After 3 months of issues and only about 10 days of service in that time I finally decided to give up on Orange trying to fix everything, decided to take a further downtime hit and I asked them to cease my account and broadband so I could start from scratch with a new ISP.
This was on the 31st December.
I rang the BT markers line yesterday, after 5WD to find that there was still a marker on my line and no cease had been placed by Orange.
Orange told me that they had closed my Orange account, but for some reason nothing had gone to BT. They said they needed to 'work out what to do in order to clear the line' and to ring back the next day (today).
I just rang them and they said it has been passed to Magdalene and it was going to be another 10WD.
I have absolutely no faith that this will work and plan on contacting BT every day to find out if any orders have been placed on my line to clear the markers and then hassling Orange.
Is there anything else I can do?
What conditions need to be met before I can complain to Ofcom & the ISPA?
Is there anyway Orange/Magdalene will be able to update me on the progress of this order?
Is there anything else I can do?
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
These are common tactics by Orange making it awkward for you to leave and go to another ISP fill in a ISPA complaints form explaining your situation here its absolutely disgraceful this company is STILL getting away with this.
_________________ ex Freeserve/Wanadoo/Orange Blog
A tag is a system marker that states the broadband on a particular line belongs to a certain ISP. Every broadband line has a tag, if it doesn't then that would cause even more problems as it means BT's systems don't have the correct data.
To migrate your line must have broadband on it and be tagged without any current cease, regrade or migration orders. When it migrates what happens is the logon info and a load of backend system info gets changed over to the new ISP. However if you're on an LLU line you'll get an outage as the LLU connection is physically removed and either a new LLU connection or IPStream connection is put in. Usually it's done pretty quickly.
dashbad - it sounds like when you cancelled for some reason the system wasn't able to automatically order the cease so when you called up they spotted that and are going to get it done manually by going to magdalene, which if you called later yesterday might have been closed.
I'd suggest giving it a couple of days to see if the cease order shows up and if it doesn't then complain.
So I rang up BTW again today who told me that the marker is still on the line and no cease has been sent by Orange.
I just rang them up again and have been told it takes 5WD for them to process a CEASE internally before it gets sent to BTW. This sounds ridiculous. Apparently I have to ring back in another 5WD before I can even get an update.
So let's get this timeline right and see if Orange are misinforming (this word is so much more PC than lying) you.
1. 9 January they realised a manual cease was required by Magdalene which takes 10 working days to process and this would take you to 23 January, so with a bit of luck on 24 January the line should be free of a marker.
2. 14 January Orange say it takes 5 working days to process internally (assuming they mean between Orange and sub-contractor Magdalene) and to call back on 21 January for an update.
So it does look like the information you were given on 9 January was correct, providing that on 21 January they don't tell you to call back in 5 working days !!....if they do, you communicate this timeline to them and that if the marker is not removed on or before 24 January you require a formal response in writing otherwise OFCOM and ISPA will be informed.
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