Nightmare Migration from Wanadoo

Mr_Gordon_2

I'm another Wanadoo customer desperate to make the move to another isp. Although I've rarely had a problem with the connection, maybe 3 down times in the year of using lasting from a few hours to a day. Customer services has been a bit of a nightmare to use. A simple request for a copy of a previous invoice took 4 emails and a letter to which I eventually received a reply saying I'd been emailed the information, which I had not. I've also noticed I'm still being charged £27.99 a month for the 512k service as I signed up with Freeserve around a year ago (which I think I may have been tied into a years contract).

On reading the above I don't think this is going to be an easy move to another ISP somehow.

Rex_Mundi

In the years I've had freeserve/wanadoo I've never had a problem. Till yesterday. My connection went down for the first time. After running scans/checks to make sure the problem wasn't at my end. I phoned wanadoo. I got through to the technical department who proceeded to tell me that as I've requested my MAC number the account has been closed in the switch. I know we're not meant to swear at these people, I know that they are only working at a call centre. But I lost it!!!! BIG TIME!!! I told him he was talking BS and it is strange that the account was closed in the switch, SEEING AS HOW I'VE NOT USED THE MAC NUMBER YET!!! I'm still making my mind up!

I was transferred to the registrations department, who told me that the account was still active! Guess what. All of a sudden the broadband started working again.

BE PREPARED FOR PROBLEMS IF YOU WANT TO SWITCH FROM THIS COMPANY!!!
It looks like they are just switching people off if you let them know you want to change.

Curry_Queen

Hmmmm sounds familiar :mad:

My account was also closed the day after I received my MAC, and I've since learnt that they wouldn't have received any notification from BT to tell them to cancel my account until migration was completed, so that was all BS!!! :mad:

The email I received containing the MAC code also stated that nothing would be done to the account until migration had taken place, and the code was valid for use for up to 30 days, so again they have broke their own T&C's :mad:

Are you going to be contacting Watchdog too Rex?

Here's a direct link to their online complaints dept that I found this morning

Rex_Mundi

I'm going to hold off on the link to Watchdog untill my migration is finished. There's every posibility that I may have a few more complaints to add by the end of the process.

The email I received containing the MAC code also stated that nothing would be done to the account until migration had taken place, and the code was valid for use for up to 30 days

LOL.....Have you been reading MY emails? ....LOL

Curry_Queen

Well, I've fired off a complaint to Watchdog this morning to get the ball rolling, giving them my contact details and permission to investigate my account with Wanadoo, so I'll wait and see what comes of that.

I'm so tempted to call Wanadoo back to find out where my refund is, which they said had been credited to my account on the 17th, as nothing has gone into my bank account yet, but I'm not sure my stress levels can take anymore BS from them at the moment. I think a letter to HO might be more appropriate, most of which I can just C&P from my post above.

I seem to remember there being a website somewhere that you could get legal advice free of charge but can't remember what it was ... does anyone by chance know of it? I think it's worth me running this past some legal bod to get advice on how to proceeed with a compensation claim.

Good luck with your migration Rex, I think you might need it