Orange 'Free' Broadband

WillBanyard

Hi, i've not yet had a chance to put it in writing as I'd have to get to the real post office to send it recorded delivery. I have logged with ofcom and got a confirmation email, with an estimated 5-7 days before they reply.

calamity_h

Have just come off the phone from Orange's Executive Office and for once had a sensible, helpful conversation and actually feel I have received some customer service of worth for a change.

I gave my Ofcom complaint number and the lady opened up an Ofcom response form and took all the details I provided regarding all my conversations with Orange over this which took 20 minutes. She has advised they are aware of the situation where people feel they were missold their mobile contracts on the basis of "free" broadband. Orange are awaiting a response from their legal team with regards to this but have created a database to log all queries in relation to those affected so I would suggest that the more of us who ring Ofcom and then the Executive Office the better - united we stand, divided we fall, etc.

I was also told that the usual Customer Services teams will not be able to see the Executive Office case notes on this complaint as they are the highest authority within Orange so if I had further need to call to ring the Exec Office again and ask for her so that she could progress it and was given her full name.

I also had a proper non-scripted apology for all the confusion, contradiction, time and calls I have had to make. Not getting my hopes up with regards to early termination of my mobile contract or extension of "free" broadband but it's nice to be treated like a customer rather than a defenceless victim at their mercy.

Eva49

calamity_h: I agree with your above post, I think if you go with an ofcom ref no you are definitely treated in a totally different manner
.
Obviously, they are going into this with a fine tooth comb
They may have dotted the I's and crossed the T's in their T&C's.......but the mis-selling is the route I have taken.

I had to laugh on the link will_banyard posted........if you scroll down the link

Award winning broadband from Orange
'Voted No1 for customer service in Ofcom Customer Service Survey Feb 2011'

Hmmm with 4G roll out given exclusively to orange/t-mobile/EE.......makes me question exactly what IS going on with Ofcom and EE......certainly seems a 'cosy' relationship!

WillBanyard

According to one customer rep at Orange, they had already run the removal of broadband from us through Ofcom before actioning it... Forgot to add that earlier.

Eva49

I remember being told ofcom where aware during my initial call.....that was before I became constructive.......had only just received my email and had a red mist before my eyes

Eva49

WillBanyard wrote: »

Hi, i've not yet had a chance to put it in writing as I'd have to get to the real post office to send it recorded delivery. I have logged with ofcom and got a confirmation email, with an estimated 5-7 days before they reply.

If you call exec office with your ofcom ref no, you should then be assigned a case manager; you can then email your complaint FAO to exec office, let me know if you need email address, whoever that may be, as written and posted complaints all end up there but take ages to go through the system

diamonds

Eva49 wrote: »

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.

And there lies the problem, the Orange top who dont care nor listen to their OWN Exec office...since FT took over that team have been a NO point for FT for the office workload sake or customers, many great people work there, overuled by idiots known as PROFESSIONALS at the top.

diamonds

WillBanyard wrote: »

Hi, i've not yet had a chance to put it in writing as I'd have to get to the real post office to send it recorded delivery. I have logged with ofcom and got a confirmation email, with an estimated 5-7 days before they reply.

Cheaper on next day 1PM delivery.

Paully232000

Hi,

I am affected to and been reading this post.
What is the address of the team I should write to with my complaint to go along with the others being received.
Thanks

Eva49

you would be best to get an ofcom case number
ofcom tel: 020 7981 3040

Then call Orange Executive office quoting ofcom case no.

Orange Exec Office tel no: 0800 0790 134

Get the name of the person you speak to in executive office tell them you will be sending complaint via email for their attention.

Then send your letter of complaint to
[EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL]
marking it FAO and the name of the person you spoke with

If you send it via post it will eventually end up at the exec office but will take a while to go through the system