A MAC code can be ordered by calling Orange and it will take upto 5 days to receive (this means it can take a MAXIMUM of 5 days).
When you receive your MAC code you can give it to your NEW ISP who will then notify (Or should notify Orange) that you have successfully migrated away from Orange), there for giving Orange the notification they need to close your account.
In some cases the NEW ISP you are moving to don't bother to notify Orange that you are now with them, resulting in an active account with Orange still and a 2nd active account with your NEW ISP. (Resulting in continuous billing with Orange and with your NEW ISP).
Another alternative is to apply 30 days notice to Orange that you are leaving and after the 30 days (You will still have access during this time), Your account will go through a cease process which takes 10 working days and then your line will be free to register with your new ISP.
In some cases the NEW ISP you are moving to don't bother to notify Orange that you are now with them, resulting in an active account with Orange still and a 2nd active account with your NEW ISP. (Resulting in continuous billing with Orange and with your NEW ISP).
Actually thats down to BTW rather than the other ISP as they process the MAC's and do all the work. Still because of the number of steps things can go wrong, for example earlier in the year there was a problem with a certain type migration that didn't generate any notification of transfer completion causing that exact issue.
In some cases the NEW ISP you are moving to don't bother to notify Orange that you are now with them, resulting in an active account with Orange still and a 2nd active account with your NEW ISP. (Resulting in continuous billing with Orange and with your NEW ISP).
Actually thats down to BTW rather than the other ISP as they process the MAC's and do all the work. Still because of the number of steps things can go wrong, for example earlier in the year there was a problem with a certain type migration that didn't generate any notification of transfer completion causing that exact issue.
Just out of interest can you tell me where this is stated. I know Orange say that once they are told that the MAC has been used they will apply 30 days notice to the account but do not appear to say where the notification is supposed to come from ie the GSP or BTW. The Ofcom code of practice just says A1.15 The Communications Provider shall not terminate the Broadband Service on account of the MAC validity period expiring unless the Communications Provider has received notification that the End-User’s Broadband Service has been migrated to another Communications Provider. I cannot find any reference to say who is supposed to provide this notification.
I thought MAC codes were the domain of and issued by BT.
If this is correct then BT are solely responsible for the whole process so Elhana is correct.
I am sure he is correct. I would just like to know where it is laid down in writing as to who is responsible for notifying the leaving service provider that the MAC has been used. Is it the gaining service provider or BT wholesale. I have seen posts saying both and some that say you should phone up the leaving service provider and tell them yourself.
BTW almost certainly because the process is, in effect, a job registration in their system.
No way is it the customer's responsibility to notify the losing ISP.
My guess is that a computer generated migration confirmation triggers from the BTW system to the losing ISP.
It's quite an important issue. Orange seem to continue to charge people after they have migrated on the basis that no one has told them that a migration has taken place.
It's quite an important issue. Orange seem to continue to charge people after they have migrated on the basis that no one has told them that a migration has taken place.
I agree but it probably relies on someone routinely checking "the system". No doubt their quality procedures require this to be done but it still requires thehuman to do it.
I know that OFCOM will shortly be carrying out a consultation process, this is from an email reply sent to me by OFCOM :-
"These considerations are being taken forward through the wider work on switching processes across all transferables which Ofcom is looking to consult on later in the year. I would suggest that this would provide a useful opportunity for you to raise your thoughts on switching processes in the communications sector."
If you want the contact's details then PM me.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
It's quite an important issue. Orange seem to continue to charge people after they have migrated on the basis that no one has told them that a migration has taken place.
I agree but it probably relies on someone routinely checking "the system". No doubt their quality procedures require this to be done but it still requires thehuman to do it.
I know that OFCOM will shortly be carrying out a consultation process, this is from an email reply sent to me by OFCOM :-
"These considerations are being taken forward through the wider work on switching processes across all transferables which Ofcom is looking to consult on later in the year. I would suggest that this would provide a useful opportunity for you to raise your thoughts on switching processes in the communications sector."
If you want the contact's details then PM me.
I found a 'best practice' process description on the BT wholesale web site. It would appear, if I read it correctly, that notification to the loosing SP is completely automated on a real time BTW reporting system called BBCR. The loosing SP runs the 'Lost Migration' report on BBCR which displays the progress of all their current migrations and those completed in the last ten days. Migration completion is identified on this report when a date appears in the completion date field and the telephone number is removed.
So it would appear that the situation is exactly as you suggest. BTW are providing the MAC completion data to Orange but Orange are not acting on this information.
Well there was an internal update sometime ago about this sort of issue. It doesn't appear to be as common on the forums recently but earlier in the year there was quite a few of them happening which coincides with this particular problem. Basically outgoing migrations to an LLU provider weren't generating a notice so accounts weren't closed and continued to be billed as normal. The notice did not state at what point the problem came up, internally to Orange or within BTW's systems.
Well there was an internal update sometime ago about this sort of issue. It doesn't appear to be as common on the forums recently but earlier in the year there was quite a few of them happening which coincides with this particular problem. Basically outgoing migrations to an LLU provider weren't generating a notice so accounts weren't closed and continued to be billed as normal. The notice did not state at what point the problem came up, internally to Orange or within BTW's systems.
Jerry Quelp wrote:
I am sure he is correct.
Pft, she!
I don't have a problem if a system failure causes a problem with migration notifications - s**t happens - that's life. What I do have a problem with is where Orange pretend that they haven't received notification of MAC completion in order to screw another 2 or 3 months subscription out of a departing customer.
Intentionally doing so would be fraud and would probably carry some stiff penalties. To be honest I don't see them as doing it intentionally and as I mentioned before there are much fewer mentions of this happening within the last couple of months.
Intentionally doing so would be fraud and would probably carry some stiff penalties. To be honest I don't see them as doing it intentionally and as I mentioned before there are much fewer mentions of this happening within the last couple of months.
Of course Orange would never put themselves into a situation where they could face a criminal prosecution for fraud. Anyone trying to prosecute a case of fraud that uses failing to look at a computer screen and act on the information displayed as the basis of a case would stand little or no chance of winning . However I just think Orange push it to the absolute limit as advised by their legal department.
If Orange are as poor a performer and supplier as we all think then Lloyds Register, who I believe provide quality accreditation to Orange, should easily identify if they regularly fail to consult online data received from BTW and act promptly on that data.
This almost certainly would be part of Orange's written migration procedures.
Unfortunately we, as customers, do not have the privilege of knowing how often there are non-compliances and how close Orange have been to losing their accreditation.
But somebody out there does know this information.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
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