Orange 'Free' Broadband

DJTASK

OrangeLiedToMe wrote: »

Have Orange stopped sending out letters, or do we think everyone affected has been contacted already?

I was expecting another wave of anger/disgruntled users =D

Still no letter for me. Been with orange from the days of Wanadoo.

shindigger

DJTASK wrote: »

Still no letter for me. Been with orange from the days of Wanadoo.

Me too.
However i'm ready for them. Exit strategy in place.
Contract up on March 2nd.
Might give them the finger anyway, cos 3 are doing some decent deals at the moment.
Will probably be better off moving anyway cos of unlimited mobile data.

This little stunt shows that they are not to be trusted in future.
BIG misjudgement Orange, or whatever the **** you're called now.

shindigger

Update.
Just phoned the 0800 number. I had no OFCOM case number.
Nor have i had any notice re change of conditions.
I got told that my free broadband would not be terminated.
I also got told that it will not change regardless of if i sign a new deal in March or not. It will just continue.
I'm maybe thinking of leaving anyway cos i don't really trust them now.
I've been with Orange since 96, maybe this is having some bearing on things.

Very strange business this.

Eva49

shindigger wrote: »

Update.
Just phoned the 0800 number. I had no OFCOM case number.
Nor have i had any notice re change of conditions.
I got told that my free broadband would not be terminated.
I also got told that it will not change regardless of if i sign a new deal in March or not. It will just continue.
I'm maybe thinking of leaving anyway cos i don't really trust them now.
I've been with Orange since 96, maybe this is having some bearing on things.

Very strange business this.

VERY strange indeed - and good luck
I was with them from 97 .......

shindigger

Thanks.
Yes. Odd.
But i'm not able to trust them anymore.
I'll be off to 3 on the One Plan via Affordable Mobiles.
Free Xperia T, with unlimited everything and tethering for £27.

The only way i will sign a new deal with Orange now, is if i get a letter from the MDs office promising me free BB for the duration of my NEXT contract. Also, in reality, Orange cant get anywhere near that deal from 3.
So they've given me 2 good reasons to leave.

THATS how badly they got this wrong.
If they'd stayed quiet, i would have probably signed up again.
Not a chance now.
Idiots. Deserve all they get.

sjlmlk

My mobile contract expires in July,has anyone been released from their contact free of charge? I renewed my contract on the understanding my free BB would continue, the mobile office says the same old thing " BB and mobile are two different conracts" blah blah blah. Thanks

Eva49

sjlmlk wrote: »

My mobile contract expires in July,has anyone been released from their contact free of charge? I renewed my contract on the understanding my free BB would continue, the mobile office says the same old thing " BB and mobile are two different conracts" blah blah blah. Thanks

Yes, I was released penalty free - my contract didn't expire until March 2014 - you need to take mis-sold route

nobby1963

Things seem very quiet ? I hope this translates into Orange having had a re-think over the end of 'free' broadband .

Happy New Year all :beer:

FrozenChicken

I've been following this thread, and whilst I've had no letter, I've decided to get rid of my Orange BB. It's become really slow lately (2.5Mb compared to 6Mb 2 years ago).

However, when I called to get my MAC code, they did tell me 2 things:

1) The Livebox 2nd line service is being discontinued next month (as others have suggested).
2) They've got a retentions deal that's supposedly exclusive to Livebox users to upgrade to the Brightbox router: £20pm for line rental, unlimited broadband, and call package consisting of anytime UK, 64 international destinations, and 500 landline to mobile minutes. But obviously no 2nd line.

I didn't go for it, but it's not the worst deal out there, if you're going to use the call package.

IdontlikeOrange

An abridged reply from EE (called "Defence") via CISAS:
Claimant - myself
Respondent - EE

