Orange 'Free' Broadband

montage

Benno1uk wrote: »

Y

...

Maybe if you read a post or two you would see nobody has an issue with the price of the line rental or broadband. Its the issue of being in a contract with broadband being provided and just because it no longer suits Orange to provide it anymore they decide no to regardless what has been said when upgrading or taking out a new connection...........bet lets face it you knew that already, nobody can find it that ambiguous.

montage

Eva49 wrote: »

For anyone new here viewing this forum; much information has been ‘lost’ within the length of the thread I thought it prudent to collate a post outlining procedure for addressing this issue; Miss-sold mobile contracts

1) Phone Ofcom Tel: 0300 123 3333 or 020 7981 3040 http://www.ofcom.org.uk/contact-us ; outline your case and ask for a case number.

2) Phone Orange Executive Office: 0800 0790 134
Quoting Ofcom case no. and note the name of the person you speak to. Under Ofcom rules they have 48 hours to respond.

3) Put your complaint in writing following http://www1.orange.co.uk/documents/about/Orange-complaints-code-20120322.pdf

FAO name of the person you spoke to…..They have a 8 week window in which to resolve before it can be advanced to CISAS……..note: this case cannot be advanced to arbitration (CISAS) as it is deemed a ‘business decision’.
Then email to [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL]

4) Report the case to Citizens Advice Bureaux (CAB) 08454 04 05 06 and ask for it to be reported to trading standards
http://www.adviceguide.org.uk/nirela...d_internet.htm

5) The next step would be to take your claim to the small claims court.
Issue a Notice of Pre-Court Action and email FAO (Name of Contact) [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL] back that up with a hard copy and send by recorded delivery to Head Office:

Company Reg No: 2178917

Company Secretary
Orange Personal Communications Ltd.,
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

OR

Company Reg No 02382161

Company Secretary
EVERYTHING EVERYWHERE LIMITED
HATFIELD BUSINESS PARK
HATFIELD
HERTFORDSHIRE
AL10 9BW

6) Link to register online application

https://www.moneyclaim.gov.uk/web/mcol/welcome

Finally, contact BBC Watchdog and any media available.

Good Luck to all Apologies for the length!

[FONT=&quot]Orange retained their Mobile Contract Customers by offering ‘Free BB for Life’ as an inducement to renew their Mobile Contract for a minimum term, and most of us relied upon that representation that Orange would not remove this incentive, certainly, it was not foreseeable at the time of renewal this would be to our detriment some time into a new contract.
Customers are now under duress to accept the current offer which is a substantial variation in terms, and has to be acceptable…

[/FONT]

*Bump*****

watchdog

I have now committed irrevocably to move my broadband to BT.

BT already have my landline, and the offered total package was acceptable, and included £25 of M&S vouchers to keep Mrs Watchdog happy. The additional cost will be c.£8pm, although they assure me that our rural broadband delivery will be significantly faster than Orange. Frankly, after all this vexatious palaver with Orange, it will be the best £8pm I have ever spent ! Hell would have frozen over before I would have succumbed to Orange's devious antics to obtain my landline, and, of course, they lose my mobile business into the bargain.

One problem though ........ I wrote (recorded delivery) on 12 September asking for a MAC code. EVA49 kindly informed that this should take about 5 days. Well done Orange, you are still digging your hole even deeper ! It's now 25 days, and I am STILL waiting. I will now have to contact BT and ask whether they can continue the transfer without this MAC code ... Anyone know the answer ?

Strange thing is, I have now received another Orange automated letter (subsequent to my request for a MAC code) which extends the broadband cut-off by a further 3 weeks. They ask me to phone them for a 'talk' - again ! I have already talked to Orange (0800 294 4747) until I am blue in the face. I know what they want, they want my landline, and I am not going to transfer it - not now, not ever ... but they are not listening.

Sinister isn't it ? Orange put absolutely nothing in writing, everything has to be verbal, just like my 'free for life broadband' offer. Do Orange not realise that they have been rumbled ? The worm is turning !

This sorry saga has now dragged on for several weeks, and this site page alone has been read 67,000 times. This will go down as a major PR disaster, and the Orange brand will be stigmatised, and forever shunned through association with the 'free for life' broadband offer.

If Olaf Swantee (Mr Orange) doesn't get this mess sorted out quickly, I foresee more baby boys being named Hannibal or Adolf (that brand association stigma again) than people buying Orange.

watchdog

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...

Call centre jobs eh !

I read that call centre jobs are what fruit pickers refer to as 'a promotion'.

Frankly, these amorphous call centres are the bane of modern life, few would disagree. We are fortunate to find one in the same time zone as the UK, and comprehension of the English language is not to be taken for granted. The staff (extremely pleasant as they so often are) seldom have any background experience in the selected industry.

Call centre staff are merely employed to answer the phone on those customers, who through their dogged grit, tenacity and determination, have survived 30 minutes of Greensleeves musak on a play loop, and successfully navigated a myriad of telephone option numbers :mad: Then, when you ask them a question, they are usually flummoxed .... you may as well have asked the Vicar in the first place !

You see, Call centre staff are trained only to ask questions from a tight script, and then give the most appropriate (in their opinion) equally scripted response. Mention the name Olaf Swantee, and I suspect that the majority of Orange's Call centre staff would think it was a cocktail drink :beer:

I don't blame the call centre staff for this dereliction of corporate customer service in 2012, it is sadly a paradigm of modern life, and they only act as directed ......... no, I blame the cocktail drink.

