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 !!!