Orange Broadband forgotten email address

cd36uk

Hi, I wonder if anyone could help me, my father has a terminal illness and is in his last few weeks of life, we (his family) are getting his affairs in order on his behalf as he is in no condition to do it himself.
I have the job of cancelling his Orange broadband subscription...I know his contract ends in August, but unsure of date, and I do not know his email address with which to send Orange an email (contact us form requires the Orange email address for security I presume). I have searched through his paperwork but cannot find the documents relating to it.
I have found out that they require 30 days notice, therefore am trying to get some wheels in motion to avoid further subscription charges.
Any suggestions on how I should go about this? I thought about calling them but wonder if I will get anywhere with that without the relevant information to hand.

456789

phone them and ask for a manager and then give him your fathers landline number they should be able to see the account from that - I don't know if they will let you cancel the account though

cd36uk

456789 wrote: »

phone them and ask for a manager and then give him your fathers landline number they should be able to see the account from that - I don't know if they will let you cancel the account though

Okay thanks for suggestion, I will give that a go, he is literally on his last so I do wonder how I will get on with cancelling it when he passes away. He is unable to use a telephone himself (advanced stages of MND), so it really is a case of it having to be done on his behalf. I guess any company should have a plan of action in the event of a customer's death which can be done by a relative.

456789

They will probably ask for copy of death certificate or some other document

do you have power of attorney? maybe with that they would accept a letter from you

cd36uk

456789 wrote: »

They will probably ask for copy of death certificate or some other document

do you have power of attorney? maybe with that they would accept a letter from you

No, we are trying to keep costs to a minimum by not involving solictors etc, so it is simply a case of the family doing as much as we can on his behalf.
I would be slightly horrified if I was asked to produce a death certificate for something as trivial as a broadband connection! I am hoping to cancel the contract precisely at the end of the 2 years by giving them the 30 days notice. It has already been a paid for, yet unused connection for many weeks so my aim is to cancel in conjunction with the expiry of the contracted time, and not let them have a penny more than they are entitled to.
I will call them tomorrow and see what I can find out, though I fully expect to be met with a brick wall due to data protection rules etc
Thanks again for your input

mrJ_5

does he check email via Outlook/Outlook Express/Windows Mail? You could always open that up to see if there is an Orange email address in there...

cd36uk

mrJ wrote: »

does he check email via Outlook/Outlook Express/Windows Mail? You could always open that up to see if there is an Orange email address in there...

He never used the Orange email address supplied, just used the Broadband connection and his emails were via a hotmail address. I thought that Orange would be insistant on me knowing his email address for security purposes.
I have called them today and was pleasantly surprised at how helpful and sympathetic the customer service agent was, she has advised me to put it all in writing which I am just about to do.

Thanks for all responses

456789

good result

cd36uk

Looks like I was a tad optimistic thinking that Orange were going to play fair... wrote the letter as instructed, got a phone call from them telling me that was a waste of time basically, as all they will accept is either a death certificate (when the time comes) or official document stating I have power of attorney (which I don't). I am so angry with Orange for misleading me on the phone.
The woman who rang me could not have been more unhelpful when I asked her to tell me what is the best and quickest way to get this resolved, she wouldn't give a direct answer.
I quoted the staff member I spoke to the other day who mentioned a 'third party account access' possibility, she sounded surprised that I knew of it, and reluctantly told me to obtain a form from the Orange website. I asked where on the site I would find it and she was very vague. I have since looked in the area on the site where she directed me, and there is no such form.
I am so annoyed with Orange, I don't know what to do, my mother cannot afford to line the pockets of a solicitor in order to seek power of attorney rights living on a meagre state pension, nor does she have the time because she is my father's 24 hour carer. So until he passes away they will continue to charge his account for the broadband service that is not required or used all because of red tape :mad: