Orange 'Free' Broadband

Paully232000

Here it is again, follow this:)

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]

geordie_ben

Will_B_Back wrote: »

Hi geordie-Ben & hadenufoforange,

The excellent template posted by Eva49 on previous page was constructed at the beginning of the struggle to get Free BB extended to the end of phone contracts.

It is still the way to go, depending on how far you intend to take matters. You will find, now, that you may only have to use the first two steps, to obtain the Free BB extension.

However if you intend to go all the way to the Small Claims Court, then the whole template will get you there.

Good luck!

And please sign RobbedRobbins petition.

Yep, first two steps only for me

jassie7

the last letter I received had a cut off date of 10th October, but it was cut off roday, I called and asked what they were playing at and they offered to put it back on for 7 days while I thought about what I wanted to do. I just said no I want it till the end of the current contract and that it was common knowledge that this is what was happening, the lady said ok without a fuss and service was restored within 20 minutes, now the fight beyond the current contract!

Paully232000

red99 wrote: »

Hi, I've got a Ofcom number for this and then called the exec office number and the (rather rude) man I got through to said I shouldn't have called the number and asked where I'd got it from, so I said I was following advice from here and he went off on how clever it all was and refused to help me. Should I give it another go and was he just trying to get rid of me? I really don't want to stay with Orange anymore but can't seem to find anyone that will deal with both my mobile and broadband at the same time.
Any advice??

I would go back to them and make sure you dont come off the phone until you have been assured that you will receive a phone call within 48 hours, get the persons name who you speak to. If you get nowhere follow the rest of the steps on Evas post a few above, and I would also email the exec office (again in evas post) with your complaint and ofcom number.

I think, as far as I can remember, had to phone the exec office twice, if not three times before i got the call back within 48 hours.

Eva49

red99 wrote: »

Hi, I've got a Ofcom number for this and then called the exec office number and the (rather rude) man I got through to said I shouldn't have called the number and asked where I'd got it from, so I said I was following advice from here and he went off on how clever it all was and refused to help me. Should I give it another go and was he just trying to get rid of me? I really don't want to stay with Orange anymore but can't seem to find anyone that will deal with both my mobile and broadband at the same time.
Any advice??

Yes, call back and quote your Ofcom case number.

Exec Office is the only department that has access to both mobile and BB accounts.

Eva49

geordie_ben wrote: »

Also, which is the best section to chose on this page for emailing them my complaint?

http://consumers.ofcom.org.uk/tell-us/

The website has changed try this one

occtelecoms@ofcom.org.uk

Chris2230

Many thanks to everyone for your posts. I called Ofcom for a reference number today. They gave me a number to call Orange -0800 980 1716. I briefly stated my case to a charming man at Orange who then informed me that my free BB would continue for the length of my contract - April 2014.

nobby1963

red99 wrote: »

Hi, I've got a Ofcom number for this and then called the exec office number and the (rather rude) man I got through to said I shouldn't have called the number and asked where I'd got it from, so I said I was following advice from here and he went off on how clever it all was and refused to help me. Should I give it another go and was he just trying to get rid of me? I really don't want to stay with Orange anymore but can't seem to find anyone that will deal with both my mobile and broadband at the same time.
Any advice??

Hi Red,

Just say Ofcom gave you the number for the exec office & told you to call them. This has been the case with some.

Don`t let them fob you off, if you get a lippy person in the exec office who is not helpful ask for their full name, ask them if they are sure that they will not help you as you will be straight back to Ofcom detailing the Orange response.

Makes me sick how they are still behaving like this !

Good Luck

Nobby.

grogdog

thanks for all the info on this thread and i will follow it through tomorrow, but can i ask a question.

if i am currently paying landline to bt and have to move this to orange at a lower rate and still then get free broadband, what is so bad about that?

Eva49

nobby1963 wrote: »

Hi Red,

Just say Ofcom gave you the number for the exec office & told you to call them. This has been the case with some.

Don`t let them fob you off, if you get a lippy person in the exec office who is not helpful ask for their full name, ask them if they are sure that they will not help you as you will be straight back to Ofcom detailing the Orange response.

Makes me sick how they are still behaving like this !

Good Luck

Nobby.

Hi Nobby,

Exactly! - but have you noted Ofcom giving a different number now? - Is this to bat everyone away from the Exec Office? - Like you as soon as I phoned Ofcom - they issued the case ref no and the phone number for Exec.

I can understand Exec wanting to offload the work/calls/complaints - but - as that is the only office with access to both accounts - still worth a call to Exec IMHO?