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  • 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 2
    • joolsleeds
    • By joolsleeds 21st Aug 12, 9:43 PM
    • 44 Posts
    • 20 Thanks
    joolsleeds
    What's next?!
    So, first mid contract price increase, now withdrawal of free broadband.

    Wonder when magic numbers go?! Can't be long.......
    No longer lurking
    • neil9313
    • By neil9313 22nd Aug 12, 11:11 AM
    • 687 Posts
    • 206 Thanks
    neil9313
    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?
    Originally posted by passatrider
    Orange have to only give you 30 days notice, I heard this was coming last month from a good contact in Orange. The PAYG was a loophole. There is nothing that you can do IMHO

    I have the Orange second line and that's going as well,

    The good news is that you might get a good deal.
    • neil9313
    • By neil9313 22nd Aug 12, 11:19 AM
    • 687 Posts
    • 206 Thanks
    neil9313
    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.
    Originally posted by BuntyB
    The call/email may be coming very soon.
    • neil9313
    • By neil9313 22nd Aug 12, 11:22 AM
    • 687 Posts
    • 206 Thanks
    neil9313
    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.
    Originally posted by calamity_h
    I suspect if your in contract you will keep the free BB
    • BuntyB
    • By BuntyB 22nd Aug 12, 11:30 AM
    • 226 Posts
    • 110 Thanks
    BuntyB
    Sigh, got the letter this morning. Though having a quick look at other BB / phone packages it seems to me that Orange are still the cheapest option unless anyones found better?
    • Leon W
    • By Leon W 22nd Aug 12, 12:46 PM
    • 1,679 Posts
    • 1,127 Thanks
    Leon W
    Got the letter this morning aswell.

    Just had a right old ding dong with some pillock at Orange. Renewed my mobile contract a few months ago as it was offered with more free broadband (I've been a customer since Wanadoo),
    and now this !

    Doesn't seem fair to me. I'll update this thread if I find out anything.
  • EmmaLWL
    Complain to Ofcom
    I am having same experience as everyone else. Took out a new contract with orange for a mobile phone with the understanding that the free broadband would continue and now they are saying I have to pay line rental to keep getting the benefit.

    I feel this comes under Ofcom's rules on mis-selling. I'm sure somewhere in the deepest darkest terms and conditions Orange have a get out. However when I renewed my contract I specially asked will be free broadband continue and I was told yes, without any caveats.

    Take a look at Ofcom's pages on mis-selling.
    • ioscorpio
    • By ioscorpio 22nd Aug 12, 12:57 PM
    • 2,323 Posts
    • 533 Thanks
    ioscorpio
    What exactly does the letter say, does it quote a deal to stay with them, or is it just the same deal as on their website?

    Topcashback are currently offering £101 cashback for a new customer if you take the phone line as well, but don't suppose you can cancel and sign up again as a new customer like you can with a mobile.
  • gjrwilliams82
    I've received the same email from Orange and have had several phone calls with their CS operatives to try to resolve the issue.

    Upshot of which is probably the following:

    Orange broadband will be transferred to BT - I'm already with them for the phone but am out of contract, I should imagine.
    Orange mobile contract (out of contract) will be going.
    iPhone 4S (I know I5 is coming but, hey...) will be ordered with Three.

    Orange? Pah! Just another colour in the rainbow.

    Shame because I've been with them since Freeserve and had a mobile with them since about 2002. They tried to put a lot on 'Customer Loyalty' to get me to stay with them. I said I'd think about it but they ought to bear in mind that my allegiance should really be with BT - after all the GPO installed our phone line! Showing my age, huh?

    I'm loathe to break with BT because their service has always been good, whereas in recent months, when I have had occasion to call Orange they've been overly scripted and quite unhelpful. They might be cheap, but are they the best?

