Orange 'Free' Broadband

Jamieupanddown

IdontlikeOrange wrote: »

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!

I have been through ofcom, exec office, bb team and each time promised resolved, they keep phoning asking if I want the landline package from them and seem unaware that it's being escalated at all
I had the below conversation with bb agent a few days ago then today more of...
23/12/12 TODAY
My phone was ringing, I ran as fast as I could to get to it before bt answer kicked in, YES it was the 0800 2494747 number, my heart was racing I felt I'd reached the end of my bb saga journey... I listened:

Bb agent: hello can I speak to mr me?

Me: yes, is my bb sorted now (my heart pounding in my chest waiting for that sure to be said word) is it sorted now?

Bb agent: this is just a call to see if you want to take out our landline package before your bb end date.............

(now as you may imagine, this wasn't the response I had expected...)

Me: something like this. I know an old lady who swallowed a fly, I don't know why she swallowed a fly perhaps she'll die,
She swallowed the fly to get the broadband
Swallowed the spider to call ofcom
Swallowed the bird to get the executive office that wriggled and tickled and tickled inside her perhaps she'll die

She swallowed the cat to get through to the bb team
Swallowed the dog to speak to the manager
Swallowed a horse to speak to the executive office that wriggled and tickled and tickled inside her....... She's dead of course.......

So then the agent went off and a lady came on and thought I'd phoned them.... Lmao
So now I tell her the swallow the fly song and it's all sorted..... Or is it???? Email confirmation to arrive within 5 days

RobbedRobbins

why oh why are the press not covering this story? I am getting very, very angry that they seem to pick and choose who to lambast on consumer issues. Why not Orange? Can anyone out there help with this? Surely someone must know someone in the press to lean on?

sparklydog

I too have received this from Orange. A broadband customer since the Freeserve / Wanadoo days, I have had the free orange broadband offer since 2006/7. Every time I have come to renew my mobile contract I have been careful to confirm that I would still be eligible for the free broadband. Despite constantly reduced monthly costs, I still have had access to the offer all these years (The original offer was for £30 a month or more contracts, mine has since reduced to £16 a month and still is (or was!) allowable.)

FAITHNOMORE

Eva49 wrote: »

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



Cheers EVA49 I'll give that a whirl, new to this forum lark

RobbedRobbins

I have had another go at getting someone on the Money Mail team at the DM to respond to a request to look into this matter.Have emailed every journalist who covers finanacial stories in the hope someone responds! Otherwise I am starting to get a bit cynical about our free press in this country! Here is my email request!

Dear James,Laura.Sam...anyone??
There are thousands of Orange customers who have been fighting for weeks with Orange over the mis selling of recently re newed mobile phone contracts
on the basis of free broadband which Orange are now discontinuing unless you move your land line to them at a higher cost than BT (or other land line
providers.)
Ofcom are involved and you can easily get the gist of the diabolic behaviour of Orange by reading a few pages on the forum link shown below
which has had over 90,000 hits and has so far racked up 98 pages of comments

A lot of us have contacted the press about this but so far none of you lot have shown any signs of covering this story.
As a champion of consumer rights I am very disappointed that your publication has not covered this situation and waded in with some help when
there are literally thousands of us fighting for our rights.
I emailed Tony Hazell and the experts at financial mail about this situation last week, as have others.
Please can you look into this or at least acknowledge why you are not prepared to stick your head above the parapet on this issue?
One wonders with all the bad publicity with regard to mobile phone hacking and the press that you may prefer to stay on a major mobile phone
company's good side and keep quiet?
Freedom of the press, what has happened to it?

nobby1963

sparklydog wrote: »

I too have received this from Orange. A broadband customer since the Freeserve / Wanadoo days, I have had the free orange broadband offer since 2006/7. Every time I have come to renew my mobile contract I have been careful to confirm that I would still be eligible for the free broadband. Despite constantly reduced monthly costs, I still have had access to the offer all these years (The original offer was for £30 a month or more contracts, mine has since reduced to £16 a month and still is (or was!) allowable.)

Hi sparklydog,

You are not alone !

It seems you will still have to follow the `process` of contacting Ofcom, complain about being mis-sold ensure you get a ref number ......

This is all set out in a handy guide - courtesy of Eva49 ;




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]

moon777

FAITHNOMORE wrote: »

Eva49 wrote: »

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



Cheers EVA49 I'll give that a whirl, new to this forum lark

Or - you could just ring Orange CS and ask for the unlock code - used to be £20 - safer than some other unlocking options!

moon777

nobby1963 wrote: »

Hi sparklydog,

You are not alone !

It seems you will still have to follow the `process` of contacting Ofcom, complain about being mis-sold ensure you get a ref number ......

This is all set out in a handy guide - courtesy of Eva49 ;




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]

Or if you dont want to stay with this company after all they have done and no doubt will do in the future - you could move your BB before complaining (as Orange have not officially announced continuation of free BB for length of upgrade) - then follow Eva49 process - to get out of your mobile contract penalty free.

I mean why would you want to continue with them?!!:rotfl:

moon777

RobbedRobbins wrote: »

why oh why are the press not covering this story? I am getting very, very angry that they seem to pick and choose who to lambast on consumer issues. Why not Orange? Can anyone out there help with this? Surely someone must know someone in the press to lean on?

Because they would loose their free mobile contracts????:cool:

moon777

EE 4g prices - more money for Orange

Mobile users who want to upgrade to the new superfast 4G network will face steeper costs — with few special favours for Orange and T-Mobile customers.

http://www.moneysavingexpert.com/news/phones/2012/10/ee-reveals-4g-prices-which-arent-cheap