DSL Connection

Link Information

Uptime: 0 days, 2:45:40
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,338 / 12,057
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 18.5
Line Attenuation (Up/Down) [dB]: 11.5 / 24.0
SN Margin (Up/Down) [dB]: 6.0 / 6.0
Vendor ID (Local/Remote): TMMB / BDCM
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 1 / 43,531
CRC Errors (Up/Down): 1 / 64
HEC Errors (Up/Down): 463 / 51

Hi,

Thank you for your email.

We're sorry to hear that you've decided to leave Orange Broadband. Your
new provider will ask you for your MAC code (Migration Authorisation
Code), which is: ***********/*****

So this is what happens next:

1. Get in touch with your new service provider and give them your MAC
code. While they're moving you across, you can carry on using your
Orange Broadband service as normal.
2. Your new service provider will contact us to let us know they've got
the code
3. We'll then cancel your Orange Broadband account, which will take 30
days if your minimum contract period has ended

Here are a few things you should know:
- The MAC code we've given you is valid for 30 days, so it expires on
04/09/2008. If you don't pass it to your new provider before then you'll
need to contact us again for a new one.
- There's no need for you to cancel your Orange Broadband contract, this
process will automatically cancel it. If you do cancel the contract your
MAC code may not work any more. That means you'll need to start the
registration process from scratch with your new supplier, which could
take longer.
- If you've already asked to cancel this Orange Broadband contract, this
MAC process will override that request, so we won't be cancelling your
contract. Instead, when we hear from your new supplier, your service
will transfer over to them.
- If you're moving before your minimum contract period has ended, you'll
still need to pay us for the remainder of your contract.
- If you change your mind and decide to stay with us, you don't need to
do anything, your MAC code will just expire after 30 days.

It's a pretty complicated process, so if you've got any questions just
give us a call on 0844 873 8586 (or 0844 871 0079 if you're on our Home
or Broadband Starter package).

Thank you,


Orange Customer Services

Calls to these 0844 numbers cost 5 pence a minute from a BT land line,
Orange Home Phone or your second phone line (if you have one). Calls
from mobiles and some other networks may cost more. Calls may be
recorded for quality assurance purposes.

Please don't reply to this email. Call us on the number above instead or
write to us at Customer Support, PO Box 486, Rotherham, S63 5ZX.


If you have any further queries then please do not hesitate to get in
contact with us again.

Kind Regards
Hafeez
Broadband Support
REF:WOOBB

Technical support - Broadband Starter and Home Starter (including new
wireless router) 090 5050 5151.
Lines are open 24 hours a day,7 days a week. Calls are charged at 50p
per minute from BT land lines; calls from mobiles and some other
networks may cost more.

Technical support - second line and Livebox 0844 873 8586.
Lines are open 8am-11pm,7 days a week. Calls are charged at 5p per
minute from a BT landline.

Technical support - Mac OSX users 090 5050 0300.
Lines are open 24 hours a day,7 days a week. Calls are charged at 50p
per minute from BT land lines; calls from mobiles and some other
networks may cost more.

Technical support - all other packages 0844 873 8586.
Lines are open 24 hours a day,7 days a week. Calls are charged at 5p per
minute from a BT landline.

Orange Home UK plc is a subsidiary of France Telecom SA. Our registered
office is at: Verulam Point, Station Way, St. Albans, Herts, AL1 5HE,
and we are registered in England and Wales, as Company No. 3014367

Just tell Orange to cancel your account immediately they are ridiculous, they seem to do this a lot they are incompetent beyond belief.

If you have annexe M enabled you always sacrifice some download speed for upload.

Also i spoke to Orange tonight (6.25pm) to double check that my account is being cancelled & when i can cancel the direct debit. Was told that o2 (now Sky) or BT have not been in touch with Orange to confirm that I've migrated/switched provider so they can't close the account & was told to phone back tomorrow before 6pm (when BT are contactable) so they can contact BT to confirm (while im on the line) that i've migrated.

Is this normal? Why when the MAC is used does this not automatically tell Orange to cancel the account?

In my case they went out of their way to make things awkward for me cutting me off the fone gigling cos i was asking why my MAC hadn't arrived then telling me hard luck you will have to wait.

3 weeks that went on for and cost me a fortune in phone calls until i filled in an online complaint form on the ISPA site, i had an email off them within an hour to say i would be hearing from Orange soon, within 2 hours my MAC arrived in an email.

It seems by the reports that they are losing customers in droves that people have had enough and about time too.

So my betting is they are being plain awkward, i don't know of any ISP that disputes wether you are with them or not, although nothing suprises me with their support plus its revenue for them keep making you call back to get it sorted.

Give the a time frame to sort it or you will report them to the ISPA and Ofcom.

This is normal procedure if a customer calls before Orange have received confirmation from BT or the gaining provider (o2 (now Sky) in this instance).

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 admin dept who apply the 30 days deferred cancellation notice. 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. A confirmation email is automatically generated and sent to the customers contact email address when the account is closed.

Orange can only contact BT between 9am and 6pm weekdays, and Saturday between 9am and noon