Have this week received a demand for fifty quid and a threat of legal action from Orange - six months after migrating to someone else. Keep all your records, for their left hand has no idea what their right hand is doing.
Yep, I've accidentally deleted an email which says I have been upgraded for another 12 months contract (not long before they changed it to 12). If I asked them, would they tell me when my contract is up?
Also, I assume a free month's good will payment won't mean I have to stay another month with Orange
Have this week received a demand for fifty quid and a threat of legal action from Orange - six months after migrating to someone else. Keep all your records, for their left hand has no idea what their right hand is doing.
This is a problem experienced by many ex Orange customers. If Orange keep harassing you then you will probably need to ask your new ISP for a letter to send to Orange confirming that migration has taken place. Send this letter recorded delivery to:
Orange Customer Care
PO box 486
Rotherham
S63 5ZX
Orange should then close the account and cancel the outstanding amount
owed.
The majority of these problems arise due to LLU migrations where Orange havent been informed that the migration to the new provider is complete, or where a person has changed phone provider. You should speak to Customer Support, they will then contact the Specialist Provisioning Team, who in turn will contact BT and confirm the date the line ceased or migrated. They will then ascertain when the 30 day cancellation notice ( as per the Terms of Use ) would have terminated the contract. They will then close the account and apply any refund that may be due.Please note they only contact BT Monday to Friday between 9am and 6pm, and Saturday between 9am and noon.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
Yep, I've accidentally deleted an email which says I have been upgraded for another 12 months contract (not long before they changed it to 12). If I asked them, would they tell me when my contract is up?
Also, I assume a free month's good will payment won't mean I have to stay another month with Orange
Also I assume we pay for a month in advance?
Yes sweeperdog, if you ask Orange Customer Support they will tell you the date your 12 month contract expires. You are also correct that a free months goodwill payment doesn't mean you have to stay with Orange for a further month, and payments are made a month in advance.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
The majority of these problems arise due to LLU migrations where Orange havent been informed that the migration to the new provider is complete, or where a person has changed phone provider. You should speak to Customer Support, they will then contact the Specialist Provisioning Team, who in turn will contact BT and confirm the date the line ceased or migrated. They will then ascertain when the 30 day cancellation notice ( as per the Terms of Use ) would have terminated the contract. They will then close the account and apply any refund that may be due.Please note they only contact BT Monday to Friday between 9am and 6pm, and Saturday between 9am and noon.
Yes that is what should happen. Has anyone actually had this sort of support from Orange? IMHE Indians on the end of the phone actually have no idea what you are talking about if you raise such matters with them. You might as well quote the works of Shakespear or read your Tesco's shopping list to them.
The majority of these problems arise due to LLU migrations where Orange havent been informed that the migration to the new provider is complete
It's already been identified that this process is "automated" by a BT computer application. The almost certain cause is that the losing ISP staff do not access the data in a timely fashion thus preventing the account record being accurate.
The majority of these problems arise due to LLU migrations where Orange havent been informed that the migration to the new provider is complete
It's already been identified that this process is "automated" by a BT computer application. The almost certain cause is that the losing ISP staff do not access the data in a timely fashion thus preventing the account record being accurate.
Hmm - unless I get it wrong here industry convention is that ISP's log into their BTW account and run a migration loss report which gives info on active migrations and completed migrations within the last ten days. They should do this regularly if not even more often. So we have an ISP with hundreds (or thousands) of accounts in various stages of migration the status of which changes from minute to minute. I guess this makes it difficult to capture the data and read it across into in house systems. IMHO Orange DO NOT EVEN TRY. They do not have the slightest interests in resolving this issue. If you talk to them on the phone and try to raise the issue then they just don't want to know.
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