Well after my migration from Orange and their refusal to accept that I
had actually migrated they have finally accepted that to be the case.
The threats of legal action have been withdrawn. I just have to question
their procedures here though. It would appear that Orange actually don't
look at the data provided to them by BT wholesale. This is the only data
that informs them about customer migrations. They seem to rely on
notification from your new provider to tell them about your migration
and of course there exists no such obligation on your new provider to
provide that notification. With all the repercussions for their
migrating customers with respect to continued billing after migration
you would think that Orange would be a little bit more proactive in this
respect. Is this a cynical exercise to extort a couple of extra months
subscription out of departing customers or are they just pig ignorantly
incompetent?
I get my MAC code fairly quickly and jumped ship to Waitrose who informed me they had activated my broadband on the 19th September.
I cancelled my direct debit with Orange and told them - by mail and phone - that I wanted to close the account. I'd paid to the end of September so expected some kind of refund.
I am still getting requests for monthly payments outstanding and they are billing me extra for late payments.
I rang them last night, but they said I'd have to ring back before 5.30pm so they could check my migration date with BT.
I've just rung them again. Somebody with the most ridiculous accent I've ever heard tells me that according to BT I didn't migrate until 6th October and that I owe them £40.
I told him that was very funny. I need to ring Waitrose now to get them to check with BT.
...It would appear that Orange actually don't
look at the data provided to them by BT wholesale. This is the only data
that informs them about customer migrations. They seem to rely on
notification from your new provider to tell them about your migration
and of course there exists no such obligation on your new provider to
provide that notification...
They use the data from BT Wholesale, it may have just been a misunderstanding if you were told that. By initiating a migration the new ISP will cause BTW to inform Orange automatically of the migration.
I think one thing to be aware of is your account billing date is about 2 weeks prior to the DD going out your a/c. For me a/c date is 22nd, money goes out around the 3rd so this may be the cause of some people being asked for an extra month if they get their timing wrong?
I have just received a letter saying that my broadband account has been closed.Because we have not received any payment they have closed my account and had to stop my broadband service.they will take legal action against me for non payment.Now I left them in july owing nothing and have had a happy 3 months with zen.What is it with this uselsess company do I ignore it or spend 7p a minute trying to clear up their own problem ?
(They say I owe them £14.99 yet I left and migrated before the month was up and they credited me with the payment they had taken by mistake)
I have just received a letter saying that my broadband account has been closed.Because we have not received any payment they have closed my account and had to stop my broadband service.they will take legal action against me for non payment.Now I left them in july owing nothing and have had a happy 3 months with zen.What is it with this uselsess company do I ignore it or spend 7p a minute trying to clear up their own problem ?
(They say I owe them £14.99 yet I left and migrated before the month was up and they credited me with the payment they had taken by mistake)
Unfortunately Orange appear to be taking advantage of a flaw in the IP's
code of practice which says - they will terminate the account when
informed that you have migrated. Oranges terms of service are equally
unclear. The code of practice (and Oranges terms of service) actually
doesn't say who is supposed to tell them that migration has taken place.
If you read the BTW best practice publication it is quite clearly
defined that that they (BTW) will provide that data to the IP. I guess
that what we have here is a loss migration report that has hundreds of
customers details that changes by the minute and so Orange IMHO don't
even bother to look at it because it's just to difficult to process that
data and read it across into their own in house systems. Anyway that's
what I think.
I have just received a letter saying that my broadband account has been closed.Because we have not received any payment they have closed my account and had to stop my broadband service.they will take legal action against me for non payment.Now I left them in july owing nothing and have had a happy 3 months with zen.What is it with this uselsess company do I ignore it or spend 7p a minute trying to clear up their own problem ?
(They say I owe them £14.99 yet I left and migrated before the month was up and they credited me with the payment they had taken by mistake)
Right unfortunately the only thing that Orange will pay any attention to
is a letter from your new IP advising them of the migration date. Most
IP's are aware (and are seriously pi**ed off about it to say the least)
and are well used to sending their customers letters to foreword to
Orange advising the migration date. You would think that a quick phone
call by Orange to their account manager at BTW would sort out the
problem without resorting to threats and intimidation but no - that's
not the Orange way.
Jerry
They actually rang me at home in august saying no one had told them I had left.Also someone had put me on a new 12month contract even though I was 2 years out of contract.I got put through to escalations and was told my contract was now cancelled I owed them nothing and I could not even get in the members section to check my account.Now i get this threatening letter I have rung them and got the idiots in the off shore call centre so I hung up.I do not want blacklisting for 15 pounds any ideas on what to do. I also need them to totally remove me from their system am I in my rights to request this ?
Write to them explaining the problem (keeping copies of course), send the letter by recorded delivery. If they do blacklist you, at least you have the means to prove that you have made reasonable efforts to sort this out. You will also be able to prove that your service is now being provided by another ISP.
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