Orange 'Free' Broadband

rb67

Hi All
like many of you I have had similar problems with orange.
I am a long term customer and originally had free BB for life with a mobile contract. Following a complete mess up by orange when I moved house I was given free BB (no limits specified) completely separate from my mobile contract.
My recent battle with them started around the 3rd Oct. After many hours on hold, talking to poor souls in call centres who can't help - (no matter how much they'd like to) and more hours on hold than I care to imagine) I seem to have finally got somewhere.

I spoke to someone this pm ( I had to phone them back because yet again they hadn't called back when they said they would!) and they said they would continue my free broadband, without me having to pay them line rental until the end of my mobile phone contract. I am supposed to be getting a confirmation email on Monday (I'll let you all know if this actually arrives).
The person I spoke to also said they would look into continuing my free BB beyond the mobile contract as technically it was no longer a part of my mobile contract and had been given to me separately.

It's taken hours but all I can say is hang in there and don't let them fob you off/grind you down/mess you around.
Just one more thing... I actually submitted a written email complaint today perhaps 4 hours or so before I got the good news..... Not sure how much this had to do with it but I guess it can't hurt.
Anyway all the best to all who are still battling on. Don't give up or give in. They shouldn't be alowed to get away with treating customers so poorly.
Cheers
R

The_Future_is_Bright

Having now drawn conclusions from all these posts and my own experience. I too along with many, agreed to accept free BB until the end of my contract along with compensation etc. This was agreed over a week ago, still no email etc. Orange will NOT be able to send emails as this is by admission acknowledging the fact the contract was indeed Mis-sold.

ORANGE ARE FULLY AWARE IT WAS MIS-SOLD

How can they fix it? Pretty difficult now that OFCOM, CAB and many other organisations are fully aware of the fact as well. Legal Action seems to be the only route they understand currently.:mad::mad::mad::mad::mad::mad::mad:

RobbedRobbins

Can you clarify if the agreement you reached meant you could keep your landline with your current provider and not have to move it to Orange?

mrmss wrote: »

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!

Eva49

mrmss wrote: »

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!

Well done! Great result!

I see you do not wish to report to Ofcom.

I hope you took the full name of the person you spoke to?

I would strongly suggest anyone else following this pathway

1) Take the full name and position/grade of the person reinstating free BB until contract end

2) A reference/case number - easy enough for them generate - as a record for themselves as well as the customer- which you can refer in the future

3) Insist you have email confirmation within a certain time frame

The reason I advise all the above, is, without anything to refer back to you have no proof what-so-ever this conversation or the resolution took place - if Orange revert to this decision to withdraw free BB again


Just to err on the side of caution - they have shown they are a company that cannot be trusted

Will_B_Back

Hi Fitz 2012

I previously posted that "I would grab what I can head for the exit".

However, your and other recent posts have got me thinking.

Some have mentioned sums in compensation £20 to £100.

Would acceptance of these sums be seen as Full & Final, if in the future, Misselling is proved and compensation claims allowed, as in PPI?

Could Orange be looking into their Crystal Ball?

As you can probably guess, I am no Perry Mason, but Damage Limitation has been mentioned before on this forum.
Any thoughts?
Will

Eva49

The_Future_is_Bright wrote: »

Having now drawn conclusions from all these posts and my own experience. I too along with many, agreed to accept free BB until the end of my contract along with compensation etc. This was agreed over a week ago, still no email etc. Orange will NOT be able to send emails as this is by admission acknowledging the fact the contract was indeed Mis-sold.

ORANGE ARE FULLY AWARE IT WAS MIS-SOLD

How can they fix it? Pretty difficult now that OFCOM, CAB and many other organisations are fully aware of the fact as well. Legal Action seems to be the only route they understand currently.:mad::mad::mad::mad::mad::mad::mad:

Contracts have been mis-sold on so many levels!

It is hard to comprehend just how they have got away with it for so very long!

The more we research the more we unearth!

Ultimately they have tripped themselves up with their clever Business Decision

jezster

Just had a phone call from a lovely lady,
She has just told me orange is going to let me keep free unlimited broadband until my contract runs out
The lady said that the call was being recorded, I said good.
They sad my contract would run out august 2013, so i looked in my orange account & told her I have 21month left to run on my mobile, she checked & agreed.
I await the e-mail
Phew suits me sir.

Eva49

I would imagine Fitz for a full and final settlement it would have to signed by both parties

Eva49

fitz2012 wrote: »

Eva - yes, offered and accepted, thus you agree to full and final settlement.

A valid contract does not need to be signed.

When my resolution was offered, it was requested that I drop legal action, which I agreed.

However, despite 3 emails requesting my resolution be put in writing, to date they have been ignored!

Whilst my verbal agreement may form a contract on resolution, I do believe their refusal to acknowledge my request for written confirmation could invalidate any legal action to seek a written confirmation of our agreement?

nobby1963

The_Future_is_Bright wrote: »

Having now drawn conclusions from all these posts and my own experience. I too along with many, agreed to accept free BB until the end of my contract along with compensation etc. This was agreed over a week ago, still no email etc. Orange will NOT be able to send emails as this is by admission acknowledging the fact the contract was indeed Mis-sold.

ORANGE ARE FULLY AWARE IT WAS MIS-SOLD

How can they fix it? Pretty difficult now that OFCOM, CAB and many other organisations are fully aware of the fact as well. Legal Action seems to be the only route they understand currently.:mad::mad::mad::mad::mad::mad::mad:

Hi All,

Just to clarify, I have had many emails from my case manager Jamie in the exec office and have had all offers emailed to me along with the one I accepted and the compensation amount etc.

The exec office can email you.

I suspect the `special` team cannot as the email domain name would show that they are not Orange but the `third party` company ( sorry cannot remember the company name but it has been mentioned here somewhere ).

Nobby.