Firstly can I say thank you to the person that started off this forum. I have had no broadband for about 1.5 weeks now since Orange have tried to upgrade me to 4.5 mb on a max 3.5mb line and have been through the usual tech support route and then onto were waiting for “BT engineers to work on your exchange” (Cardiff, Roath)
You have saved me a huge amount of time, money and stress just by providing the ability for other users to share their experiences so thanks again.
I must say that I work in the same line of work as these call centre agents and personally feel very sorry for them in their situation. Trust me, they would like to tell you the truth about the BT not helping them but they cannot afford to do this, as they would probably lose their job. Don’t get me wrong there are useless agents working for Orange but you must expect this in any large organisation – an example of this is being promised that my line would be fixed on a Sunday when the next agent explained that BT do not work on Sundays and I would have to wait another 2 days.
Anyway my line is still flashing with no dial tone and I have decided to move to Zen Internet. I was hoping Zen would do the chasing for me but sadly I need a MAC code on the website to apply for it.
I have noticed some users having trouble getting the MAC code off Orange but could somebody please explain the best process to get this off Orange and possibly check that they have put my request through to BT.
On a final note I have always had a good service off Orange over the last 15 months but have to move providers because they are powerless to help me.
The other question worth asking, is why would BT want to help them? They are a direct competitor and Im not surprised there bending every rule in the book.
I'm on week 6 and several calls and emails still trying to get my MAC code. I've now resorted to an ISPA complaint, with escalation on Saturday if I don't have it. Reading around here, it seems to be the ONLY way to get a MAC code off Orange.
I'm on week 6 and several calls and emails still trying to get my MAC code. I've now resorted to an ISPA complaint, with escalation on Saturday if I don't have it. Reading around here, it seems to be the ONLY way to get a MAC code off Orange.
Steve
Just do a cease and re provide, appox 10 days but it at leasdt gets it over and done with.
Firstly can I say thank you to the person that started off this forum. I have had no broadband for about 1.5 weeks now since Orange have tried to upgrade me to 4.5 mb on a max 3.5mb line and have been through the usual tech support route and then onto were waiting for “BT engineers to work on your exchange” (Cardiff, Roath)
You have saved me a huge amount of time, money and stress just by providing the ability for other users to share their experiences so thanks again.
I must say that I work in the same line of work as these call centre agents and personally feel very sorry for them in their situation. Trust me, they would like to tell you the truth about the BT not helping them but they cannot afford to do this, as they would probably lose their job. Don’t get me wrong there are useless agents working for Orange but you must expect this in any large organisation – an example of this is being promised that my line would be fixed on a Sunday when the next agent explained that BT do not work on Sundays and I would have to wait another 2 days.
Anyway my line is still flashing with no dial tone and I have decided to move to Zen Internet. I was hoping Zen would do the chasing for me but sadly I need a MAC code on the website to apply for it.
I have noticed some users having trouble getting the MAC code off Orange but could somebody please explain the best process to get this off Orange and possibly check that they have put my request through to BT.
On a final note I have always had a good service off Orange over the last 15 months but have to move providers because they are powerless to help me.
The other question worth asking, is why would BT want to help them? They are a direct competitor and Im not surprised there bending every rule in the book.
Thanks in advance.
BT are paid by Orange to provide a line for their service so BT have no axe to grind.
Orange will blame everyone but themselves for the problems.
It's strange when you throw in the towel with Orange and go to any other ISP, you get good service!
The simple fact is that Orange tell lies and can not / will not accept responsibility for their failings!
I emailed Zen broadband sales team at 4pm (they replied within the hour) and then left work and called them. There was no wait and the agent kindly explained that the best thing to was to fight for a MAC code for the following reasons:
1) No installation fee from Zen broadband
2) BT won’t have to put a marker on my line for 10 days
I then asked if i would have the same LLU issue as i currently have with Orange. He stated that this would not be an issue as they have only converted 1 exchange in Rochdale.
He then went on to say that a number of providers are currently trying to beat each other to providing this new technology therefore causing a lot of issues at numerous exchanges. BT can only work on so many problems at one time leaving customers receiving poor customer service.
Zen currently seems to have the right attitude towards this new llu technology by learning to walk rather than run.
In then rang Orange to request a MAC code. The agent was nice guy and asked the reasons why i wanted to leave. I explained the following issues.
1) No connection at all
2) £30 of national rate calls over a 2-week period
3) Poor customer service received
4) Not being able to work from home and the inability to pay bills online.
He then tried to manage my expectations by saying i would have the same issues with Zen and they would take just as long to resolve the problem.
I replied by saying they were not using the llu technology in my area and even if they were they probably have a much better working relationship with BT hence get the issue resolved faster.
He replied how do you work that out then?
I said well there standing on top the ladder on adslguide.org and you’re currently near the bottom and getting lower.
