Orange 'Free' Broadband

Lizzie2995

Thanks Beelzecubz now I understand.

beelzecubz

Lizzie2995 wrote: »

Thanks Beelzecubz now I understand.

I may be being blonde here, but what is it you understand? It's been a long day, forgive me.

diamonds

moon777 wrote: »

This thread has grown quickly over the weekend and is loosing its focus! It was a group of cheated miss sold people trying to help each other out over our Orange issue. Now Orange backers, debates over line rental etc.

I will post again when I have a useful response from Orange / Ofcom and any other avenues I explore. I am doing my best to have my mobile contracted ended now, my broadband will be going elsewhere after it expires.

Orange have rang me after my emails, but with no satisfactory solution to the issue.

Only solution you will get is small claims court, Orange nor Ofcom will budge.

diamonds

Gadgetmaster wrote: »

Well, I am still waiting for a reply to my letter of complaint directed to the complaints team, but I have received an email back from the Executive Office. Remember that I wrote regarding removal of free broadband from my mobile account, and see where they are directing me...wonder if they even read the email properly? Here is their reply...

Thank you for your email addressed to the Orange Executive Office.

We appreciate the time you have taken to write to us, however in order to resolve any issues you have, you would be required to contact our Customer Service team. Our Customer Service team is equipped to deal with all issues relating to Orange products and services. Should you be unhappy with the response you have the right to make a request for your complaint to be escalated to a Team Manager and then if still unresolved to the relevant Operations Manager. For details of our complaints procedure please see the Orange Code of Practice for Consumer Affairs, a copy of which can be found online using the following link.

www.orange.co.uk/codesofpractice

Please contact Orange Broadband on 07973 100150 (150 from an Orange mobile phone) or email [EMAIL="customer-services@uk.orange.com"]customer-services@uk.orange.com[/EMAIL], whereby a member of staff will be happy to assist you and if necessary will escalate your issue to a Manager.

Whilst we appreciate the above is not the response you had hoped for, the Executive Office is responsible for a variety of work practices and as such is not necessarily the quickest route to resolve an issue. Please be assured that resolving any complaint or issue as quickly as possible is our primary concern.

Regards

Orange Executive Office

Orange will palm you off, Ofcom will register the complaint but do nowt, ADR will leave you with NO broadband and rule in thier payment providers favour Orange as its not a dispute its a legal issue of contract 1 giving you access to a FREE contract 2, small claims court is the only way forward.

Nashwan_3012

Had a phone call yesterday asking if I had made a decision as to whether I was staying with Orange with regard to my call about the broadband withdrawal. So ARE they testing the market response to the withdrawal of the FREE broadband? Have any others received a call along the same lines as mine?

neil9313

diamonds wrote: »

Orange will palm you off, Ofcom will register the complaint but do nowt, ADR will leave you with NO broadband and rule in thier payment providers favour Orange as its not a dispute its a legal issue of contract 1 giving you access to a FREE contract 2, small claims court is the only way forward.

I have read your posts Diamonds and you make some very good points, but I can't imagine very many people going to the small claims court over this or using a solicitor. Maybe a slight outside chance if people have free legal cover.

neil9313

beelzecubz wrote: »

*sigh* If you want to be nit picky, then yes. I truly believe though that you knew perfectly well what I meant which speaks volumes about you.

All I'm trying to do is give the clearest information I can without being motivated by hysteria, the incomprehesible willingness to ignore what I don't want to hear or a highly overdeveloped sense of entitlement.

The information I have given in this thread is based on numerous lengthy conversations with Orange staff (advisors, supervisors and managers), internet based research and from my own experience of Terms and Conditions and contracts having previously worked for four years in the complaints department of a well known multimedia provider. (NOT Orange).

I agree with the picky bit as I thought the same yesterday.

My info is based on many years with Orange and the retention's department based near Newcastle in the UK. I have had many repeat low cost deals with Orange. Loyalty is not rewarded & people must know that if they are on this site.

Orange will credit your account with up to £50 if you move your land line to them. Proof is required by a copy of your final suppliers bill to them. This was confirmed yesterday by 2 different Orange departments. Personally I would be after a bigger credit in light of the way Orange have gone about this but I don't have Orange free BB so am not affected.

The staff were briefed 1 day before about these changes coming in and letters/calls/emails were suppose to be going out in stages, going to firstly people that didn't pay for BB and who no longer had Orange mobile contracts.
Well we know already from MSE they have got this wrong with some customers.

neil9313

moon777 wrote: »

As predicted - Orange now rising call charges etc on landlines - As per Money Saving blog/news. Not to be trusted

I can't post the link easily found in right hand column under News Blog

Lets be honest here, most providers are putting their charges up.

beelzecubz

diamonds wrote: »

Orange will palm you off, Ofcom will register the complaint but do nowt, ADR will leave you with NO broadband and rule in thier payment providers favour Orange as its not a dispute its a legal issue of contract 1 giving you access to a FREE contract 2, small claims court is the only way forward.

Orange will give you the information you ask for.

Ofcom's hands are tied until you exhaust Orange's complaints procedure.

ADR will leave you with no free broadband (as will switching to another provider, or allowing the Orange offer to expire) ADR are also not governed by payments from providers, they are fair.

Only one contract exists, and having that contract made you eligible for an additional offer, subject to its own T+C's and not part of the mobile contract after the contract period in which the free broadband was originally given.

I'm not certain why everybody is deliberately choosing to ignore the previous paragraph.

If you can PROVE beyond reasonable doubt that free broadband was an inextricable part of your mobile contract (and not just an additional service with it's own Terms...blah blah blah) after that initial period, then you DO have a case for misselling if Orange are giving you information to the contrary and I have no problem suggesting legal action in any such case.

moon777

Update: Just had another email from Orange "please act now to keep your free home broadband" now stating my Broadband will end on 4/11/2012 - which is different to the date on their original email and letter which was 15/10/2012.

As I mentioned in a previous post they have rang me after my emails, but could not offer me what I wanted: free broadband to the end of my mobile contract, or cancellation of my mobile contract.

Ofcom have also sent a generic reply to my complaint.

Regarding small claims court: I will investigate this, however as my intention is to move my broadband when Orange end it - I may consider just cancelling my DD and not paying my mobile contract - in the hopes that Orange take me to court! (or would they just sell the debt to debt collectors?) I feel confident that a court would see the injustice, miss selling and detriment to myself caused by Orange removing my free broadband, which was part of my mobile contract and the only reason I paid so much for the contract. No doubt this is foolish, so still considering my options, I may swallow and take legal advice, as I feel my complaints etc are getting me nowhere!