So when it suits them, they do accept emailed MAC code requests.
Or was it because M. Abensur received the request rather than UK Customer Services.......??.......they make up the rules as they go along don't they.
The frontline support you get when you email cannot accept MAC requests. Getting through to a higher level can as they have the authority but generally you have to call to get a MAC.
I left Orange on 11 May and moved to Waitrose (my problems disappeared overnight). I thought all my contact with Orange would now cease. And pigs might fly!! I'm still being pestered by Orange Customer Services and they are now threatening me with legal action even though I gave them 30 days notice and paid up to 2 June.
I've just e-mailed Eric Abensur the following, which just about sums up this incompetent Company. I wonder what the response will be?? !!
Dear Mr Abensur
I watched with interest you appearance on the BBC TV’s Watchdog programme on 21 March and had a special interest because I was one of those viewers who took part in the survey and rated your Company so abysmally.
I have been a customer with Freeserve and Wanadoo since 1998, however since Orange Broadband took control last year, the service has deteriorated dramatically. Your Company, in it’s wisdom decided to “upgrade” my exchange to LLU on 10 November last and the service since then has been a disgrace. I could not take any more of the daily disconnections, slow speeds, poor e-mail service, poor customer support etc, and duly requested my MAC code on 29 April last. I left your Company on 11 May last.
Since then, with my new ISP (Waitrose), all the problems I experienced in the last 6 months with your Company, disappeared overnight. It’s a joy, to have a decent broadband service again!!
However, I am still being pestered by your Customer Services (e-mail 6 July), that my account has not been paid for the last two months, that you have suspended my service (oh good – since it was terminated on 11 May last) and that you have now charged me another £5 late payment fee. According to my bank details, you were paid up to 2 June and I owe you no money whatsoever. One of your representatives even rang me on 25 May at 20.17 hours (check the tape recording), to enquire why I had cancelled my direct debit and she was duly told that I left your Company on 11 May. Obviously she hasn’t done her job properly and I didn’t expect to hear from you again.
Your Customer Services also say in the e-mail, that if I don’t respond in the next few days, then you will close my account and take legal action. Oh how much more incompetent can your Company get !!!!! Please do start legal action and I will advise the media etc what a totally incompetent and thoroughly disorganised Organisation you work for and I will counter sue you, for breach of contract in not supplying me with a continuous broadband service over the last 6 months. I would suggest you immediately advise your Customer Services that I am no longer a customer and call off their impending legal action, unless you want to make yourselves look complete and utter fools in court!! So much for you saying on 21 March, on Watchdog, that you will be improving the service in 3 months time and that it was better than 3 months previously!!
I trust that I will hear nothing further from you, apart from an apology and maybe some compensation i.e. 6 monthly payments of £17.99, for the aggravation and distress that your Company have caused me since 10 November 2006.
Please also do not patronise me and tell how great your Company is and that you are working and committed to improve customer relations etc. I’ve heard it all before from your Customer Services and it didn’t wash with me!!
Further to my posting on 6 July, I didn’t get a personal response from Eric Abensur but this load of bo---cks from Lisa Sewell, an Orange Customer Relations Specialist
“….I’d like to start by saying how sorry I am to hear of the poor level of customer support that you’ve received. I’ve addressed this issue with the departments concerned and can assure you that this isn’t indicative of the high level that we aim to provide for our customers.
We’ve no records of you calling us to complete full diagnostic checks or you’ve transferred to a new provider. However as a gesture of goodwill, we’ve closed your account with immediate effect and removed the outstanding balance from your account.”
Firstly does anybody know why you have to get a diagnostic checks when you get a MAC ? I spent enough time and money calling and writing to them and they have no records of it!! Orange say nothing about diagnostic checks in their MAC e-mail below:-
“Hello
Sorry to hear you want to leave us, but to do so you'll need your
Migration Authorisation Code (MAC), which is: xxxxxx. Give
this code to your new broadband provider so they can move your service.
Your MAC code is only valid for 30 calendar days, including bank
holidays, so you might want to move quickly.
If you change your mind and decide to stay with us, you don't need to do
a thing. Your account will remain open until your new broadband
provider has moved you. Once your move is complete, we'll then cancel
your Orange Broadband account (which will take 30 days if your contract
has ended).
If you cancel your account before your move is complete, your MAC code
will be invalid and your move will be rejected. You'll then need to
request another MAC code.
Don't forget, if you've decided to move within your contract period
you'll need to pay for the remaining months, but if your contract has
ended, there'll be no additional charge.
Thanks
Orange Broadband Support”
Secondly I have contacted my new ISP and they said “To answer your query, when you sign up for the service Orange were aware of the change over as you had requested a MAC code from them”. So you who’s giving me the run around then ??
Oh well, all I can say “thanks heavens I‘ve left these bunch of morons at Orange. Anyone still left with them have my utmost sympathy !! Good luck because you’ll need it !!!
I have the same problem as many of you have also had - lost my connection on 6 July (a failed migration) - many phone calls later I have been told that I should be back on line by 26 July (I'm not raising my hopes on that!).
I've sent an e-mail to eric abensur basically stating that many of the Orange technical support staff do not help at all (they can read a script and ask you to call another department but not much else) I have a contract until January but will be seriously thinking of changing sooner.
Further to my posting on 6 July, I didn’t get a personal response from Eric Abensur but this load of bo---cks from Lisa Sewell, an Orange Customer Relations Specialist
"...We’ve no records of you calling us to complete full diagnostic checks or you’ve transferred to a new provider. However as a gesture of goodwill, we’ve closed your account with immediate effect and removed the outstanding balance from your account.”
Firstly does anybody know why you have to get a diagnostic checks when you get a MAC ? I spent enough time and money calling and writing to them and they have no records of it!!
It's the assumption that if you want out due to problems then you'll have called and gone through all the checks to try and fix that problem first. Sometimes it can be hard to tell from the account notes.
Quote:
Secondly I have contacted my new ISP and they said “To answer your query, when you sign up for the service Orange were aware of the change over as you had requested a MAC code from them”. So you who’s giving me the run around then ??
Sounds like something probably went wrong with the response back that showing the MAC as being used. All the billing letters/emails are pretty much automatic. At least you've got it all sorted.
I have the same problem as many of you have also had - lost my connection on 6 July (a failed migration) - many phone calls later I have been told that I should be back on line by 26 July (I'm not raising my hopes on that!).
I've sent an e-mail to eric abensur basically stating that many of the Orange technical support staff do not help at all (they can read a script and ask you to call another department but not much else) I have a contract until January but will be seriously thinking of changing sooner.
It seems that I won't be getting a reply from Mr Abensur as my mail has been returned as undelivered -
Unable to deliver message to the following recipients, because the message was forwarded more than the maximum allowed times. This could indicate a mail loop.
It seems that I won't be getting a reply from Mr Abensur as my mail has been returned as undelivered -
Unable to deliver message to the following recipients, because the message was forwarded more than the maximum allowed times. This could indicate a mail loop.
It's likely as his address was posted on here that account goes through another person, or likely several other people and he has a new address to use.
I also emailed Eric and within 2 week got a letter from head office offering me 56 quid i snapped there hand off as i had already migrated to another ISP and thought id rather have some of my money back for there poor service, i recommend emailing him what have you to lose !!
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