Orange 'Free' Broadband

Paully232000

nickbirkin wrote: »

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:

What is the FOI request regarding if you dont mind me asking?

Jamieupanddown

Ok, I've been on the phone to a manager in the broadband team 0800 2944747
According to mr x ( won't give his name unless I'm let down ) due to "possibility" of mis sold mobile phone contracts re free broadband, they now have the power to contact head office to get code, then to re instate the free broadband that was sold with our mobile phone contracts.

I had however contacted ofcom, then contacted the executive office with my ofcom number and explained that I would not of resigned a 2 year contract if I knew that the possibility of my free broadband being terminated.

I have nothing in writing however I do record all my calls, for my own personal records

So either the turn around has happened or there is some major bs going on, let's hope it's not the latter

Brake_Downhill

Not had a reply from Orange Executive Office yet, still only 24 hours gone since I reported my case to them.
But while waiting I just remembered that I have a BB account with orange as well as the mobile account (2 seperate account numbers log in details etc). But like many of us, never look at the BB account since BB is free with the mobile phone so the balance is always £00.00 each month. Since taking out my new 2 year contract with my mobile just 3 months ago and of couse being promised free BB for the 2 year contact,I had a look at the last 3 statements on the BB account to see the wording of the statements.

It reads ' Account Charges- Broadband Plus -free with your Orange phone date- date cost £00.00. (I.ve left the personal monthly dates out). Each month of my new 2 year phone contract (3 so far) gives the same statement.
The account therefor states (Orange in other words) the link between the mobile phone and BB account, as such cannot be treated as seperate/ independant contracts.
Interesting to see if others have notice this
Kind Regards

Willyweasel

Goodbye free Orange BB. Had a phone call yesterday from Orange about my broadband account. No mention of the free BB service continuing.

Just caught up with the possible u-turn for all, or just those who have made official complaints. Surely it will be for all.


Orange have behaved so badly my feeling is; ‘No thank you, I have lost my trust and loyalty in this company and now regret encouraging several members of my family and friends to use Orange.’


I had been one of those on a ‘free for life’ contract from the start and feel I have a good run of unlimited BB for many years but felt aggrieved for those kept on contracts by the promise of free bb.


Just today I changed from Talktalk landline and from Sky TV prompted by the information that Orange intended to end of the free BB. Sorry to leave you Sky & Talktalk, you both gave good service.


Fortunately I had the option of Virgin cable. Individual circumstances; have wasted 6 months talktalk line usage having paid up front. Terminated Sky TV contract. (no cost) Virgin package - 60Mb BB (cheaper than 30Mb!) Saving £18.75pm for first 6 months. nb More features with Virgin TV. Shop around for retention deals.


Congratulations to those who stayed to fight and thanks to all for helpful input. I did write to Watchdog but wrongly thought Orange would not back down. What a PR mess!


PS Dear EE, I never did get the promised £50 credit from Orange to my (free for life) broadband account due to several weeks loss of internet service. Feel gree to PM me and credit my mobile account for the stress you have caused.

Eva49

Eva49 wrote: »

I am posting a copy of my BB account, which clearly says BB Plus free with your Orange phone; I have made hard copies of my bills (for future reference) as the format of the BB account site is rapidly changing and I had great difficulty in logging on this morning.
If anyone may consider this pertinent they may wish to do the same before all information/evidence is lost or changed.

Account Charges Broadband Plus - free with your Orange phone 12/08/2012 - 11/09/2012
£ 0.000 Total
£ 0.000

Brake Downhill Yes I posted a while ago......was 'buried' LOL

Brake_Downhill

Sorry Eva. Still might encourage a few more to take Orange to task!

Eva49

Willyweasel wrote: »

Goodbye free Orange BB.
Just caught up with the possible u-turn for all, or just those who have made official complaints. Surely it will be for all.

Congratulations to those who stayed to fight and thanks to all for helpful input. I did write to Watchdog but wrongly thought Orange would not back down. What a PR mess!

PS Dear EE, I never did get the promised £50 credit from Orange to my (free for life) broadband account due to several weeks loss of internet service. Feel gree to PM me and credit my mobile account for the stress you have caused.

What a PR mess indeed!

It should be for all! :beer:

Eva49

Brake_Downhill wrote: »

Sorry Eva. Still might encourage a few more to take Orange to task!

Sorry?? .......... I Totally agree with you

It was buried so far back ..........the thread has grown so very much......would have been difficult to find

Paully232000

Eva49 wrote: »

Last week I was assigned a case manager by Orange Executive Office.
He assured me he worked for the mobile division of Orange, but was handling my case as there was no BB representative available.
He said he would be managing my case and would call me back by Wednesday (today) at the latest .......
As this was not forthcoming, I phoned for an update; I was informed he is not in the office until tomorrow AND he is a BB representative.
It really does leave me questioning not only the integrity of the company, but the senior managers as well.

I am posting a copy of my BB account, which clearly says BB Plus free with your Orange phone; I have made hard copies of my bills (for future reference) as the format of the BB account site is rapidly changing and I had great difficulty in logging on this morning.
If anyone may consider this pertinent they may wish to do the same before all information/evidence is lost or changed.

Account Charges Broadband Plus - free with your Orange phone 12/08/2012 - 11/09/2012
£ 0.000 Total
£ 0.000

I have never logged into my BB account, how do I do that and what details would I need. I dont have an orange email address that I know of either?
Thanks

I did take a screengrab of the mobile account extras which states free BB

Brake_Downhill

Paully2320,
Go to Orange Home Page.
Click 'Your Account' tab (second from left next to 'shop')
Click 'Home Broadband'
You need your user name and password. This is different from your mobile user name and password, well usually, if you set it up that way.
There you will find your BB account number plus al ist of BB account statement dates to view. Very much like the mobile phone bill page.
Here you will find the following printed :-

Account Charges
Broadband Plus - free with your Orange phone Date-Date £00.00

Kind Regard