Wanadoo account problem

Hello,

I've been unable to log onto my wanadoo broadband account since Friday
(27th Jan). I've tried their "technical support" six times without any
success. Two of the helpers claimed it was due to updating the
broadband speed, but this morning I tried accessing my e-mail via their
website, i.e. not via a broadband link, and it has the same problem. My
best guess is that wanadoo have somehow frozen or corrupted my account
information. The last helper basically gave up and suggested I try the
website again in several hours; she said that she would be annoyed if
she was me :-)

Anyway, does anyone have any suggestions as to how to get a sensible
response out of wanadoo? Ringing technical support doesn't get much
support and the customer/billing bods just forward me to the technical
support.

Alan

"Alan R Williams" <(E-Mail Removed)> wrote in message
news:drl63f$r6u$(E-Mail Removed)
> Hello,
>
> I've been unable to log onto my wanadoo broadband account
> since Friday (27th Jan). I've tried their "technical
> support" six times without any success. Two of the
> helpers claimed it was due to updating the broadband
> speed, but this morning I tried accessing my e-mail via
> their website, i.e. not via a broadband link, and it has
> the same problem. My best guess is that wanadoo have
> somehow frozen or corrupted my account information. The
> last helper basically gave up and suggested I try the
> website again in several hours; she said that she would
> be annoyed if she was me :-)
> Anyway, does anyone have any suggestions as to how to get
> a sensible response out of wanadoo? Ringing technical
> support doesn't get much support and the customer/billing
> bods just forward me to the technical support.
>
> Alan

Have you just had a speed upgrade from 1 to 2MB..? This happened to me
too, the cure was to switch back to the original login ID. When I first
had the 512 service my login was (E-Mail Removed) then when I
went to 1MB they changed the part after the @ to simpy @fs. Then when it
went to 2MB they reverted to the original login, but didn't tell me. It
took an hour to get a supervisor who had some idea of what had happened
before I was told this.

Try it, it may work for you as well..!

Ivor

Ivor Jones wrote:
> "Alan R Williams" <(E-Mail Removed)> wrote in message
> news:drl63f$r6u$(E-Mail Removed)
>
>>Hello,
>>
>>I've been unable to log onto my wanadoo broadband account
>>since Friday (27th Jan). I've tried their "technical
>>support" six times without any success. Two of the
>>helpers claimed it was due to updating the broadband
>>speed, but this morning I tried accessing my e-mail via
>>their website, i.e. not via a broadband link, and it has
>>the same problem. My best guess is that wanadoo have
>>somehow frozen or corrupted my account information. The
>>last helper basically gave up and suggested I try the
>>website again in several hours; she said that she would
>>be annoyed if she was me :-)
>>Anyway, does anyone have any suggestions as to how to get
>>a sensible response out of wanadoo? Ringing technical
>>support doesn't get much support and the customer/billing
>>bods just forward me to the technical support.
>>
>>Alan
>
>
> Have you just had a speed upgrade from 1 to 2MB..?

Supposedly my broadband is being upgraded from 512 to 8Mb. It's
actually gone from 512 to 0 :-)

> This happened to me
> too, the cure was to switch back to the original login ID. When I first
> had the 512 service my login was (E-Mail Removed) then when I
> went to 1MB they changed the part after the @ to simpy @fs. Then when it
> went to 2MB they reverted to the original login, but didn't tell me. It
> took an hour to get a supervisor who had some idea of what had happened
> before I was told this.

How did you manage to get hold of a supervisor? The standard of the
technical support staff has varied between "very good" to "worse than
useless".

At the technical supporters' suggestion, I've tried fs,
bb2.freeserve.co.uk and bb1, bb3 and bb4. They've also tried altering
my password with no effect.

I don't think it's anything to do with the broadband itself as the web
login is also screwed up. I think they did something very bad to my
account settings when they tried to upgrade the broadband. Apparently
they're not allowed to try to log in as me, which I can understand, but
that means they can't do the first level of debugging i.e. replicate the
problem :-(

> Try it, it may work for you as well..!

Thanks anyway. One good thing is that I now appreciate the support
staff at work much more :-)

