congratulations Pocket mate ... Good Luck with your new ISP, i dont think you will need the luck you needed at Orange though lol... people dont need luck if they use Orange they need miracles!
Cheers guys, I do keep reading the email (even though they gave it over the phone) especially the line about leaving. WTF do they expect when they provide anti-broadband?
Hello David,
Thanks for getting in touch with us.
I'm sorry to hear that you're thinking of leaving us. As requested here
is your Migration Authorisation Code (MAC).
***********/*****
This code will expire on the 4 May 2007.
If you have any further queries then please do not hesitate to get in
contact with us again.
Well I spoke to a really nice lady from the tyne tees call centre area.
Guess what!?!?
No record now of me requesting a MAC or it being authorised, though they do still have on record the fact I phoned up asking where it is (they obviously forgot to delete that one lol)
Really poor service, the lady advised me to call Orange 150 from my mobile and demand to be put thru to technical support in tyne tees.
Will do this first and let you all know what the outcome is!
SUE the b****rds !! they refused me a MAC twice which is why im still fighting them about cancellation....... their service is far worse than Shocking and needs to be addressed by the bodies who control this service.
Come on ISPA and OFCOM sort these idiots out!
If they continue to ignore MAC requests when do they get fined?
These are the main reason's why MAC's aren't received on time:
1. Human error - account logged correctly but someone makes a mistake when they click the button to put the code through, and it doesn't go through to the Ops team. Given a high call volume, as anyone can appreciate, it happens.
2. System problems - some MAC key requests fail due to systemic failures / line problems
3. Line already ceased for broadband so a MAC code cannot be generated.
4. There is already a cease issued in the line for broadband meaning a MAC can't be generated.
If a code has been generated but hasn't been emailed correctly, a staff member can read it out over the phone when you call back. If this isn't possible, the request has failed or hasn't been put through by the particular member of staff that you were speaking to. All staff are monitored regularly. If this has happened, it will be picked up on.
Regarding the person who said they had been refused a MAC code: no-one can refuse you a MAC code, as you are probably aware. Company staff are perfectly within their rights to attempt to dissuade you from leaving but they have to issue you a code unless it is not possible (i.e. line is ceased, being ceased, or is in the process of being provisioned i.e. migrated to LLU).
With regards to LLU MAC codes, Orange workers did initially explain to customers how a number of providers aren't able to accept LLU MACs. This wasn't a refusal to issue a code but an explanation of the only effective method of cancellation for moving to a particular provider. However, it has been portrayed more as a refusal. Consequently, now codes are issued regardless of whether alternative providers will accept them without explanation.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Human error? when i migrated from Orange to IDNet they said no MAC code has ever worked from Orange cos they are all invalid i was lucky mine did IDNet was gobsmacked but many after me was continuously invalid it all cant have been down to human error surely?
Most of your claims are invalid just like the MAC codes Orange give out check out these and other forums properly.
Many customers have been refused a MAC code from Orange even from the 14th of feb once again read these forums properly.
Most ISP's now accept LLU MAC codes so that excuse is also invalid.
_________________ ex Freeserve/Wanadoo/Orange Blog
Human error? when i migrated from Orange to IDNet they said no MAC code has ever worked from Orange cos they are all invalid i was lucky mine did IDNet was gobsmacked but many after me was continuously invalid it all cant have been down to human error surely?
Most of your claims are invalid just like the MAC codes Orange give out check out these and other forums properly.
Many customers have been refused a MAC code from Orange even from the 14th of feb once again read these forums properly.
Most ISP's now accept LLU MAC codes so that excuse is also invalid.
I'm basing what I'm saying from my experience working at Orange issuing MAC codes. When I said human error, I was referring to people who haven't received a MAC code. Any MAC code issued is either an IPStream MAC or an LLU MAC, because these are the only networks Orange issue MACs from. There are rarely problems with IPStream (BBIP) MACs that I have come across (n.b. it's rare that I recall customers calling back whose BBIP MAC hasn't gone though, unless the new provider hasn't used it by it's expiry date, i.e. Talk Talk). There are still a lot of mainstram providers (i.e. BT, Tiscali, Orange (yes, Orange), Talk Talk, Pipex etc.) that don't accept LLU MAC's.
No MAC has worked with IDNet till yours? lol, ok. Not trying to have a go at anyone who's had problems by the way. If you have then I can understand why you'd be pi**ed off - I would be! Hope you appreciate I'm only trying to help by explaining the reasons that I've come across through work, to allow people to understand better why they might have had the problems that they have had (whether it's Orange's / individual CSA's fault / the new providers fault i.e. expired MAC's or not)!.
Last edited by Xpander on Sun Apr 08, 2007 11:20 am; edited 1 time in total
Well i wasn't making it up why would i want to? if you do a search on this forum you will see about invalid MACs from Orange, perhaps the MACOrange gave me was only genuine because i had to go to the ISPA to get it off them in the first place.
I know you are trying to help which is good as not a lot of Orange agents do their CS and TS is renown for being appalling.
Thanks for your reply
Regards
_________________ ex Freeserve/Wanadoo/Orange Blog
As you say Human error and System problems are enevitable and going to occur from time to time resulting in some not getting a MAC in a timely fashion. However, from reading comments made on this website it just appears to happen all to often. The other point (4) about a cease already being issued for a broadband line as a reason for not issueing a MAC is not valid. Here's what the ofcom regs say in respect of this:
Cease requests and notice to terminate a Broadband Service
A1.14 The Communications Provider shall, when issuing a MAC, confirm to the End-User that any previous termination by the End-User has been revoked, and shall ensure that any current or pending termination actions are cancelled.
The way I read A1.14 is that a request for a MAC invokes a responsibilty upon the provider to ensure any pending actions are revoked.
Quote:
There are still a lot of mainstram providers (i.e. BT, Tiscali, Orange (yes, Orange), Talk Talk, Pipex etc.) that don't accept LLU MAC's.
I don't think you are right in including BT amongst those who will not accept a LLU MAC. Infact, none of those you mention or any ISP should be refusing to accept an LLU MAC where the customer is migrating to IPStream. To do so is against the ofcom regs as follows:
Other process developments
3.26 On 22 November 2006 BT announced the launch of a new process called “provide with MAC” which will support “reverse” migrations from SMPF to IPStream/DataStream. BT has stated that “provide with MAC” will be available to all customers to use from 21 December 2006.
3.28 As set out in paragraph 5.41, General Condition 22 will require broadband service providers (and wholesale broadband providers) to use the MAC process for migrations from SMPF to IPStream and DataStream once “provide with MAC” is fully available.
Clearly a process agreed between ofcom and BT and made part of the new MAC regs so it would indeed be strange for BT not to comply.
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