Orange 'Free' Broadband

IdontlikeOrange

Brake_Downhill wrote: »

My question is do you feel rather than me waiting, should I go to ofcom and report my problem and ask for a case number and phone the Orange Executive Office rather than waiting for this reply from th BB supervisor?

Oh yes! Get the Ofcom reference number and then phone and E-mail Exec. Office.

jezster

Hello, can someone paste the link of how to complain please?
I have also been a orange customer since the wanadoo takeover & freeserve prior to that.
I have two orange mobile contracts with them & would like them to consider honouring the free broadband until my contract ends.
I have tried searching the forum & I just cannot find out exactly what to do.
Many thanks to positive replies

Eva49

nobby1963 wrote: »

Thanks moon777 & Idontlikeorange,

That is why I have posted, I am sure that Orange have eyes on this thread, and I am also sure it would not take too much `perry mason` work by them to work out who I am. I am just as sure that they will not be happy with me doing as I have done in posting my offer here.

Am I worried ? am I chuff !

Power To The People ! ( Citizen Smith - Wolfy ).

I will let you all know what happens next & let`s hope today brings some good news for others.

Nobby.

They know who I am I was asked directly by Exec Office if I was Eva49 on MSE

I have written nothing on this forum I would not have been prepared to say to a Court of Law.
Maybe instead of 'policing' social media it may have been more prudent and timely to employ their staff in sorting the issue!

YES! Nobby! Beezlecubz (Beelzebub may have been more appropriate) was the poster telling us we had no hope and what an ungrateful bunch of b******ds we are!
We know also there are others..........

I guess we can all now look forward to BBC Watchdog and Orange banging their drum and telling us how their 'Customers First' policy is their priority!

neil9313

Brake_Downhill wrote: »

Found this thread the last night. What good reading. Need a little help please. Renewed my mobile contract with Orange on the 8th of August 2012 for a full 2 years, and it will finish on the 7th August 2014 and yes was told my free broadband was included and would continue for the duration of my new contract. Received a letter on Tuesday 16th October (9 weeks into contract) that BB would no longer be provided free unless I change to Orange for my phone line. After several hours on the phone being passed from the mobile department to the BB departmet, eventually got a BB supervisor. Was told 'thats the deal' and also because of my rural location and Orange not providing the network it would cost me £25.00 a month! Told he will pass on my concerns and would here from them within 2 weeks.
My question is do you feel rather than me waiting, should I go to ofcom and report my problem and ask for a case number and phone the Orange Executive Office rather than waiting for this reply from th BB supervisor?
Would like to 'post', so other people could follow my progress and perhaps give comfidence to other members to persue their cases. Will take my claim as far as and as long as it takes with your help.
Kind Regards

All the info that you need is here on this thread. You have some reading to do.

canmore_boy

Jamieupanddown wrote: »

1/ phoned ofcom and got reference re mis selling of 24 month contract in June 12 and out of area for call packages, so would incur £10 surcharge for any added call packages ( material detremant )
2/ phoned exec office quoted ofcom number and said that I would not of taken out 24 month contract if I knew free broadband would be removed, also that orange line rental would charge me £10 extra charge on top of a call package.
Lady phoned broadband team and came back to me, they have up to 5 days to call me as I've quoted ofcom.
3. Lady told me?? I will believe it when I get an email that they will be offering to honour my free broadband offer that will expire at the end of my mobile phone contract June or July 14.
4. I will retain which ever broadband package I was offered at time of original sign up, so if it was unlimited then I will receive unlimited if 2gb then I will be capped. So I await the phone call.
She told me that I didn't need to write in, so I will give them the 5 days then send letter.
5. She also said that each and every case is unique.

POINT 4 is concerning. 2GB is nowhere near enough for internet users in 2012. If Orange enforce that requirement then I suspect that the offer of Free Broadband continuing till the end of mobile contracts is pretty much useless to most consumers bar those very few who are light users.

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……..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/england/consumer_e/phones_tv_internet_and_computers_index_e/consumer_problems_with_contracts_packages_and_offers_e/product_or_service_has_been_mis_sold_to_you_tv_phones_and_internet.htm

5) The next step would be to take your claim to the small claims court.
Issue a Notice of Pre-Court Action (suggest 10-14days notice) 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]

As requested by Jester

jezster

I have cerebral palsy & struggle to use the internet, that iswhy I asked after struggling.
thank you for your reply i will struggle on like i ve done all my life.

jezster

thank you eva49 very grteful for your time to reply

jezster

following eva49 advice orange say very busy, it might be upto 7 days before i get a call back, ofcom gave me a case number, fingers crossed.
I cannot beleive that company's would do this to loyal customers, its kept me awake atnight with the stress:(:(:(

Jamieupanddown

canmore_boy wrote: »

POINT 4 is concerning. 2GB is nowhere near enough for internet users in 2012. If Orange enforce that requirement then I suspect that the offer of Free Broadband continuing till the end of mobile contracts is pretty much useless to most consumers bar those very few who are light users.

I phoned the broadband team just regular broadband no special team regarding point 4 and she checked with her supervisor who stated that as far as she was concerned shevdidnt think thatcapping would be happening? But time will tell.

thing is if they give me my free broadband service until my mobile phone contract runs out and don't start capping and such, then I will happily remain with orange EE as long as they can offer me prices which are competitive for the rest of my life, if they start capping then they are not continuing to provide the free broadband service I've been receiving from them for all these years.

At the end of the day if they do a turnaround and it's on watchdog then it's good advertising for them, WE LISTENED TO OUR CUSTOMERS AND HONOURED WHAT THEY ASKED FOR!