What a fantastic resource this site is! I've been poking around here for a few days and I've signed up to ask a question to those that might know, especially any (ex)Wanadoo staffers.
I'm also a victim of the LLU migration balls-up that seems to be the thing keeping Wanadoo in the common concsiousness at the moment and so far I've been offline for about a month, which as I'm sure everyone here knows can be more than a little irritating - especially as both resources available to the punter (Customer Service and Tech Support) often seem to have a hard time finding their collective asses when I ask them a question that relates to anything other than the call I would be currently making.
Even though I ask each time - politely - if they've read my account notes...
In essence, I want out of my contract because I'm not getting what I'm paying for. Now I was told the other day that I could be given a MAC key BUT I'd need to pay the rest of my subs off (my contract's up in September), which would be about eighty notes.
There's a lovely lady in Middlesboro' who's doing her best to deal with my probelms, but I have already told her that I'm gearing up to a disconnection event. However as there is still the fact that Wanadoo are still waiting to hear from Alcatel about my problem, it's still considered pending and nothing can be done before that is resolved, so even the merest idea of disconnection can't be entertained yet.
My question is simply this, does anyone here know if I can barter my way out of the remainder of my contract, given that:
a) I've spent approximately forty quid on calls since my service fell over?
b) I've been offered two months free of charge already?*
*Which seems a bit daft, as this gratuity covers the next two billing months - which I've been told (off book, of course) could be when service is resumed given the massive backlog.
There was talk of MAC keys eventually being issued, however after reading around this site and others, I definitely want to avoid situations where for instance I'm disconnected and then not issued a MAC key because some instruction got lost in the ether or some other foul-up queers the mix.
I want to make sure I do things exactly by the book.
Mind you, if the situation is resolved soon then I would happily avoid the ballache of finding another ISP as at heart, I'm a lazy sod.
However, poor support and tetchy and pedantic Technical Support staff who tell me to disassemble BT kit I'm not sacntioned to touch and Customer Service staff who get in a strop and accuse me of recording conversations are things I can live without. So are Customer Service emails that are cursory attempts at assuaging me without the slightest hint of the author actually looking at the problem I initally mailed them about.
And things I definitely don't want to - or indeed should - pay for.
Any help, hints or tips would be appreciated. If I get something I can work with, I'll roll it out and report back.
Apologies for the length of this post, it's just tricky to get all the key points across when there's been so much nonsense going on.
how do! being a wanadoo employee, i understand everyone's frustration. i wouldn't wish the service upon my worst enemy! at the moment, because of a massive turnover in decent staff wanadoo have hired a huge influx of 16 - 17yr olds with fluffing poor education to undertake the s**t* training!! A bit of advice; nothing will get done unless you ask for a manager. the reason i say this is because wanadoo do not run their own call centre. they use Three outsourcing companies who are equally useless. If u ask for a manager, people there start perspirating!
As Ben Stiller said in Starsky and Hutch... Do it, Do it!!
Thank you for that, I always do. In fact, I have a name I keep asking for, although he seems to be rarely about!
I shall call again today, although the thing I'm wondering now is is it best to call the Customer Action Team directly, using details from this site? I think it is. If it's a bad idea, someone do please let me know before it's too late!
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Wanadoo [b]can[/b] issue MACs for LLU connections. They don't look like a normal MAC. Mine was of the format LLU123456. Wanadoo initially denied they could issue one, but after I asked for a supervisor, they admitted they could. It only took one phone call to chase them for it
You may have difficulty getting another ISP to accept the "funny" MAC. I had to phone my new ISP as their website (correctly) rejected Wanadoo's MAC as invalid. However, they did manage to do a free migration using it.
Thank you. I shall keep that in mind. Now I was talking to Tech Support the other other day and it now seems that a cancellation can be almost instantaneous IF a TS supervisor signs off on it. At least that's what I'm being told now.
Does anyone out there in a position to know know if this is correct or more mangling of what can be done by people who don't know what they're doing?
Oh, and it seems that Friday this week will yield the results of a field test - at least that's what I've been told.
Yes a TS supervisor can sign off on an account to get it cancelled, however it's rare and cancellations have to agree to it, if they feel not all diagnostics have been done then they won't.
Customer support often refer people to tech saying that, however practically everytime they haven't been through all diagnostics and testing. During normal testing if some major problem is discovered the account is cancelled automatically without it having to be done this way.
You can try but I highly doubt you'll get very far.
Thining ahead, somewhat optimistically, I grant but does anyone have a list of 'good' ISPs? I was thiniking about Nildram but a friend has recommended Eclipse.
I switched to Zen. They're probably not the cheapest out there but they did manage to use Wanadoo's funny LLU MAC and they have excellent customer support. After Wanadoo, it felt very strange talking to someone who wasn't reading from a script and was willing and able to answer all my questions and to make sensible and relevant suggestions. Talking to them actually made me even crosser with Wanadoo because something that should be the norm now seemed so weird.
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