Wannado DONT WANNA help

FirstClassMale

We are moving house shortly and I decided to advise Wannado by phone as I wanted to tell them that the new number is not yet live. The seller is taking their number with them so BT have allocated us a new number. This was made clear to the operative at the call centre and I was told that this would not be a problem. Today I received this email

We are very sorry but following our final checks we have to confirm your phone line can’t support our Broadband service.

If you are a new customer, no charges have been made to your account, and we’ll make sure your account is closed so you don’t need to worry about taking any further action. If you bought your Broadband service in-store please take this email and your modem (if you purchased a modem in-store) back to the store to get a refund.

If you asked us to transfer your Wanadoo Broadband connection to your new home and would like more information about why the service isn’t available to you at this time, please contact our Broadband Support team on 0870 010 2462*

Sorry.

Wanadoo Broadband Support Team


This was sent to me at 9:50 am. I was able to read it at around one but, as it is a “premium rate national call” in the words of MSE Martin, I decided to wait until I got home around eight. There was no hint of immediate urgency that I call them either. Now read the email again and tell me whether it says that my service has been completely cancelled forthwith? I take it, from the wording, that the service not being available at his time means that they cannot connect to the new number. Of course they can’t, it doesn’t yet exist. I seem to have a connection in the time being but in the words of the operative I spoke to tonight “it could be cut off in two hours, it could be on until tomorrow morning”.

When I called this evening I was told that the service had been cancelled and that I would need to re register once I moved and once the new number was live, leaving me without a connection for a minimum of two weeks. I could, of course have re registered in my current address this evening for the short intervening period (no mention was made of any charges when I would inevitably have to cancel)I made it clear that this was unacceptable and that if the operative did not have the authority to resume my service this evening then I wanted to speak to his supervisor or manager. I was then told that there was not a supervisor on the floor tonight. Upon further questioning I was told there would be one from eight am tomorrow. I asked that he give me his assurance that I would receive a phonecall from the supervisor only to be told that this was not possible due to it being “an incoming call centre only”. I asked if the call was being recorded and was told that operatives do not know as this is a supervisor’s role. I then suggested this call was not therefore being recorded given the information previously provided made this impossibility.

My position is that wannado has worked ok in the past for me. I don’t want to lose my email address by going elsewhere. I will be calling at 8am tomorrow to see what efforts they will make to retain me as a customer. I will be demanding that I get my service back as soon as practically possible and that the changeover happens when I ask and not taking up to 20 days. I will be asking for the administration charge to be waived and also a goodwill gesture to keep my custom. Even if they meet my demands, I will seriously consider leaving them as this is completely unacceptable.

I wanted you to know of this behaviour by an ISP who widely advertises so must want more customers not less.

This might also be the last thing I do online for two weeks so, farewell!
:wave:

Contains_Mild_Peril

Aargh, don't talk to me about Wanadoo! I used to use their dial-up service. My sister payed for the first year for me as a present. When we opened the account, there was no place on the form to enter different details for the user and payer if different, so we decided the best thing would be to put my address, since I was the one using the service, but my sister's name, since we thought there could potentially be problems with trying to pay from a bank account under a name which did not match the internet account.
When the time came to change the payment details to mine, they had absolutely no problem doing so without requiring any authorisation from my sister. However, when I later tried to cancel when I changed to broadband from a different server (because according to the info I was given, Wanadoo's broadband is a con, but that's another story), I was told I couldn't, because the account is in my sister's name, so I got charged for another month. I am paying with a credit card direct debit, so my bank who provide the credit card told me I can't cancel DD's on it from my end. My sister later contacted Wanadoo and asked them to cancel it. I got charged again. I wrote to them. Twice. No reply. I e-mailed them about 3 days before another payment was due, and I was supposed to get a reply within 24 hours, but it was about 3 days, so I got charged again. The e-mail says my sister has to phone them to cancel (which she already did previously) and makes no mention of the reimbursement I requested for the months I've been paying for a service I haven't been using.

lovinlife_2

I had huge problems moving house with them. I was on the phone 3 times trying to find out why I didn't have my new connection when I should have. Turns out they ended the old connection no problem but for some reason the request for new one didn't get put though - twice. I jumped up and down at them and got the moving fee refunded and a free upgrade to 2Mb service. Then I called BT to make sure that they had got a request, and it turns out the 'second' time Wanadoo put in the request it was immediately cancelled. I eventually got back online, but I can't wait for the end of the contract. It may be hassle letting everyone know my new email address but I am switching provider. And I certainly will not recommend Wanadoo to anyone.
I heard they got slated by ?which, too.

fayraz

Stay Away From Wanadoo!