I recently left Orange (having had patchy service from February and no service from the beginning of May - just no ability to connect at all, despite however many reboots etc.)
We were well out of contract, so phoned them to cancel, got our MAC code with no problems, and our service with madasafish started on 1st June. We cancelled our DD on the same day (luckily exactly coinciding with when they would have taken payment). This means we had paid for the whole of May (when we had no service but were officially Orange customers), but none of June (which we are paying madasafish for).
Orange are now claiming that they didn't know we were switching, and are chasing us for late payment fees for June and July. We are obviously not having any of it (it's bad enough that we paid for May, April, etc. for such a poor service) ... but has anybody else been through this? Any tips?
Their call centre cannot contradict anything we say but then say "you have to pay us anyway" without any reasoning behind that (e.g. they cannot tell us what we should have done differently, why we owe them money for June and July, etc.). I'm not convinced their complaints address in Rotherham will be any better. Eric Abensur's e-mail address is no longer working, so I am trying a postal letter to him at St Albans ... anything else we can try to make sure this is taken seriously?
Many thanks, fellow sufferers!
Diana
P.S. since we switched to madasafish, service has been perfect!! So there is light at the end of the tunnel once we get this payment issue sorted out...
Everybody who switches to a real ISP, including myself, gets an immediate speed increase.
Funny how Orange always say there's a fault on the line!
They are absolutely full of bull.
They cannot claim any money off you as they breached the contract between you and them - not supplying the service you paid for.
Great to hear you've got a good connection now and free of these robbers.
Joined: 24 Jul 2007Posts: 1Location: Stockport, England
I successfully managed to get the MAC Code from Orange (all be it after 9 days and I had to chase them over it). I arranged to switch to BT on 21st June 2007 and the migration was scheduled to take place between 6pm and 8pm. Orange cut me off at midday (username and password no longer valid). I was online with BT by about midnight.
I was paid up to Orange until 17 June and not in contract to them. I took great pleasure in cancelling the DD. I received e-mails asking for my new payment details or penalties would be incurred, I just ignored them.
I have received several phone calls from them wishing to discuss my account. They start by asking for personal details so they can confirm that they are talking to me. Quite right, but I cannot confirm who they are, so I rightly refused to release any details to them. On one occasion (about 2 weeks ago), they were able to satisfy me that they were Orange and we discussed my account. They claimed that my contract with them was due to close on 27th July 2007 and they were still providing a service as my ISP. After I stopped laughing I asked them to explain how, as BT took over the line on 21 June. All they could say is they were reading what was on their screen. I finished by saying that they would not get any more money out of me as they unlawfully delayed the migration by failing to supply the MAC Code and if they wished to send me a bill (only 4 days outstanding), I would forward it on the Ofcom. So far, no further contact from them.
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