Orange 'Free' Broadband

Ivana_B_Rich

I've read a lot, but not all, of this thread. I've been an Orange customer for many years, and like most of you only kept my mobile with them because of the free broadband.

I've spoken to them a couple of times since I got my disconnection letter and was pretty much fobbed off. :mad:

So today was my last try. I rang Ofcom, registered my comlaint and got my reference numer. I phoned Orange (EE) gave them my reference number and started my speech. I didn't even get to utter the mis-selling line before I was offered free broadband to the end of my mobile contract .

So, thank you to everyone who has posted and thank you for all the advice and the easy to follow instructions. :beer:.

:money:

6343

I have just found this forum. I have been an orange mobile user for 12 years and have had my free Wanadoo broadband from the start when I signed my first £30/month contract. I changed my phone contract over years and each time asked how it would affect by braodband contract, each time I was told it was a separate department and product and would have no bearing on changing my mobile contract. I moved house 4 months ago and it took a few weeks to get my orange broadband up and running, but we got there. But suddenly 2 weeks ago it was turned off, I have received no correspondence from orange and when I call they say they have never heard of my braodband contract, my details do not exist. So needing to stay connected I have ordered sky broadband and had to sign upto their landline as well. I thought it was just me but this forum has made me realise I am not alone and given me the incentive and advice to complain - thank you.

The_Future_is_Bright

Originally Posted by Eva49
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/a...e-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/englan...d_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.[/FONT]
[FONT=&quot]Customers are now under duress to accept the current offer which is a substantial variation in terms, and has to be acceptable…[/FONT]

HOPE THIS HELPS:T

parko2112

Hi everyone

Just to add to all of those who have had their letters, two in my case, the second proposing a final cut off of my free home BB on 27th November. I too had a few calls from the Orange BB team asking me if I was going to take them up on their fantastic (sic) deal, but always told them I was still looking around (which I was).

I'm so glad I found this forum and the advice given (particularly that from the brilliant Eva49) has been excellent. I never once rang Orange to complain as I wanted to be sure of my facts before I did.

I drafted an email, using what I had read on here, then rang OFCOM, explained my situation and got my complaint reference and inserted it into my email. The guy at OFCOM also gave me the following number to call at Orange : 0800-980-1716.

I sent my email to Orange Customer Services and also the Executive Office. I had the familiar 'bounceback' email saying that they were having 'problems' with their email system and that I should contact Customer Services, but I knew that this would be next to useless as they are not the ones who can really help you.

So, next day, I rang the above 0800 number (of course using the excellent '0800 Wizard' app to convert to a normal number) and got through to Orange (Executive Office?).

Anyway, I explained my situation in a calm, rational manner (using all of the arguments from others on this thread, especially that I had registered a complaint with OFCOM, don't forget they will ask for your reference number) and within 9 minutes, they had offered me an extension to my free BB to the end of my contract (Jan 2014) with unlimited downloads. The following day, I received my confirmation email from the Orange BB team confirming everything. Result!

As others have said, the most important thing to do is to firstly make your case to OFCOM, and get their all important complaint reference, as Orange will ask for it. Do not rant and rave at the person at Orange and you will almost certainly get an extension. The T&Cs confirm that is only done on a 'case by case' basis.

Thanks to everyone who has offered advice on this matter on the forum. I wouldn't have known where to start.
Hope this helps. Best of luck everyone.

parko2112

bod1467

FYI
0800 numbers are free (except from some mobiles).

evekb

Hi Everyone
It seems that Orange are breaking their promises on other delas as well as the "Free broadband" we were all promised....
A few years ago i was on a "10% Loyalty Discount" scheme which i recieved every time i renewed my contract - i believe i had got it up to around £10 a month over 3 contract renewals.... this was supposed to be for as long as i remained an orange customer. I realised a few months ago that it had dissapearred from my bills, in fact its been missing for at least 2 years. I have emailed and called Orange several times about it but they have never replied to my emails and when i call i dont get anywhere with the so called "customer service" staff.
Does anyone else remember this discount and do you know if i can insist on having it back as i have stayed with Orange all the time.
Thanks

IdontlikeOrange

evekb wrote: »

Hi Everyone
It seems that Orange are breaking their promises on other delas as well as the "Free broadband" we were all promised....
A few years ago i was on a "10% Loyalty Discount" scheme which i recieved every time i renewed my contract - i believe i had got it up to around £10 a month over 3 contract renewals.... this was supposed to be for as long as i remained an orange customer. I realised a few months ago that it had dissapearred from my bills, in fact its been missing for at least 2 years. I have emailed and called Orange several times about it but they have never replied to my emails and when i call i dont get anywhere with the so called "customer service" staff.
Does anyone else remember this discount and do you know if i can insist on having it back as i have stayed with Orange all the time.
Thanks

I also have a loyalty discount. As yourself, I think it should stay as long as you renew your contract with Orange.

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 225 signatures to date,so just the rest of the 89,775 unhappy EE customers to find!!!! Please post this link onto any social site you are a member of,and mark it "public" so loads of people see it,or send it to your entire email address list would do! Signatures are getting close to the number of original poster numbers on this forum, but there are MANY more unhappy customers out there and in the NEWS section of the petition is the link to Eva49's HELP GUIDE so if affected friends don't find this forum initially they can find it via the petition to get the help they need.
WE NEED A LOT MORE SIGNATURES FOR IT TO MAKE ANY IMPRESSION ON THE POWERS THAT BE SO PLEASE KEEP PASSING IT ON!

Please sign this petition and spread the word about it! We need more signatures to stop the Orange mess!

nelsonpk

Hi all,

Dont think for a minute that orange are only using underhand methods regarding free broadband packages.

been with them since wanado and on Free broadband since it started. so just bit the bullett and decided i would have to give in and take the line rental plan.
£23.50 a month broadband, all calls and rental and inc of vat, 12 month contract. seems ok

I asked from the start how are payments handled as i could not do or did not want to do DD as self employed and needed billing. This is no problem as you can pay as you go by by a monthly bill which can be paid at the post office or online....great seems ok.
signed up.

Asked to be put through to accounts at end of call so i could add wife to system so she can deal with account...wait......wait
added wife to account......then just asked about the billing again and was told its DD or nothing,.....WHAT!! spent 20 mins doing the deal then get told by orange accounts that i've been miss sold the package.....so asked for this in writing ...sorry can't do that.

but told by there own staff i have been miss sold by sales. and guess what their not interested either take it or leave it.

Oh and then 4 emails come through showing contract is for 18 months.....rang them and they said,,,no its really 12 months honest..honest really is, fingers crossed behind there back i think.

I wish i had a list of orange employees and managers so i could rip off/scam them if did work for them.

so what to do....im going to post this on every forum i'm a member of and then some......as for the MP in the jungle she'd be better off sorting these !!!!!! out if she wants to make a name for herself.

IdontlikeOrange

nelsonpk wrote: »

Dont think for a minute that orange are only using underhand methods regarding free broadband packages.

Agree. From my own experience with Orange for many years. Some forumites would agree too. "Orange" seems to be a business practice. Dishonest, underhand, doublefaced and indiscriminate. Not only with customers but in general. Their relationship with Ofcom looks very very strange to say the least.

Enough is Enough indeed!