Orange 'Free' Broadband

Paully232000

Since saying that my BB had been reduced in speed to less than 2mb/s i looked last night and it has gone back to its original speed of just less than 8mb/s.

At least that is one thing:-)
Have also emailed the exec team again after speaking to a person last week who said that he would look into my complaint/issue, and get back to me. Lets see if he replies.

Eva49

In the absence of any announcement I think the following still

applies!


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.
Customers are now under duress to accept the current offer which is a substantial variation in terms, and has to be acceptable…
[/FONT]

ferret_4

Decided it best to start a new account on hear with a new name before posting which proved a hassle off a phone.

I have been watching this forum for some time while waiting for the dreaded letter.....which arrived on Tuesday, rang Ofcom then executive office that evening as soon as I got in from work and now awaiting the phone call from special team (which I believe I should have got within 48 hours?). rang executive office again last night to chase up phone call an was told to be patient there dealing with it case by case.

after looking at my mobile tariff to see what I use I also decided to rang cs this morning to see if I could lower my mobile tariff current £36pm. (I don't even use half the min that are included) but was told I can't till I'm half way in to my 24 month contract which was rather disappointing. may also request info on this from executive team.

should i ring the special team or just await there call

Eva49

ferret_4 wrote: »

I have been watching this forum for some time while waiting for the dreaded letter.....which arrived on Tuesday, rang Ofcom then executive office that evening as soon as I got in from work and now awaiting the phone call from special team (which I believe I should have got within 48 hours?). rang executive office again last night to chase up phone call an was told to be patient there dealing with it case by case.
should i ring the special team or just await there call

Did you take the name of the person you spoke to in Exec Office? - If not, call again tell them under Ofcom rules they have 48hrs to respond - which they have NOT

Ask for a case manager to whom you can send your letter of complaint! following the Orange complaints code of practice.

Send your letter via email

It is not possible to ring the 'special team' the number does not take incoming calls.

Your point of contact is the executive office - get a named person

diamonds

Eva49 wrote: »

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.

His team has access to something, how can his team sell something with no access to anything Orange ?

MrRightsA team has our contact details for a start, they are not cold calling ANY number in phones books, but contact numbers you provided to Orange or they have provided service to you on.

Are you saying MrRights team just call/email a order through once they have a agreement on re-grade/sale. Because the man himself said he could not get a line "re provisioned" as it would not let him, now I assume he is talking about a computer screen reporting such to him.

diamonds

bod1467 wrote: »

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.

I disagree, they DISCONNECTED a service.

Nowhere does the law say you cannot be protected for collecting email that provides employment on your home "consumer" broadband, if the email address used is the Orange provided emal address then yes "downtime" is allowed on that service, but no CONTRACTED broadband service was available, furthermore whilst the account was in "official dispute process" as per Ofcom enforced Complaints Code of Conduct over REMOVAL of service/change of T&C it should NEVER have been disconnected.

Several counts of failure there ! When consumers STOP believing every god dam T&C is water tight under LAW then we might get better standards of consumer protection as WE enforce them rights & legal obligations, be pro-active not "britiish" stiff upper lipped.

Eva49

diamonds wrote: »

His team has access to something, how can his team sell something with no access to anything Orange ?

MrRightsA team has our contact details for a start, they are not cold calling ANY number in phones books, but contact numbers you provided to Orange or they have provided service to you on.

Are you saying MrRights team just call/email a order through once they have a agreement on re-grade/sale. Because the man himself said he could not get a line "re provisioned" as it would not let him, now I assume he is talking about a computer screen reporting such to him.

I suspect all they have access to a spreadsheet with our contact details and maybe an outline of the material detriment in order to 'price match'.

I also have an idea - the 'supervisor' to whom they refer - is Orange BB department or Executive office - these ARE all my own thoughts - by observation

What I do know - as I was told by my case manager at the outset, when the team were set up, the spreadsheet with my name on it, would be given to the 'outbound team'.

The_Future_is_Bright

BT WEBSITE:

Am I bound by all the terms and conditions in a company’s standard contract?

Not necessarily. Just because a term is included does not automatically mean that the company will be able to rely on it. Some terms may be challenged on the grounds that they are ‘unfair’. There are many types of term that may be held to be unfair in consumer contracts, but the scope for unfairness in business contracts is considerably less.







ORANGE T & C ARE NOT WORTH THE PAPER THEY ARE WRITTEN ON.:D

jezster

I have a lovely lady keeping in touch with me from the exec office, but I will not write her name without permission.
I have had the special team,telephone yesterday or DLT Damage Limitation Team.as my adviser calls them.he has worked for many companies doing national sales.

I have been made a offer of sorts which would mean me still moving my phone line & calls to orange to receive unlimited broadband, as I am unwell & don't now trust anyone unless it is in writing, I have asked for it to be sent by e-mail so I know for sure.The lady wanted me to say yes down the telephone, she had to go & ask a supervisor if they could e-mail me & she said it was ok, that was yesterday afternoon, surprise surprise I've received nothing as yet.
My wife said to me they are still trying to get your phone line though, mm not sure I trust them any more.
My advisor has told me that they will try to pick us off one by one by offering each individual what they want to shut them up.
He said these words divide & conquer.
He said it would be best for everyone to take them to court as a class action

nobby1963

bod1467 wrote: »

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.

As has already been pointed out to you by others- Orange have admitted they disconnected the broadband in error - it was a mistake !

Hence me saying that I think they will lose if it came to court - which it will not as they are clearly wrong in the case of saying `unless you move your landline to Orange your broadband service will be disconnected on ......`

They would not have agreed to continue my bb service until Jan 2014 after giving me 3 cut off dates in writing ( all different ) and a £250 `gesture of goodwill` if they thought they were in the right would they ???

Nobby.