Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
What happened with me is after i contacted the ISPA who got me my MAC off Orange i had a letter off a so called Orange Customer Relations Specialist (of which when i saw that title i collapsed laughing) stating that my ISPA complaint had been passed to her and that after my migration to my new provider was complete and connected with them to ring her for her to cancel my account, to which i did i dont know about the months money as they owed me money due to crap service.
Hope your changeover goes well after all the trouble you have had.
_________________ ex Freeserve/Wanadoo/Orange Blog
I shall believe it when I see it, of course, and currently regard my Sky Broadband as a Shroedinger's Cat!
Like it !!!
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.
General Condition 22 (Annex 1) A1.22b states "Where the Communications Provider provides Broadband Network Services, the Communications Provider shall also ensure that it:
notifies the Communications Provider who formerly provided the Broadband Service of the date that the transfer has been effected to another Communications Provider"
Does anyone know when the 30 days notice will begin?
From the actual Migration Date
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?
Yes, I would even though A1.22b above states it's not your responsibility.
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!
Definitely, we should all write to our MPs demanding an improvement in the wording/clauses of GC 22 and its Annex
Just to let you know my Sky Broadband finally went live yesterday. I've still got a few teething problems mainly to do with line speed, but at least I'm not losing my connection every few minutes like I had been with Orange.
I'm making sure that I have written confirmation of my account cancellation to Orange. What is the betting they'll continue to take direct debits AFTER the 30 day period of notice? I'll be sure to report back if they try to do that.
Sadly I think the moral of this story is to have a recommended named individual in an organisation (Ofcom) who can personally deal with the issue, rather than attempting to deal with the organsation as a general body.
Thanks for all your helpful advice over this thread and hopefully other people will read and learn.
Well, Orange didn't accept my written confirmation and emailed back saying I had to phone it through. So one 10 minute call on their 0844 number later, I should hopefully have just one more DD payment left. The final payment is due on 8th March, my previous £17.99 having gone out on 8th February.
They WOULD have continued to bill me indefinitely had I not phoned them. It seems that cancelling your broadband service with them is a separate process to cancelling your contract with them. The Orange customer service man says that I am still receiving broadband from them and it shall be cancelled in 48 hours. How strange, I really thought that my broadband was now coming from Sky (since 20th February).
Even stranger, from this morning, my broadband line has started to drop and reconnect. This used to happen with Orange at weekends, so maybe I AM still with them. Hmm, could be interesting to see if I still have a broadband service at all from Monday!
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
You are the third person i know that they have said this to and insisted that they were still with them when they wasn't, either they are trying to pull a fast one or they are incredibly stupid not to know whos on their network or not.
_________________ ex Freeserve/Wanadoo/Orange Blog
The Orange Provisioning Team check the BT Tags On The Line system to determine which isp has the tag (marker) on the line. If that system shows that it is no longer an Orange connection they telephone BT, and confirm the date of the switchover. The account details are then passed to the Prov Ops Team (an admin dept) who apply the 30 days deferred cancellation notice. This process generally takes up to 48 working hours to complete. If the 30 days has already expired they do not apply the 30 day cancellation, but close it and refund any excess monies that the customer has paid.
They can only telephone the BT department betweem 9am and 6pm weekdays, and 9am to 12 noon Saturdays.
The gaining ISP is supposed to inform the losing ISP of the succesfull switchover, this is not always done, particularily if the the gaining ISP is using LLU.
Unfortunately there is no set rule regarding informing losing ISP's when the migration is on an LLU line. The majority of Sky migrations are on LLU and they don't appear to inform the losing ISP of the succesful migration.
There are also problems with Full Migrations ie the new provider takes over the phone line and the broadband, as they generally complete the switchover without using the MAC key. The main providers that do this are Tiscali and TalkTalk, and often the customer has approached them for a new telephone line, and has no idea that because the telephone line will no longer be a BT line, that they will lose their current broadband connection.
There is a problem with the BT Tags On The Line checker at present, and the information there is often incorrect, as it is not always synchronised with their Siebel system. This can result in customers saying they have migrated and the losing ISP insisting they are still on the line.