> Ivor

Alan

Alan R Williams wrote:
> Ivor Jones wrote:
>> "Alan R Williams" <(E-Mail Removed)> wrote in message
>> news:drl63f$r6u$(E-Mail Removed)
>>
>>> Hello,
>>>
>>> I've been unable to log onto my wanadoo broadband account
>>> since Friday (27th Jan). I've tried their "technical
>>> support" six times without any success. Two of the
>>> helpers claimed it was due to updating the broadband
>>> speed, but this morning I tried accessing my e-mail via
>>> their website, i.e. not via a broadband link, and it has
>>> the same problem. My best guess is that wanadoo have
>>> somehow frozen or corrupted my account information. The
>>> last helper basically gave up and suggested I try the
>>> website again in several hours; she said that she would
>>> be annoyed if she was me :-)
>>> Anyway, does anyone have any suggestions as to how to get
>>> a sensible response out of wanadoo? Ringing technical
>>> support doesn't get much support and the customer/billing
>>> bods just forward me to the technical support.
>>>
>>> Alan
>>
>>
>> Have you just had a speed upgrade from 1 to 2MB..?
>
> Supposedly my broadband is being upgraded from 512 to 8Mb. It's
> actually gone from 512 to 0 :-)
>
>> This happened to me
>> too, the cure was to switch back to the original login ID. When I
>> first had the 512 service my login was (E-Mail Removed)
>> then when I went to 1MB they changed the part after the @ to simpy
>> @fs. Then when it went to 2MB they reverted to the original login,
>> but didn't tell me. It took an hour to get a supervisor who had
>> some
>> idea of what had happened before I was told this.
>
> How did you manage to get hold of a supervisor? The standard of the
> technical support staff has varied between "very good" to "worse
> than
> useless".
>
> At the technical supporters' suggestion, I've tried fs,
> bb2.freeserve.co.uk and bb1, bb3 and bb4. They've also tried
> altering
> my password with no effect.
>
> I don't think it's anything to do with the broadband itself as the
> web
> login is also screwed up. I think they did something very bad to my
> account settings when they tried to upgrade the broadband.
> Apparently
> they're not allowed to try to log in as me, which I can understand,
> but that means they can't do the first level of debugging i.e.
> replicate the problem :-(
>
>> Try it, it may work for you as well..!
>
> Thanks anyway. One good thing is that I now appreciate the support
> staff at work much more :-)
>
>> Ivor
>
> Alan

Are you getting synch? If not they may have upgraded you out of your
lines limitations...

I've just had more fun with their "technical support". I e-mailed them
a query about my problem (of them corrupting/disabling my account). I
received an acknowledgment with an assigned confirmation number. They
replied (quoting the number) asking for some confirmation details to
check that I am me. I replied (quoting the number) giving those details
and have just received back an e-mail (with a different number) asking
me to send them a query! Waaah!

So they managed to lose track of my question despite its confirmation
number being specified in all the correspondence. It's no wonder their
server's lost my account details :-(

Alan

"Alan R Williams" <(E-Mail Removed)> wrote in message
news:drq75f$34k$(E-Mail Removed)...
> I've just had more fun with their "technical support". I e-mailed
them
> a query about my problem (of them corrupting/disabling my account). I
> received an acknowledgment with an assigned confirmation number. They
> replied (quoting the number) asking for some confirmation details to
> check that I am me. I replied (quoting the number) giving those
details
> and have just received back an e-mail (with a different number) asking
> me to send them a query! Waaah!
>
> So they managed to lose track of my question despite its confirmation
> number being specified in all the correspondence. It's no wonder
their
> server's lost my account details :-(

If you're gettin 'invalid user/pass' I had that prob the other day, I
called them up and was told it's happenin a lot since the upgrades.
He tried settin up a test account, but that wasn't connectin either.
Said he'd sort it out, and within a couple of hours It was back on
again.
If anything call em back, and ask em to set up a test account to try and
connect with?

Gøñzølã wrote:
> "Alan R Williams" <(E-Mail Removed)> wrote in message
> news:drq75f$34k$(E-Mail Removed)...
>
>>I've just had more fun with their "technical support". I e-mailed
>
> them
>
>>a query about my problem (of them corrupting/disabling my account). I
>>received an acknowledgment with an assigned confirmation number. They
>>replied (quoting the number) asking for some confirmation details to
>>check that I am me. I replied (quoting the number) giving those
>
> details
>
>>and have just received back an e-mail (with a different number) asking
>>me to send them a query! Waaah!
>>
>>So they managed to lose track of my question despite its confirmation
>>number being specified in all the correspondence. It's no wonder
>
> their
>
>>server's lost my account details :-(
>
>
> If you're gettin 'invalid user/pass' I had that prob the other day, I
> called them up and was told it's happenin a lot since the upgrades.

Yes. Using broadband I get "access denied : username or password is
invalid in this domain" or something like that. It isn't a problem with
the broadband itself though as a similar problem happens when trying to
log onto the website. I think they've seriously messed up the content
of the servers' database.

> He tried settin up a test account, but that wasn't connectin either.
> Said he'd sort it out, and within a couple of hours It was back on
> again.
> If anything call em back, and ask em to set up a test account to try and
> connect with?

Good idea. They haven't tried that with me yet. I've spoken to six
different "technical support" people but only two of them seemed to be
any good :-( I'll try to summon the mental strength to cope with
another call :-)

Thanks,

Alan

Alan R Williams wrote:

> Yes. Using broadband I get "access denied : username or password is
> invalid in this domain" or something like that. It isn't a problem
> with the broadband itself though as a similar problem happens when
> trying to log onto the website. I think they've seriously messed up
> the content of the servers' database.

It won't be the first time an ISP has done that & it probably won't be
the last...

Kraftee wrote:
> Alan R Williams wrote:
>
>
>>Yes. Using broadband I get "access denied : username or password is
>>invalid in this domain" or something like that. It isn't a problem
>>with the broadband itself though as a similar problem happens when
>>trying to log onto the website. I think they've seriously messed up
>>the content of the servers' database.
>
>
> It won't be the first time an ISP has done that & it probably won't be
> the last...

I just had an e-mail from them. They asked me to describe my problem.
Sadly, thir message was a reply to one where I detailed the problem;
they also carefully excluded my original messsage :-(

I've given up hope and will be changing my ISP next week.

Alan