Orange 'Free' Broadband

annemone

Got letter from Orange saying 'free' bb will end on 20 Feb 2013 but stopped working 25 Jan without notice.
I had to use library internet, next day, to get orange free phone number. Orange/EE would not tell me if switched off as son's contract. Son later phoned them and asked for Mac code.
After speaking to Consumer Direct and Ofcom and getting case numbers, I phoned executive at Orange. He said it was ' locked' not switched off . But said 'free' bb was only a promotion that was continued by Orange from Wanadoo.
I have read posts but it seems even Cisas, who I also spoken to, have not got far with it.
I want to send a written complaint to Orange but wonder if it is worth it, and looks like I will have to get bb elsewhere.

ioscorpio

annemone
Follow Eva49's guide
# 3058
Eva49
16-01-2013, 10:35 AM 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.
Customers are now under duress to accept the current offer which is a substantial variation in terms, and has to be acceptable…[/FONT]

Eva49

annemone wrote: »

Got letter from Orange saying 'free' bb will end on 20 Feb 2013 but stopped working 25 Jan without notice.
I had to use library internet, next day, to get orange free phone number. Orange/EE would not tell me if switched off as son's contract. Son later phoned them and asked for Mac code.
After speaking to Consumer Direct and Ofcom and getting case numbers, I phoned executive at Orange. He said it was ' locked' not switched off . But said 'free' bb was only a promotion that was continued by Orange from Wanadoo.
I have read posts but it seems even Cisas, who I also spoken to, have not got far with it.
I want to send a written complaint to Orange but wonder if it is worth it, and looks like I will have to get bb elsewhere.

Hi annemone

If your son was told his free BB would continue when he renewed his mobile contract he has been mis-sold - this is key to getting the BB reconnected - please quote mis-sold contract when dealing with the exec office.
Additionally - Orange may have promoted free BB in order to retain the wanadoo customer base - but that was in 2006 and has continued ever since.
Stand your ground and do not allow them to fob you off!

Te1emachus

hi, I have broadband livebox and a second line for £5.11. "broadband" phoned me today to say that they could no longer continue my second line for technical reasons and that they would be switching it off. They offered me 500 free minutes, 1000 minutes international calls and a new £95 router for free if i moved the line rental from BT to them for £20 a month. I have a letter from them sent late last year saying that my service was not going to change. Can they really not continue this service because of technical issues?

ozgril2007

I successfully had my Orange contract ended and refund provided backdating to my first written communication back to Orange following their "free broadband is ending" letter.

I did this by raising my case through CISAS. My case to CISAS was due to service issues I wanted to leave Orange (EE). The service issues I stated were a lack of response to my emails and letters about the ending of free broadband.

This may be another avenue for some.

Paully232000

I havent checked this forum thread for a while but just looked again and cant believe that orange are still threatening to take away peoples free broadband before the end of their mobile contract.
Do they not learn!

Good luck to those who are still fighting, hope you get the same results as previous people have, including myself.

edthedead

edthedead wrote: »

I'll keep it brief (ish). Orange sent the letter saying our BB would be cut off on 4th November, then cut it off on 22nd October.... 2 weeks early! I complained and (eventually, after going to OFCOM) they extented it to the end of the mobile contract. So far so good!

They then took a week to reconnect it... que over 25 telephone calls and as many broken promises of 'it'll be on in 2 hours' etc

So, I request compensation. For the many hours spent on the phone, loss of service for a week though their error, bank charges incurrec becuase I could not access my online banking to transfer money so a DD was missed.

Orange made a 'goodwill' offer, but no where near what I was asking, so we reached 'deadlock'. They are now failing to follow their own complaint proceedure and refusing to send a dead lock letter due to it being a 'business decision'... missing the point! I'm not complaining about the withdrawal of the broadband but the, cutting my service off!

My only option now is civil court, filled out the money claim online form, not sent it yet... anyone done it yet!!

Well, I did it and they settled out of court at £235, £35 of which was the cost of the court action... it seems they don't like going to court!:T

Eva49

edthedead wrote: »

Well, I did it and they settled out of court at £235, £35 of which was the cost of the court action... it seems they don't like going to court!:T

Thank you for posting the outcome - and congratulations! :beer:

You are absolutely correct - Orange will not allow this debacle to reach Court - they know they will lose and would not welcome the ensuing publicity!
The tactics they adopt is bullying - so only the strong and most determined will get results!

PaulaBabe

RECORDED A CONVERSATION WITH ORANGE:

'Free Broad band for life' - Position according to Orange employee
'Cara Thorsby' (Supervisor with Orange in Glasgow) claims "even when you did agree to the contract in the beginning which is the length of the contract which would of been the 2006 - 2007 when you got that broadband, when that contract ended we no longer had to provide you with free broadband at all, because we did advertise it as broadband for life, it was broadband for the life of the contract, it wasn't for life of a human being if that makes sense..."

When asked to put their position in writing, she spoke to her senior manager ‘Bruce Morrison’. “He stated that we are unable to give that to you I’m afraid. We are not able to send out written confirmation of that.”

And…

“Obviously we do have statements from OFCOM which state that we do have to provide Broadband for the life of the contract, but we do not have to provide that any further than the life of the contract so there would be no reason for us to provide that written document.”

REALLY? Why wont your executive office get in touch or respond to letters - ORANGE / EE - your customer service stinks. Such a lying arrogant company!

the conversation was recorded and CISAS are dealing with the case - Orange defense is:
The Respondent respectfully submits that the element of the Claimant’s complaint that relates to the removal of the free discretionary broadband is outside the remit of the Scheme, relating solely to a business decision taken by the Respondent with regards its broadband service. The Respondent submits that this is the issue at the heart of the matter of the CISAS application and therefore the matters which flow from the decision are outside the remit of the CISAS scheme....

TO BE CONTINUED....

nobby1963

Hi Paula,

I know that this is a very very long thread but ....

There is nothing really new in your post - apart from the recording of your phone conversation.

CISAS won't deal with 'business decisions' cases.

If you want to extend your 'free' broadband till the end of your current mobile contract then you need to read Eva's guide and if the the only reason you renewed your mobile contract was because of the 'free' bb then you have a case on the grounds of being miss-sold to.

Good luck with your case.

Nobby.