Orange 'Free' Broadband

Paully232000

My reply from a long complaint to 'orange helpers' on facebook included this which disagree with,

"However the broadband is not part of your mobile phone agreement that you have with Orange so it would not have been on the paperwork".

Suffice to say I have emailed back and asked for it to be given to a manager to deal with as this is the only point that they acknowledged of my many points that I stated in my mail.

nobby1963

Paul,
I think it is best only to deal with Orange exec office or the `special` / secret squirrel / highlander / whoever they are team only on this issue.

Paully232000

nobby1963 wrote: »

Paul,
I think it is best only to deal with Orange exec office or the `special` / secret squirrel / highlander / whoever they are team only on this issue.

I did email the exec team and they sent this back:

"Hello me

Your request to escalate your complaint is acknowledged however, as the issue has not been escalated correctly via Orange Customer Service we are unable to assist. Please contact Orange on 07973 100150 (150 from your Orange mobile phone) or email correspondence@everythingeverywhere.com for contract customers or 07973 100450(450 from your Orange mobile phone) for Pay As You Go customers, whereby a member of staff will be happy to assist you and if necessary will escalate your issue to a Manager.

Orange Executive Office

So my reply to orange helpers included a CC to the email address that they suggested, even though i have faxed customer services already, the more letters they get the merrier:-)

Eva49

Paully232000 wrote: »

My reply from a long complaint to 'orange helpers' on facebook included this which disagree with,

"However the broadband is not part of your mobile phone agreement that you have with Orange so it would not have been on the paperwork".

Suffice to say I have emailed back and asked for it to be given to a manager to deal with as this is the only point that they acknowledged of my many points that I stated in my mail.

Yes, keep your 'point of contact' as minimal as possible!

I was fortunate enough to have a 'case manager' appointed at the outset - and that is who I dealt with - I always asked to speak to him and was prepared to wait until he was available.

I found him reliable, consistent & always returned calls when he could.

I did speak with the 'special team' at his request, but only once and they did not call back when they were supposed to!
Also, they had no autonomy to discuss Mobile Contracts and I have always maintained this was a Mobile Contract issue, never having signed an agreement for BB.

It would appear that 'staff briefing on withdrawal of free BB' is not consistent across all levels and is leading to even more confusion.

My advice Paully232000 stick with as few points of contact as possible!
Try and get one NAMED person (preferably in Executive Office) to whom you can refer that way you will get more consistency

nobby1963

Paul, sorry I did not know that.
I guess then go through 150, make a complaint & escalate.
I would also make sure you go to Ofcom and get a ref number for mis-selling.
Exec office have dealt with others here direct when the Ofcom reference is quoted.
Good Luck.

Eva49

Paully232000
Initially I sent an email to the exec office and got a similar reply! That was a knee jerk reaction and before I went into research mode lol

Exec Office should deal with you once you have an Ofcom case number, and when phoning ensure you quote that number to them! I think you will then find they will speak to you.

Paully232000

What should I say when i phone the exec office that I havent already said in an email? I have an ofcom ref number. Thanks

nickbirkin

Paully232000 wrote: »

My reply from a long complaint to 'orange helpers' on facebook included this which disagree with,

"However the broadband is not part of your mobile phone agreement that you have with Orange so it would not have been on the paperwork".

Suffice to say I have emailed back and asked for it to be given to a manager to deal with as this is the only point that they acknowledged of my many points that I stated in my mail.

But your mobile is part of your Broadband contract as it mentions you have to pay for the BB if you fail to maintain the mobile contract.........

nobby1963

Paul,
I would just explain that you are not happy with the email response. Tell them that you have been in touch with Ofcom with regard to being mis sold your mobile contract on the strength of it being with `free` broadband.
Tell them Ofcom have given you a ref number and told you to go back to Orange exec office to escalate your complaint as per Orange complaints policy to give Orange the chance to resolve your complaint.
I would also say that you have been given advice that CISAS will deal with your complaint after 8 weeks ( if not before if Orange issue you with a deadlock letter ) on the grounds of mis-selling. You have to let Orange have the chance to resolve the complaint first though.
Ask Orange to give you a case number and allocate a case manager - get his or hers name.
There is a direct 0800 number for the exec office.

Good Luck & let us know how you get on.

nobby1963

Just noticed - 90601 views of the thread !