Just joined Orange but no broadband!

Madasafish_Customer_Care

Hi Angelcake,

In your first post you state that you were cut off of broadband because of a dispute - what I think perhaps happened here is that your broadband company may have removed the ADSL (broadband) from your line.

In cases of payment disputes (which may or may not have occured in this scenerio) this is pretty common as your service provider still has to pay BT a monthly fee to bring ADSL broadband into the consumer's home. It doesn't work economically for the ISP to continue paying BT when the end user isn't paying their monthly bills.

When the ADSL is removed from your line it generally takes from 7-10 days to reinstall it - if this were the case, then broadband should be active 7-10 days from when you placed your order with Orange.

The only thing that perplexes me is that you were told that your service was live.... I would try calling them again and asking them for the date that your service will go live - this question will make sense to any call centre operator.

I hope that is helpful.

Kind regards,
Samara

angelcake

sorry for being a bit moody guys! just anooyed at this!


Madasafish Customer Care thank you for your post, that makes sense now! I did phone up orange again and said that it isn't working and explained that the other person said it would be live but they said and they said that the kit was on the way to me! Once I receive that will it be easy just to install it or would they need that MAC code? I haven't been given the MAC Code

The dispute was over my failure to connect through speedtouch, they said I didn't try to communicate with them, I had copies of the emails and phone bill proving otherwise but they wouldn't accept it! Hoping now orange has taken over I shouldn't get problems, but it doesn't seem to be the way!

Madasafish_Customer_Care

A MAC (Migration Authorisation Code) allows for the ADSL on a phoneline to be transferred seamlessly from one provider to the other - I believe that the ADSL was completely removed from your line, thus it would be considered a new provision and not a migration - no MAC required.

Kind regards,
Samara