Orange 'Free' Broadband

Hannahs333

I have had the 'free' broadband for some time and been a loyal customer with Orange for 10 years. I understand they may need to change things but I WAS told it was for life and that I could keep my BT Line. What annoys me more is how they are dealing with it. I had a very brief 2 minute call with an orange 'Customer Service' representative today, where I was told: We are a business and we need to make money. You can leave but it's not going to change and that is that.

Nice!

Paully232000

nobby1963 wrote: »

******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]

look at this Hannah, and forget phoning customer services, go straight to ofcom and get a ref number and then phone the exec team.

bod1467

iphonerepairs1 wrote: »

I think The plan you have been using so far is cost effective. Hence you should continue it.

Post reported. This is obviously a post-count-booster post so the user can get to start spamming the boards with links.

dizzydonkeys

dizzydonkeys wrote: »

having been with Orange for numerous yrs and getting the free for life broadband, today I have also had a letter stating it is being withdrawn. I called and told they cant help me and basically tough I need to have landline then broadband will still be free.
Now the issue I have is I upgraded on 22nd August 2012 it was confirmed broadband would remain free for my 24mnth contract - I specifically checked as had also just moved house so needed new contract with BT also.
Orange well aware I was moving as they moved my broadband - this process actually took 6 weeks along the way numerous calls etc to complain re delay - and when finally working 3 days ago was again told as my broadband was 'free for life' i couldnt ask for compensation for down time.
The letter to say I was being cut off arrived yesterday - at my old address!! Having called this morning I am no further forward, stuck with a missold 24mnth mobile contract and also an 18mnth BT contract so I have nowhere to go. I think I will look to downgrading the mobile to lowest package possible and finding an alternative broadband supplier.
Cross isnt the word - oh and apparently the broadband deal was never anything to do with mobile phones!
As another note when checking my orange broadband account online I am currently offered free 12 months Macafee protection - suprise suprise it doesn't actually exist you cannot download it - and upon reading the package options they make no sense at all can anyone explain them?
Says something about broadband - mobile - £15 line rental - £13.50 then blah blah about numbers included but is that £15 your mobile contract amount plus line rental or is it you are paying £15 for BB then £13.50 line rental then your mobile contract too? As I have been told this morning that the broadband is still free as long as have their landline so totally baffled.
I will watch this thread with interest!

So still getting nowhere except numerous calls to change my phone line but told them not happening.

Struggled to keep up with this thread but have emailed and called so many times and still got nowhere - have reported to OFCOM and called Orange back with my case ref no etc. The lady I spoke to was actually very nice and getting someone to call me and actually agreed it was blatant misselling however said maybe the person I spoke to on renewal was not aware.

Think she got a shock when pointed out that during my daily phone calls to the home move team over a six week period that no one thought to mention my BB was ending - and the fact they could not compensate me for my BB downtime as I got it free with my phone.

OFCOM as it happens were quite interested in these facts also and said my case was very different to alot of people as this is not a case on contract law or changing ts&cs which apparently is a grey area - mine is pure and simply a case of misold incentives and basically outright lies.

So who actually knows what is now happening - am being cut of in about a week I think can't remember exact date they said without looking. Havent looked into other BB providers as yet either so am anticipating a lot of downtime when it comes to it but will wait and see where it all goes.

Not sure am likely to get a resolution though thought had seen some people have been told can keep the BB for the length of current contract and then be withdrawn but not holding my breath - have requested if it is the case my BB will be terminated that I wish them to also terminate mobile contract penalty free but been told highly unlikely.

MHSparky

Just had an email from Orangeconfirming I WILL keep my free broadband until the end of my mobile phonecontract....

Eventually escalated through OFCOM and the OrangeExec Office after they cut my broadband off before the date on the letter.

Once complaint logged with exec office had a very apologetic call fromthem stating they were sorry and I could keep free broadband...

Result....

ferret_4

well my case officer in executive office has basically told me to bigger off "I'm not dealing with broadband any more so that is that" unless have now complained to Ofcom again about how they are handling complaints and not getting anything sorted. I was told I could keep my free broadband but wanted email confirmation which has never arrived...however I've had 2 emails saying to call them before they cut me off with 2 different dates. there simply incompetent.

canmore_boy

Can I ask a "daft laddie" question?

