migration canceled but have my internet diconnected!! help

hi there

i wanted to move to orange from o2 as they were offering me a good deal so i called o2 to a get a MAC which i gave to orange to transfer my line on monday 16th january 2012, but a couple of days later o2 sales guy offered an even better deal which i accepted so he told i had to cancel the new order with orange before the line gets transfered ( tuesday 24th january) to be able to get that deal and stick to o2 ( which i am very happy with by the way),anyway,
i called Orange on thursday 19 th january to cancel the order ,they said ok it's canceled for you,i even got an email from orange,but yesterday friday 20 th january,o2 called me to see if i accepted the deal ,"i said ,yes of course i canceled the order with orange",the problem now according to the o2 provisional team ( from bt whole sale ) the line is still going over orange on tuesday 24th,so i straight away called orange to see what's going ? they said "no sir your order has been canceled" ,so called o2 back to let them know they said well we cannot see the cancellation from Orange,so basically i stacked in the middle of the 2 providers now,i even tried to call bt but they said the 2 providers needed to sort it out!
i don't want to have my line disconnected on tuesday 24th ;-(
i am bit annoyed why o2 hasn't offered the deal in the first place instead of this mess!!
what do i need to do now? help

In reply to a post by stevenfrenchy:

hi there

i wanted to move to orange from o2 as they were offering me a good deal so i called o2 to a get a MAC which i gave to orange to transfer my line on monday 16th january 2012, but a couple of days later o2 sales guy offered an even better deal which i accepted so he told i had to cancel the new order with orange before the line gets transfered ( tuesday 24th january) to be able to get that deal and stick to o2 ( which i am very happy with by the way),anyway,
i called Orange on thursday 19 th january to cancel the order ,they said ok it's canceled for you,i even got an email from orange,but yesterday friday 20 th january,o2 called me to see if i accepted the deal ,"i said ,yes of course i canceled the order with orange",the problem now according to the o2 provisional team ( from bt whole sale ) the line is still going over orange on tuesday 24th,so i straight away called orange to see what's going ? they said "no sir your order has been canceled" ,so called o2 back to let them know they said well we cannot see the cancellation from Orange,so basically i stacked in the middle of the 2 providers now,i even tried to call bt but they said the 2 providers needed to sort it out!
i don't want to have my line disconnected on tuesday 24th ;-(
i am bit annoyed why o2 hasn't offered the deal in the first place instead of this mess!!
what do i need to do now? help

Err wait and see, where you on one of the now legacy (no longer offered )products by chance or on one of the newer ones that are capped & shaped ?

Do you have both your line and broadband with O2, or is the line with some other provider and just the broadband with O2? You imply that you asked Orange to take over both.

There will be two orders from Orange to Openreach, one for the line transfer and one for the broadband. Check with Orange that both have been cancelled, not just one of them.

Edited by RobertoS (Sat 21-Jan-12 10:37:39)

Yes but if I get disconnected , I ll have to wait like 10 days or something

Yes the 2 of them have been cancelled phone and broadband

In reply to a post by stevenfrenchy:

Yes but if I get disconnected , I ll have to wait like 10 days or something

Yes but anyway, who's your phone rental with??

In reply to a post by stevenfrenchy:

Yes the 2 of them have been cancelled phone and broadband

Call O2 and tell them you're unhappy about moving to a capped deal from an unlimited one, tell them they mis-sold you the package, and demand to be put back on the old one.

O2 but were transferring to Orange two

In reply to a post by stevenfrenchy:

Yes but if I get disconnected , I ll have to wait like 10 days or something

That doesn't answer any of my questions so far as I can see? So I can't suggest the best thing to do or who to contact.

In reply to a post by stevenfrenchy:

Yes the 2 of them have been cancelled phone and broadband

?
Do you mean both are with O2 at the moment?

In reply to a post by BatBoy:

In reply to a post by stevenfrenchy:

Yes the 2 of them have been cancelled phone and broadband

Call O2 and tell them you're unhappy about moving to a capped deal from an unlimited one, tell them they mis-sold you the package, and demand to be put back on the old one.

Have I missed something? Is this is a thread somewhere else?

In reply to a post by stevenfrenchy:

O2 but were transferring to Orange two

?

I have phone line from O2 , everything was getting transferred to orange , I guess I'll have to call them to make sure both are canceled

In reply to a post by stevenfrenchy:

I guess I'll have to call them to make sure both are canceled

Yep .

I think you'll find one of the two orders is still there. Whether you will get anywhere now before Monday I don't know - those departments tend to work Mon-Fri.

