Orange 'Free' Broadband

Paully232000

Phoned orange and got my email address that i set up many many years ago, logged in but to no avail:

"hello
We're currently working on improving the site, so you might not be able to access all our services at the moment.

Please try again in a little while.

Thanks.

Orange Customer Support"

Gizitch

I'm new so don't know protocols, and am sure I will break some so apologies up front for that!
I got a text message saying ring this number urgently your contract is changing, yep , my bb is being withdrawn, apparently they sent me a letter some time ago saying it ends on the 5th November but I am sure I haven't received one, I spent 2 hrs 20mins on the phone to them today before they cut me off and must have been passed to at least 7 different people, each telling me they weren't able to help wrong department...constantly told they weren't changing the mobile contract, no matter how many times I told them I specifically told the guy that I renewed with, that I didn't want a new contract, that I needed to stay on what I was on as I couldn't risk loosing the broadband part of the deal, and he told me more than once, its ok I guarantee at the end of the new contract you will still have the free bb and will continue to do so as long as you remain a customer of orange, and that it was only this reason I renewed my contract and/or didn't go elsewhere for cheaper mobile, they persistently told me that they weren't changing anything on the mobile contract I signed up to and that the broad band was a separate entity, they refused to back down on their "severely rehearsed speach" of we can do this it is legal, but we are offering you a fantastic deal on your landline, then you can have your free broadband back...
Even when I pointed out that their fantastic deal was in fact 3 times dearer than the landline I pay now, and I simply couldn't afford it, they stuck with their "this is the only option" policy. I asked to log an official complaint,this was not taken seriously as I was passed to someone who spoke very bad English telling me he was able to help me and wasn't it wonderful how they could provide me with this land line offer, I broke down and started crying (I am never usually emotional like this) you see I am disabled and the broadband is the only connection I have with the outside, I rely on it heavily and use it every day, I told them that I cannot afford any increase in premium and if I was to take their offer of landline and broadband then I would have to get rid of the mobile, which they quickly told me that I could not do. I have to buy out of it and this will be hundreds, of pounds, (no one would tell me the exact figure) and that it would be cheaper to just buy their land line option, they don't seem to understand, I need the broadband, but I could get by with a cheap pay and go option for the mobile, however I cannot afford to pay more (for mobile, broadband, and landline) than what I am already doing, and there solution would be costing me at least £18 more than what I currently pay, I'm sorry this is waffling a bit but I have just found this forum today and have got my self in such a muddle and so confused as to what to do, and actually quite scared of loosing my broadband as no one seemed to be able to tell me when i will get cut off, one said 16th nov, I guess I am asking for some clear direction, I asked for the complaint to be escalated they wouldn't and they have left me with no option other than loose the broadband and continue paying for a mobile I don't really want any more, or pay out my contract in full so I can leave, neither which is an option for me.
I am aware that many hints and tips have been put on this thread but the more I read the more confused I get, If anyone can help me it will be very much appreciated, Sorry again for the long waffley post.

Dublindel

My contact was made in a phone call, and I stipulated that I wanted home broadband included as part of the contact for 24 months. This was agreed and no discussion of t&c's took olave, no contract papers were sent for me to sign and no t&c's were Sent for my approval. A verbal contract is binding. I spoke to Orange when I received the letter about broadband but they were just arrogant and wanted £390 to end my contract. Spoke to consumer direct who informed me that orange were in breach of contract, supply of goods and services 1982. Orange have been sent written complaint and I have told them that it will go to court. Application will be made on. November 1

nobby1963

**Double Bump**

Seems there are more new peeps who need Eva`s info !



Originally Posted by Eva49
For anyone new here viewing this forum; much information has been ‘lost’ within the length of the thread I thought it prudent to collate a post outlining procedure for addressing this issue; Miss-sold mobile contracts

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]

4) Report the case to Citizens Advice Bureaux (CAB) 08454 04 05 06 and ask for it to be reported to trading standards

http://www.adviceguide.org.uk/england/consumer_e/phones_tv_internet_and_computers_index_e/consumer_problems_with_contracts_packages_and_offers_e/product_or_service_has_been_mis_sold_to_you_tv_phones_and_internet.htm

5) The next step would be to take your claim to the small claims court.
Issue a Notice of Pre-Court Action and email FAO (Name of Contact) [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL] back that up with a hard copy and send by recorded delivery to Head Office:

Company Reg No: 2178917

Company Secretary
Orange Personal Communications Ltd.,
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

OR

Company Reg No 02382161

Company Secretary
EVERYTHING EVERYWHERE LIMITED
HATFIELD BUSINESS PARK
HATFIELD
HERTFORDSHIRE
AL10 9BW

6) Link to register online application

https://www.moneyclaim.gov.uk/web/mcol/welcome

Finally, contact BBC Watchdog and any media available.

Good Luck to all Apologies for the length!

