My problem has been on going since 17th May 2007 - we were being moved over to a faster speed - unfortunately, I have never been connected since that date. We are constantly fobbed off and I have made countless calls to the helpdesk. I have to start my story over again each time and it makes my blood boil!! In desperation I decided on 8th May to cancel my account (I had been with them 18 months so no penalties) I was advised that because I had been inconvenienced that I would be able to go to another provider 10 days later - I rang on 19th May and my cancellation had actually been cancelled!!!!!!! I was totally flabbergasted. I have been very calm in all my dealings with them. Eventually spoke to Vladimar who promised to call me back someone else did but that was a waste of time and since then no one has contacted me, looks like its up to me again. I am now in a position where I have been 9 weeks without access and am unable to get disconnected - what on earth am I supposed to do??? If Orange do read this, please please disconnect me so I can find someone who can provide a service. I wasnt able to get a MAC code because of some complicated issue or other. The problem I have is apparantly down to the distance my house is from the exchange - perhaps I should move? It will be quicker going through buying a new house than for Orange to get me connected or better still DISCONNECTED
Joined: 23 Apr 2007Posts: 15Location: west yorkshire nr huddersfield
Adrienne Ryan wrote:
My problem has been on going since 17th May 2007 - we were being moved over to a faster speed - unfortunately, I have never been connected since that date. We are constantly fobbed off and I have made countless calls to the helpdesk. I have to start my story over again each time and it makes my blood boil!! In desperation I decided on 8th May to cancel my account (I had been with them 18 months so no penalties) I was advised that because I had been inconvenienced that I would be able to go to another provider 10 days later - I rang on 19th May and my cancellation had actually been cancelled!!!!!!! I was totally flabbergasted. I have been very calm in all my dealings with them. Eventually spoke to Vladimar who promised to call me back someone else did but that was a waste of time and since then no one has contacted me, looks like its up to me again. I am now in a position where I have been 9 weeks without access and am unable to get disconnected - what on earth am I supposed to do??? If Orange do read this, please please disconnect me so I can find someone who can provide a service. I wasnt able to get a MAC code because of some complicated issue or other. The problem I have is apparantly down to the distance my house is from the exchange - perhaps I should move? It will be quicker going through buying a new house than for Orange to get me connected or better still DISCONNECTED
that's v v v v bad.
PM me - may have a contact for you.
Edit by Admin - Email address removed - We have amended your post - please use the forum to discuss issues and offer help please
I am feeling quite desperate now. It appears from my reading of this website that mine is an isolated case. I am not complaining about lack of speed and disconnects but the lack of being able to connect. As previously mentioned, I have been off line since 19th March 2007. After I dont know how many conversations with Orange I am still at a standstill. No one seems to want to help me no matter what I do or say.
Today I rang again and spoke to someone who did not fill me with confidence. Dont get me wrong, he was a really nice person, but unfortunately couldnt assist me. I wont name him as I really wouldnt want to get him into any trouble, He was very open with me and said "I am surprised you havnt been to the exchange and cut through the wires with wire cutters". We discussed the company that they have to report faults to, Magdeline - he said "you might as well put a message in a bottle and through it out to sea, there is more chance of getting a reply than there is from Magdeline". Hardly what I wanted to hear. He also said "he wonders if Magdeline actually exist".I found out that Alcatel, who manage the line, use Magdeline as there sort of go between. Orange are not allowed to speak to the engineers here apart from "extreme cases" they have to deal with the people who place the orders.
I was also told that the problems have been on going for about a year and a half and that this was mainly due to "second hand equipment in the exchanges to keep the prices down" and that they used "shoddy gear"
When I asked for a run down of what my actual problem was I was told that in laymans terms if you imagine my BT line being removed in the exchange and plugged into the LLU - that was causing the problem. I queried whether it would be possible to go to the exchange and remove this lead and plug it back where it was originally. I was told that this was indeed the case but that I was "in a queue" waiting for this to be done. This, despite being told over 8 weeks ago that the engineer had been to the exchange to try and sort it out. He advised me to contact OFCOM and was truly sorry that there literally was nothing he could do. I asked if he could log his complaints to his company and he said that they did this on a regular basis by sending off spreadsheets with LLU problems on but that France Telecom are not "losing any sleep over a few isolated problems".
I am expecting another call on Thursday to tell me the same again I expect.
I am honestly at my wits end as to what to do and feel that there is no one out there apart from me, to fight my cause, and I am failing miserably at that.
I am desperate for help. No point in saying cancel, I have done that, no point in demandinga MAC code, I havnt migrated and so cant get one.
Like I said before, where do I go from here.................
Cancel your account, wait 10days for your line to be cleared then sign up with a new ISP from scratch. Dont let them fob you off with the 30day cancellation malarky and just keep going until they cancel your account on the spot. It will be the quickest resolution.
I have cancelled my account on 8th May - waited the ten days but I cannot be cancelled because I have never been able to migrate to the llu in the first place!!
Thanks for your advice but unfortunately its no good for my situation.
Its a bit like the Guinness advert, tick follows tock and I sit and wait!!
I have cancelled my account on 8th May - waited the ten days but I cannot be cancelled because I have never been able to migrate to the llu in the first place!!
Thanks for your advice but unfortunately its no good for my situation.
Its a bit like the Guinness advert, tick follows tock and I sit and wait!!
1. Have you contacted OFCOM ?
2. Have you contacted the ISPA ?
3. If you have then might it be worth the cost of a solicitor's letter ?
I have cancelled my account on 8th May - waited the ten days but I cannot be cancelled because I have never been able to migrate to the llu in the first place!!
Thanks for your advice but unfortunately its no good for my situation.
Its a bit like the Guinness advert, tick follows tock and I sit and wait!!
I suspect you are being fobbed off/not understanding. Probably the former. If you havin not been moved over to LLU and are still in the process this does categorically NOT mean your account cannot be closed, it can and will still take 10working day after it has closed for the marker to be removed. The only thing it means when you are in the middle of a migration is that a migration code cannot be generate. you account can still be cancelled.
If you cancel with Orange what will happen is one of two things
1) a 30day cancellation in which case you line will still be somewhat active and the Orange LLU marker will still be on your line, after this 30day period you account will close, you line will be sent for deprovisioning and 10working days after this you line should be free.
2)an immediate cancellation. In this case it should take 10working days for you line to be cleared.
I would call Orange and find out if your account is indeed closed and if not get it closed, it isnt the case that it cannot be closed and is a blatent fob off. If your account is closed and it has been more than 10working day since it closed then call BTtags who should be able to advise about getting the tag removed so you are free to go with whatever company you wish,
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