Orange 'Free' Broadband

montage

lindabloomfield wrote: »

mw2655 wrote: »

here's the letter i've sent to orange in case anbody wants to use/modify it..


Thanks very much Matt.

First time I've used this forum and have this same problem and letter from Orange. I will use your letter to contact them before I contact Ofcom as it states is a requirement before reporting to them direct. The lady I spoke to at Orange today gave me the distinct impression I should just be grateful I have had the free broadband for the last 2 yrs (even though I'd been a paying mobile/broadband customer for 10 years before that). She then raced through the prices per minute of the charges I'll incur to make land line calls with their price plan. She would hardly let me get a word in and was as if she was reading from a script (possibly due to the level of complaints received?) So, it's not just the £14 a month line rental (1st 3 mths at £11.50 - as so many on the forum seem to be getting quoted different billing rates), I'll lose the free calls I currently get from Primus who only charge me £9.96 monthly line rental! In terms of cost, it will cost me a further £40.98 per yr for their line rental and any phone call charges I incur! She also told me if I did nothing to change to another provider, Orange would automatically take over my line rental, however, I've had a further e-mail since stating my broadband connection will terminate at midnight on 12/11/2012! I'll certainly go by the book, letter Orange first, then Ofcom. Disgraceful business practice and I'll do my best to find a better deal. I'll post if I find one. Cheers.

..

If you feel you was miss-sold follow the steps above and in previous posts. They will ultimately more than likely match any current offer you have with your line provide BUT ONLY until your mobile is due for renewal and then it will revert for the remaining minimum term to the regular cost.

To fast track it a bit more i'd skip the letter to Orange and just escalate your concerns to a call centre manager and then to Ofcom if they offer no suitable solution.

Woodlandman

I finally had a call back from orange after threatening to stop my direct debit in 5 days if orange didnt get in touch.
Got a call from a nice lady in correspondence team who said my complaint had finally been passed onto the special team who she says will call me soon.

I wonder what they will be offering me because i only pay £4.80 per month line rental from BT as im on a special low user deal.

I told the nice lady for the benefit of the recording that i will only accept either continuation of free broadband for the remainder of my phone contract or charge free termination of the contract.

I also believe that i have never signed a home broadband contract only a phone contract therefore the free broadband comes under the phone contract. This means they have changed the terms to my material detriment which entitles me to be able to get out of that contract without charge.

I will post what happens if they ever do call back.

WillBanyard

Woodlandman wrote: »

I finally had a call back from orange after threatening to stop my direct debit in 5 days if orange didnt get in touch.
Got a call from a nice lady in correspondence team who said my complaint had finally been passed onto the special team who she says will call me soon.

I wonder what they will be offering me because i only pay £4.80 per month line rental from BT as im on a special low user deal.

I told the nice lady for the benefit of the recording that i will only accept either continuation of free broadband for the remainder of my phone contract or charge free termination of the contract.

I also believe that i have never signed a home broadband contract only a phone contract therefore the free broadband comes under the phone contract. This means they have changed the terms to my material detriment which entitles me to be able to get out of that contract without charge.

I will post what happens if they ever do call back.

I tried to bring up how I cannot have a seperate broadband contract, because I was not told about it, or haven't ever agreed/signed one. I have been told that Orange have a signed copy of this contract from me, but they are unable and unwilling to send me a copy with my signature on it. I know they are lying because I know I have not ever signed any contract on paper with Orange because they have only ever dealt with me on the phone.

I think if you try to mention anything like this to a member of their staff, they basically do not understand what you are talking about and will not be able to correctly respond anyway (they are call centre workers, nothing more).

We can but try...

mypennyworth

Orange e-mailed a while ago, ofcom e-mailed tonight. Once I get a reference number I'll be back on the phone to Orange.

Cheers to everyone and especially Eva49 for pulling the many strands together.

kstrachan

I have had a simply broadband contract with them and had decided to change my landline to orange as the combined fee was less than the fee for broadband from orange and line rental from BT - BT made an almighty mess of this and I am now moving all my services to orange I have had a good amount of help from the cs team - there are a few changes to the ofcom regulations that perhaps other forum users are not aware of - orange and other providers are no longer allowed to offer phone lines without broadband so that is why the second line issue has arisen, theses are being phased out as it is no longer approved for anyone other than BT or the post office ( I think) to offer second lines in an address - as an aside I never got offered free broadband and have had a mobile contract from orange for 10 yrs or so!

richardglyn

This is what we are all up against, decided to give up on the free broadband, but as mobile is supplemented by work, i managed to persuade Orange to upgrade early to a shiny new phone as recompense for the loss of the broadband.

