Orange 'Free' Broadband

Eva49

banditbarron wrote: »

For anyone interested I have been CUT OFF, BLOCKED, DISCONNECTED from my broadband and email account since Monday this week

Finally I got told yesterday that they will have me back on in 24 hours as it was a 'mistake' I was cut off

So if anyone here knows the full ins and outs surely they have now broken the law with me???? :money:

I am holding my breath to see if it comes back on today. So far I've had 5 days of not being able to work as my jobs come to me via my email account so am £1000 (£200 a day) down so far!!!!

Dave :mad:

As they have admitted it was their mistake,and not due to a fault on the line, I would imagine you have a claim for lost earnings and need to take legal advice on that.

Did they admit they had disconnected you?

Were you told your BB would run concurrently with your mobile contract? - if so, this is breach of contract.

My BB went over to Plusnet last Wednesday (scheduled sometime after midnight Tuesday)
Tuesday afternoon, I finalized my mobile account with Orange - approx 15mins after this call my BB was disconnected.
I called Plusnet to see if they were in the process of transferring, they said no it is always done after midnight so the transfer is seamless and the customer has minimal downtime - he did say - they don't usually disconnect this early.

Coincidence??? - OR - did the switch get thrown? I have my own opinion.

I will say however, I am still able to log into my Wanadoo (orange) email account though, so it is a little odd you have neither.

visidigi

nobby1963 wrote: »

Hi,

So a nice size claim for compensation into Orange then.
I would definately call exec office.
Did you have any letters giving you a disconnect date of beyond this week ? if so that would be mighty useful to your case !

Nobby.

A claim with no grounds.

Its a consumer internet/mail service. If you want an SLA you need a business contract.

Eva49

fitz2012 wrote: »

To help further, what is the nature of your work that is email critical ?

Do you not have a blackberry, android, iphone, or other mobile that can receive and check for email ?

As Nobby advised ring the executive office first, if no joy consider starting a legal claim.

As there is no access to email - could it be they have disconnected him from the server totally?

Now I am barely IT literate - so please don't laugh if I have got that totally wrong lol

bod1467

nobby1963 wrote: »

Hi,

So a nice size claim for compensation into Orange then.
I would definately call exec office.
Did you have any letters giving you a disconnect date of beyond this week ? if so that would be mighty useful to your case !

Nobby.

visidigi wrote: »

A claim with no grounds.

Its a consumer internet/mail service. If you want an SLA you need a business contract.

This exactly. The orange service will be a consumer-grade service. In fact their T&Cs will probably exclude business use.

Edit: that was the first time I have ever used multi-quote.

nobby1963

visidigi wrote: »

A claim with no grounds.

Its a consumer internet/mail service. If you want an SLA you need a business contract.

Sorry but I disagree, Orange I am sure would be proved to be at fault and therefor liable if it can be proved that they have cut off someones internet `early` or without notice.

My personal experience is that they have been proven to want to settle `out of court` over this as it is clearly not a legitimate claim by them that they have the right to remove a service that has been `mis-sold` to customers when they have been told that the `free` bb will continue for the length of their current mobile contrcts ( and for life if truth be told ).

Time will tell in this case but if they have already admitted it was done in error I dont see a case for them.

Nobby.

dishyfella

How can it be proved the user was disconnected by Orange, the user has no hope of succeeding in this claim, they will just say it was down to technical difficulties. What steps did the user take to try to reconnect. I am sorry I smell a compo seeker,

Eva49

dishyfella wrote: »

How can it be proved the user was disconnected by Orange, the user has no hope of succeeding in this claim, they will just say it was down to technical difficulties. What steps did the user take to try to reconnect. I am sorry I smell a compo seeker,

Orange has said was it was a mistake - NOT that the service was 'down'

Eva49

diamonds wrote: »

that email is down Mr RightsA, people have to email [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL] to get any written customer care these days. orange tried to commit to nothing in writing and pulled the customer service email address just before they sent out letters to call your company. Ironic because the Ofcom enforced Complaints code of conduct orange publication says email it to the email you posted.

orange knew it was misleading customers & to protect themselves employed your company to lie & mislead us, and blame your company to Ofcom for misleading and miss-selling (which makes no sense as legally Orange are accountable for their 3rd party sub contractors - not that Ofcom give a a$$ about legal things as proven again and again since Ofcoms birth) no doubt your employers will be expected to lie in court for Orange aswell if it comes to a small claims court on the truth coming out, all for or a "bonus" for exceptional sales :rollseyes:

Can someone submit a Data Protection Subject Access request for the details of the "3rd party in Glasgow" where our details were sent to for the said "third party" dealing with the free/£5 broadband?

Actually Eva if you could be so kind as to rustle one up (still on a tablet here) and we can all copy paste and fill the blanks in and we all sent to [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL]

In law and court you cover all eventualities that may or may not come up - just go prepared go the hilt

I think you will find diamonds the Team MrRighSA is working for is an outsourced call centre in Glasgow that has no access to any Orange customer account if I have understood him correctly.

My observation are this:

Team 1 = Orange BB team - remit = secure/sell landline contracts
Tel: 0800 294 4747

Team 2 - Also referred to as 'special/highlander/outbound team' = outsourced call centre in Glasgow
Remit = referral by executive office -hold no customer records - have no autonomy to discuss mobile contracts - try to meet 'material detriment aspects' - if no success refer back to Exec Office
Tel: 01415 679 060

Team 3 - Executive Office - will refer to Team 2 initially - prior to resolution by themselves and to see if the material detriment can be addressed - Executive Office is the only team with access to both customer accounts IE BB & Mobile - and are the only ones with autonomy to discuss final resolution after consultation with the legal team.
Tel: 0800 0790 134

IdontlikeOrange

The more I think of Orange, the more convinced I get that mis-selling has always been their official business practice.
Two things which made me think so:
1. Eligibility to keep free BB when renewing mobile contract. When I came to renew my original £30 pounds contract in 2008, I was told that I had to stay on at least £30 package. And so I did. Now I found out that I could have dropped it to £15...

2. Orange care insurance. It came originally with my first contract in 2006. I was told in the shop that I could cancel it within 14 days by ringing 150. So I did just to be told that I could not do that, it was part of the package which could not be changed. 5 years later I received a letter from Orange saying that my 60-month insurance coming to an end and I have to contact CS to discuss whether I would like to renew it. I rang them and found out incidentally that I could have cancelled it at any time earlier! So, I paid Orange £300 pounds for the service I did not want! Is it not mis-selling?! And constant lies, lies, lies from Orange!

All this on top of mis-sold free BB (as we all know already) and the fact that I hardly use a quarter of my monthly package allowance...

What a disgusting company indeed.

I wish I had more time to get involved into legal proceedings with them!
Anyone who chose a legal route with them - you can count me in for giving evidence in court, if it takes one day trip (cannot devote more time, since I have a demanding job and a very demanding one-year old).

bod1467

nobby1963 wrote: »

Sorry but I disagree, Orange I am sure would be proved to be at fault and therefor liable if it can be proved that they have cut off someones internet `early` or without notice.

My personal experience is that they have been proven to want to settle `out of court` over this as it is clearly not a legitimate claim by them that they have the right to remove a service that has been `mis-sold` to customers when they have been told that the `free` bb will continue for the length of their current mobile contrcts ( and for life if truth be told ).

Time will tell in this case but if they have already admitted it was done in error I dont see a case for them.

Nobby.

The person affected is perfectly within their rights to try to claim for loss of earnings. But I can say with 99.9% confidence that it will fail - the Orange BB service will almost certainly have T&Cs that state it is a consumer service, and that business use breaches the terms of service.