Wanadoo sorry for FTP problems

Wanadoo has apologised after some of its customers have been unable to transfer files on to their personal web pages for more than a week.

Each time a new or existing customer logs into Wanadoo via FTP (File Tranfser Protocol) they are automatically allocated an IP address, which changes each time you log in.

But a new range of IP addresses, recently added by Wanadoo, are not recognised by the ISP's servers.

A Wanadoo spokesman said: "As we add additional capacity for new customers, new IP ranges are added that can be allocated each time people log in. Unfortunately we are experiencing a delay in getting those new IP addresses added to the system and this is why users are having problems connecting to FTP My Site as the IP address they are being allocated is not being recognised."

"We apologise to users for this inconvenience and we are working hard to rectify the problem and have implemented a process now to clear this delay as quickly as possible."

But besides the inability to update their site, customers have also complained about the lack of help and information from Wanadoo about the problems.

One Web User reader said: “Contacting Wanadoo and attempting to get useful information out of them has been frustrating, time consuming, expensive and ultimately futile.”

Wanadoo has now posted a message on the Site Builder log-in page, stating: “We are aware that some members are unable to connect to our FTP Servers using their Wanadoo connection. We apologise for the inconvenience and assure you that we are working to resolve this issue as quickly as possible."