After many years with Orange (Wanadoo and Freeserve), we have decided to take up a great offer with another ISP. About 3 weeks ago, I called Orange to get my MAC code, which (suprisingly) they sent straight away and all seemed well. I gave the MAC code to the new provider who subsequently told me that there was a block on our line. After many calls to Orange (who claimed that the line was absolutely fine) and the new ISP, it turns out that our line was being upgraded (LLU) and that it would take weeks! I told them that I wasn't interested and just wanted to move. They gave a date of 10th Dec for the migration and so we waited...
...Today, we call Orange for the MAC code and they tell us the migration was cancelled, so we could continue to move to the ISP with no problems. The new ISP tried to place the order using the MAC code, but it was rejected AGAIN! So back on the phone to Orange. Oops, they got it wrong, the migration will take place, but not until next year!!!! I cannot believe they are stringing us along like this. They refuse to stop the migration and will also charge us for cancelling the contract without 30 days notice (I've been with them for about 7 years - why must I give them notice?). Either that, or I have to wait until 3rd Jan for the next migration date.
Someone please tell me this is wrong... I should be able to change ISPs with ease and not be held to ransom like this.
Thanks for your reply. We spoke to the managers at Orange and threatened them with Ofcom, but they were unfazed. I will look at the ISPA - many thanks.
We called Orange last night to get an approx date of this migration and again Jan was quoted. Called the new ISP who checked the line and we have ALREADY BEEN MIGRATED. Not only that, but the new ISP also called BT Wholesale yesterday evening - it turns out that the day I requested the MAC code (way back in November) was the day Orange decided to upgrade to LLU. What a startling coincidence! I'm amazed that Orange are getting away with this.
My partner called Orange and demanded a new MAC code, which they gave. However, it did not work! Orange were adament that it was correct, but they gave a MAC code with too many digits. The new ISP took a digit off the end and now it works.
Freeserve was good, Wanadoo was ok, but Orange has really ruined an otherwise ok service. The customer service reps are very rude and no-one seems to know what's going on, Through their lack of knowledge and careless attitude, my partner and I have educated ourselves on what actually happens behnd the scenes!
My partner called Orange and demanded a new MAC code, which they gave. However, it did not work! Orange were adament that it was correct, but they gave a MAC code with too many digits. The new ISP took a digit off the end and now it works.
Yet another case that requires formal notification to OFCOM.
Orange have had enough practice with MAC codes to know when there's an extra unwanted digit.
_________________ 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."
Hi there. We actually called Ofcom yesterday and explained our situation. Their response was that we shouldn't have to run around so much and that the new ISP should be doing this. They didn't seem to be overly concerned about what Orange are up to.
The new ISP can only do so much as Orange currently have the control. The rep at the new ISP has tried in vain to contact Orange about their inaccuracies, but they tell him that he isn't the account holder, therefore they cannot disclose anything.
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