I'll try to keep this as short as I can. Basically my partner and I moved house and just over 2 weeks ago on 15/12/2008 our BT line was connected at our new address with the same number as we had previously.
I called Orange 48 hours after connection to move our broadband service, but Orange said that when they did the checks on the "tags on the line" system that our postcode was showing as the old one, but with the rest of address as the new one. They said we would need to contact BT to have this fixed before we can even begin the 15 day process of getting our internet activated. I called BT and they informed me this was an issue with BT Wholesale/Openreach and that Orange should contact Wholesale/Openreach as those BT departments are not customer facing.
I have since had 2 weeks of calling Orange, who tell me to call BT, and calling BT, who tell me to call Orange. I even tried calling BT Wholesale/Openreach but they told me to contact Orange.
I have Googled all this and having found information on Ofcom's website am certain it is Orange that needs to sort this out as this appears to be a problem with the tags on the line system. I have even informed Orange of this and they still refute it is their responsibility and I need to contact BT.
This circle of repetition is getting ridiculous. Has anyone else experienced similar issues? Can anyone "in the know" provide information on BT's "tags on the line" system and what tags attributes are available, e.g - broadband available/speed/address/postcode/etc? Does anyone know the actual process in Orange that its staff should follow to resolve discrepancies within the "tags on the line system"?
Any help appreciated as I am now convinced no one in Orange knows what they are talking about. They even told me they weren't allowed to talk to BT Wholesale due to data protection!
thanks for the reply. unfortunately i am an Orange customer, we are trying to have the bb moved to our new line after we moved but they are still unable to complete this even though i've been with them problem free for over 4 years now.
judging by google search results other isps have also had this problem, particularly Sky. however it does seem it is the responsibility of the isp to sort this out and this problem would present itself regardless of which isp i use as the isp checks the BT "tags on the line system" which is returning the wrong postcode. problem is BT say it has been updated with the right postcode and if Orange are still getting the wrong one then they need to contact BT wholesale/openreach. i can't seem to get Orange to actually do that and i really need to gather all the information on these systems i can so i can basically call Orange and tell them what they are obliged to do!
The BT tags on the line checker postcode is often incorrect. BT use two different sets of postcodes, one which ties in with the postcode thats on the system for your telephone number, and the other is linked to the GPO's postcode database.
There are two BT systems, eco and tags on the line, and often the postcodes don't match in these two systems, due to what BT term a "back-end, or back-office" marker not being updated between the two systems.
Normally if the telephone customer calls BT on 150 from their landline, and asks to speak to a manager then they can get the systems updated. This will involve a lot of liaising and emails being exchanged between various BT departments. There is a system called CSS which is used by BT Wholesale & Openreach for ordering phone & broadband but no longer by BT Retail. But any manager in Retail should be able to sort out an up-date of the CSS records.
BT changed the way they allow the ISP's to work with the Tags department as they were receiving far too many calls, and now they state that ISP's have to go with the records that show up in the Tags system. Orange can't call BT Tags and dispute the information on tags or eco, as BT will tell then its an inappropriate call and advise that the landline customer should speak to BT.
Instead Orange should call the BT Wholesale Helpdesk, and ask them to update the systems. This can be very time consuming, as a lot of cross referencing between BT departments is involved. It is generally only resolved when a Team leader from BT takes ownership and emails BT Swansea, and they manage to resolve all the back office system issues.
I suggest the quickest way forward is ask Orange to put the order through on the postcode thats in the BT tags database (the agent may tell you what that postcode is if you ask them nicely) After the order has been completed you just need to speak to Orange Customer Support and ask them to amend your postcode on the Orange systems so it's got your correct details.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
do you really think moving house is a case for contract termination and Orange will be happy to no longer charge me for the remainder of my 18 month contract?
please state to me which clause in any Orange contract or terms and conditions where it says you are no longer a customer if you move house.
if you can't do logic, please don't bother to answer. thanks.
My understanding of the terms is that you won't have a remainder at your new house. It seams that they terminate the contract at your old house and sign you up to a new 18 month contract at your new house.
Parts do say that they make checks and if are unable to supply you with a service, inform you so & not start the new contract. You shouldn't have to pay the disconnection charge which would normally be charged for disconnecting it at your old house in this situation. Whether they would then try to make you pay up the remaining period from your previous contract that they terminated, whilst not being able to provide a service at your new house is unclear.
The OP never said they were out of contract. It's just possible that they may have been happy with Orange and regraded their package which tied them into a new contract.
As per the charges being waived relating to ceasing the line and leaving Orange, these Terms of Use do not come into effect until 19th January. However, even at present at present that charge would not be applied. The only charge that would be applied is if the OP was still in contract, and that would be for the remainder of the contract.
If the OP still wants to process the move house, I think the quickest way forward is that they should use the postcode thats on the BT database (their original postcode) and place the move house, with the correct details for the remainder of address, and then when its complete, call Orange Customer Support, and ammend the postcode on their account.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
Right guys, think I have a resolution now. Big thanks to NewApollo, the information in your first response was spot on in helping me get some sense out these guys.
Having just spent all morning bouncing between Orange and BT again, I can say that BT were helpful in getting this issue sorted, but that it is my understanding BT ended up doing Orange's job.
Basically, the details on the eco system (which Orange were checking against) was incorrect and i actually spoke to a very helpful and polite guy at Orange who also told me the names of the systems. He even called BT Wholesale and spoke with them for a good 10 minutes but BT WS wouldn't make any changes for him.
I eventually spoke to a girl at BT who said that Orange should have contacted the premises locater team (aka PATH) but as I was clearly not ammused by all of this she called them up for me. Within five minutes she got the path team to update the details and I was then able to call Orange and progress the order. Funny thing is Orange had somehow put in another address for us which we never lived at, but they were able to re-correct that this time when i pointed it out.
So, to anyone having an issue like mine, as far as I can tell,the ISP do need to sort out address and tag discrepancies, if it's a tag discrepancy the ISP needs to contact BT Openreach tags resolution team (apparantly this new team came into play in October and replaces the wholesale helpdesk, see http://www.openreach.co.uk/orp...en08308.do ), or if it's an address/postal code issue like mine, ask your ISP to contact the premises locator team (PATH) to sort it out.
That's all for now, though lookout if in 15 days my BB isn't active.
Glad your finally making headway. Best wishes for the new year, and the move house process. To be honest I think you will be connected in less than 15 days, as from the information you provided the tag had already been removed from the original address, so all being well the reprovision should only take 7 to 10 working days.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
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