Orange 'Free' Broadband

nobby1963

******Bumpety Bump *****



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]

nobby1963

Just thought .....

For those here who are considering fighting for some sort of compensation / gesture of goodwill from Orange please note that I recieved £250 from Orange exec office.

I say this not to boast about it but to give you ammunition when they try to fob you off with £28. I did not achieve this amount easily but like wise a resolution to my case was not won easily, 9 weeks and 40 + emails & letters and many more phone calls.

For many here a resolution has come much much easier due to the battles fought by others before them and payments of this level may not be justified but there are many here who have been fighting too long and have still to resolve their cases so the time and effort they have had to put in must have a value.

Nobby.

RogerKeats

Just got my email, looks like the compensation offer has dissapeared
Hello Roger

Thank you for your recent enquiry. You have indicated that you were offered recently ‘free Broadband’/told that your existing ‘free Broadband’ would continue by an Orange sales agent when you renewed your Orange mobile contract. After investigation, although this offer is not available anymore, we are pleased to confirm that your Orange free broadband package will be extended until the end of your current Orange mobile contract.

At the time your Orange mobile contract ends, you have the option to upgrade to one of our very competitive broadband and line rental plans. Should you not wish to take up one of these offers at this time your Orange Broadband line will stop working from the date of the end of your Orange mobile contract.

If you’ve got any questions, please give us a call on 0800 294 4747

Many thanks
Harry Wilson
Director of Operations


Terms & Conditions:
1) This offer is only available on a case-by-case basis and the decision of Orange is final.
2) Customers taking up this offer will continue to keep their free broadband service until the end of the current Orange PAYM mobile contract that is attached to the free broadband plan. This offer is not available with any other Orange PAYM mobile contracts the customer may have
3) Once the Orange PAYM mobile contract ends, if the customer does not opt to regrade to any of the broadband and line rental plans available, Orange will remove the customer’s broadband service.




Fiona McAllister
Account Manager

The_Future_is_Bright

This may have already been posted, a link to an article in The Guardian:
http://www.guardian.co.uk/technology/2011/oct/26/orange-broadband-customer-care

Nice to see the number of subscribers fall! EE get a grip:o:rotfl:

Last years results. cant wait for this years results.

Eva49

Dear Orange

We know you watch this forum with great interest and probably underestimate the intelligence of members.

It has now become patently clear that any 'deal', 'offer' or 'inducement' by Orange in order to retain customers is there to be reneged on at any point in the future and undoubtedly covered within your comprehensive T & C's.

It has long been accepted that Free for Life BB has been withdrawn irrevocably, albeit unethical, it would appear you have it covered!

What is unacceptable, in case this isn't obvious, is withdrawing a service which forms part of a contract and was confirmed at the point of renewal of said contract.

The honourable solution to this entire situation would be to allow Free BB, as promised, to every eligible customer for the remainder of their contract.

STOP this game of cat and mouse and making people jump through hoops to achieve what is theirs by right or let a Judge decide!

Eva49

RogerKeats wrote: »

Terms & Conditions:
1) This offer is only available on a case-by-case basis and the decision of Orange is final.

FionaMcAllister
Account Manager

WHY!!! - What a false economy!

The_Future_is_Bright

Taken from EE website:
Building Trust

Pinpointing Our Key Areas

We want to be the UK’s most trusted communications company. Building trust is therefore unsurprisingly at the core of our responsibility plan.
We build trust within EE and outside it by focusing on the issues our customers, employees and the business hold most dear - and making sure we do the right thing in these areas.
We've pinpointed the most important areas and made sure we’re addressing the right topics within each of them. We’re monitoring them and delivering improvements where they’re needed - and we've already made good progress.
Our customers are everything to us
Trust is right up there on our “being a responsible business” list


Have you ever heard such Bul......?? Who are they trying to fool???:rotfl::rotfl::rotfl::rotfl:

Check out their regulatory policy: http://explore.ee.co.uk/regulatory

Management Board: http://explore.ee.co.uk/our-company/our-team

thebusinessgame

RogerKeats wrote: »

Terms & Conditions:
1) This offer is only available on a case-by-case basis and the decision of Orange is final.


Fiona McAllister
Account Manager

Terms & Conditions: I allow companies to supply me services on a case-by-case basis and if I decide that they are a bad supplier, as is the case with Orange, then I will discontinue my business relationship with them and my decision is final.

The Customer;)

dptrooper1

I have followed the steps found on this site i.e got a case number of ofcom then phoned the exec office who have said I can keep my free BB till the end of my contract in Jan 2014. Did explain that their customer service department was a big let down to us the customer and to them as a company and he seem to agree. But least I got there in the end as long as they send me the email to confirm it.

Many Thanks to all on here

Paully232000

Well, finally got my phone call from the nice people at orange in Glasgow who said that they are to 'extend' my free broadband until the end of my mobile contract in March 2014.

I did have to correct the person I spoke to with her use of the work extend, given I do not believe that it is an extension, it is merely honouring the contract that I signed in March 2012.

No compensation as told that she only has access to my broadband account and no point in crediting this as is £0 anyway. She did say that she would escalate my complaint about compensation and the exec office will be in touch (we will see).

So end of it all have BB until the end of my mobile contract as it should have been in the first place. :T

email to come from them to confirm this.