Orange Broadband - Cancellation fee £18.50?

clarg

Orange has supplied my internet for 3 years after moving me over from Wanadoo. I’m now cancelling the contract, but have been told I’d have to pay £18.50 cancellation fee (in order for a BT engineer to physically disconnect me). When I signed up with Wanadoo there were no such cancellation fee and when I moved over to Orange I didn’t receive an new contracts. Upon speaking to their complaints department they informed me they had e-mailed these new charges out but it went to an account I no longer use.

Are they legally allowed to do this? As far as I’m concerned I’m still under my original Wanadoo contract as I was never issued with a new one. Can anyone offer any advice please?

syko29793

BT Wholesale have now started charging isps to cancel broadband if a mac is not used.
Orange can and do pass this on to the end user (as do some othe isps)
It is legal but only if they give you notice of the change and give you a chance to opt out i.e cancel before the change comes into effect.
If they say they emailed you and have proof they sent it then your stuck im afraid.
However if they did not notify you of the change then they are in the wrong proving this is another thing though. good luck

espresso

clarg wrote: »

Orange has supplied my internet for 3 years after moving me over from Wanadoo. I’m now cancelling the contract, but have been told I’d have to pay £18.50 cancellation fee (in order for a BT engineer to physically disconnect me).

This only applies if you want broadband removed from the line. If you intend to change to another ISP then don't cancel, simply request a MAC from Orange.

hevababy

usually theres only a charge for a re issued MAC code

savagejoanna

I have cancelled my Orange broadband and gone to Virgin today, only to find that I'm being charged the £18.50. I asked for a MAC code but because I'm moving to a cable service the migration code isn't applicable! I too was sent an email to an address I do not use. Any suggestions???

hevababy

you shouldnt have told them who you were moving to and they shouldnt be able to charge u a MAC code fee thats wrong,although it has been said that if you are having a reissued mac then they are starting to chatge if this is not the case i would argue it