Orange 'Free' Broadband

nobby1963

OrangeCustomer2004 wrote: »

Sent: 27 October 2012 15:32
To: 'executive.office@everythingeverywhere.com'
Subject: Orange miss-selling mobile contracts with FREE broadband
Importance: High


Ofcom complaint ref: ?
executive office complaint ref: ?

Hi

Could you update us on our complaint ref ? details of which are below?


Regards

_____________________________________________
From: System Administrator
Sent: 24 September 2012 23:31
Cc: 'customer.service@orange.co.uk'
Subject: Undeliverable: Mobile & broadband contract - complaint


Your message did not reach some or all of the intended recipients.

Subject: Mobile & broadband contract - complaint

Sent: 24/09/2012 23:31

The following recipient(s) cannot be reached:

[EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL]on 24/09/2012 23:31

Server error: '550 5.1.1 Adresse d au moins un destinataire invalide. Invalid recipient. OUK_416 [416]'

'customer.service@orange.co.uk' on 24/09/2012 23:31

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__________________________________________
Sent: 24 September 2012 23:31
To: [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL]
Cc: 'customer.service@orange.co.uk'
Subject: Mobile & broadband contract - complaint
Importance: High

Hi

My partner have each received a letter from Orange informing us that the free broadband component of both our 2 year mobile contracts is coming to an end on 28th October 2012. However, we could retain thefree broadband component if and only when we switch our land lines to Orange!

Has Orange considered the scenario where the landline is not registered in the name of the mobile owner and can’t be switched over to Orange due to lack of permission? What option your customers would have then?

As long term customers of Orange (since 2004) we are both rather disappointed and not happy with this decision. The free broadband component was a deciding factor in our decision to renew both our mobile contracts with Orange otherwise we would have opted for cheaper monthly plans or moved to another mobile provider.

As far as we are concerned Orange should honour providing all the components of the mobile contract for the duration of the 2 year term. A professional and sensible approach would have been to introduce changes at the end of the contract rather mid-way!

Therefore, we hope you’ll review your decision in both of our cases and delay terminating our free broadband component till the end of our contracts. Otherwise it is a case of Orange miss-selling us mobile contracts with FREE broadband.

We have both contacted Orange over the phone and the staff we spoke to just relayed the company decision and trying to justify it one way or another and referring to T&Cs we are supposed to have signed at the time of renewal.

We have requested Orange over the phone to post us a copy of the terms and conditions that we have signed on paper where it gives Orange the power to cancel a main component of the mobile contract while requiring us to continue the same level of monthly payment?

We look forward to your reply. Please note a copy of this complaint will be forwarded to Ofcom.

Regards

Hi, sorry but I do not understand your post ?

Nobby.

Nomoreorange

The_Future_is_Bright wrote: »

Sorry, but I don't believe this from MrRightSA.

Everyone must get a reference number from OFCOM re: mis-selling of the Free broadband and call the executive office on:

08000790134

Insist you Speak to a Team Leader

No Orange are still not being consistent with dealing with us. I have quoted mis-selling and got nowhere. It is now day 5 without any access to my email account. The executive team confirmed it has been suspended. My home broadband was suspended 4 days ago as confirmed by the executive office. Three different people have told me it will be reinstated within 24 to 48hrs and I am still waiting. The date on my most recent letter that broadband will end is 4th November.

My daughter who has 2 phones on her orange account and has quoted mis selling to all and sundry at orange in the last couple of days and got no where either.

Do not bother ringing the number on your letter unless you are happy to sign over your landline or want to leave orange. Their job is to sell not listen to your sob stories. Ring ofcom now and then call the executive office. I made the mistake of waiting to see what might happen and I'm now stuck in limbo. I will not stay now but I can't leave and have no Internet access except on my phone.

canmore_boy

Nomoreorange wrote: »

No Orange are still not being consistent with dealing with us. I have quoted mis-selling and got nowhere. It is now day 5 without any access to my email account. The executive team confirmed it has been suspended. My home broadband was suspended 4 days ago as confirmed by the executive office. Three different people have told me it will be reinstated within 24 to 48hrs and I am still waiting. The date on my most recent letter that broadband will end is 4th November.

My daughter who has 2 phones on her orange account and has quoted mis selling to all and sundry at orange in the last couple of days and got no where either.

Do not bother ringing the number on your letter unless you are happy to sign over your landline or want to leave orange. Their job is to sell not listen to your sob stories. Ring ofcom now and then call the executive office. I made the mistake of waiting to see what might happen and I'm now stuck in limbo. I will not stay now but I can't leave and have no Internet access except on my phone.

