I am in the process of trying to move from Orange Broadband to Sky. This is proving practically impossible thanks to all the dirty tricks Orange is using.
I spent 4 whole hours yesterday to-ing and fro-ing between customers services depts of Sky, Orange, Ofcom, BT and others. All to no avail.
Orange sent me my MAC code in a letter dated 16th January. I notified Sky on 17th January and received a letter from Sky with my Broadband password on 19th. So far so good.
Then on 23rd January Sky wrote to me to say I needed to speak to them about a "slight hitch" in setting up my broadband. It turned out that the MAC code Orange had provided was invalid. Sky said I must obtain a valid one.
Orange are refusing to issue a valid MAC code and claim that as the one I was given is still valid, I have to wait until 16th February before a new one can be issued.
I am fuming as I had signed up with Sky on 30th November 2007 and had hoped that I would have been shot of Orange by now.
The whole process has been unnecessarily complicated and Orange has given incorrect information, ie- telling me I MUST cancel with them before I can transfer. Sky warned me not to do that as I would be without any internet connection for a month or more. Also , the whole point of the MAC code was supposed to allow a seamless transfer.
Googling has brought up complaints identical to mine going back several years.
The real shock has been that NONE of the regulatory bodies appear to have the power to do anything about it. My complaints have achieved nothing as they have fallen on deaf ears. What a waste of time and my phone bill!
I feel like I am being held hostage with no way of escape. Help, what can I do?
Thanks. I checked the code on that site and it came up as valid.
So I phoned Sky again where they entered it again and their system rejected it as invalid.
The customer services woman had had the same thing happen when she transferred from AOL to Sky but AOL had issued her with a replacement MAC within a few days.
Orange are still refusing to issue me with a replacement MAC code until the 16th February. I know it is in their interests to keep me as long as possible as they are making money from me, for an increasingly poor service.
I don't know if it is a coincidence but my MAC code letter is dated 16th January - the same date quoted in an email dated 26th January.
"We're making some changes that could mean we may be able to speed up your Orange broadband package. These changes are due to be completed on 16/01/2008 at some point between 8am and 6pm. It'll only take about half an hour, but during that time you won't be able to get online. Sit tight though, we'll email you as soon as it's done."
I'm assuming that whatever Orange has done have resulted in my internet connection now dropping everytime my phone rings. Also people are complaining they cannot get through as my phone is constantly engaged. I've not changed anything at my end so what could be going on??
I really want to be shot of Orange ASAP now but cannot afford to be without an internet connection.
I don't believe Orange could have created a MAC if that process had been started, they would have to wait until LLU had been completed. But it does seem like the validity has been compromised by the LLU process.
I don't know if it is a coincidence but my MAC code letter is dated 16th January - the same date quoted in an email dated 26th January.
"We're making some changes that could mean we may be able to speed up your Orange broadband package. These changes are due to be completed on 16/01/2008 at some point between 8am and 6pm. It'll only take about half an hour, but during that time you won't be able to get online. Sit tight though, we'll email you as soon as it's done."
I think you need to phone and try to convince Orange that the MAC was issued before the changes and that it's now being used after the changes. For sure, this is the reason why it's coming up invalid.
_________________ 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."
When I first emailed Orange to say that Sky had advised that the MAC code was invalid, Orange replied "We request you to confirm with your new provider if they accept LLU MAC codes, if they don't your code will not work as you are on the LLU Network."
So I may well be showing on the Orange system as on the LLU network now but would I have been when the MAC code was issued? It all appears to have happened coincidentally on the same day.
Both Orange and Sky are still holding their corners and saying there is absolutely nothing that can be done, which I find hard to believe.
Does the LLU change-over affect telephone lines? If so, who is responsible for solving the problem of the internet (Orange) and telephone (BT phone line Option 1 with Sky Talk Unlimited) now interfering with each other? I'm getting clicking and other strange sounds on my phone line audible only to my callers. Not to mention the contant dropping of broadband connection and erratic email sending.
Does anyone have a working non 0870 number for Orange?
