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clairewoffenden
Editor
Reg'd: Tue
Posts: 632
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To address the problems many of you have had with Wanadoo's FTP My Site, Mick Cooper from Wanadoo Tech Support will be logged onto the Web User Forums on Thursday 3 June, from 10.30am - 12pm.
If you could post specific questions here, Mick will address these directly on Thursday.
Mick will ONLY be able to answer questions concerning difficulties connecting to FTP My Site - any other questions or concerns should be sent to Wanadoo via the usual feedback channels (full details available on our Help Channel - www.wanadoo.co.uk/help )
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m4rk
regular
Reg'd: Sat
Posts: 553
Loc: Austria
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Welcome to the forum Mick,
Here are my questions:
1 When will the FTP problem be fixed and why is it taking so long ?
2 In simple terms, what went wrong and could it have been forseen ?
3 Customer support were slow to recognise that there was a problem. Many people spent a a lot of time, effort and expense, myself included, in trying to understand if it was their problem or Wanadoo's. Why did it take so long for Wanadoo to publicly recognise that there was a problem ?
4 Does Wanadoo agree it could have handled the problem better and if so will Wanadoo take action to improve its service, in particluar customer support ?
Thanks,
m4rk
You can, if you like, contact me directly via my guestbook at :
www.markandlinda.co.uk
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greysts
regular
Reg'd: Thu
Posts: 17974
Loc: Colchester
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I now have 2 websites with your company, one with Freeserve in the address and the other with Wanadoo. I have an email confimation from you that both sites have been set up. However, whenever I try to use BlazeFTP to connect I get a message telling me that I need to be a Wanadoo member to use this service. If I'm not a member how the hell did I get a webspace in the first place?
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andy_f
new user
Reg'd: Tue
Posts: 7
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I'm guessing at this, but I expect why there has been so few questions posted is because Mark has pretty much covered them!
However, I am going to voice my opinion anyway, generally to show some support and to prove there isn't just one disgruntled customer out there.
Quite frankly the customer support is poor. There is a definite case of "the left hand doesn't know what the right hand is doing" and I strongly believe there is poor communication between levels. Staff were blatently unaware of the problem for a long time, as is clear though messages on this forum and others. Why was this? Is there no two-way feedback at Wanadoo? Does the tech support get to talk to anyone to report problems that lie at the feet of Wanadoo? Is tech support just geared to fixing customer problems and not Wanadoo's?
When access to update our websites was denied nearly 6 weeks ago on Monday April 26th, why it not publicly announced via email etc, and also published on the FTP mysite page that we could not access our sites until three days later on the Wednesday? I tried everything to find out what the problem was by navigating through the freeserve site. It was only when I accidently clicked on "register" that I was told that I could not register or update my site because of essential server maintenance. Even then, it was only on the Saturday that I could access my website to update it, and that was via the online FTP, rather than terrapin. Although this lack of access was a minor irk for me, I imagine it was major headache for businesses who wanted to make important updates. Could Wanadoo spare some courtesy and warn us all in future if it is going to prevent us accessing our websites?
And finally:
Can you justify what is essentially a premium rate helpline for what is not a premium rate service?
Regards
Andy
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clairewoffenden
Editor
Reg'd: Tue
Posts: 632
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Good Morning,
Just to introduce Mick Cooper from Wanadoo Tech Support on to the site. He will be logged onto the Web User Forums as "Wanadoo_Tech".
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RSoul
new user
Reg'd: Sat
Posts: 7
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That nail must have a sore head after being hit so thouroughly.
My questions are the same as from m4rk and andy_f.
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boris
new user
Reg'd: Sat
Posts: 11
Loc: Gloucestershire
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I too didn't really know what more to add as Mark had covered all my complaints so clearly. However I have just had my first monthly broadband bill from Wanadoo at the full price, and I think at 27.99 per month I should be getting what I am paying for. So my only real question is how long is it going to take to fix this. Are we talking days or months. I find it hard to believe that there is no compensation when the webspace is a stated service, and was one of the reasons I chose them in the first place.
www.juliewells.co.uk
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Wanadoo_Tech
Wanadoo support staff
Reg'd: Tue
Posts: 5
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Good Morning All
Here are some answers to your questions:
1 When will the FTP problem be fixed and why is it taking so long?
There are several third party suppliers involved, across several countries, who we are working with to identify the exact fault and remedy it as quickly as possible.
2 In simple terms, what went wrong and could it have been foreseen?
As the problem is a complex one, there is unfortunately no easy way to put this into simple terms. What originally appeared to be a fault with new IP ranges being added masked additional faults and we are working as quickly as possible to get all the problems identified and corrected. We do not believe we could have anticipated that the extensive changes made during our rebrand would affect the system in as drastic a manner as is now proving to be the case.
3 Customer support were slow to recognize that there was a problem. Many people spent a lot of time, effort and expense, myself included, in trying to understand if it was their problem or Wanadoo's. Why did it take so long for Wanadoo to publicly recognize that there was a problem?
All customer complaints are investigated to determine whether the fault is occurring on the user end, with the network, or with Wanadoo – those that are a fault with us are flagged for immediate action to identify and rectify the problem. When it becomes apparent that there is a fault affecting a large number of Wanadoo users, we will post notices and advice on the Portal - in this case, notices went up on the Site Builder pages the week of May 17th.
4 Does Wanadoo agree it could have handled the problem better and if so will Wanadoo take action to improve its service, in particular customer support?
