Orange 'Free' Broadband

WillBanyard

I was told the were the special team, then that they were not on 0141 568 1347, which is just the BB sales team really.

Back on the phone to Keith now.

The last sales person I spoke to told me I had to send another email to [EMAIL="customer-services@orange.co.uk"]customer-services@orange.co.uk[/EMAIL] to request a deadlock letter. I could have been told this four weeks ago. Very worried they are enticing me into beginning the complaint proceedure again from scratch. I asked if I'd have to get another ofcom complaint reference, and she didn't know.

MissB_2

Deadlock letter sounds fun - whats a one of those exactly then?
And, knowing Orange, is it liable to change halfway through?
MissB

WillBanyard

MissB wrote: »

Same again for me - but when I called to register my OfCom Case # with Exec Office, they put me back on to this team and another circular conversation - no movement and just plain rude.
They are stating 'it's not our fault if you don't know what you signed in your contract', basically.

No chance of cancelling mobile based on the broadband removal, because they're 'separate contracts' even though one is used as an incentive for the other.
and round... and round... and round...

I'm still leaving both 'services' (:rotfl:) at the earliest opportunity but I am so fed up with this.

It is bullying.
So why are they getting away with it?
MissB

The keyword being SIGNED... which none of us probably did. They also will not mail me my two signed contracts for mobile and broadband.

ANYWAY... The team that I just spoke to is NOT the special team, according to Mr. Keith. So we're still waiting, really.

I'm assured that the numbers that they call from do come up as a telesales number, but it is not so. They are simply numbers that have been allocated to be used by the special team, and if you have been called you will not be able to reach them back by calling that number yourself.

Add a drop of confusion.

ShugMonkey

Well I still haven't heard anything about this apart from here and Watchdog, and I have emailed THEM to ask what's going on.

Out of the 70000 users, how many have actually been contacted?

Anyone know how to set up a facebook campaign to get the real number of affected, and notified, BB user numbers.

WillBanyard

MissB wrote: »

Deadlock letter sounds fun - whats a one of those exactly then?
And, knowing Orange, is it liable to change halfway through?
MissB

Deadlock letter supposedly has to be issued when neither party can agree on a way to move forward. You can then take this letter to CISAS, at which point they will represent the individual case.

Right now, Ofcom will not get involved because they only deal with "significantly high numbers of complains" and CISAS will not get involved until 8 weeks have passed from your initial complaint or you receive a deadlock letter. Ofcom represent en-masse and CISAS for individual cases.

Eva49

Mr Keith told me this morning that deadlock letters will not be forthcoming as it was.......and I hate saying it again!.........A business decision that CISAS will not adjudicate on!

In fact, Mr Keith told me, that if resolution is not possible the onus will be on us to take legal action

However, he did follow that up with he didn't think Orange would allow that to happen and definitely would not want it

montage

Eva49 wrote: »

Just had a very interesting conversation with CISAS

It would appear Orange were already under investigation by Ofcom prior to this, although he could not go into detail.

Even though we have been miss-sold and they are clearly in breach of contract CISAS cannot act because of the business decision which involves thousands.

So Orange are hiding behind that term, and as much as CISAS would like to help, they cannot!

CISAS can only handle individual cases.

..........

The previous investigation thats on going is in reference to the price increase a few months back.. They said in reference to that they have never received so many telephone calls about one company and one issue ever before.... and as you said it on going.

watchdog

MissB wrote: »

Same again for me - but when I called to register my OfCom Case # with Exec Office, they put me back on to this team and another circular conversation - no movement and just plain rude.
They are stating 'it's not our fault if you don't know what you signed in your contract', basically.

No chance of cancelling mobile based on the broadband removal, because they're 'separate contracts' even though one is used as an incentive for the other.
and round... and round... and round...

I'm still leaving both 'services' (:rotfl:) at the earliest opportunity but I am so fed up with this.

It is bullying.
So why are they getting away with it?
MissB

They are getting away with it, because they believe they can get away with it.

Clearly, Orange executives thought they could treat their customers with contemptuous disdain, and didn't bargain on this fightback. Not a single word of explanation, or apology, has come from the lips of the faceless and hubristic Orange executives, hidden away in their ivory towers. They have simply left entry level staff to 'man' the phones, and take all the flack.

What Orange need to properly understand, is that a customer lost, is a customer lost for ever, and those lost customers will retell their anecdotal story of this Orange nightmare ad nauseum. A customer retained however, will recognise the service and goodwill provided to them, and the good gospel is spread instead.

For me personally, we have now passed the Rubicon.

This appalling PR exercise has dragged on and on, and it has become a farce. I no longer whish to be a participant. Whatever Orange offer, I have decided to consolidate my broadband with BT, my existing land line provider.

My guess is that it will now take weeks to obtain a MAC code, given Orange's lassitude in other areas. Has anyone any experience of the time scale involved, and is a MAC code essential ? What if they do not release MAC codes to the disgruntled masses ?

Eva49

MAC code should take 5days to get issued

I think you then have 30days in which to use it?..........ie register with another network

I am unsure if you need to give notice to Orange?..............doubt it but worth inquiring when you get your MAC

BT should be able to help you with the process........if you have already spoken with them?

Eva49

MissB wrote: »

Same again for me - but when I called to register my OfCom Case # with Exec Office, they put me back on to this team and another circular conversation - no movement and just plain rude.
They are stating 'it's not our fault if you don't know what you signed in your contract', basically.

No chance of cancelling mobile based on the broadband removal, because they're 'separate contracts' even though one is used as an incentive for the other.
and round... and round... and round...

I'm still leaving both 'services' (:rotfl:) at the earliest opportunity but I am so fed up with this.

It is bullying.
So why are they getting away with it?
MissB

[FONT=&quot]Orange retained their Mobile Contract Customers by offering ‘Free BB for Life’ as an inducement to renew their Mobile Contract for a minimum term, and most of us relied upon that representation that Orange would not remove this incentive, certainly, it was not foreseeable at the time of renewal this would be to my detriment some months into a new contract.

Customers are now under duress to accept the current offer which is a substantial variation in terms, and has to be acceptable……which for me, it is not.

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The law says that a service provider or shop must not try to sell you a contract which is misleading in any way.
This page tells you what to do if you think your contract or product has been mis-sold.


Your contract doesn’t reflect what the salesperson said

If your written contract does not match the terms you agreed with the sales staff when you bought the service, you may have been mis-sold the contract.
You should make a formal complaint to your service provider. You can ask that the terms of your contract be changed to match what the sales person said. If they do not resolve your complaint satisfactorily, you can report them to the Office of Fair Trading.
If your service provider has a term in your contract which says they disown statements made by sales staff, that would be un unfair contract term.
If the statement made by the sales person is false and it influenced your decision to buy the service, this is called misrepresentation. If this is the case, you can cancel your contract without charges and may be able to take legal action for compensation. A false statement which influenced your decision to enter into a contract is also an example of an unfair commercial practice. This is a criminal offence.


http://www.adviceguide.org.uk/englan...d_internet.htm
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