I got my MAC from Orange (at the end I was only getting dial up speeds) and moved to BE Unlimited (Excellent service would recommend it). BE charged me on the 25/02.
Orange took a payment on the 20/03. I assumed this would be the last one, but I got an email telling me when they are taking the next payment.
I contacted Orange and they say they have no record of the service being switched. I have connected both BE and Orange to resolve the situation.
I have asked both parties to resolve this.
Is this a normal problem with Orange. Surely they must know when the service is disconnected?
Can anyone tell me of similar situations they have experience and how they dealt with it
New ISP is supposed to tell old ISP the line has been taken over, but from reading these forums over the months it appears be a common problem that Orange continue to charge
I believe the best procedure to use is to let Orange know yourself the day your new service becomes active. They will probably say thank you for giving us 30 days notice to cancel your account, and you will most likely to have to pay for a months service you won't use.
You may want to consider cancelling your direct debit now before they take payment and contest any demands for payment that may arise. If you have a recurrent card payment it will be harder.
People on here have suggested cancelling the Orange direct debit the day you are transferred, but again I don't know if this will result in a demand for payment too?
One suggestion is if Orange don't know that you've moved this would imply your MAC code is more than 30 days old from the dates you have given. I'd ask the Indian help desk for your MAC code which would then get you transferred to a UK call operative within about 5 minutes and you may be able to explain it to them. At least you can tell them you've left Orange and they should at least cancel your account
I have a slight vested interest in this as I am going to o2 (now Sky) next week. As much as I despise paying Orange, the amount I've been paying for the service is not bad and I don't mind paying for this extra 30 days providing it means no nasty letters from Moorcroft Debt Recovery
From what I have read, if you are leaving Orange for a LLU provider, as Sweeperdog suggests, do not rely on Orange being informed by BT that the MAC has been used.
I am planning my migration to o2 (now Sky) at the moment. I fully intend to phone Orange on the date I am migrated to manually close my account and give the 30 days notice.
There does not seem to be any way around paying Orange for the month you do not use, and this '30 days notice' is almost certainly intended as a disincentive for moving suppliers. To keep Orange quiet, leave the DD open until the next payment is taken (assuming the next payment date is within the 30 days) and then cancel it after it is taken.
However, if you are wanting to leave Orange, £20 or so is probably a price worth paying!
If in contract, it may be a good idea to time your migration to be one month before your your contract ends / just after the final payment. e.g. they've just taken my April direct debit, to cover me to early May when my contract ends - this was good fortune really cos it coincided with o2 (now Sky)'s terms and conditions which were probably going to change on Apr 1
I called today and she said my account would be closed within 24 hours. When I asked for written confirmation from the person she'd be speaking to while she put me on hold for 5 minutes, she told me that wasn't possible
Like Colin, if it means paying an extra month I don't care too much now. I've been waiting for this day since August last year!
Is there a way of confirming your account is closed? e.g. your POP3 mailbox should no longer work and you should no longer be able to log into member centre? Despite promising my account would be closed within 24-48 hours of my call on Tueday, it's still open
_________________ Ex Orange Customer
Now the future definately is bright
Is there a way of confirming your account is closed?
Ask them and get their answer in writing.
Even if you could check (and I don't think you can) it won't stop them billing you beyond the 30 days notice because Accounts don't talk to any of the operations depts. and vice versa.
Well as I understand it BT Wholesale provide an online service to ISP's
that advises them as to the status of current migrations and migrations
completed within the last 30 days. The ISP needs to log in and check
this regularly as the list changes by the second and, as in the case of
Orange, if you have trillions of pi**ed off customers going elsewhere
then you can imagine it is a logistic nightmare to capture the
migrations and read the data across into in house systems. IMHO Orange
don't even bother. They just keep billing you until you hang your self
in the attic or move to Bolivia. So when your migration is completed
send the thieving b****** a recorded delivery letter advising them of
the fact.
BT don't always tell the old ISP of the migration, so the old ISP wouldn't know unless BT told them.
With LLU, (which isn't BT run, obviously), there's no set standard for informing the old ISP the migration was completed, and that causes issues if the new LLU provider just doesn't bother telling the old ISP (Sky, TalkTalk, BE/o2 (now Sky) etc). But obviously you see this as the fault of your old provider, who has no knowledge of the migration and hasn't even been informed.
Then it's about time the whole pathetic bunch of ISPs got their houses in order and stop relying on their customers to do their job for them.
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