Advice needed - Removing ORANGE from our new home's landline

nessynoonoo

I'm about to move in to a new house and have tried to reconnect the landline but were told by BT that the line is with another provider. After a quick call to the estate agents who contacted the last tenant it seems she had a package inc Broadband with ORANGE.

Apparently she has told ORANGE that she has moved - even took the package with her because she was locked in for 6 more months - but until ORANGE cancel the current setting (??) on the phone - inform BT ?? - BT cannot set up my new landline number! They have said tho that they will be able to do it on the 18th Aug after X amount of days have passed - but once ORANGE sort it out at their end i can contact BT and they will be able to put me on my new number asap so i don't have to wait until the 18th.

Do you think i can contact ORANGE and put a rocket up their bum and make them remove the current package ASAP rather than wait until the 18th ?? If so, does anyone have a number for them - perhaps one of you guys uses ORANGE and could give me a tel number for them.

Until this gets sorted, apparently the old tenant will get billed for the calls i make from my new address!!! She's not going to be best pleased - i've got relatives in Oz!!

Any help/advice would be appreciated.
cheers

macman

Orange do not do landline rental for consumers-only business. So someone else must have been providing the call package and line rental. Sounds like she has not terminated the old service(s) properly and there is a tag on the line preventing you migrating your own broadband BT service on to it.
You won't get anywhere with Orange as you have no contract with them , you can only pursue this through BT. 2-3 weeks is not unusual under these circumstances. Your best bet to speed it up is to contact the previous owner direct.

ACDeag

macman wrote: »

Orange do not do landline rental for consumers-only business. So someone else must have been providing the call package and line rental. Sounds like she has not terminated the old service(s) properly and there is a tag on the line preventing you migrating your own broadband BT service on to it.
You won't get anywhere with Orange as you have no contract with them , you can only pursue this through BT. 2-3 weeks is not unusual under these circumstances. Your best bet to speed it up is to contact the previous owner direct.

They do do line rental.

http://shop.orange.co.uk/broadband/max

Colin_London

macman wrote: »

Orange do not do landline rental for consumers-only business. So someone else must have been providing the call package and line rental. Sounds like she has not terminated the old service(s) properly and there is a tag on the line preventing you migrating your own broadband BT service on to it.
You won't get anywhere with Orange as you have no contract with them , you can only pursue this through BT. 2-3 weeks is not unusual under these circumstances. Your best bet to speed it up is to contact the previous owner direct.

Sorry Macman - you are totally wrong on this one. Orange have done LLU for quite some time. On some exchanges they use their own LLU network, whilst on all the others they resell BT's WBC service.

These are the exchanges where they sell their LLU service (i.e. take over the landline)
http://www.samknows.com/broadband/llu-operator/wanadoo

For proof that they have a landline rental option, see here:
http://shop.orange.co.uk/broadband/max

macman

Thanks for putting me right on that one. Having had an Orange mobile once, I try and avoid them like the plague, so must have missed this...

nessynoonoo

I'm getting the estate agents to chase the last tenant again today and hopefully she'll get on to ORANGE asap.

Its only been 24 hrs without the internet at my new place but i'm already miserable!!

As soon as ORANGE do their thing apparently,, according to BT, i iwll know because my telephone line will go dead. I then call BT back up and they can activate my new tel number that they have allocated to me.

At my old house i had AOL broadband - i take it that now that i am at a new address, with a new telephone number and area code that i can now go ahead and subscribe to BT broadband - once ORANGE have pulled their finger out - with no need to obtain a MAC code from AOL...???

I keep getting conflicting answers to this one .

ACDeag

nessynoonoo wrote: »

At my old house i had AOL broadband - i take it that now that i am at a new address, with a new telephone number and area code that i can now go ahead and subscribe to BT broadband - once ORANGE have pulled their finger out - with no need to obtain a MAC code from AOL...???

I keep getting conflicting answers to this one .

MAC only required to change from one broadband supplier to another on the same phone line at the same address.

nessynoonoo

Thanks for confirming ACDeag !! Thats what i thought ...but out of the 4 operators i spoke to at BT only one said i didn't need a MAC code! Well done that person!!!

Eventually when i get piggin' ORANGE off the land line and i get my new BT number....and i order BT broadband ... i hope its pretty muppet proof when it comes to setting it up and can happen quickly. BT told me its easy but hey they would wouldn't they!!

nessynoonoo

I am still banging my head against a very hard brick wall with this - trying to remove ORANGE from my landline. They refuse to acknowledge that the tel number at the property is one of theirs!!!


I know that the landline is with ORANGE – the previous tenant has confirmed this (she had Home MAX package) and the phone does not allow me to call a BT operator service such as 150. If Orange had cancelled the landline I would know because the phone would be dead – instead I hear a dialing tone and am able to use the phone. If it has been cancelled I should not be able to. The previous tenant insists that she informed ORANGE that she was moving and indeed has moved and has taken the contract with her. She has reassured us that ORANGE have assured her – recently in the past few days - that the landline has been deactivated. Seems this is not the case.


I spent over an hour on the phone to ORANGE being passed from pillar to post at the weekend trying to sort this out just to be told that they did not recognize the telephone number as being one of theirs. Even their so called Escalation Team could not help. They refused to do an address search to see if they could see a billing address and cross match the telephone number. One of their advisors proceeded to try and sell me their Home Max package – is that why they do not deactivate the line?? In the hope that the new tenant/owner will get so fed up of trying to remove ORANGE, for an easy life they will just agree to go with ORANGE???? BT have told me that the last 3 tenants at my address have all used ORANGE. I wonder.

I'm getting well and truly racked off with flipping ORANGE!! :mad:

I just want my own BT line and be able to sort out my very own broadband provider! Not too much to ask, is it?

Are ORANGE just being awkward? Any suggestions what else i can try??

iniltous

does the op know if the number on the line ( dial 17070 and listen) is the same number that the previous occupant had ?......if the line was stopped and renumbered ( to allow the original tele number to be provided at the previous occupants new address,) then the number on the line now may not be recongnised by orange customer services,
if the line is in a stopped state then although you would have dialtone you should only be able to connect to (orange) customer services, 999, 100 etc, but not 'ordinary numbers,
if you have the same number as the previous occupant and there is no restrictions on the numbers you can call, then it would appear that even though the previous occupant has already left the property orange have put 18th Aug as the date service is to stop into the system and are unwilling to change it to an earlier date, and whats more any calls you make (not that you would ) end up on the previous occupants bill

nessynoonoo

The last occupant has moved to Cornwall and i'm in warwickshire so we can probably assume that she now has a different number.
I'm also assuming ( i know u should never assume ) for that reason that the number at the property now is the one she had. I'll try the 17070 number when i get home...what am i expecting to hear?

I sent a letter off to Ofcom yesterday asking for advice and having a bit of a moan about Orange not just because its an inconvenience not being able to get up and running with broadband but the complete disregard by Orange over who is now getting billed for the calls i am making from that number. As you probably know when you move into a new house the phone is needed quite a bit to sort stuff out, let people know you've moved etc. so i'm having to use the phone - not excessively - and it is connecting without a problem to ordinary numbers - its not just restricting me to Orange Cust Services.

Still can't understand why Orange said they couldn't do an address check to see if the number currently on the line in any way can be identified!