Orange won't let me go without a fight!

glory71

I have been using Orange broadband for some years (started when they were still wanadoo). I've recently moved in with my partner and as his contract with TalkTalk is still current I thought I'd cancel my Orange account as we don't need two ISP. Easy? Not at all!

Firstly, they want to charge me a disconnection fee as I'm not taking a MAC code with me. I've told them that I won't need a new ISP as I'll be using someone else's. They won't budge. They've said I can either give my account to someone else who'll take over the payments (everyone I know already has an ISP) or they'll reduce my subcription payments to £9.86 a month. But I don't want them!

Secondly, I received a letter asking for the disconnection fee minus the last month's fee I paid them by cheque (which was more than the VAT reduction charge). They state they must charge a disconnection fee because BT will charge them to disconnect without a MAC code. I've been living with my mum recently (due to financial problems now resolved) and it's her BT phone line. She won't be disconnecting that so how can Orange be charged for that?

I really don't understand it all. I've called Trading Standards who've advised me to fight it as unfair Terms and Conditions.

I'd be grateful if anyone could offer any advice. I feel like Orange are like a stalker or psychotic ex who just won't take 'goodbye'!

Thanks
Sabs

macman

Can you clarify if you are still under minimum contract with Orange?
If not you would just have to give 30 days notice.

glory71

Hi macman,
I checked with them and my contract ended in June this year. I called in July to terminate my contract and didn't want the MAC code. I then wrote them a letter advising that the 30 day cancellation notice should start from the date of the letter (9 July). I've received some correspondence from them to say that as an act of good faith they closed my account early. But they still want my disconnection fee. I called BT about the charge Orange are talking about but the guy I spoke to said he knew nothing about it.

I've also received a letter asking for the wireless box back. Which I sent back about 4 years ago as it didn't work and bought my own. I corresponded with them about this back then. However now they want the box back or £100.

Thanks for replying

damoandclaire

have a look at ofcoms website about additional charges for Broadband and phone providers a like

http://www.ofcom.org.uk/consult/condocs/addcharges/pes/

It might also be worth contacting them about the unfair terms that orange are imposing to disconnect, in particular the disconnection fee if this is in addition to the 30 day notice. If you're outside of your contract then all that should be left to pay is your 30 day notice and that is it. Check your contract T & C also - see if its worded in there about a disconnection fee.

HTH

mrJ_5

The disconection/ceasation fee is a standard charge by BT Openreach for you ceasing the broadband connection without migrating. The idea is to encourage people to migrate via the MAC system as opposed to removing broadband from the line, then signing up again. Unfortunately the bi-product is what you are facing - those that want to completely cancel and not signup again.

This disconnection/ceasation charge would be stated in the terms and conditions that you agreed to when you signed up (or as ommended in T&C updates - which is part of the terms you agree to). This fee applies whether you're in or out of contract.

It's no good calling BT (you probably spoke to BT Retail and they won't have a clue about Orange), as it is an Openreach charge (whom charges it to Orange, not you - but Orange want you to pay it) - though, BT Retail should know about this charge since they apply it to their broadband connections too (as would any other ISP).

spark_deals

glory71 wrote: »

psychotic ex who just won't take 'goodbye'!

:rotfl::rotfl::rotfl::rotfl:

dmg24

mrJ wrote: »

This disconnection/ceasation charge would be stated in the terms and conditions that you agreed to when you signed up (or as ommended in T&C updates - which is part of the terms you agree to). This fee applies whether you're in or out of contract.

Can you point out where this is please? I also joined when it was Wanadoo, and there is no note of this in my terms and conditions.

OP, I wouldn't worry too much about them asking for the modem back. I got the same letter several months after disconnecting, and had 'disposed' of it myself by that point. They have not contacted me since (I really shouldn't tempt fate! ).

Red_Dwarf

Damnit, cant post links yet as I'm a new user.

Anyway, google "orange broadband disconnection fee" and its the first result.

That page explains the charge, which stands at £24.61 if you cancel, and don't migrate.

BT Openreach have now started charging ISPs to cancel broadband if a MAC isn't used.

Orange can and do pass this on to the consumer, and it is legal, but only if they gave you notice of its introduction and give you a chance to opt out before it came into effect.

However, if they didn't notify you of the change then they cannot enforce this charge, proving they didn't notify you though, is another matter.

mrJ_5

This is the link: http://www.orange.co.uk/time/disconnection/?linkfrom=%3C!--linkfromvariable--%3E&link=link_body_1&article=termsofusefororangebroadbandotherservices

They can notify you via the website - since its up to the end user to keep checking the terms. Unless you complain within 2-4 weeks of them being updated, you can migrate/terminate away for free - but its been there long since 30 days ago (more like a couple of years).

Orange_Company_Representative

Hi Sabs, I work for Orange and might be able to help.

Please send an email to [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL], including your personal contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Darren Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Darren
Orange Response Team