I'll pass along your comments, I'm sure it'll make a difference.
At least you've now admitted you work for Orange, which you seemed to be denying a while back. Some of your other recent posts about the new pricing structure etc gave the game away also
_________________ Ex Orange Customer
Now the future definately is bright
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.
I'll pass along your comments, I'm sure it'll make a difference.
I detect that your tongue was firmly in your cheek when you wrote that.
Now get this : BT Openreach are contractors to your company and all the other ISPs. They undertake all of the MDF work in the exchanges.
To improve the reputation of all ISPs when handling migrations, surely you can work together with Openreach to develop a system that reliably informs each ISP when a jumper cable connected to their equipment has been removed (be it on an IPStream or LLU service), instead of only telling them when a new service has been added?
I suspect that the answer is 'no because it will cost money' (subtext 'No because it's not in our interest to remove an opportunity to be vexatious with our ex-customers').
If the ISPs don't come up with something soon, OFCOM will have to regulate (again).
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!
The 30 days applies from the date Orange receive confirmation from BT that you successfully migrated. and not the actual date you migrate, which in my case, was 3 days after I actually migrated, so it's not too bad in the end. Although I guess I will end up paying for 2 months service I haven't used due to when the direct debit is prepared, but we'll see about that
_________________ Ex Orange Customer
Now the future definately is bright
I've done everything I can think of to make sure that Orange commenced the notice period as close to the date of my migration, which was last Friday.
I phoned them on the day of migration, just after it had been confirmed by o2 (now Sky) (at that time they hadn't received an email from BT), I wrote a letter over the weekend to record the fact that I had phoned them, and then I phoned again today, when they did actually confirm that the notice period had been applied, and they would send a pouch out for return of the Livebox.
Yep, it just goes to show that when I phoned TS on the day I was migrated, and I was told by them "rest assured your account will be closed in 24-48 hours" that they were lying.
_________________ Ex Orange Customer
Now the future definately is bright
Yep, it just goes to show that when I phoned TS on the day I was migrated, and I was told by them "rest assured your account will be closed in 24-48 hours" that they were lying.
Indeed. After I was told on Monday that my notice period had been applied, I got a phone call from Rotherham today.
Surprise Surprise. They had gotten around to reading the letter I had sent them on Saturday and so the 'notice period has been applied and I am closing your account right now'.
Funny, I thought they had already done that. But this time my access to the members centre has indeed ceased.
Anyway, I was told that I would get a refund for the payment that will be taken shortly for the 'notice period', and this repayment would be pro-rated for the period after my account had been closed (i.e. most of it). However, this would only arrive some time after the payment had been taken, so I had to leave my Direct Debit open.
Whats the betting that I will have this months payment taken, then another taken a month later, with nothing coming back.....
Hmmmm - do I trust them, or close the DD after the next payment is taken? Do they really need the DD open to be able to pay refunds INTO an account I wonder?
Well guess what, today I got my monthly bill and it looks like I'll be paying for 3 weeks service after the date beyond which they have confirmed to me I have served my notice period
And No they don't need the direct debit open to credit your account
_________________ Ex Orange Customer
Now the future definately is bright
Update to this to give Orange a tiny bit of credit where it's due. Got my last "bill" hopefully from them, but this was a credit for unused service, so hopefully this means they got the livebox back and everything is settled now
PS - I notice the member count on this site is still increasing - probably faster than ever before
_________________ Ex Orange Customer
Now the future definately is bright
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
Thanks
Yes it happened to me, I got it all caught on tape and it can be viewed here...
This is Orange we're talking about, but you have to tell them when you left. This gives them the 30 days notice they need to cancel your account. Although they pretend to not know when you left, they actually do get told by BT when you migrated and they do know this. Clearly they knew when Oliver left on that call, and they knew the date I left which they quoted when they confirmed my account closure in writing
_________________ Ex Orange Customer
Now the future definately is bright
I just moved to o2 (now Sky) and my connection changed over to them yesterday.
Just came off the phone to Orange to cancel my account and was told they can't cancel my account until they receive confirmation of the changeover from o2 (now Sky).
The girl said they haven't had this yet but should do within 48 hours and that I'd receive an email of confirmation.
She also said I'd only have to pay Orange up to when I changed over (29.7.09).
I suspect all this to be a pile of s***e and won't hold my breath over a quick resolution judging by other people's experiences.
Phoned Orange back today and was told they hadn't had confirmation of my migration but would cancel my account today.
Once again they said I'd only be due payment up to when I switched so maybe that's correct after all.
The guy said I'd have a full months payment taken in August for the period 23.7.09 to 22.8.09 but would get a refund in September for the unused days in August.
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