You were asked what broadband package you are on by someone earlier. Which is it? Is the O2 deal just a lower price on that, or a different package?

Also worth making the point that while Orange may show the order as cancelled in their computer this will take a day or two to make it back through the chain to O2 via Openreach

Hi there , not why packages matter? But anyway It's the all rounder for 15.50£ a month including phone line (new deal) I was paying 20£ a month
thanks fr your help

O2 told me it takes 24 hours , but they called me it was 36 hours after I canceled ..(but still not showing on bt open reach)Hopefully by Monday it'll be sorted out

Edited by stevenfrenchy (Sat 21-Jan-12 12:59:52)

In reply to a post by stevenfrenchy:

Hi there , not why packages matter? But anyway It's the all rounder for 15.50£ a month including phone line (new deal) I was paying 20£ a month
thanks fr your help

It mattered because if you were on one of the older packages, the deal they had offered you would possibly have been on the All Rounder, and that isn't as good as the older ones.

As you are already on the All Rounder and happy with it, there isn't a problem. That is, once you get this order cancellation stuff sorted. Let's hope you do!

there you go no more internet now !! and none of the 2 providers are accepting the damages,i don't even know what to do next ....

Does the router still sync with the exchange, just not get connected to the net?

Does the phone work?

Also I suggest a PM to MrSaffron who posted earlier in the thread, refer him back to here, and ask if he can help. He may be able to find something out about what has happened, but I wouldn't be too hopeful.

I have the feeling that O2 have closed your account willy-nilly. Either that or your line is now on Orange. Did you have any Orange login details at the start?

As you can post here, can you get into MyO2 and have a look at your account?

Edited by RobertoS (Tue 24-Jan-12 13:05:11)

Hi thank you for your message, I found out that Bt still transferred the line and ignored the cancellation request from orange, I don't have orange login since I cancelled a day later after ordering, finally spoke to someone from provisional team from Orange , Bt still transferred the line so I have to cancel to line from orange and reorder from O2 !!!! In other works weeks without Internet !!

I hope you mean transferred back from Orange, not "cancelled"? Can't you get it done through an order for transfer plus BB from O2?

Possible silver lining.

Free months and/or half price for some months and/or possible cashback from TopCashBack or Quidco. The cash back may not be easy as you were recently an O2 Broadband customer.

You'd think there was some way of getting compensation for the loss of the phone line, plus all the hassle.

Thinks. I'm sure O2 could have blocked the line being taken from them .

well apparently the line went to orange but the account has been closed so i can't get online with orange even though i don't want to deal with them,they have a tag on my line now and to stick to o2 i d have to be a new customer now !! but first of all i need to get the orange tag off!! and wait few days then wait 11 working days to go back to o2!! i can't believe how incompetent they are!! i called orange about 5 times to make sure the line wasn't going over orange!! they were all rude and though i was crazy to keep calling ( since o2 were asking me to do so as they could see it was going through) ,No sir your order has been canceled ,you won't be with us ,they would not put through to the provisional team to double check that, now i have to call them again to make sure it gets done and explain the whole story again every time!! i am [censored] now and no internet but fortunately my neighbor is kind enough to share his internet for the time being ,i really appreciate that!
let's hope it ll get sorted out

I would say write a carefully worded letter to both O2 and Orange head office.

O2 I would say was at fault for trying to give you a retention deal AFTER the MAC had gone though and started the whole mess.

And Ornage for not chasing up the line termination with Openreach and both are at fault for follow up.

A complaint wilkl need an investigation and getting all the tapes out from call centres and generally costing them a few quid to sort out.

After that if your not happy with their response complain to the communications ombudsman.

no phone calls today so i decided to call orange to see what was going on,they game an another MAC code,so i guess i could connect quicker to anyone i want ,but i guess ill stick to o2,but i gave them a call earlier but i was to tired to explain the whole story again so i just hung up,i ll try tomorrow,
i was thinking there is quidco offer that gives 100£ can i sign up to it? or they might think its a bit cheeky!!
since my home phone line is still with o2 ( never got transfered ,not sure why this hasn't) ,its better to stick with o2 right? otherwise itll be a mess to connect to someone different?

The worst thing that can happen with cashback is that you don't get it. It doesn't cost you anything. Unless you reject a guaranteed deal for it so end up with neither. As I think you said earlier, you will need to wait a few days before ordering O2 Broadband via cashback, and in view of all that has gone on I have a strong feeling you won't get cashback. It's supposed to be done completely online by a new broadband customer, and this is hard to claim in the circumstances.

