Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • passatrider
    • By passatrider 19th Aug 12, 8:29 PM
    • 805Posts
    • 764Thanks
    passatrider
    Orange 'Free' Broadband
    • #1
    • 19th Aug 12, 8:29 PM
    Orange 'Free' Broadband 19th Aug 12 at 8:29 PM
    I've been an Orange broadband user since the days of Wanadoo takeover.
    Now, when I took out a phone contract a few years back I was given Home Broadband 'free for life' or so I thought. This was provided you kept the phone contract and it was a plan over £30.

    Two years ago I left my contract and went Orange Pay as You Go as I was informed that as long as I kept my Orange phone and kept credit on it, the free Broadband would still continue.

    Today, I get an email from Orange informing me that my 'Free for life' Broadband will cease from 17/10/12 as I no longer have a contract with them - even though I left my contract in October 2010.
    To continue with this offer I have to take out an Orange phone plan again and also take a Home phone plan.

    Where do I stand with this?
Page 1
    • bod1467
    • By bod1467 19th Aug 12, 10:24 PM
    • 14,794 Posts
    • 13,463 Thanks
    bod1467
    • #2
    • 19th Aug 12, 10:24 PM
    • #2
    • 19th Aug 12, 10:24 PM
    Did you get the previous acceptance (two years ago) in writing? If yes, did this offer come with any terms attached - specifically that they reserve the right to change the acceptance criteria at any time?
    • passatrider
    • By passatrider 20th Aug 12, 8:57 AM
    • 805 Posts
    • 764 Thanks
    passatrider
    • #3
    • 20th Aug 12, 8:57 AM
    • #3
    • 20th Aug 12, 8:57 AM
    Did you get the previous acceptance (two years ago) in writing? If yes, did this offer come with any terms attached - specifically that they reserve the right to change the acceptance criteria at any time?
    Originally posted by bod1467
    Unfortunately I did not no. I just went with the advice that I was told at that time.

    I think that means then I'm Up !!!!! Creak without a paddle then?
    • shaggy
    • By shaggy 20th Aug 12, 9:03 AM
    • 1,015 Posts
    • 191 Thanks
    shaggy
    • #4
    • 20th Aug 12, 9:03 AM
    • #4
    • 20th Aug 12, 9:03 AM
    Unfortunately I did not no. I just went with the advice that I was told at that time.

    I think that means then I'm Up !!!!! Creak without a paddle then?
    Originally posted by passatrider
    unfortunately so. I think in any case Orange wouldnt have been so stupid to offer the broadband uncontionally free for life. There would have been a get out clause somewhere like they can give you a months notice to start charging etc.

    Just take it as a bonus you've had free BB for so long and move on.
    • prowla
    • By prowla 20th Aug 12, 10:20 AM
    • 10,788 Posts
    • 9,948 Thanks
    prowla
    • #5
    • 20th Aug 12, 10:20 AM
    • #5
    • 20th Aug 12, 10:20 AM
    It's probably free to customers or something like that.
    • passatrider
    • By passatrider 20th Aug 12, 1:15 PM
    • 805 Posts
    • 764 Thanks
    passatrider
    • #6
    • 20th Aug 12, 1:15 PM
    • #6
    • 20th Aug 12, 1:15 PM
    *Update*

    I've just had a call from an Orange representative confirming that free broadband is ending as of 17/10/12.

    I've decided to move to Plusnet instead now as well as moving my mobile to Giffgaff.

    Orange have lost my 8 years of custom for good now. Shame, as I never had any real issues with the service.
  • sherby69
    • #7
    • 20th Aug 12, 4:07 PM
    • #7
    • 20th Aug 12, 4:07 PM
    I have had a nightmare ringing Orange today about the same email. Spent 1.5 hours and have got pretty much nowhere.

    The only reason I carried on paying a £30 a month mobile contract with Orange was to keep my free broadband. Orange are saying it will cost me to end my mobile contract as my pmobile is a seperate matter. Im arguing that the only reason i took the contract was the for the free broaband.

    Surely if they can no longer deliver what they promised i should be allowed to leave with no penalty?
    • macman
    • By macman 20th Aug 12, 4:46 PM
    • 43,580 Posts
    • 18,715 Thanks
    macman
    • #8
    • 20th Aug 12, 4:46 PM
    • #8
    • 20th Aug 12, 4:46 PM
    No, because the broadband was a 'free' offer which could be terminated . That does not void your mobile contract.
    No free lunch, and no free laptop
    • passatrider
    • By passatrider 20th Aug 12, 7:48 PM
    • 805 Posts
    • 764 Thanks
    passatrider
    • #9
    • 20th Aug 12, 7:48 PM
    • #9
    • 20th Aug 12, 7:48 PM
    I have had a nightmare ringing Orange today about the same email. Spent 1.5 hours and have got pretty much nowhere.

