Orange 'Free' Broadband

Will_B_Back

From Ofcom

I can understand your concerns about Orange offering the deal for life and the fact that it has now changed. As previously explained, Orange are able to make changes to their contracts at any time; however, after reading your email, I can confirm I have now logged a case against Orange for mis-selling.

(there is then the procedure to follow for settling a dispute)

(and finishes with the paragraph)

Finally, as explained above we have been in discussions with Orange about this. If we feel that Orange has breached regulations, we will consider what actions are appropriate (including whether to refer a complaint elsewhere).
!
Please rest assured I have updated your case accordingly.

I had requested a thorough investigation into the companies' practices as, I had been mis sold Free For Life in an Orange Shop By an Orange employee.

Maybe the penny has dropped at Ofcom .

Will

jezster

I have took a screen shot of my mobile account & realise that two other things I have on my contract I do not seem yo get any more? They are these & it's written as shown.
200 free minutes for life end date ends never start date 12/10/06
150 fixed line minutes end date ends never start date 11/07/06
strange something else orange seems to have taken off me?

Does this also not show that orange does these things?
I have a screen shot from my account mr orange so you cannot deny this one.
It also says the next date of my bill 2012

The_Future_is_Bright

Ofcom, the organisation that regulates the telecoms industry, has issued General Conditions that all service providers must follow. It says if a service provider changes your conditions in a way that is likely to be of material detriment to you, they must:

• give you one month’s notice of the change
• let you cancel the contract without penalty if the change is not acceptable to you. This means you wouldn’t have to pay a cancellation charge or if you are within your minimum contract term you wouldn’t need to pay the rest of the monthly amounts you owe.

There is no specific definition of what material detriment means. It does not apply to just having to pay more for your calls or internet usage. You will need to make a case for your own situation. If you think this applies to you, get further help from Citizens Advice.

Taken from Citizens Advice website. Dont know if this helps anyone?

Im still waiting to get something in writing with regard to my case. Will let you know soon.

Eva49

jezster wrote: »

I have took a screen shot of my mobile account & realise that two other things I have on my contract I do not seem yo get any more? They are these & it's written as shown.
200 free minutes for life end date ends never start date 12/10/06
150 fixed line minutes end date ends never start date 11/07/06
strange something else orange seems to have taken off me?

Does this also not show that orange does these things?
I have a screen shot from my account mr orange so you cannot deny this one.
It also says the next date of my bill 2012

When you go into your account, on the right hand side, click explore extras, on that page, click bundles again on the right, then take a screen shot of that too, it will be here you should see 'eligible for free BB offer'

RobbedRobbins

[Hi Eva,
this was the advice I was given by CAB which said it was up to Phones4U to be aware of all conditions relating to Orange contracts befoe selling it to a customer, so not being aware of changes is no defence for mis selling me an upgrade Orange contract unless they advised me that "terms and conditions can change" which they didn't ,so my beef seems to be both wth Orange and unfortunately with Phones4U, who I must say are a very nice lot and don't deserve to be embroiled in this dreadful scenario through no fault of their own. I will be interested to hear their take on the matter when I go in to see them.Will advise outcome Monday.Thanks for all your hard work on this forum BTW, you are a leading light in getting justice for all abused Orange customers!QUOTE=Eva49;56636845]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[/QUOTE]

Eva49

RobbedRobbins

I understand what you are saying, there is another forum member moon777 who used an agent too, and he was able to go back to the shop and get a statement from the person who recalled phoning Orange to check about the free BB

Good luck, I hope you get the same result!

Gadgetmaster

diamonds wrote: »

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

Fingers crossed Orange have now filed an Acknowledgement of Service, which gives them another 14 days to...ahem...investigate the claim. Oh well, after all these weeks of hassle, I can wait another fortnight! On a positive note, Plusnet BB was connected yesterday, no problem, and they get my landline from 31st.

Eva49

Gadgetmaster wrote: »

Fingers crossed Orange have now filed an Acknowledgement of Service, which gives them another 14 days to...ahem...investigate the claim. Oh well, after all these weeks of hassle, I can wait another fortnight! On a positive note, Plusnet BB was connected yesterday, no problem, and they get my landline from 31st.

Plusnet are doing well out of this lol, great service too!:beer:

Good Luck! can't believe they are letting it go this far and especially now they seem to have reversed their decision!

nickbirkin

From Ofcom today;
Dear Mr Birkin

Following my earlier email, I have now received guidance from my colleagues, and will detail this below.

As you are aware, we have been in ongoing discussions with Orange, and have discussed the scenario you and others have raised whereby the free broadband was indeed offered as part of the mobile renewal.

As a result of our engagement with them, we are encouraging customers to re-contact Orange directly to resolve their concerns if they believe they have been affected in this regard. Please contact them on 0800 294 4747 to discuss the options that Orange can offer you to resolve your issue. We are expecting Orange to deal sympathetically with these customer queries, including providing information about access to Alternative Dispute Resolution (ADR) if customers remain dissatisfied with the way in which Orange have handled the complaint.

Turning to your request for information, I can confirm that this has been passed to the appropriate team and a response will be sent as soon as possible.

Have not pasted the bit where they tell me it's not their "policy" to give out individual email addresses to managers dealing with complaints.
Love how these folk believe the internal policies are somehow statutory laws and therefore cannot possibly be broken. Ce La Vie.
Ofcom have until the 1st of November to respond to the Freedom Of Information request.
:beer:

Eva49

That is the BB Division number!

The original given on our disconnect/withdrawal of free BB notices!

:think: Could it be the BB division who are now offering 'free BB' for remainder of length mobile contracts?