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mossie
new user
Reg'd: Mon
Posts: 9
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Have been using Freeserve/Wanadoo broadband for 3 years with no problem, but from mid-December have been having endless problems dialling-up ( error mess. 718/721 ).
After several 'run-ins' with their help (sic) desk - who finally admitted that problem was not with my pc, but with 'outages' a lengthy offline period yesterday finally drove me to phone their service (sic) desk and request my MAC-code.
This caused some consternation - the guy finally admittted that the problem has arisen since their changeover to 8x download on December 9th, which has led to 'unbundling' at the local exchange ( I'm in London ). This has led to 'some subscribers' having problems. This was scant consolation, so I pesisted in requesting the code.
He then explained that as this was an 'LOU' line, it didn't have a MAC-code, Wanadoo could only disconnect the line immediately, leaving me without internet access or email. When I asked if this meant that I was tied to Wanadoo for life, he offered to do a full line-check in 5 days. I expressed further dissatisfaction which led to a sudden 50% reduction in my subscription fee.
What's going on here ? 
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Mouse
Moderator
Reg'd: Thu
Posts: 6530
Loc: Psst....over here
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I didn't have to ask for a MAC code when changing dial up providers. I only thought you requested MAC codes if you were on Broadband internet.
Also how come, living in the Capital and you don't use broadband? Are you not a frequent user of the internet?
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greysts
regular
Reg'd: Thu
Posts: 17961
Loc: Colchester
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Mouse is right, MAC codes don't apply with a dial up service. In fact, if you are on dial up the telephone line actually belongs to BT and you can switch providers at any time you like. You can also have several dial up providers all at the same time and use their 'Pay as You Go' services. Your next step is to call British Telecomm and tell them to check your line for noise and increase the gain. See what they say.
All the forgoing is nonsense if, in fact, you are on Broadband. You said in your post you were having trouble with dial up. Did you mean the dial up procedure you go through to connect to Broadband?
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Do you know that we're all in line for succession to the throne? Really?
Well, if forty-eight million, two hundred thousand, seven hundred and one people died I'd be Queen.
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mossie
new user
Reg'd: Mon
Posts: 9
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Yes, sorry everyone - as you've probably gathered, I'm not an expert at this...
I have always been on Broadband via a BT line, and it's when trying to connect to Broadband that I get the errors. The Wanadoo service people refer to it as 'dialling up' when I speak to them which is why I used the term here. As I was paying £27.99 p/m, I rather hope it was Broadband !
So - back to the original question - how can I change Broadband ISP's when I've come up against what Wanadoo are telling me ? 
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ronjon
regular
Reg'd: Mon
Posts: 429
Loc: Manchester
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If you are on a BT line you can change your ISP any time after your 12 month contract is finished.Browse through ISP's to make your choice,but go to the ISP forum and read through it, you will get an idea of which ones to avoid.
Good Luck.
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Mouse
Moderator
Reg'd: Thu
Posts: 6530
Loc: Psst....over here
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Ok, first off you need to do what Greysts asks and get British Telecom to do a test on your line to see if you can migrate to another ISP
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mossie
new user
Reg'd: Mon
Posts: 9
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Many thanks for the advice - which I shall be following. I'm certainly not a happy-chappy at the moment.... 
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Mouse
Moderator
Reg'd: Thu
Posts: 6530
Loc: Psst....over here
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Suprised they've been like this with you. Could be that you dealt with a "can't be bothered" call centre employee, try ringing again, during the day time and see if you get any further.
If you do decide to stay with them or actually get anywhere with their staff ask for a drop in your monthly fee rate (17.99)for the poor service, with no admin charges.
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mossie
new user
Reg'd: Mon
Posts: 9
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Thanks, Mouse. In fact, Wanadoo instantly reduced my monthly payment to £14.99 without my even asking.
The various people I spoke to sounded very pressured and I genuinely felt that mine was far from being the only such call they'r had recently.....
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JimGrim
regular
Reg'd: Mon
Posts: 66
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Wouldnt it just be easier to pay a little more and sign up with BT Broadband im sure that all your local loop unbundling will disappear once BT Wholesale get on your case.
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mossie
new user
Reg'd: Mon
Posts: 9
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I'll keep that in mind...I assume BT have improved ( I tried to sign up with them in the first place in 2002. They were so uninterested at the time that I went with Freeserve ).
Wanadoo seems to have settled a little ( fingers crossed )...I would think they must be working on their LLU difficulties, otherwise, if they're intending to roll it out Nationally, they'll have a mass exodus on their hands.
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senoj_kram
new user
Reg'd: Sun
Posts: 1
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I have also had problems with Wanadoo and have been trying to get a MAC code for a broadband changeover from them for two weeks. When requested Wanadoo said that it would take 48 hrs. It did not arrive and when I called to chase it up they have been obstructive and not keen to give out the code. I believe that they might be ion breach opf competition rules.
When I demanded the code I heard the woman at Wanadoo mutter "wa**er" under her breath. Maybe she has a point but I really think that if she had offered the MAC code and suggested that Wanadoo could beat the competitor to whom I am considering moving then I might have stayed. When (or if?) the MAC code arrives I'll probably go elsewhere now anyway....
Has anyone else experienced problems getting MAC codes?
Edited by senoj_kram (Sun Mar 12 2006 07:12 PM)
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JimGrim
regular
Reg'd: Mon
Posts: 66
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Report them immediately to ofcom and youll get your mac code asap and ofcom which is the old oftel may fine them as well which will be a bonus.
http://www.ofcom.org.uk/
and for some reading about actual regs on this look here;
http://search.ofcom.org.uk/search/?sp-a=...p=all&Go=Go
Edited by JimGrim (Wed Mar 15 2006 12:18 AM)
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mossie
new user
Reg'd: Mon
Posts: 9
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I have to be fair here and say that for the last three weeks I've had no problems at all accessing Broadband through Wanadoo - although I'm still crossing my fingers every time. Maybe it's luck, or maybe Wanadoo are working on their LLU bugs. And someone on another thread reports good service from the Wanadoo team.
At the very least, Wanadoo have a serious problem with CRM just now. I work in customer service myself, and three golden rules are, if you have a problem ; -
1) Admit it.
2) Tell the client what you're doing to sort it out.
3) Sort it out.
Customers - generally speaking - aren't fools and patronising or insulting them is not a good idea.
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1561
new user
Reg'd: Fri
Posts: 1
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I too have had a nightmare trying to obtain a mac code from wanadoo. I originally requested my mac on the 11th of Jan and 2 weeks later and many phone calls am still waiting.
They are blaming BT for the problem, and saying that they have requested the mac from bt and the delay is with them. They have requested the mac code twice now and it should only take 48 hours but can take up to 5 days.... (so they say - but each time I talk to one of the representatives all they can suggest is reapplying for a mac - feel like I am going round in circles).
Today I have been told that there has been a backlog of mac requests and that is causing a delay.. (if they are requesting macs 2 or 3 times per individual is no wonder there is a backlog)... I suggested to their escalations team that they look into the cause of the problem rather than continue along the same route of request after request .. am currently waiting for a call back from wanadoo (sposed to have been within half an hour - is now 1.5 hours later)..
I am going to go down the route of ofcom complaint if this isnt sorted soon.
Anyone else still experiencing problems ??
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