Non-collection of router

GrippyTeuchter

I recently cancelled my Orange Broadband contract and switched to BT. All went without a hitch and I have the letter from Orange which states that they will send a pre-paid envelope to allow me to return my Livebox router.

They have not sent an envelope (which I honestly didn't really expect them to) and I would imagine that thousands of people have the same experience from various ISP's that they moved away from.

Am I within my rights to write to them and state my intent to start charging them storage costs for the router until they send this fabled pre-paid return envelope?

They quite clearly state in the contract T&C's that the router remains their property and was only on loan/hire to myself for the duration of the contract. So now I am using my own resources (granted, not many resources!) to provide secure storage for their property at my residence - at no benefit to myself.

In reality I just want to get rid of the thing, so if it prompts them to send my envelope pronto then fine. But if they ignore my letter am I able to start charging them a nominal storage charge?

Cheers,

Paul

Tom1234

Why not just ring them and remind them to send a envelope first. If you really just want to get rid of it surely that's a better solution?

GrippyTeuchter

Agreed - that would be the simplest way. But there would be a sneaky satisfaction in turning the tables on them a little bit.

brewerdave

I'm still waiting for the fabled envelope from HOrrange after 12 months, even tho' I reminded Customer Services over the phone!!!!

spike7451

The problem lies, chaps, because these companies outsource the collection of their equipment to third parties who employ people on a self employed or base salery/target ernings basis.
When you ring thru to a company,say NTL, the person you speak to puts a request onto the SMS (Subscriber Management System) which goes off to the contractors to collect the equipment.
When I started with NTL,the collection was done at the same time the engineer disconnected the customer,by the engineer,but this was deemed too expensive.

Orange_Company_Representative

Hi there GrippyTeuchter, 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 "Jonathan Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Jonathan
Orange Response Team