Orange to Talktalk Transfer Problems

flinty1972

I've recently transfered from Orange to Talktalk broadband. Although I requested a MAC code from Orange I was told by Talktalk that they didn't need it as they use LLU. The transfer to Talktalk went fine but I've since been charged a £18.50 disconnection fee by Orange.

Orange claim this is because a MAC code wasn't used and that Talktalk shouldn't have done this and its their fault. Is this correct?

Has anyone had the same problem? Can I get this money back?

syko29793

If you move to another isp without a mac then BT wholesale charge the isp. this charge is passed on to the customer. It seems unfair you were charged as you did migrate just without a mac as talk talk dont need it.

TalkTalk

Hi Flinty1972,

If you have migrated to an LLU service with TalkTalk then we dont require a MAC. This is because of the way the service is provided. Your line will have been removed from BTs equipment in the exchange and connected to TalkTalk equipment meaning your broadband and phone services are now provided over TalkTalks network and not BTs. Due to the fact the line is physically moved we dont need a MAC.

If Orange run a Tags on the Line check they will be able to see that your service is no longer being provided over BTs network and that you now have LLU services. It may be worth asking them to take a look closer into this to see if they can refund the charge because of the type of migration that has taken place. It is up to them and their terms and conditions though.

If you need any more information from TalkTalk then let me know.

Cheers
EmmaL x