Hi Cliff

We spoke to several people at BT who all said they could do nothing about it and that it was up to Orange to take the tags off.  I think Orange have to raise an order requesting this work.  My husband kept ringing BT wholesale to check if Orange had contacted them but each time they hadn't.

My husband kept on at Orange telling them that we needed the tags taking off - it is the only way, don't let them forget about you - and always log everything they say in black and white so that you can quote them at a later date or send them a fax confirming what they have told you.

My husband even rang BT and asked if he were moving to them would they be able to get the tags taken off any quicker and their response was that it was up to Orange to do it as it was their tag markers on the line.

Sorry can't help you any better than that - but suggest you ask Dai Young - he is on this site somewhere - he knows more about these things.

Tremic

Tremic

I've had the same problems with Orange LLU upgrade,mine wasn't resolved after 2 months,have now been told that i will receive a mac code in 5 days.

You say that the Orange tag was removed.Do Orange do this automatically or do you ask them to do it or do BT do it and is there a cost involved.

I have been told by one ISP,a non LLU provider that i would have to pay their normal set charge because they would have to pay BT to to do whatever has to be done to return the line to the way it was before Orange cocked everything up.

I know how you feel - I too have been in the same position - the broadband connection that was supposed to be offline for half an hour lasted over a month. This is our tale of woe from when the connectiont went off on 28th March and Orange’s “customer service” over the time we dealt with them was totally unacceptable.  We have spent a fortune on telephone calls and have spoken to over 15 different Orange employees - all but two woefully lacking in the ability or inclination to assist.   We have had cso’s telling us one thing and another telling us something else.  When we rang to speak to escalations we were told it did not exist – we had only been talking to them the day previous.  We were told to ring back later and we might get through to the other team then – no one seems to be able to transfer calls.  When we asked for the Head Office telephone number they gave us it only to hear the response ‘Hello you are through to British Gas’ when we rang the number – yes you read correctly!!

A request for a MAC code which should be issued in within five days and as everyone knows is computer generated, took them almost a month from the date of request and then given reluctantly to us.

They put us on dial up for about a week – not much good as the only computer that worked with dial up was the old laptop we had given to our son for downloading his music.  I think I could have walked to some of the internet site’s shops quicker  - even if they were at the other end of the country!!

I stopped my direct debit as I thought to myself if they can’t provide broadband then I won’t pay them any money.  Then the day they realised my direct debit had been refused - they rang me to ask why the direct debit had been refused – to which I replied with the full story again only this time they were paying the bill for the telephone call!!  I bet he wished he had never rang us – I was put through to every Tom, Bill and Harry until they decided to put me through to the ‘cap champ’ working that night!!  Can you believe it they even give their staff stupid names like that!! even telling you about it  has me in tears of laughter.

We have a fax machine in the house and asked if we could send a fax to them and was given a number and name of someone who calls himself the customer liaison between head office and the customer.

Don't give up we were told the same lies as yourself - it is because 20% of llu upgrades don't work!! then you may ask as I did why on earth try.  Keep on at them and never believe what they tell you and always ask them to call you back - I was given the same yarn as you were but I wouldn't give up and now I am free of Orange even down to having their tags taken off the line.  Ask to speak to someone in Complaints and they will probably put you through to escalations.  If nothing else all I can recommend is send a fax - it worked for us as we were sick of complaining using our phone and us being charged to listen to dreadful music.

Good Luck

Tremic

Orange have told me that they do not know when they can give me a MAC code as there are problems with my line as it is part of an LLU.

 I have been told that I may never get a code and can continue to chase them but there is nothing they can do.

Is anyone else out there in the same situation?  Doe's this sound like a real reason or just another Orange lie?

I don't know what to do as they are simply refusing to give me a MAC code.  Advise will be greatfully recieved!