1.If I am being asked to leave due to the reason of the exceeded usage allowance, will I need to pay the rest of the contract?
2.If Orange failed to provided me the broadband service which indicates no service or access to the Internet for any of the following situation:
(Migration process, sudden disconnection and any other reason) and this situation has been last for 28 days or more, could I ask for a termination of the contract? Will I need to pay for the rest of the contract?
3.For those people who is getting the 5 pounds promotion for the unlimited package, if they are liable to pay for the rest of the contract, should they still be entitled to pay the 5 pounds price or pay for the 19.99 pounds one?
4.In the case of termination of contract, which one of the following procedure is more appropriate:
a. Ask for a MAC >>Cancel the direct debit>>Ask them to cancel my account
b. Cancel the direct debit>> Ask for a MAC code and cancel account at the same time
5.Do we need to return the LiveBox in the case of termination? Will it be required to be return in its original packing?
6.In any situation, will asking for a MAC code equalvent to cancel the account?
Let me first make this point. It says all over their website "Unlimited Downloads" based on a "Fair Use" Policy.
If anyone can find this policy ill be very very amased. Infact, I even asked them at Orange when i suscribed to the broadband, and the answer changed everytime I asked.
It was anything between 30gb - Unlimited ?
No where in my package/livebox/emails from Orange or the Internet have I seen this fair use policy.
Also - if you cancel a direct debit, this will not make any difference. They will still take your money. A direct debit is an arangement between you and Orange, using the bank as the third party. Cancelling this Direct Debit will not mean they can not take any more money.
The only way infact would be to close your bank account down.
I believe you get a 30 day cooling off period, and you can cancel your broadband at any time, with no charges (If you have the £5 a month deal). The only catch is when you suscribe to broadband you reset your mobile contract to month 1.
Link to FUP. They have had one for sometime but have never stated a limit or what it is. Not sure how a company can enforce a limit that is not stated anywhere and customers are not aware of!
You can migrate in the 30 days period and get a MAC code. if they are cancelling your account you should not have to pay up the rest of the contract. That is only if you are cancelling.
I would seriously challenge them to show you where in their T&C's and FUP it states there is a limit and what it is.
If you cancel your direct debit they CANNOT withdraw funds without your permission. They would be breaking the law.
A direct debit is an agreement. If you cancel it then they have to set up a new one authorised by you BEFORE they can withdraw funds.
Trust me I've done it before when I was skint last year to delay paying my bill a couple of months. They phone first and request payment. They do not spontaneously withdraw it. The bank wouldnt allow it.
So all this crap about charging extra, you can refuse under their breaching of contract and let them eat cake.
1.If I am being asked to leave due to the reason of the exceeded usage allowance, will I need to pay the rest of the contract?
Not as far as I've heard, previously it's been without any remaining payments.
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2.If Orange failed to provided me the broadband service which indicates no service or access to the Internet for any of the following situation:
(Migration process, sudden disconnection and any other reason) and this situation has been last for 28 days or more, could I ask for a termination of the contract? Will I need to pay for the rest of the contract?
If you have been without for a month and everything has been tried then a tech TL, escalations or higher department (I think) can authorise a cancellation without fee. However it's looked at on a case by case basis, they won't just say "it's been a month, ok you can cancel without fee".
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3.For those people who is getting the 5 pounds promotion for the unlimited package, if they are liable to pay for the rest of the contract, should they still be entitled to pay the 5 pounds price or pay for the 19.99 pounds one?
If they still have the mobile contract it should be at the £5 rate but things can get a little complicated when you start throwing cancelling the mobile into the mix too.
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4.In the case of termination of contract, which one of the following procedure is more appropriate:
a. Ask for a MAC >>Cancel the direct debit>>Ask them to cancel my account
b. Cancel the direct debit>> Ask for a MAC code and cancel account at the same time
If you're going to go the migration route then this would be the best process:
Request and receive a MAC,
Provide MAC to new provider and get the expected migration date,
New provder takes ownership of the broadband line,
Cancel the direct debit,
I'll stop at this point a moment as there's more to this step. When migrating it may take Orange a couple of days to get the confirmation back from BT. This could happen with the billing date in between, which could cause further problems. Also I don't know if, as you have to give 30 days notice, the account runs to the end of the 30 days, potentially charging you during that time. Or if when the confirmation comes back they close it immediately and charge you any fees for that 30 days immediately.
Normally if you are charged over then that is refunded when it's closed.
5.Do we need to return the LiveBox in the case of termination? Will it be required to be return in its original packing?
If you didn't originally purchase it, not been sold that way for at least 2 years now, then you will need to return it. I don't think you need the original packaging just as long as when you get the returns pouch you take reasonable care so it can't be damaged in the post. The pouch should be sent automatically when the account is closed.
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6.In any situation, will asking for a MAC code equalvent to cancel the account?
The use of a MAC and it's confirmation by BT should then close the account fully. In general cancelling should be thought of as closing the account and having the broadband removed completely from the line. If you're moving to a new provider then usually you'd opt for the MAC route as it's quicker and can often be cheaper as you usually avoid any connection fees.
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