Orange 'Free' Broadband

MrMister

Seems like you have been told more orange lies Fitz. Sounds like they were saying one thing to get you off the phone, but doing another.

It seems like this kind of practice is like a cancer within orange. I wonder if the staff are actually trained to do this, or if is actively encouraged. Someone inside needs to turn whistleblower.

nobby1963

This email just sent by me ;


"Dear Sirs,



I have been made aware that orange are stating to Ofcom that the only time that free broadband was offered to mobile contract customers was when they took there initial mobile contract back in 2004 /2005 ish time. I am led to believe that Orange say that after that the free broadband offer was not made to mobile customers.



I can categorically state that each time I have renewed my mobile contract with Orange I have asked if the free broadband would still apply to my mobile contract. Each time, both in an Orange store at times and over the phone with Orange tele sales ( as was the case when I last renewed my mobile contract with Orange around October 2011 I think ) I have been told that the free broadband for life would apply as long as I stayed on the pay monthly tariff I was taking out at the time.



I would like to add that when this `offer` was first sold to me by Orange it was a `for life` offer and was advertised as such by Orange.



I find it very hard to understand how Orange can deny this & I find it just as hard to understand how a regulator such as Ofcom cannot establish easily that this was the case – contrary to the claim by Orange it was not.



I would draw Ofcom`s attention ( if you can be bothered to look ) to an internet forum on the website – ` Money Saving Expert .com ` – here is the link to help you ;-



[URL="wlmailhtml:{AC2569C8-D0C0-40F9-9A2E-BD7C5487D212}mid://00000149/!x-usc:https://forums.moneysavingexpert.com/discussion/4133021https://forums.moneysavingexpert.com/discussion/4133021[/URL]



At the time of me writing this email there were 1290 posts and 61692 views of this thread, hopefully this will give you some idea about the strength of feeling about this whole issue and the numbers potentially affected by it. "



Regards

StreetTriple

moon777 wrote: »

The more people that contact Watchdog and Ofcom the more chance of everyone getting a result from this EE mess. With both, numbers count!

I contacted Ofcom in early September and have a ref number. I will follow the advice on this forum and ring 'the exec' to get a case manager as my complaints to customer services have resulted in - nothing.

I am now writing to watchdog as well.

virgin11

Just got rid of paid broadband contract.After kids got home around 3.30 it was rubbish,slow or no connection.Rang c/s several times to complain,told me to do all sorts,eventually let me leave 12 months early confirming it was a contention issue(too many customers crammed onto central pipe) Found i was not the only one, thanks to Thinkbroadband.co.uk forum.

moon777

Ofcom is all about numbers, their last reply to me after one of my emails in September to them included this:

I appreciate you would like us to help in this instance but, unfortunately, we do not become involved in individual complaints. If we noticed a rise in complaints similar to yours we may take the issue further.

nobby1963

Just had the secret squirrel phone call.

As said previously, scottish lady - supervisor in Orange broadband department.

Can only deal with broadband blah blah blah.

Basically I said that I was with BT in contract, I understood she could help me with buy out costs but I was not willing to do that and the crunch for her was that Orange did not offer call forwarding which was a service on my phone line I could not do without.

I said that after waiting nearly 7 weeks for the call ( first email complaint sent to Orange 21st August ) I had had plenty of time to think about my situation and had heard via this forum from others who had already been contacted by Orange. The only way that she would be able to resolve my complaint would be to place me on a broadband only customer tariff, charge me if she had to, but then credit me back whatever that cost was.

Having already asked Orange if they had `broadband only` plans for customers and being told they no longer offered these, I was expecting this to be a `non starter` but she said they did have such plans but she would have to check with her manager to see if this was possible.

She then told me she would call me back within 48 hours ! - I told her I would believe that when I was called back.

Points to note ;
I asked why it had taked so long for me to be contacted & was told that I had been called before but the call had gone to voice mail. They had only called me on my landline, did not have my Orange mobile number, and were not permitted to leave messages !

At the point just before I put the option of charging me and crediting me back for the broadband only package she was about to say good bye and ask for a member of the mobile department to call me about discussing an early end to my mobile contract - this was the only other option I was willing to accept ( and my second choice ).

She was definately an Orange employee.

Hope this helps.

Nobby.

diamonds

Stand alone broadband left Orange a few years ago...ill be surprised if Orange do such Nobby, but then again it must be getting tense for the top branch of Orange.

Standalone with credits to nil bills till mobile contract completes are what should have happened in the first place. All customers written to advising at the end of both contracts free broadband will discontinue.

Orange didn't and egg is now on their face.

nobby1963

She said it was around £13.50 per month ....

As I said though, this was a solution that I had asked about some time ago and was told that stand alone broadband was no longer being offered.

Nobby.

nickbirkin

10 emails sent to Ofcom, best get them on the blower

rubyriley

Email sent.