I have been a customer of freeserve/wanadoo/orange since i was on dial up 8 years ago and have never had any trouble until i upgraded to their 8mb service. All was OK to start with I was connecting at around 5.5 mg, but now it has all gone pear shaped during the day (midweek) i can connect at upto 6.5mg but in the evening and at weekends im down to 0.5 mg. After several phone calls to Orange t/s the problem was still there.
So i phoned and spoke to c/c and insisted that they cancel my contract (which i have only been on for a month since upgrade) they agreed to with no fees, they are going to send me my MAC code and what ever i need to return my live box.
My question is that if I go to another service provider am i going to get the same problems ? (it seems to me that the problem is at the exchange because it is possible for me to connect at 6.5mg so surely that means it cannot be the line).
Any help would be great.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
No you most certainly will not, go to thinkbroadband and check out the ISP forums theirs plenty with a much better service and accept LLU MACs with a 1 month contract.
_________________ ex Freeserve/Wanadoo/Orange Blog
Thank you for the reply, I am thinking of moving over to Sky, but i have heard that they do not accept llu MAC codes, is this true ?
To tell you the truth i dont know if i am on llu or not (does it mean that due to upgrading to 8mb that i went onto llu ?)
Any help would be great.
i am now really pi**ed off , phoned Orange yesterday because i still had not rec. my MAC code or info on sending livebox back, only to be told that they had no record of me requesting to have my contract cancelled and if i did it would cost me nearly £200. I gave the name of the person i had spoken to (john) and she said that he had put notes on the system but nothing about cancelling my account. i was told that the only one that can authorise a non charge cancellation is a tech supervisor and i would have to talk to tech support (here we go again). so they are now telling me that i cannot cancel my account unless someone in india says so !!!
no one seems to want to own the problem and as it shows that when you think you are actually speaking to someone that you think is going to help you (john at Orange) they are really just fobbing you off so that you get off the phone. i am now trying to build up the energy to phone tech support to go through what i have already done on more than one occasion. on the other hand i could just sit back and pay for a broadband service and rec. a dial up service for the next 11 months !!!!!
I am trying to get to grips with technology here...in the meantime is there an idiots guide anywhere to changing ISP (think I got that right)? And why can my Speedtouch connection claim to be 7.2Mbps when I try out the test site and get the depressing result of 752kbps download and 186 kbps upload? ( tried and failed miserably to copy the result box from Speedtest)
I have no idea how to check my router stats and whether it would be helpful in making decisions but am sure someone here knows the answer!
Any any light as to why we can fail to get a connection due to 'no dial tone' when the damn thing has only just disconnected and have to restart the computer to get a tone again would be most welcome.
I think I have the 'full house' of Orange symptoms - disconnections, problems getting a connection, slow running speed and lost emails - presume this is common?
I feel for you johncena. I've been through the whole MAC code scenario. I had phoned a few weeks ago now and spoke to a nice chap who said my MAC code would be emailed to my address as i requested, rather than a letter.
This would take 10 working days. It was 3 or 4 weeks later i had had enough and phoned them up, pi**ed off. I spoke to a girl who didn't know english any better than my 5 year old sister. I was moody with her, rightly so. She didn't know her arse from her elbow, and i was told i never requested a MAC code so i hung up.
I phoned back later that day, at night time and spoke to another chap who i was nicer to, he spoke english and understood it. I had explained to him what i want, and he just upped and said, i've got your MAC code infront of me now!. I was just like "well okay, give it me" and i never mentioned about the fact this was around 20 working days after i requested it, and that i had to pay money to phone them back up to receive it, but none the less - i've just come of the phone from BT who will be taking money from my account as of next Tuesday. Hurrah!.
Orange cannot refuse to give you a MAC code, even if they refuse to cancel the account without fee, if you have been sensible and kept records let them try and come after you for the money. Be warned tech authorisation from India to cancel means nothing most agents in England will not even consider accepting Indian authorisation. In order for valid authorisation a Tech team leaders initials must be on the account, they will normally give authorisation only after a customer is without connection for at least four weeks (the problem must have been reported for at least four weeks) and if extensie diagnostics have been done, you will need to have made regular contact with Tech at least twice a week during this period.
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