I'd be slightly worried about delaying anyway. As I understand it you cannot have an O2 Home Phone line for very long if you have migrated the broadband away, so you need to make sure they don't end up just cancelling the phone line.

I would get whatever deal you can ordering by phone immediately. What does "they game an another MAC" mean? They gave you another MAC, or they are going to?

That's the helpful bit. I hope the next bit is as well, as you do seem to say different things to what you mean. In particular you use the word "line" all the time when it looks as though that isn't what you mean. From this latest post of yours, and reading the whole thread again, it does look rather like this could all be your own fault .

Right up to yesterday morning you have always talked about the line, when I and others have tried to clarify what you tell us. Now you say the line is still with O2. Only the broadband went.

I would be fairly sure that something similar has happened in your conversations with the suppliers, particularly Orange. The line order was cancelled, but if you kept on talking to them about the line after that they would quite rightly tell you there was nothing to cancel. They would be looking in the wrong place, or even if they saw the broadband migration order they would think you were happy with that, as you weren't mentioning it. Look at this, 2:40 yesterday

i called orange about 5 times to make sure the line wasn't going over orange!! they were all rude and though i was crazy to keep calling ( since o2 were asking me to do so as they could see it was going through) ,No sir your order has been canceled ,you won't be with us ,they would not put through to the provisional team to double check that

They were right. It didn't.

Make sure you talk about the broadband connection when that is what you mean. And to repeat my advice, get an order in quick before there is a phone line cancellation goes in. If one does you get into an even deeper mess. Get a deal by talking to them and forget the cashback if that makes you have to wait and as there's a fair chance you won't get it anyway.

i am sorry i am all getting confused in the meaning of the words , between frustration and tiredness!
basically i have an home phone line with o2 and broadband with orange ( not working since i have no account with them),orange gave me a mac to transfer my broadband back to o2 so i called o2 to do so but they said i first i have to close the account i have with them phone line included and call back 24 hours later to reopen an account with them ,that 's what is happening at the moment,i hope it s all understandable now.
i am thinking now why didn't they just take the new MAC from orange to get the broadband back? i am afriad now i may have to open a new line BT since i wont have a landline number from tomorrow! or can they just re open an account under the same number etc... ?

thanks for your help

No idea why they can't just use the MAC. Maybe you need to escalate to higher support levels. A right mess .

I'm sure you must have Broadband account with Orange. If you didn't, they couldn't have given you a MAC.

But if you have already cancelled your phone line with O2 then unless they can cancel that "Cease" you've had it, as you say. Just have to start again.

You'll probably get a "Broadband Cease charge" from Orange. £29 or so. Maye not, if you are lucky.

Indeed a right mess!
No I do not have an orange account since it got canceled when I called the first time, it's Bt that got the broadband transfered even though orange requested to cancel migration anyway I am on the phone right now with O2 , explaining the story again and again .. They put on hold for 8 min now , the guy says he discussing it with a technical support !! I can feel its gonna be more mess !!!

New order has been placed last Friday , and now today O2 says the order is rejected for what ever reasons! I have to wait 3 to 5 working days to find out why !! I am so upset !!!

Absolute nightmare although I would have thought o2 could have stopped this right at the start. They didn't

After all at that point o2 had a tag on the line.

In reply to a post by stevenfrenchy:

New order has been placed last Friday , and now today O2 says the order is rejected for what ever reasons! I have to wait 3 to 5 working days to find out why !! I am so upset !!!

If it is being done as a new provision of broadband it would fail. It has to be done as a migration from Orange using the MAC that Orange gave you.

that's what i did ,i gave them the mac from orange (i still have to open a new account) but apparently the problem is from phone line now,i called them ,it s all a mess they my phone line was not properly canceled , they said i have to wait 3 to 5 working days to hear from them ,i am so tired of this !!!

I just found this on OfCom's website. In your case it applies to Orange:-

Erroneous MAC migrations

A1.18 The Communications Provider shall provide a recovery process so that in the event of an erroneous migration effected by way of a MAC, the End-User�s Broadband Service can be restored to the original Communications Provider with minimum disruption.

thanks for that ill look it up

new update i get an email today saying the order went through and i should get my internet back on the 11 th February, i have a feeling it 's not going to happen some reasons, because migration should be quicker right? it sounds like i am waiting for a complete new broadband connection,i called them today to make sure i was being migrated ,they said yes you are,but we dont decide about the dates ,it's bt that does the job!
does that make sense?

regards

Yes it makes sense. It needs an engineer to alter the connections in the exchange and when it gets done mainly depends on Openreach convenience to send someone.

The Ofcom page
http://consumers.ofcom.org.uk/codes-of-practice/migr...