Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
An article on The Register tells of insiders reporting on problems with Wanadoo's own faults system. Reports are getting "stuck in the system" and this is causing a massive back-log which Wanadoo - as we know - are struggling to clear... Read this article at The Register
With regard to LLU, a Wanadoo spokeswoman said that a very few [customers] might experience problems. The fact remains that the very vast majority of Wanadoo LLU customers have not had any issues at all.
A very few?
No issues at all?
And no comment was made in respect of the Faults System not working properly!
So they are not blaming BT anymore? - Well, this report went live at 13.12 on 10 April 2006, and when I spoke to a Wanadoo Senior PR spokeswoman, at 17.15 on the same day, I was told that Wanadoo would be sending engineers to the exchange to look at a BT fault! - This was later retracted when I was phoned back to be told that:
A third party engineer contracted by Wanadoo would be going to the exchange to look at Wanadoo hardware.
Hey. The Fault Reporting system as it was is a bit bad TBH, as what happens (From what i recall and was told) is the Wanadoo accounts send details to BT, during registration, and fault diagnosis, then the account awaits feedback from BT, and there is no "time out" on the wanadoo account for this, so many faults go unrecognised, at least that was my experience of this..
If it has changed recently, (Yeah right) then my info is out of date, but this is the best insight I can give as an Ex employee...
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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.
The call centre tell me that they have no fault reported on my line but one of the Indian ladies was puzzled by my account since I apparantly do not have a broadband connection. I found out why by entering my phone number into the area test on the web site. It seems the system has reported that I have something connected to the line which makes broadband unsuitable which is news to me after being connected for over a year.
I have all the usual problems since being upgraded and my connection has got steadily worse to the point where it is now useless. Having read some of the information on this site I am at a loss to know what to do next. It seems that even migrating is difficult.
It seems the system has reported that I have something connected to the line which makes broadband unsuitable which is news to me after being connected for over a year.
Broadband is not compatible with... broadband. It's probably just not showing the LLU stuff up correctly.
I was told (by one of the nice call centre staff) that Wanadoo couldn't send an engineer out because they couldn't log a call for me as their system couldn't create a 'fault call' so the call is in head office waiting for approval (6 weeks+....????).
It's even difficult changing ISP because now Wev'e been LLUed their systems don't recognise that we're in a broadband area (South Manchester).
We've had no broadband since 15th March (a drop in the ocean compared to some, I now realise).
I've been told that because of LLU, Wanadoo's diagnostic software is no longer compatible with the lines, so they can't diagnose where on our line the fault is occurring, so they can't send an engineer to sort it out.
If I get told one more time that they "have a backlog" and "you should ring back in 5 days", I may lose it altogether.
Apparently there's a task force team looking into these problems - had a really nice call centre call today (for a change) and didn't feel annoyed at the end of the call - she empathised and had excellent customer service skills.
No closer to getting my problem fixed though
Also one of my records said I was only on 2MB? Wheras I was upgraded to 8MB.
actually i had a good call centre call yesterday too!
i mentioned this website a lot, and all the negative press i'd seen, and explained (very very very nicely!) that really, i understood i wasn't the only person affected etc etc, but they couldn't expect me just to keep ringing back every week. i asked to speak to someone in the customer action team (and said that i heard about that team through this site) and i got put through to a supervisor. she was very professional. she said that i should be sorted in the next two or Three days. she's off today, but said she'd call me tomorrow (26th april) to update me.
No kidding the faults system is a major part of the problem. I have lost count of the number of times I have called to check the status of a line test only to find that the test hadn't even been submitted!
This is what I've pieced together. If one fault doesn't go through it blocks the system so the agent in the call centre might submit a request but it will be lost. The Faults Management Team in Garlands may cancel all requests on your account to unblock your account, but they never seem to resubmit the request that was already in there.
The customer is not contacted about this and it is up to the customer to guess that there is a problem and call Tech Support to ask for the fault to be resubmitted. When you call to check the status of a test and find that it hasn't been resubmitted, the sympathetic agent may contact the FMT to try to get them to prioritise the test, but they will be overruled and told that the customer has to go to the back of the queue - please call back in 24hours/48 hours/5 working days.
This has been my experience over the last Three months. Unfortunately Wanadoo customer service do not seem to view this as a serious failing on their part and I have not been offered any kind of compensation for the hours I've spent on the phone to them.
I am now considering adjudication via Cisas. If anyone with the same problem is interested in a group submission to Cisas (that might carry more weight and would save the adjudication system being overloaded), please see my post on the "complain to Ofcom" thread.
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