Quitting Orange (not in contract) can they charge me?

Bogof_Babe

I stopped my direct debit to Orange after seven years of being on a £27.99 per month package. As far as I'm aware I never signed up to a contractual period.

First they emailed me saying they were having trouble collecting my payment, so I answered them explaining that I don't wish to subscribe to Orange Broadband any longer.

Now I've received a reply, which includes the following...

I do have to advise you that all broadband accounts are subject to a 30
day cancellation period, as per the Terms & Conditions of Use. If you?re
leaving without requesting a MAC code, (Migration Access Code), then a
disconnection without MAC fee of £25.85 is chargeable. This is to cover
the cost Orange incurs from our suppliers for clearing the broadband
from your landline.

Do I have to pay this? Also what is a MAC code?

penrhyn

Orange have told you what it is in their response.
If you wish to move ISP then you require the MAC from your existing supplier.
BT Open Reach charge the ISP a fee for removing/transferring your broadband connection.
If you transfer the new ISP picks up the charge, if you cease using broadband you do.

Bogof_Babe

Sorry, Migration Access Code is just jargon to me. I'm assuming it is to do with the phone line, but as I have now changed to a mobile broadband dongle I don't need to use the phone line in future.

The way I read that paragraph is that it costs £25.85 to leave them without getting a MAC, so presumably if I did need one it would be more?

I just thought it's a bit cheeky to charge me £25.85 when as from last week I don't need their services any more. You don't get charged when you change a utility provider do you?

penrhyn

When you cease broadband a BT engineer disconnects the broadband connection to your line. Someone has to pay for this.
If you use the MAC to move to a new ISP you pay nothing, as your new ISP pays BT.

Utilities are somewhat different as you don't need to be unplugged from one supplier and plugged into another, its just a billing transfer excessive.

macman

Cancelling your DD is not giving notice to cancel your contract. Like all telecoms providers, you need to call them and give 30 days notice. If ceasing your service without using a MAC then £25 is a typical charge which is levied by Openreach and which your ISP will recover from you.

Bogof_Babe

Thanks all. Fair enough then, looks like I'll have to get the cheque book out .

CrabPaste

http://www1.orange.co.uk/homebroadbanddisconnection

http://www.orange.co.uk/images/editorial/TermsandConditionsOrangeHomeServices010410.pdf

21.2 In order to transfer your Service to a different provider you need to request a MAC Code from us that you should give to your new broadband provider. You can request to receive the MAC Code by email or letter. We aim to provide the MAC Code to you within 5 working days of your contacting us. A MAC Code expires after 30 days of issue. We can only provide a new MAC Code once the previous one has expired. The request of a MAC Code does not immediately cancel your account.

21.3 When you terminate your Agreement and after the Minimum Period has expired the termination is subject to 30 days’ notice that will be applied to your account when the MAC Code is used.

21.4 If you terminate your Agreement and do not request and use a MAC Code you agree to pay us any Charge that we incur from BT for disconnecting you in this way together with our own associated administration costs. Such a Charge will not be payable by you where you Move and have subscribed to our Service(s) at your New Home or where we are unable to provide the Service(s) at your New Home.

CrabPaste

If you haven't already called them or written to them by snail mail to ask to cancel, your account will remain open, regardless of any missed payments. You'll continue to be billed until you request to cancel with 30 days notice (and pay for the 30 days notice, of course).

Bogof_Babe

I'll put a letter and cheque in the post tomorrow. I was just a bit taken aback at this charge but I understand now. Thanks again all.

CrabPaste

If you can phone them, I'd recommend doing that rather than writing. When you call, the 30 days notice will be applied on the call, if you write it could be a week or so before it's applied. At £27.99 per month, an additional week will cost you about £6.50.

If you're worried about the foreign call center, you wont get through to them if you press the 'thinking of leaving us' option.

Bogof_Babe

That makes sense CrabPaste (lovely name btw). I was annoyed to see it's an 0844 number and probably one where you have to listen to ten minutes of recorded tripe then spend another ten on hold, which would work out costlier than a stamp!

I was thinking of just sending the disconnection charge. I don't see why I should pay for a month's service I'm not getting. It's not costing them anything after all. How nasty can they get?