Orange 'Free' Broadband

nobby1963

Morning,

Just to clarify, it is possible to get the Exec office to put things in writing - I have emails from my `case manager` detailing all the offers made to me, including the final one I accepted.

I think it may be different from the `special ` team, although I never asked for anything in writing from them.

I think under the circumstances that asking for email clarification of offers made is totally reasonable & would find it very hard for Orange exec office to explain why this cannot be done.

In short - INSIST they give you it in email at least.

Good Luck

Nobby.

nobby1963

99000+ views !!!


***Bumpety Bump bump bump***




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/englan...d_internet.htm

5) The next step would be to take your claim to the small claims court.
Issue a Notice of Pre-Court Action (suggest 10-14days notice) 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]

The_Future_is_Bright

This is taken from the Which? website:-

Consumer Protection from Unfair Trading Regulations 2008 The law explained
Traders who refuse to leave may be committing an offence

From special offers that don't exist to closing down sales that run for months – some companies use underhand tactics to get a sale. Sometimes the offer is genuine enough, but the salesperson stays for hours until you sign up or tells you their livelihood depends on you paying up. Since the 26 May 2008, legislation has been in force with the aim of combating such practices.
Consumer protection

The Consumer Protection from Unfair Trading Regulations 2008 (CPRs) make it an offence for traders to treat consumers unfairly through misleading actions, misleading omissions or aggressive practices.
Misleading actions

Misleading actions include advertising goods that don't exist, or offering just a few items at the advertised price with no hope of meeting the demand. Traders are also banned from lying about goods or passing them off as another product to give them credibility. If a trader has signed up to a code of practice, failing to follow it could constitute a breach of the CPRs.
Misleading omissions

Sometimes it's not what is said that's the problem. The CPRs aim to ensure traders who are economical with the truth, or miss out key information that a consumer needs to make an informed decision, will be caught out too. Traders must also make sure the information is provided in a timely manner - and not so late that it's of no use to the consumer.
Aggressive practices

Sales tactics can greatly influence a consumer's decision. Now, traders who fail to take no for an answer, refuse to leave until a contract is signed or use threatening behaviour will be committing an offence.
The CPRs in practice

If a trader is accused of misleading consumers or acting aggressively, it's not enough to simply demonstrate the activity. It also has to be shown that the practice influenced the consumer's decision. This doesn't necessarily mean that the consumer has to have entered into a contract, just that their actions were influenced in some way. It could be enough that the consumer phoned the trader or decided to go into their shop.

Check out this website as it gives useful advice re Banned practices. Consumer Protection from Unfair Trading Regulations 2008.

Vdubster

Dam fools!!!!

After more emails to exec office finally got a call from Orange but it was the Broadband crew and they couldn't talk to me about mis-sold mobile contract so she's going to pass my complaint on, que another email to exec getting a bit shirty this time though.

J

SuperAllyB

Have just e-mailed Ofcom (either lines are busy or i'm unlucky) to get a case number.

I have recently had my free broadband withdrawn by Orange. My original written contract shows that free broadband is included for the length of the contract and during 3 subsequent online upgrades I have stayed with the same plan (also earning loyalty discount) and have kept my free broadband. I believe this should remain the case unless I was told otherwise at the time of upgrade (which i wasn't) and my free boradband should continue at least until the end of my current contract.

Neither Orange Mobile nor Orange Broadband have been helpful on the phone regarding this.

I have been told that I need a case number for you before i can proceed any further and would be grateful if you could give me one.

Not as strong a case of mis-selling as a lot of you but i still feel i shouldn't lose out. Anyone any thoughts on whether i'll get anywhere?

Jamieupanddown

The_Future_is_Bright wrote: »

How do you record a conversation whilst using your mobile?:)

Landline call on loudspeaker, recorded onto tablet pc, I think iPhones have a free app on appstore called audio memos free, not 100% certain it will work on mobile but worth a try.

Eva49

SuperAllyB wrote: »

Have just e-mailed Ofcom (either lines are busy or i'm unlucky) to get a case number.
Not as strong a case of mis-selling as a lot of you but i still feel i shouldn't lose out. Anyone any thoughts on whether i'll get anywhere?

Your case is as strong as any other and not dis-similar to my own - you have been mis-sold.

You just need to be proactive and keep trying to get through to Ofcom (phone call is best as they will issue you a case number there and then) you need this case number in order to then go direct to Executive Office - which bypasses CS

Essentially DO NOT sit back and expect Orange to sort it all out - you must follow up - follow up and follow up.

FAITHNOMORE

I have been reading since day one and like everyone else, have been crapped upon by Orange. I too have been with them since the freeserve days but fortunately for me my contract ends January, if they keep adding on weeks while they trying to worm their way out of legal action I might just end up keeping my broadband until the end by default.
I see there are some great sim only deals out there, does anyone know of a safe and reliable way to unlock a Galaxy S2 so come January I don't have to pay orange another penny and they can kiss my £30 a month goodbye.

Eva49

FAITHNOMORE wrote: »

I have been reading since day one and like everyone else, have been crapped upon by Orange. I too have been with them since the freeserve days but fortunately for me my contract ends January, if they keep adding on weeks while they trying to worm their way out of legal action I might just end up keeping my broadband until the end by default.
I see there are some great sim only deals out there, does anyone know of a safe and reliable way to unlock a Galaxy S2 so come January I don't have to pay orange another penny and they can kiss my £30 a month goodbye.

Fingers crossed you get your free BB date extended and enables you to see your contract through.
As for safely unlocking your Galaxy S2, you may have more luck with that on the mobile phones thread

http://forums.moneysavingexpert.com/forumdisplay.php?f=14

IdontlikeOrange

Jamieupanddown wrote: »

Broadband agent: hi can I speak to mr me?

Me : hi yes speaking, is my bb sorted out, been waiting for this call?

Broadband agent: this is just a call to see if you have decided to take out orange line rental before your bb end date?

Me: I've phone ofcom, phoned exec with ofcom reference, spoke to manager from this number who stated waiting for code to be generated from head office, has this not been done?

Broadband agent: ??? Not sure nothing here, just check your notes,

I had an absolutely identical conversation last Saturday. Also thought: this is a result of my phone conversation with Exec Office last Thursday, when they promised a "special" call to sort the BB out.
But no, the basterds still want my landline!! Unbelievable!! The level of their thick skin, skull and cheek is beyond imagination!