I've finally had it with Orange, all this week my connection has been disconnecting continually and i'm looking to switch to Be.
I'm hoping to do this via MAC to make it as "painless" as possible, i've been reading into this and it aparently not as easy as it made out to be in the Orange support article.
My first question is, as i'm on Orange LLU is it actully possible to get a LLU MAC, becuase Be are also LLU enabled on my exchange.
I do NOT want to talk to customer service at all mainly becuase of my experiences with them in the past and I can't be doing with the stress right now, I have e-mailed them instead and if that fails i'll send them a letter or get in touch with OFCOM and the ISPA.
Has anyone had experience in this at all? I just need some advice, incase all doesn't go to plan.
"how do I transfer my broadband service to another ISP?
Article ID: kb732
We don't want to see you leave, but if you do decide to change broadband provider we can help to make the move go smoothly. It's really simple:
get in touch with us by phone, email (by clicking on the 'email us' button at the bottom of this page) or letter
we'll arrange for a MAC (Migration Authorisation Code) to be sent to you within 5 working days
give the MAC to the broadband provider you'd like to move to
wait for your broadband service to switch over with minimal downtime"
And from BE web page >>>>>>
"How do I migrate to Be?
All you need to do is contact your existing broadband provider’s customer service and obtain your Migration Reference Code (known as a MAC key). Then, you simply place your order online and enter your MAC key when prompted.
Not all MAC keys are compatible with Be Broadband service. The MAC codes that are compatible should be in the following formats
4 letters, 7 digits, forward slash, 2 letters, 2 digits, 1 letter. For example, LLLN0189907/DF34L.
Or
4 letters, 7 or 8 or 9 digits, forward slash, 2 letters, 2 digits, 1 letter (example BBIP1757713/DJ29K or FTIP01753715/BD19J or FTIP012345678/BD23J).
It’s a good idea to check your current contract, as some providers charge their customers for moving to another provider before a specified date. Once we have your MAC key and your completed order we can start moving you over to Be. The entire process will take around two weeks. During the changeover you will briefly lose your broadband connection, but we’ll ensure that it’s up and running - at ludicrously high speeds - in as short a time as possible.
If you are not able to get a MAC key from your current ISP, it unfortunately means that you have to cancel your service before you can order Be. Naturally, there will be an interruption in your service before we are able to connect you. If you find that your MAC key is not accepted when placing the order and migration is not possible it would indicate that your current ISP is not compatible with the current migration process that we can offer. If this is the case, please call us on 0808 2348566."
_________________ 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."
I migrated to o2 (now Sky) 9 (be) got my MAC code within 3 days and migrated the following week . That was an llu MAC and no problem whatsoever . The only problem I had was stopping Orange stealing money from me after I had left ! Cannot fault o2 (now Sky) at all and all calls to them are 0800 numbers not like the theves at Orange who keep you on hold to bump up the bill
Pretty much all the reasons i'm leaving Orange for!
I take it you had a Livebox redwon? Did you have to return yours or not, its just I really can't be bothered packing it all up and returning it at my expense, I would rather flog it on eBay or something.
Just out of intrest redwon when you migrated, did you get a speed increase at all? It's just that I live about 3km away from my exchange and I can only currently get a speed of 1 meg, but I know people who live further away from their exchange than me and are getting speeds up to 3 - 4 meg.
Hopefully I should get my MAC tomorrow and I can finally leave.
When your account is closed (after migration confirmation or if you immediately cancel) they usually send out a pre-paid pouch to send back the livebox.
w00t! I got my MAC and i've just ordered with Be, all without the hassel of ringing them up!
It was quite funny actually, I sent them an e-mail asking for my MAC on the 5th, I didn't get a response until the 8th where they said my request had been evelvated to the relevant department and I would recieve my MAC within 5 working days, so I wait until the 15th and I still hadn't recieved my MAC so I sent them another e-mail basically saying what i'm telling you now, and added at the bottom "I will be reporting this to OFCOM and the ISPA.", the next day (today) I get a response similar to what I got last time (I was thinking i'll have no choice but to ring them up), but about 4 hours later I recieve another e-mail with low & behold my MAC!
Its almost like Orange fear the words OFCOM and ISPA!
I've just literally ordered with Be and touch wood everything should be ok.
Oh god i'm so happy, now all I gotta sort out is stopping Orange from talking a "little extra" off me...
Its almost like Orange fear the words OFCOM and ISPA!
They still deserve being formally reported to OFCOM (not ISPA) because they have failed to comply with General Condition 22 in terms of providing a MAC within the time limit and not providing a reason for not issuing a MAC within the time limit.
_________________ 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."
Its almost like Orange fear the words OFCOM and ISPA!
They still deserve being formally reported to OFCOM (not ISPA) because they have failed to comply with General Condition 22 in terms of providing a MAC within the time limit and not providing a reason for not issuing a MAC within the time limit.
I was thinking about it but OFCOM say themselfs not to register a complaint with them but instead a formal complaint to your ISP's complaint department, which I sort of did in the e-mail and it was resolved (rather promptly), so I have no quibble with them.
[quote="Ser3f"]I got a reply from my e-mail, aparently my request have been escelated to the relevant department and I should recieve my MAC within 5 working days.
When you sent the email did you choose the Broadband from the deop down box i take it? As like you i really can't be bothered having to face customer services as some poor person will end up having to put up with me ranting about how poor they are again!
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