I've had the 8 meg problem a month now. I spoke to a real person at Ofcom to see if they knew the scale of the Wanadoo problem. They do, and seem pretty clued up. Ofcom's standard procedure is to give offenders like Wanadoo 12 weeks to sort the problem out after which it can wade in and declare contracts void, kick heads, act on formal complaints from the public etc. It said that only Wanadoo can complain to Ofcom about LLU problems, not Wanadoo subscribers.
BTW, Wanadoo seemed willing to declare my contract void and de-tag my line if I either 1) phoned technical service and asked nicely or 2) put the request in writing to the main customer services address on Wanadoo's website. I'm still dithering and am supposing that if our whole local exchange is on the fritz it won't make any difference who I try to buy broadband from.
If BT are dicking Wanadoo about with LLU issues, Wanadoo have to complain to OFCOM after going through BT's complaints procedure I believe.
Customers are only able to complain about something directly affecting them.. for example, you can complain about the service Wanadoo provide, and Wandoo will be investigated, but if it's not a Wandoo issue, or Wanadoo have already complained to ofcom about BT, it'll get messy..
Wandoo will cancel your contract if they cannot reasonably provide you with a service. You speak to tech, if all tests have been done and Wandoo can't actually get you a connection, they'll close the account, refund any billings taken, and request BT Remove the Broadband marker off the line, freeing it for use again.
OFCOM declaring contracts void, I would expect would need investigation first.. If you Write into Head Office, they can look at records, and make a desicion at the top level as to your individual accounts, which no-one in a callcenter (thats NO-ONE. Not even supervisors usually) can say. Unless there are exceptional circumsdances, then unfortuntatly lines have to be followed..
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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.
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