Orange 'Free' Broadband

ShugMonkey

They really don't understand understand customer service do they.
I agreed a good deal for myself last week, and was happy to move over to their line rental, but today they've tried to fob me off with a crap DGN1000 router, which arrived today.
They agreed a brightbox, and after 40 minuted on the phone AGAIN they should now be sending me a brightbox.

I have a piece-of-crap DGN1000 that i bought myself 2 years ago and they want me to have the same again!
They promise one thing and give something else, they should have known I'd be back on the phone if I didn't get what i wanted but they don't seem to care.

diamonds

ioscorpio wrote: »

I have an Orange PAYG sim registered with about 20p on it, but I don't use it.

Dont matter no minimum top up was required like o2, it was applied on old broadband plans like under £30 contract for FREE broadband on a case by case by retentions when new ones started

http://web.orange.co.uk/documents/ice/termsandconditions/paygbroadbandconverged170910.pdf

diamonds

T-Mobile roaming on Watchdog, changing policy apparently for charged calls hitting voicemail abroad.

Woodlandman

I rang the exec office today as last friday was told by the broadband team my free bb would be cut off this friday.

I spoke to a very nice lady who admitted that she was very frustrated with the whole situation as she could not advise any course of action and has not been advised of any decision made by orange. She said that she has had the same conversation with many other customers and apologised for sounding like a broken record.

She did confirm to me that my name was on the spreadsheet of customers who will be getting a phone call from the special team to discuss my situation. She also confirmed that i definately will not have my bb cut off.

I did ask how many names were on the spreadsheet and the reply was about 200.

I told her that i knew of someone who has had confirmation that they will be allowed to keep their free bb and has also been offered compensation, (referring to nobby) which means orange had already set a president for other customers with the same complaint.
She knew exactly who i was talking about and hinted that she reads this thread. (hello to nice lady )

She could not confirm anything about any offers, only that someone will be calling me soon.

So there you go another correspondence with orange which ended with the usual "someone will be calling soon"

Ps. as advised by others on this site follow the procedure set out by Eva49, do not jump ship, be relentless in ringing, e-mailing orange, which should get your name onto the spreadsheet for a special call.

diamonds

EE on watchdog, lol taking !!!! out data plans....

T-Mobile, EE... I reckon this is a lead up Orange Broadband, when they will bring all 3 T-M/orange/EE issues up with a EE spokesman in the studio lol

RobbedRobbins

Thanks for responding, the more who do the more likely we will eventually get a response. I have a direct line phone number to this journalist so tomorrow I will call and see what can be done...if anything, to get some press coverage. Here's hoping!

Gadgetmaster wrote: »

Ditto - gave him home, mobile, and email. Also pointed out that I am awaiting a court date, having already issued proceedings. Nothing heard back as yet

Gizitch

I was physically unable to call ofcom till today, now have my case number and will be phoning exec office tomorrow,
while on the phone to ofcom he said due to my disability they were able to offer me extra help, I got excited and thought I would be able to have assistance and then could tell you all (as I am sure I'm not the only disabled orange customer) how to get the help.
I was taken aback by the generosity of ofcom to help me....they are....going to email orange on my behalf and ask them to contact me as a gesture of goodwill.....jeesh thought it would at least be something constructive, I can manage an email myself....maybe I thought I would be offered some form of mediation or something but no....so thats that,....I might add I do not want special treatment for my disability but would like to think that others who have disabilities affecting their communication skills may benefit from some help and would be able to get it....apparently not..
that said he was pleasant, and didnt try to fob me off, but did not advise me of anything other than the special team, which I tried last week to no avail and also gave me a number for ombudsman which I assume is the CISAS ... and previous posts have commented how useful that is, but did not advise anything else other than the fact that they were told the special team would be trying to get resolution for their customers with sensitivity, and would advise me how to escalate the situation if I wasn't happy, I asked him how that fit in with the fact that the "special team's" resolution for me was to sell me land line and heavily increase my financial burden in addition to laughing at me and reducing me to tears, he said that sounded like I wasn't through to the special team, I told him the number that was used and he agreed it was the same number, he then said try speaking to a manager, my reply was that I was supposedly speaking to one....ah well
someone asked about recording calls while on the phone without the beep....you can download a voice recorder on the android market too..i used "tape-a-talk"... (or occasionally "voice recorder")....just hit record before dialling and speak on loudspeaker on your phone
Just an aside, saw this today and wondered if anyone knows them and if they would be worth contacting,....I have no idea but his name appeared on a mobile contract thread earlier on another matter
http://twitter.com/ew4n
http://ewan.net/

Paully232000

Hi all, I am giving the exec team until this friday to get back to me after my conversation and email to them. If not they will get another email to my named contact asking what is going on and am I on 'the magic list' as I should be.

On a second note, and call my cynical but I am :-) however just did a speedtest.net check and I now have a download speed of less than 1 mb/s whereas I have always had with no difficulties had between 6.5--8mb/s download for as long as i can remember.

Should I worry that Orange have had the cheek to reduce my line speed or is it just a coincidence. That will also go in my correspondence on friday should it continue.

The_Future_is_Bright

Orange broadband customer base remains static

Orange saw no growth or decline in its home broadband customer base during the first three months of 2012, it has been reported.
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Orange's home broadband subscriber base held steady during the first three months of 2012.
The firm reported 713,000 fixed broadband customers at the end of March, the same number as at the end of December.
As such, Orange has now seen no growth or decline in its home broadband user base for three consecutive quarters.
The firm remains some way down on the 1,142,000 customers recorded in Q3 2007, but Orange has managed to halt the decline.
Olaf Swantee, Chief Executive of Everything Everywhere - the UK parent company of Orange - said the firm was seeing improved underlying service revenues, driven by rapid data revenue growth.
"We continue to make major strides improving our current network experience such as better signal sharing and faster 3G data services," he stated.
"We plan to start to introduce 4G LTE for the benefit of UK consumers and businesses by the end of the year, pending regulatory approval."

Tags: Orange, Customer service and satisfaction

CANT WAIT TO SEE WHAT THE CUSTOMER BASE WILL HAVE SHRUNK BY IN THE NEXT FEW MONTHS.

ORANGE YOU ARE ON THE WAY OUT. CUSTOMER SERVICES ARE A DISGRACE, THERE IS NO SERVICE.

WILL BE CONTACTING WATCHDOG THIS WEEK AND GET ANN ROBINSON TO INVESTIGATE THESE ROGUE TRADERS.:mad:

virgin11

I also spoke to the nice lady, she told me the same story as you.Received a call from Orange today nice chap said dont get too excited i am only ringing to find out if you are taking the landline offer.Told him no he said he is as fed up as i am with people telling him the sorry saga.(I thought i had a bad job) Nice lady in executive office told me they are not going to switch my broadband off and not to worry as someone is going to ring in a few days( i have been waiting 2 weeks already) In all my years i have never had this amount of trouble with anyone else.I would NEVER have anything to do with Orange whatever they offer.