My Internet had been fine for 3 years since first purchasing it from Wanadoo. Then came the Orange takeover and my “free upgrade to 8 meg”, which at first glance made me think wow how fantastic and I even splashed out on a new wireless kit.
How wrong I was. Inevitably the problems began at first it was painfully slow speeds I couldn’t understand it I am plugged directly into my router, I even tried my old speedtouch 330 again yet still no luck.
Then as my speeds started to pick and just as the problem seemed to be solved around 2 weeks ago the random disconnections started. There is no specific time between them and they happen throughout the day again I thought perhaps it is my router but again the speedtouch 330 gave the same result, random disconnections.
After being given the run around by Orange customer service and having a line test and Orange Claiming everything is fine I have simply had enough.
So what I am simply looking for first is an explanation to these random disconnections (I have friend with exactly the same problem who is also on Orange)
I don’t intend to stay with Orange I wish to get my MAC code and join BT but first I would really like some advice.
After reading these forums I am worried about the hassle it may be to get my MAC code from Orange, so….
What would be the best way to go about this? What should I say so that I am guaranteed to receive it and not given the run around?
I would like as much advice on this as possible please I really don’t want to get caught out and end up on a new contract!
What Orange haven't told you (because I believe they don't know) is that you need to "tweak" various settings on your PC. This varies from case to case but will include :-
1. MTU setting
2. RWIN setting
3. DNS server
4. PPPoA
5. PPPoE
6. SMTP server
7. Removing all connections from your BT phone socket and ext. sockets except from 2 and 5 connections.
I think that's all but if I've missed any, someone will correct me.
If after checking all this you still want to get your MAC then when you phone up say NO to any carrot that's dangled by Orange.....carrot...Orange...I think there's a joke somewhere ?
Once you move to a real ISP like BT you will see your problems diappear instantly.
Orange just fob you off with excuses and lies like their trademark 'line fault, ring back in 48 hours' etc.
Orange cannot refuse to give you a MAC code now, demand it as it is the law.
Incidentally... were you advised that accepting "up to 8 mb upgrade" automatically extends you contract for further 12 months?
They have to give you MAC upon request but please be aware they will try all the tricks to keep you on their network - Orange reps get bonus for every customer they manage to persuade to stay. My advise to you as I once foolishly accepted one of these "deals" is quite simple -
Do not accept any, as their service is not likely to improve in foreseeable future
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Seems strange how customers have to tweak everything back and forward to get a decent connection even worse have to work it all out by themselves when they are paying good money seems like Orange 12 month contracts and free month bribes to stay has saved them from a complete customer migration to other ISP's
_________________ ex Freeserve/Wanadoo/Orange Blog
Seems strange how customers have to tweak everything back and forward to get a decent connection even worse have to work it all out by themselves when they are paying good money seems like Orange 12 month contracts and free month bribes to stay has saved them from a complete customer migration to other ISP's
There is a business strategy behind our actions of course.
Orange will be spending shedloads to upgrade to the level of the "competition" then when they think that all their customer's happy...........we'll migrate !!!!!!!!!!!!!!!!!!!!!!!
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
LOL thats a good strategy
When i left i accepted their free month bribe to stay then requested a MAC code (was very difficult even tho i was a few years out of contract long story ) used me free month to research a good ISP (once bitten) and left
Quote:
Orange will be spending shedloads to upgrade to the level of the "competition" then when they think that all their customer's happy.
Mind you it will be miraculous if that happens.
_________________ ex Freeserve/Wanadoo/Orange Blog
Incidentally... were you advised that accepting "up to 8 mb upgrade" automatically extends you contract for further 12 months?
I didn't accept the 8 meg upgarde they emailed me one day and told me they where giving me an upgrade and that it would happen on a certain date.
So not really sure if that counts as agreeing to it when it seems that they told me i was getting it, although does the fact that i didn't tell them they couldn't upgrade me mean i accpeted it?
I really hope not! I am phoning tommorrow to get my MAC (well attempt to!)
I didn't accept the 8 meg upgarde they emailed me one day and told me they where giving me an upgrade and that it would happen on a certain date.
So not really sure if that counts as agreeing to it when it seems that they told me i was getting it, although does the fact that i didn't tell them they couldn't upgrade me mean i accpeted it?
I really hope not! I am phoning tommorrow to get my MAC (well attempt to!)
The upgrade they just inform you of like that doesn't extend the contract. It's an automatic upgrade. It's only when it's offered over the phone or you request it that it counts as a contract renewal.
One more qustion, once you ask for your MAC code and you are given it (IF you are given it!) does this mean Orange stop providing you with your broadband or do you continue to recieve broadband with them untill it is switched to your new isp?
Also once you have switched, do Orange cancel your payments or would you advise me to cancel them myself?
When you use a MAC the new ISP pass it to BT and the line is swapped to them, if it's LLU on either side then one is cancelled and the other activated at effectively the same time. Once it's gone through the account details are sent through to Orange who then close the account.
I don't know the billing process very well but from what I've read the point at which a MAC is used is when the 30 day cancellation notice seems to start so it's likely you'd get billed once more and then get however much extra refunded back. On here you're likely to get people telling you just to cancel the direct debit once it's transferred though.
Well after expecting a battle on my hands to get my MAC i phoned Orange and they told me pretty much instantly they would email my MAC between 3 - 5 days i got it today (maybe they have just given up trying to get people to stay).
I just phoned BT set up my new acount and they confirmed my line should be taken over on the 27th so i am hoping all will go smoothly.
BT even waved the charges for ordering over the phone after i told them about the problem with my Orange internet.
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) used me free month to research a good ISP (once bitten) and left 
