Orange 'Free' Broadband

jezster

I would just like to give EVA49 a BIG THANK YOU for all of the help she has given to me.
The world would be such a better place for people like EVA49 who has spent so much time helping others.
I also thank the other major posters on here as well for sticking with the thread even after sorting their own BB out with Orange EE.
You know who you are.

It is a crying shame that Orange/EE is not run by people like EVA49, Nobby etc.

People who care about right being right.

A big drink to you crusaders:beer:

jezster

They don't like it up them!!!
Clive Dunn 1920-2012 R.I.P

Well you are certainly sticking it up them, all of you fighters.
carry on the good cause.:)

Eva49

bod1467 wrote: »

Who?

(Guess who hasn't seen any of Hex-Factor this year?)

Where have you been?......you mean you don't know Rylan! lol

bigbobbyfrog

Well, that's 40 minutes of my life I'm never getting back... I thought I'd phone Orange to get more information but that was a mistake...

Phoned the usual Orange number (150) to get a bit more information about my closure date and got through to an Indian gent after 28 minutes on hold... When I then explained that the two letters I had received had two different closing dates (27 November then 12 November), he put me through to a Glaswegian gent who no doubt works for City Park Technologies (again 4 minutes to get put through).

He confirmed that my closure date was 12 November - not surprising as this is my mobile billing date. I then asked for confirmation if I was an Orange or EE customer and he confirmed I was still on Orange which would become EE.

I then asked whether I could take out a new EE package rather than take up the line rental deal. He asked why I would want to do that given that "we could provide you with nearly the same package". "We"? You're the same :mad: company! It was if he didn't want me to change to an EE package, no idea why.

He then put me on hold to speak to his manager and came back with an amazing deal of adding £28 to my broadband account! Wow, where have I heard that before?! So compensation to others is a great deal to me! I then queried why I would want £28 credited to my broadband account which was free, when he quickly changed to stating that it would be applied to my line rental charges. Too slow, my friend...

At this point, I asked how to get my MAC and PAC codes as I was fed up with his patter. I didn't get the codes but given not only the issue with my free broadband coming to an end but the poor customer service received, it's likely that I'll be off.

It was only after I ended the call that I realised that the amazing £28 off deal was purely for broadband and didn't even include calls! Ridiculous.

I'll be phoning Ofcom for a complaint number and phoning Executive Office as per Eva49's great advice to see what I can do next. (For those wondering why I didn't do this in the first place, I'm on a rolling one month SIM deal so wouldn't be able to get the "free broadband until the end of my mobile contract" deal).

AndyValca

Thanks for all the contributors to this forum.

I've the same situation that I renewed my bundled mobile + broadband this Jan for 18 months and got the threat letter from Orange for withdrawing my free bb 3 weeks ago. I read the advice at this forum and call up Orange's line of 0800 294 4747 (then option 1) and got a surprisingly polite lady who update my record to have my free bb until the end of my mobile contract (next Jul).

Here is how the phone call went:
1. Verification of personal details
2. Orange lady trying to sell the new Orange phone line package. Beware that they wouldn't tell you it's tied for 18 months unless you say you're concerned about signing a new contract.
(If you wanna save time from listening to their bs, quickly move to the next step)
3. Me telling them that i) my case info, ii) me knowing that my mobile & bb were signed in two contracts, iii) me insisting that I did my renewal understand the knowledge that the free bb would stay, iv) me politely stating that Orange's withdrawal of the free bb would present a case of mis-selling. (I added a bit of weight by saying I saw referred to this number after talking to Ofcom)
4. The Orange lady asking me if I am sure that I renewed the contract in Jan with knowledge that the broadband is free in the bundled package.
5. I said yes firmly, and she told me she would update my record for my free bb to last till the end of my mobile contract.
(She asked a few times about the starting date and ending date of my contract in random order throughout the call)
6. Boom, mission accomplished in less than 5 minutes, Yippee ki-yay Orange!

(Postscript: I asked for a e-mail confirmation about the update during the call and got a promise that it would be sent out within 24-48 hours. It still hasn't happened after another 3 calls over a span of a week including talking to two supervisors. The call center simply has no power to send out such e-mail confirm)
(Also, when you call the Orange number make sure the first thing you ask is where they're based. Orange called this the 'Highland team' and set them up at Glasgow. If the line gets overflow your call would be diverted to Prague and the people there are very polite but can't do a thing for you at all. Make sure you hang up and stop wasting your time if Prague picks up your call)

Hope it helps!

diamonds

Eva49 wrote: »

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

Orange can easily trace us with IP addresses and posts, seems they are.

Wonder if ORange know what Invasion of Privacy is, knowing their legal team im 99.9% sure they dont lol

neil9313

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.

And I thought you were........... speshual :beer:

neil9313

AndyValca wrote: »

Thanks for all the contributors to this forum.

I've the same situation that I renewed my bundled mobile + broadband this Jan for 18 months and got the threat letter from Orange for withdrawing my free bb 3 weeks ago. I read the advice at this forum and call up Orange's line of 0800 294 4747 (then option 1) and got a surprisingly polite lady who update my record to have my free bb until the end of my mobile contract (next Jul).

Here is how the phone call went:
1. Verification of personal details
2. Orange lady trying to sell the new Orange phone line package. Beware that they wouldn't tell you it's tied for 18 months unless you say you're concerned about signing a new contract.
(If you wanna save time from listening to their bs, quickly move to the next step)
3. Me telling them that i) my case info, ii) me knowing that my mobile & bb were signed in two contracts, iii) me insisting that I did my renewal understand the knowledge that the free bb would stay, iv) me politely stating that Orange's withdrawal of the free bb would present a case of mis-selling. (I added a bit of weight by saying I saw referred to this number after talking to Ofcom)
4. The Orange lady asking me if I am sure that I renewed the contract in Jan with knowledge that the broadband is free in the bundled package.
5. I said yes firmly, and she told me she would update my record for my free bb to last till the end of my mobile contract.
(She asked a few times about the starting date and ending date of my contract in random order throughout the call)
6. Boom, mission accomplished in less than 5 minutes, Yippee ki-yay Orange!

(Postscript: I asked for a e-mail confirmation about the update during the call and got a promise that it would be sent out within 24-48 hours. It still hasn't happened after another 3 calls over a span of a week including talking to two supervisors. The call center simply has no power to send out such e-mail confirm)
(Also, when you call the Orange number make sure the first thing you ask is where they're based. Orange called this the 'Highland team' and set them up at Glasgow. If the line gets overflow your call would be diverted to Prague and the people there are very polite but can't do a thing for you at all. Make sure you hang up and stop wasting your time if Prague picks up your call)

Hope it helps!

TBH none of this is new,

in fact its now very very very old news.

IdontlikeOrange

RobbedRobbins wrote: »

Please sign the petition to Ofcom if you haven't already done so and if you can paste it onto your facebook page, if you have one then it will reach more people who may be affected and want Ofcom to DO SOMETHING!. Thanks!http://www.change.org/en-GB/petitions/ofcom-enough-s-enough-give-orange-ee-customers-back-their-free-broadband

Please sign the petition to get a blanket decision and stop the Orange mess!

hadenufoforange

Just got confirmation , broadband to end of my Mobile contract,
I was also told i will get Email confirming this (without asking for it).
But the way i feel about ORANGE / EE, I cant wait to end of my contract.