Eva49

watchdog wrote: »

One problem though ........ I wrote (recorded delivery) on 12 September asking for a MAC code. EVA49 kindly informed that this should take about 5 days. Well done Orange, you are still digging your hole even deeper ! It's now 25 days, and I am STILL waiting. I will now have to contact BT and ask whether they can continue the transfer without this MAC code ... Anyone know the answer ?
0800 294 4747

This is outrageous!
They should be able to text you the MAC code
Probably not what you want to hear, but in order you can advance your new BB package...........it might be worth one final call to the above number BB dept. and tell them you want your MAC immediately!

Or alternately Executive Office Tel: 0800 0790 134

nickbirkin

Originally Posted by watchdog
One problem though ........ I wrote (recorded delivery) on 12 September asking for a MAC code. EVA49 kindly informed that this should take about 5 days. Well done Orange, you are still digging your hole even deeper ! It's now 25 days, and I am STILL waiting. I will now have to contact BT and ask whether they can continue the transfer without this MAC code ... Anyone know the answer ?
0800 294 4747
FRom Eva.
This is outrageous!
They should be able to text you the MAC code
Probably not what you want to hear, but in order you can advance your new BB package...........it might be worth one final call to the above number BB dept. and tell them you want your MAC immediately!

Or alternately Executive Office Tel: 0800 0790 134


Its not only outrageous it also breaks Ofcoms Code Of Practice
Issuing MACs to End-Users

A1.5 The Communications Provider shall communicate the MAC to the End-User in writing by letter and/or by e-mail within five working days of receipt of the End-User’s request.

And so Perry Mason looked up from his glass of home brew and suggested yet another complaint to Ofcom about Orange.:beer: Perhaps two smiley faces clinking glasses of home brew can be the new logo for those fed up with Orange and their sharp practices.

IceCube_2

fitz2012 wrote: »

In my 6 years experience with Orange, I have mostly been happy and have always resolved my issues even if it required several calls. Mostly in my case, they have made mistakes to my financial gain!

Of course the free broadband has been great value and even more so, if you were quick to reduce your monthly mobile contract from the only first required 18 mths at £30. I have never payed more than £20 mth since 2008.

Obviously monthly cost depended on your choice of smartphone, contract length and each call package. Each renewal requires negotiating, but Orange retentions will match any online deal.

However, this issue has particularly been poorly handled by Orange and not resolved in a timely manner! Being one to be pro active, I did pursue and eventually got a deal that I am fairly happy with and luckily is convenient to my situation (both mobile and broadband contracts end in 12 mths).

Even if Orange offered me penalty free release from my mobile contract, there would be no great savings for me (current £17 mth, but could move to a Virgin £12 mth blackberry sim).

Penalty release will especially benefit those with long expensive contracts and expensive smartphones, eg. Iphone contracts £40+ mth, and be free to move to sim only deals at only £15+ mth. Or those with only short remaining contracts, not wanting to be tied in to a new 12 or 18 mth broadband contract.

So, we have to consider the best resolution for our individual circumstances. That should include considering doing a material detriment deal or other deal to stay with Orange if that's best for you and willing to stay. Alternatively, pursue your legal rights.

All the telecoms providers have customer service issues, both good and bad experience. Where we can all agree, is that Orange should have just given us notice that the free broadband will be withdrawn at the end of your current mobile contracts, not during the contract!

Life would have been so much easier for all parties involved!!!

Well said!!!!

IdontlikeOrange

Dear all,
I have just found this thread and already got so much useful info regarding complaint procedures to Offcom. Thanks for that! I am determined to fight my case which is identical to nearly all described in this forum.
I would like to suggest something: what if we compile a general online letter and sign it? Each of us. It may produce a much stronger impact if we then send links to all the institutions which could stop this outrageous and aggressive malpractice called "Orange". What do you think?

oaky72

I think what makes this situation so bad is that orange are
making (pushing) some customer's to end their existing line rental with other companies (who they may be happy with).

Yes these other firms will probably get some new Orange customer's moving to them but the whole thing stinks.

I have sky for tv, bt for phone, orange for 1 mobile, "Free" orange broadband (about to end) and another mobile with virgin.

Out of all these companies i dont think i have ever been treated as bad in the past 3 months as i have with orange.

What a well thought out plan orange.

Upset a lot of your "loyal" exisiting customer's.
Sit back and watch your staff take so much abuse.
Get yourselves on Watchdog.
Use up lots of resource in ofcom
Employ 3rd party to do call backs to try to pacify customer's.

Or would it have been easier to gradually offer us a competitive loyalty deal at the end of our contract so we can make our own mind up?.

(no brainer or no brain?)

sjlmlk

I have just put down the phone to Orange.Thet told me my "free" BB would end on the 14th Oct. I told them that the letter I had in my hand stated that my BB would end on the 5th Nov, the boy said that they would cut me off on the 4th of Oct but it would terminate on the 5th Nov.No amount of arguing with this lad would persuade him that cutting me off was terminating my BB.I called the executive number that was posted on this forum and spoke to a lady who seemed put out that I had called the number without a referral, I explained that I have regestered a complaint with Orange and Ofcom and I wanted a MAC code so I could get away from all things Orange.She put me on hold for a couple of minutes then came back with my MAC code.All I have to do now is get my mobile contract released on the grounds of miss selling!!