I'm now dreading wasting another entire morning at 5p per minute, probably with no result.
Here goes, yet again!
But if it gets the problem sorted, it's worth spending the (small) amount of money and the time........because the end result is that you will be rid of Orange !
Fortunately the call only lasted 6 minutes this time. At one stage it even looked like she was going to issue me with the MAC code. But NO, after returning from putting me on hold, she said I have no option but to wait until 15th February. I think I stated the LLU changeover arguement and the invalidity of the MAC code as effectively as humanly possible but it did not matter to them. Its been like arguing with bl**dy cyberman!
I demanded to speak to someone higher up and she refused that too and said I must write to their PO Box 486 address based in Rotherham. If I knew where the building was I would say I am very tempted to physically go over there and make a scene. Unfortunately I am so very angry at this moment, I'd probably end up doing something which would get me arrested :-{
The bottom line is I shouldn't have to be spending hours of wasted time chasing this up. I'd have thought the legistation is there precisely to protect customers like myself. This simply should not be happening!
Borednow, I'm off to email that Ofcom chap now. Thanks for the recommendation.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Its situations like this that Orange do not do theirselves any favours its disgraceful and amazing that they are still getting away with it.
Now if you was calling to order broadband off em then you would here politeness when leaving its completely different.
You have a fortnight to wait and your on your way
_________________ ex Freeserve/Wanadoo/Orange Blog
The bottom line is I shouldn't have to be spending hours of wasted time chasing this up. I'd have thought the legistation is there precisely to protect customers like myself. This simply should not be happening!
Especially when you have followed the correct procedures.
Have you contacted the ISPA as suggested by Steve ?.....it's certainly worth a try then at least you know that you have tried all the available routes to resolve the problem.
I am just amazed and disgusted that the legislation is there and it's not being implemented.....just what is the point ?
This morning I received 2 letters from Sky and am now throroughly confused!
Both were dated 26th January and one states "As you requested, we have issued you with a Migration Authorisation Code (MAC) for your Broadband Base." The MAC code on the letter is the one which Orange gave me. Err, why and what could this mean??
Sky's other letter is a confirmation of the order of the Sky Broadband box. I have an identical letter from them dated the 9th January. No equipment has arrived yet.
To me it looks like Sky's system is sending out computer generated letters for the sake of it. That MAC code letter, for example, makes no sense at all! Horrible impression that something has cocked up somewhere and it could be Sky.
I'm going to phone Sky later and ask what is going on, of course. Just as well I have found an alternative to their 0870 number!
Borednow, I emailed the Ofcom person you suggested but never had a reply. Do you know if he is still working for them? Thanks.
I now have 2 weeks more to wait before Orange will issue me with another MAC code. It had better be a valid one this time. It looks like waiting is the line of least resistance as all my calls to customer services and regulatory bodies unfortunately achieved nothing. Even Watchdog didn't get back to me but then they are probably inundated with all sorts!
Borednow, I emailed the Ofcom person you suggested but never had a reply. Do you know if he is still working for them? Thanks.
Yes, to my knowledge. If you didn't get an "out of office" back then he's probably fired it through to someone who is better placed to assist. I've always had a response either from him or the person that he has nominated.
As I never received even an out of office reply, I suspect he may not have received it. This happens frequently with my Orange emails and is the main reason I'm trying to leave them.
Ofcom received my email this time and one of that chap's colleagues sent the following encouraging reply. I've posted bits of it here for anyone else in the same situation.
"I was sorry to learn of the problems you have experienced with Orange Broadband, I fully appreciate the frustration and inconvenience that has been caused and I can confirm that a record of your complaint has been made here at Ofcom.
You may already be aware that as of 14 February 2007 under General Conditions 22 of the Communications Act 2003, service migrations will require broadband providers to supply consumers with a MAC upon request and free of charge.
Further information can be found at the following link:
Due to the circumstances and in and an effort to assist I have contacted Orange Broadband on your behalf. I have asked for this matter to be looked into and that you are then contacted directly."
I'm now dreading wasting another entire morning at 5p per minute, probably with no result.
Here goes, yet again!
But if it gets the problem sorted, it's worth spending the (small) amount of money and the time........because the end result is that you will be rid of Orange !
Destoveke writes: -
I am in same position as lemurtail with regards invalid MAC code. Wanadoo say it is correct. Sky say it is not. Offcom fisrtly would not help at all and said it was not for Wanadoo but Sky to do the leg work and sort it out. Sky say they can not do this as it is against the Data Protection act.
I go back to Offcom who insist they will not / can not get involved in individual cases.
I tell Offcom that I have just read this site and noted that they have involved themselves in individual cases.
Offcom then say they will write an email to Sky as a goodwill gesture. (So thanks to this Forum they suddenly now can write)
I ask Sky what do I do if Wanadoo keep giving me MAC codes that do not work. They say only option is to cancel completely, be without broadband for twenty days and use dial up in the meantime.
I question that all Offcom can offer me is to take a 3rd class method and they then want to end the conversation saying they have spent too much time talking to me already. That really takes the biscuit when I have wasted days and days on the telephone over this !
I set down official complaints with Offcom about all these matters and more and to question the purpose of Offcom.
I ask where I can obtain information as to how many other people are in the same position as me? Offcom say that it is not possible I get hold of such information.
My feeling is that it appears there are many matters which need sorting but Offcom are not acting either quickly enough or perhaps not at all. There is no transparancy so how would we know ?
I think I have a result! This morning I received a letter from Orange's Executive Office generated in reponse to my recent correspondence with Ofcom.
It gave me a new MAC code which is valid until 7th March. I submitted this to Sky where it has apparently been accepted (I asked several times "Are you sure it is valid?" and Sky said "Yes, definitely"!) and my order has gone through. I should be receiving my Sky equipment in around 5 days and be up and running in 15 days.
I shall believe it when I see it, of course, and currently regard my Sky Broadband as a Shroedinger's Cat!
If the Broadband transfer fails now, then the ball is in Sky's court.
Sky has advised I must not personally cancel my Orange Broadband as that is automatically taken care by the MAC code system and will, in fact, jeopardize the transfer. However, Orange is quite insistant that I must personally cancel my Broadband and that I must give 30 days notice. Like any customer in this situation, I admit I am confused. Could somebody clarify which is the correct course of action? I have a sneaking suspicion that I am going to end up with Orange continuing to take Direct Debits long after I have ceased to be their customer.
Does anyone know when the 30 days notice will begin? Will it be automatic from the date that Sky takes over my broadband? Should I write to Orange on that date and ask them to cancel my Contract to be absolutely sure?
Incidentally a money saving tip for Destoveke and others, you can phone Sky customer services on 01506 421 705 and avoid running up 0870 phone costs. Believe me, it saves a fortune when you are caught up in this ridiculous situation!
The industry definitely needs to get its act together and stop pretending that the customer protection is there when, as demonstrated by Destoveke's and my experiences, it clearly is not!
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