Orange 'Free' Broadband

RobbedRobbins

not relevant, but a little light relief from another one of our super dooper UK brands.

rhiw2001

I am a free broadband customer... and got the deal back in 2006ish... not read this and have not been contacted by orange saying i'm getting cut off and the fact that my BB is still working... does that mean i will not be affected?

Confused with this stuff!?!?

Rhys

Eva49

rhiw2001

Unfortunately - probably not - notifications are going out in batches.

If, when you renewed your current mobile contract, you were told your free BB would continue; if you then receive a letter informing you of withdrawal of free BB while the contract is still current - your mobile contract was mis-sold.

If you were promised Free BB for Life - that is withdrawn and covered by Orange T&C's

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]

bod1467

nickbirkin wrote: »

This is Ofcom's response to the Freedom of Information request as to how many people have complained about this issue.

Am forwarding to Information Commissioners Office for clarification.
So it appears that if we humble folk were to have access to information such as the number of complaints, this would inhibt Telecoms companies from telling the truth??????
Maybe I read it wrong???

OFCOM are (sort-of*) talking sphericals. They're quite happy to publish ISP complaints data when it suits them.

* These are rolled-up complaints per 1000 customers, rather than specific numbers for a specific complaint.

SuperAllyB

Eva49 wrote: »

rhiw2001

Unfortunately - probably not!

If when you renewed your current mobile contract you were told your BB would continue; if you then receive a letter informing you of withdrawal of free BB while the contract is still current - your mobile contract was mis-sold.

If you were promised Free BB for Life - that is withdrawn and covered by Orange T&C's

Just as an extra, i had never ever asked about free BB continuing and in my contact with Orange I never claimed that I did. In my case I argued that having the free BB continue through 2 upgrades (new phone, same plan) it was reasonable to assume that it would continue throught a third. When I got the call from the special team my BB was continued until the end of my mobile contract.

Eva49

SuperAllyB wrote: »

Just as an extra, i had never ever asked about free BB continuing and in my contact with Orange I never claimed that I did. In my case I argued that having the free BB continue through 2 upgrades (new phone, same plan) it was reasonable to assume that it would continue throught a third. When I got the call from the special team my BB was continued until the end of my mobile contract.

Thanks, that's a fair point - and this is backed up as it is documented in your bundles on your mobile account.;)

numberseven

Have heard from a number of Orange BB users who have been cut off even though they have gone through the hoops like the rest of us. After a phone call to Orange they are back up and running. Even though I have had mine reinstated I think I will be off anyway.

On the question of the FOI required, why not just explain the problems that you are having with Ofcom and their inability to supply the required info to your MP and ask them to find out through the relevant Ministry. It would only take one template letter on here followed by a mass request to all of our MPs to stir someone into action. MPs don't like to be bothered by our problems.

andy55_2

I have just called Orange on 0800 9801716 I told them I wanted my broadband extending until the end of my mobile contract (2 year contract 12 months left on it) I didn't need any reference numbers but I told them I'd spoken to Ofcom (who told me to call the above number) and that when I'd renewed my contract I did so because of the free broadband continuing (I checked this when I took out the contract). The girl I spoke to took my details- land line number- mobile number and an email address (not my orange one as I can't seem to access it today!) They sent me an email straight away confirming my broadband will continue until my mobile contract ends. I didn't expect it to be quite so easy! Hope this helps anyone who is in the same position.

The_Future_is_Bright

numberseven wrote: »

Have heard from a number of Orange BB users who have been cut off even though they have gone through the hoops like the rest of us. After a phone call to Orange they are back up and running. Even though I have had mine reinstated I think I will be off anyway.

On the question of the FOI required, why not just explain the problems that you are having with Ofcom and their inability to supply the required info to your MP and ask them to find out through the relevant Ministry. It would only take one template letter on here followed by a mass request to all of our MPs to stir someone into action. MPs don't like to be bothered by our problems.

I could'nt agree more. Complaints to a Westminster MP is most definately the way forward as there are now MANY issues to deal with, ORANGE/EE in the limelight followed closely by OFCOM.:xmassign:

ALWAYS GET A REFERENCE NUMBER FROM OFCOM, SO YOU HAVE RE-DRESS WHEN THIS IS TAKEN FURTHER.

IdontlikeOrange

numberseven wrote: »

Have heard from a number of Orange BB users who have been cut off even though they have gone through the hoops like the rest of us. After a phone call to Orange they are back up and running. Even though I have had mine reinstated I think I will be off anyway.

On the question of the FOI required, why not just explain the problems that you are having with Ofcom and their inability to supply the required info to your MP and ask them to find out through the relevant Ministry. It would only take one template letter on here followed by a mass request to all of our MPs to stir someone into action. MPs don't like to be bothered by our problems.

A great idea, although not completely new. Someone has suggested it much earlier and even contacted their MP. This time, we might be in a stronger position for doing so.

Firstly, still no blanket decision from Enough is Enough (how can the law be reinstated on a case-by-case basis?!). Even those, who have reached a solution, free BB until the end of their mobile contract, still are not protected from being cut off.

Secondly, we are in a "deadlock situation" with Ofcom, despite multiple individual complaints, one group petition and requests for information under FOI (denied!).

If somebody can compile a template in the "nickbirkin" style, I'll gladly send it to my MP.
Last time I contacted my MP was over the increase of student fees before it was passed by the Parliament. If I remember correctly, it was a very simple online procedure. He even replied afterwards...