hi all, i just want to clarify some issues before i get back on to Orange, a few days back i called up Orange stating i needed a MAC code. Everything seemed to have gone through smoothly. Requested for an email to recieve my MAC but then they sent me this reply...
"Hello USER,
We were sorry you decided to leave Orange Broadband.
We haven’t been able to give you a MAC code (Migration
Authorisation Code) for your new supplier because your broadband
contract with us has already finished. Once a contract has ended, we
can’t give you a MAC code.
To get broadband from a new supplier, all you need to do is call them
directly and they’ll start a new registration process for you.
If you have any further queries then please do not hesitate to get in
contact with us again.
Kind Regards
Broadband Support
REF:WOOBB"
As of right now, im still paying Orange and recieving their service...
Is it not possible that i recieve a MAC code from them? As im technically still a customer?
Well as you are paying Orange for a service that they are providing to you then it is their mistake sending you that stupid email.
They are beyond incompetent!
It's apossibly a way of stalling you or maybe they are just oblivious to the fact that you are a customer.
Either way they have to provide you with a MAC within 5 working days by law after you request.
One option is to ring them and remind them of the law so they may wake up.
If you still go round in circles then report them to OFCOM who should get things moving.
Also mentioning the fact that you will be taking it to OFCOM, when you speak to them, may wake them up too.
I would ignore the disgruntled poster above; they just have a bee in their bonnet
First thing is first, if you are still using Orange's service then you are still being provided with an Orange line (obviously). Now, onto the more complex things...
When you requested the MAC, did you do it via e-mail or via phone? If you did it via e-mail i'd suggest calling them as a CSR can verify if your account is open or closed within about 5 seconds of you passing DPA.
If your account is closed then your line will have been ceased and you will not be able to get a MAC. If you ever received an e-mail in the past stating you are being 'migrated' then there is a possibility that there has been an error in the switch over. This can be caused by mapping issues or BT Openreach systems showing that there is an LLU service on the line but the circuit ID (the first part of the MAC you receive) does not match the records they have, therefore a MAC cannot be generated as all MAC requests are generated through Siebel or Siebel OR (both BT systems might i add). In this case getting a MAC can be time consuming but it is covered in OFCOM's rulings of reasons why a MAC cannot be given.
To sum up what you should do...
1) Call Orange and request to cancel, you'll be put through to Customer Care
2) Ask the CSR about the e-mail you received and possible reasons why it was sent
3) If you feel you are reaching no conclusion, request to speak to a team leader, they are no better than the agent but it is the internal procedure
4) If the TL cannot figure it out then request to speak to Escalations, they will resolve the issue for you and tell you what has happened, if they cannot then you can speak with OFCOM / ISPA if you wish but don't allow people to cloud you with false hope, the likely involvement of OFCOM will do nothing but get your line ceased anyway and you'll be offline for near enough a month
Just be aware that MAC's are generated using BT systems, not Orange ones and if the BT system cannot generate it then you will have no choice but to request immediate closure of your account. Orange cannot apply 30 days notice to an account that cannot have a MAC generated, they have to either get BT to update their systems or close the account with immediate effect.
Hi there, I work for Orange and might be able to help.
Liquid has posted an excellent reply and has pretty much covered everything.
If you would like to me to investigate a little further for you, please send an email to customer.services@orange.co.uk, including your contact details and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
Hi there, I work for Orange and might be able to help.
Liquid has posted an excellent reply and has pretty much covered everything.
If you would like to me to investigate a little further for you, please send an email to customer.services@orange.co.uk, including your contact details and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
Kind regards,
Jonathan
Response Team
I'd refrain from posting here if you work for Orange within their Call Centre in Middlesbrough or Rotherham; they frown upon CSR's openly using this forum. It can cause a conflict of interest between those that genuinely know how BB works and those that think it is all just Orange's fault (what little they know).
I'm not telling you off by the way Feel free to continue your support, just be prepared for a backlash; you know what managers can be like
I'd refrain from posting here if you work for Orange within their Call Centre in Middlesbrough or Rotherham; they frown upon CSR's openly using this forum.
If Jonathan is his real name and he works in the team that he states then I would guess that Orange management are aware of the "unofficial" assistance being offered on this forum.
At this time they need all the help they can get to slow the customer haemorrhage that endangers their UK broadband presence.
I just find it very odd that Orange have set this team up using agents that are not part of their standard technical support team within the UK.
I'd be interested to know which call centre they operate from considering there is only 1 UK based residential technical support team and that is in Middlesbrough. Their Customer Care Tech team is only there as part of a callback team and Rotherham are only Customer Support and Escalations with the odd few Execs’.
As far as i am aware the e-mail address you give is a standard address that gets replied to by the agents who handle the e-mail (which are based in India).
Interesting however if they have set this team up, certainly hope it doesn't interfere with the few agents that are actually good at what they do
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