Sorry to hear about your continuing problems. Your difficulty in dealing with Orange seems to be different from many others on the Forum and the fact that when you quote mis-selling you still have not got anywhere is inconsistant with most others experiences over recent days.

If you have an OFCOM complaint number then I suggest you go back to the executive office, quote it, tell them again exactly what your problems with Orange are, get the e-mail address of who you are speaking to, follow that conversation up with an e-mail setting out again exactly what you have told them on the phone and copy that e-mail to OFCOM. I know that sounds like a lot of work but, as others have discovered, if you keep OFCOM in the loop and keep threatening Orange with OFCOM complaints they do eventually try and reach a deal with their discontented customers.

If Orange are going to start a wave of disconnections in advance of notified cut off dates then I forsee major difficulties for them. If the Press get a hold of your story I think they would have a field day on the launch of EE - Everything Everywhere except for previous Orange customers who dare to complain about customer service (or rather lack of it).

Eva49

MrRightSA wrote: »

Some people mentioning the differences in compensation.

The highlander team/08002944747/outsourced Glasgow call centre can ONLY offer up to £28 in compensation. It doesn't matter how many tantrums people throw, it's not something they can change (only saying this because of a few people today were going nuts because they thought we were holding back when saying £28). The £100 is from some other department (possibly the exec office?).

Tantrums!? People going nuts!? - Not very empathetic MrRightSA!

People have been made to jump through hoops and run around in circles in an attempt to seek resolution to this unbelievable fiasco created by Orange.

To refer to their frustration and stress in the above vernacular I believe is disrespectful at the very least.

Eva49

Nomoreorange wrote: »

No Orange are still not being consistent with dealing with us. I have quoted mis-selling and got nowhere. It is now day 5 without any access to my email account. The executive team confirmed it has been suspended. My home broadband was suspended 4 days ago as confirmed by the executive office. Three different people have told me it will be reinstated within 24 to 48hrs and I am still waiting. The date on my most recent letter that broadband will end is 4th November.

My daughter who has 2 phones on her orange account and has quoted mis selling to all and sundry at orange in the last couple of days and got no where either.

Do not bother ringing the number on your letter unless you are happy to sign over your landline or want to leave orange. Their job is to sell not listen to your sob stories. Ring ofcom now and then call the executive office. I made the mistake of waiting to see what might happen and I'm now stuck in limbo. I will not stay now but I can't leave and have no Internet access except on my phone.

I am sorry to read you still have no BB and the length of time with neither internet access nor email access I am sure is causing much stress and frustration!

By their own admission, they disconnected to get you to contact them? unbelievable! and indicative of the depths to which this company will plunge in order to acquire landline!

Which I find quite incredible and certainly unethical if legal???

It would appear, by disconnecting you, they are now in breach of contract, albeit they gave notice.

I hope you have logged with Ofcom and have your letter of complaint in?

Please insist you are allocated a case manager, at the Executive Office, which will at least give consistency with a contact whilst sorting this whole sorry mess out!

You need to seek legal advice on your current position.

Paully232000

after no reply to my email at end of last week used exec team number again today and was told that he will email my contact and exec team and should get a phone call monday/tuesday.
We will see.

The_Future_is_Bright

Originally Posted by MrRightSA
Some people mentioning the differences in compensation.

The highlander team/08002944747/outsourced Glasgow call centre can ONLY offer up to £28 in compensation. It doesn't matter how many tantrums people throw, it's not something they can change (only saying this because of a few people today were going nuts because they thought we were holding back when saying £28). The £100 is from some other department (possibly the exec office?).

IS IT ANY WONDER PEOPLE ARE GOING NUTS?? ORANGE SHOULD BE HELD TO TASK OVER THIS DISGRACEFUL MESS. PLEASE DO THE FOLLOWING:

Originally Posted by The Future is Bright
Everyone must get a reference number from OFCOM re: mis-selling of the Free broadband and call the executive office on:

08000790134

Insist you Speak to a Team Leader

This is the only department that can sort out this sorry mess!!

The_Future_is_Bright

Sample letter taken from WHICH? website: "Issue a Notice of Pre-court action". AMEND TO SUIT YOUR OWN ISSUE

Your address

Your supplier's address
Dear
B]Reference[/B
As it has not been possible to resolve this matter amicably and it is apparent that court action may be necessary, I write in compliance with the Practice Direction on Pre-Action Conduct.
[Provide a summary of the facts of the dispute]
[State what you want from the party you are claiming from]
[State how you have calculated any sum you are claiming]
Listed below are the documents on which I intend to rely in my claim against you:

In accordance with Practice Direction on Pre-Action Conduct I would request that you provide me with copies of the following documents:

I can confirm that I would be agreeable to mediation and would consider any other system of Alternative Dispute Resolution in order to avoid the need for this matter to be resolved by the courts and would invite you to put forward any proposals in this regard.

