'The main thing to know it DON’T just cancel your broadband connection with your existing provider (I can not stree this enough) - instead ‘migrate’ using the MAC system and you will save yourself a lot of agro. Instead, let your new ISP do everything for you – just ring up your existing ISP and ask them for a MAC code (they have to give you one by law). The MAC code lasts for 30 days after it has been allocated. You need to switch broadband provider in this 30 day window or apply for a new MAC code from your existing internet provider.
Refusal to issue a MAC
A1.11 The Communications Provider shall only refuse to issue a MAC to their End-User if:
the Communications Provider has, by taking reasonable steps, been unable to validate the identity of the person requesting the MAC as the End-User;
the Broadband Service contract has already been terminated;
a MAC which is still within its MAC validity period has already been requested and issued by the Communications Provider in relation to the Broadband Service; and the Communications Provider has already submitted a Cease Request for the Broadband Service; and
the Communications Provider is unable to obtain a MAC from a Broadband Network Communications Provider.
A1.12 Where the Communications Provider is unable to, or refuses to, provide a MAC to the End-User, the Communications Provider shall provide the End-User with a clear explanation of why the MAC has not been provided
If, as the previous posts suggest, that Sky have already commenced work on the line then the BT Siemens systems will be unable to create the MAC code, and the end user would need to call Orange and ask them to cancel the broadband service. If this is the case then a 30 day cancellation will be 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
It appears that Orange have followed the correct procedures as per Ofcom
Quote:
Refusal to issue a MAC
A1.12 Where the Communications Provider is unable to, or refuses to, provide a MAC to the End-User, the Communications Provider shall provide the End-User with a clear explanation of why the MAC has not been provided
If you look at the original post by therock001 he/she says that Orange stated
Quote:
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 was clearly incorrect as therock001 in a subsequent post substantiated that Orange were still showing up as his/her ISP and presumably that he/she was still using that connection to make the posts on this forum !
So effectively Orange have not complied with OFCOM guidelines in respect of A1.12 in fact a totally ambiguous explanation was given to therock001.
The way I read the situation is that Orange were still providing a broadband service on the landline, however the OP had requested Sky to take over the broadband and/or landline.
Sky began the switchover without waiting for the MAC code to be provided by Orange, maybe it was taken as a provisional order, but the work should not have commenced until they received the MAC.
Because Sky had already commenced switching the OP's service then the BT Siemens system (eco) was unable to process a MAC code, as this is not possible when there is work of any type in progress on the line, eg a cease, a provide, or a regrade,
Orange would still show up as the broadband provider until Sky completed the switchover process, then BT would retag the line to show the completed Sky broadband marker.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
'The main thing to know it DON’T just cancel your broadband connection with your existing provider (I can not stree this enough) - instead ‘migrate’ using the MAC system and you will save yourself a lot of agro. Instead, let your new ISP do everything for you – just ring up your existing ISP and ask them for a MAC code (they have to give you one by law). The MAC code lasts for 30 days after it has been allocated. You need to switch broadband provider in this 30 day window or apply for a new MAC code from your existing internet provider.
I had a look at the site you posted. Wow! Read the 'advice' that the person named MAC Broadband gives out in the comments section. Shockingly bad! I wont mention the appalling spelling of the site, oops just did.
Just because you read it on the internet, it doesn't make it fact, and the quality of this website you provided would make me look elsewhere for reliable, accurate information.
The way I read the situation is that Orange were still providing a broadband service on the landline, however the OP had requested Sky to take over the broadband and/or landline.
Sky began the switchover without waiting for the MAC code to be provided by Orange, maybe it was taken as a provisional order, but the work should not have commenced until they received the MAC.
You're making the same assumption as me although there is no corroboration that Sky had actually started the process.
I still maintain that the explanation given by Orange was ambiguous because they knew their tag was still on the line in respect of broadband therefore they should not have given a reason which related at best to the voice line (PSTN) if we have assumed correctly.
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