Orange 'Free' Broadband

diamonds

ADR means nothing Orange pay for the outcome, small claims court it as ADR is not needed to proceed to court.

David_P_4

You'llneverwalkalone@ post #322

I'd Refer you to my post #269

Letter Recieved from Orange 03sept 2012:
As the removal of a FREE product is a business decision we are unable to offer customers deadlock to take the matter to independent arbitration.

[Ofcom must know this, yet they are advising you to take your complaint to a higher level inside Orange. In other words you are getting the runaround]

Of course BB was never a FREE product as stated by Orange, as highlighted in my post #269.

Yet by claiming Broadband was a Free product, Orange think they can avoid offering an independent arbitration. And Ofcom support this by allowing Orange to falsely claim that the Broadband for life was a FREE product.



[Orange are in breach of a number of mis-selling and misrepresentation acts here.]

Its a corpotocracy folks. An industry, where regulators are dominated by corporate Influence. And where the Law exists to support those with the deepest pockets.

Orange should be dragged through a court, and held accountable.

Also, Orange released the news of their cancellation of the broadband, to coincide with the 8 week CICAS ruling. They are cancelling the broadband in October, 8 weeks after the letters were sent out.....Yet CISAS will not look into your complaint, until after 8 weeks has passed! By which time they will have cancelled the Broadband.

Sick Joke.

It's all been orchestrated by Ofcom and CICAS and Orange prior to notice of Oranges intent to cancel [!Free!] Broadband even being sent out.

www.theyworkforyou.com

Send a letter of complaint to your MP. And highlight the fact that this will affect hundreds of thousands of people currently receiving Orange BB.

Ofcom regulations are most certainly NOT in place to protect consumers as they have stated. Its a blatant lie. The opposite is in fact true.

Can anyone direct consumers to a post, simplifying details of how to take Orange to Court?

A simple step by step process?

MrMister

After escalating my complaint over the phone, I was promised a call back within 5 working days.

Its now 10 working days and still no call back. I refuse to call them, because I dont have a couple of hours to waste being cut off and/or being put back to the start of the menu.

I put my complaint in writing by email to customer.services@orange.co.uk and received the following response.

---

Whoops, due to issues beyond our control we are currently unable to handle your email query. If you need to contact us by calling us on 07973100150 from a landline (landline calls are charged at local rates if you're a BT customer, but if you're with another provider it may cost more so do check). You can also contact us whilst you're abroad on 07973100150, where calls are charged at international rates.

In the meantime, you can always check or manage your account online at orange.co.uk/your account

Our technical teams are working hard to restore the service to you

----

So I forwarded my original email, and the above response to executive.office@orange.co.uk and got this back

----

Thank you for your email addressed to the Orange Executive Office.

We appreciate the time you have taken to write to us, however in order to resolve any issues you have, you would be required to contact our Customer Service team. Our Customer Service team is equipped to deal with all issues relating to Orange products and services. Should you be unhappy with the response you have the right to make a request for your complaint to be escalated to a Team Manager and then if still unresolved to the relevant Operations Manager. For details of our complaints procedure please see the Orange Code of Practice for Consumer Affairs, a copy of which can be found online using the following link.

https://www.orange.co.uk/codesofpractice

Please contact Orange Broadband on 07973 100150 (150 from an Orange mobile phone) or email customer-service@uk.orange.com, whereby a member of staff will be happy to assist you and if necessary will escalate your issue to a Manager.

Whilst we appreciate the above is not the response you had hoped for, the Executive Office is responsible for a variety of work practices and as such is not necessarily the quickest route to resolve an issue. Please be assured that resolving any complaint or issue as quickly as possible is our primary concern.

Regards

Orange Executive Office

----

HOW ARE YOU ACTUALLY SUPPOSED TO COMPLAIN TO THIS COMPANY ???

Grrrrrrrrr. Sorry for the rant. And the shouting. I've now posted my complaint to them, but if they cant abide by their own complaints code of practice by phone or email, I don't hold out much hope of them abiding by it for postal complaints either.

Eva49

I am positive Orange reps. are watching this thread in the hope it will fade and die.

The announcement of their 4G Ofcom backed roll-out in 2012, and rebranding of ‘EverythingEverywhere’ today, make me question is this the reason for their ‘commercial decision’ to withdraw ‘Free for life’ BB?; a revenue raising exercise to help fund the up and coming 4G services?


Just a thought!

diamonds

http://ee.co.uk the new brand, are they thinking FREE customers are that stupid they will return to EE not knowing its Orange or T-Mobile ? lol

syco1

Still no phone call back from The Exec Office, which I was promised on Friday. Usual response from Ofcom, nothing to do with them, wait eight weeks etc.
Personally, I suffer from anxiety type health problems and this has tipped me over the edge. I can't allow my health to suffer, so I have to take the route that all I can do is to cancel everything I have with Orange as soon as I can do so, and make sure all my family and friends do the same. I will never do business with EE/Orange/TMobile again.
I just hope I can get the refund from BT of my yearly line rental, so I can ring Orange for my MAC code.

you_llneverwalkalone

I have come off the phone to Orange. The customer service reps are truely a joke. Not one of them knew how to deal with this. All of them just kept transferring my call.


Forgot to mention.. Apparently i,m unable to have a recording of the call when i renewed my mobile contract because it wasn,t recorded & now my complaint is esculated what good that,ll do!

Eva49

Have emailed Olaf Swantee CEO Orange/T-Mobile/EE
............will not be holding my breath though!

syco1

I am conducting an Internet campaign to publicise all this on any forums I can find - ie
http://www.thestar.co.uk/community/sheffield-one-of-first-cities-to-get-new-4g-mobile-service-1-4917668

you_llneverwalkalone

I,ve just tweeted Martin Lewis to ask if he,ll get involved in this. Maybe he,ll see it and get some media attention on this.

Is it possible to contact him here?

Just an idea...