Wow just found this forum and have to say I now feel almost lucky that I have a connection at all given some of the stories on here!
The bull***t we've had from wanadoo has been far beyond the pale. got our connection fine and it was running at a very nice 7mb or so for the first few days. then it went down to 1.5-2mb and has stayed there ever since. we get lots of lovely disconnections all the time (wasn't broadband supposed to be 'always on'??) and despire around 20 calls to customer services we are always seemingly 3-4 weeks away from finding out why we cant get THE SERVICE WE PAID FOR.
the litany of customer service crimes has been never ending. promise to call back then dont ( seems common). say our livebox is on its way but then it never arrives and when we ring up there is apparently no record of it being ordered, being put on hold for ages seemingly to get us to hang up. It never ends. We've taken 2 months free as I lost my rag and they offered this. We are now waiting to see if the lovely disconnections stop and we can ever get 8mb.
I think the thing that makes me most angry is seeing Wannado adverts everywhere offering 8mb service. It seems grossly unfair to tout so hard for new business when you cannot even fulfill existing customer requirements. I also rang up customer services posing as a new customer to ask about the 'fair use' policy that is on the so called Max unlimied download package. After speaking to her supervisor she said there was a limit of 30gb per month. I dont think this is actually right but I said to her its false advertising to call something unlimited if there is in fact a limit of 30gb.
"Fair use policys" are becoming pretty standard in the industry now, basically it's a way of saying "We're going to cap your service but not tell you what the limit is and we can change it whenver we like".
The agent who told you probably wasn't supposed to really, not certain but it's either 30 or 40 gig if it's the same as the older "unlimited" system. Anyway there have been things going around of some customers doing over 200 gig a month on average! They have to draw a line somewhere.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Maybe they do have to draw a line, but that doesn't excuse dishonest advertising. Other ISPs don't do the same. Zen, for example, explicitly state that their two home-user options have a 20GB and 50GB cap. How can it be right that Wanadoo's "uncapped" service can offer less capability than another ISP's "capped" one?
Well it's all about interpretaion of "fair use", yeah I know it's rubbish but what can you do, apparently 90% or people don't even use the full 2 Gb allowance for the lower packages.
yes its just downright dishonest I think. And if so few people use more than 2gb then why is it such an issue?
this is all moot of course because our speeds are b*****ks and the service keeps disconnecting so being able to download anything decently seems nothing more than a pipe dream at the moment.
update: rang customer action team day before yesterday. apparently the girl dealing with my call wasnt around but she would ring me back tommorow when shes in the office. she didnt call, nor did anyone call to say she was away. rang up today, shes still not there, will call me when she gets in. no one else can help apparently. f**** bull***t. At least be honest, don't promise a call when theres a chance there wont be one.
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