Orange 'Free' Broadband

moon777

fitz2012 wrote: »

Be interesting to hear from those customers who have sent a summons and see how Orange responds!

Looking forward past this unfortunate issue, next year should be interesting. When I am contract free in 12mths, I would like to move to 4G mobile and also upgrade to fibre broadband.

In the next 6 -12 months as well as EE (30 Oct 2012), Vodafone, O2 and others will have 4G mobile networks available.

I also have to wait for my land line to be BT wholesale fibre ready and I am also choosing to wait for Blackberry 10, 4G mobiles due Spring 2013.

Hopefully a very competitive deal from EE (Orange) for 4G and fibre broadband to consider. Will also look at Virgin deals, maybe EE will let them use their 4G network or Virgin may have their own?

http://www.theregister.co.uk/2012/09/27/virgin_lte/

It's looking to me like there will only be 2 mast companies in the UK - EE using orange/tmobile and o2/vodaphone (who now also share) with the exception of '3' all companies now use these 2 services. 3 use there own masts only where EE's are not as good as there own, same as virgin do.

EE have been given a 6month advantage over o2/vodaphone on 4g - could this mean EE will become the BT of the mast world. monopoly? is this good governance of competitiveness in the industry by ofcom/govt - i think not!

I may have my facts wrong - feel free to correct me! - just an opinion.

An interesting 'mast' thread: http://forums.digitalspy.co.uk/showthread.php?t=1453047

Vdubster

Still no contact from Orange for me

PeteSoton

Like others I've just been sent the new terms and conditions. That's the final straw! Adds insult to injury.

Phoned for my MAC code. I'm told it will be 2 - 5 days or after that I can ring them as they will have the details on their system. Watch this space.

Come the time to renew my mobile contacts, I have 3 of them, I'll shop around and see what I can get.

Customer loyalty after all of this . . . . . . .

montage

globalste wrote: »

I rarely post on here but found some very interesting posts and was quite surprised at how angry people were. This is not a judgement, I was just surprised.

I have been an Orange Mobile customer since 1997, same account, always by direct debit, my first phone was a Motorola MR30 and text messaging and PAYG did not exist. I was also a Orange BB customer in it's previous 2 guises.

I just called up Orange Broadband and told them that I have already renewed in advance with BT. The guy was most helpful and told me he would credit my account with the difference from when I had renewed my BT landline, that is, I renewed beginning of september and so he would credit my Orange account with £100.

They will also do all of the movement of the landline over from BT, all I need to do is give them my new direct debit details as Orange BB is obviously seperating totally from Everyone Everywhere when that starts running this month.

I am disappointed to be losing a choice of landline supplier, however, I also think I got a fair run with the free broadband. Orange BB using the brightbox gives me 5mb connection where I am, far above what the initial 2mb cap originally said all those years ago and far quicker than using a regular D-link box you can get from PC World, it's also unlimited which is great considering my Sky HD box is rigged up to it for on demand stuff. In short, Orange provide the best broadband for me and I have found their customer service resolving any downtime quite good.

Yes BT upfront cost me £129, but at £13.50 Orange line rental is only £3pm more so while I am disappointed, the whole thing is only costing me £3pm more which in the grand scheme of things, is not too bad (providing the cost does not go up).

I have not yet called Orange Mobile, they shall be getting it in the neck from me because I always ask about the free broadband when I renew/upgrade.

I have emailed OCC using Nick's reference number as I do think it quite unfair to remove during the middle of my contract and no change in T&C was ever brought to my attention :td:

..........

Hi was offered the same buy out but £10.75 line rental for 18 months to match BT's line rental saver price. Push harder! and speak to a manager in the department. They have £75 they can credit you with as a max to match your current deal and offers. This is AS WELL as the Bt line rental buyout.

After all that £3 per month may be "detrimental to you financially"

Eva49

OrangeLiedToMe wrote: »

I think the anger depends on the circumstances of the individuals involved.

I've mentioned before, but I think the main thrust of the anger from people is the downright stupid decision to change the terms mid-contract. on

Certainly I think people should reach agreements that are palatable for themselves though; if people want to switch over to Orange for their home phone, that shouldn't illicit aggression from others. It is unavoidably quite an emotive situation for some.