After a stunned silence i said this is no disrespect to you but your not going to be able to manage my expectations. Can you request my MAC code please?
He replied yeah, no problem this will take 5 working days and will be sent to your Orange email.
I said how am i meant to access that if I do not have a connection?
The reply was well i could get it sent in the post but it would take longer
I said well can you do both please and i will try and get my farther to access my account
He said I couldn’t do that there is only 1 space on the form
I laughed and said don’t you think that is a slight issue then?
And he said yeah actually i do agree......
I then called back in the evening to make sure my request had been done and also asked how they request MAC codes?
The lady it has been requested and they fill this out on a spreadsheet to be sent to the relevant department, she then confirmed they had received this.
Next Tuesday Im going to give them a call if this has not been received (Im not expecting it) and will update everyone again.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
You are spot on 1 step, and after reading your post Duracel its plain to see why Orange are at the bottom of the lists on adslguide and DSL Zone UK and until they get their act together and also their attitude at the bottom they will stay.
I had to go thru the ISPA to get an LLU MAC out of Orange good luck with yours.
_________________ ex Freeserve/Wanadoo/Orange Blog
Pointless trying to get an MAC. If you cancel and re-order at a new ISP then it will take a maximum of 20 days. It would probably take this long just to get an MAC and only then after a series of phone calls to Orange which will only get up your nose. I just left.
Yes the only downside not using a MAC is having to pay a re-activation fee but for some its worth it just to get away lol
Hi Steve, some waive the re-connection fee, I went over to BT @ no cost.
I believe the fee is the charge to the ISP by BT wholesale to do the reconnect ( I could be wrong and stand to be corrected ).
Some Isp's are prepared to absorb the cost to gain new customers it appears.
I did the cease for the reason you suggested, couldn't be a***d any more trying to get sense or reasoning out of Orange, and I at least saw an end to the problem.
I used Dial up, friends and family's computers and the local library during the wait, so it took a little longer to do what I usualy do on the net, but I kept ticking over nicely.
A bit like having a bad tooth, you might have to wait a few days for it to be pulled but what a relief when it's done.
1 step, ORANGELESS but, still connected, still stable, still fast, still no spam.
The old customer care team said they can not contact anyone about getting my MAC code, they only thing they can do is put in another request.
The structure they have in place is is so poor and leaves the poor agents to the mercy of the caller.
At this point i can only hope that my name rises to the top of the MAC code spredsheet that they fill in with the other thousands of users that are trying to migrate.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hmm similar to what they told me and it went from 48 hrs to 10 days and they couldnt be certain i would even get it then so i filled in an online complaint form on the ISPA site my MAC appeared in my inbox within 2 hours after strange that.
_________________ ex Freeserve/Wanadoo/Orange Blog
Hmm similar to what they told me and it went from 48 hrs to 10 days and they couldnt be certain i would even get it then so i filled in an online complaint form on the ISPA site my MAC appeared in my inbox within 2 hours after strange that.
Hi Steve and Duracell,
A few things spring to mind:
(1) it must be the biggest spread sheet going!
(2) wonder how many customers are on it?
(3) they wouldn't be telling lies would they?
(4) should we then question competency!
(5) or would 3 + 4 = ORANGE ?
Asked for a manager today and said explained problems he said it would Be Broadband by 3.55pm and it was.
Quite amazed really, its the first deadline acheived in 20 days.
So with my new MAC code i signed up to Zen Broadband and must say they have a pretty slick service. I was was quite impressed becasue there website updates you on exactly what they are doing on a minute by minute basis (took 49 mins for the ddm to collect). It then updated me that they have contacted BT with an actavation date of next thursday.
I suppose in this day and age you get what you pay for, Zen are pretty expensive but so far its been worth it.
ON the Sat 15/10/06 I finally decided to go for the new Sky BB offer for people with a dish subscription ..... £10/month for 16Mg bits/sec with no download limit, also includes a wireless router.
On speaking to Orange customer support I was told it would take 24hrs to email me the MAC. When I next logged-on for the Orange email, nothing - had they cut me off immediately - only to discover with a phone call the whole system was down.
Next time I managed to connect, there was the email with MAC code and info about changing over, unbelievable Orange.
My problem occurred when contacting Sky to swop over, they said they didn't require this MAC number they originally told me to get, and I should just cancel my account at Orange otherwise they couldn't start the new one at the same time. This is complete opposite to what I'd read in the email from Orange.
Quote:
You'll need to supply your new broadband service provider with the above MAC code so that your broadband service can be successfully migrated. When you've successfully migrated, BT will inform us and then we'll cancel your broadband account for you. Please be aware that if you cancel your broadband account before the migration process has been successfully completed, your MAC will become invalid which will result in your migration being rejected.
Can anyone offer advise on which is the right way to go about this final procedure.
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