I have been a broadband customer of Orange, formally wannadoo for many years (2001). Until 26th April 2007, no problems encountered, fast reliable service. However, on the 26th April 2007 broadband service lost, no longer accessible. No Email or written correspondence recieaved prior to loss of service.
Since the loss of connection, have contacted Orange customer services, numerous times R/e when connection is likly to be restored. On each occasion informed that my telephone exchange is undergoing LLU, which has inevitably left me, and many other customers, with no broadband service. Told "error on line" due to LLU at exchange. No one at Orange customer services seems to be able to give me an answer as to when my connection will be restored.
Each time being told to ring next day, 2 days time, 3 days time, when fault will be reviewed. Days pass and further calls made, however told same things again. No one seems to be able to resolve loss of connection issue. While this gos on, I am still being charged for a service I am not recieaving at £27.99 amonth. Not to mention the additional charges for "Pay as I go internet" while connection down.
As a way out of the DEADLOCK, I requested my MAC code, so that I could migrate to another ISP, who can provide me with the service I am paying for.
However, after being told on the 1st May 2007, that a MAC code had been requested. I have now been informed that this is not possible, as my telephone exchange is still being upgraded to LLU. So hear I am still paying £27.99 amonth, no connection, no way of migrating to another ISP until Orange, and its engineers sort out the problems they have caused its customers. When this will be, is anyones guess...
I dont no where / or what more I can do, I have contacted, and loged complaints with Watchdog / OFTEL / ISPA and will ring the OFT in the morning.
Hope my problem and all yours are solved very soon............
Last edited by THEENDISFAR on Thu May 03, 2007 11:51 pm; edited 3 times in total
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
They cannot refuse to give you a MAC no matter what ask them for it again and tell them if they don't give you one let them know you have reported them to Ofcom etc.
_________________ ex Freeserve/Wanadoo/Orange Blog
THEENDISFAR, your story is identical to mine; I've been without broadband now since the 18th and I'm not too hopeful it'll be resolved anytime soon.
Stevelondon, Ofcom says in the General Condition 22:
"Where the Communications Provider is unable to, or refuses to, provide a MAC to the End-User, the Communications Provider shall provide the End-User with a clear explanation of why the MAC has not been provided".
I got this same excuse about the MAC also; I don't know if this complies with the above.
Yeah mine went down last Thursday too. I called the comedy store - aka technical help - and was told I had a major problem with my line and a call would be passed onto BT. The supposed problem was "fixed" by yesterday afternoon. Since then I've only managed to get 5-500Kb speeds, not bad for a 4Mb connection! LOL.
I've been with Wanadoo/Orange for about 2.5 years and not had too many problems to be fair, until now.
I went for the 2-4Mb connection only a month or two back, which apparently starts another 12 month contract off, can I back out of this and change ISP? Or am I screwed? Surely if I get my MAC and then cancel the Direct Debit, Orange can't do jack.....or can they?
Stevelondon, Ofcom says in the General Condition 22:
"Where the Communications Provider is unable to, or refuses to, provide a MAC to the End-User, the Communications Provider shall provide the End-User with a clear explanation of why the MAC has not been provided".
I got this same excuse about the MAC also; I don't know if this complies with the above.
It does usually comply with that condition.
MAC's can only be provided for fully complete broadband lines. During an LLU migration the IPStream connection is turned off and LLU one turned on. If the LLU one isn't completed for whatever reason then the code can't be produced because there is no complete broadband line.
It's not they're refusing to, just they're unable to.
I went for the 2-4Mb connection only a month or two back, which apparently starts another 12 month contract off, can I back out of this and change ISP? Or am I screwed? Surely if I get my MAC and then cancel the Direct Debit, Orange can't do jack.....or can they?
Cheers for ny help.
I think if you break out of a contract they'll try to get the remaining money you owe for the 12 months. I've giving them until 4 weeks and then I'm cancelling the contract, regardless of whether I've been given my MAC or not. I've already cancelled my direct debit. They can kiss my arse cos I'm not giving them a penny. Theiving pricks...
I spoke to OFCOM and tey told me that if Orange are unable to provide a MAC because of this LLU crap they have to clear your line which takes a few days and l eaves the line clear to go with another provider
I think if you break out of a contract they'll try to get the remaining money you owe for the 12 months. I've giving them until 4 weeks and then I'm cancelling the contract, regardless of whether I've been given my MAC or not. I've already cancelled my direct debit. They can kiss my arse cos I'm not giving them a penny. Theiving pricks...
Yeah I thought as much. I'm going to give them until the end of next week, if the speed isn't up to at least the original 2Mb by then I'm going to apply for my MAC code, when (or if) I receive it I'm going to go elsewhere and cancel my DD. If they want to take me to court then fine, if anyone is in breach of the contract it's Orange. How can they start a new 12 month contract for a 2-4Mb move, when I've actually been given a 2Mb-500Kb connection?!
Considering they have been voted the worst ISP and so many people have the same problem, I can't see any court in the land ruling in their favour.
I'd be very surprised if they go to those extremes anyway.
I have been in the very same position, migrated to LLU on the 22nd March and no broadband since.
It has taken until yesterday to get them to clear my line although my account was closed on the 13th April, 3 emails to ISPA, and two phone calls to Ofcom later and I was finally able to sign up to BT option 3 today.
Good ridance Orange, I'll never have anything to do with that company again so they have lost a potential £50.00 pm mobile customer as well.
demanded my MAC code yesterday evening off them. will be getting a bill for £200 on june 8th for the remainder of my 12 month "contract", which i wont pay. i'll see them in court if need be.
still no internet since last saturday and no resolution in sight. no email replies. no telephone follow ups - nothing.
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