments if I do cancel my DD before then.
It is impossible to speak to anybody without going through the call centre who flatly refuse to put you through to somebody. Cannot contact BT directly to find out what is going as I am not a BT Broadband customer YET! It might not be Wanadoo's fault but its them I pay the money to.
In short totally fed up with Wanadoo's non committment to its customers. I intend to vote with my feet.
Is there no legal way of getting out of wanadoos contracts. if they are not providing the service you wanted in a timely manner? I am only just beginning my struggle with Wanadoo as I obtained my starter pack and everything should be up and running but surprise surprise there is a problem! After spending most of my afternoon being shunted around numerous people to try and fix the problem I really got pi**ed off. I dread to think what my phone bill is going to be. I finally lost it and asked that my contract be cancelled as I have never managed to ger connected yet so felt that they were in breach of their side of the contract to be told nobody can authorise this(after going to lots of different departments again). I have to give them the chance to put the problem right. If I buy a new washing machine and it didn't work I would demand my money back....are Wanadoo any different. The man I spoke to said it that they had up to six weeks to put a problem right!!!!Does anybody with any legal training know if this is correct? I have now lost total confidence in Wanadoo ever taking any problem seriously and doing something about it. also I don't mind phoning if I have a problem but I do object to always being told that they can't phone me back even when all the problems are theirs.
The contract: If Wanadoo can't provide, you can cancel. If you went through the registration, it said yes, then the connection is failing, you should be able to cancel (All depending on the circumsdances.)
Wanadoo have to try connecting you.. 3 times .. if i recall correctly. Then they can cancel. If that's changed in the past few months, apologies, but thats what I recall it being.
If you are being messed about, then you can request to speak to a supervisor or Floorwalker or an available team leader. Make a note of the times you call too, as if they are giving a bad service, it can be tracked to an agent if they really do treat you appaulingly. don't let the agent know your doing this though..
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