Orange 'Free' Broadband

Paully232000

Hi,

Thanks for the advice, just phoned the exec office and gave them all the details of my complaint, and got the name of the person who took my details. Explained the misselling, and how I now have an uncompetitive mobile phone contract should they remove the BB. Told them of my ofcom number and how Orange customer services have given me a bit of a runaround (three addresses to write to, one fax number that they haven't received, two email addresses which come back as unsent, how I have been given 2 dates for cut-off).

They have said that I should receive a phone call from Orange in the next 2 weeks. So we will see.

Very pleasant person I spoke to, who seemed to know what he was doing, and knew about this forum:-). But I guess the proof of the pudding is in the eating as they say.

Eva49

Paully232000 wrote: »

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

Ofcom gave me the Exec Office phone number when I first contacted them, so if they ask, you can always say you got it from Ofcom if it makes you feel more comfortable.

A case manager, point of contact, is in my opinion, essential, for continuity

RobbedRobbins

[I have just spoken to Ofcom and the girl who answered tried really hard not to log my complaint and tried to push me back to Orange customer services.However, once I had insisted that I knew others had lodged complaints with them and received a ref number she relented and gave me one but I think they have been told to try and boot Orange complaints on this subject back to Orange. I asked her what Ofcom as a body was actively doing about this situation and she said they were currently in talks with Orange to look at the small print of the original free broadband contract to why this situation has occured. Lets hope we hear something positive from Ofcom soon! Don't let them give you the brush off insist on your complaint being logged!

Eva49

RobbedRobbins wrote: »

QUOTE=nobby1963;56634351]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.

[/QUOTE]

By going through Ocom, you can then go direct to exec office.

The CS 150 and escalation will just end up at the Exec Office eventually......but will just drag the process out - and by going this way you will just be 'bounced' between departments - and end up on the 'Orange Run-around'

RobbedRobbins

For those of you who upgraded your phone/took out a new contract with Orange through a third party like Phones4U on the good faith basis that the free BB would continue with no changes, please note that CAB have advised me that the mis selling of the phone contract actually lies with them and not Orange as they should have advised all cutomers that "terms and conditions of any contract is subject to change by the provider" before getting you to agree. I now have to go back to Phones4U shop to try and see if they will cancel the 24 month phone contract I took out with them in May,having been assured by them there would be no changes to my free BB.CAB have logged a complaint for mis selling against Phones4U and forwarded it to Trading Standards. The fact the staff of the shop had no more idea than any Orange customers did at the time that the terms of the free BB deal would change apparently this is no defence. I hope this helps anyone who wants to try to extracate themselves from a long Orange mobile contract. I am going in to see Phones4U and will let you know their take on the situation.

Paully232000

Actually, upon thinking of my conversation with the exec office today the person I spoke to at first said something along the lines of , 'just let me find a phone number of someone who can deal with you', and then I mentioned I had an ofcom ref number and from then he didn't try to give me another number, and took my complaint/details himself.

Eva49

RobbedRobbins wrote: »

For those of you who upgraded your phone/took out a new contract with Orange through a third party like Phones4U on the good faith basis that the free BB would continue with no changes, please note that CAB have advised me that the mis selling of the phone contract actually lies with them and not Orange as they should have advised all cutomers that "terms and conditions of any contract is subject to change by the provider" before getting you to agree. I now have to go back to Phones4U shop to try and see if they will cancel the 24 month phone contract I took out with them in May,having been assured by them there would be no changes to my free BB.CAB have logged a complaint for mis selling against Phones4U and forwarded it to Trading Standards. The fact the staff of the shop had no more idea than any Orange customers did at the time that the terms of the free BB deal would change apparently this is no defence. I hope this helps anyone who wants to try to extracate themselves from a long Orange mobile contract. I am going in to see Phones4U and will let you know their take on the situation.

Erm, I would beg to differ on this one

Your Mobile Contract is with Orange

My upgrade was via Phones4U, they just act as 'agents' for Orange and prior to accepting a deal, I phoned Orange CS direct to check my upgrade and free BB would continue - my contract was continuous with Orange - and I was very keen to check that all directly with Orange before going ahead
Additionally, as I had Orange care, I needed to check that would cover the new handset too.

Phones4U would have needed to check with Orange prior to telling you free BB would continue - ask if they remember

RobbedRobbins

Wishing you very good luck and very interested to know what they do.It is the mis selling of the phone contract that has got me so angry as I can't get any signal with orange where I live so rarely use the damn thing anyway!

Gadgetmaster wrote: »

I'll let you know in a week...they have that long to settle out of court, respond, or wait for me to ask for judgement in default

diamonds

Gadgetmaster wrote: »

I'll let you know in a week...they have that long to settle out of court, respond, or wait for me to ask for judgement in default

Whoop ! Hope it goes judgement where Ofcom fail a court wont

jezster

i had a phonecall from orange today.
I had rang the exec office yesterday with my complaint number from ofcom & I was told I would be called back in upto seven days.
I thought todays phonecall was about it, but no it was'nt, it was the call centre asking me if I had decided what to do about the broadband ending.
I told him I had rang exec office & he was very nice & listened to what I had to say.
i told him that I & others have been long term loyal customers & that it was like being blackmailed to keep BB only if you swapped over the phone line rental to them.
I said why are orange treating loyal customers like this? but he just said i will leave it to the exec office to get back to you,
I said I had been on this site & why does orange just not let us all know on here what is happening? When I told him about how many views this subject had, he was taken by surprise.
I think it's time company's realised it's loyal customers that keep them going.