Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
7932 wrote:
So what would be your suggestions for me:
to cut story short they are saying I'm under contract until November (their rep lied to me, saying that upgrade will not extend me contract, been customer since 1998) Written to them over a months ago as suggested by someone dealing with one of my many calls to them but never got reply
Just checked my statments (two accounts) : one DD two days ago, the other on May 15th.I intend to call them tommorow and ask for MAC since I do not want to miss on free connection offer on BE. Question is when do I cancell my DD? They obviously do their crap and tell me about "cancellation fees"- can they refuse to provide me with me MAC ?
As you did not agree to a contract, you are not under a contract. Orange may claim that you are, but legally they don't have a leg to stand on.
Orange cannot refuse to give you a MAC even if you are in a contract (which you're not). If they refuse, threaten then with ISPA and OFCOM. Also Orange cannot demand that you pay off the rest of your non-existent contract before giving you a MAC.
When you get your MAC, ask Be to connect you. Once you are have been connected to Be, cancel your direct debit with Orange. It's probably a good idea to send Orange a letter copied to your bank stating that you have cancelled the direct debit and do not accept that you have a contract with them.
Hi There
I have asked for my MAC code via email and have cancelled my direct debit online with my online banking, what do i need to do now please.
thanks
btw i havent received my MAC code via email yet
thanks in advance
Hi all,
I have had the runaround from Orange CS, Tech Support and Retentions for the past few days, all to do with a "PPP Server Down" error message. I was informed last night that it will take "probably about 10 days" to rectify (I lost serviceon Tuesday 22nd). I requested my MAC code on Wednesday morning and was told that I would have it in 48 hours. When I rang to complain today I was told that the request had been cancelled and that I would have to wait for 5 working days.
I rang the Orange switchboard (0113 222 9100) and asked for the complaints department. I explained the situation and was called back 30 minutes later with my MAC code.
Bye-Bye Orange. I'm not sure who I am going to but I will be glad to see the back of Orange.
Hi thanks Steve
well i have only cancelled my d/d online and next payment due at 16th junes so hopefully will have received my MAC by then and until then would they have known if ive stopped my d'd or not
thanks again
Got my MAC's two hours after calling Customer Relation...given over the phone, no fees as for the first time someone at Orange did actually listen INSTEAD of reading scripted BS.Just remember to mention this forum when you talk to them
I just want to thank everyone here for all their help and suggestions.If it wasn't for orangeproblems.co.uk...
off to BE - let's hope everything will go smoothly from now on
Hi There,
Sorry if im going over old questions here but i will anyways.
Tonight i phoned Orange to ask what was going on with my slow speeds i had reported in the past and was having tests done on my line a week ago tonight, i was going to cancel and unfortuanteley against the advice i have now read in the threads here i accepted a month free of charge, however having found this great website i know i should have cancelled but to be honest having only been with them since feb/march this year they did frighten me with the £200.00 cancellation fee they said i would have to pay, so can someone please tell me in order exactly what i should do please.
is its like this.
1. ask for MAC code ( and say im migrating not cancelling) or doesnt it matter.
2 stop my dd
3 look for a new isp
btw what is BE whwn i hear people say they are gonna sign up with them
like i say apologies for going over old ground
cheers to everyone who reads this
I refused to stay with them even after 20 minutes of hard sales talk during which they promised me the faults I was experiencing had now been fixed. They lied, pure and simple.
I'm still with them until this monday, and that will be about 12 days since I requested my MAC from them. In that period I have lost my internet connection about six times, for up to a day at a time, and then I get it back for perhaps 12 or so hours by reinstalling the livebox. Of course, it just goes down again after a period of time. The longest period I've had uninterrupted connection since the turn of the year is a maximum of a week.
If I were you, I'd request the MAC, sign up with another server and then cancel the DD when you're up and running with a real Broadband supplier.
I can't honestly see Orange coming after all their disgruntled customers for cancellation charges. There would be an outcry, not to mention further negative publicity for them.
It's they who are in breach of contract - not you.
I'm new to this forum, but have been visiting it for about a week now and decided to finally create an account so I could post.
Like everyone here I suffer from the isp problems brought to us curtosy of Orange BB. I switched over to Orange from being a previous wanadoo customer in feb 07 when I found out that they cut the prices on the package I was on with the old wanadoo. One phonecall later and I was now switched over to Orange at a lesser cost....(oh and apparently signed up to a new 12 contract in the process)...what a mistake this was!
