Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
What is this fee?
MAC stands for Migration Authorisation Code and it allows you to move between ISPs quickly and with no loss of service. Most of our customers switch broadband suppliers by using a MAC code and therefore will not incur this fee. However, BT charge us for those customers that do leave without a MAC code and unfortunately we have no option but to pass this charge on to those customers. If BT reduce or withdraw this charge at any point in future we will immediately do the same.
How much is the disconnection fee?
The disconnection fee we may charge is currently £15.75 excluding VAT (£18.50 inc. VAT). This may be subject to change but you can check the current fee at any time on our website.
Under what circumstances will I be charged this fee?
The fee may be charged when:
You move to another broadband supplier but don't use a MAC code;
If you have been disconnected because you have fallen behind with payments;
If you or your telephone provider cancel your telephone service as this automatically cancels your broadband service;
If you decide to cancel your broadband contract and do not move to another provider.
If I move house will I be charged the disconnection fee?
You will not be charged the disconnection fee if you move and have subscribed to our broadband service at your new home or where we are unable to provide broadband at your new home.
As far as I am aware, and I've just checked the Orange website, Orange do not apply these charges, and they are not included in the Orange Terms of Use, or the Orange Code of Practice.
I have asked Team Leaders, and Management within Orange, and none are aware that we have brought in these charges.
If this is now the case, could you please direct me to the section which details the above? I can then pass this information on, and receive clarification. Or, if this does not apply to Orange, can you please make it clear which ISP this alludes to.
I want to give the best possible service I can, and I try to keep up to date with all changes, and your assistance would be greatly appreciated Keith
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
We just wanted to let you know about changes to the terms and conditions regarding your internet agreement with Orange. These changes will come into effect from 19 January 2009.
Many thanks for the quick response .. we haven't been informed of these updates yet, although our references are probably being updated as I type.
It's good to see that Orange are informing customers of these changes, however judging from past experience, not all of them will be made aware, as the contact email address Orange have on record is usually the one the customer is given on registration, unless they provide one of their own during signup.
A lot of customers don't inform Orange of any change in their contact email address, also others, when registering click on the option not to receive emails from Orange.
I noticed this section in the link you provided
Quote:
The fee may be charged when
Quote:
If you or your telephone provider cancel your telephone service as this automatically cancels your broadband service;
This may mean that some people will be charged a fee when requesting a MAC code, and this is not used by the gaining ISP, as some do a full migration, meaning they take over the phone line from BT, and this automatically disconnects the broadband without the need of the MAC code.
Some people refer to this process as an 'illegal migration'; this is not the case, it isn't illegal, however it's an instance of where the Migration process fails. Some people switch telephone providers lines without realising this also terminates the broadband. This process is sometimes referred to as 'slamming'.
There are 2 types of migration, 'full' or 'partial'. A Full migration is when the new provider (the gaining IP) also takes over the phone line from BT, in this instance they don't need to use the MAC code, which may be the reason why a lot of accounts with Orange and other providers remain open, as there is no process in place to inform the losing IP; and a Partial migration where only the broadband is transferred. To avoid any confusion in possible termination/migration fees, I would advise people either changing phone providers, or changing ISP's, to determine exactly what is being terminated and what processes are being used to complete the termination.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
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