13. The Claimant last entered into an upgrade Agreement for the Orange monthly mobile telephone on 6 April 2012. The Respondent submits that upon the Claimant entering into his upgraded Orange monthly mobile telephone contract she would have been advised that at the time this was provided with the option of allowing the continuation of the discretionary promotional free broadband. In this instance, such a promotion would have continued at that time as the Claimant originally took advantage of the promotion on 14 November 2006 and had continued to maintain and upgrade her monthly Orange mobile telephone contract.
14. The Respondent attaches hereto at Schedule 2 the original terms and conditions that relate to the promotion in question for free discretionary broadband, which the Claimant would have accepted originally as the conditions governing the promotion. The Respondent submits that these terms and conditions clearly provide at clause 12 that such a promotion can be varied or cancelled at any time by the Respondent. The Respondent reiterates that this paragraph relates to matters that are outside the scope of the Claimant’s application and/or the Scheme, however, are discussed for completeness.
15. In light of the above, the Respondent submits that the information that would have been provided upon the sale of the upgraded monthly mobile telephone to the Claimant was, at the time, correct – ie. when upgrading the customer would be afforded the continuation of the promotion of free discretionary broadband. The Respondent submits that the Claimant would have been advised that at all material times this was a discretionary promotion of free broadband and that at the time of upgrading her monthly mobile telephone contract, such a promotion could be continued, however, this was at all times provided pursuant to the original terms and conditions, which provided that this was a discretionary promotion and so could be removed at any time. Therefore, the Respondent submits that at no time was there a customer services issue at or around the time of the upgrade, as the correct information was provided.
16. The Respondent submits that on the 30 August 2012, the Respondent would have been advised by email of the change to the discretionary promotion of free broadband. The Respondent submits that once the promotion was removed, the Claimant would have been liable, under the terms and conditions of the Agreement, to pay for the previously discounted broadband services and in the absence of payment, the service would be suspended.
17. The Respondent confirms that the Claimant would have been advised that unfortunately the Respondent was unable to deviate from the terms and conditions and therefore, the discretionary discount previously applied to the broadband would no longer be applied. The Respondent submits that the Claimant would also have been made aware of the CISAS Scheme.
18. In light of the above, the Respondent submits that they were entitled to change the terms of the discretionary promotion (discussed for completeness only), that at no time was any wrong information provided, that the Claimant was adequately advised of the changes with notice and that the Claimant’s complaint was adequately dealt with - ie. the customer services team attempted to resolve the matter, the matter was later escalated, the Claimant was advised of the outcome of the Respondent’s investigations and failing resolution the Claimant was advised of the existence of the CISAS scheme and allowed to disconnect. It is the Respondent’s case that the Claimant is simply unhappy with the customer services provided, as the Respondent did not deviate from the terms and conditions and therefore, did not resolve the matter as hoped by the Claimant.
19. The Respondent submits that the auto responses to the Claimant were reasonable in the circumstances. The Respondent made it clear to the Claimant by way of the auto responses (which is clear the Claimant received) as to alternative methods in contacting the Respondent whilst the Respondent’s email systems were unavailable. The Respondent submits that the Claimant could (and did make contact) with the Respondent via dialling 150 from her handset, calling from a landline, using the Respondent’s online ‘click’ to chat services on its websites or via the Respondent’s social media sites. The Respondent submits that such notification would have made it clear to the Claimant that it was unable to deal with the query by email and therefore would not receive a response. The Respondent submits that the alternative notification in detail to the Clamant as to contact the Respondent was entirely reasonable in the circumstances and the Respondent denies that the Claimant has suffered loss or that the Respondent has breached its duty of care to the Claimant in respect to this element of the claim. Accordingly the Claimant is not entitled to seek recovery of the sum.
20. In the alternative, the Claimant’s contract with the Respondent is for the provision of mobile phone services. The broadband service provided was free and the Claimant has therefore provided no consideration for the provision of the service. The Respondent therefore is under no contractual obligation to provide the Claimant with a broadband service, but only provided the service on the basis of a gift. Consequently, the Claimant’s mobile phone contract with the Respondent bears no contractual relationship with the provision of free broadband service as a gift and therefore denies the Claimant’s claim that she was mis-sold a more expensive tariff due to the provision of a free broadband service. The Respondent denies that the Claimant is due compensation as a result of this or due to alleged poor customer service provided by the Respondent.
21. The Respondent, for the reasons stated above, strongly submits firstly that the entirety of this application is outside the remit of the Scheme and in addition and in the alternative, that the Respondent acted properly at all material times and therefore, is not liable in any event to the Claimant at all.
The Respondent believes that the facts stated in this form are true. I am duly authorised by the Respondent to sign this statement.
Dated the 10th January 2013

Felicity Passmore
Legal Counsel

For and on behalf of the Respondent whose address for service is at:

Everything Everywhere Limited
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW