Will my freeserve email account still be accessible, as I want to ensure I have migrated all e-mail properly
How do I actually cancel my account. Can I do it online? I am outwith the 12 month period.
Finally who do you think I should change to. I would want fast 8Mb with no limit and cheaper than Orange - currently paying £17.99 for 2Mb spped and 2Gb limit.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi
If you dont want any downtime do NOT cancel ask for a MAC code you give that to your new chosen ISP, if you cancel you can be without BB for up to 4 weeks and may be charged a reactivation charge.
Go here you can check the ISP ratings and customers reviews it will give you some idea of whos good and who isn't.
Good Luck
_________________ ex Freeserve/Wanadoo/Orange Blog
21.3 In order to transfer your Service to a different provider you need to request a MAC Code from us that you should give to your new broadband provider. You can request to receive the MAC Code by email or letter. We aim to provide the MAC Code to you within 5 working days of your contacting us. A MAC Code expires after 30 days of issue. We can only provide a new MAC Code once the previous one has expired. The request of a MAC Code does not immediately cancel your account.
21.5 When you terminate your Agreement and after the Minimum Period has expired the termination is subject to 30 days’ notice that will be applied to your account when the MAC Code is used. Further details about MAC Codes are available here: orange.co.uk/time/
What does this mean?
After I request the MAC and my service is transferred, do I have to give 30 days notice to Orange in writing. Can I then stop my payments to Orange?
OR
Is just requesting the MAC and transferring the end of my contract with Orange?
Can I still use my old freeserve email account after I switch?
As it says once you use a MAC 30 days notice is applied and then the account cancelled. If you're still within contract I believe it's immediate when used but you then have to pay the remaining fees.
As for email, the account reverts to a dialup account so email will work. After 219 days it'll suspend and shortly after close if you don't dialup or reactivate online.
You'll be able to receive but not send email (except through webmail), sending requires you to be on an Orange connection.
Only the livebox is requested back. If you have a speedtouch it's yours to have gather dust somewhere or try and con unsuspecting people into thinking it's your new extra large mouse.
Joined: 04 Aug 2006Posts: 32Location: London (Paddington Exchange)
Elhana wrote:
As it says once you use a MAC 30 days notice is applied and then the account cancelled. If you're still within contract I believe it's immediate when used but you then have to pay the remaining fees.
Hi all,
Just a few days ago I migrated to Be* Broadband. Orange's MAC code was accepted by Be*, the migration was successful and I am already connected to Broadband with my new ISP.
Problem is still with Orange who I fear they will keep debiting my bank account as I have just been on the phone with Kushboo @ Orange Customer Services who told me that they have no record of me having ever used their MAC code.
She's also said that:
"Orange needs to contact BT in order to confirm that their MAC code has been used in order to close your account and Orange cannot do so until tomorrow morning as BT is closed now. Please call tomorrow again from 9am".
Asked her why would they need to contact BT, that they should know the moment the MAC code has been used to what she replied that "It is standard procedure to contact BT and right now your account with Orange remains activated".
Previous to this, yesterday to be precise, I did fill Orange online form to let them know that:
"This is to inform you that on the 2nd February 2008 I have used the Orange MAC code you provided to me which has already been accepted by the new ISP in order to transfer broadband services.
The migration has already taken place and broadband services with my new ISP is already up and running therefore I declare that I have terminated all sort of business with Orange Broadband complying with the contractual 30 day notice established by Orange Broadband.
Kindly confirm to me by return email that you will no longer attempt to debit my bank account as Orange Broadband service has now been terminated and previous bills are fully paid as usual"
Orange reply has been truly dissapointing:
"Thank you for your email. We understand your concern. We have searched through our online help to find the best answer for you. Follow the link below for help:
http://help.orange.co.uk/sessi...nId=kb1868
If you have any further queries then please do not hesitate to get in contact with us again. Kind Regards,Ashish".
I do have the impression that Orange is trying to con me by keeping my BB account open with them and keep direct debiting my bank account.
I am very tempted to go to my bank and cancel the direct debit with Orange as I do not owe nothing to them and I am already conected to my new ISP but I fear that they may try cancel the MAC code validity as I am still within the 30 day notice.
I'd appreciate if I could get advice about cancelling the direct debit with Orange please,
Would also appreciate if you could let me know about a proper email address so I can keep proof of what I sent to them. Unfortunately the online form does not let me keep a record and Orange's reply by email does not show my original text sent to them.
Many thanks in advance.
_________________ Ex Orange/Wanadoo/Freeserve customer, now on Be*
Joined: 04 Aug 2006Posts: 32Location: London (Paddington Exchange)
Hi Steve,
Will definately do so, many thanks!
