To move to a new broadband provider a MAC Key (Migration Authorisation Code) is required. Orange will provide a MAC Key within five working days. In the event of any difficulties providing a code, this may take longer.
MAC Keys are valid for 30 days following their issue, and can be used at any time during this period simply by providing the MAC Key to the new supplier.
It is possible for a customer to use a MAC Key as soon as it is received, in which case the migration can take place in as little as 5 working days (payment for the full 30 days notice period will be required).
If the MAC Key is not used and expires, the customer must request another via the same process if they still wish to change Broadband provider.
To ensure no loss of service for the customer, when Orange issue a MAC Key, they do not schedule the account for cancellation. Any due subscription payments will continue to be taken. The account will only be closed when Orange receive confirmation from either the customer (which needs to be verified by BT) or from Oranges network supplier (BT) that the service has moved to the new provider.
If the migration completes after the 30 day MAC period has expired, a complete month's subscription payment will be automatically taken. In this situation, the customer can request a refund for any unused subscription credit.
Oranges suppliers do normally inform them when a customer uses a MAC Key, but this doesn't always happen, especially in the scenarios of LLU migrations, or changing telephone provider. If a customer does not receive confirmation of the account closure, once their migration has completed, they should inform Orange that the migration has completed, so Orange can confirm it with BT, and close the account and apply any due refunds.
Where a MAC Key is issued, the customer is informed of any fees outstanding and notified of the need to settle these.
Ceasing a Broadband Line
Where customers wish to fully cancel their broadband line, instead of migrating, the Orange billing system automatically requests BT to place a cease on the line on the date the account closes. This is 30 days from when Orange receive the request.
Occasionally, when a broadband line is cancelled, a 'Tag' can be left on the line which prevents a new ISP from placing a broadband order. BT has set up a specialist team to deal with Tag problems. Their direct contact number is 08001690934
The notice period starts from the time Orange receive the cancellation request.If the cancellation request is withdrawn for any reason during the notice period, a new request needs to be made via the Broadband Care Team and a new notice period will commence.
Should the customer wish to cancel at the end of the initial 12 month contract term, they will need to give notice 30 days prior to the annual contract end date.
Should the customer wish to cancel before the initial 12 month term has expired, payment for the remaining months of the contract will be requested as a final payment.
When requesting a cancellation (as opposed to a MAC Key), at the time this is scheduled, a final payment will be required to cover the notice period. Customers will have access to their account up until this final day via the Member Centre.
The closure of any account is subject to minimum contract periods and the payment of any outstanding and/or deferred amounts. Customers can normally see if they are required to settle any deferred costs by checking their Member Centre.
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