MAC still not recieved by 21:00 by Monday 26th March
I called on Thursday 22nd March to check it had been ordered (after 48 hours)
Current Status is still 'Ordered'
As they have failed to provide me with the code within 5 working days am I correct in thinking they are in breach of the regulations set by Ofcom regarding the issuing of MAC codes?
Any advice on how to pursue and escalate this matter would be appreciated
Yes, they have breached ofcom regulations. I would do 2 things:
1. Phone Ofcom. You will get the number from their website. When connected ask to speak to an officer. Explain to whoever you are put throgh to that Orange have failed to provide you with a MAC as required under General Condition 22 of the Communications Act 2003 and that you want some action. Be assertive but not aggressive otherwise you may be fobbed off. Insist on action against Orange and they officer will probably raise a complint directly against Orange. If that happens, then rest assured you will get your MAC in quick succession.
2. Goto www.ispa.org.uk and log complaint giving full details. Insist in the complaint that it is escalated to Oranges Head Office.
The excuse from Orange that your MAC is still at the 'Ordered' status after 8 days is pitiful. If you are on ADSL then all they need to do is phone BT direct and get the number over the phone and then email you the details. If they are having difficulty getting a MAC from BT then they should raise a non compliance against BT with ofcom. Should be done and dusted within the hour. If your on LLU then again no excuses.
I have acted on both bits of advice you gave by phoning Ofcom and submitting a complaint on ISPA
Ofcom have filed a complaint against Orange and I have also asked them to put down on record about Orange restricting my bandwidth during peak times
Lets hope some good comes of it.
Guy at Ofcom said though they can only take legal action after they get a certain number of similar complaints so if you have had similar problems please make Ofcom aware of your situation so we can ensure Orange get what they deserve!
Guy at Ofcom said though they can only take legal action after they get a certain number of similar complaints[/color]
I do not think that correct. Its like telling someone that they can only get done for speeding if they repeatedly get caught for speeding. The problem with some of the advisors at ofcom is that they are not aware of the recent changes in the regulations which are a legal requirement. Got exactly the same answer when I phoned them. Reminded the guy that this was a non compl;ince of the Communications Act and that Orange were breaking the law. He went away and checked with his manager who advised raisng a non compliance report against Orange.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
With regards to MAC keys, I also requested a MAC for one of my broadband accounts from Orange. They promised (as per the new rules) to have it emailed to me within 5 days.
Well, 4 working days had past and I was a little anxious so I decided to phone Orange Customer Support (!). The CS agent kindly gave me the MAC that had been generated. BUT... now over two weeks later, I have still not receieved the email which was promised... The agent assured me that even though I had phoned them to chase up the MAC key, I would still receieve it via email... So, the moral of the story...
I would suggest that if you have not receieved your MAC (migration authorisation code) by the 4th working day after requesting it, phone customer support and ask them for it - they should have it on their system if it has been requested!
P.S. - please see comment below regarding Napier University student! She needs your help!!! And it will take you no longer than 5 minutes (honest - I did it!!!)
i was refused a MAC not once but TWICE by these Morons.....strangely enough they have no record of my requests although they DO have a record of me cancelling my account (only way out of their pitiful service) they told me they couldnt provide a MAC as i was under contract lol...... SO?
Im escalating my problem for a THIRD time now to ISPA who will then contact me directly. Orange have to provide a reference number for CISAS arbitration. They get 5 days to do this ... so lets see how long it takes them.
Hopefully Orange will decide to stop these ridiculous payment requests from me once they get this request from CISAS...
they are becoming a total embarassment to themselves expecting people to actually pay them for something that doesnt work and more importantly ........something they CANNOT fix !
You would now be better off complaining to ISPA for a second time...tell them if you dont have the MAC within 24 hours you want them Sued. THAT will DEFINITELY hurry Orange up !
Tell Orange that breaking the law is a very serious offence !
I also suggest you put everything into writing to Orange.
I phoned on the 27/28/29/30th and was told it would be sent to me via email on either Monday 2nd or Tuesday 3rd April.
When I phoned them this morning I was told that the request wasn't put through by their team until the 30th, and my MAC code wouldn't be with me until Thursday 5th. I insisted that they were in breach of Ofcom regulations, but this cut no mustard. I asked to be put through to the MAC code team, and they refused.
I told the person that to get a MAC code takes about 5 minutes, and if they valued my custom over the last x amount of years they could get it for me today. The operative said they can't do that, but then said they don't know how MAC code requests work.
What a bunch of contemptuous c***s. The sooner I am rid of the embarrassment to the modern age known as Orange the better.
Then I filed an online complaint to ISPA and phoned Ofcom to complain verbally this morning. No email yet from either organisation. However, when I filled out the Orange online form about the fact my MAC is late I got this crap back:-
Unfortunately we can not process an order for a MAC code over e-mail
correspondence due to company policy and security reasons. To get a MAC
code request processed we require you to contact our Customer Support
department on the number provided at the end of the e-mail.
We apologise for any inconvienience this has caused.
If you have any further queries then please do not hesitate to get in
contact with us again.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Well word is definately getting around about Oranges reputation and disgraceful TS and CS on most forums look at this one HERE and scroll down they have even managed to be Tiscali to bottom of the main ISP's ratings list which is something lol click on comments and read what Orange customers have put .
_________________ ex Freeserve/Wanadoo/Orange Blog
Well as ive been saying for quite a number of weeks now ........
GET OUT WHILE YOU CAN before the ship sinks !
They dont deserve ANY business the way they treat customers.
TS and CS are a TOTAL waste of time. They do NOTHING to help their existing customers and just reel in unsuspecting people with false advertisements and promises they KNOW they cannot keep!
Trading Standards need to SERIOUSLY look at this company
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