On 23 July this year I took up the 18 month mobile contract with free broadband.
I am still waiting for the broadband!!!
I phoned Orange and they have given me various excuses as to why I have still not received my pack (I will not bore you with all the details).
The latest from them is that there is a Dacs on the line that needs to be removed (I am not very technical and have no idea what this is) they said that I needed to contact BT and have this removed.
I contacted BT and they said that they could only remove this if Orange contacted them directly and placed an order with them.
I then phoned Orange again and they said that they could not speak to BT directly as it was against Data Protection.
So, I went back to BT again, they said this was rubbish and that Orange were getting me to do their job for them and that if Orange simply phoned BT wholesale the DACS could be removed.
I went up to the Orange shop as I was sick and tired of being put on hold and being passed from one department to another. The staff there were no use at all, they were clearly uninterested in offering any help whatsoever and told me to call customer services.
I am now at my wits end as I have been going between Orange and BT now for over a month. This morning, after spending over 2 1/2 hours on the phone trying to sort this out I actually broke down in tears with frustration.
Has anybody had a similiar problem? How did you sort it? Is it the responsibility of BT or Orange?
From my experience - and judging from the comments on here I am not alone - the broadband won't actually work when you get it! Not much help I know but at least you can console yourself with the fact you are not alone. The best bit is that you are charged for all the calls that you make - Orange are making money out of the rubbish customer service!
From my experience - and judging from the comments on here I am not alone - the broadband won't actually work when you get it! Not much help I know but at least you can console yourself with the fact you are not alone. The best bit is that you are charged for all the calls that you make - Orange are making money out of the rubbish customer service!
I have lost my broadband connection 3 times since trying to post this reply!
Hi,
A DACS is a line sharing device that enables BT to provide 2 voice lines using 1 pair of copper wires. It has to be removed for ADSL to work. If you Google for BT and DACS, there's plenty of info to be found.
Most ISPs will accept ADSL orders on DACSed lines and the DACS will be removed by BT as part of the provision process, provided the removal is not above a certain cost limit. If removal is too costly, BT will cancel the order. Removal is usually pretty quick but can take weeks or even months. ISPs may choose not to accept orders on DACSed lines. I'm not sure what Orange's current policy on this is.
It's not clear from your post which of the following 3 situations apply:
1) Orange won't order from BT because of the DACS - you'd need to try and get it removed yourself to get the 'free' broadband.
2) Orange have ordered and are waiting for BT to decide how/when/whether to remove the DACS - sit tight
3) Orange have ordered and BT have cancelled on the grounds of cost of DACS removal - you're in trouble, you could try your MP
Regardless of ADSL orders you are entitled to ask BT to remove the DACS, although there's no point if you have a pending ADSL order. This is the best link I could find on OFCOM's website:
Orange do accept orders on DACS lines currently AFAIK, but as mentioned before it takes time for it to be removed, sometimes that can be a long time but it would be the same no matter what ISP you go with.
You can always ask them to call BT Provisions for an update if there isn't anything new for them to directly tell you.
Orange do accept orders on DACS lines currently AFAIK,
Thanks.
I've just tried going through the registration process on the web using a DACSed number and I got the following:
Quote:
You can get broadband at speeds of up to 2Meg.
Remember, not all phone lines are capable of supporting the speed quoted. If your line can't support this speed, we'll automatically give you the best speed for your line - at the same price if you're joining Plus or Max.
please note:
It looks like you've got a DACS service set up on your line. We can take your order but it can take several weeks for BT to convert your line to make it compatible with the broadband service, so your set-up time may be slightly longer.
Remember, you might not always get this speed because it can be affected by the quality of your phone line and wiring, the type of modem you use and even the time of day.
If you can't get 8 Meg yet don't worry, we'll move you onto a higher speed when it's available if you join Broadband Plus or Broadband Max
My line was also DACS'ed and it was removed as part of the ADSL order process. In my experience, BT generally will not remove DACS boxes at a customers request unless you are unusually persistent, however, any decent ISP will accept an order on a DACS'ed line and BT will normally accept that. However, (& this is a big however), the DACS system is normally only used where there is a shortage of lines, so it may be that BT are unable to easily provide you with a dedicated line.
TBH if I were you I would use the fact that Orange can't fulfill their contract with you as a valid reason to cancel it, transfer to a PAYG mobile contract and go to a decent ISP for your broadband......
Thats a bit iffy, if Orange have asked BT to remove the DACs and they are doing so (although slowly) then they're doing all that they can. As the line's no provided there's no penalty what so ever for canceling broadband, this is the same for non-free accounts. However I don't think you'll be able to use it as a way to get out of the mobile contract. Try and see but I'm not sure how far you'll be able to get.
Thats a bit iffy, if Orange have asked BT to remove the DACs and they are doing so (although slowly) then they're doing all that they can. As the line's no provided there's no penalty what so ever for canceling broadband, this is the same for non-free accounts. However I don't think you'll be able to use it as a way to get out of the mobile contract. Try and see but I'm not sure how far you'll be able to get.
I understood from what the OP said that Orange haven't asked BT to remove the DACS box- they are refusing to do anything, saying it's the OP's responsibility to get BT to remove the DACS box first before they will place an order which is not the case - BT need a concrete reason to remove the DACS box & the written order from the ISP is it.
I have no doubt that BT are telling the truth in saying that if only Orange would contact them directly and place an order with them then they could remove the DACS box. The responsibility is clearly Orange's.
Orange have clearly failed to honour the "free" broadband part of the mobile contract, (which was undoubtedly instrumental in deciding the OP to take up the contract in the first place), & on that basis in my view the OP would have a right to cancel as long as the free broadband is clearly a part of the contract or advertised as such.
If it were me I would put a fixed time ultimatum in writing to the correspondence address in the contract asking Orange to fulfil the terms of the contract or be in breach & if that didn't produce a positive response I would have no hesitation in cancelling the contract & any associated direct debit instruction.
There were problems like this sometime ago and I thought all that had been cleared up. If there's an open BB account then that should mean there's an order on the line but it's hard to say without looking at it which we can't do on here.
Main things needed are is the account open, ask them to check the line order and confirm it, calling BT provisions directly if needed. That way they should be able to say one way or another whats happening and what comes next.
This is from the support pages on the Orange website.
Orange arrange for the DACS to be removed. Call customer services and if they tell you call BT again then suggest they read it themselves. Quote the reference number of the article: KB1402.
Unless they've aleady submitted the order, in which case it's just a matter of waiting for BT to remove the DACS.
Quote:
If you're registering with us we'll check your phone line can take broadband. Occasionally we might find there are incompatible services on the line called DACS or TPON services. We'll arrange for these services to be removed from your line, but sometimes this means that BT will need access to your property to remove internal services. Don’t worry, if this is the case we'll contact you to let you know.
If you’ve received a message or email from us to say we need to arrange to remove these services from your line, please contact us between 8.00 and 6.00, Monday to Friday or between 8.00 and 12.00 on Saturdays and ask to speak to the specialist provisioning team who’ll be able to help you further.
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