We are currently trying to leave Orange to go to Sky, we phoned up early march to cancel, gave the 30 days, rang back and they said, we'll send you a MAC code, 10 days later and we still hadn't didnt got it,
So they said they would send another, another 10 days later, still hadn't got one. phoned up Sky, they said we need the line clearing,
rang Orange, they said, ok, it'll be cleared on (certain date), we rang day after, wasn't cleared, so they said they will try again 6-7 days later(they give us a date everytime)
This has happened 6 times so far, there latest excuse is that 'we are 1 of 3000 who have faults on your line.' we have been without internet for 2 months now. and without fail every time we ring up, they give us another date. they have said a couple of times they need to do a 'run' on the line.
Now 2 months is a very long time to be without the net for a family who use it regualry.
we have sent an email to Ofcom and Ispa(if thats correct) to see if they can help.
we are at a total dead end and are getting no where with Orange.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Tell them you have reported them to Ofcom as they have broken the MAC conditions and also ISPA if you dont get the MAC within 5 days you will take it further they are clearly giving you the runaround and just stalling you and making it awkward for you to leave and is against Ofcoms regulations its amazing that Orange disregard any rules, a disgraceful company.
_________________ ex Freeserve/Wanadoo/Orange Blog
Sounds like you may have been caught up in the LLU migration problem where many got stuck and didn't complete. In that situation as there's no complete line they can't provide a MAC. As far as I know that should be pretty much cleared up now but you'd need to check with Orange to make sure.
yeah it's the LLU thing that we are getting no where with, they are taking the p*ss with it and fobbing us off every time, has anyone else had this problem?
we're going to send an email saying that we have contacted ofcom and ISPA but you recon that will do anything?
yeah it's the LLU thing that we are getting no where with, they are taking the p*ss with it and fobbing us off every time, has anyone else had this problem?
we're going to send an email saying that we have contacted ofcom and ISPA but you recon that will do anything?
ISPA will register your complaint and tell Orange to respond to it, but that's all. I haven't tried OFCOM, though I gave OFT a call on 02087999200 or 08454040506 and they're pretty helpful. The first time I called they told me to send a letter to Orange by registered post stating that they were in breach of the 1982 Supply of Goods and Services Legislation by not using reasonable care and skill in delivering their "service, and giving them a period of 5 working days to restore my internet connection or I would cancel the contract with no further payments due on my part.
Unfortunatley, they "restored" my connection yesterday (would have been 5 days today!), although the connection is very dodgy. It constantly drops out during peak time and won't give a speed greater than 1meg. During off peak hours seems to be ok at about 5meg, although my line says I should be getting 8meg.
I'm going to give them a couple of days and then write another letter giving them 7 days to improve my service. I think you need to be forceful in stating they are breaching the Supply of Goods and Services Legislation and reminding them that abiding by the contract can be enforced in a court of law.
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