Orange 'Free' Broadband

Eva49

ioscorpio wrote: »

http://www.change.org/en-GB/petition...-of-bb-service

Come on guys, we need more people to sign the petition.

Thought the debate was rushed by the presenter and not enough support from the guy from Moneysupermarket, seems they are all careful not to upset Orange. Well done anyway, at least more people are now aware of the situation.

Unfortunately the planned interview had to be cut short, due to the announcement of Comet going into liquidation and subsequent confusion for consumers:o

I have already signed the petition.;)

sjlmlk

Just signed

Eva49

numberseven wrote: »

It appears that you not even talk to customer services now. Last night my wife who is the account holder rang Orange to register me as a third party on the account. I have tried to talk to them today but because there is no record of a person at the other end making a note to this fact nobody at customer services will talk to me. no answers, to emails, no answers to letters and no return phone calls as promised. After over 10 yrears custom it appears that we are now non customers.

CS cannot sort this problem out - you need to contact Ofcom and raise a case number - which will then enable you to phone Executive Office direct and log your complaint.

Executive Office is the highest level to which you can take your complaint.

Eva49

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]

---

Numberseven

Follow this procedure for Ofcom & Exec

Then - depending on what you want for your resolution.

It is worth ringing this number [FONT=arial,Helvetica,sans-serif]0800 294 4747[/FONT] and quote mis-sold contract to negotiate keeping your free BB for the remainder of your mobile contract - if that is the resolution you seek.

Importantly - be proactive otherwise the promised calls may never come.

Paully232000

What is the most that this outbound team can gove in compensation, is it £28.?

numberseven

Result - if I want it.

I have just rung the Orange number given by Ofcom - 0800 980 1716 and spoke to Kyl (nice chap) who once I had informed him I had spoken to Ofcom and was looking at complaining to CISAS for the mis selling of my phone contract he spoke to his supervisor and said that I coukld have my broadband until the end of my phone contract and would be sending confirmation within 48 hrs (I wait without holding my breath)

Ofcom also gave me their case numbers for:
Mis selling of mobile - 1220653184
Removal of broadband - 1220653263

If I have to go to CISAS I would go for the mis sell.

numberseven

Eva49 wrote: »

CS cannot sort this problem out - you need to contact Ofcom and raise a case number - which will then enable you to phone Executive Office direct and log your complaint.

Executive Office is the highest level to which you can take your complaint.

Exec Office fobbed me off with some spuriouse email addys and phone numbers but refused to deal with any of it but as per last post - result.

Neilski

I too have renewed my Orange contract for the past 5 years based on the free broadband for life offering - this is how it was sold to me and for life was always mentioned.

phone call from orange last week telling me it was due to end 31/10 unless I took out landline with them.

My comments - I have only stayed with Orange based on the free broadband offer. The poor mobile signal and time it takes to connect a call would not sell the mobile to me on its own merit.

The very poor broadband (suffered because it was free) would not convince me to take up a paid offering from them - too weak, slow and irregular.

Some good news though - other providers are chomping at the bit to take orange customers off them so I am starting to see deals appearing, for example BT now offer reduced landline fee (down to £10.75) if you take out broadband from them.

I have also heard (not sure if its right and would appreciate comments) that Orange, although following their T&C's allowing them to drop the broadband have in fact made a material change that may present an opportunity for the customer to exit their contract without penalty - I'd love this to be accurate, does anyone know?

Because I would drop Orange today!

Eva49

numberseven wrote: »

- 0800 980 1716

That looks like a brand new number to me? :cool:

Have they at last set up a dedicated line???????:T

numberseven

Could be - and I have just received the email confirming my broadband until the end of mobile contract.