    The only reason I carried on paying a £30 a month mobile contract with Orange was to keep my free broadband. Orange are saying it will cost me to end my mobile contract as my pmobile is a seperate matter. Im arguing that the only reason i took the contract was the for the free broaband.

    Surely if they can no longer deliver what they promised i should be allowed to leave with no penalty?
    Originally posted by sherby69
    It seems not, you won't be able to cancel the contract as it was just an offer.

    What really annoyed me more than anything was telling customers that they 'have' to take out Orange Home phone to continue getting Home Broadband.
    • bod1467
    • By bod1467 20th Aug 12, 9:06 PM
    • 14,794 Posts
    • 13,463 Thanks
    bod1467
    I have had a nightmare ringing Orange today about the same email. Spent 1.5 hours and have got pretty much nowhere.

    The only reason I carried on paying a £30 a month mobile contract with Orange was to keep my free broadband. Orange are saying it will cost me to end my mobile contract as my pmobile is a seperate matter. Im arguing that the only reason i took the contract was the for the free broaband.

    Surely if they can no longer deliver what they promised i should be allowed to leave with no penalty?
    Originally posted by sherby69
    Might be worth transferring this one over to the Consumer Rights board. I can't remember for sure, but I recall that any "free" offer that came with a contract forms part of the contract. If the free portion is removed (whilst the contract is still in force) then the terms of the contract have changed.

    Think of it another way ... if you buy something and it comes with a free item (e.g. buy a TV and get a free bluray player) - if you return the TV (either for change of mind, or you get a refund because it is faulty) then you have to also return the "free" bluray player.
  • calamity_h
    The future definitely is not bright!
    I'm in the same position - Orange took over my Wanadoo broadband account in 2006 and offered me free broadband if I took out an 18 mobile contract with them which I did and have continued to renew as the cost overall was cheaper with the free broadband despite their mobile contracts, coverage and service not being the best available.

    My contract period ended in May but I stayed with them whilst researching iphone contracts and to stay with Orange, whilst not the cheapest contract, worked out about the same taking the free broadband into account and the hassle factor of moving both contracts. So, at the end of June I upgraded to a 2 year iphone contract (which was more expensive than my previous package and longer) but checked with Orange on two separate occasions before committing that I would still retain my free broadband and was told that I would so I proceeded on this basis which I would not have done if the free broadband was no longer part of the deal. If they are now removing the free broadband offer, I am definitely going to be paying more for the next 22 months. I rang them today and they kept saying I could keep the broadband provided I moved my line rental over to them but I canít do this as I renewed an 18 month contract with BT recently so Iím stuck. Iíve been trying to find the terms of the original offer on the net but am not having much luck so apart from having the names and dates of conversations with their sales people who confirmed I would retain the free broadband, Iím in a weak position. I just donít see how they can get away with enticing customers to renew a contract with them with a free offer that they then recind less than 10% of the way through the contract.
    • BuntyB
    • By BuntyB 21st Aug 12, 9:56 AM
    • 226 Posts
    • 110 Thanks
    BuntyB
    I to have been with Orange since around 2006 and I have kept up my mobile phone contracts to enable me to continue to receive the free broadband. So far I have not heard anything about my free broadband ending.
    • ioscorpio
    • By ioscorpio 21st Aug 12, 11:22 AM
    • 2,323 Posts
    • 533 Thanks
    ioscorpio
    http://web.orange.co.uk/documents/ice/termsandconditions/terms.pdf

    It does not mention "free for life" in the t&c

    I received free broadband in 2007 but upgraded to the £5 unlimited and free 2nd line service. My mobile contract finished in April 2008, but I have still been getting broadband for £5 since then. I had heard that Orange was going to stop the free 2nd line from their broadband package.

    http://en.wikipedia.org/wiki/Livebox
    Discontinuation of Second Line Service

    The Second Line was a VOIP service which included a separate telephone number, was withdrawn for new customers on 17 September 2010[1].
    In September 2011, Orange Shops in the UK began offering the Netgear DGN1000 router which has no facility to accommodate a Second Line making the service a legacy only facility. As of August 2012, existing customers are being notified that the Second Line service will be discontinued from 17th September 2012 and any calls made using the Second Line will be charged at the standard rate by the customer's line rental provider.
    Orange help pages still refer to the Livebox when setting up broadband and include references to the Second Line[2].

    I have not received an email as yet from Orange saying that either of the services were ending.
    Last edited by ioscorpio; 21-08-2012 at 11:35 AM. Reason: Added Info
    • ook
    • By ook 21st Aug 12, 11:25 AM
    • 21 Posts
    • 3 Thanks
    ook
    Same here very annoying, I've just got a letter today saying that it's £14 month now for Broadband, unless I sign up for their phone package. Annoyingly, I just signed up for a new mobile contract last month. Plus, I can't have their phone package as mine is under a contract with BT.

