Telephoned CS, Wednesday 28th February at 19.27, for MAC, usual stuff....why, where...
Told them I was migrating to Sky..... the reply..... "have you seen all the bad things on the forums?"
I replied that I had and had also read about the Orange and other ISPs... this was met with silence...
Eventually told I would receive MAC within 48hrs via my wanadoo email addy.
Anyway on with the post......
48hrs comes and goes..... you guessed it nothing.... waited most of the next day.... nothing.
Almost 72hrs later, 3rd March at 19:07, telephoned again..... "Sorry Sir, the computer that issues the MACs is very slow but you will receive it within the next 24hrs"
This brings us to today...... at 21:19 I telephoned again..... "on your file the operator you spoke to yesterday put the comment that, after your call on the 28th of February, the request for a MAC was not done so it was only requested yesterday and will take 48hrs to get to you"
"Hang on, yesterday I was told that the computers were running slow and I would have the MAC today. So the operator yesterday, lied to me?"
This goes on for a little while, as it does, he says he can only tell me what is on the file.....
Reminded him of the obligation to supply a MAC, new regulations and all that....
Will have to wait until tomorrow to see what happens.... but as far as my experience with OCS, I have this view....
Told them I was migrating to Sky..... the reply..... "have you seen all the bad things on the forums?"
I replied that I had and had also read about the Orange and other ISPs... this was met with silence...
This is fantastic, the nerve of agent imbecile to insinuate another ISP is bad- Glass houses and all that? Nay.....
Hopefully your MAC will come through, I've seen some others having to prise out a MAC code from them like they were trying to get blood from a stone...The new regulations for MAC issueing are still fresh, lets see in the next few weeks if Orange keep this nonsense up.
After being told a cease had been placed on my line on the 13th and phoning BT Wholesale to confirm I have made numerous calls (£100+ since being migrated to LLU and having no connection so far, as they keep telling me to call back in 24 hours), to the liars at Orange Customer Services only to be told BT were not telling me the truth and that the cease had been placed.
It turns out today that it had not in fact been placed after BT wholesale gave me a ref No to prove it had not been placed and I asked for a MAC code instead and told them they had five days to supply me with one.
Their reply was that I could not have a MAC code as my account had been closed but they would place a cease on my line on the 22nd April which will take another 10 working days to clear the tag.
I tried complaining to Ofcom but all they say is to contact Orange to sort it out, if after 20 days following the date of the cease completion date it is still not clear then they can step in.
I have also complained to the ISPA although I don't hold out much hope with them as they seem to be a trade body paid for by the ISP's themselves, don't bite the hand that feeds you springs to mind.
I am now going to have to wait till Tuesday to ring BT Wholesale yet again to see if Orange have actually placed the cease this time but they won't be getting their lovebox back until they have and as I cancelled my DD a couple of weeks ago they won't get any money either.
If the futures Orange it's going to be a very dark place!!!!!
I have had a very similar experience to that of Rob. My internet connection went down at approximately 2 p.m. on 6th of April 2007. After countless phone calls to Orange over the following 2 and a half weeks, without any progress on resolution of the problem, I decided that enough was enough and that I wanted to terminate my contract with them so that I could migrate to another ISP who would provide an internet connection. The line was "closed" on 20th of April. When I phoned BT on the 4th of May to request broadband from them, I was told that the "marker" on the line put by Orange had not been cleared. I phoned Orange the same morning, only to be told that it would take another 10 days for this to take place. I haven't had any broadband connection since the 6th of April 2007. This has caused great distress to all in the household who rely on the internet for work etc.
What I want to know is: why can't one of the monitoring agencies take any action against Orange? Orange has been getting away with foul play. Not only is it engaging in disservice to its customers, it is in the process doing great disservice to itself. It continues to act in an extremely unethical and disgraceful manner. How can this be allowed to continue? If I bought a product which turned out to be faulty (during the warranty period), I know that I could take it back to the vendor and get a refund or a replacement without any hassle. In the case of Orange, all you get is grief.
I my old Wanadoo contract ended on Feb 7th. I asked for a MAC code shortly after this so I could switch to Pipex. It took about 2 weeks to get this MAC code - in the end I had to call them and refuse to hang up until they had read the MAC code to me over the phone. When I handed it over to Pipex they said it wouldnt work because of the LLU line that Orange were using.
So I contacted Orange and was told I would have to cancel the account. This I did, and then after 30 days I called Pipex again only to be told that there was still a marker on the line. So I call Orange and they say "it will take another 10 days for this to clear". I asked why I wasnt told about this extra 10 days, but I dont think the guy on the other end of the phone actually understood what he was talking about.
Anyway, all this happened back on March 20th. Its now May 23rd and I'm STILL waiting for Orange to clear the marker. Every time I call them it seems to be the same response "oh it hasnt been done yet, i'll send another request through, it will be done in the next few days".
I have contacted Ofcom, but they say they cannot get involved. I have also tried ISPA but no response as yet.
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