Orange Broadband - 50% price increase !!

damoandclaire

brewerdave wrote: »

Migration to another ISP- Please all bear in mind that the 30 day notice period starts from when BT Wholesale TELLS Orange that you have migrated, not necessarily the same day as your actual service changeover - so you will have to pay both ISPs for 30 + days.Don't stop your DD to Horrange too early or you will get into the horrendous circle of debt chasing that others have had to endure.....once you are sure that you have covered this notice period - CANCEL!!!

considering it will be BT openreach on behalf of BT Wholesale on Behalf of Orange, that carries out the changeover (although exchanges are LLU, its still all run by BT), they would be aware that the customer has been migrated already - surely :rolleyes:

That said, I think they(orange) would have trouble arguing that the 30 days notice would start from when BT Wholesale find out. It should start from the point that the MAC code is used by the proposed supplier as this is the customers intention to quit, not any later as this could be seen as trying to extort (is that the right word?) money from the customer. if you're in still in term then yes, extra charges maybe levied for early termination. (im sure someone will correct me if i'm wrong).

damoandclaire

just found this on ofcoms website.

http://www.ofcom.org.uk/consult/condocs/addcharges/pes/

there is a section on there about minimum notice periods and how long they should last. may help some people.

loomalinx

Thanks for your replies guys! This Ofcom link is very useful and states that there's no real need for broadband notice periods to be extensive - they suggest they could come down to 7 days. Have also plowed through the Orange t&cs page and I can't see anywhere that it states the notice period starts when they receive notification from BT. In fact clause 13.5 states that the notice of termination must be given by ringing Customer Support. I think I have a reasonable leg to stand on in making the assumption that the notice period started when I requested a MAC code from Orange. You have all been very helpful - thanks!!

damoandclaire

loomalinx wrote: »

Thanks for your replies guys! This Ofcom link is very useful and states that there's no real need for broadband notice periods to be extensive - they suggest they could come down to 7 days. Have also plowed through the Orange t&cs page and I can't see anywhere that it states the notice period starts when they receive notification from BT. In fact clause 13.5 states that the notice of termination must be given by ringing Customer Support. I think I have a reasonable leg to stand on in making the assumption that the notice period started when I requested a MAC code from Orange. You have all been very helpful - thanks!!

under OFCOM rules, notice will not start when you request a MAC code unless you tell them that you want to cancel. OFCOM state that in requesting a MAC, NOT to cancel your services as this could end up in them ceasing service before hand and ultimately render the MAC code useless. This could also put a "TAG" on your line for up to 14 days after the service becomes in active. Even after the tag has been removed, depending on provider, it can take up to 10 days to get service again.

Obtain a MAC by all means but DONT tell them you're cancelling. When you provide the MAC to your new proposed provider when they use it, that is when orange can start wrapping things up as this would be your intention to quit the contract/service. hth

Chell

Those of you who have left Orange, did they actually ask for the router back? I know it is in the T&C but I was just wondering if they bothered?

Our Orange service ended today, we now have Post Office broadband/phone line.

scobo_2

They sent me out a bag to return it the day I phoned to cancel my account.
You get a letter with it saying they'll charge you £100 if you don't return it.
Your best phoning them to cancel once you've migrated.

Chell

scobo wrote: »

They sent me out a bag to return it the day I phoned to cancel my account.
You get a letter with it saying they'll charge you £100 if you don't return it.
Your best phoning them to cancel once you've migrated.

I thought when you used the MAC automatically notified them? From their site:

2. Your new service provider will contact us to let us know they've got the code.

3. Well then cancel your Orange Broadband account, which will take 30 days.


'Theres no need for you to cancel your Orange Broadband contract, this process will automatically cancel it. If you do cancel the contract your MAC code may not work any more. That means you'll need to start the registration process from scratch with your new supplier, which could take longer.

If you've already asked to cancel this Orange Broadband contract, this MAC process will override that request, so we won't be cancelling your contract. Instead, when we hear from your new supplier, your service will transfer over to them'

scobo_2

That's what is supposed to happen but I wouldn't rely on it.
I've heard a lot of people say they've been charged after migration because their account wasn't closed by Orange.
My online account was still showing as active 2 days after migrating and when I phoned they said my new ISP hadn't notified them of the change over.
They closed the account on the strength of the call at my request.

brewerdave

I had no end of problems when I migrated because Horrange Customer Services seem to be in a different Universe from Horrange Home Billing!!!In short, PHONE them when you actually migrate to make sure they close the account and ask for written confirmation.Even then ,you'll probably end up having to chase again!
As to returning the Livebox - I'm still waiting for the prepaid envelope to arrive after a year!!!

harz99

harz99 wrote: »

Migrated to Plusnet today via phone call. As we are non LLU we cannot get the £5.99 each month for 18 months, only the 3 x £5.99 and 15 x £11.99 (thanks BT).

But asked for and got given first 3 months free, just need to keep check that that is what actually happens now!

Update; in the event the changeover proved to be not quite as simple as it should have been.

First, despite having been given all the MAC details, Plusnet tried to use an incomplete code, so a few emails and a couple of phone calls later that got sorted.

Second, having received an email to say that I could now connect, I couldn't! The problem being that their systems will not allow an account to be activated until an advance payment has been received, which the agreed nil for first 3 months cannot provide. After several phone calls to the helpdesk (UK manned) that was resolved by a first payment via CC to be followed by the 3 months free then as per normal DD from the bank.

So we are now connected with problem resolved and working well; however it should have been simpler than it was, still bye bye Orange..............:beer: