hi there i've been a wanadoo/orange broadband customer for a few years and i've desided to leave to join Sky so i requested my MAC code from Orange. a few days later i got a letter from Orange which i'll put here
hello user
we're sorry to hear that you want to cancel your Orange broadband service.
At this point, we'd normally send you a MAC code. unfortunately we can't send you your MAC because it appears that there's no active Orange broadband sevice on your telephone number.
this could because there's an issue with your BT phoneline, maybe the account holder's changed or there's been a billing problems. this in turn means that your broadband service isn't active on your telephone line right now.
phoned Orange after i got this letter to be told i won't get it untill the 22nd june the same day that Sky is mean't to take over. also i'm still getting a my broadband so i don't understand why they are saying that the broadband service isn't active when it is
so i was just writing this to see if anyone can help me?
All you can do is phone again and make sure you are speaking with a UK office.......competence and knowledge is fairly low level in the "off-shore" call centre.
Have you started the changeover process already with Sky ?
If so then that's the cause of the problem. You should get the MAC code then give it to Sky with the order for the package that you want, nothing should happen until then.
If Sky have started the process with BT then you could have a problem.
I don't know, but I believe effectively you won't be able to migrate using a MAC code but will need to cancel the Orange broadband contract to enable their marker to be removed from your line so that Sky can connect their broadband. This means that you might be without broadband for perhaps up to 2 weeks.
Hi there, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, 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.
It's worth reminding Orange that they have to give a MAC code within 5 working days BY LAW.
Andy
Please show me the LAW which states this?
I know what you're getting at, but it's not LAW.
Also, if a cease is going through as is clearly the case with the OP, no valid MAC code can be given as the cease will complete before the new provider can activate their service with a MAC code, rendering the whole migration process redundant.
cosmicdance, if you cannot provide accurate information, why bother providing any?
if your still having problems with Orange contact ofcom and get them to look in to it.
i am glad i left the Orange jokers almost two years ago when they screwed up the llu and really messed up my net connection.
they even had the cheek to tell me my mine would not support anything more then 2 meg.
i am on ADSL2+ with BE* and my speed remains 12meg down and 1.3 meg up its not changed since the day i left Orange and moved to BE*
if your still having problems with Orange contact ofcom and get them to look in to it.
i am glad i left the Orange jokers almost two years ago when they screwed up the llu and really messed up my net connection.
they even had the cheek to tell me my mine would not support anything more then 2 meg.
i am on ADSL2+ with BE* and my speed remains 12meg down and 1.3 meg up its not changed since the day i left Orange and moved to BE*
That's Ofcom. That's now LAW.
Mac Code's cannot be given if there's a cease. Reporting any ISP to Ofcom because they can't give a MAC Code due to this reason is pointless, but go ahead, waste your time.
ADSL/LLU is not that same as ADSL2+. You're comparing Apples, with ORANGEs.
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