Orange 'Free' Broadband

diamonds

www.ofcom.org.uk - yes apparently its a STATE part funded organisation not a REGULATOR :rollseyes:

Eva49

acidcat wrote: »

Sorry to bother you all, but I can't find the email address to contact ofcom about this, or the web form if that's what you use.

I found the CISAS one - is that what everyone means?

If you go back a page you will find the phone number and details of Ofcom and CICAS

acidcat

Eva49 wrote: »

If you go back a page you will find the phone number and details of Ofcom and CICAS

Thank you. I found that for the phone number. Can't find an email address or web form for Ofcom though and the phone line opens only from 9-5 while I'm working so hoping to get a case number via email or web.

Is the CICAS case number the same as having an Ofcom one?

Sorry if I'm being dense. Dealing with Orange has fried my brain.

The_Future_is_Bright

Acidcat follow those instructions:

In the absence of any announcement I think the following still

applies!


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.[/FONT]
[FONT=&quot]Customers are now under duress to accept the current offer which is a substantial variation in terms, and has to be acceptable…[/FONT]

Courtesy of EVA49

Eva49

acidcat wrote: »

Thank you. I found that for the phone number. Can't find an email address or web form for Ofcom though and the phone line opens only from 9-5 while I'm working so hoping to get a case number via email or web.

Is the CICAS case number the same as having an Ofcom one?

Sorry if I'm being dense. Dealing with Orange has fried my brain.

They have changed their website - try this email address

[EMAIL="OCCtelecoms@ofcom.org.uk"]OCCtelecoms@ofcom.org.uk[/EMAIL]

acidcat

Eva49 wrote: »

They have changed their website - try this email address

[EMAIL="OCCtelecoms@ofcom.org.uk"]OCCtelecoms@ofcom.org.uk[/EMAIL]

Thank you all very much, especially Eva49 - that was exactly what I needed. I tried looking everywhere on the ofcom site and couldn't find it. Thanks! Now to unleash the dogs of war unto orange. Currently on hold for the past 44 minutes. I think I'm not the only one...

<Update>
Took 56 minutes to get through to a person. Asked to talk about free broadband. Got put on hold as they had to escalate.

Next person: got as far as complaining about mis-sold broadband, that I was promised it for as long as my mobile contract before she escalated to her manager.

Next person: Manager took my details (mobile number, landline number, when my mobile contract was due to end) and then agreed to extend free broad band till then (Admittedly only Feb 2013). No OFCOM number needed.

I think that was only so easy as all of you wonderful MSE-ers had worn them down for me. Thank you all so much!

They will have to offer me an astonishing deal to keep me on in February...

The_Future_is_Bright

acidcat wrote: »

Thank you all very much, especially Eva49 - that was exactly what I needed. I tried looking everywhere on the ofcom site and couldn't find it. Thanks! Now to unleash the dogs of war unto orange. Currently on hold for the past 44 minutes. I think I'm not the only one...

<Update>
Took 56 minutes to get through to a person. Asked to talk about free broadband. Got put on hold as they had to escalate.

Next person: got as far as complaining about mis-sold broadband, that I was promised it for as long as my mobile contract before she escalated to her manager.

Next person: Manager took my details (mobile number, landline number, when my mobile contract was due to end) and then agreed to extend free broad band till then (Admittedly only Feb 2013). No OFCOM number needed.

I think that was only so easy as all of you wonderful MSE-ers had worn them down for me. Thank you all so much!

They will have to offer me an astonishing deal to keep me on in February...

ALWAYS BEST TO GET AN OFCOM COMPLAINT REFERENCE NUMBER, THEN YOU WILL HAVE RE-DRESS WHEN THE PROVERBIAL HITS THE FAN .

ALWAYS, ALWAYS GET A COMPLAINT TO OFCOM, THEY ARE THERE TO HELP.:rotfl:

Eva49

I called Ofcom yesterday - to discuss lodging a complaint against them - I was informed they are answerable to Parliament.

We discussed the Orange saga and he informed me 'Talks with Orange are ongoing' BUT they have set up a 'special team' to deal with free broadband issue' and if I cared to phone them they could sort things out.

I informed him the 'special team' are a sales team and their telephone number was on my original email informing me of their intention to cut off my BB unless I took their line rental deal.
He said NO they have been set up specifically - I will give you their number - I said NO - I will give it to you!

When I read it out - the silence was deafening

Orange have pulled a 'fast one on Ofcom'! - and Ofcom have swallowed it

While Orange/EE continue to fly under the radar.

Ofcom are gullible and unable to comprehend that mis-selling is a criminal offence - even though it is well documented on their site - This should be reported to Trading Standards via the CAB site

This will rumble on over a long period of time as new 'waves' of service withdrawal emails/letters get released - Orange will continue to hedge their bets

http://stakeholders.ofcom.org.uk/consultations/mobmisselling/statement/ :rotfl::rotfl::rotfl::T

Janandy1

watchdog wrote: »

Please, do what I did. Hold your head up, be principled, vote with your feet, and migrate to another broadband provider now. Show Orange that the customer is King.

Watchdog, I have done just that with broadband but as my contract has less than six months to run and my current broadband is so slow (0.35mb) its not a great loss but I can fully understand that its not quite so easy for others.

Up until last week I was hanging out to see if they were going to offer to honour contracts and I would have stayed and at the end of my contract wave Orange good bye but that was before they cut off my broadband and blocked access to all emails almost two weeks before my letter said it would end. It took six days to get back up and running again.

In the meantime I got my Ofcom case number and complained to the executive team. I got my call from the special team today offering me either line rental, free calls and broadband for £14 per month or free broadband to the end of my contract and £28 compensation. I said no thanks, I would like mac code, pac code and penalty free release from my contract. As she can only offer on broadband she has referred my case back to the executive office but has arranged for my mac code.

I know it seems that I am cutting off my nose to spite my face but I really don't care. If i have to keep my mobile with Orange to the end of the contract so be it but I will have a good go at getting out of it first.

As to where to next. This situation had made me look at alternatives. I know that I am in an area with very slow broadband so just accepted what i was getting. I didn't know that there were options out there that meant that it didn't need to take six plus hours to update my iphone software. I have now discovered I can get fibre from BT or Sky.

I currently pay for just about the most expensive package that Sky offer and we really only watch sports channels over the free channels and rarely watch film channels, so If Sky aren't prepared to do a good deal if I move my landline and broadband to them, I will save a tidy sum each month by moving my tv package to BT and a bit more by paying BT line rental for a year up front. Maybe not as good as Sky but I'm sure we will cope.

Thanks once again for all the help that the regulars on here have provided. I know that you have saved me hours and hours.

Footnote - I have just realised that my laptop remembered the login I used back at the beginning of this thread so have reverted back to my original user name. Over the last few day I could only post using my iphone and had to set up a new user (NomoreOrange) as I couldnt remember my password and couldn't access emails to reset it. I dont want to mislead anyone.

Jackothejogger

I had a call today from Orange asking what I had decided to do. THis was the first I knew of this. I have been a free broadband person since 2004. Every time we renew the phone we ask if it is still included. If they said no we would walk away from them (It is rubbsih broadband and as for their customer service!). I phoned to be told it was switched off in March. When I started to point out it was breach of contract (clause 15.1 and 4.3) I was cut off. It is not the fault of the people in the call centre that Orange are greedy and dishonourable. I called back and a nice manager agreed to keep it until the end of the contract (July 2014). I can feel a switch to Virgin for better broadband and TV then.