After registering with Wanadoo I couldn't wait to get my modem through the post and start using broadband. Unfortunately I didn't get my modem within the 10 days limit. I phoned up and asked what had happened, they told me there was problems with the delivery service and that I should get it within the next 3 days.
Again I thought 'ok' and waited . . . 4 days later I phoned back and was told the computer system had gone down but they would look into it when it was back up. 2 days later I phoned back - only to be told that the order for the modem had not even been put through!! He said he would put it through there and then . . I should have it in 3 days time.
4 days later - guess what? correct, no modem. I phoned up again and was again told that the system was down!! this from an internet provider!! I spoke my mind this time and after a rather heated discussion I was promised a modem within the week and also told I would get refunded the price difference.

A week later I finally recieved my modem, I installed it and phoned Wanadoo up to organise my refund. You guessed it! - Sorry NO refund. I spoke at length again to the muppet on the other line who just refused point blank to give me a refund. I told him it was a month since registering to the day I got my modem through and actually started using the net!
He refused again and I hung up in anger. The payment for a month went out of my direct debit even though I've only started using the service a day ago.

Wanadoo just wanadoo what they wanadoo and dont really care what you wanadoo. WHATEVER HAPPENED TO CUSTOMER SERVICE!!! :mad: :mad:

Are they in Mumbai yet ?

if not go and brick their call centre :heyhey:

If I were you I'd phone or email Watchdog about this... As Wanadoo have clearly failed to keep their promise of a refund which is against the law I think.

I would've gone postal on the muppet and this kind of thing signifies why I despise telephone customer "support" lines, because most of them are staffed by retards who could no more help you with a customer service problem than I could sprout wings and fly to the chuffing Moon.

Tell the bank - explain that they've taken the Direct Debit without supplying a service - see what they can do....

Thanks for some of the advice but I've got hold of the address to their offices in Middlesborough and will be putting it in writing to their customer complaints department. How much good it will do - I dont know yet but if I dont get a decent reply I'll be getting in touch with all sorts of media from the Sheffield Star to Watchdog . . . . watch this space.

Hi there, have also had problems with wanadoo...the modem did not work and after speaking to their appalling customer service "team" ( who incidentally do not appear to communicate with one another) I was promised a new modem. After waiting for several days having not received it I telephoned them back only to be told that the order had been passed over ( meaning that the order had been cancelled because no information as to why a new modem had been ordered, hence my point of lack of communication. I had clearly stated the reason for requiring a new modem!!) This occurred on several occassions and it was not until around three weeks later and numerous telephone calls that I received a new modem. I was told that I could claim the price difference for the time I was off line but am still waiting for a reply after writing to the head office in Middlesborough. Don't hold out much hope, but at least I am online now!!

Do not tar everyone who works on customer support with same brush! I work for plusnet in sheffield currently on sales department but soon to be customer support.

Doing this kind of job is a lot harder than you think and the person who answers your call has only got a bit of info on the screen to go on in front of them.

Wanadoo are known for rubbish customer service. If it had been plusnet you would have been sorted instantly as what ive seen so far (only been there 2 weeks) they bend over backwards for customers.

Originally posted by damo
Do not tar everyone who works on customer support with same brush! I work for plusnet in sheffield currently on sales department but soon to be customer support.

Doing this kind of job is a lot harder than you think and the person who answers your call has only got a bit of info on the screen to go on in front of them.

Wanadoo are known for rubbish customer service. If it had been plusnet you would have been sorted instantly as what ive seen so far (only been there 2 weeks) they bend over backwards for customers.

I've got to admit, i have heard nothing but good things about Plusnet. Hence why i am going to subscribe as soon as my AOHELL contract expires!

We've had no problems with wanadoo broadband (touch wood). We've been with them near the start of the year.Got it through them phoning us and offering us a deal! So we took it and got it delivered within the time limit. As for customer service, only time we had to phone was when it was down and the person was alright and explained waht hapened... guess we been lucky!

Lestat - You should block the direct debit. Phone them again and ask for the manager or supervisor and tell them what happened and say you want a refund or 2 months free service for the inconvience...usually that works.

Plusnet robbed my mother for a year - kept taking more money than they should, refused to give it back etc. - took over a year of arguing to get it back.

The only ISP out of loads I've used that I've never had a problem with is Freedom2Surf which I'm with now.

Originally posted by damo
Do not tar everyone who works on customer support with same brush! I work for plusnet in sheffield currently on sales department but soon to be customer support.

Doing this kind of job is a lot harder than you think and the person who answers your call has only got a bit of info on the screen to go on in front of them.

Wanadoo are known for rubbish customer service. If it had been plusnet you would have been sorted instantly as what ive seen so far (only been there 2 weeks) they bend over backwards for customers.

On the few odd occasions I have had to ring your call centre, you have been good.
Well done! :)

Alex

Originally posted by damo

Wanadoo are known for rubbish customer service. If it had been plusnet you would have been sorted instantly as what ive seen so far (only been there 2 weeks) they bend over backwards for customers.

Wanadoo are complete and utter nobs, when we were with them back in November 20003 - March 2004, they were poor and you couldn't always get a connection - every few weeks, you had to create a new dialer. When we joined PlusNet in late March they have never been a problem. May even go to your 1MB DSL.

