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Wanadoo - as bad as France Telecom is in France

Hello All,

A week ago, the 9th of November, I phone Wanadoo to request a MAC number to migrate ISP to another Provider.
For months, the connections are constantly interrupted and stop at about 6 sometimes earlier.

I was told it would take up to 48 hours and it would be sent to me.

Worried it was going to be sent to me at my freeserve address (linked to the Wanadoo account), that I do not use, I asked: "to which address will you send the MAC number?"
I was told "where ever you want" so I gave my yahoo e-mail address.

Result:
After 1 week of checking my mail with no news from Wanadoo, I decide to call again.
Here I am told that the MAC has been sent to a Wanadoo address that I don't have.
Checking my freeserve address, it appears that the most recent mail was received in April 2005...AND...
ON TOP OF ALL, I am told that I can now go to any ISP since my account was canceled on the 9th of November (the same day I requested the MAC!!!).
:eek:
After holding to speak to a manager, I am confirmed all this information and that there is nothing they can do : they, I quote "don't have the facility to re-open an account" that they have closed without my consent!!!

And when I am complaining that this is not acceptable and they should do something about it, they ask me if there is anything else they can do for me. I reply "No" and they hangup!!!
:mad:


Is there any official organisation I can complain to?

What is the best way to make this experience known?

Thank you,

HM
 
Well, you've taken the first steps by posting on here....perhaps you should also write a review for Wanadoo on this site as well...helps others make up their mind on which ISP to choose.

You should have asked to speak to a supervisor...got his/her name.......written down or recorded the conversation, kept record of how long the call lasted the cost etc then sent the whole shooting match to OFCOM.
Perhaps your best course of action now is to write to:
Wanadoo Customer Care, PO Box 486, Rotherham, S63 5ZX....FAO "THE MANAGER" state your problem clearly (keep calm no swearing) In the meantime shop around for another ISP that will waive the activation fees for your newly ceased ADSL telephone line.
 
That's a pain, I've always had good things to say about Wanadoo CS as well, even though their tech support leaves a lot to be desired. What tracker said is all kosher, but to add to that, you may wish to call back, state that you've called back before, ask to follow their escalation procedure, and try it that way. Emphasise that your instructions were not followed, and you might be able to bend a sympathetic ear second time around.
 
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When you request a MAC code that will normally with any isp generate the last 30 days or so of your contract with them. In other words if you ask for a mac code on say the 1st then you need to move within 30 days otherwise you will be without any broadband. I have moved isps a few times and once the mac code is issued after you ask for it, then you are basically given notice to leave and the account will terminate. MAC codes normally also only have a limited validation period.. i.e 28 days etc. after that the code will be of no use,
 
Wanadoo Complaints

Go to OFCOM. Use Google to obtain the link.

Not very strange, Wanadoo doo alway seems to need a kicking before it does anything.

When customers leave to join another service the trade term is churn.
It hits them where it hurts - the bottom line.

I tried to obtain a MAC from Wanadoo for several days.
It was only after I complained to OFCOM that Wanadoo sent me a MAC.
(Wanadoo supplied the MAC very shortly after - OFCOM has some kick.)
 
Wanadoo have gone down hill since dixons got rid of them. The customer serview as far better then as well. Dixons call centres looked after the broadband and dial up support until last year as well i think since they moved over to good old india its gone down hill big time.
 
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