Having had no internet from Orange for over a month, and no end to the "promises" to fix the problem, I requested my MAC code about a week ago. Armed with it this morning I have tried to change ISPs (BT, Sky, waitrose, you name it ive tried it) however all have come back saying that I have incompatible equipment on my line and I need to get Orange to remove it. When I talk to Orange they do not seem to know what I am talking about, and I am loathed to have to go via the cancellation route as i am told it takes 30 days to do so. My flatmate requires teh internet for work, so as you can understand this has been extremly stressful for all of us. Can anyone help at all?
The incompatable product on the line should be the broadband itself.
Did you actually give the MAC over when trying to order as using it should automate much of the process.
I thought my experience with trying to cancel broadband might help a little.
I originally started calling around Orange/BT/Pipex back in Jan/Feb 2007 asking about swapping my broadband and why Pipex were having issues taking over my phone line even though I had given them a valid MAC code.
After several weeks I finally got through to someone at Orange who knew enough about their service to tell me they use an LLU connection (some alternative technology which is meant to be competing with the standard BT broadband lines used by most ISP's). I asked Pipex if the LLU could cause problems and they said yes. Both Pipex and Orange advised I would need to cancel the account with Orange and place a new order with Pipex.
So this is what I did. I went through the 30 day cancellation period and called Pipex on day 31 to place a new order. Pipex told me there was still a marker on the phone line. So I called Orange and they said "its going to take up to an extra 10 days to remove the marker".
It is now May 23rd and I am still stuck with no broadband and a phone line which is occupied by an Orange marker. I have been calling Orange on a weekly basis and every time they just send another request to have the marker remove and say "it will be fixed soon". I have also written into their complaints department twice, once I got the same answer as the telephone staff gave. Still waiting on a reply to the second letter (which was sent well over a week ago).
I have contacted Ofcom, but they cannot legally do anything as there are no laws for removing markers. I have also submitted a complaint to the ISPA, waiting to see what comes from that!
As an update, I was told by BT (the provider I want to change to) that I would need to cancel my account. I placed an order to cancel on the 15th, so I should hopefully be free in about 2 weeks. That said, Im guessing that either a) this will end up not happening (although I have called them up afterward to confirm that they have actually placed the order to close my account), or b) my account will be closed but I'll end up with the tag on my line still!
I havent had any sort of internet for over 2 months now...not seeing an end to this nightmare either
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