Orange moved my account without my knowledge

In July I signed up for a 12 month contract with Orange to provide my broadband. Yesterday my internet stopped working, so I called their help line to get information on what I thought must be a technical issue. They informed me that my account no longer existed because I had requested to close it and move to another service provider. They told me that a MAC code had been issued as per the account holders request. I am the only account holder, and have made no such request. I asked them to tell me who they supplied the code to, or to provide me with any evidence as to my requesting the MAC code, and they had none. They also said they could not tell me who my service had supposedly switched over to, and so they could do nothing. Has anybody had a similar sort of experience, or have any advice?

In reply to a post by dlc:

on what I thought must be a technical issue.

Did you choose the "problems with service" (Option 2)? Might be better to try "Billing & account queries" (Option 1).

Otherwise all you can do is lodge a formal written complaint saying that as the account holder they agreed to supply you with BB and that they have broken this agreement by ceasing the service without any valid reason.

They said your a/c no longer existed. Have you looked at your Member Centre ( https://membercentre.orange.co.uk/MCPres/ ) on their website to see if it's still there?

In reply to a post by dlc:

In July I signed up for a 12 month contract with Orange to provide my broadband. Yesterday my internet stopped working, so I called their help line to get information on what I thought must be a technical issue. They informed me that my account no longer existed because I had requested to close it and move to another service provider. They told me that a MAC code had been issued as per the account holders request. I am the only account holder, and have made no such request. I asked them to tell me who they supplied the code to, or to provide me with any evidence as to my requesting the MAC code, and they had none. They also said they could not tell me who my service had supposedly switched over to, and so they could do nothing. Has anybody had a similar sort of experience, or have any advice?

Hi, It looks like someone has made a real cock-up, with your complaint you need to write to:

Orange Customer Care
PO Box 486
Rotherham
S63 5ZX

Write to them http://help.orange.co.uk/orangeuk/support/personal/2...

include your Orange home broadband account number

http://www1.orange.co.uk/documents/about/Orange-comp...

http://help.orange.co.uk/orangeuk/support/personal/c...

XRaySpeX might be able give you more info...

Edited by deleted (Wed 21-Nov-12 14:46:25)

Thanks, I'll write up a complaint and send it in. I've also now referred the issue to Ofcom, and received some advice from them too. Don't understand how they could do something like this without me having any knowledge...