After months of poor service and slow connection speeds i decided that enough was enough and chose to leave Orange.
I contacted customer services and got a MAC code no problem then looked for a new ISP to go with.
In the end i chose BT as they are a long established company and (so i thought) were reliable.
Upon signing up with them, i handed over the MAC code and was told a connection date of one week...
A week later and my home hub arrived as promised and i got a call later in the day telling me that that i had been succesfully connected, great!
This is when the troubles started...
Connected the box, no problem, waited for the correct lights to come on before installing the software, hmm why hasn't the internet light come on?
Ok so it tells me in the start up guide to leave it in an hour so BT can check the line or something, so an hour passes and still nothing. Maybe just give it another hour then... Still nothing... Ok im getting concerned now.
I rang BT and after being left on hold for what seemed an AEON, im told to give it another couple of hours, which i did and still nothing. I ring back and a generous adviser takes me through her trouble shooting guide, TIL ITS EXHAUSTED, and she doesn't know what else to do. Hmm something fishy going on here... I thought i'd try putting my old livebox back in to see if anything happened and low and behold, im still connected with Orange. I ring Orange and they confirm im still connected.
That was over two weeks ago, and many countless phone calls to BT explaining that my connection to Orange is still active, i still cant get rid of them. I really am at the end of my tether. Is it the fault of Orange or BT?
I dont want to just cancel my Orange account in the fear that the BT account wont activate, and a spell of down time. After all isn't that what a MAC code is for anyway?
Can someone tell me what i can do about this please because i've run out of patience...
I dont want to just cancel my Orange account in the fear that the BT account wont activate, and a spell of down time.
Thx
If you cancel your account then it will trigger a cease order which will probably create more problems. Orange can only cancel your account once BT have advised them that the migration has taken place.
This is one of the main points of the new ofcom MAC process. When things go wrong with a migration the option to recover to your previous ISP must be available so that you do not lose service whilst the problem is sorted out.
It seems that as pointed out by the previous poster that BT are at fault here. You really need to go back to BT and advise them that the line is still active with Orange. From that they will hopefully sort things out.
There are a couple of things to bear in mind here and check with BT/Orange.
Firstly which company is down as the current provider of your line. If it's Orange then BT haven't done the migration correctly.
Next I presume your account with Orange is still open, as they've not got the confirmation back it's been transferred, it also means your username and password will still work.
I'd say this is down to BT as it's BT Wholesale who transfer the service at request of the new ISP and the previous ISP has little to do with the change.
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