Orange 'Free' Broadband

Eva49

canmore_boy wrote: »

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?

I think the way it goes is once you have finished your minimum term, you are then on a 30day rolling contract

Paully232000

Hello

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.

FM
Account Manager

Received my standard letter from the outsourcing team today as above, still using the word 'extended' like they are doing me a favour.

Eva49

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.

Mine was terminated (penalty free) on issue of Notice of Pre-Court Action - and their refusal to allow me free BB for the remainder of my contract - that was prior to their current agreement to continue it on a 'case by case' basis.
Not sure how achievable that would be now .

The_Future_is_Bright

Just a few email addresses to send "Thankyou Letters to!":mad:

pippa.dunn@everythingeverywhere Chief Marketing Officer – Consumers:mad::mad::mad:

steven.day@everythingeverywhere– Chief of Brand and communications:eek:

jackie.O'leary@everythingeverywhere – Chief Customer Officer (may have left! Do you blame her???)

francoise.clemes@everythingeverywhere– Chief of Human Resources:o

Stephen.harris@everythingeverywhere– Chief of staff – Legal and Regulatory:mad::mad::mad:

Last, but most certainly not least:

Olaf.swantee@everythingeverywhere– CEO of EE/ORANGE:rotfl::rotfl:

SEE THE REST OF THE AWFUL TEAM:

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

THIS MAY ALSO BE USEFUL TO ALL ORANGE STAFF, AS CLEARLY EACH DEPARTMENT HAS NO IDEA WHAT THE ....... IS GOING ON!!!!

Paully232000

Send them an email a day each as a reminder of the error of their ways, and how the power of social media means they cant hide from anything:)

Eva49

Nick Birkin may find those handy!

Me too!

RobbedRobbins

Yes, this is so true. I am getting very frustrated with those in the media reporting on this issue that it revolves around "free broadband for life", which it doesn't. It revolves around EE's business plan they must have devised earlier this year to:

1) Get as many mobile customers as possible to re-sign up for long contracts,mostly 24 months, on a tariff that would help cover the cost of continuing a broadband service.
Example: my tariff £20 but EXACTLY same phone+free minutes/texts/download available for £7.50 from Carphone Warehouse on Vodaphone. So as far as Iam concerned I am "paying" £12.50 for a BB service comparatively.

2) Not give any prior warning to sales people including third party sellers like Phones4U/Car phone Warehouse of the imminent change of T&Cs relating to free broadband so they carried on pushing renewal contracts.

3) buy a load of landlines at wholesale prices from BT

4) Decide to rebrand themselves EE prior to sending out the withdrawal of BB service so any possible backlash was attributed to Orange not EE going forward.

5)Disconnect the email address to customer services prior to sending out the letters to force customers to contact the selling team set up solely to sell Orange landlines by phone

6)Do some kind of deal with Ofcom to step away from the issue by saying they will deal sympathetically with unhappy customers.

I wonder if there was any extra incentive for 3rd party salespeople to get customers to renew with Orange instead of other mobile services a few months prior to sending out the withdrawal BB letters? Anyone from 3rd party retailers such as those mentioned above please let us have you views on this!

Are we getting close to how this scenario unfolded from EE's end?

Eva49 wrote: »

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!

Paully232000

RobbedRobbins wrote: »

Need another 13 supporters! Please try and reach the target before this forum goes down for maintenance at midnight to night, it would be awful if anything gor lost in the process!

http://www.change.org/en-GB/petitions/ofcom-publish-their-review-on-mis-selling-by-ee-re-withdrawal-of-bb-service

What happens next with this petition?

RobbedRobbins

Yes, I got one just like that after emailing them using the email address supplied on this forum, which was great, as they told me on the phone they couldn't put anything in writing as they had no "facilties" ! Lol Think people waiting for written confirmations should do same as it seems they won't voluntarily put any agreement in writing.

RogerKeats wrote: »

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.




FionaMcAllister
Account Manager

RobbedRobbins

I send it to Graham Howell at Ofcom.
I am a very annoyed the change.org website closed the petition when I "activated " it, I had no idea it was going to do this! I followed their guidelines and was under the impression you could't do anything with it until it reached the minimum of 100 supporters. My plan was to activate it so it could be mentioned on 5live and also send an intitial petition A.S.A.P to put in front of Ofcom as we had had recent media coverage , and then continue it over a period of weeks to get as many signatures as possible,which would have given us a really good gauge of exactly how many unhappy customers there are out there. I planned to promote it on facebook/twitter etc. I have asked Change.org if I can re open it.I will advise if possible, as its a VERY useful tool. I had never used this website before and its not very clear how it works,so I am very frustrated but nearly everyone who signed put up a comment about being mis sold so 100 odd comments stating this is useful,but I agree we need about another 89,900 more as I guess Ofcom must have already had about 200 complaints! This lobbying stuff is all abit new to me!

Paully232000 wrote: »

What happens next with this petition?