I'll keep it brief, but try to keep in all the details.
From the end of August to the end of September, I had no internet for approximately 4 weeks (possibly several days more, in fact).
I recently decided to switch to Be Unlimited (a good choice, judging by some of the opinions on here).
I filled out their online form, and then remembered that I needed a MAC code.
I called Orange this afternoon, and after several minutes of talk to an Indian lady, I was transferred to someone in Middlesbrough who, no offence intended, I could barely understand (his northern accent was incredibly strong).
After discussing cancelling my account (I have not cancelled it yet, need to talk to my dad first), the man practically got on his knees, begging me to stay.
He is now offering me the next 6 months free, with every month after that at a solid rate of £9.99.
Obviously, this is a very generous offer, but their service is so poor that I do not want to stay, and I have also read on these forums about someone who had the same offer made to them, accepted it, and found just 1 month into his free period that he was being charged the usual monthly rate from the past.
*Crucially, my dad has cancelled the monthly Debit payments, which means that tomorrow (Tuesday) they will not receive their usual payment, and so they will know that something is up.*
What I want to know is:
- do I ask for a MAC code first, before asking that my account be closed? Or what? What is the process?
I was given an extension number to the guy in Middlesbrough, if that counts as information currency on these forums. XD
Cheers for your help, in advance.
(But please make your responses quick, since, as I have explained, the Debit payment will not go ahead tomorrow, and I'm wary of riling Orange and seeing their service become even more hostile).
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
You need to get a MAC code off of them to move ISP without downtime, as for accepting their offer that is your decision but i can't see the point if you have no connection the only difference will be its that your getting no internet for free hardly a good offer IMO, my advice is to get your MAC asap before they realise your dd has been cancelled.
I'm sure others here will give you some more advice.
Good Luck
_________________ ex Freeserve/Wanadoo/Orange Blog
Get MAC code and run like the wind. Whilst there are some advisers at Orange who appear to make sense and know what they are talking about, the left hand has no idea what the right hand is doing.
In my case, I received a letter from Orange saying my account would be suspended on September 28th. I'M STILL HERE. They took out a direct debit from my account EARLY to ensure that they had still made me pay and to prevent me from cancelling my DD.
I have since received a letter from them asking if I would like to upgrade!!
Joined: 17 Aug 2007Posts: 10Location: Site Manager
i'd definitely suggest getting the MAC and then when you've switched - call Orange in india and tell them you've got a really good service from someone else!
maybe they'll do a line test on that one for you!?
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
wholikeswood wrote:
what speed do you think is the maximum i can get?
factors:
attenuation: 19
distance from exchange: 700 metres
quality of copper: good to reasonable
Bloke on Be hotline estimated up to 17meg.
Bloke on Orange hotline rubbished his claims and said I could only ever get 6meg max.
Go to Here put in what it requires it will give u an estimated ADSL2+ speed for your line also This graph from the unofficial Be forum.
Be are very conservative in what they estimate your speed could be.
_________________ ex Freeserve/Wanadoo/Orange Blog
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Im sure they aren't far off at what they estimate for your line, at the moment Bethere has no contention or caps and is the same speed whatever time of day but we shall see if it stays like that once o2 (now Sky) Broadband launches this month lol.
They are also lowering their £24 up to 24 meg package and giving a free static IP as from wednesday but wont say till then what to.
_________________ ex Freeserve/Wanadoo/Orange Blog
Ooh, interesting - just got off the phone from Orange.
I asked for the MAC code - she said it would be sent in the mail.
She also said that, by asking for this, I was effectively cancelling my contract (this sounded like a leap of logic, but okay, I listened on).
Now, we have to pay £127.34 for cancellation.
I said "I had no internet for 30 days. Surely this means you waive the cancellation fee?".
She said "But you did not call to cancel during that 30 day period that it was down."
My parents say that they are not fools and will refuse to pay the £127.34 on the grounds of horrendous service and that they will not pay for nothing. (I've tried pointing out that, in Orange's contract, it gives Orange the right to have a cancellation fee, but my parents are stubborn, old-fashioned 40-somethings, so they want to fight this).
I know, legally speaking, they're in murky water.
What I want to know now is - will the MAC code come in the mail, even if my parents are refusing to pay the cancellation fee?
Also, she didn't actually say to me on the phone "Your account has been closed" - does that mean it will stay open? So, might I be able to continue disputing the cancellation fee?
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Yes ive had that experience with Orange and that was when MACs wasn't compulsary was a nightmare...but theirs plenty of good regulars on here that will also help as most are still with Orange.
_________________ ex Freeserve/Wanadoo/Orange Blog
Any remaining fees would be dealt with after you use the MAC code.
Like you said it sounds like you're getting into murky waters. The big problem is you seem to have had the problem you were experiencing fixed. A working service means if you wish to cancel then they will apply any remaining contract fees. Depending on what happened you should be able to get back something for the downtime you had if you haven't already which would at least offset a part of that cost in the worst case.
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