Orange 'Free' Broadband

Vdubster

Hello all,

Not posted in a while, been busy with work and email Orange to get my case sorted.

Anyway after many email and promises of phone calls which never came, I've now spoken to someone and been offered 3 things. Before i get to offers a bit of back story.

Been with Orange for years since they were called Freeserve, told every time i renewed that i would keep my broadband until the letter arrived stating BB was going to be cut off unless i moved the land line.

I was never going to sign the land line over so moved my BB elsewhere however was not happy at been mis-sold my mobile contract so have been asking for that to be ended and a PAC code given.

Currently on a Panther 20.50 contract with 100 min (+200 min for life) 500mb data and unlimited text. Currently have 12 months left of a 24 month contract

So my offers are

1) 6 month reduction of contract length
2) one time account credit of £80
3) 20% off contract price for the next 18 months

So as i understand it after 12 months of a 24 month contract i can reduce my plan anyway, so given the 3 options above i thought about taking the offer 3 and then reduce my contract to the lowest i can which i hope would be £10.50 making it £8.75 a month for the next 12 months.

However i then thought why not take offer 1 6 months off 12 remaining and then by rights i should still be able to reduce my plan to £10.50 then call up and cancel all together? Which i work out would be cheaper?

So i guess i'm asking you good people what should i do? I didn't think Orange would allow me to cancel right now penalty free and they aren't so whats best?

Thanks for the advice up to now and i hope others are near to a resolution?

James

Eva49

Hi Vdubster

Technically you should be able to insist on penalty free release - given that they are now reinstating Free BB to run concurrently until mobile contracts end - for those who complain.

As you have now moved your BB you could also insist they pay the costs of your new BB provider.

But ultimately that decision is yours alone to do whichever suits you best.

Angie

Eva49

13 November 2012

Dear

Thank you for sending Graham Howell a copy of your email and attachment dated 10 November 2012 to Ed Vaizey MP about Orange’s decision to withdraw free broadband.
Although Ofcom cannot get involved in individual complaints, we are interested to read about the experiences consumers have with their providers. I can confirm that Ofcom has formally recorded your complaint and will use the information for industry monitoring purposes.
The free broadband offer appears to have been sold and marketed as free as part of the initial sign-up process. It is not clear whether it was actively marketed as part of any discussions with its customers as an inducement for customers to then renew their contract. We understand that if customers do not want to sign up to Orange’s fixed-line services then Orange will allow customers to switch to a new broadband provider, without penalty.

Given that these are separate services, and have separate contracts, this is primarily a contractual issue. Customers should therefore check their terms and conditions to find out what these say in relation to the withdrawal of the free broadband service. If customers are not happy, it remains open for them to pursue a complaint with Orange. If it is not resolved to their satisfaction, customers can submit for consideration, a complaint to the Alternative Dispute Resolution (ADR) scheme. For the purposes of ADR, Orange is a member of Communications and Internet Services Adjudication Scheme (CISAS).

Ofcom is aware that some customers only renewed their mobile contract on the understanding and agreement that they would retain their free broadband service for the duration of the contract. We have been actively engaging with Orange on this issue to fully understand what happened. As a result of our engagement with Orange, we are encouraging customers to contact Orange directly to resolve their concerns if they believe they have been affected in this regard. Customers can contact Orange on 0800 980 1716 to discuss the options that Orange can offer to resolve the issue. We would expect Orange to deal sympathetically with these complaints, including providing information about access to CISAS who is a free and independent service for unresolved disputes.