Anyway i'm not going to go into the ins and outs of the problems I had with Orange, as they are well documented here. Poor connection, disconnects, awful customer service to name a few. The main one for me is as an avid World of Warcraft player, not being able to play for the last 3-4 months between the hours of 6pm and midnight because of insane lag and disconnects, and with no sign of them fixing it anytime soon. I was very glad to find this forum to see it was not my pc/router/cables that were the problem...but Orange!
Basically I want out....but i'm still in contract. I've read this thread and wanted to know one thing...
Have any of you guys that have canceled your DD to Orange even though you are still in contract and will owe them the remaining of the contracted term got away with it without any consequences?
Have they ever chased you/threatend you for the money? Or have they just let it slide without any further action/response?
My experiences with big companies like this is they will not rest until they have their money, whether they need to take you to court or send the baliffs round. One thing I know - there is no way I wish to stay with them for the further 9 months of my contract, but I feel it maybe difficult if not impossible to get out of the contract even on terms of breech on thier side - companies will always make it difficult for you to leave.
I was surprised tonight...I have not had such good speed for well over the months, going over 3 MB mark...then I realised there is Bank Holiday on Monday and many people have probably gone away.I have a feeling it will be back to 400k on Tuesday...but hopefully I will not have to put up with that for very much longer
For all of you guys having problems - try to call Customer Relations team on 0845 070 2976
I wish I could cancel!! I have been without access to anything since 19th March when we were being switched over to 8mg (no warning I hasten to add). Since then, my every free hour has been devoted to getting back on line. Our issue it seems is that we are too far away from the exchange to get 8mg. Fine, I dont care, just cancel this and put me back to where I was. No way, they say, cant do this. So, in desperation I cancelled my contract (which was 18months old so no penalties). I had already got them to stop taking payments from me anyway. Even though I cancelled on 8th May, I am still stuck as they cannot do this apparantly until I actually get connected. Arghhhhhhhhhhhhhh - I am at my wits end. No one it seems can do anything. I eventually yesterday spoke to someone called John in the NE call centre and he has, without a shadow of a doubt, been the best person I have spoken to in 10 weeks. He even rang me when he said he would and has given us access via dial up (not ideal but better than nothing). He is also going to chase Magdalene up on Tuesday and call me back, and I actually believe he will. The whole attitude of this company is without doubt the worst customer relations I have ever come across. I get married in 6weeks time and the best present I can hope for is internet access again. I think I will go to BT as they seem to come out best in all polls. If we had cable in our area I would have switched to this. So even though you say, CANCEL its really not that simple. The line has to be clear before you can switch. I wish it were all over................
I wish I could cancel!! I have been without access to anything since 19th March when we were being switched over to 8mg (no warning I hasten to add). Since then, my every free hour has been devoted to getting back on line. Our issue it seems is that we are too far away from the exchange to get 8mg. Fine, I dont care, just cancel this and put me back to where I was. No way, they say, cant do this. So, in desperation I cancelled my contract (which was 18months old so no penalties). I had already got them to stop taking payments from me anyway. Even though I cancelled on 8th May, I am still stuck as they cannot do this apparantly until I actually get connected. Arghhhhhhhhhhhhhh - I am at my wits end. No one it seems can do anything. I eventually yesterday spoke to someone called John in the NE call centre and he has, without a shadow of a doubt, been the best person I have spoken to in 10 weeks. He even rang me when he said he would and has given us access via dial up (not ideal but better than nothing). He is also going to chase Magdalene up on Tuesday and call me back, and I actually believe he will. The whole attitude of this company is without doubt the worst customer relations I have ever come across. I get married in 6weeks time and the best present I can hope for is internet access again. I think I will go to BT as they seem to come out best in all polls. If we had cable in our area I would have switched to this. So even though you say, CANCEL its really not that simple. The line has to be clear before you can switch. I wish it were all over................
Can't you just demand that they give you your MAC, and then supply the code to a new supplier? They can't refuse you the MAC.
I was experiencing similar problems to yours, and that's what I did. I now go online with the new supplier on Monday. I simply refused to listen to any of their excuses, and just insisted that they give me the MAC.
Tried countless times to get a MAC code and they initially said I could have one then when they checked my account, changed their minds. Its something to do with the LLU and the inability to connect us. There is an LLU marker on the line (according to BT) and only Orange can disable this. Orange say they cant until the connection 'proceeds' in other words I have to wait until I can connect until I can get a MAC code, and as I have now cancelled, am in their words 'in limbo'. I have mentioned this site already as well as watchdog and OFCOM and I am sure that getting rid of me and my mithering would be well worth it to them, but they all insist that it cant be done. I am at work this morning so can get access to this site. I am in a different position to the people who are getting slow speeds, mine has never connected in the first place.
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I wish it were all over................
