we first got as it was back then Wanadoo almost a year ago; although others had problems with wanadoo we never did and we were pretty happy with them. The only issue I had with wanadoo is they said one day we'd be able to get 8Mb when the local exchange does not support it and doesn't look like they ever will. We are meant to be on 2mb; but we are often on 200kbps. Then the day Orange took over the connection dropped for about 12 hours and it was the first time of many. Lately it has been worse however; in January it went off for a week and this month it has been off for Three weeks; it came back on yesterday (which I think is due to the problem rectifying itself and NOT Orange as they are useless) but then went off again for a further twelve hours when my husband needed to revise, using online resources. Technical support are appalling and have no clue what they are talking about; we found if you phoned super early then you get through to a call centre in the north of England somewhere but not only are they as useless as the Indian call centre; they tell you a bunch of lies too. One advisor had the cheek to tell us it is because we were previously on wanadoo and if we switched over to the 'proper' orange service (necessitating a new contract of course) everything would be hunky dory; well this forum clearly shows this is all just a lie. As for the line tests we have been told a line test has been ordered or performed no fewer than six times; then the next advisor will tell us actually no it wasn't; then the next one won't have a clue. This is after we have to convince them we are not complete idiots and yes our livebox is plugged in and switched on and yes our service was activated nearly a year ago! They have also promised to call us back on numerous occasions and haven't. Since our contract runs out in almost exactly a month we are going to just cancel; any advice on the best way to go about this legally and so on? From past experience I know Orange can be quite vindictive when it comes to their mobile phone services, ie continuing to take direct debits after cancellation or claiming you owe them money; and I don't want us to get tricked in any way or have problems switching over to a new service. All the services in this area are not the best but they are certainly better than Orange!
If you cancel and wan't to go to another provider you will lose service for what could be upto Three weeks. Upto 10 days to remove existing tag on line followed by upto 10 days for new service to be activated.
If you intend going to another provider request a MAC code. Orange are legally obliged to provide this with 5 working days. Once you get your MAC code pass it to the new provider who should then advise Orange when the service has been migrated. You should lose service for no more than 2 hours. If you cancel they will issue a cease order to BT. Once they do this they will not provide you with a MAC
If you are on LLU as opposed to ADSLMax then the above may not apply.
thanks how will I know if I am on LLU or not? I'd prefer if at all possible NOT to call Orange ever again; since they don't even know their own system and I find their website confusing and hard to navigate. So if it is possible to find out a MAC code AND if we are on an LLU by an alternative method please let me kno. If in the end we do have to wait some time before having a new service then it wouldn't make too much of a difference as Orange have denied us of a service for almost 28 days over the past month and a bit anyway; we don't live near a library or cyber cafe so Orange have really left us up poo creek without a paddle.
You can either get a MAC code (Orange and all ISP s have to provide one by law now) and use this to move to a real ISP.
Orange will probably tell you when you ring that the MAC is no good as it is on an LLU exchange.
Don't worry - many ISP accept MACS from LLU including Sky, IDnet.
I'm with Idnet and can recommend them 100% - 6 months now.
The other option is to simply cancel your account and wait for your line to be cleared - 10 working days. After this you are free to go to any other ISP.
If Orange mess you about then contact ISPA and OFCOM to get tem to force Orange to release your line.
Hope you get sorted but whatever you do my advice is to leave Orange ASAP. They are an absolute lying, robbing, incompetent, non-caring disgrace.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
They will try and tell you that ISP's don't accept LLU MACs ignore it just say you want your MAC code ASAP there are plenty of ISP's who accept LLU MAC codes with 1 month contracts too try looking at Thinkbroadband forums where all the ISP's have their own forums and DSL ZoneUK ISP ratings .
Good Luck
_________________ ex Freeserve/Wanadoo/Orange Blog
Joined: 10 Mar 2007Posts: 20Location: Hertfordshire
Futures_Dull wrote:
sophster wrote:
Hi
I just found out we are on LLU for Orange so what happens now? What is the best method of cancellation considering?
Sophie
the only method of cancelling/getting MAC code is by contacing them and ask to be put through to the cancellations team
Hi there,
I have a Livebox connection (not) foolishly I upgraded on the free offer for up to 8 meg.
I have 2 laptops connected on wireless via the livebox, ever since we got the livebox it has lost connections on a daily basis sometimes 2 or 3 times but most often a lot more than this, today it has been connecting for 2 minutes and then diconnecting I have finally had enough of Orange so I decided to cancel my account.
When I spoke to customer Services I told them I wanted to cancel my account, I asked for a MAC but as I have read on this forum I was informed that I would have to pay up the remaining months on my contract (7months)
What I would like to know is do I have to pay this money before Orange will give me the MAC? I am unclear what I have read so far on the forum, I want to switch to another ISP so what do I tell Orange, I have read on here that the law changed on 14th February that your ISP must provide a MAC but I am unclear DO I HAVE TO PAY UP on my contract before Orange will give me the MAC, PLEASE HELP.
I don't know for certain but as MAC's aren't always used I wouldn't expect them to request the payment immediately.
I think what happens a lot in these sorts of situations is that once told about the remaining contract to pay off people dispute that and don't actually push for getting the MAC. In that way it makes it seem like it's being refused when it's just the conversation gets drawn onto the payment topic and they don't end up really making the request.
I think what happens a lot in these sorts of situations is that once told about the remaining contract to pay off people dispute that and don't actually push for getting the MAC. In that way it makes it seem like it's being refused when it's just the conversation gets drawn onto the payment topic and they don't end up really making the request.
If Orange were to follow the new regulations in the spirit of the law then they should provide the MAC without any reference to outstanding contracts.
Where they choose not to do this then they should not use any outstanding contractural obligations as a means to putting people off being issued with a MAC.
Orange have already had one compliance notice served on them for failing to publicise a MAC process on their website as required by law. Having now done that it still fails to comply with the information required under the new regs and I understand they are about to get a further compliance order to rectify this mis-demeanour.
Orange need to start playing by the rules across the board and not when it just suits them.
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They have also promised to call us back on numerous occasions and haven't. Since our contract runs out in almost exactly a month we are going to just cancel; any advice on the best way to go about this legally and so on? From past experience I know 
