Orange 'Free' Broadband

vieyrad

Had a call from the outsourced team about my complaint.
Told them it was all sorted by the exec team last week. Seems the exec team and the outsourced team use different systems because there was nothing on the account yet I have email confirmation.
As that complaint was for my sons account I asked about mine as I have not had a letter yet. Seems the letters are still going out but when you phone up they will extend. What a total waste of time to still send out letters. I gave her my details and the extension was put on my account and I received email confirmation so no need to go through all the hoops.
They must have some really poor management making decisions which continue to damage the company. Clearly as they have got bigger they have not got better. When I joined 16 years ago they were great, a small fast growing company that offered great products and service, now they are going downhill fast. Over the years they have slowly taken away lots of services including web site hosting and are now not worth being loyal to.

mnbvcxz

vieyrad wrote: »

As that complaint was for my sons account I asked about mine as I have not had a letter yet.

Did you complain on your sons behalf? And were they happy with that or did you pretend to be your son? (Thanks, I'm thinking of complaining for my brother).

vieyrad

No my son made the initial call and followed it up with an email confirming I would be acting for him. I have more time than he has so if it had required protracted phone calls it would not be a problem for me.
Also as I was waiting for my letter I could just follow the same actions to resolve mine.
As there is no personal data involved they should discuss with you, to sort mine all they needed was my mobile number so they could check my account and confirm I had free broadband.

nc3sp

After writing twice to Orange customer services and getting no reply I called Ofcom who gave me a case number. I then phoned the Orange Executive office and was then passed to a manager in the Broadband team. They tried to price match my current landline rental but in fact they couldnt make their offer as cheap as my current supplier (Primus) so they eventually conceded that I would be out of pocket if I changed to Orange landline rental. I argued that my 24 month PAYM contract taken out in March 2012 was mis-sold because I'd been told my free BB would continue. The manager agreed to extend my free broadband to the end of my PAYM contract, which runs until April 2014. When that time comes I will not be renewing with Orange. But it shows it is worth going through the complaints process and challenging the letters.

BoatMan_3

Thanks to all for publishing on here, particularly the checklist of which buttons to press in post 2830.

Having written to Orange twice, with no response, and already contacted Ofcom via their webform, I was getting nowhere. I hadn't realised that the Ofcom reference in their reply email was the all-important 'case number' until I phoned them to check.

Then I phoned the Orange exec office and explained my position. Chris Seal sounded sympathetic and asked for my Ofcom case number. That was the key to the whole thing. To cut a long story short he phoned me back later yesterday afternoon to confirm that my "free" BB would continue to the end of my phone contract (Dec 2013). He happily agreed to put that in writing so I now have an email from him to that effect.

I did suggest that, rather than making all their loyal customers jump through all these flaming hoops, Orange might (just) salvage a bit of credibility if they announced a blanket extension of the BB scheme to the end of existing contracts. Not sure what the cost of this would be to them, but it can't be more than the bad press this fiasco is causing.

Perversely, I had another call later from the BB team asking me to confirm what I had agreed with the exec office. That then triggered another email full of legal caveats which basically stated that my BB would stop in Dec 2013 unless I switched my landline rental to Orange/EE.

Not in the least concerned by this as I will have moved my phone and BB away from O/EE just before then. :mad:

james45567

The various Orange departments really need to start communicating with each other. One person tells you one thing then someone else tells you the complete opposite. Not good!

annie1

Just want to say thanks for all the advice. Since following the guidelines given by Eva49 I have now had my broadband extended until the end of my mobile contract (March 2014). I have also received email confirmation.

diamonds

LOL falling like flies.

Guess Orange sussed who I am, and im being punished for telling you all along this was not legal - yesterday after removing my mobile discounts mid contract today I get a warning about excessive data usage, well funny thing is you told me its unlimited to replace the unlimited package you took off me !

Next it be broadband lol

Shambles.

Eva49

Eva49 wrote: »

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/about/Orange-complaints-code-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/england/consumer_e/phones_tv_internet_and_computers_index_e/consumer_problems_with_contracts_packages_and_offers_e/product_or_service_has_been_mis_sold_to_you_tv_phones_and_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.
Customers are now under duress to accept the current offer which is a substantial variation in terms, and has to be acceptable…

[/FONT]

Bump *****

Eva49

diamonds wrote: »

LOL falling like flies.

Guess Orange sussed who I am, and im being punished for telling you all along this was not legal - yesterday after removing my mobile discounts mid contract today I get a warning about excessive data usage, well funny thing is you told me its unlimited to replace the unlimited package you took off me !

Next it be broadband lol

Shambles.

Tut Tut Diamonds! very bad to go over the 'Unlimited' limit! - and especially after the 2 x sim debacle!:eek::rotfl:

Behave! for goodness sake! :beer:

Think we need to buy them an Oxford dictionary for Christmas as well as some lessons in PR, CS & Business Management