Best regards!
Edit: By the way, I've gladly found out that when I did fill in the online form, on Orange email reply my original text appears (big relief) so I will keep it as proof that Orange is well aware about having my account cancelled with them.
_________________ Ex Orange/Wanadoo/Freeserve customer, now on Be*
Joined: 04 Aug 2006Posts: 32Location: London (Paddington Exchange)
Elhana wrote:
As far as I know it can take a few days for the confirmation to go through. I believe they check every fews days but no idea at what interval.
Thanks for the info Elhana.
I have now stopped my Direct Debit and also sent another email to Orange which did not resolve anything but probably has made some effect as I've just been on the phone with Customer Services and the lady I was on the phone with knew what she was doing and followed the correct procedure.
That was also thanks to one of your posts Elhana, found on another thread, which says:
Quote:
Anyway the general process if you want to call and get it sort is:
Call and say you've migrated but your account is still open. Request they confirm through Specialist Provisions that the line is no longer oranges. Once that's confirmed it should get easier to get the account closed.
So I told her that I have already migrated and the line was no longer Orange's. No need to say anything else as Mansi (Customer Services agent) said straight away that she would check with Provisions Team and so she did but it seems that it was too late today and asked me to call back tomorrow Saturday betweeen 9 and midday. She's put notes in the system about this and told me that she could see that I've sent 2 emails to them (good!) but no record about my previous phone requests (shameful!).
So, will call back tomorrow morning and will keep you updated on the progress.
Thank you very much again.
_________________ Ex Orange/Wanadoo/Freeserve customer, now on Be*
So I told her that I have already migrated and the line was no longer Orange's. No need to say anything else as Mansi (Customer Services agent) said straight away that she would check with Provisions Team and so she did but it seems that it was too late today and asked me to call back tomorrow Saturday betweeen 9 and midday.
Joined: 04 Aug 2006Posts: 32Location: London (Paddington Exchange)
Another dissapointing response from Orange I'm afraid...
To cut it short, did get through to them on Saturday 23rd at 11:45am and a lady called Mansi said it was too late after putting me on hold for a couple of minutes . I told her that it wasn't midday and asked her to contact Provisions. She put me on hold until exactly midday just to tell me that provisions could not get through to BT and it was already closed and that I should call again Monday to Friday between 9am-5pm or Saturday between 9am-midday.
In the meantime, Orange have sent me an online billing for what it should have been next payment and I can only guess that they will attempt to debit my account. Hope they won't succeed as I have already cancelled the DD with them.
It has now been more than 3 weeks since I used the MAC code and nearly 2 weeks since I got online with the new ISP.
Just a couple of questions if I may:
1) Could you please advise me if, at this stage, should I report them to ISPA and OFCOM?
2) The migration date is the date when I used the MAC code or when I got connected to my new ISP Be* Broadband?
Thanks very much.
_________________ Ex Orange/Wanadoo/Freeserve customer, now on Be*
Well you could report them if you like however it's the right process to check it's migrated and unfortuantly it can be common to be in queues to get hold of BT at times.
As for the migration date, thats the day the changeover occurred, not when you used the MAC.
Joined: 04 Aug 2006Posts: 32Location: London (Paddington Exchange)
Elhana wrote:
Well you could report them if you like however it's the right process to check it's migrated and unfortuantly it can be common to be in queues to get hold of BT at times.
As for the migration date, thats the day the changeover occurred, not when you used the MAC.
Thanks Elhana.
I have called them twice again today first thing in the morning:
First call - The guy who I was speaking with cut the call while I was on hold. Never had a chance to take his name, I only picked an indian accent on the other side of the phone and that's the most I could get.
Second call - A lovely lady called Lucy took my call and it only took seconds for her to tell me that she would check with Provisions to check the line status. Just after a minute being on hold, she gets back to me confirming that the line is no longer Orange's and gave me the exact date the migration took place. She also confirmed that no balance was showing on my account. Perfect!
Then Lucy told me she would take care of closing my account with Orange today.
By the way, I have just received a call on my mobile from someone claiming to be working from Orange and asked me to give her my security details in order for her to proceed with a query she had.
I had to be sure that was not a con hence asked her how did I know she worked at Orange and had no time to ask her for an extension to contact her through Customer Services as she instantly replied that she could not carry on with the query as I was not providing her with my security details and she put the phone down on me straight away. Very odd indeed.
Anyway, I hope this is the end of it.
Once again, thanks a million to Elhana and stevelondon to your great support!
_________________ Ex Orange/Wanadoo/Freeserve customer, now on Be*
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