While Orange withdrawing the free broadband cannot be prevented by CISAS, they should be able to consider a complaint about whether mis-selling incurred or the level of customer service received when making a complaint to Orange. The decision CISAS makes on a customer’s complaint must be kept to by Orange. However, a customer can reject CISAS’ decision and are free to consider legal action. CISAS can be contacted at:

They just don't get it do they? - Or is it a matter of - 'there is none as blind as those that do not wish to see?' grrrrrr :mad:

diamonds

Email Vaizey the reply you got, tell him his government funded & appointed regulator answers is not suitable to what was asked, and ask him to approach Ofcom bout the matters they ignored or failed to answer, also copy in YOUR MP as a formal complaint against Ofcom & Ed Viazey....this is how government departments try to wind you down so you go away, dont fall for their c/t-rap

A licensed & regulated company should not be allowed to break ANY UK legisaltion as part of their license agreement with their regulator & a regulator is not meant to pass the buck when its licensee's are doing exactly such - make sure you point that out in EVERYTHING you email out !

Breaking UK legislation is not a "dispute" its a crime, Trading Standards it at CAB & make a complaint against Orange & Ofcom to Orange, Ed Vaisey, Ofcom & copy in your local MP

Vdubster

Eva49 wrote: »

Hi Vdubster

Technically you should be able to insist on penalty free release - given that they are now reinstating Free BB to run concurrently until mobile contracts end - for those who complain.

As you have now moved your BB you could also insist they pay the costs of your new BB provider.

But ultimately that decision is yours alone to do whichever suits you best.

Angie

To be honest i'm fed up with this now, getting no reply to a complaint and having to do the leg work. I'm sure if i pushed and pushed and went down the legal route they would end the contract without penalty free but i can't be doing with all that.

I just want to end with the cheapest option to me, would i be right it thinking i should be able to take the 6 months off and then reduce my contract then end the contract? as this would work out the cheapest i would then move to PAYG elsewhere.

James

Eva49

Vdubster/James

If that is what suits you then go for it! - as long as you are happy at the end of the day that is all that matters;):beer:

Eva49

Dear Mr Howell,

Thank you for your response to my email and attachment sent to Mr Ed Vaizy, yourself & et al (10th November 2012)

I fully understand you are unable to get involved in individual complaints, however, I must point out this does not affect an individual but thousands of customers, as I am sure you are aware.

Please rest assured, this was actively marketed, and please note the bibliography supplied in my attached document to Mr Vaizy.

Please see following link to Orange advertising June 2006

http://web.archive.org/web/20060613062504/http://orange.co.uk/

I note you state Orange will allow customers to switch their broadband provider ‘penalty free’
You also state – Paragraph 4 – that these are separate services and have separate contracts; this is inaccurate.
Whilst I acknowledge two separate accounts/services, set up by Orange, no contract ever existed for free broadband - It was also documented and included within mobile accounts as a bundled service.
Simply put, one account could not exist without the other; this then negates the contractual issue you mention.

I also note your suggestion regarding ADR – please be assured I have had several in depth discussions with CISAS regarding mis-sold mobile contracts; as much as they would like to help their resources do not allow adjudication involving such huge numbers of consumers brought about by a not very well thought out ‘business decision’.

Perhaps you could suggest a further arbitration service?

For completeness, and in order for transparency, I now issue a further request under the freedom of information act, any minutes, recordings emails or notes from meetings/discussions around this issue with Orange be made available.

Yours faithfully


PS When clicking on the link be patient it is archived and takes a while to load

diamonds - I have pointed out to Ed Vaizey the fact that Orange are flouting uk licensing regulations whilst the regulator is turning a blind eye.

I have also been contacted by my local MP to meet and discuss in depth.

Will_B_Back

Brilliant letter Eva

Let's see them pick the bones out of that

Dublindel

Free broadband is neither free or an offer, its a negotiated part of your contract. To me its part of a £31 per month contract

Eva49

Dublindel wrote: »

Free broadband is neither free or an offer, its a negotiated part of your contract. To me its part of a £31 per month contract

Indeed!

Customers will not receive their broadband for nothing - they will still be paying a monthly line-rental charge - so any offer designated "free" is likely to produce complaints of misrepresentation from rival internet service providers. There have already been numerous complaints to the Advertising Standards Agency about the TalkTalk product.

Complete article here

http://www.guardian.co.uk/technology/2006/may/25/news.mobilephones