    Probably, will change my broadband supplier. I think there are a few cheaper alternatives.
  • epsilondraconis
    So it's not just me then...

    I phoned their executive office yesterday after not getting anywhere with their customer service providers and was on the phone with the executive office for over 50 minutes (I was waiting in for a delivery and there was nothing on TV!). I was unable to get anywhere with them. Sometimes the people in the executive office pull some strings or give you something as a sorry, but there was nothing offered.

    I was told that on this occasion they are not making any exceptions for anyone because otherwise what happens is that people go and post those details on the web and they get loads of people phoning them expecting the same. I was very surprised to hear that people post on the web trying to help others ;-)

    The executive office number is 0800 0790134. Perhaps others will be more successful than me; however on this occasion it seems Orange is standing firm.

    If you phone them, they will ask you where you got the number for their executive office - I told them an Orange customer rep gave it to me. The person I was talking to told me that they shouldn't have told me that. Well, 12 months ago when I took out my mobile contract, the customer service rep shouldn't have told me that me broadband would be free for the full 18 month term of my mobile contract when I specifically asked them to confirm the deal. (I am now locked into a contract with another landline provider like some others on here and so couldn't get out of it anyway.)

    When my mobile contract ends in March next year I will actively seek a cheaper mobile contract. Previously I haven't really looked because the free broadband was always the deal clincher for me (especially when I'm not paying that much each month anyway).


    If anyone does have a favourable response from phoning the executive office, I'd be grateful if they post it on here so we can all bombard them will calls asking for the same!
    • ioscorpio
    • By ioscorpio 21st Aug 12, 1:48 PM
    • 2,323 Posts
    • 533 Thanks
    ioscorpio
    So it does not look like they want to keep us as customers, I am going to lose cheap broadband, free anytime calls and free international calls. I am surprised that you guys who still actually have a mobile contract with Orange are going to loose out as well, I can understand them taking it away from people who are not paying anything to them, but I am still paying them £5.11 a month.

    I presume they want everyone taking out their phone line contract with their broadband.
    • ook
    • By ook 21st Aug 12, 3:44 PM
    • 21 Posts
    • 3 Thanks
    ook
    Spoke to Orange and requested to cancel my broadband, they didn't seem to budge on the broadband offer, unfortunately. They seem very keen to push the home phone offer.

    I explained I'm locked into a BT contract who I signed up to because I moved house and they were offering a cheap line activation fee. Was going to go through with the cancellation, but they offered to pay up to £50 of the cancellation fee of BT to get me out of my BT contract, so just trying to work out what's cheapest before I decide.
  • espresso
    Spoke to Orange and requested to cancel my broadband, they didn't seem to budge on the broadband offer, unfortunately. They seem very keen to push the home phone offer.

    I explained I'm locked into a BT contract who I signed up to because I moved house and they were offering a cheap line activation fee. Was going to go through with the cancellation, but they offered to pay up to £50 of the cancellation fee of BT to get me out of my BT contract, so just trying to work out what's cheapest before I decide.
    Originally posted by ook
    Do you realise that Orange gave up on it's own broadband network and has effectively handed it over to BT? Obviously they now have to pay BT to use their infrastructure and presumably get a better deal when broadband and phone line are provided to them by BT as a combined package. Orange had considered pulling out of broadband all together, as their service was so poor and customers were leaving in droves to find better.
    Blue text on this forum usually signifies hyperlinks, so click on them!..
  • malgiliath
    Orange free broadband
    Just spoke to the customer services rep with specific regard to the letter that I have just opened quoting

    "Our records show that you no longer have an Orange pay monthly mobile plan registered at your address."

    I did explain to him that the phone I was calling on was the one I pay £36/month to Orange and that my wife would be curious to know who the money was going to.

    At first he said that the quoted line should not be there and was a marketing error but did admit that he has had a few calls like mine today. Looks like someone gaffed on that one big style.

    I am not too worried about the free broadband as BT have Infinity in my area now and I will be moving anyway.

    Seems a shame really that Orange are doing this as I too have been a customer since the Freeserve days and al in all I have never had any problems with Freeserve/Wanadoo/Orange, perhaps this is a reflection of the merge with T-Mobile to make the group that no one hears about, "Everything Everywhere". Looks as though this could be moving to "Nothing, Nowhere"
  • smiffyrst
    just got in from work and got the letter from orange, again as everyone else always stayed with orange mobile contract for years due to the fact that free broadband came with my phone package, looks they like they have us over a barrel still got 15months left on my contract and was also told i would keep free broadband if i signed up for another 2 years mobile contract. i also double checked this would be the case for the next 2 years and was assured this was the case.
    why is it these companys can just walk all over customers that have stayed loyal for years,
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

1,282Posts Today

7,409Users online

Martin's Twitter