When I requested the MAC, I did not ask Orange "to close the account immediately": I did what we all have to do, which is give 30 days' notice.
Clearly there is an internal (as well as external) communication problem with Orange, as the emails and letter I have received mention their having to stop my BB service and close my account for non-payment of charges, as if my asking for a MAC and giving due notice had never happened!
(And, as has been noted elsewhere in this forum, if you are an Orange employee you should have the integrity to make this clear when posting.)
Please be aware that Orange is not trying to get an extra month out of you. The process of 30 days notice is down to an issue between provider and supplier.
If BT Openreach charge Orange for customer A between the 1st Jan and 1st of Feb but customer A moved to say o2 (now Sky) on the 10th of Jan without notifying anyone then BT OR are gaining two provider's fees for 1 customer. Times this by several thousand and you are soon going to see a dwindling amount of ISP's available to choose from.
I'd also like to inform you that most providers are now charging customer's for moving without a MAC or for wanting their account closing without switching to another provider. I think Orange's is around £20 but other companies are reaching the £40 mark. Again this is a cost passed down from the supplier.
On a note about cancelling, if you request a MAC you cannot cancel your DD or say you want the account closing unless a non-standard process is agreed. Simple reason behind this is if you request a MAC then cancel the service you may find the line is ceased before the MAC can be used, resulting in about 7-10 working days for the cease to complete followed by a further 7-10 working days for a new provider to provide (unless it is Cable of course).
Hi there, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your contact details 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.
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