Orange 'Free' Broadband

Eva49

pj68 wrote: »

Thanks Eva49 for your reply, I emailed the exec office with my complaint weeks ago, no reply. When I ring exec office I cant get any further, I've asked for a point of contact or case manager amd i'm always told I will be called in so many days/hours. I'm usually told by the exec team that they are not dealing with this, merely collating the complaints/details and emailing it to the 'special team'.

Although i dont particularly wish to stay with Orange its a matter of principle that they honour the free BB until the end of my contract (another 12mth), but I must admit they are starting to grind me down and i'm thinking of sorting something else with another broadband provider.

Banging ones head against the proverbial wall comes to mind.:mad::mad:

pj68

Do not take NO for an answer!

Stand your ground and insist you speak to a manager!..........do not allow them to fob you off!

The 'special team' are an outsourced sales team who will just try and sell you the package and landline - they have NO authority to discuss your mobile contract.

Executive office is lying! - they - in conjunction with their legal team - are who negotiate final resolution!

If you decide to move to another BB provider - you would then be able to ask for penalty free release and the cost incurred for BB via another provider for the remaining 12 months of your mobile contract.

I was refused free BB - told it was irrefutably withdrawn - my resolution was penalty free release from my mobile contract.

YES totally agree - make it clear your complaint is about mis-sold mobile contract - NOT withdrawal of free BB

Eva49

whitecat wrote: »

This is terrible. Surely someone can represent us all. MARTIN where are you NOW when WE NEED YOU THE MOST...we need your help and for someone to take a stand. Maybe someone could organise something on the westminster website or even a peaceful protest DAY? outside ORANGES headquarters. We have all been conned!! I had a girl from Orange call me today asking if I was going to sign up to the free broadband deal!! I have been a customer with orange for about 14 years and too signed up to the free for life broadband years ago thus potentially missing out on other cheaper phone deals. I also signed up for two year contract for i-phone and would have gone elsewhere if I knew that halfway into contract I would have to really start paying for just it!! Its a joke. Free for life should mean just that!! I asked her what was happening about all of the complaints surrounding this and she responded by acting as though she had never heard of anyone ever complaining before and as if I was talking a load nonsense. What are we going to do???

YES we can try for media attention and representation - and try we have.

But ultimately, do not forget to follow the process to resolve your own complaints individually

As it is, the only resolutions that have been reached, have been through our own endeavors - and has been shown we cannot rely upon any representation other than our own.

Katch

Just joining the bandwagon.

Was categorically told my broadband would remain free for the duration of my contract when I renewed 10 months ago. 14 months to run and they want to take it away - we all know the story.

I have raised the complaint with OFCOM stressing that I was mis-sold the contract. The chap at OFCOM also told me Orange have a 'Special' number to deal with this - 0800 294 4747 - looks familiar - that's because the 'special' team are the sales team trying to get you to shut up and say yes. I told the chap at OFCOM that this was the prime purpose of the number he gave me and he seemed surprised - maybe that'll get passed up the line to someone that can do something about it.

I have also spoken to a very nice lady at the Exec Office and provided my OFCOM case number - again stressing that I was mis-sold and that I am looking for either penalty free cancellation of the associated mobile contract or a continuation of broadband service without needing to go to their line rental.

She advised things are being handled on a case by case basis... nice to see they are treating us equally - why not make a business decision about how to handle the customer's they have decided to try and bully into a line rental agreement by holding broadband to ransom...

I have been promised a callback by a 'special' team...

Also logging a complaint with CAB and asking for it to be reported to trading standards.

If I don't get a resolution in the next 14 days I will issue a notice of pre-court action.

pj68

Thanks Eva49 and Nobby 1963 I'll call them again tomorrow quoting my OFCOM reference number and try and insist on a case number and manager

Eva49

nobby1963 wrote: »

Hi Eva,

With respect to Nick I think the problem with that `free broadband for life ` ad looks like it could all to easily be manipulated.

I am not for one minute saying that is what Nick has done I might add.

The problem is, to me anyway, that `in the flesh` it is probably more than believeable but when it is scanned / cut & pasted or however it is done to get it on that link it loses credibility.

I obviously can only speak for myself but I think that may be the reason that it mat have not been the `saviour` we all hoped it would.

Does that make sense ?

Nobby.

PS I cannot tweet / twitter / facebook.
I can email & text - quit while your ahead I say !

Yes makes perfect sense - and of course the internet has been wiped - I was on a Canary plan so I know it to be true - wonder if that's why I CAN twitter and tweet lol

nobby1963

Hi Katch,

Hopefully you can see some similarities between you and some other recent posters here.