Spot on!

If they had written a simple letter, explaining it was no longer financially viable as a company to provide a free service, also why, then informed everyone it would be withdrawn at the end of their contract there would not have had this backlash.

Additionally as a sweetener they could have offered an 'extra special' offering for their new contracts........an enhanced package

I feel sure people would have felt much happier

OrangeLiedToMe

As you say, if I had received a letter explaining that it would be removed at the end of the contract, and why it was being removed, I may not have even checked the internet to see how anyone else was handling it.

As it is, we just had a letter asking us to dump our current land line provider to continue receiving "free" broadband.

I'm not sure if it's a technical issue, or just a poor decision that's the motivation; neither are acceptable excuses for terrible customer service. I do somewhat pity some of the staff at the other end of the phone, they’ve been put in a nasty situation by their senior management.

The other mildly annoying thing is the stance taken by Orange, which is understandable for legal reasons. The assumption seems to be that we were all wrong or had somehow misunderstood their initial offer, and that no-one was offered free broadband when renewing their contracts.

Ah well, game on!

Eva49

I think it's about revenue generating for the 4G roll out and also to do with their fibre BB.............control!

montage

I think they've gone to the bank for a loan and they've said what is this heap of junk broadband portfolio... your giving away WHAT for free!! Get rid of it all or make it turn a profit by December!

...........Which is how long City Park have been contracted for to deal with the current Broadband switch over...... so i guess December plays some part in it!

watchdog

nickbirkin wrote: »

Sharp Practice. Email to Ofcom

:beer:

Sharp practice indeed, although is anyone surprised ?

Will Ofcom fall off their chair upon hearing of Orange's 'sharp practice' ? I seriously doubt it. In 2012, UK corporate ethics are non existent, and make Delboy Trotter appear a bastion of business probity. Be it the banks, the insurance companies, the energy suppliers, or the telecoms industry, they are all corporate ticks, gorged fat on their customers, for whom they have nothing but disdain, as they exploit them with rapacious lust. Regulators are toothless wimps, and Westminster's Ministers are of no help to the oppressed consumer, as they live in the pockets of big industry. They know which side their bread is buttered !

We all know, everyone knows, that Orange mis-sold 'free for life' broadband to its trusting customers, yet, several weeks into this shambles, and we are no further forward. Orange clearly believe that they can prosper from their Faginesque skullduggery. Personally, I was losing the will to live, Orange were completely intransigent, therefore I decided to migrate my broadband to BT, as I was not prepared to be blackmailed over my landline.

Now, nearly a month after requesting a MAC code I am still waiting. All I am told is that they 'always provide this within 5 days', so I will have to apply again, notwithstanding that I wrote recorded delivery the first time. Given all the past misinformation, deceit and duplicity, I suppose Orange regard mendacity as a trifling venial sin.

I am old enough to remember when you had no reason to read small print, as business was done on trust, and the customer was King. In those times, every town and village had their own bank, whose integrity was beyond reproach, and whose manager was autonomous, respected, and of moral rectitude. Telephone services were provided by the GPO, it worked well, and you dialled 100 to speak immediately to an English speaking operator at no cost, should you have an enquiry. The GPO was responsible to the Postmaster General, Tony Benn in my day - and probably the last politician uncorrupted by sleaze, spin, lies and expenses fraud.

Today, we have Orange, and those halcyon days are just a forlorn memory. A sad indictment on corporate UK 2012 isn't it ?

Still, on the bright side, I can now punch a burglar on the nose with impunity. Well, at least until the Conservative Party Conference is over I can !

Hopefully, BBC Watchdog will air this travesty tomorrow, and bring some comfort to this old curmudgeon.

Paully232000

nickbirkin wrote: »

My latest email from Ofcom contained the following;

"Orange has advised us that since the initial promotion, free broadband has not been actively promoted when mobile contracts have been renewed. If we see evidence to the contrary, we will raise this with Orange for further discussion."

