Origin Broadband - any good

Origin-Broadband · 20 July 2017 at 11:07AM

petermasih wrote: »

Thanks, Ian. Looks good. But I still can't find it in the document. Could you give me chapter and verse? ... or "part and subsection" and/or pdf page number?

Dear Peter,

Thank you for querying about our policy on 0845/0870 numbers.

In April 2017 we updated our T&Cs to advise the following:
To offer a great deal to all of our customers, Origin Broadband offers a number of 'unlimited' call plans to various numbers. Examples may include unlimited 01, 02, 03, 0845 & 0870 numbers. Please note that while certain numbers are included within our plans at no extra cost, we would not include calls to adult lines, chat lines, xxx services within any type of limited or unlimited call allowance.

Any 'NGCS' (usually 0845 or 0870) call which costs more than 12p per minute is not, and would never be included in an Origin Broadband call plan'. Only calls costing up to 12p per minute would be included.

This list is not exhaustive. In addition, we may, at our discretion refuse, retract or restrict unlimited call plans for specific users who overwhelmingly use more inclusive minutes than other customers.

I hope this makes things a little clearer for you, If you have any further questions you can email us at 'mse@origin-broadband.co.uk' with the subject header 'Call plan query' and a member of our team will contact you via phone to discuss any questions you have.

Kindest Regards,

Origin Broadband

Origin-Broadband · 20 July 2017 at 11:10AM

Moneyineptitude wrote: »

You won't get a refund.

Good Morning,

If you have paid upfront for the year and have been authorised to cancel then you will get a refund of any monies you have paid.

Kind Regards

Origin Broadband

glider3560 · 20 July 2017 at 1:37PM

Origin-Broadband wrote: »

In April 2017 we updated our T&Cs to advise the following:
To offer a great deal to all of our customers, Origin Broadband offers a number of 'unlimited' call plans to various numbers. Examples may include unlimited 01, 02, 03, 0845 & 0870 numbers. Please note that while certain numbers are included within our plans at no extra cost, we would not include calls to adult lines, chat lines, xxx services within any type of limited or unlimited call allowance.

Was this T&C change for new customers only, or applied to existing customers? If it applied to existing customers, were they informed and given an opportunity to leave penalty free?

Ian011 · 21 July 2017 at 12:59PM

Origin-Broadband wrote: »

Any 'NGCS' (usually 0845 or 0870) call which costs more than 12p per minute is not, and would never be included in an Origin Broadband call plan'. Only calls costing up to 12p per minute would be included.

Calls to 084, 087 and 09 numbers have a two part call charge consisting of an Access Charge set by the caller's phone provider and a Service Charge set by the called party and their telecoms provider.

The Service Charge can be up to 7p per call or per minute for 084 numbers or up to 13p per call or per minute for 087 numbers.

When you mention this "12p per minute" limit, what exactly do you mean by "cost"? Do you mean "Service Charge" or do you mean "combined Access Charge and Service Charge"? In any case, such a limitation would appear to be in breach of Ofcom's General Conditions which permit inclusion by prefix, not by price.

Jabba_flabba · 21 July 2017 at 1:20PM

To provide some feedback on Origin, since I moved to them a few weeks ago. I am using their ADSL service.

As I already have a decent router, I opted for Origin to not send me their own. Unfortunately they did not send me the required PPP username/password in advance of the go-live date, so I had to contact them about this. I didn't get a useful reply via email, so I ended up phoning and was promptly issued with the required credentials. Origin could also do with a bit more info on their knowledgebase as to the required settings for bring-your-own-router customers. The only guide I found seemed to suggest I'd need to configure it for PPPoE, when in reality only PPPoA worked.

Initially the download speed was much lower than I have been used to with other suppliers. After waiting the 10 day training period, just in case it was related to that, I emailed their support email address. Within an hour and a half they had fixed the issue. Good on you Origin!