I advise anyone that does migrate to call Orange following the succesful completion of the migration and then they can have the 30 days cancellation notice applied to the account.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
Me again. Guess what? Orange DID try to continue to take money from me after my contact period was over.
A few days ago I got an email from them linking to my account page. This showed:
"Payment outstanding ----- £0.00.
Total to be automatically collected on 26/03/2008 ----- £0.00".
So I ensured I printed Orange's statement page in case they subsequently b***ered about, then I deleted Orange from my Direct Debit list.
BUT In the past hour I have received another email warning that as they cannot collect their payment I will incur a £5.00 late payment charge!!!
I want to ignore it as I cannot afford to keep phoning their expensive Customer Services line - those 0870 and 0844 numbers pushed my last phone bill through the roof. I do not want to be tricked into reactivating my account with them in order to use their online form either. What do you reckon? Is it safe to ignore? I certainly don't owe them any money!
Hi,
What happened to Imurtail is happening to me, now(since 31st May) I have been given two MACs(5days apart) both invalid according to Sky.Ofcom has advised that Sky get them from Orange but FAT CHANCE.I also feel trapped WHAT CAN WE DO?Contacted WHICH? WAtchdog even DOM but nothing.HELP me escape,PLEASE?
Hi,
What happened to Imurtail is happening to me, now(since 31st May) I have been given two MACs(5days apart) both invalid according to Sky.Ofcom has advised that Sky get them from Orange but FAT CHANCE.I also feel trapped WHAT CAN WE DO?Contacted WHICH? WAtchdog even DOM but nothing.HELP me escape,PLEASE?
I believe there are only 2 reasons for an incorrect MAC code being given :
1. Incompetence in the transfer of the code from the BT system via Orange to you. That is a digit has been incorrectly quoted to you.
2. When the MAC code was generated, your connection was being changed from non-LLU to LLU.
I believe there are only 2 reasons for an incorrect MAC code being given :
1. Incompetence in the transfer of the code from the BT system via Orange to you. That is a digit has been incorrectly quoted to you.
2. When the MAC code was generated, your connection was being changed from non-LLU to LLU.
Our knowledgable friend is correct in both cases.
1. The 'incompetance' may be caused by articulation/clarity. MAC codes use alphanumeric charcters and a mistake could be made by any of the parties mistaking for example 'M' for Michael instead of 'N' for November, or the letter 'o' for the numeral '0'
(This is one of main reasons why Orange send the MAC code out via email, although if you call them they will verbally confirm the code that was issued)
2. Any work being performed on the line will immediatley invalidate the MAC code. This includes switching from ADSL to LLU, or being in the process of a house move, or a speed regrade. A clear line is needed for a successful migration.
BT generate the MAC codes for all ISP's (except cable operators and Kingston Communications) and there have been a 'few' problems over the last couple of months with incorrect codes being generated for all ISP's.
I won't resort to naming individual ISP's, but some will not accept LLU MAC codes, and often say they are invalid, as they have to pay BT a fee for carrying out the switchover, and it is not always viable financially. There is a link on the PlusNet site which mentions this.
http://usergroup.plus.net/tisc...280706.php
Quote:
Are these MAC codes widely accepted by other ISP's?
Yes, although it will be up to the ISP in question as to whether or not they will accept the code as they take a different format to those generated on an IPStream service. The gaining ISP will have to pay a charge for a new connection to BT Openreach/Wholesale in order to use the MAC, which means some ISPs may refuse to operate this process.
Do LLU MACs allow migration to other LLU providers?
Yes, they allow a transfer to any ISP that accepts LLU MAC Codes. The gaining provider may charge for this service
A few ISP's will charge the enduser (new customer) this fee.
Another problem can occur because the MAC code has expired (they only last for 30 days) although the OP states they have been given 2 MAC codes since 31st May, so if either are in the correct format, and no work is being performed on the line they should still be valid.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
Thanks Apollo & borednow(so am I) My frustration has made me post this twice. Both my MACs were checked via e.mail as correct(Orange) but not Sky.Regards LLU no idea the first letters of my codes were LEN ??
Ofcom are supposed to contact Orange for me by today BUT !!!!!!
Shall,I just cancel and wait 30 days??
Regards,Paul
Peel me of Orange Scotty
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