Feeds

Faults system blamed for Wanadoo LLU woes

Your fault, their fault, the fault system's fault...

Boost IT visibility and business value

Wanadoo UK's faults system is being blamed for leaving some of its customers without broadband for weeks on end. The ISP is currently moving thousands of users to its local loop unbundling (LLU) network, but it admits some migrations are not going ahead as planned.

As a result, Wanadoo customers report being left without broadband for weeks on end with the ISP's customer support services failing to provide any meaningful help.

Now, sources have told El Reg that the problem is due to Wanadoo's fault diagnosis system, which is supposed to keep track of problems when cutomers are moved to the new LLU network. Insiders say software errors are causing customer reports to get "stuck" in the system.

The problem is made worse because these faults are piling up, making a massive backlog that Wanadoo is struggling to clear. Some customers have complained they have been without broadband for almost three months while still paying for the service.

When asked to comment, a spokeswoman for Wanadoo dodged questions about the ISP's faults system. Instead she told us: "As we have said before, LLU is a very complex technology and a number of things can go wrong - so if a very large number of customers are being migrated, a very few might experience problems. The fact remains that the very vast majority of Wanadoo LLU customers have not had any issues at all."

Despite Wanadoo's spin, this has failed to prevent punters from taking direct action to air their grievances. Last week, Kevin Ellis from London launched an online forum - Wanadoo Problems - to highlight the plight of broadband users left in the dark by the ISP. Kevin has been without broadband now for eight weeks and has spent around £35 on calls to Wanadoo's helpline trying and get his broadband reactivated.

"I despair with them," he told us. "I've been told one thing and then another. They're not helping customers in the slightest. It's cost me a fortune in calls to support." ®

Seven Steps to Software Security

More from The Register

next story
Major problems beset UK ISP filth filters: But it's OK, nobody uses them
It's almost as though pr0n was actually rather popular
Google Nest, ARM, Samsung pull out Thread to strangle ZigBee
But there's a flaw in Google's IP-based IoT system
Orange spent weekend spamming customers with TXTs
Zero, not infinity, is the Magic Number customers want
US freemium mobile network eyes up Europe
FreedomPop touts 'free' calls, texts and data
Apple orders huge MOUNTAIN of 80 MILLION 'Air' iPhone 6s
Bigger, harder trouser bulges foretold for fanbois
'Two-speed internet' storm turns FCC.gov into zero-speed website
Deadline for comments on net neutrality shake-up extended to Friday
Oh girl, you jus' didn't: Level 3 slaps Verizon in Netflix throttle blowup
Just hook us up to more 10Gbps ports, backbone biz yells in tit-for-tat spat
Want to beat Verizon's slow Netflix? Get a VPN
Exec finds stream speed climbs when smuggled out
prev story

Whitepapers

Seven Steps to Software Security
Seven practical steps you can begin to take today to secure your applications and prevent the damages a successful cyber-attack can cause.
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.
Designing a Defense for Mobile Applications
Learn about the various considerations for defending mobile applications - from the application architecture itself to the myriad testing technologies.
Build a business case: developing custom apps
Learn how to maximize the value of custom applications by accelerating and simplifying their development.
Consolidation: the foundation for IT and business transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.