1st bill received today- you guessed it FREE BROADBAND included in the NEW SERVICE PLAN even though my broadband letter states it ends mid October.

To add insult to injury I have a £2.50 entry detailed

Loyalty reward 24 months : 23 Sep - 04 Oct at £2.50 which they are debiting to the account???

Next step is call back to the Executive Office to ask if anybody has the slightest clue what is going on within this organisation as clearly their front line staff and customers don't !!

montage

richardglyn wrote: »

This is what we are all up against, decided to give up on the free broadband, but as mobile is supplemented by work, i managed to persuade Orange to upgrade early to a shiny new phone as recompense for the loss of the broadband.

1st bill received today- you guessed it FREE BROADBAND included in the NEW SERVICE PLAN even though my broadband letter states it ends mid October.

To add insult to injury I have a £2.50 entry detailed

Loyalty reward 24 months : 23 Sep - 04 Oct at £2.50 which they are debiting to the account???

Next step is call back to the Executive Office to ask if anybody has the slightest clue what is going on within this organisation as clearly their front line staff and customers don't !!

....

How much early was the upgrade?

richardglyn

montage wrote: »

....

How much early was the upgrade?

Upgraded 6 months earlier £100 for a S3 and I got £91 for my old S1 from a recycle site

macman

WillBanyard wrote: »

I tried to bring up how I cannot have a seperate broadband contract, because I was not told about it, or haven't ever agreed/signed one. I have been told that Orange have a signed copy of this contract from me, but they are unable and unwilling to send me a copy with my signature on it. I know they are lying because I know I have not ever signed any contract on paper with Orange because they have only ever dealt with me on the phone.

I think if you try to mention anything like this to a member of their staff, they basically do not understand what you are talking about and will not be able to correctly respond anyway (they are call centre workers, nothing more).

We can but try...

You do not have to have anything in writing for a contract to exist. A contract is a binding legal agreement, not a piece of paper. A verbal or electronic contract has exactly the same validity as one in writing. Telcoms contracts are almost never made by post and signature these days.

nickbirkin

cryptic1 wrote: »

Just so everyone on this forum knows the type of ignorant people they are dealing with, when I posted that I had spoken to the call centre in the Czech Republic (25th. September) neil9313 ridiculed me by stating that Orange don't have a call centre in Czech rep.
He then went on to send me disgusting PM's that show he is a bully and a psycho, which resulted in me ending my association with this forum, and was also joined by montage in his threats and insults.
Now Neil is himself posting about the Prague call centre. What a complete PRAT you are.
I was one of the first people to get my complaints dealt with by Orange, I had the phone number of the special team, and I could have helped everyone on this forum get the same as me.

So carry on suing and stopping your direct debits. You ruin yourselves fighting a battle you will never win. You are being advised by ignorant psychopaths.

It's very simple.
Open the screen with the pm's press "print screen" on keyboard, copy into "Paint" in accessories on windows menu and if you want I'll give you an email address to send it to.
I know I may be taking up space on the forum but am glad to add your proof or lies to the Ofcom portfolio.
Why you should be ranting like this on a forum designed for consumer rights is beyond me.
Orange are wrong on so many levels on this issue.
Unfair Contacts, Sale of Good Act, false and misleading advertising (see my post that shows a copy of the Free for life" ad) (and yes we all know it was as long as we kept up a mobile contract.)
Ofcom have been informed already of Orange using disruptive tactics, net wiping etc to dissuade and obstruct the wronged from their rights.
Why such vehemence can come from you, when your first post was to give up fighting is strange to say the least?
This forum has gathered many wronged folk and GIVEN them the strength to continue the fight.
Collectively they have sort the advice of lawyers, newspapers, each other and truly believe that they can fight this.
There is no deal you have been offered that you as an individual cannot share with the thousands in the same position.
If they have asked you sign a non disclosure clause (we know they haven't) they are conducting a sharp practice and when so many people are in the same boat, anyone with a social conscience would reject it out of hand.
This problem will never be solved by folk dropping out at the first flash of greens.
PS Have you really got a direct line for the Special Team, really? no honestley reeeeeeaaaaallllly? Give me your paypal account and I'll drop a grand in it for that.