Time will tell, but so far so good!

petermasih · 21 July 2017 at 4:49PM

Thanks for your input, Origin.
Could you let me know...
Which date in April did the revised Ts & Cs come into force? Which date did they become live on your website?

Origin-Broadband · 24 July 2017 at 4:44PM

ascii wrote: »

Thanks for replying FredTheBaddie and Origin-Broadband. I emailed mse@origin-broadband.co.uk earlier in the week as suggested, and today received an email from Origin's marketing department asking which retailer I would like the voucher for. They say I should receive the voucher in the next 30 days.

Hi,

Glad to hear you have been contacted about your voucher.

Please get in touch if you need any further help.

Kind Regards

Origin Broadband

Origin-Broadband · 24 July 2017 at 5:27PM

petermasih wrote: »

Thanks for your input, Origin.
Could you let me know...
Which date in April did the revised Ts & Cs come into force? Which date did they become live on your website?

Hi Peter,

Thank you for your response, we changed these around the 10th of April.

Our communications team have more information around this if you want to pop them an email over at: mse@origin-broadband.co.uk with the questions you would like to ask and we can answer these for you.

Kind Regards

Origin Broadband

Origin-Broadband · 26 July 2017 at 2:58PM

highland_lass wrote: »

DO NOT TOUCH

WORSE THAN THE OLD DODGY DIAL UP AND ATROCIOUS ATROCIOUS CUSTOMER SERVICE

Paid up front for a year for broadband, line rental, calls then discovered no caller display - they then sent a bill saying they were taking this amount of money (a full months rental for everything + charge for caller display)
I finally got through to call centre to advise them this figure was incorrect - with plenty of time for them to stop/alter payment - needless to say THEY DID NOT STOP THIS AMOUNT COMING FROM MY BANK
On finally getting through to them once I realised they had taken this amount out of my account I contacted them and they advised they could not reinstate my money until nearly two weeks - I asked how can you take my money over the phone but you can not return my money the same way.
After speaking to the COMMUNICATION OMBUDSMAN about the atrocious customer service and them also taking this money was advise to get in touch with my bank to raise an Indemnity Claim and to cancel my direct debit with them.
They have finally returned the money they overtook but have still to sort it out

DO NOT TOUCH UNLESS YOU WISH TO SPEAK AND DEAL WITH PEOPLE WHO DO NOT CARE ABOUT YOU AS A CUSTOMER.

Good Afternoon,

First of all I would like to offer my sincere apologies for the fact you feel this way. I would like to assure you that we take on board all feedback and would like to discuss yours with you.

If you could please email us at mse@origin-broadband.co.uk and one of our communications team will be in contact with you within 24-48 hours to discuss this.

Our apologies again,

Origin Broadband

Origin-Broadband · 26 July 2017 at 3:03PM

Jabba_flabba wrote: »

To provide some feedback on Origin, since I moved to them a few weeks ago. I am using their ADSL service.

As I already have a decent router, I opted for Origin to not send me their own. Unfortunately they did not send me the required PPP username/password in advance of the go-live date, so I had to contact them about this. I didn't get a useful reply via email, so I ended up phoning and was promptly issued with the required credentials. Origin could also do with a bit more info on their knowledgebase as to the required settings for bring-your-own-router customers. The only guide I found seemed to suggest I'd need to configure it for PPPoE, when in reality only PPPoA worked.

Initially the download speed was much lower than I have been used to with other suppliers. After waiting the 10 day training period, just in case it was related to that, I emailed their support email address. Within an hour and a half they had fixed the issue. Good on you Origin!

Time will tell, but so far so good!

Hi there!

Thank you for your feedback and I hope that this continues :-)

If for any reason you need to get in touch with us please dont hesitate to pop us an email over at mse@origin-broadband.co.uk with the subject header 'Query' and one of our team will be back in touch with you within 24-48 hours!

Thanks again! :-)

Origin Broadband

Origin Broadband - any good

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