Sponsored Links

ISP Switching problems !!!!!

After being a satisfied customer with Orange for nearly 3 years, I decided to change my ISP, after receiving a phonecall from TalkTalk. The main defining factor being that they would save me more than £16 per month, that equates to alot on a below average income. The problem started when I asked if I needed a MAC code, the sales rep for TalkTalk told me "don't worry, you don't have to do a thing, we will do everything for you." This I did. I became a TalkTalk customer on December 28th, everything was fine, no connection problems, no software problems.

Until, February 12th. Orange withdrew £46.49 from my bank account. Thinking this was strange I gave them a phonecall, they said that my account was still open. I told them that I had been with TalkTalk now for over 2 months, but they reiterated that my account was still open and that I was liable to pay the bill, and that TalkTalk had made an "illegal migration", and that I had not requested a MAC code from them. I duly contacted TalkTalk to ask them about the situation and they told me that TalkTalk do not require a MAC code because the "phone line is their own and the software is their own", and that "Orange cannot bill me for what they have billed me for", because "Orange have not been providing me with a service". I again phoned Orange and all I got was a woman repeating over and over "you did not request a MAC code, there was no technical problems with your line, you are liable for your bill".

I am really confused, who do I believe ? One of them must be in the wrong, I can't spend every hour on the phone, ringing one or the other.

Any advice ?
 
Last edited:
Well I can see Orange point of view that as you never requested a MAC or a cease, they were still providing the service whether you used it or not.
I don't suppose you got a name from the TalkTalk rep. who spun you the yarn "don't worry, you don't have to do a thing, we will do everything for you."

I would notify both Orange & TalkTalk that your are giving them the opportunity to sort the mess out between themselves & failing a resolution you will forward the details to OFCOM.

Good Luck whatever you do.
 
You didn't notify Orange of your intention to cancel the account, so I can see their point of view, but it would also seem that TalkTalk needs to change their procedures!

I think Zag5's advice is spot on
 
Sponsored Links
wonder if talktalk LLU'ed red, l think there is things in place to stop more than one ISP being on one line but l dont think that applies to normal ADSL and LLU, l could be wrong tho and this could be where the wires crossed and went completely wrong.
 
That makes sense (I think) but TalkTalk really should have followed a recognised route which would have cancelled the Orange account (such as the MAC code), rather than promising to do everything and ending up with this situation.

Either that, or thety should have made it clear that the Orange account would have to be cancelled by the user.
 
yeah but you know tech support, they arnt interested in previous ISPs only custom to their own.
 
But, by not following the correct procedure, their new customer is bound to continue getting billed by the losing provider, which is not going to result in a happy customer.

Also, Orange have their own LLU network, so had Orange unbundled the OP's exchange while they still thought he was their customer, they would have naturally enough tried to LLU his line, which could have resulted in him being moved back to Orange again.


Ofcomedy really should do something about LLU migration, I can't see the point of having a migration authorisation code system, when some suppliers can circumvent it.
 
Sponsored Links
Thankyou for your responses. After numerous phonecalls to both Orange and TalkTalk, I decided to approach Ofcom and have been told that TalkTalk did not need a MAC code, because I took out a broadband and phoneline bundle, but they should've told me to contact Orange to close my account. Ofcom have advised me to write a letter of formal complaint to Orange and request a refund because they cannot charge for a service that they have not been providing.
 
Huh??!?

Ofcom say that TalkTalk were at fault (for not telling you to cancel your Orange account) but you've got to complain to Orange (who can justifiably say you didn't cancel your contract).

That makes sense!!

Personally, I think both TalkTalk are at fault - sure Orange must have noticed that one of their tags had been removed - couldn't they have contacted you and checked.
 
Top
Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Vodafone UK ISP Logo
Vodafone £24.00 - 26.00
150Mbps
Gift: None
NOW UK ISP Logo
NOW £24.00
100Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £25.99
145Mbps
Gift: £50 Reward Card
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Youfibre UK ISP Logo
Youfibre £23.99
150Mbps
Gift: None
Large Availability | View All
Sponsored Links
The Top 15 Category Tags
  1. FTTP (6026)
  2. BT (3639)
  3. Politics (2721)
  4. Business (2439)
  5. Openreach (2405)
  6. Building Digital UK (2330)
  7. Mobile Broadband (2146)
  8. FTTC (2083)
  9. Statistics (1901)
  10. 4G (1816)
  11. Virgin Media (1764)
  12. Ofcom Regulation (1582)
  13. Fibre Optic (1467)
  14. Wireless Internet (1462)
  15. 5G (1407)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules