Have a little problem with Wandoo and would like some advise please.
To cut a long story short several weeks back my account was suspended by wanadoo for 'sending out virus emails' they purported that i was sending random emails in a bid to spread viruses; i called their customer service and after a request to either show me proof of this or reconnect me they went for the later (i know i have not sent viruses as all emails are scanned before they go out and my pc is virus scanned everyday upon boot up) However a couple of weeks later i recieved a stronly worded letter from themsaying 'owing to you breeching your terms of contract by sending out Virus emails we are locking your account on 27th of May 2006. Was best pleased at this point as i work at home as a web developer so the internet is a useful part of my job.
After receiving this email from their customer services department, which i noticed had no phone number listed and used a PO Box add (hmm...would you buy stuff of poeople whom use a PO address....) i called the help line and was basically told yes your are being locked there is nothing we can do about it. At this point i said fair enough provide me with my MAC code and ill take my custom elsewhere. They replied saying because the accoutn was due to be locked in a couple of days they couldnt provide me with this information. Although slightly peeved i thought fair enough, ill wait til the account is locked then will move to another isp as i will not be under contract with them any more.
This was the start of the current problems. After calling them ona number of occasions i have now been informed that they have not yet even begun the process of 'deactiviting my line' so i can get it reactived with another ISP (this seemed the only way to go as i couldnt get a MAC code) considering my account was ended with them on 27th of may 2006 why 14 days later do they still have legal pocessesion of my telephone line, i have no contract with them any longer. After callling on the 1st to check when the line would be free to move i was told it would be looked into and done with a few days, not too bad i thought. Called again this morning to check on the process and it seems that the request was cancelled by customer service on the 2nd of June (nice of them to tell me!!) as they 'got confused with two numbers of my account' one is the BT land line which is used for the broad band and the other is a mobile which is my contact number, given that one starts 01252 and the other 07964 i is pretty obvious which was which. After spending half an hour on the telephone earlier to be told that i couldnt speak to custoemr service or any form of manager i was then told that they would try again (try!!!) to reactive the line which could take another Three working weeks!!! this would take it up to about 5.5 weeks to turn off a simple phone line, plus given the 14 days or so to set it up again with another isp almost two months without broadband.
Anyone else had this problem, what did you do about it. Im going to call Ofcom in the morning to register a complaint about this - will they help out? And finally is wanadoo still havent freed up my line and are still sitting on it shouldnt i be able to get a MAC code from them? i have no account with them at the moment, they are basically blocking my line and thus stopping me going to another isp
Sorry about the long rant, any help and advice would be great. As trying to run a website development business using 56k dial up (from AOL, am going to thier broadband, they have popped me on dial up til the broadband can be activated so at least i have a net connection) isnt great.
ISPs are not allowed to refuse a MAC. As Wanadoo have canceled any contract you had with them they must provide a MAC. Ofcom should be able to provide you with more advice on this.
thanks for that advice, just checked out the ofcom website to double check this was the case.
Called wanadoo customer service and informed them of this, they are trying to tell me that as the account is closed that a) they cannot give me the MAC code and b) if they were too it wouldnt work on another isp anyway. The result of which is i still didnt get the MAC code and was fodded off with an answer of 'we will try and put a cancellation request in on the line (line they have said they would, and havent on numerous occassions prior to this) anyone offer any advice on my position now please, would i be best to call ofcom in the morning and get them to look into this, because the way i see it is that if the line is still active then surely a MAC code must be able to be provided?
if Wanadoo still have their name on the line I can't see any reason why they can't provide a MAC. If you have LLU then yes their MAC won't work with anohter isp, in which case they need to get the line canceled and transfered back to BT. Then the line will appear free to any other ISP. Even if this is the case it should not take more than a week to 10 days from the cancelation date!
Reading through posts on this forum and others regarding Wanadoo/Orange's intransigence and total contempt in dealing with customers, it appears that contacting ISPA with a complaint ' drops the fan in the manure ' !
By all means contact Offcom also, give it them with both barrels !
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