Feeds

Wanadoo punter still without broadband

Other users victim of LLU migration too

Boost IT visibility and business value

A Wanadoo UK customer who has been left without broadband for more than seven weeks after his line was migrated to LLU has now complained to industry trade group ISPA.

The Manchester man (name withheld) was told he was being shunted to Wanadoo's local loop unbundling (LLU) platform in January. Ever since then, though, his broadband connection has been dead and the ISP has failed to stay in touch.

And despite promises by Wanadoo that the France Telecom-owned ISP is "fully equipped to deal with these [problems] and is working closely with BT Openreach to resolve any problems as soon as they are brought to our attention" he is still without broadband.

"Thought I would give you an update on the on going saga with Wanadoo," he told us. "Well, it's been seven weeks and a day and still no connection. Wanadoo again promised to call me back last Friday but still nothing. I have now contacted the ISPA with my complaint. I will see what happens."

Indeed, since El Reg first ran this story we've received a dozen or so emails pretty much saying the same thing. Such as this one: "My service fell over at the end of January as Wanadoo attempted LLU upgrade. Since then, I've made at least at least 40 calls and been on the phone for at least 20 hours being given conflicting stories by Wanadoo support, and having to constantly re-explain the issues to a huge variety of techies."

And this one: "Since Wanadoo tried to upgrade me to LLU in London in January I have received intermittent service. Promises made by tech support to call back have failed and vague promises of compensation have not materialised. Wanadoo has written to me to assure me that my problems have been escalated, yet there is no progress on diagnosing or solving the issues. There have been several failed call backs."

And this one: "My line got upgraded in mid December, from when I have had intermittent connection issues. Then over the past week I have had no service at all. I finally managed to get a line test from Wanadoo this week, and lo and behold there's a problem at the exchange."

Asked to comment, a spokeswoman for Wanadoo told us: "LLU is a new and complex technology and in common with other operators, we know that from time to time some faults will arise. We have already successfully migrated tens of thousands of customers to the new Wanadoo network and only a very small number of customers have experienced any problems.

"We deal with each case on an individual basis and therefore can not give you any further information to do with timing, but of course we are working to resolve any problems as quickly as we can," she said. ®

The Essential Guide to IT Transformation

More from The Register

next story
Scotland's BIG question: Will independence cost me my broadband?
They can take our lives, but they'll never take our SPECTRUM
Bring back error correction, say Danish 'net boffins
We don't need no steenkin' TCP/IP retransmission and the congestion it causes
Auntie remains MYSTIFIED by that weekend BBC iPlayer and website outage
Still doing 'forensics' on the caching layer – Beeb digi wonk
NBN Co adds apartments to FTTP rollout
Commercial trial locations to go live in September
Samsung Z Tizen OS mobe is post-phoned – this time for good?
Russian launch for Sammy's non-droid knocked back
Telstra to KILL 2G network by end of 2016
GSM now stands for Grave-Seeking-Mobile network
Seeking LTE expert to insert small cells into BT customers' places
Is this the first step to a FON-a-like 4G network?
What FTC lawsuit? T-Mobile US touts 10GB, $100 family-of-4 plan
Folks 'could use that money for more important things' says CEO Legere
prev story

Whitepapers

Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
The Essential Guide to IT Transformation
ServiceNow discusses three IT transformations that can help CIO's automate IT services to transform IT and the enterprise.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
How modern custom applications can spur business growth
Learn how to create, deploy and manage custom applications without consuming or expanding the need for scarce, expensive IT resources.
Build a business case: developing custom apps
Learn how to maximize the value of custom applications by accelerating and simplifying their development.