It has now been 7 days without ADSL with PPP server down error.
Spoke 3 times with Tech. dpt, and was told that this was escalated and this should be resolved within 5 days. (all tests done on my livebox and line checked normal) . But still nothing, no Internet access, no Orange talk phone !!!!.
My question is :
As i am still under the 12 months contract, can i request my MAC code for migration without penalties for a breach of contract ???
What are your suggestion ?.....Was before with BT : customer and tech service was better !
Follow their complaints procedure to the letter.....it's in their Code of Practice. Don't phone, write an "official complaint" letter.
You can ask for your MAC at any time but they are within their rights to ask for full contract period payment, unless they fail to comply with their side of the contract.
So, for example, if they're unable to restore connection within the complaint period guidelines then you have a good case for breach.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
You are not entitled to your MAC code and a release from your contract without your remaining contract fees until you have been offline for 4 weeks! Until then you will probably have no joy with customer services. They are trained to keep you with Orange with all maner of excuses as they know next time you call you will get someone else. Who also doesnt have a clue?!
Keep a diary of all problems and communication and write an polite but firm email to Eric Ebsensur (see other post for address).
Orange have to give you your MAC code within 5 working days of you requesting it.
Any remaining contract and apparently 'fees owed' is totally separate.
By law, they have to give you this MAC and cannot refuse it.
If they try to then report them to OFFCOm and ISPA, this usually gets things moving.
Orange will try absolutely anything and tell you anything to try and keep taking your money every month.
I have had the same problem since Sunday, spoke to customer Services if I cancel contract now it will cost me £115 but if I have no service for 30 days I can cancel with no charge, they got rather upity when I said i may request my MAC code if it is not sorted
Breach of contract does not solely rest upon this 30 day period without connection. Can you reference in the T&Cs where it states this ? I've looked and unless I've been baffled by the legalese I can't find it.
If Orange have not complied with their published Code of Practice and/or their published Terms & Conditions then they are in breach.
For example if you have followed the complaints procedure properly and Orange have not, then they are in breach.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
I would also suggest (subject to a contract lawyer confirming it) that Orange are in breach of contract if they do not supply a MAC code or indeed if they fail to issue one within 5 working days (clause 17.12 of T&Cs).
It could also be argued that if an Orange agent states that you cannot receive a MAC code or tries to persuade you not to proceed with a MAC code request then that could be in breach of contract.
I know "it's the law" re. issuing the MAC code in 5 working days but as OFCOM are the policing unit for this regulation, don't expect them to catch, prosecute and punish Orange. How many of you break the speed limit and park on double yellow lines.....you've got to be caught first.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
.7 days with PPP server done : i have today sent a complaint letter asking for a prompt fix or for a MAC code. If no positive response will contact OFCOM and ISPA.....
I will keep you updated
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