I requested my MAC code on the 12th April and was told I would have to wait 2-5 days no MAC code arrived. I rang back and was told it had been re-ordered on the 18th April and would be with me withing 48 hours again no MAC code arrived. Ive just called and have been told that it may or may not arrive by next Friday which is 27th April and a whopping 8 working days away.
Is there anything further that I can do I am so very frustrated at this.
I requested my MAC code on the 12th April and was told I would have to wait 2-5 days no MAC code arrived. I rang back and was told it had been re-ordered on the 18th April and would be with me withing 48 hours again no MAC code arrived. Ive just called and have been told that it may or may not arrive by next Friday which is 27th April and a whopping 8 working days away.
Is there anything further that I can do I am so very frustrated at this.
Dear scallyally,
I regret that it may go on and on and on....
In my case, I asked for a MAC Code on 26 March and still do not have it.
Despite complaint letters on 11 April and 15 April, contacting OFCOM and ISPA as is recommended, and being clearly promised the MAC code SEVEN times, it remains elusive.
The 0870 number has cost me over £8 in call charges over total call times of over 2.5 hours.
I think Orange are competition winners of poor customer service.
My latest effort is to ask a French organisation for the email address of the Chief Executive of France Telecom, that owns Orange and has a good code of practice (i.e. at odds with the Orange setup) on their website. That is how desperate one can get in the end!
The trouble (it seems to me anyway) is that if you stop the direct debit, they can refuse to close your account for ages, whilst cutting you off from the net in the meantime. Without a closed account, you cannot get reconnected to another ISP.
All they will ever send you is useless emails.
I hope I am wrong to be so negative, but that has been my experience so far.
I feared that billhood, you just get that feeling.
As we are not big internet users I think we could survive without it for a month particuarly if I wait until my holiday so that would be 2 weeks without it anyway!!
Their customer service is shocking, the worst I have ever encountered. I was actually told when I rang today that to get it quicker would be to send in a letter!!! How do they work that out?? Oh and I bet ive racked up around £5 in call charges by now which I intend to try and get back of them, somehow...
The news is that I actually got a MAC code yesterday, phoned my new ISP with it and was told is seemed OK!
No doubt about it, it only happened due to the "compliance officer" at Rotherham getting my 2 complaints (Ispa and Ofcom) forwarded by those two bodies. In my book, still appalling customer treatment, but at least one has the feeling of having escaped, thank goodness.
So I can confirm another's comment on this site that if you complain to Ofcom you should get your code in short order. That just leaves the £8.20 spent on phone calls to the 0870 number, but due to the delay, they said they would credit a month's subscription, i.e. £17.99 in my case.
I rang on the off chance this morning and to also inform Orange that I was going to report them and low and behold my MAC code was waiting for me!!! You could have knocked me down with a feather! When the postman came he brought me a letter with it in even though I had requested that it be sent via email and on the letter it states that I cant cancel my account for another 30 days??? That means on the 11th of May they will take payment for a service that I am not going to get from them? Is this true? It says that if I cancel my account then the MAC becomes invalid and I would have to request another one which I really dont want to do. Any advice would be gratefully received.
thanks
Alli
If you want to cancel, this straight terminates the broadband and it is removed within 10 days normally, then the MAC becomes invalid. I'm not certain if you can only do this after the 30 days notice or do it before that and simply have the account bill you as normal until the 30 days are up.
If you use the MAC then you're migrated when your new ISP advises you. The account should automatically cancel when the 30 day period is up. You can use the MAC at any time you like once you have it.
Maybe it is me, but things seem unnecessarily complex and somehow the customer is always "on the receiving end."
For completeness, some phone numbers:
According to the Say No to 0870 site, Orange 0870 010 2462 is geographically 01642 732785. The trouble is that they must have disabled it because it is always engaged, so you are back to the 10p a minute regardless of your tariff plan. OFCOM is 0207 981 3040. CISAS, the body to resolve ongoing dealock after 12 weeks, is 0207 520 3827. ISPA not to hand just now, but on website OK.
I was going to mention something else on all this anyway, before seeing the latest exchange, i.e. that 2 more useless emails had been sent to me:
FIRSTLY, one dated 24 April saying they had limited access to my account and would I ring the 0870 number to get a MAC code, options 1 and 4? SECONDLY, an email of the same date asking me to ring the same jokey number (which had been hopeless in the past remember) options 1 and 4, because as web based support they could not give me a MAC code.
Hence, despite telling Orange about the frustration etc. and just why it had occurred, they continued with refusing to give a proper response in ignorance of the point that a MAC code had been sent to me by letter dated 19 April following prompting from OFCOM and ISPA. To be clear, these two responses were slow reactions to emails from me to their site, sent before the MAC code had reached me.
As for the 30 day cancellation game and being charged for a significant time without any service provided, I presume this to be more of the same Orange customer service technique. My own approach on this is to assume that they realise I wish to cancel the contract because of the application for the MAC code, i.e. that that application for the code is an automatic cancellation order. After all, who could possibly expect any customer to wish for a broadband service to be paid for that was not being supplied? My opinion is that the maximum money they can expect is the monthly subscription (in my case £17.99) which time expires after the code is implemented and the service migrated.
My own approach on this is to assume that they realise I wish to cancel the contract because of the application for the MAC code, i.e. that that application for the code is an automatic cancellation order. After all, who could possibly expect any customer to wish for a broadband service to be paid for that was not being supplied? My opinion is that the maximum money they can expect is the monthly subscription (in my case £17.99) which time expires after the code is implemented and the service migrated.
A MAC request is not an automatic cancellation. All it does is allow your account to be automatically closed when confirmation that the migration has taken place is received.
If you do not use a MAC then nothing changes, the account isn't closed and you're billed as normal.
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