Orange 'Free' Broadband

Vdubster

Lots of activity around 4G today wouldn't it be a shame if the Orange & EE Facebook/twitter pages had a lot of free broadband complaints, lol.

Have fun ;-)

J

Eva49

My text message from Orange
You're part of UK's largest 3G network now powered by EE. Next time you turn your phone off/on you'll see EE on your screen.
See http://oran.ge/ournetwork.

Hmmmmmm!

http://www.bbc.co.uk/news/technology-19786041

http://news.sky.com/story/992071/government-calls-urgent-4g-peace-talks

moon777

fitz2012 wrote: »

I telephoned Exec Office trying to chase up my call from the special team in an attempt to try to resolve my complaint.

Spoke to Marie, who had an appalling attitude, very dismissive, cannot help you, have to wait for the call, 'we have 8 weeks to resolve your complaint'.

I said but my broadband will be disconnected in 4 weeks. She replied that is irrelevant, we still have 8 weeks. I am only 2 weeks into the 8 weeks period, so Orange could disconnect my broadband before replying to me!

This is crazy! Despite this issue and its handling I was still prepared to do a deal until the end of my mobile contract, which is 12 mths. So even though I am willing (the material detriment adjustment offer) I cannot at this time resolve my complaint.

The Exec Office are now treating customers with contempt!

I wonder why they think they have 8 weeks? if CISAS cant deal with this as its a big business decision - where do they get this 8 weeks from? Only 3 left for me on that basis, and only 2 left for some others who initially complained straight away and had their letters before me.

I have given up expecting a call or result, I will keep battling away, but i recognize my only options are to buy out and go to small claims for justice.

axomatic

Oaky72,

I think that the closer your mobile contract is to the renewal date the more likely it is that Orange will offer you a deal. My contact is due to be renewed in Feb next year. It was also stated that £100 is the maximum amount they will pay to compensate for any advanced payment line rental deal you are in. In my case it would be amount to £32.25. I've also just got a response from Ofcom which I've copied below. I suppose it has some useful info if you didn't already know about the Executive office. I have point out in my reply that if I'd gone down the official complaints procedure route my broadband would have been cut off before anything had been done, I await a response.

01 October 2012

Dear Axomatic

Thank you for your reply to my email of 20 September 2012 in which you supplied further information about your complaint.

In terms of you mentioning that when you renewed your contract, Orange did not state that you had to take their line rental to qualify for the free broadband; this may not have been the situation at the time. With regards to Orange failing to point out that the mobile and broadband contracts were separate, whilst I can appreciate your feelings on this, you will find that the mobile contract makes no mention of the broadband service.

Turning to you telling us that you renewed your contract on the basis that the free broadband service would continue to be supplied, the following may be of interest. Following similar complaints, we have been in contact with Orange to clarify the situation. They have advised that the free broadband deal was only sold and marketed as part of the initial sign up process, and should not have been pushed as part of discussions around the renewal of mobile contracts. However, it’s unclear whether this has been the case, and we continue to discuss this with Orange.

In addition, it is our understanding that Orange are proactively contacting all consumers affected by this, but if you have not heard from Orange I would suggest that you contact them again to discuss your concerns directly. I appreciate you have already complained to them but they have failed to respond and in view of this, you may want to call their Executive Office on: 0800 0790134. Please have your Ofcom reference number to hand as they will not help you without it

If you remain unhappy with their response and remember free broadband being used as an incentive to renew your mobile contract, you may wish to continue following Orange’s complaint’s process, the details of which were in my previous email.

I hope the above helps.

bod1467

Eva49 wrote: »

My text message from Orange
You're part of UK's largest 3G network now powered by EE. Next time you turn your phone off/on you'll see EE on your screen.
See http://oran.ge/ournetwork.

I guess they must be doing it in phases - my Nokia C2 still shows Orange as the network, even on 3G. (I haven't received any such text though).

moon777

Paranoia - I understand that some people are now not posting as they feel Orange are monitoring this thread and that it will be held against posters by Orange. So the bullying reputation is growing then.

Perspective: We are innocent consumers, who were miss sold a contract. We have tried to deal with this miss selling for over 5 weeks, following the law and Oranges Procedures. We have got nowhere except frustrated and stressed by Orange refusing to admit to miss selling and refusing to deal with this fairly. As such I feel quite comfortable posting and expressing my frustrations – it’s my right and a great way to get this of my chest.

Orange / EE: if you don’t like people expressing their opinions – then stop playing games and deal with the mess you have created.

Personally I am now voicing my concerns everywhere I can as a duty to other consumers. I asked at upgrade if the broadband would carry on for the duration of the upgrade – you said yes – its simples that’s miss selling entitling me to cancellation of my mobile contract at no charge to myself with PAK.

Grandma_Carol

I'm also waiting for a call back for Orange. Now, will the sky fall in if I sign up to their landlline rental & home phone package (which is competitive in cost with my current one). It is only for 12 months. My mobile contract is for another 6 months and I guess that I can go elsewhere at the end of that, and eventually change line rental and home phone deal at the end of my 12mths contract? It is really confusing.

Eva49

Grandma_Carol wrote: »

I'm also waiting for a call back for Orange. Now, will the sky fall in if I sign up to their landlline rental & home phone package (which is competitive in cost with my current one). It is only for 12 months. My mobile contract is for another 6 months and I guess that I can go elsewhere at the end of that, and eventually change line rental and home phone deal at the end of my 12mths contract? It is really confusing.

Yes competitive while you are in 'contract', is that BB or as a mobile customer? Remember, you are only 'discounted' as a mobile customer.

I refer you to this post

1070 axomatic
Yesterday, 1:51 PM

a couple of pages back, Page 54...........think you may want to clarify what happens when your mobile contract is up, Orange have shown 'contracts' are not worth the paper they are written on.

moon777

fitz2012 wrote: »

Good luck to those who pursue further. I wish you all well and every success!

Glad you got what you wanted, not for me, but it is each to their own on this.

moon777

If nothing else through this miss selling nightmare at least I am going to be better off every month!

I was paying:

BT 20 a month for line rental and anytime calls (never really used this only needed evening and weekends)

Orange 31 a month for 600mins, unlim txt and 500mb internet – and free home Broadband for Life – 24 month contract just reached half way point. (I never used more than 250 mins – I was only paying this tariff to keep my free for life broadband)

Monthly total 51

I will be paying after buying out my mobile contract at the end of the week (and claiming the cost back in small claims):

Plusnet 21 a month (18 for first 3 months) for line rental, evening and weekend calls and Broadband with 60GB allowance (I work in IT and only use about 30GB a month so this is fine for me) – just a monthly contract!! – been with them 3 weeks, no issues all good, vastly reduced ping time on connectivity so pages are quicker, good live time usage monitor on web site.

Virgin 10 a month for 250mins, unlim txt and 1GB mobile web

Monthly total 31

So was paying 51 a month and tied into long contracts, now will be paying 31 a month – with everything on just a monthly contract. So freedom to move and big savings.
I accept paying Virgin gives EE a bit of money as Virgin piggy back EE masts – however I have no choice no other signal here. I also accept no phone on virgin sim only deal, but as I have a few newish phones owing to my job role etc not an issue for me, even if it was an issue I could use the £20 a month saved to buy a nice new phone in a years time or so. The main thing for me is I am out of contract on everything! I am free to pick and choose – the lesson I have learned here is I will never tie myself in again, I would rather pay a few quid more not to be in ‘contracts’ – as it tuns out I am paying significantly less.

All I have to do now is win in small claims for the cost of my mobile contract buy out – luckily for me it’s not that much 150ish.