Wanadoo admits broadband unbundling problems
Summary: Wanadoo has admitted customer service problems after a forum was launched to discuss its shortcomings. Disgruntled users may get compensation
Broadband provider Wanadoo admitted that it was suffering service problems on Thursday, after one user launched a Web site dedicated to Wanadoo customer complaints.
The forum — WanadooProblems.co.uk — was launched by a disgruntled Wanadoo user to discuss technical complaints and customer service problems. The user claims to have experienced problems migrating to Wanadoo's 8Mbps broadband service, and says he has been without Internet access since 7 February.
Several other disillusioned Wanadoo users have also complained of lack of service on the forum.
The France Telecom-owned company admitted to ZDNet UK that its customers had experienced technological problems, and attributed them to the rollout of its local-loop unbundled (LLU) network.
"We are aware of customer problems with the LLU network," a Wanadoo representative said.
Local-loop unbundling allows a rival telecoms operator to take control of BT telephone lines and offer its own services to businesses and consumers.
LLU has allowed operators such as Wanadoo to offer their own range of services, such as faster broadband services, ahead of BT rather than just reselling BT's range of wholesale products.
One ex-customer claimed that Wanadoo had rushed into LLU too quickly, leading to problems between the ISP and its third-party engineers.
But Wanadoo denied that third parties were to blame for service interruptions, and shouldered the responsibility itself.
"Effectively it's Wanadoo-related. We're not breaking it down into individual suppliers," said the Wanadoo representative. "We're working with third-party suppliers to rectify issues as and when they occur."
Wanadoo is aware of WanadooProblems.co.uk, and said it would endeavour to rectify any problems experienced by its customers.
"We have picked that up. We're looking to contact the individual to find out the particular problems he had. We investigate each individual complaint as it happens," the Wanadoo representative told ZDNet UK.
"We are looking to fully compensate any customer experiencing extended problems," he added.
Last year, rival LLU operator Bulldog suffered serious problems with its telecoms service, leading to an Ofcom investigation.
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Talkback
Just so that you know there is still a place to shout from!
I have been caught up in now what is being called "The Wanadont Crisis" (For over 4 months) However There is something uncanny about my experience compared to all the others on www.orangeproblem.co.uk that is the our Wanadont experience is all the same.
On day one when I called I was told that it was not a Wanado issue, several days passed and coutless hours on the phone and I still got nowhere.
Till one operator gave me the line " We will have to check your line, call back in a few days" doing so I call back to be told They will send out a New live box. This didnt happen 3 TIMES. Untill I sent in a letter of complaint. Which was responded to with a letter ADMITTING it was a Wannadoo issue! however I will be re-connected within 10 days...ha...ha...ha
Several letters of complaint latter and still paying for a service I couldnt use I finally complained to ISPSA which resulting in Wanadoo calling me to say they were on the case 5 days latter ( Note that Wanadoo has an obligation to conatct the customer within 5 days if it is a ISPSA complaint.
Great. I will soon be online. Nope, far from the truth my next call that I recieved they said "someone" has closed my account. WHAT! I said and they cant do anything for me but i "Could go elsewhere". I decide to challedge wanadoo to provide me with the service that I am paying them for. Im up to MONTH NUMBER 4.
My hope is that you maybe able to help us Wandont victims and ask them these Questions.
Are staff trained to Mis-Lead customers in relation to their LLU Issues?
What is thier position on thier legal obligation towards customers like us?
Why dont thier staff inform customers of ISPSA AND CISAS?
Are they aware it is thier legal obligation to do so?
What compensation will customers that have suffered be offered?
PLEASE HELP US GET SOME ANSWERS