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Going by your posts its seems you requested a MAC when you was on IPStream then you was migrated onto their LLU system before you used it so now you will need an LLU MAC to give to Sky, so in theory you do have the wrong MAC it really wouldn't hurt Orange ro issue you with an LLU one after all you never requested to be migrated to LLU as its totally messed up your migration.
Read here it explains migration and MAC Code formats
_________________ ex Freeserve/Wanadoo/Orange Blog
I think stevelondon and nhyder are right......but you do need to phone to get this sorted quickly.
Try Customer support - all other packages 0844 873 8586, it's 5ppm
Explain what you think has happened. As the MAC is technically invalid, it can't be used therefore you don't need to wait 30 days before a new one can be issued.
No, unless you changed packages and Orange have taken over the line rental responsibility, but technically the line is still BT's so if anything's wrong with it BT must repair it (between their linebox in your property and the exchange, that is)
I think stevelondon and nhyder are right......but you do need to phone to get this sorted quickly.
Try Customer support - all other packages 0844 873 8586, it's 5ppm
Explain what you think has happened. As the MAC is technically invalid, it can't be used therefore you don't need to wait 30 days before a new one can be issued.
Thanks. I have already tried this tack but it got me nowhere. I have now used their online form and have stated the same argument. It may not get a result but at least it is documentary proof I can use to support a future grievance procedure if it gets that far :- (
I have already tried this tack but it got me nowhere. I have now used their online form and have stated the same argument. It may not get a result but at least it is documentary proof I can use to support a future grievance procedure if it gets that far :- (
This is what really annoys me with OFCOM, they're continually removing their false teeth.
Here is a situation that needs intervention by them because each ISP is digging their heels in.
General Condition 22 was introduced to smooth the migration process and OFCOM being the responsible party for this legislation should be stepping in and forcing Orange to re-issue a new valid LLU MAC code.
This is what really annoys me with OFCOM, they're continually removing their false teeth.
Here is a situation that needs intervention by them because each ISP is digging their heels in.
General Condition 22 was introduced to smooth the migration process and OFCOM being the responsible party for this legislation should be stepping in and forcing Orange to re-issue a new valid LLU MAC code.
When I phoned Ofcom yesterday they were absolutely no help whatsoever. They basically admitted they cannot do anything at this stage and that I have to go through the official Orange complaints procedure first. As you know, all of this involves waiting an unreasonable length of time, bearing in mind the whole point of the MAC code system.
At the end of the day I'm left feeling that Ofcom is a waste of space and I don't understand what the point of it is if it cannot help with this probably typical scenario.
Friends nagged me into contacting BBC's Watchdog TV program, as what is happening to me is so rife at the moment. Still waiting to hear back.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
What makes it so bad is that the original MAC is now totally invalid so they can issue you with the right MAC for you to migrate and they know this but they are just being plain awkward knowing it has messed up your migration therefore keeping you another month.
What amazes me with these larger ISP's you ring their sales line answers within 2 rings they will bend over backwards for you with offers galore once in contract and things go wrong and want to leave things are quite different and they are far from accomodating.
Have you tried the ISPA fill in an online complaints form here sometimes they do help i got my MAC off of Orange through there complaints form explaining it all they will forward it to Orange, if they dont help you at least they will have a log of your complaint.
_________________ ex Freeserve/Wanadoo/Orange Blog
I'm going to see if Orange responds with an acceptable reply. As I have already got an automatic message-received notification, I'm expecting to get a human reply tomorrow.
If no joy, I'll definitely be taking the actions you both recommended.
"We being web support team do not have access to the required systems to generate the second MAC code, hence we request you to contact our
Customer support team on 0844 873 8586 [7am to 11pm, 7 days a week, 5p per minute flat rate] "
Funily enough, having followed that route the first time and having failed to get though to a person within a reasonable wait, I had given up and emailed for the initial MAC code. I received it in a postal letter a few days later.
So, presumably, it is only 2nd MAC codes which cannot be issued via the online request/form system?
Why does it all have to be so unnecessarily complicated and expensive??
I'm now dreading wasting another entire morning at 5p per minute, probably with no result.
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This is what really annoys me with OFCOM, they're continually removing their false teeth.
