Orange 'Free' Broadband

canmore_boy

jezster wrote: »

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:(:(:(

I'm sure it will get sorted for you - don't let it worry you.

eva49, Nobby 1963 and others have won concessions from Orange that should mean your free broadband will continue till the end of your current mobile contract.

moon777

Eva49 wrote: »

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!

Well after what 7-8 weeks of major stress and fighting to get them to deal with a few of us, no way are they going to get away with that!

And yes if they spent a lot less time on forums (they have always done this) they might have focused their energy on sorting the situation instead of trying to exploit their customers.

They have tried all the usual tactics here - but most people on mse carried on and did not let them divide and conquer!

moon777

The spreadsheet: 'those on the sheet will get a call'

Don't expect a call or result if your not on the sheet! - how do you get on the sheet? well by following Eva49's post - or at least this bit of it (and if this does not get you on the sheet follow the rest of her post 1743)

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/a...e-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]

moon777

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.

Like Diamonds said - if they had 'adhered' to their original terms with the 2GB limit - there would be no situation- we would all have moved years ago!

I doubt they will enforce that now - those who followed the long process and got on the spreadsheet will get a continuation of the service they have had since upgrade - unless EE are going to shoot themselves in the foot again!

john7463

Yes orange i now believe understand the mistake that they made by removing free broadband from customers in the way they did it... I have been informed from a member that orange will continue giving the broadband for free up until the contract that the customers are on expires. Too late for me as if i had been informed of this at the start i would still be with orange... The branch that was set-up to sort out complaints, these people have not been given the correct info or not passing the correct info on to customers.... I myself made over 10+ calls and to no joy. The angel that i spoke to today was not impressed by the department that was setup to deal with complaints.... That correct info not being pass on to mobile phone customers..... This person that i spoke to is passing my particular complaint to the highest level within orange...... So mobile phone customers that are still in contract should still get broadband for free until there mobile contract expires.

moon777

I feel really sorry for all those customers who did not find this forum and rolled over to oranges terms. I also feel for those here who took the line rental deals, when it now transpires there was no need. (okay some will be happy you got good deals).

I wonder what sort of backlash there will be from the vast majority who got shafted and moved line rental - when others here on the spreadsheet will now keep their free BB without moving home phone.

How many moved their BB and how will EE deal with them - i would think it has to be penalty free cancellation of mobile contract for them.

I guess EE are hoping people will just forget and not fight for their rights!

moon777

john7463 wrote: »

Yes orange i now believe understand the mistake that they made by removing free broadband from customers in the way they did it... I have been informed from a member that orange will continue giving the broadband for free up until the contract that the customers are on expires. Too late for me as if i had been informed of this at the start i would still be with orange... The branch that was set-up to sort out complaints, these people have not been given the correct info or not passing the correct info on to customers.... I myself made over 10+ calls and to no joy. The angel that i spoke to today was not impressed by the department that was setup to deal with complaints.... That correct info not being pass on to mobile phone customers..... This person that i spoke to is passing my particular complaint to the highest level within orange...... So mobile phone customers that are still in contract should still get broadband for free until there mobile contract expires.

Or:

Orange now understand that they have failed in their dirty deed and have been well and truly caught out.

Its the cheapest option for them - let the few on the spreadsheet have free BB until upgrade contract is over.

Eva49

jezster wrote: »

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:(:(:(

Try not to get too stressed, it will get sorted, and I am pretty sure your BB will not get cut off.
Your complaint has been logged now.
To date it has taken 8 weeks to make them see sense, but should be straightforward now for customers who follow the complaints procedure and get an Ofcom case number.;)

road_hog_2

phoned exec office.......much ?????

how did i get there number...

anyway I am on the list that was faxed thru last night ..! (yeah right)


I AWAIT MY CALL.

JessysGiant

Many thanks to Eva49, Fitz2012, NickBirkin, Nobby1963 et al for all the valuable information. Well done to those who got what they wanted. Power to the people. It is nice to know that there are some self-less people out there trying to help others.

I wanted to keep my line rental with BT and stay with Orange but sadly it is not to be. My problem is that the mobile contract attached to the free broadband is out of contract. So it is a "take it or leave it" conversation with Orange.

I may try one last phone call.....