We are always looking to improve our service to customers, and value all customer feedback. All comments will be taken into account in our ongoing efforts to improve our processes and planning, and also used to brief our customer support agents.
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Wanadoo_Tech
Wanadoo support staff
Reg'd: Tue
Posts: 5
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This is an answer to "greysts" question:
If you send an email to : support.mysite@uk.wanadoo.com this will send you an FAQ which should hopefully answer most of your questions.
If not all are answered then there will be another email address at the bottom of the FAQ which you can mail all your details to and one of our agents will endeavour to solve whatever problem you are experiencing.
Mick
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clairewoffenden
Editor
Reg'd: Tue
Posts: 632
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Could you explain how the "extensive changes made during our rebrand would affect the system"? What has been the problem since the change from Freeserve to Wanadoo?
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boris
new user
Reg'd: Sat
Posts: 11
Loc: Gloucestershire
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With respect I don't really feel any better informed. We still have no real idea when this will be sorted, and despite the fact that this is Wanadoos fault, there is still no 'sorry'. So I will go back to trying to update my 70 page site using the Sitebuilder page. Lets just hope I don't have to change all the pages at once.
www.juliewells.co.uk
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m4rk
regular
Reg'd: Sat
Posts: 553
Loc: Austria
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Mick,
People using your webspaces and have businesses to run and also have customers of their own. It is still not clear how long it wil take for Wanadoo and its partners to fix this problem; are we talking weeks or months, years ??. There have been promises in the past of the problem being fixed in days which have come and gone. A reasonable estimate of the time by which you expect the problem to be fixed would ease the frustration. People could then either find a work around or get on with their businesses without chasing Wanadoo and upsetting their own clients. I know it is bit like how long is piece of string but you, I assume, know what resources are being utilised in fixing it and how bad the problem is.
m4rk
You can, if you like, contact me directly via my guestbook at :
www.markandlinda.co.uk
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m4rk
regular
Reg'd: Sat
Posts: 553
Loc: Austria
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Mick,
You said a notice went up on the sitebuilder page acknowledging a problem on the 17th of May. My first post here was on the 3rd of May, two weeks earlier. I had already spent many frustrating days urgently trying to update my site and contacting Wanadoo.  Do you think 3 weeks is a quick response to a major problem ?
m4rk
You can, if you like, contact me directly via my guestbook at :
www.markandlinda.co.uk
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Wanadoo_Tech
Wanadoo support staff
Reg'd: Tue
Posts: 5
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Claire
Extensive changes were made to all Portal pages, tools, services, and access products - everything from CDs to packaging had to be rebranded, and in the case of our Portal tools this included coded references to "Freeserve" as well as cosmetic rebranding, a massive undertaking which may have affected in some way the FTP tool - at present we are still working to identify the exact fault and correct it as soon as possible.
Mick
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Wanadoo_Tech
Wanadoo support staff
Reg'd: Tue
Posts: 5
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m4rk
We are working with our third party suppliers to remedy this as quickly as possible - we can't give you an exact date but are hoping to have it resolved in a matter of weeks. As soon as we do have an exact date, you will be the first to know - we will alert all Sitebuilder users.
Mick
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Wanadoo_Tech
Wanadoo support staff
Reg'd: Tue
Posts: 5
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Hi
Ihope some of your questions have been answered today and below is some useful info for contact purposes:
Wanadoo provides a Customer Help Line with simple pre-recorded answers for the most common email and connection-related problems that is charged at local rates - this is available on 0845 330 7124. Lines are open 24 hours a day, seven days a week.
For more specific technical questions our Technical Support Line is available, with calls charged at 50p/minute. We also offer an extensive online help facility which is free to use - www.wanadoo.co.uk/help
Thanks
Mick
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m4rk
regular
Reg'd: Sat
Posts: 553
Loc: Austria
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Mick,
Thanks, Wasn't too bad for you was it 
As expected I didn't get direct answers to direct questions. but at least you turned up. Thanks again to Claire for organising this tete a tete
m4rk
You can, if you like, contact me directly via my guestbook at :
www.markandlinda.co.uk
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m4rk
regular
Reg'd: Sat
Posts: 553
Loc: Austria
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Mick,
If you fancy a re-visit for a chat just pop by. It seems we will still be here twiddling thumbs for a few weeks yet.
m4rk
You can, if you like, contact me directly via my guestbook at :
www.markandlinda.co.uk
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boris
new user
Reg'd: Sat
Posts: 11
Loc: Gloucestershire
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Thanks Claire for getting Wanadoo to appear, a shame but no real surprise that they couldn't give us anything more positive to go on.
www.juliewells.co.uk
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greysts
regular
Reg'd: Thu
Posts: 17974
Loc: Colchester
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Claire
Thanks for trying but all we got was platitudes and hopeful phrases. Basically, the reorganisation and re-branding wasn't properly planned or thoroughly tested. In the rush by the marketeers to make sure everybody knew that Wanadoo was in charge and Freeserve was dead, the technical resource was insufficient to deal with the changeover. I don't know the full story but every Directory Name Server in the world would have needed changing to recognise that the link between a name and it's IP address was now different. It's hardly surprising that it didn't work first time.
I don't have a burning need to use Wanadoo's services so their inefficiencies won't affect me but an apology and and offer to reduce the monthly fee for a while might have been nice. As it is, thank you for getting someone from Wanadoo to talk to the users. At least one computer magazine had the right idea - did any others pick up on the story?
Spencer
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