The move was mainly done on Saturday 21st & 22nd July. BT changed our phone to our new house on Monday 23rd July. As per Orange's conditions, I ordered my broadband to move after 48 hours of my BT line being active, on Wednesday 25th July. They told me that it would take 15 working days to reconnect me at my new address, giving a connection target date of yesterday (15th August).
However... (this is Orange, there's always a however)
I rang them on Sunday 12th August to confirm that everything was going OK with the move of connection. They informed me that they had taken down a different telephone number from my actual one (they had swapped two adjacent digits). They then told me that they hadn't actually disconnected my previous connection. The tech lady then told me that she was going to order the new connection without waiting for the previous one to be disconnected (apparently this has to be authorised, but I figured I had done that when I said 'I'm moving house, I want to disconnect my old connection and set up a new one). This would take up to 10 workign days to happen, giving a new target date of Friday 24th August.
However...
When I phoned after close of business on Wednesday 15th July to complaing about the time this had taken, I was told that the new connection date was Monday 17th August (bank holilday).
If you take into account the long periods of time without connection that I have been subjected to, I have probably spent two months out of the past six offline.
Orange have given me one month's free broadband, starting from today.
Do I have the right to break my contract (expires in October)? Do I have the right to insist that the month's free broadband is a concession following bad service that should commence when my service is restored, and that I should still be refunded the time without connection? Can I claim back expenses made through internet cafes? What about my World of Warcraft subscription which has remained untouched for a month? Can I make them pay for it?
And most of all, who do I get to complain to? Is it OFCOM?
They have indeed broken the contract which in turn makes it void.
You have the right to request your MAC code and move to a real ISP.
By law Orange have to provice you with a MAC code within 5 working days of asking for it.
As for claiming expenses in the internet cafe and WOW subscription I would doubt you' get them back myself.
Do I have the right to break my contract (expires in October)?
I would clarify with Orange if this is the case. Having moved house Orange will have to setup a new connection. It is possible that they may put you on a new contract.
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Can I claim back expenses made through internet cafes?
I would'nt think so. They will probably argue that you could have used their dial service in the interim.
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What about my World of Warcraft subscription which has remained untouched for a month? Can I make them pay for it?
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