Orange 'Free' Broadband

Paully232000

Orange is top of the list............for complaints that is

http://www.bbc.co.uk/news/technology-20768990

"Internet service provider Orange has knocked TalkTalk off the top position in Ofcom's broadband complaints chart.

Figures for the third quarter of 2012 show a higher proportion of Orange customers lodged complaints about its broadband services than any other firm.

The spike in complaints is believed to be linked to Orange's withdrawal of a free broadband offer"

brilliant, and some people thought that complaining would not get anywhere.

ellfie

Hi all,
Thought I should let you all know, after months of getting nowhere with Orange I follwed the advice on here and complained to Ofcom and CISAS. Orange did eventually come back and offer to honour my broadband until the end of my mobile contract but this was after 10 weeks of continually phoning them, speaking to numerous different departments and a stream of e mails, non of which were answered within their published timescales and complaints procedure. Again, due to the info provided on this thread I complained to CISAS, not on the basis of broadband being removed, (business decision!) but due to the fact that they did not adhere to their complaints procedure and also duress caused, not to mention time taken.
The adjudicator awarded the continuation of my free broadband until the end of the contract and also a 3 figure sum (although I had claimed higher compensation).
I would advise however, if anyone does intend to claim compensation, ensure that there is a justifed breakdown of the compensation claimed.
:T:rotfl::beer:

huggons

Livebox Second Line Service ending for All customers 28 Feb
According to Orange, when they called me this evening.
Letter in post to all customers to inform them.
40000 letters going out

ioscorpio

The last correspondence from Orange regarding my 2nd line was in April, saying as long as you use it, it will continue, but if you don't use it for 3 months it gets stopped.

Wikipedia
ORANGE CUSTOMER SERVICES UK 22 AUGUST 2012 SAID: "Although it's true that we no longer offer the Secondline Service with our new broadband packages, those customers already using the service will be able to continue to do so.
If we can see from your account that you haven't used the service for more than 90 days, then our Head Office will close this for non-use. If you use this on a regular basis, however, your Secondline Service will remain active for as long as you wish to use this."

huggons

Wikipedia also showing...

Definite discontinuation of second line service in 2013
In December 2012, Some existing users of the second line have started receiving a letter from Orange stating that "from February 2013, you second line service will no longer be available." The letter just explains that it is "because the system we use to provide your second line is closing". In replacement of VOIP, some customers may be offered free calls from their main home phone line with the "new Bright Box" consisting of:

• free calls to UK landlines
• some UK mobile minutes
• any time landline calls to 64 countries

wheeldeal

after following advice from here and making lots of phone calls and sending e-mails i got released penalty free from mobile contract,my orange account is now closed

Eva49

wheeldeal wrote: »

after following advice from here and making lots of phone calls and sending e-mails i got released penalty free from mobile contract,my orange account is now closed

Great news! persistence pays

diamonds

Hows the MP going Eva ?

Eva49

diamonds wrote: »

Hows the MP going Eva ?

Diamonds - no news yet - but I don't expect to hear until into the new year. Saw him on 8th Dec, various points were noted that he wanted to look into - but I will post just as soon as I have any news

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]

Time to repost
For anyone new to the forum and process