At the weekend 14 July I could not log on so I called Orange Broadband support. They said my account was 'deeply provisioned' and finally said my account was closed on 13 July. They said I had requested a MAC code, I said no. My mobile account was fully paid up with no problems. They said I should wait 8 days and re-register.
I decided to wait only until Monday and try again.
On Monday I was told by Orange Broadband Support my number was not successfully de-tagged and I must call BT. BT said my exchange was unbundled from 10 July and so it was for Orange to resolve.
I called Orange again and this time a helpful young lady said there was no record of me asking for a MAC code, but the account closure was 'MAC based'. She then told me I must wait up to 10 working days for an engineer to travel to the exchange and manually sort the situation out so I can re-register. She apologised for the failure by Orange but could offer no faster solution.
At least I did not wait 8 days before getting that ball rolling!
So now I wait until whenever the engineer decides he will drive to my exchange. It was through no fault of mine that I am disconnected, but because the broadband is 'free' (I pay £36/month to Orange for this free service) I must wait until an unknown date before I can use it again.
This does not sound like the 'excellent' customer service promised by Orange.
Very odd, a MAC closure means a code was used that for some reason was associated with your line. Depending on what exactly happened then it's possible your service could be moved to a different ISP, as that's what the MAC process is designed to do.
They probably mean't your account was going to be "de-provisioned", which is odd as well as that suggests different from a MAC being used. Really only thing you can do is wait and see, checking back with them if you need to and getting as much details on what happened.
OK the next stage in this sorry saga is now in progress. Having waited for 7 working days to find my account clear and ready for re-activation, Orange now tell me it will take up to 10 more working days to get my broadband working again. I am told it is because BT have not fully implemented the MAC system.
The guys at Orange say this is more about Wanadoo than Orange and that they have been waiting for a long time to get problems resolved.
So another 2 weeks to wait on resolution of their own problems.
Sounds like it has nothing to do with a MAC being used as basically they're saying the broadband has been turned off. Exactly why and what's happened I have no idea.
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