Mis-sold Orange broadband with my mobile package!

EDW

I have just had a letter stating the 'Free' home broadband sold to me by the sales lady I spoke with at Orange, is to be stopped 8mths before the end of my contract.

If I want to close the contract due to my broadband being stopped, I will need to pay a £250 Fee.

If I want to keep the broadband, I will need to pay an extra £14 per month.

I have spoken with OFCOM who have advised:

1. Speak to Orange Customer Service and try to resolve.

2. Write to Orange Complaints & Dispute Department (they then have 8 weeks to respond) to try to resolve.

3. Take the dispute to CISAS.

I spoke to Orange Customer Services first (constantly placed on hold and transferred from dept' to dept'!) to try to resolve the problem but this proved to be a waste of time and no solution was offered, only the option of me paying them more money to keep the broadband or close the contract.

I will now write to the Complaints & Disputes Department requesting compensation for a day of my time (that has been wasted so far I'm sure there will be more!), £14 per month (the amount they want from me per month to keep it!) from the day the broadband stops, until my contract ends, compensation (yet to be calculated) for anytime I am without broadband (and thus unable to work) until I manage to get a new supplier to install a new connection.

If the dispute isn't then resolved, I will approach CISAS with a formal complaint.

I will then pursue Orange via the small claims court if required!

Does anyone have any experience in any of these areas?

I'm currently operating on sheer bloody mindedness and anger that they feel they can treat customers in such a terrible fashion!!!:mad:

Eva49

Hi there

There is a long thread re this already running on the following link

https://forums.moneysavingexpert.com/discussion/4133021

You are not alone......

Buzby

Sorry, but you've already lost the battle if you seriously think you can bill for your time to resolve the issue. As a consumer, you do just that - it is not an alternative to employment where there is an expectation of renumeration for work done.

Legally, they are allowed to change their tariffs (it even states this in your T&C's so a SMA would most likely fail). By all means register your annoyance and prepare to dump them, but you need to work within your agreement. They are, you're not!

EDW

Buzby wrote: »

Sorry, but you've already lost the battle if you seriously think you can bill for your time to resolve the issue. As a consumer, you do just that - it is not an alternative to employment where there is an expectation of renumeration for work done.

Legally, they are allowed to change their tariffs (it even states this in your T&C's so a SMA would most likely fail). By all means register your annoyance and prepare to dump them, but you need to work within your agreement. They are, you're not!

I was completely mis-sold the package if the broadband is removed from it before the contract expires, surely that must count for something???

As a self employed individual, I charge companies for my time!

It's due to an Orange representative mis-selling me a 24mth package that included broadband that my time is being wasted and thus I believe that they should compensate me accordingly!

Buzby

You are coming to this about-face. The product you purchased was mobile services - the BB was simply an inducement (or promotional feature) which they can amend as they see fit providing they give due notice of any changes yo the service, and they have done this.

As a self-employed individual, you will of course have contracted them to provide you with a business contract of service? If so, you will have a service level agreement (SLA) to cover for this eventuality. However, like many others, you will be using their consumer services for business purposes, and as such do not have this protection.

It is not sufficient to declare your business depends on it and as if by magic they are liable to you for any changes. Without taking on a business connection and the agreed SLA, you are in the same boat as all other domestic consumers, having Mis-bought, rather than being Mis-sold.

EDW

Sorry Buzby, the Orange sales person 'sold' me a mobile package which included 'FREE' broadband and this was the main reason for staying with Orange rather than migrating to a different network.

I had looked at a new mobile contract with O2 but with 'FREE' broadband being included in the package (the sales lady made no mention that this could be withdrawn before the end of the contract term) in made sense financially to renew my deal with Orange.

The package was put together by the sales lady and sold to me, I didn't create a list of requirements first, I didn't contact Orange to renew my contract, they contacted me and 'SOLD' me a package which included 'FREE' broadband and now they are taking that aspect of the package away before my contract finishes.

visidigi

Its not 'FREE' its free, I suggest you refer to the other thread and collectively fight this issue.