Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
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UPDATE 31 MARCH 2006
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[Wednesday 29 March 2006]
After speaking to Wanadoo Technical Support, once again to a different agent, and asking for the team leader who was once again conveniently not available, and then asking for a more superior figure who I was told was more elusive than the team leader, I spoke to a very nice female agent who told me, against my telling her, that she WOULD be able to help... Well, I've spoken to most people there, so why might she be different? OK. I'll speak to you I said!
I asked her to look at my notes. She said she'd read through them quickly. Once again though I found myself explaining the whole story mroeorless. The agent (who I shall not name) then told me that a line test would need to be conducted... Another one I replied... You have conducted 4, maybe 5 already! And each time, a fault is detected BUT, the report "gets stuck in the system" and nobody can tell me what is wrong.
Yes, she replied. It's procedure. Wanadoo and their procedure.
Eventually, after trying to convince her that this would not solve the problem, I had, once again, to let her conduct her line test. The phone call by now is topping 15-20 minutes (which, of course, I am paying for, once again... That once again comes up a lot!).
After this, and repeating the longevity of this situation, 7 weeks, I asked her what I was to do... Call back in 4 hours to hear the same reply as the last 4 or 5 times, or call back in 24 hours or 48 hours? After some persuasion, she said that she would call me back... And I've heard that one before...
I explained that nobody from Wanadoo, including team leaders have EVER called me back... She promised she would. She would call me around 3pm on Thusrday. What could I do? She wouldn't put me through to anyone, she couldn't resolve any issues there and then, not without this beloved line test anyway.. So I said that I wouldn't hol my breath by I would expect her call at around 3pm tomorrow.
She was an extremely pleasant agent and I did feel that she WANTED to help but was being held back by Wanadoo's procedures and the lack of support from her so-called team leader/s.
So we ended the call.. Now the wait.
Thursday came... 3pm - Nothing.... 3.30pm - Nothing... 4pm - Phone call - Is it? Could it be? It can't be... It is... It's Wanadoo!!! Unbelievable.. The agent I had spoken to on the Wednesday was calling ME!!! I was in so much shock I didn't know what to say (told you she WANTED to help!).
So... I ask her gingerly... What news have you for me... Well she reports, there is no line fault detected by the line check...
Pardon - that cannot be so. I was away from my Livebox at the time and so needed to call somebody back home to check the flashing @ symbol - strangely, today it is now flashing slowly as opposed to quickly as it had been for 7 weeks...
Has she done it?
I asked her to wait while I relayed the information to check the ADSL status of the Livebox...
Double click Configure Livebox.... etc. etc...
Re-enter username and password (with the agent telling me to ensure it was entered correctly - I think I can do this blinfolded by now I have done it so often).
Click submit....
And....
Wait....
Wait...
ADSL Status: PPP Server Down
I knew I had been getting too excited....
Fault still there.
No connection to broadband.
So now what?
That's what I asked this very nice, wanting to help, agent...
Well, please hold....
She comes back a minute or so later (NOTE: WANADOO IS NOW PAYING FOR THIS CALL!!!)
We can offer you FREE Wanadoo Anytime dial-up until this issue is resolved...
Well, that's the first good-will gesture that I have receievd from Wanadoo.
I explain that this is no good to me. I want broadband.
I ask whether Wanadoo can downgrade me (so to speak , in fact it will be upgrading really - I have 0Mb connection currently) to the 2Mb system that I was using prior to this fiasco.
One minute sir... Once again I have to listen to their dreadful music....
That is not possible I am afraid...
So now what?
Well, after some more time on the phone, the agent tells me that I shoudl ring back in... WAIT FOR IT...
READY....
4 weeks......... YES 4 weeks.....
That will be 11 weeks without brodband which I am paying for! This is disgraceful I tell her - she agrees. But she is unable to do anything other than tell me that I will be refunded for the time without broadband - refunded? I shoudl be give free broadband for life for putting up with this mess.
I realise there is nothing she can do... I can't speak to any team leaders - once again - but to be fair, I'd rather speak to her because at least she was trying to do something...
So. I tell her I shall call her back (I have her name and extension number) in TWO WEEKS. Just to check progress and ensure they haven't forgotten about me. I then tell her that I hope she is still working then... She laughs... Maybe she'll be gone by then!
So until two weeks time... I have to wait... without broadband...
Well, I think it is time to write to Ofcom and BBC Watchdog.
Watch this space.
And - by the way - I am sure that WANADOO have now picked up on this forum - they're watching - as I guessed they would do -
Well WANADOO:
I hope you are reading this and you get yourselves sorted soon... Because if you carry on like this, there will be no Wanadoo customers (or new ones at least).
Last edited by admin on Wed May 24, 2006 6:45 pm; edited 1 time in total
Mate everything you said is like a mirror to what is happening to me. I have made a complaint to the ISPA(internet service provider association) which wanadoo are a member of. I think Wanadoo customers are in for a long ride. To me its like a never ending nightmare. I have sent 3 letters emails spoken to 8 technitions this has got me nowhere. Is it me or is there call centre in BOMBAY or somthing. If that is the case its is a discrace how are they suppose to solve are problems 1000 miles away.
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