I signed up to Wanadoo Livebox wireless and talk in October last year. Everything was fine until late January when my connection only started working about 25% of the time. I've been told that I was moved to LLU but they wouldn't say if that was the source of the problem.
Since then I've spoken to Wanadoo support numerous times, gone through all the usual checks, had several line tests carried out, been told that there was a possible fault on my line and each time been told everything will be fixed in 48 hours.
Of course, it never is, and I've just been through the whole terrible ordeal again. The most galling thing is that the it feels like all the responsibility to get the problem fixed lies with the customer and if you don't ring up every few days to remind them that they're not providing you with the service you're paying for then they just let the matter slide.
I know the agents have to follow procedure, and it must be difficult dealing with so many disgruntled customers, but it is so frustrating that Wanadoo arn't keeping track of the problem I'm having and I have to explain the whole thing every time.
Sorry if I'm posting a topic that someone has already covered, but I've just about had enough, especially after I've been told by the agent I just spoke to that they have no record of any of my phone calls or line tests from the past 3 months
So I guess I'm asking if anyone has experienced anything similar and if they had any success in getting the issue resolved.
Thanks, and cheers for taking the time to set up this site.
I have very similar issues - Livebox & 512k
Random disconnects - can work for a week and then suddenly drop. No reason.
Now, this *has* been logged by "Technical" support (note the intentional quotes), they have performed line tests, and each time I'm treated like a moron. It's clear that there's something in the Livebox that fails to re-sync on adsl - the "@" light flashes quickly, and never synchs up.
My solution is to power off/on again (usually several times), or do a factory reset. Mostly this is successful.
I wonder how people less savvy than me manage at all....
Hi All
Wow, this site is amazing where have you been all my past 2 months of wanadoo hell !!
Pete I can totally relate...my story try and keep it brief.. while i still have a connection
signed up end of march worked great for about 2 days then my greed asdl light started flashing.. called tech help pline who did the line test, told me to call back 4 hrs later.. did so.."not got result yet" called back the following morning as instructed told the same thing.. i gave up on the 4 th time of calling back ! The tech help line is criminal.. they make you repeat your user name so many times put you on hold, when you know all they are doing is twiddling there thumbs.. at 50 p a min, its a great money maker for them.
I have asked them to call me back "inbound line only" what a joke..
After this went on and on i wrote to complain, they wrote back saying they would arrange a call back from the tech help line so i had to give them 5 days notice and also be around for the agreed date and time for 4 hrs either side of agreed time. I did, took day off work... Yep youve guessed it no call came !!
I have emailed there "customer service" so many times and you get automated response from them.. im not sure they are human beings there !! All they say is call the help line.
I refuse at 50p a min.. nope i have wasted 25 pounds already on this.
So, after 2 months of internittent use i am still no further along..i just dont know what to do now.. any suggestions welcome !!
They are useless.. i want to cancel the contract but i dont think i can but dosent off com have something to say about paying for a service you are unable to use !!
Sorry i did say this would be brief but once i start..........
I signed up to Wanadoo Livebox wireless and talk in October last year. Everything was fine until late January when my connection only started working about 25% of the time. I've been told that I was moved to LLU but they wouldn't say if that was the source of the problem.
Since then I've spoken to Wanadoo support numerous times, gone through all the usual checks, had several line tests carried out, been told that there was a possible fault on my line and each time been told everything will be fixed in 48 hours.
Of course, it never is, and I've just been through the whole terrible ordeal again. The most galling thing is that the it feels like all the responsibility to get the problem fixed lies with the customer and if you don't ring up every few days to remind them that they're not providing you with the service you're paying for then they just let the matter slide.
I know the agents have to follow procedure, and it must be difficult dealing with so many disgruntled customers, but it is so frustrating that Wanadoo arn't keeping track of the problem I'm having and I have to explain the whole thing every time.
Sorry if I'm posting a topic that someone has already covered, but I've just about had enough, especially after I've been told by the agent I just spoke to that they have no record of any of my phone calls or line tests from the past 3 months
So I guess I'm asking if anyone has experienced anything similar and if they had any success in getting the issue resolved.
Thanks, and cheers for taking the time to set up this site.
As a previous wanadoo agent i can confirm that we DO deal with yuor enquirys when you are off the phone and the only reason we advise you to call back is so we can give you more updates as we are a inbound only call center only. Also when you have to tell ure story again is so the agent you are speaking to knows the full story and can help to the best of their ability. I understand that it is frustrating for you but please take into consideration that the agents do all they can but we are limitied.
35 calls, £20 worth of technical support calls, 18 line tests, 4 modems and 6-7 weeks without broadband later. My last contact a week ago seemed a bit more positive, they were escalating to a senior fault diagnostics team that would be pro-active and work with me to resolve this issue.
Of course it was another lie, phoned today after 5 days and they needed to do another test, could I call back in two hours - how long does it take, will a further 2 hours after 40 working hours have passed solve it - I seriously doubt it and am questioning my sanity in sticking with Wanadoo. The fuitures bright, the futures Orange - I seriously doubt it, I think they are a terminal case in terms of customer service.
Orange, as far as I am aware (and I am an Orange customer too!) have a reputation for excellent customer service, in my experience at least. I have not met anyone that have said otherwise (though I am sure there will be a few).
Hopefully, Orange Broadband, although really Wanadoo, will improve their support, at least for the sake of Orange's relatively good name!
Do you mind me asking why you left? Unreasonable conditions, irate customers, the move to Orange, or are they offshoring their call centres? Obviously you don't have to answer!
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