Wanadoo? I wanna-refund!

golddust_4

I just had to get this one into the public realm.... Everything is now sorted but let me tell you about Wanadoo broadband....! (Sorry for the long story).

A month ago I decided to sign up for broadband. Interested in long term access but not necessarily massive downloads I went for Wanadoo. £17.99 per month with 2gb download limit (fine for surfing, email etc).
Since I use a laptop I wanted a wireless setup so took them up on the option to supply wireless equipment for £79.99.
After about 7-10 days my equipment arrived, I connected it up and was online in about 30 minutes.
Happily I used the service for 2 days but on the third day the wireless equipment failed. No power, completely dead. I work in IT so knew it was equipment failure.
I called the support line to report the fault (45 minute wait) and went through the motions of telling them what happened (commence questions like, are you sure you've installed it properly etc). Finally we agreed it was faulty and could be replaced. "How long will that take?" I asked. "We don't have any in stock so I don't know" I was told. Great, could be an unknown length of time. I asked if I could replace it from an authorised reseller and was told PC world could probably swap it.

I went to PC world and they don't stock the wanadoo wireless equipment.

Back on the phone (50 minute queue this time!) and went through the same process. This time I said I really needed to be online, "was there a temporary alternative?". I was offered a cabled broadband modem until a wireless one was available, this would take a few days to arrive.

10 days later the cabled modem arrives. By this time I've called back to chase up and ask when the wireless modem will arrive. "What wireless modem?" Apparently I have no order for one!
Since this was the whole point of my call I was a bit miffed. An order is placed for the wireless kit as aparently "they've been in stock for weeks"!!!
I'm told that once the new modem arrives please could I send the faulty one back in the bag they supply, fine.

Several days later a plastic bag arrives. I do nothing as I'm waiting for replacement modem. 3 days later no modem. I call to see what's happening and am told my modem was delivered a few days ago! I insist that was just a plastic bag. Then I'm told they don't send the new modem until I send the faulty one back! The opposite of what I was told before!

OK, so I go home and box up the faulty modem, pick up the prepaid bag and.... it's too small for the box!!!

I phone back to inform them the bag is too small. This time the operator is amazed to find she's able to order the bags in 2 different sizes! Wow! A new bag is ordered.

A few days later I get a call, and this I do apologise for.... "Hello this is a courtesy call from Wanadoo. As a new customer we wanted to check if you're happy with our service?"..... "Are you bloody joking!?" I began. I relayed the whole story even to the point of noting that I've now been charged for the months use and only had the service for 3 days. The poor kid on the phone hadn't been expecting this and I end up apologising but explaining that I've been chasing them for 4 weeks and this is the first time they've called me... He suggests I call the helpline.

I call the helpline but there is no manager on duty in the evening. I should call back tomorrow.

SO I call them next day and this time I insist on speaking with "escalations" or someone who can actually fix things. The lady apologises, sends a replacement which will take 2-3 days (actually 5 days). I also get a credit for the next months bill as I've paid for a month where I couldn't use the service as paid for.
A problem that should be sorted in 5 mins on the first call took 4 weeks and lots of calls to fix AND I paid for the privelidge of having this equipment, service and reporting the problem!

ANYWAY, in conclusion;
Wanadoo wireless boxes seem to be unreliable (apparently lots of customers have had faults).
The customer service generally is very poor. I had to chase for 4 weeks and spent about 5 hours on the phone!
You CAN get a refund if you push hard enough.

Anyone else had grief with them?

Dwayne_Dibley_3

I used to use Wanadoo (or Freeserve as it then was) for my internet connection but had real problems getting connected when I wanted to.

Packed them in in the end.

16011996

they were rubbish, i jacked them veryquickly

briktopia

Move to Virgin

512K Connection - more like 576k, free modem and no fees to sign up. 3Gb Limit a month for £17.99

Hope that helps in any way.

izzy_flint

tesco broadband free modem 512k connection UNLIMITED access all for £19.99


i call it wannaDONT its as bad as AOL or american OFF line as it seems to be known as