Orange 'Free' Broadband

ferret_4

well after another complaint to Ofcom I have finally received email confirming I can keep my broadband till the end of my contract. No compensation but I just don't want to have to talk to anyone in orange/ee again. When my contract is up I will get rid.

ferret_4

RobbedRobbins wrote: »

Please sign our petiton if you haven't already done so,
its going to go viral soon....

signed it soon as I seen the link earlier in the week and posted on my fb

Eva49

jezster wrote: »

received my e-mail from orange informing me, my broadband will continue until my mobile contract expires.
thank you eva49 for all of the help you have given to me personally.
thank you to everyone else for posting & giving us all help, as to what was happening.
If we were French we would have blocked the roads with tractors lol

So very pleased it is all sorted for you well done - my pleasure.

Remember - onwards and upwards

Eva49

David_P wrote: »

A law unto themselves, and Ofcom exist to protect their thievery.

Happens every damned day.:mad:

You only have a voice in this bloody country if you are a corporation.

Never a truer word spoken!:mad:

nickbirkin

RE FOI Ofcom
Ofcom’s response to what they consider our first Freedom Of Information request.
“Firstly, by way of background, I can confirm that we have been actively engaging with Orange on this issue to fully understand its position.”
Followed by a lot of spurious blurb about getting sympathetic treatment from Orange if we ring yet another number;
“Secondly, returning to your request for information, I am writing to let you know that the information you have requested is not held by Ofcom, that is, transcripts of meeting(s) held with Orange, as we have not met with them to discuss this issue.”
Great to see we’re being looked after by the regulatory body set up to oversee “sharp practice” as they say on their website.
Anyone who want the PDF of the letter please contact me.
Makes for great reading and creates such a feeling of warmth and security.

Eva49

Bumpety Bump

nickbirkin wrote: »

Still haven't had an email back from CPT regrarding various issues so sent this to Olaf, Bruce, Exec Office, BBC in order to deflect the coronary developing from the total lack of respect these guys have for us the consumer:j:beer::rotfl:

Can you please let me know why it is now four days since I have written emailed you and you have not even had the courtesy to reply?. (email shown below.)
If you require more time to answer my questions, then please let me know.
If you are unable, unauthorised or generally unwilling to reply, again let me know.
It surely in the last 4 days, or 96 hours or 5760 minutes you could have taken three of these minutes to at least acknowledge my request.
I did after all spend TWELVE years as a loyal customer of Orange, this equates to just over 6.3 millions minutes. Never once missing a payment.
I realise that Orange have dropped a right clanger with their completely onerous and ignorant decision to pull the plug on over 90,000 loyal customers and then used City Park Technologies to bear the brunt of the wrath and disgust of that client base.
This withstanding, I’m sure there’s a few quid in it for you guys.
Isn’t it time that you “Experts in providing Business Process Outsourcing (BPO) services in B2B and B2C multi-channel customer communication, (that) deliver cost savings, IMPROVED CUSTOMER EXPERIENCE and increased revenues for (their)clients.” CPT’s words not mine, actually improved our customer experience and offered the service that they promise to the businesses that sub contract them AND THE CUSTOMERS THAT PAY THEIR WAGES.
Of course there is a possibility that the above statement from your website is purely there to attract business.
The customer, like in so many of these call centre situations, is simply a commodity to be traded, with mere lip service paid to the real reason your organisation is meant to exist.
The reason your company exists is TO GIVE GOOD SERVICE TO THE CUSTOMER AND LIVE UP TO THE GRANDIOSE STATEMENTS MADE IN THE INITIAL ATTRACTION OF THAT CUSTOMER.
This service results in you and your contractors GAINING the customer’s HARD EARNED CASH.
The money we pay you through the likes of Orange is not A RIGHT BUT A PRIVILEGE.
This complete lack of caring appears to be game played by both the centre and the contractor.
At what point do you intend to do the “right thing.”?
I have paid Orange over £5500.00 in the last 12 years and never once in all my dealings with them received anything like “Good service”.
You have offered me £20.00 of this back as “a goodwill” gesture after over eight weeks and hours of me chasing and reminding and all but begging Orange to see the both illegal and immoral way they have treated me and 90,000 other loyal customers.
I have spent hours of my life communicating with Orange and now yourselves only to be the one that is asking, reminding and cajoling you all into keeping your promises, whether it be a live box or a return call, at every single (bar two) instances it has been left to me to chase you guys.
You are both technology based organisations yet cannot keep your promises.
I set a reminder on my phone to check whether or not you will keep you promises, surely there is a system, whether it be a diary or a computer that both organisations could employ that ensures that the lip service spewed by your operatives is actually lived up to.
And there in lies the rub, the feeling after 12 years of excuses,
(I’m now of the opinion I’m a bit of a Jonah and shouldn‘t call in at all, as everyone I deal with seems to go sick or is mysteriously unavailable, but then that could be down to the unreasonable demands that you are putting on your staff defending a business that simply does not care. After all they were probably attracted to the job thinking that when they were part of a customer care team they would be allowed to care.)
12 years of on occasion blatant lies,
12 years of promises not kept,
12 years of switchboards that ensure you never deal with the same operative twice,
12 years silly internal policies staff quote as if they were laws,
12 years of systems that won’t allow a staff member to put a promise made in writing (“Sorry I can’t send an email”)
and 12 years of game playing, the feeling is that these structures exist to deny the customer their basic rights to good service and their expectation of receiving the product and service you all spend so much money promoting.
It is too systemic to be anything otherwise, our money and custom is your fodder to truffle like pigs at a trough with no regards to our well being and satisfaction.
At your next staff get together ask your directors Messrs Inch, Murphy and Stuart if this, despite the marketing babble on the meet the team page, is what they envisaged, because it is certainly what it has become.
I do hope you’ll pass this on to one of the three just mentioned and perhaps one of them would like to call me and discuss it in more detail. Failing that please forward me their email addresses so I can let them know in person what I and 10,000’s of thousands of others see as the way business is now run.
Now please get your act together and answer my email.