[Alternatively set out details of any scheme of Alternative Dispute Resolution that you are already aware of that would be prepared to use rather than going to court]
In closing I would draw your attention to section II (4) of the Practice Direction which gives the courts the power to impose sanctions on the parties if they fail to comply with the direction including failing to respond to this letter before claim. I look forward to hearing from you within the next 28 days, should I not receive a response to my letter within this time frame then I anticipate that court action will be commenced with no further reference to you.
Yours sincerely

imnotahappybunny

I just wanted to add my saga to this ongoing mess that orange has created...

I have been with orange for a long time and have had free orange broadband in my home since the offer back in 2005. Orange signal in my house has got progressively worse since we have lived here so when my contract was up for renewal back in December I was torn wtith what to do due to the free broadband. Im a stay at home mum so I spend the majority of my time at home. I have the racoon 35 package so I get free landline calls and generous free cross network minutes so a pretty good deal. I read that orange had signal boost on some handsets so selected one of these handsets so that my mobile would work through my wireless which it has with very little problem.

After following the really useful information posted in this thread I followed Eva49's advice on Thursday 25th October I rang ofcom to get a reference and then spoke to the exec office to log my complaint. When I rang exec office it was closed so I was sent to another department who took my complaint/details/ofcom ref and emailed it through to the exec team. I followed this up on Friday 26th with a call to Emma at the exec office who confirmed I would receive a call back with 48 hours but that orange where now honouring the free broadband and 'my free broadband would be honoured to the end of my contract' so not to worry over the weekend if I didnt receive a call back until next week.

Fast forward to last night I realised that my orange emails weren't downloading to my laptop like normal. Went onto orange website and I couldnt log into my broadband account or into my emails.

I called the exec team this morning which was closed and I was put through to the technical department. I explained that my email/broadband account isnt working and he went through to the broadband team who confirmed my account has been suspended!!!!!
He advised I spoke to the 'Special team' as they are dealing with all this.
Rang the special team 08002944747 and spoke to Stephanie, explained what was happening and that not only was my broadband going to go off , it was going to mean my mobile was rendered useless too! I asked to speak to a supervisor as I was being read a script (she wasnt even answering my questions, just kept telling me that my broadband would be back on within 24-48 hours...IT HASNT GONE OFF YET!!!) She went away and came back again to tell me that the manager had just confirmed what she had said...so not prepared to talk to me themselves clearly. She very kindly informed me that my broadband would be going off soon though, thank you!!
She also stated that they (the special team) had no power to turn people's broadband on and off from their department?! I would have to go back through to the exec office on Monday.

Perhaps MrRightSA could clear the confusion on this and confirm if I have just been lied to or not??

So all of this is happening after logging my complaint with Ofcom and The exec office. On Friday I was ok to accept my broadband to the end of my contract. Happy about it, no, but I would accept it and at the end of my mobile contract never be an Orange customer again. Now I want to be released from my contract due not only to the mis-selling of my contract but now to the breach of contract too. I have no faith in the company now even after escalating this complaint as high as I am able to I am still being 'suspended' from my broadband account. I have 3 different dates on letters sent from orange, the last being the 4th November but here I am 28th October with no access to my email account and just waiting until the broadband goes.

Please be aware that even if you are told everything will be fine by any department, clearly that isn't always the case.

Sorry for rambling a bit, I am so angry about all this! :mad:
At least I have been able to post this message before I was cut off...

Eva49

imnotahappybunny

This is disgraceful! and as you so rightly say - breach of contract! and on many levels
The free BB being one not to mention the signal boost which is via your router! and so would make your mobile contract pretty much invalid too!
Two clear cases for penalty free release!

PLEASE I implore you to get onto the Executive Office 1st thing tomorrow morning! and insist you speak to a manager

Do NOT continue to contact the highland/outbound team!

Whilst I suspect MrRightSA intentions/observations may contain some truth inasmuch as Ofcom is on the case and discussions are ongoing with a recommendation free BB is continued for the remainder of peoples mobile contracts - it is obvious to see it is not consistant!

Cases are being dealt with on a case-by case basis - this is what I was told by Exec.