Orange 'Free' Broadband

imnotahappybunny

Eva49,

I cant get into it online either, it seems I am having the same treatment as nomoreorange.

I am outraged and on monday I will be calling ofcom to update my complaint and then onto the exec office. I am definitely insisting on penalty free release after this.

Thanks again for your help

The_Dave

I've kept tabs on this thread for weeks now, I've not gone down the Ofcom route and instead I was holding out as long as I could to see if anything happened before the 26th, when Plusnets deals ended for cheap broadband for the year. I commend you guys for all the efforts and stress most of you have gone to!

I see some people were getting free BB until the end of their contract but even then it seems flakey! People getting cut off, no confirmation etc, so I decided not to chance it in the end.

Performance has been poor as of late, pages not loading, so I decided to jump to Plusnet last minute as I requested my MAC code from Orange after a couple of calls from them asking to swap my landline etc, not prepared to do that. I am also a customer of over 12 years, free BB since 2006 and a few phone calls wouldn't see them let me keep my broadband but granted I've not tried again for about a week and a half since requesting my MAC.

I am happy to move my broadband away but really, what I'd like to do, is drop my contract price now they've pushed me from my free BB which will in turn pay for plusnet. I only took the contract this year for the free BB like many others.

The contract is a 24 month one which started in Jan 2012. I'm nearly half way so can drop the price anyway but I want to do it now. Am I likely to get them to honour this if I go down the mis-sold route but without the hassle of contacting ofcom?

Eva49

The Dave

I agree 100% with Fitz

Going through Orange CS could have you tearing your hair out!

Ofcom > Executive Office are both free calls and is the most hassle free route.

Ofcom is simply registering your complaint and requesting a case number which then means you can phone Exec Office direct and quote that number - without it they will not entertain you.

Ensure you go down this mis-sold route and inform Exec what you want as resolution

Exec Office is the highest level to which you can take your complaint and seek resolution - they are the only office with access to both accounts (Mobile & BB)

Gadgetmaster

The_Dave wrote: »

I am happy to move my broadband away but really, what I'd like to do, is drop my contract price now they've pushed me from my free BB which will in turn pay for plusnet. I only took the contract this year for the free BB like many others.

The contract is a 24 month one which started in Jan 2012. I'm nearly half way so can drop the price anyway but I want to do it now. Am I likely to get them to honour this if I go down the mis-sold route but without the hassle of contacting ofcom?

You may have a fight on your hands, but you should be able to arrange penalty free release from your entire contract, then shop around for the best deal for you...Orange or elsewhere.

You will need an OFCOM reference, then call the Executive Office, pointing out that you were miss-sold the mobile contract. Worst case, you may neede to threaten, or even instigate, small claims court action, but rest assured, Orange ARE backing down with every case to date that I am aware of.

Good luck, and do keep us posted on your progress.

RobbedRobbins

I agree with this course of action and have done exactly that.I have also forwarded my emails to the journalist I am in contact with on a major National newspaper. I have asked that they confirm by Monday morning they are going to print an article or I will go elsewhere. I can't see how the press are ignoring this juicy story when it ties in so well with the EE brand launch tomorrow. It rather makes me wonder why...
Also disappointed nothing from Mr Lewis yet despite his assurances last Thursday he was "looking into it" Can only hope something happens tomorrow Press wise.

canmore_boy wrote: »

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).

RobbedRobbins

Please all start contributing to this conversation I have started with him on twitter,the more he realises there hundreds of us the better!
Sorry Martin, if you want us to all go away then help us get a fair deal or at least a statement from Ofcom!!!

https://twitter.com/MartinSLewis/with_replies
Expand Collapse. Reply; RetweetedRetweet; Delete; FavoritedFavorite. 4h ·
Martin Lewis ‏@MartinSLewis · @Jellybeanmug I am. I tweeted about just this
today.

ferret_4

The Dave - as fitz2012 and Eva49 said go to ofcom an executive office.


I spoke to broadband cs yesterday about both broadband and also lowering mobile tariff and they couldn’t help with mobile.

I also spoke to mobile cs on Friday about lowering my tariff an was told I couldn’t lower it until half way in to my 24 month contract an that he cold only drop it one level or something like that. I have since emailed executive office about it today.

RobbedRobbins

I really do think there are not enough of us,hundreds instead of 1000s, to make either Ofcom or Orange do anything substantial about this situation as it is cheaper for them to offer individual deals than make a blanket statement resolving the problem in a "fair for all" way. Don't wait to be cut off,follow the really great advice given tirelessly by the major posters here and we will hopefully all get a resolution we are happy with. Orange have resolved their mis-selling issues the same way, individually, in the past, why should they change tack now? If we don't get some press coverage this week when it can be tied in with them trying to get positive headlines of their own, I don't know if we ever will. I am giving it a BIG PUSH tomorrow,I hope something comes of it!


http://www.mobiletoday.co.uk/News/23003/Ofcom_queries_Orange_decision_to_end_free_broadband.aspx

The_Dave

Thank you everyone for your advice.

I would actually go for getting out of my contract if at all possible... could wangle a new phone on a new contract then

I will try and find the time in the week to give Ofcom a bell to raise a reference and then get on to orange and play hard.

Thanks everyone, hope everyone else also gets the resolution they want and deserve

The_Future_is_Bright

OFCOM SHOULD BE THE ONES TO BE INVESTIGATED IN THIS AWFUL MESS. OFCOM AWARDED ORANGE NOW EE THE 4G CONTRACT I THINK IF THE TIMES/GUARDIAN ETC INVESTIGATIVE JOURNALISTS GOT ON THIS CASE THEY WOULD UNEARTH SO MUCH. IF THEY ARE VIWING THIS FORUM OFCOM ARE NOT NEARLY DOING ENOUGH TO FIGHT THE CONSUMERS CORNER. THE REASON BEING - MONEY - THATS WHAT ITS ALL ABOUT.
THIS IS NO DIFFERENT TO THE MIS-SELLING OF PPI's WITH THE BANKS. IT BOILS DOWN TO A SINGLE PERSON TAKING ON ORANGE.:mad::mad::mad::mad::mad::mad:

KEEP PHONING OFCOM TO REGISTER COMPLAINTS - IT IS VITAL. EVEN THOUGH THEY SHOULD BE INVESTIGATED, THEY STILL HAVE TO MONITOR COMPLAINTS.

NEXT STEP - PARLIAMENT. RE: TRANSPARENCY!!!!