Alex

well if you get through to someone one sales called damian it'll be me obviously lol! let me know :)

I'm not sure it would be a good idea to stop the DD just yet. If they decide to cancel your BB line, it'll take twice as long for ANYBODY to get it connected for you.

Personally never used AOHELL PlusNet or Wanadoo but I have three seperate broadband connections with Pipex and know atleast three other people in Sheffield area also without issue during signup, connection or on-going. (NOT *totally* true, I had one issue where a Pipex sign-on server was down for an hour and a few issues with the BT exchange but otherwise no problems).

Just my 2pence.

Have had a similar problem but still haven't received modem 6 weeks later. Wanadoo are amongst the worst companies I have ever had to deal with and strongly recommend anybody considering signing up wtih them to think again!

They have no contact details for anybody capable of making a decision and hide behind a PO Box number - if that doesn't tell you something about the company, nothing will.

They don't seem to understand that a contract is binding on both parties and, although they are in breach of their part of the contract, they refuse to accept this saying that I have signed up for twelve months. So far they have taken money from my account but have not enabled me to use the service for which I am paying. I am still awaiting a response from their "Dedicated Broadband Support Team".

I'm currently trying to locate a proper address and contact details - if anybody can help, please leave details on the site.

Be warned - DO NOT USE WANADOO

Edd

hi there edd, sorry to hear of ur woes with wanadoo... I have also had problems with them over the past few months where my modem was constantly on the blink and they were continually charging me for it every month. Finally resloved it with them giving me two months free....hmmm will believe it when the money stops going out.

Anyway having spent lots of my hard earned money on telephoning their 0870 number found this website where there is a freephone number
http://www.saynoto0870.com/company_search.php

hope this is of help

I had problems with wanadoo also

i was on an old dial up account and when i canncelled the subscription i was offered 2 free months which i declined then for over a year they kept taking 15 pound from my account ( my fault for not noticing )

when i noticed the problem and complained to Wanadoo/freeserve all i got was you have to complain in writing , when asked if i could speak to someone all they could say we cannot put you thought to the complaints team as we dont have there tel numbers , now ive worked for large companies but usually you can contact any department or location by phone

well were still chasing this and i cant see and end cos all you get from the complaints department you write to is a standard template letter basically telling you , your not viable for a refund

DONT USE WANADOO

ISPs to avoid:

AOLHELL - with their own s.w and moronic sales team... (however, with one of the later versions of AOL they have ditched their own s.w)

Freeserve/Wannadoo - (reasons are mentioned within this thread).

Tiscali - I had to ring them, what a moron - he passed me to the DSG Group (PC World), who couldn't sort it out - can't remember what it was - but my aunt is now with F2S - very good.

Alex

Yes... In a nutshell...

Moving house at the end of the month, so called Wanadoo to get new line upgraded to Broadband.

Customer Service number is national rate, which I can live with. Except twice I was placed in a queue for some time, and then I was hung up on...

Decided to contact through the internet instead. Filled in online form, and there was an error with the page, so it wouldn't send.

So, I emailed customer services and explained all of the above. Also adding that I wasn't best pleased and if I wasn't tied into Wanadoo for about 8 more months, I would change to a different internet provider. Also asked for someone to call me to discuss the matter...

The response?

"Thank you for your email.

We apologise for the time spent trying to contact ourselves.

We take into consideration all of our member's comments as we are always considering new ways of meeting your expectations.

Unfortunatley at present we are unable to contact you regarding the moveand the regrade of your account.

To arrange your move, call our Broadband Support team on 0870 010 2462.

(Lines are open 24 hours a day, seven days a week. Calls are charged at national rates and may be recorded for training purposes.)

If you have any further queries then please do not hesitate to get in contact with us again.

Kind Regards... "

How frustrating is that????
:rant:

Try cancelling your direct debit, and asking your bank to process an indemnity claim for the last couple of months payments. (Wanadoo will have to give you your money back!) They'll soon be on the phone! :hihi:

K x

more likely you'll get a threat of legal action for the remainder of the contract you agreed to.

As for CSA's generally - try asking where they are - I bet you're getting through to Garlands (Middlesboro) or Ventura (Dearne Valley) - you are better off speaking to someone from Sheffield - at least they'll put your request through...

I remember working for them as a csa (quite a few years ago now) when it was still freeserve. I was a real 'Tyler Durden' terrorist to certain people who rang me or emailed. But I was one of the few who was just there to make life hell for customers, most of em' are quite nice, just quite dumb.

This is probably what you need (http://portal.f9.net.uk/products/offer.html)

dont change to ntl....their customer service is a joke too.

Similar threads merged.

Originally posted by dwhl
hi there edd, sorry to hear of ur woes with wanadoo... I have also had problems with them over the past few months where my modem was constantly on the blink and they were continually charging me for it every month. Finally resloved it with them giving me two months free....hmmm will believe it when the money stops going out.

Anyway having spent lots of my hard earned money on telephoning their 0870 number found this website where there is a freephone number
http://www.saynoto0870.com/company_search.php

hope this is of help



Great link!! Well done for providing it dwhl.