Hi,
My 'PPP server' has been down for 14 days now. I called Orange and was given 5 days, then 2 days, got one month's free credit when I went to cancel, given so much misinformation, then another 5 days and then told they can't give me a time frame to fix the problem, this time requested for my MAC code. The guy told me that if I request for my MAC code I will be charged the cancellation fee in the next bill because I am within contract. I said I am not requesting to cancel, I am just asking for my MAC code. He said asking for MAC code is requesting for cancellation. I said no, I am not requesting for cancellation but I am requesting for my MAC code, so that I can be free to move when I have not had broadband for 30 days. He says they will take the cancellation fee anyway from the next direct debit. Finally, he said the MAC code will be sent to my house address. I have cancelled my direct debit just to avoid getting the cancellation fee, don't want to chase after them for my money, but I still have two questions: Is it true, as the customer support guy said, that requesting for a MAC code means you're requesting for cancellation? and 2, can they now get the cancellation fee even after I've cancelled my direct debit (cancelled today, next billing date 23?)
And Thanks to everyone who's provided helpful advice here, I would not have known that I'm free to leave if I don't get broadband in 30 days.
Is it true, as the customer support guy said, that requesting for a MAC code means you're requesting for cancellation? and 2, can they now get the cancellation fee even after I've cancelled my direct debit (cancelled today, next billing date 23?)
To my knowledge, when the MAC is used this triggers the 30 day notice period. So if you use the MAC timing is important.
If it's a DD on a credit card account then yes Orange can re-instate the DD without your permission, otherwise no, they will put it out to a debt collection agency to recover.
I've requested one, and unfortunately I couldn't invoke it because I do now have a working service
PS Insist on MAC by email, e.g. when there are postal strikes, Christmas post, but I do think they send them by email also anyway. It means you can copy and paste the MAC into your new ISP's page easily without making any mistakes.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
atijus wrote:
Is it true, as the customer support guy said, that requesting for a MAC code means you're requesting for cancellation? and 2, can they now get the cancellation fee even after I've cancelled my direct debit (cancelled today, next billing date 23?)
And Thanks to everyone who's provided helpful advice here, I would not have known that I'm free to leave if I don't get broadband in 30 days.
In theory no only if you use the MAC if its not used within the 30 day window your BB should carry on as normal. It is not a request to cancel.
_________________ ex Freeserve/Wanadoo/Orange Blog
Hi,
My 'PPP server' has been down for 14 days now. I called Orange and was given 5 days, then 2 days, got one month's free credit when I went to cancel, given so much misinformation, then another 5 days and then told they can't give me a time frame to fix the problem, this time requested for my MAC code. The guy told me that if I request for my MAC code I will be charged the cancellation fee in the next bill because I am within contract. I said I am not requesting to cancel, I am just asking for my MAC code. He said asking for MAC code is requesting for cancellation. I said no, I am not requesting for cancellation but I am requesting for my MAC code, so that I can be free to move when I have not had broadband for 30 days. He says they will take the cancellation fee anyway from the next direct debit. Finally, he said the MAC code will be sent to my house address. I have cancelled my direct debit just to avoid getting the cancellation fee, don't want to chase after them for my money, but I still have two questions: Is it true, as the customer support guy said, that requesting for a MAC code means you're requesting for cancellation? and 2, can they now get the cancellation fee even after I've cancelled my direct debit (cancelled today, next billing date 23?)
And Thanks to everyone who's provided helpful advice here, I would not have known that I'm free to leave if I don't get broadband in 30 days.
we do have to advise customers about cancellation fees when requesting a MAC or acc closure. if or when you use the MAC code if you're in contract your acc will close immediately and canc fee will be charged on your billing date, if you're out of contract then when you use the MAC code there's than a 30 day notice period.
if you cancel your direct debit you will continue to owe money and additional late payment fees to Orange, adding the sum up more and obviously they will try to contact you to obtain payment
why is there a 30 day notice period applied after you use the MAC code? SUrely this is just a scam which guarantees a months payment for nothing? Essentially you have to pay to leave? There is no way of leaving without paying???
I am well out of contract period and wrote to Orange saying i wished to cancel immediately (surely this is the start of my 30 day notice?) and asked for a MAC code so i could switch. And they are saying that my 30 day notice period starts from the day of switch - does this make any sense?
I asked to cancel my contract (i.e. 30 days notice) and also to have a MAC code. Can I not do that?
There's nothing to stop you but to cancel (without a MAC) takes longer to migrate to a new ISP.
Any legal contract has a notice period during which you make arrangements with your new supplier and during which you pay your current supplier. On expiry of the notice period, you switch over.
With a MAC, timing is important and you'll need to work this out for yourself depending on when you get your monthly invoice.
You get your MAC and you use it on the date that will allow the new ISP to connect you, more or less, when the 30 day period expires.
I say on date 'x' that i want to cancel (i.e. start of my 30 day notice) but also want to get my MAC code so that i can switch. So my final payment should reflect the period from date 'x' plus 30 days. If i transfer within those 30 days, so be it. But the 30 day notice period should not go from the day i actually switch, that does not make any sense, and guarantees a months payment for nothing?
so maybe it's the issue of "using" the MAC code which is unclear here.
By using the MAC code does this mean the date at which your new supplier contacts (or whatever they do) your current supplier, rather than the date you actually switch?
I assumed using the MAC referred to the date at which the switch occurs - in this case then i can see no way in which do the following:
"You get your MAC and you use it on the date that will allow the new ISP to connect you, more or less, when the 30 day period expires."
as far as i understand Orange have said to me that my 30 day cancellation period starts from the day i switch - so there is no way of not paying for a month for nothing?
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
When you get a MAC if you use it it has to be within 30 days of issue but you don't have to use it if you decided to stay with Orange you just carry on as normal and the MAC expires so really it costs you a months money to leave if you use the MAC you pay the months cancellelation plus the month to the gaining ISP if you cancel you pay the months money and at the end of the month your account expires then you have to pay the gaining ISP a connection charge plus 1 month so whatever the customer does the ISP comes out better, these broadband contracts are totally one sided but from what ive read Ofcom is aiming to change that in the future.
_________________ ex Freeserve/Wanadoo/Orange Blog
do I have to give notice to close my account if I'm switching providers?
If your contract minimum period has finished, the closure is subject to 30 days' notice; this will be applied to your account once the MAC is used. (You can still switch if you're within your minimum contract period, but you'll have to pay for however many months you have left.)
No doubt if I'm wrong then someone on here will post a correction :-
To my knowledge, "using" a MAC means notifying the code to the new ISP.
You can also specify an actual migration date.
So if you apply for and "use" the MAC just before your next billing period you minimise double-paying and downtime.
Also once the MAC is "used", cancel the DD at your bank, this prevents Orange Accounts dept. "forgetting" to stop taking your money.
yes well i guess it was a bit naive of me. I thought if i said in my letter that i wanted to cancel that would trigger the 30 day notice (even tho asking for a MAC). seems ridiculous that you can't say i am definitely leaving and give me a MAC code (i.e. so account will close after 30 days even if MAC not used).
I did cancel my direct debit (and informed them by post, rather foolishly suggesting that i was expecting a pro-rata refund of any over-payments). I have now received an email saying that they need my bank details to collect the next payment (or they will apply late fees). Can i force them to send me an invoice so that i can pay by chq (and also argue for a pro-rata charge at least)? i think i will call CS anyway to speak to them. (Will be changing mobile phone provider now as well after 11 years with Orange...)
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