    Where I live (right out in the sticks - no LLU for us...) BT (or a resold brand) is the only choice - everyone around here has an @btinternet.com address for their email.
    Last edited by gjrwilliams82; 22-08-2012 at 8:40 PM.
  • shamoon633206
    i donot know too much about orange broadband but i used DSL broadband that has very speed and high bandwidth....
  • calamity_h
    I rang BT to see if I can get out my current contract with them and when they asked why I explained that Orange said BT had hiked their third party broadband provider charges to Orange so their executive had taken the decision that they had to pass this increase on to the customers. The BT lady was quite surprised as she said BT had actually decreased their charges to third party providers so Orange are basically telling people a load of old tosh. I can understand them charging a bit maybe for Broadband but to start charging people £13.50 for the service if they don't move their phone line or £18.50 for the broadband and phoneline is a complete rip off, especially whey they assured me 7 weeks ago I would be keeping it for free. I wouldn't mind if they agreed to let me out of my mobile contract but they are being very inflexible. Also, I seem to be getting caught between the cracks of Broadband Customer Services and Mobile Customer Services and keep getting passed between the two and neither department seem to have much information as they keep having to put me on hold to "check with a manager". Has anyone been in touch with Ofcom yet and got any impartial advice?
  • calamity_h
    I suspect if your in contract you will keep the free BB
    Originally posted by neil9313
    Unfortunately not, £13.50 pcm if I want to stay with Orange for broadband only (first month free), or £23.50 with £5.00 discount for being a mobile customer if I take the home phone and broadband package. I asked about terminating my mobile contract when the free broadband ends but was told a big fat NO. Across the remaining term of my mobile contract, my supposed free broadband will cost me £270 if I stay with them. They said that at the time of my renewal 7 weeks ago they didn't know that BT were going to increase their charges to Orange, charges which BT have said have actually decreased. Trying to get anywhere over the phone with anyone from Orange is about as easy as herding cats!
  • jods73
    I renewed my mobile contract last Friday! I even metioned that the monthly price was a little more than I wanted to pay but at least I get free broadband as part of the package. Surely a perfect opportunity to tell me that within three days I would receive a letter telling me my "free" broadband is being withdrawn. Is this not mis-selling?
    • nobby1963
    • By nobby1963 23rd Aug 12, 4:56 PM
    • 305 Posts
    • 354 Thanks
    nobby1963
    I renewed my mobile contract last Friday! I even metioned that the monthly price was a little more than I wanted to pay but at least I get free broadband as part of the package. Surely a perfect opportunity to tell me that within three days I would receive a letter telling me my "free" broadband is being withdrawn. Is this not mis-selling?
    Originally posted by jods73
    You may have a `cooling off` period in which you are able to cancel ?
    Worth a try if you ask me.
    SMA 4000TL Inverter, 17 REC 235PE Panels, South facing, roof angle \ `ish, 3995 watt system.Installed Nov 2011.
  • absolutangel
    How can they get away with this?
    I've been with Orange since their Wanadoo days too, and have always kept my phone contract with them to get the free broadband. Every time I have renewed a contract I have specifically asked that it definitely included the broadband in the price and been told yes. I'm now in a position where my contract doesn't end until April 2013, to buy it out would be over £300 and come 16 Oct 2012 I'm not going to be getting broadband anymore unless I stump up for their home phone service. How on earth can this be right? Tried to speak to someone tonight but got fobbed off with the relevant department being shut. I'll be really interested to see if anyone finds out anything about the legality of this.
  • calamity_h
    I renewed my mobile contract last Friday! I even metioned that the monthly price was a little more than I wanted to pay but at least I get free broadband as part of the package. Surely a perfect opportunity to tell me that within three days I would receive a letter telling me my "free" broadband is being withdrawn. Is this not mis-selling?
    Originally posted by jods73
    That has to be sailing very close to the wind re. misselling - their emails started coming out on 19th and it would have taken them a while to devise their new scheme at world domination so they would definitely have known. They told me that when I renewed 7 weeks they didn't know which I don't really believe but 2 days before your renewal they would have. Maybe we need to highlight this to Watchdog or Rip Off Britain?
  • Normski3
    Another annoyed Orange customer
    I too have been with Orange since Freeserve days and have had free broadband with a monthly mobile contract for longer than I can remember. When I renewed my contract just over a week ago I checked whether the free broadband was still included and was assured that it was. Today I got the letter threatening to end my broadband if I didn't take out their landline package. Like others I got no help from Orange on this when I rang the number given and their explanation was that mobile and broadband were two different parts of Orange and that the broadband deal was unconnected with the mobile contract. That's not what they said when I first got the deal!
    I am now stuck with an 18 month Orange mobile contract which was only a good deal because of the free broadband. I don't want to change my landline to Orange but unfortunately they have me over a barrel if I don't want to increase my costs substantially. I really hate their cheek.
  • mw2655
    hi,

    i'm in the same boat..

    been with orange since the freeserve days..

    took out a new orange mobile plan 2 months ago which is only competitive due to the "free" broadband.

    been on the phone to customer services and the best they could come out with was "it's not illegal what we're doing"

    maybe not illegal but certainly immoral!!

    i only agreed to take out the mobile contact on the understanding that the package also included broadband and they should honour this.


    cheers matt
  • absolutangel
    Info from Ofcom
    Last night I filled in a contact form for Ofcom and have already had a response that includes this para - "While all providers will reserve the right to vary their contracts, Ofcom regulations are in place for protecting consumers. If consumers are being notified of a change which is likely to cause them material detriment, the provider must, under Ofcom regulations, give them one monthís notice of the change and inform them that they are entitled to terminate their contract without penalty if the change is not acceptable to them. As regards whether material detriment occurs, this depends on the particular nature and circumstances of the variation at issue. It would be for a consumer to pursue with their provider if a price change will cause a significant increase in their bills (and thus a material detriment) and can leave their contract without penalty."

    I'd say having to find broadband elsewhere and paying for it must be a material detriment, so I'm going to push to be allowed to cancel my contract.
  • mw2655
    hi,

    right, if enough of us complain to OFCOM which can be done online..

    http://consumers.ofcom.org.uk/tell-us/telecoms/sales/mis-selling-mobile-phone-services/

    OFCOM might open an investigation, they cannot however deal with individual cases.

    The address for Orange to write a complaint to is..

    Complaints dept
    Orange UK plc
    Po Box 486
    Rotherham
    S63 5ZX

    once I have complained to orange and we don't agree and they send a deadlock letter or 8 weeks from the initial complaint..

    i can then go to CISAS http://www.cisas.org.uk

    which is the independent ombudsman covering orange who can deal with individual complaints.


    cheers matt
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