Just read though all your tales of woe and thought I would add mine. Will try to keep it brief, although could rant for days about it!
Have now been without my broadband service for 5 weeks. Have made approx 14 calls into the helpline (a mix of both tech support & cust service), and still no closer to resolution.
Have reset the Livebox countless times, have disconnected, left to "cool down" for hours, have had the line tested,( 5 day turnaround - odd when you can do it yourself via 151 in 10 mins!) have spoken to supervisor after supervisor, have been sent the Recovery CD, (and cant install it), was promised a call back from their "firmware update helpdesk", (it didnt happen) and am now having my line tested again - as apparently the test is not always conclusive !! Have spent so much time on hold that I could hum their hold music (will be sending them my BT when it arrives!)
So now I have to call them back "we're an inbound call centre only, madam!" to get the results.
Have lost all hope of this ever being fixed and quite frankly am ready to send everything back to them. However, I am still in my 1st year of contract (another 4mths to run), so am holding out for the 6 weeks of no service and then will be cancelling and transferring to an ISP who can actually provide me with a broadband service.
Rant over !! Good luck to the rest of you in getting your issues resolved.
Just read though all your tales of woe and thought I would add mine. Will try to keep it brief, although could rant for days about it!
Have now been without my broadband service for 5 weeks. Have made approx 14 calls into the helpline (a mix of both tech support & cust service), and still no closer to resolution.
Have reset the Livebox countless times, have disconnected, left to "cool down" for hours, have had the line tested,( 5 day turnaround - odd when you can do it yourself via 151 in 10 mins!) have spoken to supervisor after supervisor, have been sent the Recovery CD, (and cant install it), was promised a call back from their "firmware update helpdesk", (it didnt happen) and am now having my line tested again - as apparently the test is not always conclusive !! Have spent so much time on hold that I could hum their hold music (will be sending them my BT when it arrives!)
So now I have to call them back "we're an inbound call centre only, madam!" to get the results.
Have lost all hope of this ever being fixed and quite frankly am ready to send everything back to them. However, I am still in my 1st year of contract (another 4mths to run), so am holding out for the 6 weeks of no service and then will be cancelling and transferring to an ISP who can actually provide me with a broadband service.
Rant over !! Good luck to the rest of you in getting your issues resolved.
Hi mate as you know your not alone. I have been down for nearly 2 months. my contract is up so if nothing has changed by time my next payment is due im looking for another ISP have you got any recommendations. Im trying to research their level of service before i decide. A friend once said to me choosing an ISP is like choosing a thief. So what can i say "CHOOSE YOUR THIEF"
Thanks for your replies: been a while since I checked this site (something to do with the fact that I dont have internet access at home!).
Today's update:
6 weeks on: Hurrah - I can now cancel my contract early as Wanadoo have failed for 6 consecutive weeks to provide me with a broadband service. I make what I think is to be my final call to Customer Service, only to be on hold for 20 mins, then transferred to tech support. Transpires that contrary to what I was told 2 weeks ago, I cannot cancel my contract early until:
- 6 weeks of non-service have elapsed
- Wanadoo have done everty reasonable test on my line & equipment.
So now, my BT line is being tested for a 3rd time in as many weeks !
Anyone had a similar experience and can offer any words of encouragement?
Thanks for your replies: been a while since I checked this site (something to do with the fact that I dont have internet access at home!).
Today's update:
6 weeks on: Hurrah - I can now cancel my contract early as Wanadoo have failed for 6 consecutive weeks to provide me with a broadband service. I make what I think is to be my final call to Customer Service, only to be on hold for 20 mins, then transferred to tech support. Transpires that contrary to what I was told 2 weeks ago, I cannot cancel my contract early until:
- 6 weeks of non-service have elapsed
- Wanadoo have done everty reasonable test on my line & equipment.
So now, my BT line is being tested for a 3rd time in as many weeks !
Anyone had a similar experience and can offer any words of encouragement?
Thanks !
A engineer from BT came to my house he was sent by wanadoo he was there for about half a hour and said i should go back to 1 meg
First my live box failed, after two weeks of going around the houses I shelved that idea and re-installed my speedtouch modem, 2 weeks later that connection went dead. After 4-5 calls connection resumed for an hour and has been down since - 4 weeks ago. Now 15 line tests and 32 telephone calls later no progress - they give you dates to call back for a definite answer to no avail - they seem to be incapable of escalation in any way and everything takes 48 hours or 5 days. My biggest gripe is the complete disregard of customer service after 8 years as a customer - I hate myself for losing it every time I call the technical support line - it's not their fault but Wanadoo don't seem to have any process for escalating and prioritising service outages. I have e-mailed Mr Abensur but not even an acknowledgement. It's Catch 22 anyone got any further ideas?
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