wanadoo wont release us; ideas please

londongirl32

Hi,
we have been with wanadoo broadband for just over a yr, the problem we have is we moved house and had the bb moved to which wasnt a problem. My DH had a problem with the credit card he was using to pay for this service and a payment failed. Instead of contacting us to inform us of the payment they just disconnected the service which i wasnt very happy about but i guess these things happen. It took us a couple of weeks to pay to bring the account up to date in which time wanadoo cancelled our contract, DH was told that once the payment had been made and cleared we would need to wait 10days for the markers to be removed from our line to enable us to either resign with wanadoo or moved to another ISP. The payment went through the account in september but the markers are still on our line preventing us signing with anyone else. According to wanadoo they have removed their markers but hadnt informed bt to do the same when i rang and questioned this i was told they were putting an order thru to bt as we spoke and that after 10 days we should be free to sign with someone else. that was on the 20th october and according to bt they still have no order asking them to remove the markers. Wanadoo are very rude to myself and my hubby when we ring; to the point that DH wont ring them anymore. I'm at my wits end and i want my broadband back but definately not with wanadoo. Does anyone have any ideas on which direction to go with this, admittedly we did miss a payment and have our subscription ended but they are still not releasing us.
Thanks in advance
Londongirl32

mhendo

Wanadoo seem to have a habit of doing this. I know a few people that cancelled their service with Wandoo, and then when they came to place a fresh order for ADSL, the markers hadn't been removed, and therefore ADSL could not be provisioned.

A way I've got a few people out of this is to get them to change the account name on their BT telephone service. In doing so, you are amending the account details, which results in all secondary services (eg ADSL) to be ceased. I've used this method for a coupld of people that have got stuck in between providers, and within approx 3 days of amending the account name (for example to your partner's), the line has become free and a new ADSL order is possible.

Hope that helps.

Cheapster_2

Hada similar problem with markers when trying to migrate from one service to another. In the end I got OFTEL involved to speak to BT, who hold the markers. Within 24hrs resolved & moved forward, even though still another 3-4 weeks for Virigin to process new Account.