Orange 'Free' Broadband

Devon_Bex

Sorry I'm not a tiny bit useful in this 'campaign' against the cutting of free orange homeBB. But I want to share that I am FURIOUS after having spent the last 2 hours speaking to various departments of orange. Each customer service rep (ha ha) denied any knowledge of any case by case success in having BB extended to end of mobile contract life. I referred them to this website, read out letters from chief of operations etc and they simply said this entire thread was unreliable and could just be made up. Grrrrrrrrr. What now? My contract is due to cease on nov 15th so have little time for writing to MP. Grrrrrr again.

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 *******

Devon_Bex

I would just like to say a huge thank you to all of you who have investigated and put pressure in this area. Went to bed very frustrated after hours on phone to orange last night (using 150 and selecting home broad band). This morning I called 0800 9801716 and got straight through to a human being. I explained my free home BB was part of negotiations around me taking out mobile contract and they reinstated BB til end of my mobile contract! Yippppeeee. At last. Thanks again for those of you who helped put pressure on! Don't phone orange normal customer services, just the above number as other orange staff have absolutely no idea that BB is being reinstated on a case by case basis.

libete

As per Devon Bex, I've just called Orange, stated that I wasn't happy and that the broadband formed a central part of my mobile contract renegotiaton. I was instantly offered the continuation until the end of my mobile contract. Apparently, I'll get a confirmation email within the next 15 minutes - Result! :T

Will_B_Back

Well Done Devon Bex and libete,

So pleased your got what you are entitled to.

Could I be so bold as to ask that you join the "campaign" and sign RobbedRobbins petition .

It is because of people like RobbedRobbins, Eva, Nickbirkin,Nobby, Idontlikeorange,and others, too many to mention individually, that we are seeing results like you have reported today.

Again,well done and thank you for posting

Will

Pesky

Thanks Devon Bex I have also just called Orange and have had my broadband extended to the end of my mobile contract. the man I spoke to was very helpful and even phoned me back when my landline battery died on my phone, he called my mobile. I thanked him a lot for that and he was very patient when my email did not come through straight away as it ended up in my junkmail box

As for the petition I will sign it but am being a tad thick and don't know where to find it!

IdontlikeOrange

RobbedRobbins wrote: »

http://www.change.org/en-GB/petitions/ofcom-enough-s-enough-give-orange-ee-customers-back-their-free-broadband

Please keep signing, there are 176 signatures to date,so just the rest of the 89,824 unhappy EE customers to find!!!! Please post this link onto any social site you are a member of,or your entire email address list would do!

Please sign the petition!

A separate thankyou to Will B Back for promoting the much needed petition!

Mauls

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’.



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:

Eva, your guide isn't correct regarding CISAS. They should take the complaint, as noted in Ofcom's letter to you.

I have spoken to Ofcom about this, and they say that whilst the 'business decision' to no longer offer free broadband cannot be taken to CISAS, any complaint about misselling of a mobile contract in relation to it, or the way in which Orange have handled complaints or spoken to you most definately CAN be taken to CISAS.

If you are told otherwise, Ofcom have said they would like to hear about it.

Incidentally, failures in the Alternative Dispute Resolution (ADR) process are a matter for Ofcom to deal with directly (because the existance of ADR is how Ofcom are able to push aside all consumer complaints). To complain about how Ofcom are dealing with a matter within their direct remit, i.e. not your individual direct Orange complaint, you should tell whomever your contact at Ofcom is that you wish to lodge a formal complaint. If they do not respond satisfactorily, then you should escalate to [EMAIL="graham.howell@ofcom.org.uk"]graham.howell@ofcom.org.uk[/EMAIL] - Graham Howell is the Director and Secretary to Ofcom, and is responsible for dealing with complaints about the organisation itself. That response can itself be escalated to the Parliamentary Ombudsman (who is contacted via your MP).

Incidentally, has anybody been given details on CISAS by Orange?

Also, those reporting getting told 'inaccurate' things by Orange Customer Service when trying to resolve the matter. Orange are currently using this process to try to sell fixed-line telephone contracts (line rental for landlines). Therefore any misleading or deceptive things they say are a breach of Ofcom Condition 24.3 - in other words, it is a further case of mis-selling, this time of a fixed-line service. Ask for the name of the representative, note the time of the call, and report it to Ofcom.

Paully232000

Well done to all who have got their 'extensions', long may the letters keep rolling in to customers giving them what should never have been threatened to have been taken away in the first place.

Keep on at Orange if you don't get the confirmation emails

Eva49

Mauls wrote: »

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’.



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:

Eva, your guide isn't correct regarding CISAS. They should take the complaint, as noted in Ofcom's letter to you.

I have spoken to Ofcom about this, and they say that whilst the 'business decision' to no longer offer free broadband cannot be taken to CISAS, any complaint about misselling of a mobile contract in relation to it, or the way in which Orange have handled complaints or spoken to you most definately CAN be taken to CISAS.

If you are told otherwise, Ofcom have said they would like to hear about it.

Incidentally, failures in the Alternative Dispute Resolution (ADR) process are a matter for Ofcom to deal with directly (because the existance of ADR is how Ofcom are able to push aside all consumer complaints). To complain about how Ofcom are dealing with a matter within their direct remit, i.e. not your individual direct Orange complaint, you should tell whomever your contact at Ofcom is that you wish to lodge a formal complaint. If they do not respond satisfactorily, then you should escalate to [EMAIL="graham.howell@ofcom.org.uk"]graham.howell@ofcom.org.uk[/EMAIL] - Graham Howell is the Director and Secretary to Ofcom, and is responsible for dealing with complaints about the organisation itself. That response can itself be escalated to the Parliamentary Ombudsman (who is contacted via your MP).

Incidentally, has anybody been given details on CISAS by Orange?

Also, those reporting getting told 'inaccurate' things by Orange Customer Service when trying to resolve the matter. Orange are currently using this process to try to sell fixed-line telephone contracts (line rental for landlines). Therefore any misleading or deceptive things they say are a breach of Ofcom Condition 24.3 - in other words, it is a further case of mis-selling, this time of a fixed-line service. Ask for the name of the representative, note the time of the call, and report it to Ofcom.

Mauls - it shouldn't be correct but it actually is - I have had many conversations with CISAS in regard to this and it was about mis-selling - Perhaps you would try giving them a call and see if you can get a better result