Switch from Orange/EE to PlusNet?

Bradfield

Just to update you all on my own case. You may recall that I migrated from Orange to BT on the 20th of December. Orange said I did not need to do anything as they would be told by BT when the migration took place. However, they continued to take payments from me in January. They did not reply to my emails and I could not get through to them on the phone. Finally I did get through to them on the phone on the 17th of January. I was told by the advisor that they had obviously "missed" the alert from BT and she was now activating the termination. She also told me that I was owed over £60 in back payments which I would receive in mid February.

Today, I received an email from Orange to say "unfortunately your new provider did not contact us advising of a successful migration. Your account has remained active and billing has continued. The account has now been closed and you will be re-imbursed £26.02 that you were charged in January.
In fact, on checking my bank account it now appears that they have made two deductions in January. The first one on the first of the month (which would be usual, if I were still a customer) and another one on the 17th of January (which is the one they are saying they are re-imbursing).

It is all very strange. The advisor on the phone saw immediately that I had migrated and said that they had "obviously" missed the alert from BT and I was owed over £60. Now someone else is saying that BT never informed them of the migration and I am only owed £26.

I intend to get to the bottom of this but I cannot yet state the precise facts about how much they owe me as I have not yet discovered how the payment periods work. I presume Orange customers must pay in advance.

Bradfield

I have just read the terms and conditions and glitter123 is correct.

Quote:

Changing Provider
3.12. If You want to transfer a broadband service from another provider to Us, You may need to provide Us with a MAC Code, which You can get from Your existing broadband provider If You want to transfer Your Broadband Service from Us to another provider, You may need to request a MAC Code from Us and give it to Your new broadband provider. You can request to receive the MAC Code by email, letter or calling Customer Support. We will provide the MAC Code to You within 5 working days of You 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. This Agreement will be terminated 10 days after any MAC Code that We provide to You is Used by Your new provider, or at the expiration of the notice You gave under point 9.1, whichever date comes first in time.

I agree with glitter123. If they are breaking their own terms and conditions and over-charging customers because (allegedly) the new ISP fails to notify them that the Mac code has been used then this is a case for Ofcom.

When they sent me my MAC code they told me I did not have to do anything because they would be notified when "you have been successfully moved".

If they had been having problems with ISP's not informing them then why did they say I did not have to do anything?

I am sorry but this seems to smell very strongly of a scam.

glitter123

I have emailed them again, stating that I am not satisfied with their response and I wish to escalate my complaint to the next stage.

That was a week ago and Orange have been strangely quiet.