Orange 'Free' Broadband

road_hog_2

starting to think ..?

Ofcom is another word for Orange....:(

moon777

Paully232000 wrote: »

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.

Hit reply to that email - and point out that CISAS says it cant deal with this as it's a 'business decision' - ask them how to progress in that case and ask them how they were not aware of that. Ofcom need calling to account - they are there to regulate the industry. They sent me that reply weeks ago.

moon777

Vdubster wrote: »

Still no contact from Orange for me

With the exception of one call from Scotland 2 weeks after my initial complaint, trying to make me move my home phone, they never rang me either. I'm afraid you will have to do all the calling and be proactive to deal with this!

nickbirkin

Re Paully's email from Ofcom.

Whilst its like Atlas rolling his rock up the hill, it does actually represent some progress.
Each time we have chipped away, Ofcom have taken more and more steps to clarify with Orange and less and less taken them at their word.
The more we keep chipping away and highlighting Orange's lies the more Ofcom are taking notice, this last email certainly has lost the dismissive tones to the first.

Big Clink of Home Brew to Paully
:beer:

canmore_boy

By the time OFCOM are ready to take action Orange will have cut off everyone's broadband:mad:

Eva49

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……..Then email to [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL]
Note: this case cannot be advanced to arbitration (CISAS) as it is deemed a ‘business decision’.

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) giving 10 days notice. [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) Allow 48 - 72hrs , and follow up your email with a call to Executive Office to ask if they would like to discuss resolution before serving summons.

7) 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* *****************;)

Gadgetmaster

fitz2012 wrote: »

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

So far, zero response. If the legal team are as slow as the Secret Scottish Squirrel Team, then may get a response by Christmas...next year :rotfl:

montage

Can i just ask those of you who are on going with this... what solutions are you willing to accept?

I was asked this same question a few days ago and couldn't actually answer it. Once i had worked out what it actually was i wanted, i feel i made more process with it from that point.

MrMister

montage wrote: »

Can i just ask those of you who are on going with this... what solutions are you willing to accept?

I was asked this same question a few days ago and couldn't actually answer it. Once i had worked out what it actually was i wanted, i feel i made more process with it from that point.

1) Continuation of my 'inclusive' BB until the end of my mobile contract.
2) Penalty free cancellation of my mobile contract, but only if accompanied by a letter of apology from orange.

road_hog_2

continuation of BB, With no extra charge.. (pay primus £7.50 inc evening and weekend calls)

or end of mobile contract penalty free..

that simple.