Eva49

Bumpety Bump again

nickbirkin wrote: »

Re Ofcom and full disclosure of the transcript of their discussions with Orange.
I have now had their, and get this for a title "Information Rights Advisor: Content, International and Regulatory Development" (do you think their paid by the number of letters in their title?) say she'll be back to me tomorrow, as they have stretched the 20 working days they are obliged to reply in, to exclude the day I sent it. (No surprise there then.)
Should be quite interesting as technically, if they want to quote the traditional get out of "Contains sensitive business information", or any other reason for that matter not to reply, they ought to have asked the I.C.O for an exemption by now.
Following another forum members advice,(Nobby?) on the 23rd October, I asked them to expand the request to include "all and any correspondence with Orange in respect of this matter”.
Ofcom have chosen to treat this as a separate matter and claim a further 20 days from then to reply. (Wriggle Wriggle.)
Unlike Orange and Ofcom, I have a diary and always keep my promises to keep in contact, so we’ll just keep on plodding.
It is perhaps very interesting, and a mark of how seriously Ofcom take this matter that the email was titled “FOI: Removal of free broadband minutes”? I believe the popular youth text speak would follow this with the acronym !!!!!!, but as this appears to contain a swear word I shan’t use it.
Glad to see how seriously the body set up to ensure our rights and good service understands what has been going on………….
All the above and the letter was an update so probably worth a bumpety bump to keep the ever growing new membership of this forum a chance to keep up with the real issues.

canmore_boy

nickbirkin wrote: »

RE FOI Ofcom
Ofcom’s response to what they consider our first Freedom Of Information request.
“Firstly, by way of background, I can confirm that we have been actively engaging with Orange on this issue to fully understand its position.”
Followed by a lot of spurious blurb about getting sympathetic treatment from Orange if we ring yet another number;
“Secondly, returning to your request for information, I am writing to let you know that the information you have requested is not held by Ofcom, that is, transcripts of meeting(s) held with Orange, as we have not met with them to discuss this issue.”
Great to see we’re being looked after by the regulatory body set up to oversee “sharp practice” as they say on their website.
Anyone who want the PDF of the letter please contact me.
Makes for great reading and creates such a feeling of warmth and security.

Unbelievable response from OFCOM. It looks like they have just e-mailed Orange and said "Hey what's all these complaints about and Orange have said don't worry were dealing with complaints symathetically. WHAT A JOKE!!!!

The key FOI question for OFCOM is how many complaints about this issue have they received and what action have they they actually taken.

The_Future_is_Bright

Canmoreboy:

The key FOI question for OFCOM is how many complaints about this issue have they received and what action have they they actually taken.
ZERO!!!
:rotfl::rotfl::rotfl::rotfl::rotfl:

RobbedRobbins

The "petition" is being updated in a very interesting and beneficial way for all of us "disgruntled" customers...media savvy personnel now on board, DO NOT LOSE HEART. meanwhile , new arrivers to this forum and anyone who hasn't got their entire family to sign including second cousins and any nefariously connected relations, however nebulous please sign here.
http://www.change.org/en-GB/petitions/ofcom-publish-their-review-on-mis-selling-by-ee-re-withdrawal-of-bb-service