Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Migration Authorisation Codes, or MACs
From 14 February 2007, ISPs will have to provide consumers with a MAC upon request for free.
Orange, who recently announced that it would charge customers who requested a MAC more than once, has said that it will stop this practice once the law changes.
Do they request payment details for the remaining contract term before providing the MAC code? I always thought the payment stuff was sorted out afterwards as there's no guarantee a code will be used, or can be used before it expires on some occasions.
Way I always heard was that if you understood they'd expect the remaining contract payments then you could request a MAC at any time. If that is so then there would be no real change after the 14th.
Well it would mean they couldnt charge you for more when they give you dodgy codes... so it might make them give you the right one first time.
Also i readthat report, and one part gave the impression they wouldhave to help customers move back to the ipstream if their current service on another network (LLU wasnt satisfactory, with a provide with MAC or something.... not exactly sure i can remember it exactly... but maybe that will make them move me back to adsl max (hooray)
I thought this was only if you were not under a contract.
If you were, for example, on a 12 month contract that had gone passed that duration and you are still with your provider you will still be on some sort of contract. Probably monthly with a requirement to give 30 days notice of termination. So under these circumstances the new regulations on migrations will apply. If you are out of contract because you have terminated then they will not apply. Heres my best shot at a brief overview of the new requirements:
A MAC must be provided (free of charge) by the provider on request from the customer. The provider can refuse if (a) unable to validate identity of customer, (b) broadband service already terminated, (c) a MAC has already been issued which is still within its validity period, (d) Provider has already submitted a Cease Request for the service, or, (e) Provider unable to obtain MAC from other provider.
Where the Provider refuses to issue MAC they must provide clear explanation as to why.
Providers are required to publish on their website a clear migration procedure in line with OFCOM requirements.
Providers must provide two or more methods of contact for MAC requests as follows.
(a) email, (b) telephone number, (c) postal address.
MAC code must be provided in writing within 5 working days of request unless MAC given by telephone.
Provider not allowed to submit Cease Request unless they have established with customer that they do not want to transfer to another provider.
Provider not allowed to terminate contract until verification that customer has successfully migrated to new provider.
Provider shall provide recovery process so that in event of erroneous migration due to MAC, service can be restored with original provider with minimum disruption.
Providers will deal with complaint in respect of refusal/failure to issue MACs under their existing complaints procedures.
Providers can not refuse to issue a MAC on the basis that someone has still to fullfill a minumum term contract and owes money. OFCOM has made clear that this should be recovered separate to the new regulations.
For anyone requiring the full text of the new MIgration Process it is available at http://www.ofcom.org.uk/consul...tement.pdf It is a lengthy document but the actual process is on pages 63 through 66 inclusive (the document is PDF and the page numbering in adobe is out of sync with the document and reads pages 66 through 69)
Feel free to feedback within this post with any OrangeProblems you may have had SINCE 14th FEBRUARY 2007 with obtaining a MAC (Migration Authorisation Code).
I called the Broadband customer support line yesterday to try and get my MAC code as I've been without a broadband service at least four times over the past year, and once for a whole month. I've made countless phone calls and written letters to try and find out why my connection keeps dropping, but haven't had an answer and I've finally decided to go elsewhere.
Anyway, having phoned the support number and chosen option 1/then 3/then 5 as advised by one of the call centre staff, I was then on hold for 20 minutes as 'there is a large volume of calls at the present time.'
No wonder I thought, they're all calling up because they can't get a broadband service like me at the moment. Then a recorded voice piped up to say 'We may need you to access some files on your computer when we speak to you, so please make sure it's switched on and ready to go.'
Well I can turn it on but as for accessing anything on the internet ...
Having my call finally answered by somebody, I was then duly cut off as they put me through to 'another department' and so I called back again to try and get the code. This time I was told to hang up and dial the support line again, and then choose option 1 and then 4. I did this and then waited for another 10 minutes only to be greeted by a very stroppy lady who informed me that I 'CANNOT GET MY MAC CODE OVER THE TELEPHONE OK???'
Great customer service Orange, lets see if my code turns up in the post or not.
Here's an interesting scenario.
I am about to move house, and am out of contract now with Orange. My wife wants us to move to BT - and ultimately, since they control the wires, it will be (arguably) easier to get a line fixed, since fault calls with lines have to go through BT anyway.
I ring Orange, they provide the MAC code over the phone, but say it *cannot* be used with BT because of LLU? - Is this right? - surely not?
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Seems Orange are still at it theres loads of ISP's now that accept LLU MACs give BT a ring and ask them. The reviews on DSL ZoneUK isn't doing Orange any good and they don't seem to be trying to improve.
_________________ ex Freeserve/Wanadoo/Orange Blog
you know why Orange dont seem to be trying to improve tho stevelondon........ its cos they cant ! ...
their service, techical knowledge, and overall ability doesnt allow them to improve.
I still think its about time Orange gave up trying to offer broadband, they just play with peoples money and minds and create so much grief, yet they couldnt care less.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
I agree raybo sadly people new to broadband always go for the big providers with the money to falsely advertise on telly and in papers they dont know other providers exist but im sure the "Unlimited" and "Free" claims will be a thing of the past by the end of the year.
_________________ ex Freeserve/Wanadoo/Orange Blog
It will be a shame for thousands of people if Orange are still in the business of Broadband for another 12 months, i do actually feel sorry for all the customers who will go to them expecting a service. Orange undoubtedly will still take peoples money though then fob them off for weeks, months possibly even some for years telling them that they are working on the problems...
Do we have a deadline date yet Orange for fixing your equipment?
Here's an interesting scenario.
I am about to move house, and am out of contract now with Orange. My wife wants us to move to BT - and ultimately, since they control the wires, it will be (arguably) easier to get a line fixed, since fault calls with lines have to go through BT anyway.
I ring Orange, they provide the MAC code over the phone, but say it *cannot* be used with BT because of LLU? - Is this right? - surely not?
Regards
Pas
Rang BT "yes, we'll take your LLU MAC code, no problem"
Rang Orange, who are still insisting their LLU MAC code cannot be used with BT...
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