[FONT=&quot]Orange retained their Mobile Contract Customers by offering ‘Free BB for Life’ as an inducement to renew their Mobile Contract for a minimum term, and most of us relied upon that representation that Orange would not remove this incentive, certainly, it was not foreseeable at the time of renewal this would be to our detriment some time into a new contract.[/FONT]
[FONT=&quot]Customers are now under duress to accept the current offer which is a substantial variation in terms, and has to be acceptable…[/FONT]

Eva49

Gizitch & Dublindel

If you read back a few pages you will see that Orange are just beginning to do a 'Turnaround' on this decision, although it does not appear to be across the board at the moment!

Because of this it is important you follow the process as listed above.

1st step,and most important, phone Ofcom to log your complaint and get a case number......which will then mean you can call Exec Office and log your complaint directly.
Ensure you take the name of the person you speak to make a note of it.

RobbedRobbins posted yesterday Ofcom are becoming reticent issuing case numbers - stand your ground and insist!

montage

Had a call and they have said if i wish to keep free broadband i can do so... but to be honest the deal they offered me as a result of loosing the broadband is better than me keeping it as it is. I'm not too bothered who my line is with as i only used it as i was paying for unlimited calls. Now i just wont use it.

I was also offered an early upgrade 7.5 months early which i may take up when i decide which phone and plan is for me... or i might not.

All in all a very bad move by Orange, and extremely poor PR and they know it.

After all lets face it the only reason for the reversal is its probably cheaper for them to keep broadband going until peoples contract end then push them onto which ever plans exist at the time than pay them off. If only they had done their sums before hand MSE forums would be 1845 posts light and we'd all be finding something else to put energy into.

Eva49

nobby1963 wrote: »

**Double Bump**

Seems there are more new peeps who need Eva`s info !



Originally Posted by Eva49
For anyone new here viewing this forum; much information has been ‘lost’ within the length of the thread I thought it prudent to collate a post outlining procedure for addressing this issue; Miss-sold mobile contracts

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]

4) Report the case to Citizens Advice Bureaux (CAB) 08454 04 05 06 and ask for it to be reported to trading standards
http://www.adviceguide.org.uk/england/consumer_e/phones_tv_internet_and_computers_index_e/consumer_problems_with_contracts_packages_and_offers_e/product_or_service_has_been_mis_sold_to_you_tv_phones_and_internet.htm

5) The next step would be to take your claim to the small claims court.
Issue a Notice of Pre-Court Action and email FAO (Name of Contact) [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL] back that up with a hard copy and send by recorded delivery to Head Office:

Company Reg No: 2178917

Company Secretary
Orange Personal Communications Ltd.,
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

OR

Company Reg No 02382161

Company Secretary
EVERYTHING EVERYWHERE LIMITED
HATFIELD BUSINESS PARK
HATFIELD
HERTFORDSHIRE
AL10 9BW

6) Link to register online application

https://www.moneyclaim.gov.uk/web/mcol/welcome

Finally, contact BBC Watchdog and any media available.

Good Luck to all Apologies for the length!

[FONT=&quot]Orange retained their Mobile Contract Customers by offering ‘Free BB for Life’ as an inducement to renew their Mobile Contract for a minimum term, and most of us relied upon that representation that Orange would not remove this incentive, certainly, it was not foreseeable at the time of renewal this would be to our detriment some time into a new contract.[/FONT]
[FONT=&quot]Customers are now under duress to accept the current offer which is a substantial variation in terms, and has to be acceptable…[/FONT]

AGAIN!!!!! The link was 'broken' on point 4 - Re CAB - I have again corrected!!!

Can anyone tell me why this would happen?

The difference in the links:

http://www.adviceguide.org.uk/nirela...d_internet.htm this is 'broken' N Ireleand

http://www.adviceguide.org.uk/englan...d_internet.htm

This is the correct link - England

nobby1963

I wonder ?

Those amongst who have suspicious minds might think gremlins have been at play ......little orange ones perhaps ?

Brake_Downhill

Well the plot thickens. Still awaiting Orange Executive Office to phone me back (2days), maybe on Monday?
In the meantme I got a email off Orange BB team today, saying that if I wanted to carry on witrh my free broadband I would need to have an active Orange pay monthly mobile plan.Their records show I don't have one!!!!!!!!
Phone up BB within 2 minutes explained I was 3 months into my latest 24 month Pay
Monthly Contract with them and at this very moment was claiming gross mis-selling practice that had been carried out by Orange mobile sales people along with many others. That at the moment this is being looked into by the OEO. He said very sorry about the e-mail and admitted that the email was incorrect and should never of been sent out to me today. He also stated many other customers have been sent this incorrect email. I would say do not let these people ware you down. Stick to your principle and take Orange to task!
By the way the man told me that all Phone sales over the phone are recorded (not just some), so anyone here should be able to here the original sale/contract conversation. The date along along with the mobile contract number will be enough. You do not need to know the sale persons name (well according to this guy).
Kind Regards

Eva49

Sad as it may seem, I have trawled the whole length of this thread and repaired the 'broken links' on my posts!

I cannot change the posts which have been bumped forward but it is the CAB link which is broken Point 4

It did work initially - sorry