When does an Orange mobile contract actually end - is it on the day when your original 18 / 24 months expires or is it on the day you stop paying Orange the monthly fee for that contract? The reason I ask is that I know someone whose 24 month contract ended 5 months ago and they were still getting their mobile / calls at the same rate as per their original contract and had free broadband beyond the original expiry date of their contract?

Gadgetmaster

virgin11 wrote: »

Just been on with executive office,told compensation should not have been paid,wanted to cancel mobile contract early they dont seem to want to do that as they say they have done nothing wrong,and as a act of goodwill have agreed to let us have free broadband until the end of our contracts.How have people been able to terminate their mobile contracts.

Personally, I issued court summons for the cost of mobile termination, which prompted them to offer penalty free release...this was before they backtracked on the offer of continued free broadband, however, so unsure if this will continue to work, now that Orange are continuing to honour the free BB. Good luck.

Smiley19

Hi. Registered with the forum specifically so I could thank the people on here who've done all the work - you know who you are.

I've just been told by Orange that I can keep my free broadband to the end of my mobile contract. That's all I wanted so I'm happy with that.

Only took one call - with some transferring between departments. But the thing that got me past the people saying they could only offer me a £13.50 broadband deal or a line rental deal was when I mentioned mis-selling. That got me through to a manager who took my details, asked me when and where I took out my contract and said I could keep my free broadband to the end of that contract. I didn't even need to mention Ofcom - telling them I'd been mis-sold my contract was enough.

Once I got to speak to him the whole thing was sorted in ten minutes. Confirmation email to follow. But I'm sure it wouldn't have been so easy if others on here hadn't done all the legwork first and shared their experiences.

So thanks again.

Eva49

dizzydonkeys wrote: »

So still getting nowhere except numerous calls to change my phone line but told them not happening.

Struggled to keep up with this thread but have emailed and called so many times and still got nowhere - have reported to OFCOM and called Orange back with my case ref no etc. The lady I spoke to was actually very nice and getting someone to call me and actually agreed it was blatant misselling however said maybe the person I spoke to on renewal was not aware.

Think she got a shock when pointed out that during my daily phone calls to the home move team over a six week period that no one thought to mention my BB was ending - and the fact they could not compensate me for my BB downtime as I got it free with my phone.

OFCOM as it happens were quite interested in these facts also and said my case was very different to alot of people as this is not a case on contract law or changing ts&cs which apparently is a grey area - mine is pure and simply a case of misold incentives and basically outright lies.

So who actually knows what is now happening - am being cut of in about a week I think can't remember exact date they said without looking. Havent looked into other BB providers as yet either so am anticipating a lot of downtime when it comes to it but will wait and see where it all goes.

Not sure am likely to get a resolution though thought had seen some people have been told can keep the BB for the length of current contract and then be withdrawn but not holding my breath - have requested if it is the case my BB will be terminated that I wish them to also terminate mobile contract penalty free but been told highly unlikely.

Your case is absolutely outrageous.

1) Your contract renewal and offer of free BB was 3 days AFTER this thread started - in other words AFTER the first batch of withdrawal notices were received - you were promised it again!

2) Whilst dealing direct with the BB 'home move' even THEY weren't aware it was being withdrawn!

3) Told by the BB team as it was a Free for Life BB there would be no opportunity to claim compensation for 'down time'!

And now, to add insult to injury, you have been asked to wait for a phone call??

I think with all the above put in front of a Judge - he would wipe the floor with Orange - gross incompetence; not to mention blatant mis-selling, lack of organisation and lack of interdepartmental
communication and all this within a huge communication corporation?

It would appear that Orange are now allowing people to retain free BB for the remainder of their current mobile contracts - however not before you have jumped through hoops and thoroughly run the gauntlet of incessant sales team!

But some, including myself, have been released penalty free.

Decide what you want and go for it - you have a very strong case and don't be fobbed of with some minor financial offering - you deserve decent compensation for all of this!

Did she give you a time frame within which to expect the call?

Did you take her name?

If they do cut you off - you can then add breach of contract to all the above