Orange 'Free' Broadband

syco1

I presume they are already putting the line rental up to £14, and so are giving you the £5 home broadband for free. They guy I just spoke to me kept saying that at £14 Orange are the cheapest for home line rental and just wouldn't listen to the fact that Plusnet are £9.49.

WillBanyard

That is right and clearly they are pushing the individual benefit of this parkage while ignoring the fact that we already had broadband which we didn't have to pay extra line rental for. I believe we have to think about the fact that next month they could, under their terms and conditions, take away the free broadband, just as they have done this time. Plus the £100 cashback does make it cheaper over the year (£122 with cashback, compared to £168).

Eva49

WillBanyard wrote: »

So the letter says £14 for 18 months... so where does this offer figure?

http://www.orange-redirect.co.uk/topcashback-cb120/?WT.mc_id=ON_MEC_A_AffWin_TopCashBack&WT.tsrc=Affiliate&awc=3516_1347542462_ae95008fa3feeabc3dd8f54c69e44a5f

I had this conversation with the case manager allocated to me; currently I pay BT £14.60 for line rental + evening and weekend calls.
The 'Offer' from orange £14.00 line rental + 'free' BB will still leave me looking to pay extra for inclusive calls. (£18.50pcm)

The offer you show in the link is exactly the same as I will pay, but mine has allegedly 'free' BB while the other is £5 pcm!!!!!!

On discussion, the manager then said he thought evening and weekend calls were included in the £14pm............yeah right!!

Personally, I intend to follow my given route - mis-sold contract, and I have given them options
1) Free BB until my mobile contract finishes March 2014
2) Penalty free release from my mobile contract

Either way, my long standing business with Orange will be terminated ASAP

WillBanyard

I gave them options like that, and their response was that they would accept none of them. They also refused to send me a dead lock letter, which trading standards have told me I need in order to progess to higher powers. Orange believe that offering me their options of charging me more or taking away the broadband negate the dead lock status.

Eva49

I have just got off the phone to Orange Exec Office.
My case manager is not there but expected to be in tomorrow.

I have been told that 'talks' are ongoing within the company on how to deal with this problem........

They have been inundated with irate callers......no surprise there then! as a result a dedicated team have been set up.

I have told him that I received a further email changing the cut off date, as did another forum member, who, on inquiring was told that the initial date applied! He will feed that into the system.
On a further point, I said there were many offers, such as the one previously mentioned, which showed in fact our BB would NOT be free.

I have also directed him to this forum as he inquired which one I was on.

Finally he assured me that as soon as there was any movement within the company they would be on the phone to update me.

diamonds

^Hopefully thats real & not another script. The Exec team are amazing but very limited by official ways to sort stuff, they have had to do several upgrades & recredit my account the cost as "computer says no" to the logical way of replacement model based on handset OS & features not available as replacements offered by said computer.

These systems were put in place by France Telecom to save them money, not comply with the Sale of Goods Act, I could go on with many other experiences Exec sorted. The Exec team do their best within limited means & are ignored by Orange UK's top table on most counts of resolving the same situations over & over at software/procedure level as FT refuse to change such things.

calamity_h

Just received an email from Orange with the MAC and it starts "We're sorry to hear you want to cancel your Orange home broadband service. Did you know we have the UKs best value broadband and calls plans available to Orange mobile customers?" They may be best value now but after October they won't be. Regarding the link posted a few posts up, as existing broadband customers, I doubt we'd be entitled to the £100 cashback. Think I'm going to contact their Executive Office now and log a misselling complaint.

WillBanyard

No, existing customers are not eligable for the £100 cashback because to get it you have to call a number and be switching to them from another provider. They are happy to offer us a 12 month contract with broadband, line rental and evening and weekend calls for a total of £18.50 per month though, which is that deal without cashback, which works out worse than paying £14 a month, obviously. Unless you're particularly keen to limit your commitment to a 12 not 18 month contract.

Eva49

Diamonds: No it wasn't a scripted, but a spontaneous conversation, the exec office want this sorted ASAP before they all have breakdowns, but it has to come down from a higher level.

WillBanyard/Calamity_H: The offer listed (cashback) by Will...... £18.50pcm:
WE are still not getting 'FREE' BB as our email says!.......if I want the service I have now, it will cost me £18.50........same as the offer for half price BB only WITHOUT the £100 cashback!
The right hand doesn't know what the left hand is doing of that I am sure!.......I did point all these offers out in my phone call

Will: Have you put your complaint and what you would find suitable as a resolution, in writing?......also, did you get a case reference number from Ofcom?

syco1

Eva49 wrote: »

I have told him that I received a further email changing the cut off date, as did another forum member, who, on inquiring was told that the initial date applied! He will feed that into the system.

My e.mail received 7/9/12 quotes 17th. November.
The letter received 12/9/12 quotes 28th. October.

When I queried this I was told "whatever".
Also the reason for this whole farce was "the economic situation".