Orange 'Free' Broadband

MrMister

After a month of trying to sort this out, and being promised a call back 5 times, a complaint email being returned and a complaint letter being ignored...... I have finally contacted ofcom and got a reference number.

Very helpful chap from ofcom said that as orange havent followed their own complaints code of practice then CISAS would be very helpful. He also said that CISAS would not be able to force orange to continue giving me free broadband, the best I could hope for would to be release from my mobile contract early, which would be great cos I'd be straight over to giffgaff saving £30 ish a month.

He also said that for every complaint lodged with CISAS, orange will get charged a £400 case handling fee, which made me feel nice n warm inside

road_hog_2

very tempted to post exec office phone number all over fb, just to make it easier for people to give them as much grief as possible,

MrMister

road_hog wrote: »

very tempted to post exec office phone number all over fb, just to make it easier for people to give them as much grief as possible,

Well let me ring them first. I want to get through lol.

Hmmmmmn. I havent used my 'spare' facebook account in ages as well

Eva49

Having been contacted by the 'special team' yesterday and made my 'offer' whilst mulling it over, I did 1471 to find the number of the team, a little slow of me I know!

The number 01415 679 060 is in Glasgow, and in fact the chap I spoke with was a Scot.
On doing a google search on the number, it comes up as a telemarketing number :mad: grrrrrrrrr

http://whocallsme.com/Phone-Number.aspx/01415679060/2

So............. I have been back on the phone to the Exec Office!!!!!!!!

Keith assures me this is not telemarketing, but one of the 'special team'.............yeah right!

The 'team' consists of 3/4 members, but are not in the same office!
They are supposed to be Rotherham based, who knows!

He is emailing the 'team manager'................he has no telephone number, which we knew.
I have told him I want my land line number removed immediately from this telemarketing number!

Bottom line, they are only addressing/correcting the 'material detriment' aspect of the cases............when I asked about cancelling contracts he gave no reply.........I reminded him some people had already moved their broadband and it needed to be considered.
I also pointed out, that while they may have offered me something that is equal to what I now pay, this was only on the proviso that I transfer my land line to Orange which I was now extremely unhappy about doing as it then ties me to orange as a BB provider.

I also asked about escalating to a higher level of management, but did not get a definitive reply.

CISAS cannot deal with it as it was a business decision.......I asked him to clarify the definition of that.......he could not as it is a 'legal term'.........on this basis they will not be issuing letters of deadlock!

Oh yes...............if resolution cannot be reached, the onus will be on us to take legal action.............which Orange do not want

MrMister

Ive just spoken to the exec office, and the lady asked Keith to put me on the list.

They pretty much said I was on the list and that someone would called me back. I've been promised a call back 6 times now over the last month, and had 2 written complaints ignored.

It is a blatant act of miss-selling. How can orange justify telling you at renewal that you'll continue to receive inclusive BB and they cut it mid contract?

A few usefull bits of info I did aquire though.

"The specialist team work 7 days 8am-9pm"

"Your broadband will not be cut off until you have reached a resolution with the specialist team"

Bit ambiguous that last comment.

montage

Lets face it the only reason they don't know who they are is because its been out sourced and there pullin a deaf en.

I was told its the Original team who are doing the calls with new *ahem* "offers" .. Well this original team was clearly a sales team and by their attitude it wouldn't surprise me not part of Orange.

I wonder if the whole removal of Free Broadband has been outsourced from the start and the lack of info and organisation stems from this.

MrMister

montage wrote: »

Lets face it the only reason they don't know who they are is because its been out sourced and there pullin a deaf en.

I was told its the Original team who are doing the calls with new *ahem* "offers" .. Well this original team was clearly a sales team and by their attitude it wouldn't surprise me not part of Orange.

I wonder if the whole removal of Free Broadband has been outsourced from the start and the lack of info and organisation stems from this.

Sounds absolutely spot on

Eva49

Ambiguous indeed and can we believe it!

I was also told, that the Executive Office want resolution asap as they have 'other work to do', to which I replied, 'as you are the highest level to which I can take my complaint then I am afraid I will keep phoning until resolution is reached'

Who else are we to phone?............even at the highest level of consumer complaint they do not have a phone number to call just an email address!

Eva49

montage wrote: »

Lets face it the only reason they don't know who they are is because its been out sourced and there pullin a deaf en.

I was told its the Original team who are doing the calls with new *ahem* "offers" .. Well this original team was clearly a sales team and by their attitude it wouldn't surprise me not part of Orange.

I wonder if the whole removal of Free Broadband has been outsourced from the start and the lack of info and organisation stems from this.

Yep! that sounds about right!

Was definitely BB sales who contacted me under the guise 'special team'

Unable to discuss termination of my mobile contract!

I expect a special team to be able to address all aspects of this miss-sold contract.

They must think we are all muppets.............excuse me!

MrMister

Eva49 wrote: »

Yep! that sounds about right!

Was definitely BB sales who contacted me under the guise 'special team'

Unable to discuss termination of my mobile contract!

I expect a special team to be able to address all aspects of this miss-sold contract.

They must think we are all muppets.............excuse me!

So whats your next step ? Ring the Exec Office back and complain about being miss sold a mobile contract ?