I got freeserve in 2003 july. I had the 512k service for some time, with no problems whatsoever. I then regraded to 1mb. This again, was fine and i had no problems. Then after having the product for around six months, i noticed that the internet was disconnecting at random. Only every 5/6 hours, but it still disconnected. After speaking to wanadoo, they told me it would be fine, they would rectify the problem, and would i be interested in 2mb? I then took them on the offer, excited at the speed increase. The disconnections then continued, becoming more frequent, sometimes every 5 minutes!
After speaking to wanadoo on several occasions, having line tests, changing filters, drivers...etc...i finally got a BT eng who checked everything out at my home, my computer etc and he said my line was fine, noise was more than an acceptable level and my line was fine.
Strangely enough, the problem seemed to disappear for a few weeks. Then it came back. Disconnections in the day, but not too often, then more frequent in the evening, especially when downloading or using more bandwidth.
After more phone calls to BT, who again said my line was fine, more tests ensued and i was told to leave it with wanadoo and phone back to see some results.
Calling back, they recommended that i moved to the 8mb service. Disconnections follwed just as frequent.
I then called back to be told that i needed a livebox, so they switched me to the wireless and talk free of charge and sent me a livebox.
I still had problems, it would still disconnect from the adsl line.
I called yet again..on the 0870 number, to be told that i should use an ethernet card rather than usb, so i purchased a card and tried that.
I still had disconnections. I called again, to be told that it would go to "admin" and to call back in several days. After calling back, there are no results and i am being told the same. My livebox is also faulty now, to which no tech advise has been able to resolve. So i was advised to use my speedtouch, which works but still disconnects.
After putting up with over a year of frequent disconnections, i decided that i would switch suppliers. I had considered this a few months previous but never actioned it. But, to my dismay, whenever i typed in my tel. no. to check the broadband availibility, i was told that there was an incompatible product on my line. This message hadn't appeared in the past and whenever i had previously typed in my number, i was able to get alternate broadband on my line.
This is only recent, as like i mentioned this message did not appear before. I called BT (150) who told me that all of the services i had had been on the line for years and none of them would affect broadband and this was obvious as it had not happened before.
I spoke to wanadoo (again) who said that they would do a further line test to investigate the line disconnections and that the 'incompatible product' could be the talk service from wanadoo and that i should cancel it later if i did not use it, which i was happy to do, as i do not.
I called back several hours later to which the test results showed that there could be a problem, but wanadoo said they are waiting to find out what it is.
I then mentioned my incompatible product issue. The agent i spoke to cancelled the talk feature on my account. He then advised that 1571 could be the problem for the disconnections and the incompatible product. However i have had this for years and have had no problems.
I am at my wits end. I would change supplier if i could, i am not bound to a contract, but all suppliers keep saying the same message "incompatible product....." i dont want to cancel wanadoo and 'hope' that this fault disappears, because it could take weeks to resolve and then weeks more to sign up to another ISP.
I have tried everything to solve the disconnection issue and i am hoping that the problem lies with wanadoo only, but i fear that it may not be as i had the problem before way LLU. If the problem is with them, then i could leave if it were not for the incompatible product, which BT are saying is not them and wanadoo just dont seem to have a clue.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
I used to get that message but it didn't affect my switching from Wanadoo's LLU to another ISP's ordinary broadband. I've no idea what causes it, but the switch-over went fine. One theory given was that the message is trying to indicate that already having a broadband connection is incompatible with the check to see if broadband can be put on the line.
what narks me is that just a few months ago, the message wasn't there. Whenever i try to switch to another provider, i get the message and i can't follow it through to change over. I havn't tried over the phone, but i suppose i don't want to as you dont get half of the perks with most of them like free modem etc....
but i just dont get what it is, the only thing that ties in with how recent it is is that i had the broadband talk enabled on my line, but that was supposedly cancelled earlier today and i was told would only take 15 mins to show up.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hi s85hx
Welcome to WanadooProblems.co.uk
How long ago did Wanadoo upgrade you to 2Mb?
It may be that you are on the LLU system (i.e. when available you wil receive up to 8Mb). If this is the case, then you will get an incompatibility result when using other ISP broadband checks.
Speak to Wanadoo (again!) and ask them whether this is the case... If you are in London, Leeds and some other major cities then it probably is.
In this case, you can ask for your MAC code (you will need to give this to your new ISP) and you shoule be able to transfer your broadband provider.
There are many posts on this forum with respect to MAC codes... I advise you to have a read of a few of them before contacting Wanadoo.
Also... If you have to phone a new provider - tell them your situation and tel them that you want the "perks" or else you'll go elsewhere - after all, they are all, there is a lot of competition on the market now and they all want a slice of the action!
The incompatible product should Be Broadband itself, shows up moreso if it's LLU as it's not even with BT who run the checkers. If you have broadband on the line you can't get more. It shows up as incompatible because whoever's doing the check for you be it AOL, PlusNet, etc, aren't supposed to know what it is as it's none of their business.
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