Orange 'Free' Broadband

nobby1963

diamonds wrote: »

Is Angela is still exec office manager ? Spoke to alot of that team, only two out of many calls got stressed as they could not handle my competence to ask the right questions until I got the right answers.

Hi diamonds,

Do you ever sleep ?:)

Yes I can confirm that Angela J. is the manager of the exec office - it was she who I ended up dealing with to `resolve` my in-contract price hike issues with earlier this year. She did not seem keen to get involved in this issue though ! stopped responding to my emails very early on !

Nobby.

Eva49

Eva49 wrote: »

Following my chat with MrRightSA it would appear that by calling

Tel: 08002944747

You should be able to get continuation of free BB for the remainder of your mobile contract - but only on the mis-sold aspect - however it would appear email confirmation will not be forthcoming - in which case

Suggest for completeness

1) Take the full name of the person agreeing this

2) Ask to speak to a supervisor and insist on email confirmation

3) Go back to Executive Office and tell them the name of the person authorizing and insist it is put in either email or letter

Fingers crossed!

Personally I would still register your complaint via Ofcom and Executive Office your case number is your proof for future reference

Please try calling the above number folks - and please post and let us know the outcome.

For those who have already moved your BB to another provider - on notice of letter/email and seeking resolution.

You will need to pursue it via the previous route as documented for either penalty free release or compensation to pay your new BB provider.

Eva49

Eva49 wrote: »

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]

Bump! *******

Eva49

Most importantly do NOT be intimidated - always remember without your custom these companies couldn't exist.;)

ferret_4

Well as I still hadn’t received any call I decided to ring 08002944747 and speak to a manager,
Took his name, and explained my case. he took my mobile no went away for a bit an then came back an said I could keep the free bb until the end of my mob contract an would email through the offer.

I asked if I could lower my mob package as I took a £36 a month package under the impression that I had to have this for the free bb but was told nothing he could do on that.
Also couldn’t give any compo at all for time an stress an having to be the one making the calls when they should have rang me days ago.

Tried to ring my case manager to talk with him to see what they can do about mobile tariff but it just goes though to another call centre (Glasgow I think) which answers but no
one talks to you can just hear all the voices in the background.

I will call executive office again on Monday and speak with my case manager and see what they can do for me as I’m not fully happy with the resolution.

Thanks all for all the info especially eva49 and nobby1963

nobby1963

ferret_4 wrote: »

Well as I still hadn’t received any call I decided to ring 08002944747 and speak to a manager,
Took his name, and explained my case. he took my mobile no went away for a bit an then came back an said I could keep the free bb until the end of my mob contract an would email through the offer.

I asked if I could lower my mob package as I took a £36 a month package under the impression that I had to have this for the free bb but was told nothing he could do on that.
Also couldn’t give any compo at all for time an stress an having to be the one making the calls when they should have rang me days ago.

Tried to ring my case manager to talk with him to see what they can do about mobile tariff but it just goes though to another call centre (Glasgow I think) which answers but no
one talks to you can just hear all the voices in the background.

I will call executive office again on Monday and speak with my case manager and see what they can do for me as I’m not fully happy with the resolution.

Thanks all for all the info especially eva49 and nobby1963

Hi,

Just to say if you think your exec office case manager is working today - they are open on Saturdays but not all staff are in - then you can email them direct - first name dot last name @everythingeverywhere.com and ask them to call you back.

Glad you have your bb sorted at last, now try to get some copensation for all the aggro and stress.

Nobby.

IdontlikeOrange

Just sent this Email to Executive Office and cc to Ofcom:

Dear Madam/Sir,

In response to my previous complaints, I have finally been promised free Broadband until the end of my current mobile contract (December 2013). It resulted from a phone call from Orange's special team last Thursday (25 Oct). I asked the person I spoke to:
1) to send me a confirmation E-mail;
2) for a £100 compensation for the great distress caused.
I was promised the written confirmation. As to the compensation, I was told that the Special team did not have any authority to issue them.

I rang the Special team today (27 Oct) and spoke to one of the managers, Melissa. I said that I had not received the written confirmation of free Broadband (BB) and repeated my request for the compensation. Melissa kindly explained that they were having a backlog in terms of sending E-mails, but it will follow eventually. For compensation, she could only credit my mobile account with £28.

It appears that the Executive Office is the only point of communication who has the power of final settlement. Therefore, I would insist on getting my proposed compensation in full.

It was not my initial intention when I started a compliant's procedure. However, the ongoing saga of re-installation of free BB and the recent analysis of my experience as an Orange customer for more than 10 years revealed that Orange have always been practising mis-selling and misrepresentation. I have two more examples (in addition to the "free Broadband" case) to support this statement.



1. Eligibility to keep free BB when renewing mobile contract. When I came to renew my original £30 pound racoon 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 a cheaper package, according to the Terms and Conditions at the time.
To support my statement that I have been deliberately kept on an expensive tariff, I am attaching some of my monthly bills for the last 5 years. As You will see, I usually did not exceed a quarter of my monthly call quota and even less so of texts. Does it prove that I have been overpaying for years for something that I did not need?

2. Orange care insurance. It came originally with my first contract in 2006. I was told in the Orange 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 Customer Service 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! Was it not mis-selling/misrepresentation which made Orange richer at my expense?

I am giving You 7 day to respond to my request to my satisfaction. Alternatively, I will take legal actions to claim the several hundred pounds which Orange owe me through mis-selling and constant deliberate mis-information to my material detriment.

Sincerely,

IdontlikeOrange

regarding Class Action - what should we do? What I can do?

mrmss

Received a text and called 0800 2944747 today.
First spoke to an agent who told me it was still free, but I just had to take the phone line from them! I pointed out thats not free and then dropped the 'mis-selling' - that prompted escelation to his supervisor!

She was very nice and offered to buy-out the BT line rental by paying for any charges (up to £100). I stated it wasnt the point and if we agreed on free broadband when I upgraded then orange not honouring the deal is mis-selling. She went away and came back after a few mins and confirmed that they would honour the free BB until my mobile phone contract ends. I asked her to send me an email/letter to confirm.

I just wanted what I was promised. I'm not going for any compensation and I'm not bothered about talking to Ofcom or anyone else.

Thanks to all the posts on this forum - I was bricking it when I received the text but I'm re-assured after talking to them. I doubt I will stay with orange for my next renewal...unless they want to give me free BB again!

jezster

fitz2012 wrote: »

Because individuals have cut off dates, they have had to pursue there case without delay and the hope of a successful class action.

Accordingly, where individuals agree resolutions / compensation in a full and final settlement basis, they cannot claim again.

Also, there are no cost implications for a small claims court case. I do not know about a class action, however, a complex case would go to a High Court, where you would be liable for considerable costs (both your own legal fees and if you lose, the other sides costs)
My own view is that unfortunately as individuals we have to act now to resolve our own cases.

Maybe there is a Solicitor or Barrister on the forum that can give advice on a class action. It sounds good and easy to say, but unlikely to happen in reality.

I know it happens in America, but do not know in UK.

I have just looked on the internet & it does look like we have no recourse to class action, as the government does not want to legislate for it, as it would open the flood gates for consumers.
Labour have considered it though.
http://www.guardian.co.uk/politics/2012/feb/10/labour-class-action-consumer-policy-review