To all on this forum who can swear blind that since the initial offer that they were promised the Free Broadband when they came to renew their contracts over the last six years, can you please send an email to

[EMAIL="OCCtelecoms@ofcom.org.uk"]OCCtelecoms@ofcom.org.uk[/EMAIL]


FAO Sandra Sutton,

stating that you were told the FBB continued contrary to Orange's blatant lie to Ofcom.

Please fell free to quote my Ofcom ref 1-217098157

I got the above after badgering them as to why they were simply taking Orange at their word, when forum after forum contains statements to the contrary.

Lets give them the evidence they need.

Please PM me when you do, (a simple done it will do J ) as I shall be in contact with her asking if they NOW have enough evidence to believe the folk they're meant to be protecting.
Some idea of the number of emails they will have received will definitely strengthen the case.
If PM’s ain’t your thing then please post on the forum.

Something simple on the lines of ….

"It has come to my attention that Ofcom are seeking information and evidence that counters Orange’s statement to Ofcom, whereby they deny actively promoting Free Broadband when it came to renewal of mobile contracts after the initial offering.
I can state that this is not the case and when I came to renew in dd/mm/yy.(approx date will do.)
I was categorically assured that I would be keeping the Free Broadband.
The Free Broadband is the only reason I stayed with Orange and did not seek a more competitive mobile deal. It was what induced me into continuing the mobile contract.”

For anyone who is interested:-) I sent this email to OFCOM
Dear Ms Sutton,



It has come to my attention that Ofcom are seeking information and evidence that counters Orange’s statement to Ofcom, whereby they deny actively promoting Free Broadband when it came to renewal of mobile contracts after the initial offering.


I can state that this is not the case and when I came to renew in February 2012 I was categorically assured that I would be keeping the Free Broadband. I asked specific questions as to whether staying with Orange would mean that I would keep my free broadband.

The Free Broadband is the only reason I stayed with Orange, on a 2 year contract and did not seek a more competitive mobile deal. It was what induced me into continuing the mobile contract.



I have renewed two-year mobile contracts with orange since 2006 and at each renewal I have categorically asked if the free broadband would remain if I took out a £30+ mobile phone contract. On each contract renewal i was informed that this would be the case.


Now I am left with a very uncompetitive mobile phone contract for my use, and having to purchase broadband as a separate entity at my cost. If Orange would have said at my last renewal that free broadband as part of my mobile contract would be coming to an end I am certain that I could have got a mobile phone contract at a considerably cheaper per monthly fee.


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.


Kind Regards



AND Received this reply from OFCOM,

"
Dear me

Thank you for your email about Orange’s decision to start charging for broadband unless you agree to switch your landline service to them.

Although I’m aware that consumers can transfer or cancel their broadband service without penalty if they are not happy with the changes, I understand that you remain unhappy as you only renewed your mobile contract on the basis of maintaining this deal.

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 the mean time, as the broadband and mobile services have separate contracts, this is primarily a contractual issue. We would therefore encourage you to check your terms and conditions to find out what they say in relation to the withdrawal of the free broadband service.

If you believe the terms and conditions have been breached, or if you remember free broadband being used as an incentive to renew your mobile contract, you should follow Orange’s complaints procedure found on their contact page at: http://help.orange.co.uk/orangeuk/support/personal/contacting_us

By following this process you will hopefully be able to resolve your dispute. However, if you exhaust this and remain unhappy, or if your complaint has been ongoing for over 8 weeks, you may wish to discuss your concerns with Orange’s Alternative Dispute Resolution scheme, CISAS.

CISAS is an important piece of consumer protection as they are free and independent for residential and small business consumers like you. Additionally, service providers must abide by their decision, but if you remain unhappy then you are free to consider legal action. Whilst they will not be able to prevent Orange from making these changes, they should be able to consider whether your contract has been breached or if you have been mis-sold. They can be contacted at:

CISAS
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Phone: 020 7520 3827
Email: [EMAIL="info@cisas.org.uk"]info@cisas.org.uk[/EMAIL]
Website: www.cisas.org.uk

I hope this information proves useful.

Yours sincerely"

Have also phoned Orange after their text message the other day and requested a signed by me copy of my contract and T&Cs, email [EMAIL="customer-service@ukorange.com"]customer-service@ukorange.com[/EMAIL] and had a long complaint in the process.