Same advice really although you have already done the right things, just don`t sit back and wait for that call back..... I fear that if anyone does ccall you it will be the same `special ` team just trying to get you to move your landline - with tempting offers `just for you` ( having said that some are happy with the offers made and have agreed to switch to Orange ).
I would keep calling the exec office and chuck in a few special cc`d emails too just for luck !

Nobby.

RobbedRobbins

A very vague, overview article regarding customer dissatisfaction with complaints procedures in large corporations in today's DM. Tell us something we don't know!! I have added a cynical comment and request for some decisive help from the Press and redirected everyone to this forum...AGAIN!

Millions of customers are being let down by shoddy complaint practices at some of the UK’s biggest companies.

A Consumer Focus investigation into six of the most important industries — energy, water, telecoms, Royal Mail and financial and legal services — revealed that the majority of customers are unhappy with how complaints are handled.

One in six people said they have lodged a complaint with one of these sectors.
Yet of those customers, only a third had their complaint resolved on the first attempt. This means millions are being forced to spend months chasing complaints.

Prashant Vaze, chief economist at Consumer Focus, says: ‘It seems as if many of our biggest companies just can’t get it right.

'Customers are maddened by the speed and tone of responses, a lack of information on the progress of complaints, being passed between staff or becoming victims of corporate amnesia and having to explain their complaint over and over


Read more: http://www.dailymail.co.uk/money/bills/article-2222329/How-poor-customer-service-UKs-biggest-companies-fails-millions.html#ixzz2AEMGE9Iz
Follow us: @MailOnline on Twitter | DailyMail on Facebook

Eva49

Katch wrote: »

The chap at OFCOM also told me Orange have a 'Special' number to deal with this - 0800 294 4747 - looks familiar - that's because the 'special' team are the sales team trying to get you to shut up and say yes. I told the chap at OFCOM that this was the prime purpose of the number he gave me and he seemed surprised - maybe that'll get passed up the line to someone that can do something about it.

This would again appear to be Orange misinforming Ofcom - or - diversion tactics - we all know that is the BB sales team.

The so called 'special team' are based in Glasgow - and to my knowledge an outsourced sales team - or 'Outbound team' as they were referred to me:

Their number is 01415 679 060 - and what they attempted to do was address the 'material detriment' aspect whilst securing my land line rental!

The number does not appear to accept incoming calls.

You are making all the correct moves - keep plugging away

Eva49

RobbedRobbins

I fired my email (the one I had previously sent to the Editor - This is Money) off to the journalist, who's email address you posted; I included my mobile number - no interest as yet!

I will not be holding my breath

diamonds

Eva49 wrote: »

I tweeted Martin Lewis weeks ago!

He came back to me and said 'we've already covered it on the site - I'm trying to get it on the radio' that was 11th September.

MSE Helen did come onto this thread asking if we had proof of free BB for life - we directed her to nikbirkins link.

Since then NOTHING

Problem is Martin sold MSE he is only the Chief Exec/face of a division of it now - MSE - the new MSE owners are linked to Orange Broadband for income referals:

http://www.moneysupermarket.com/broadband/providers/orange-broadband/

PS) I dont blame Martin, his head office calls the shots, but this calls into question his professional status as consumer crusader...perhaps Martin did not envisage such a senario, for the rest of us who have worked outside journalism in companies, we know how companies treat staff, Martin is indeed a CE of MSE but still staff with a bigger company above himself these days.

Read the footnote on the site "Martin Lewis is a registered trade mark belonging to Martin S Lewis. MSE, Money Saving Expert, MoneySavingExpert and MoneySavingExpert.com are registered trade marks belonging to MoneySavingExpert.com Limited."

MoneySavingExpert.com Limited is a division of:

MONEYSUPERMARKET.COM LTD
Moneysupermarket House,
St David's Park,
Ewloe,
Flintshire,
CH5 3UZ

http://wck2.companieshouse.gov.uk/c32dd53bfc276598a2df3fa874775f61/compdetails



If I was Martin I'd be removing Martin Lewis from the website given its a registered trademark of Martin S Lewis and not moneysavingexpert.com nor moneysupermarket.com, this will be the first of many senarios where Martin professionalism is called to account, thats what happens when you sell out for millions (I'm sure Martin would still prefer his PROFESSIONAL image is entact, millionaire or not!)

Martin encouraged MSE users to sign up for Orange FREE broadband, now with MSE owned not by Martin there is a conflict of interest between his profession & his employer for Martin to get involved on our behalf.