On 1st September I left Orange and switched to Virgin Media. Naturally I cancelled my direct debit agreement with Orange as they were no longer my service provider.
Today I received an email saying that my payment details were incorrect and that to avoid a surcharge of £5 I should re-instate my account immediately.
Clearly I have no intention of doing this, question is has anyone else had this problem and if so how did you resolve it please?
If Virgin took over gave you their service on a BT line then the MAC code should have been used and the account would have closed 30 days after the migration, and any pro-rata refund then applied
The majority of Virgin Media is on a cable network so no MAC code is needed and you should have given 30 days notice. Your account would have been closed on the 30th day after this request was made. Any pro-rata refund would then have been applied to the account.
If these procedures to cancel the account have been followed correctly then the request for new payment details may just be to reimburse you with any pro-rata refund that was due, however if you cancelled the direct debit before the monies due were taken then this is why Orange are seeking new details. If you pay by direct debit the actual payment is not made by your bank until approx 10 working days after the billing date and this could also be why you are being asked for new details
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
Yes I obtained my MAC code on 3 August, and signed up with Virgin National Broadband (NOT cable) on 7 August. I received the pre-paid pouch for the return of the Livebox and that was returned on 10 September. My all inclusive service including line rental with Virgin went live on 1 September, so my payments to Virgin commenced at that time also.
When I requested my MAC code I specifically asked if I needed to call and cancel my Orange account, but was told quite clearly that no, all this would happen automatically when Orange released my line to Virgin.
My all inclusive service including line rental with Virgin went live on 1 September
The 30 day cancellation notice usually begins once the MAC code has been used ie once the broadband switches to the new provider, your 30 day notice would therefore finish 1 October, and you should be billed up to that date.
Orange Terms of Use
Quote:
21.3 When you terminate your Agreement and after the Minimum Period has expired the termination is subject to 30 days’ notice that will be applied to your account when the MAC Code is used
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_________________ 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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