Apologies if this has been covered already.
I've recently moved home and am wanting to transfer my Orange account to the new place. As it was a new number, I waited 48 hours after it had been activated, then contacted Orange to let them know the new details. Unfortunately the previous owner's ISP (AOL) had left a marker on the line, which would need to be removed before Orange could do anything - they gave me a number for BT wholesale and said I'd need to speak to them to get the marker removed....Anyway, after a couple of phone calls, I was told that the marker would be removed in 14 days (!) and then I could contact Orange to let them know that the line was free and they could start the transfer process, which takes up to 15 days !
I emailed a complaint to BT, which wasn't answered within a couple of days, so I phoned them today, to chase it up - I was informed that it was the responsibility of the "incoming" ISP to contact them and arrange the removal of the marker! I therefore got on the phone to Orange who said that it wasn't down to them, and gave me the BT wholesale phone number again....
Basically neither BT nor Orange seem to know who is responsible for this "smooth transition" process, but I do know that I'm facing the likelihood of being without broadband for over a month, due to an inept system!
Rant over
If anyone has any helpful suggestions, I'd be grateful.
Cheers Sheep - luckily AOL requested the removal 6 days ago, otherwise it would be an even longer wait!
Have actually been with Freeserve/Wanadoo/Orange for several years now and, apart from the occasional blip (read broadband "technicians"), they've been ok.....although no-one seems to know what's what in this instance.
I was just wondering how long BT would take to clear the marker if I were wanting to sign up to one of their packages - maybe I'm just being cynical......
I'm in the same boat relly, ive been with them since the freeserve days, and they've been fine up until recently, its mainly their support that lets them down, if that was better then the issues would probably be resolved more efficiently.
Im sure other ISP's have problems too, but their support can help you, and deal with teh situation, thats Oranges downfall as far as i can see
Cheers Sheep - luckily AOL requested the removal 6 days ago, otherwise it would be an even longer wait!
Have actually been with Freeserve/Wanadoo/Orange for several years now and, apart from the occasional blip (read broadband "technicians"), they've been ok.....although no-one seems to know what's what in this instance.
Well usually in this sort of situation it's not down to the incoming ISP as they're not supposed to be able to mess with BB from other providers. Most of the time you'd either contact the previous ISP to get it removed or prove you're not the previous tennant/occupant so they remove the marker.
Quote:
I was just wondering how long BT would take to clear the marker if I were wanting to sign up to one of their packages - maybe I'm just being cynical......
That's technically supposed to be the same as they now have to order any ceases/reprovides/provides through BT openreach just like every ISP so there's no preferential treatment. The 14 days is a guide and it can and often is completed before that point.
Always remember!
Orange are no different than any other business that offers a service. They are covered by the sale of goods and services act.
You are buying the service from THEM and not from anyone who THEY deal with to conduct their business.
The fact that THEY are having problems with someone who THEY do business with to keep YOUR service active is none of YOUR business.
Any complaint with Orange should initialy be dealt with by writing to head office and then if no return mail or contact after 5 days you should contact ISPA straight away. Don't waste your time with the customer services phone lines because it's obvious when you check out Internet feedback that they are a waste of time and money!
You are buying the service from THEM and not from anyone who THEY deal with to conduct their business.
The fact that THEY are having problems with someone who THEY do business with to keep YOUR service active is none of YOUR business.
And in this case there's a service there with is none of their business to interfere with, or would you prefer it if any ISP in the industry could, by a simple mistake, misunderstanding or mistyping, turn off YOUR broadband because it's in the way without your consent.
What would annoy you more, having to deal with another ISP/BT to clear a line or having to go without broadband because someone pressed the wrong button down at SuperMegaFreeBroadband4U.com and turned yours off for potentially over 2 weeks?
What would annoy you more, having to deal with another ISP/BT to clear a line or having to go without broadband because someone pressed the wrong button down at SuperMegaFreeBroadband4U.com and turned yours off for potentially over 2 weeks?
Hmm - I was going to go to IDNet - but SuperMegaFreeBroadband4U.com sounds like a classy set up - where can I reach them
Interestingly enough, I spoke to OFCOM yesterday and I was informed that it was down to my ISP to deal with BT Wholesale over any existing markers, as it's part of the moving house process.....looks like Orange have told me a fib...
Have decided to look elsewhere (shame, as I've been a customer for years, but Orange don't seem to appreciate that) and have narrowed it down to a couple of ISPs - would it be best to get a MAC code from Orange ASAP, and then pass it on to the new ISP once the marker has been removed from the line, or wait until Orange have set up the new connection, then get the MAC code and change ?
A MAC code can only be provided for a fully provisioned broadband line which Orange are set as the owners of. Until the other service is removed they shouldn't be able to supply a MAC code.
Don't know if the system has changed but as far as I knew the previous ISP/BT had to remove the previous line/marker.
A MAC code can only be provided for a fully provisioned broadband line which Orange are set as the owners of. Until the other service is removed they shouldn't be able to supply a MAC code.
Don't know if the system has changed but as far as I knew the previous ISP/BT had to remove the previous line/marker.
BT are in the (long slow) process of removing the marker (the industry "standard" time to do this is being looked at by OFCOM) - looks like I'll need to transfer to the new line with Orange, then get a MAC code from them...
Dial up was so much easier *sigh*
The markers (BT told me that there are normally 2) were finally removed from the line on 19th December and I phoned Orange straight away to let them know that the line was now "free".....
Just phoned to check how it was going and was informed that BT had told them that it'll be connected on the 5th January, which is just ridiculous !
Does anyone know if it's possible to get hold of BT and ask them if they can speed this up ?
Just phoned to check how it was going and was informed that BT had told them that it'll be connected on the 5th January, which is just ridiculous !
Does anyone know if it's possible to get hold of BT and ask them if they can speed this up ?
Well you could try but it's unlikely they'll speak to you. It's BT wholesale it goes through and they only speak to ISP's and not customers.
Also unless they themselves have made a mistake then they would have no reason to speed things up. 2-3 working days extra provisioning for christmas isn't too bad really on the whole, there's also possibility it could be completed before that date anyway.
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