Could somebody please point me in the right direction.
I am trying to set up a broaband account with BT. They can't proceed with the order because Orange still have a 'marker?' on my line.
I have spoken to Orange and they claim that they have sent a 'cease' to BT and it is down to them. In fact the girl at Orange I spoke to (Leanne?) put me on hold and spoke to BT provisions. She came back to me and said that BT had told her they would be clearing the line this afternoon. having spoken to BT just bfore I called her, I queried her and she got a bit flustered which makes me think she may have been fobbing me off.
Anyhow, I called BT back and they have said that it is Orange that need to clear the 'marker'. orange won't give me MAC code because the account is cancelled and BT have said that I should contact Ofcom.
Could sombody advise as how to proceed please? I think I am being lied to by somebody and I would like to know who.
i'd follow bts advice and contact ofcom who can usually clear the problems
it sounds liek when you canceled with wanadoo somewhere in the system the instruction to clear your line has been lost. It may be difficult to prove if it's wanadoos or bts fault but ofcom can usually wade in and authorise for the line to be cleared
When did you cancel your wandoo/orange broadband subscription?
I cancelled on friday and am still waiting for it to clear... apparently it should take 3-5 working days. If mine's not cleared today I'm going to be calling up too... could you post on here how you get on?
Just thought I woul give you an update. Orange finally cleared my line this Monday just gone, over a week after they first said they would, but hey they are gone.
Whilst looking for a new isp I had a moment of madness which you will all gasp at...read on...
What attracted me originally to Wanadoo/Orange was the free wireless. My phone point is in the lounge and the computer upstairs so you can see why. Unfortunately no one else offers this free wireless. And thats why I phoned Orange just now to see if what would happen if I wanted to becoame a customer again (please don;t revoke my membership to the forum). However;
Even though I still have the livebox/equipment they would have to send me a new one. Even though it is all set up it would take 10 days. Normal I suppose but get this...
I have an outstanding balance of £30 qhich is why I was cancelled by Orange.Because of this they won't set up an account for me or my girlfreind. I have tried to pay by credit card but they won't/don't take it. I have offered a check but it won't be processed until later in the month. The debit wouldn't be processed until the 16th at least so really if I were top go with Orange it would not be until the end of the month. Lastly, whilst finding this all out via the phone, I was reminded how bad the customer service is. So I called BT and you can hear about that here
Anyhow, I will of course be paying my outstanding balance which was a simple misunderstanding. I tried to pay it before the cancelled me for non payment. They lost me once but I nearly succumbed and became a customer again, but fortunately for me I was reminded by Orange about how bad Orange really are.
Having suffered for many years at the hands of Freeserve, Wanadoo and Orange I was seduced by the tv adverts to join TalkTalk. The main problem that blighted me for the years I was with Freeserve and Wanadoo was they kept changing part of my username without telling me. They would change it from bb1 to bb2 or bb3 or bb4 without telling me which made it impossible to connect for around 3 weeks and even they were unaware of what they had done. Once they told me I needed to contact Microsoft in Ireland who charged me £80 for two hours work which they carried out only to find that the real reason was my username had been changed! It was only guesswork on my part which allowed this problem to be resolved.
When Freeserve changed name to Wanadoo I thought possibly a change for the better but the poor level of service continued and when I moved house it took six weeks for my service to be connected, costing me thousands of pounds in lost income as I work from home and rely on the internet for my income. For example in December 2005 I received an email informing me that my service was being upgraded to a faster speed and that I may lose my connection for one day. I did lose connection for a day but my broadband didn’t get any faster and the only reason I lost my connection was because my username had been changed again!! Around January this year I was browsing the Wanadoo homepage and noticed that the price for unlimited broadband was £27.99 per month while I was paying £34.99 per month for the past 18 months or so. Since then I have tried on many occasions to change my package on the website and each time got the massage “we are currently processing a change in package on your account and this will take 10 days and then you can change your package”. I called about this and got the reply “aaarrrhhh, their seems to be some sort of conflict on your account”.
After seeing the adverts on tv for free talktalk broadband I decided that I would sign up for this service and cancel my account with Orange broadband. I received my details from talktalk which told me I would lose connection for probably up to two weeks. I telephoned Orange to cancel my account on 31st May as I was going on holiday for two weeks on that day and would like the MAC code so that I could change provider and cancel my account. I was told that this could take up to 48 hours and that I would receive MAC code by email. Ok no problem I thought I could check my emails while on holiday in Cyprus and pass on MAC code to talktalk. Checked my emails again on 2nd June, no email. Oh well I can wait so check again on 4th June, no email so decide to telephone Orange and I was told that it would take five working days to get MAC code. Check emails five days later, surprise surprise, no email so telephone Orange again and was first told that they can post me the MAC code or email to me but not give over telephone. Speak to another operator and they decide they can give me code eventually(total cost of wasted phone calls £17!). I get back from holiday and pass on MAC code to talktalk and told its not correct because not long enough. I realise the fact that its an LLU code is not the fault of Orange and that the only way to resolve this is to disconnect my internet completely and get a reprovide.
Monday 19th June I telephone Orange again explaining that I want to cancel my account and have my internet turned off so that I can change ISP. I speak to someone in cancellations dept who explains that I will lose my internet service immediately and do I wish to continue? I explain all the trouble that I have had in the past and tell them that yes I wish to continue. I ask again when my internet will go off and she tells me “as soon as I press this button you will lose your service”. The operator then informed that I will get a refund of £9.03 for the remainder of that months service(even though I have been overcharged by £7 per month for at least the last six months through no fault of my own!)
Monday 26th June my internet is still working!! My internet isn’t working the following day, Tuesday 27th June so I telephone talktalk to get my username etc and they tell me that I still have an incompatible service on my line that is preventing them from providing me broadband. I telephone Orange and Im told that my service is cancelled and the markers have been removed. I call talktalk back and they tell me to call BT. I call them and they tell me that I need to contact my ISP. I speak to a different person at Orange who tells me that Im still connected to the internet and that when I have called on the past to cancel my account they didn’t realise that I actually wanted to cancel my account!!!!!!!!!!!!! They then gave me the delightful news that it will take up to TEN working days to remove the markers from my line so that I can finally change ISP. I telephoned Orange around 6th July and they tell me that the work will be carried out as planned and markers will be removed in the 10 day timescale they told me originally. Monday 10th July I call Orange who explain to me they are off my line and the markers have been removed. I call TalkTalk who tell me the markers have not been removed and advise me to call Offcom and make a complaint. I do this explaining my story and I’m told that Orange should get in touch with me that day. No phone call from Orange so I call them and quote my Offcom reference and tell them I want to make complaint now and not wait for a letter or email which I will never receive. The operator I speak to is very apologetic and explains that a system error occurred when they tried to remove the markers the last time and that I must wait another 10 days to get them removed. She offers me a months refund which I tell her to stick it where the sun doesn’t shine. I am sick to death of Orange operators blatantly telling lies to me and this whole shambles has cost me thousands of pounds in lost revenue and I would strongly advise anyone who was thinking of joining Orange to think again.
Sorry this has been so long but I just had to get it off my chest!
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