Orange 'Free' Broadband

moon777

Just discovered that it might be worth complaining to The Internet Service Providers Association (ISPA), which i found out about under paragraph 2 here:
http://www.ispreview.co.uk/new/complain/official_isp_complaints_handlers.php

which states:

Many of the markets more reputable ISPs are also members of the ISPA (MEMBER LIST), which is an Internet trade association that represents the interests of UK ISPs. The group also runs its own ISPA Code of Practice that all members must abide by and is designed as a commitment to good business practice.

If your ISP’s Internet support and or complaint procedures (no.1) have failed to resolve the problem within 10 working days of the original case being opened then you can also submit your dispute directly to the ISPA via an online form. This is highly recommended as it will put added pressure on the ISP to resolve the problem or risk their status with the ISPA.

Online ISPA Complaints Form
http://www.ispa.org.uk/consumers/complaints-form/

No doubt EE /Orange will just say this is a mobile issue and not an ISP issue! Still they have put me into major complaining mode now!

matt-hill

Hi all.

I have been reading these posts with interests for a number of days now..

I have finally won against Orange!

I too have had the usual letters about BB stopping etc. I recently (about 8 days) prior to getting the letter upgraded my Orange contract for another 18 months.

I rang the exec office and actually complained there then went through to Orange retentions on my mobile and said I wanted to cancel my contract at no cost to me and walk away as they were changing my contract etc etc.

Blah blah spoke to some normal call centre monkey :eek: then asked to speak to his manager.

Got put through and basically the long and short of it is I have had 8 quid a month taken off my £30 p/m contract for the length of my remaining contract - £144 quid!

And I've cancelled my orange BB and moved it FOC charge with no additional monthly cost to SKY!! :T:rotfl:

WIN WIN alround!

Vdubster

matt-hill

How long is your contract and how far into it are you?

matt-hill

18 months and now less than one month

Vdubster

Doesn't sound much like a win to be honest You could of got the money off easy after less than a month.

But if your happy then well done and keep your fingers crossed for the rest of us, lol

montage

matt-hill wrote: »

18 months and now less than one month

But couldn't your upgrade of been returned under 30 days anyway?

Sounds a bit like they just given you a better retention offer that was probably there in the first place.

Good result for you though....

cedrickerry

I have been trying to keep up, but just wanting some advice really. I work full time and have 11 month old twins so my head is mush! what steps should I take. i have 12 months left in my contract (only taken for free broadband) and had the second letter saying cut off 10th Nov. They are sending things to my old name (I got married and told them 5 years ago!) and I still have an old wanadoo box (haven't used the second line for 6 years. Should I call Orange on the number on my letter and moan and try and get out of my contract, call the exec number, ofcom or what. Normally good at all this stuff but I just can't get my head round it. Thanks for someone being understanding in advance x

moon777

cedrickerry wrote: »

I have been trying to keep up, but just wanting some advice really. I work full time and have 11 month old twins so my head is mush! what steps should I take. i have 12 months left in my contract (only taken for free broadband) and had the second letter saying cut off 10th Nov. They are sending things to my old name (I got married and told them 5 years ago!) and I still have an old wanadoo box (haven't used the second line for 6 years. Should I call Orange on the number on my letter and moan and try and get out of my contract, call the exec number, ofcom or what. Normally good at all this stuff but I just can't get my head round it. Thanks for someone being understanding in advance x

Well we are still waiting for Orange to decide what to do - if anything. Its probable that the best hope of getting a result/deal is to follow the complaints procedure and get an ofcom ref number.

I would recommend you do this: (originally posted by someone else - Eva49 if I remember!)

Complain to ofcom and you will get an email with a ref number, ring the exec office quoting that number, make a note of who you are speaking to, then email/write your complaint to orange marking it for the attention of whoever you spoke to. The ofcom form takes a couple of mins, you will get an email back within a few days. Then email/write to Orange pointing out the miss selling, that you only renewed to keep the free broadband. Then wait for some movement or not like the rest of us!

Ofcom complaint

Use the link to a form half way down the page: "I have been mis-sold a service and want to complain to Ofcom"

Orange Exec Office Tel: 0800 0790 134


Email: [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL]

matt-hill

At the end of the day ive got a cheaper mobile contract for the next 18 months. Suits me.

And I've got free BB from sky.. with no contract tie in.

Good Luck to the rest of you

Eva49

matt-hill wrote: »

At the end of the day ive got a cheaper mobile contract for the next 18 months. Suits me.

And I've got free BB from sky.. with no contract tie in.

Good Luck to the rest of you

Well done Matt..............how did you get the free sky BB?.......were you already a sky customer?