Orange - Vent, warning and a little advice?

CKhalvashi

As you're probably aware, I've vented about Orange on several occasions, however one problem seems to be leading onto another with them. I'm hoping to get the attention of the Orange rep by posting full details here.

The only praise that can be given is that they've admitted wrongdoing on their part, however now comes the time to get to the 'correct' levels of problem solving, without claiming too much or too little.

The problem seems to have started in April, where several payments seem to have, never showed as having been paid in the first place, despite bank statements showing otherwise.

Orange have lovingly cut service to my personal mobile, cutting off the company internet at the same time (they're on the same plan in my personal name), which in turn has sent computer systems shutting down all over the place.

My credit rating (reasonable amounts of 0% debt trending each month, but everything always paid off in full) has been filled with late payment markers and a default at this.

Thankfully, the company mobiles were unaffected.

Our accountant puts an estimated loss at upwards of £50,000 for the problems above, and I'm inclined to agree with her. This included 3 days of complete non-productivity, with phone systems for one company diverted to another, and spates of a few hours here/there (every computerised system we use, across 6 entities and 14 sites relies on this connection). Their collections dept. were refusing to life a bar during an investigation on their part, over a disputed £472 balance.

I'm not going to ask for this much unless it goes to court, however what do you MSEr's feel is a fair sum to ask in such circumstances? It's taken them almost 3 months to restore the account back to how it should be, causing huge disruption in the way.

The only reasonable offer I've had so far is 'if you want to get out, it'll cost you £1000-ish, and we don't offer compensation'. Would this £1000-ish be considered reasonable to claim from them in these circumstances, as they're effectively creating a win-win situation?

CK

RadoJo

Do the Ts and Cs relating to business accounts have a service agreement? I would have thought that lack of service due to an error their end would be equivalent to a technical fault, so if they specify compensation levels within their package (or if you negotiated them when you took out the contract) then that would be a good starting point.