Orange - Broadband 'removal' charge

smash7

I have had Orange broadband free with my mobile phone contract for a few years. Last October, we decided to upgrade the package for faster broadband for a charge of £10 per month.

The 'faster' broadband never materialised; in fact, the speed ended up far slower and we fought with line congestion, etc for months. We have had a new line put in by BT Openreach, etc, but still have the same problem.

We decided to cancel the Orange Broadband and were told this would be done free of charge due to the fact that the service they should have provided us was not delivered, etc. We were given a MAC code and I contacted Virgin Media and instructed them to install Fibre Optic broadband.

I have since contacted Orange to let them know we would not need the MAC code and just to cancel the contract and they are trying to charge me £29 as they will need to send someone to 'remove' the broadband from my line as we will not be using it.

I have refused to pay this and have told the agent I will be canceling my direct debit and he seems to think they will bill me for it anyway and I have no choice but to pay. Can anyone advise whether I am stuck paying this or not?!? It may have been in the T&C's (I have yet to check this) but the cancelation is as a result of Orange not being able to provide me with the correct service.

Thanks in advance!

thommy

It is indeed in their T&Cs that they will charge £29 if you disconnect without the use of a mac. However, if they haven't even delivered the service you ordered then it would be out of order for them to charge this. Don't get fobbed off by customer service - try to speak to as high a position as you can. If they don't play ball you'll have to escalate the complaint and push all the way. It depends how hard you want to fight. Be careful with DDs tho; if Orange try to draw the money from your bank and it is rejected, you can still end up with demands and all sorts of hassle. Try to get it sorted before they bill you. Good luck.

Orange_Company_Representative

Hi smash7

Sorry to hear about this. If you contact our Customer Support Team, they may be able to advise why they were happy to waive one cancellation fee, but not the other. They can be reached by calling 0844 8738586 between 07:00 and 23:00

Alternatively, I'd be happy to look into this for you myself to see if there's anything we can do. Our team can be reached either via Facebook or Twitter using the links below. We are in the office from 09:00 to 17:30, Monday to Friday.

I hope we can help.

Darren from Orange Helpers
Twitter: http://twitter.com/orangehelpers
Facebook: http://www.facebook.com/OrangeUK