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Standard User vimto_girl
(regular) Mon 08-Oct-12 15:53:39
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Free Broadband End Threat from Orange


[link to this post]
 
Has anybody managed to stop Orange from shutting off their free broadband? Any advice/tips/contacts to achieve this?

Several family and friends have received letters from Orange saying their free broadband is coming to an end, along with the threat that if they do not sign up to Orange's line rental and call package, then their Broadband will be cut off at a specified date.

Surely this isn't allowed?

Under the T&Cs of the offer and Orange Broadband account, the free broadband offer shall remain for as long as you have an eligible mobile plan. The mobile contracts have all been renewed with the explicit enticement/promise of free broadband with it, and we all have the printed contract summaries from Orange with the free broadband offer listed on there as part of the plan.

(As expected, phoning Orange Home is a nightmare, with their usual mix of lies, rudeness and disdain to the customer...)

They have conveniently left exactly less than two months, which means an absolute impossibility to refer to CISAS before the broadband is shut off.

Thanks
Administrator MrSaffron
(staff) Mon 08-Oct-12 18:30:09
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Re: Free Broadband End Threat from Orange


[re: vimto_girl] [link to this post]
 
Gone to a 3rd party e.g. CAB with the contracts to get a third opinion.

Andrew Ferguson, andrew@thinkbroadband.com
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User XRaySpeX
(eat-sleep-adslguide) Mon 08-Oct-12 19:24:06
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Re: Free Broadband End Threat from Orange


[re: vimto_girl] [link to this post]
 
In reply to a post by vimto_girl:
They have conveniently left exactly less than two months, which means an absolute impossibility to refer to CISAS before the broadband is shut off.
Why is it impossible? All you need is a deadlock letter from them in response to a formal written complaint to go to their ADR organization. Don't phone!

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC


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Standard User vimto_girl
(regular) Mon 08-Oct-12 22:28:35
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Re: Free Broadband End Threat from Orange


[re: XRaySpeX] [link to this post]
 
In reply to a post by XRaySpeX:
In reply to a post by vimto_girl:
They have conveniently left exactly less than two months, which means an absolute impossibility to refer to CISAS before the broadband is shut off.
Why is it impossible? All you need is a deadlock letter from them in response to a formal written complaint to go to their ADR organization. Don't phone!
Cos of this: "Dear xxxx, Thank you for your request. As the removal of a free product is a business decision we are unable to offer customers deadlock to take the matter to independent arbitration"

Sending a formal complaint letter recorded delivery for each account was one of the first things we did. They didn't engage with the complaint other than to repeat what will happen, and to refuse deadlock.
Standard User XRaySpeX
(eat-sleep-adslguide) Tue 09-Oct-12 00:34:50
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Re: Free Broadband End Threat from Orange


[re: vimto_girl] [link to this post]
 
That's devious! It's like deliberately circumventing the CISAS process. Worth bringing it to attention of CISAS.

Did you "stage 2: escalating the complaint" to Customer Service Team Leader, and if still unresolved a Customer Service Manager?

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
Standard User vimto_girl
(regular) Tue 09-Oct-12 12:25:56
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Re: Free Broadband End Threat from Orange


[re: XRaySpeX] [link to this post]
 
In reply to a post by XRaySpeX:
That's devious! It's like deliberately circumventing the CISAS process. Worth bringing it to attention of CISAS.

Did you "stage 2: escalating the complaint" to Customer Service Team Leader, and if still unresolved a Customer Service Manager?
Yeah, tried all that. It basically ends with the manager telling you in as rude a way as possible that Orange can do what they want, and here's the complaint address if you really want it - but don't bother cos they'll only write back and tell you the same.
Standard User vimto_girl
(regular) Tue 09-Oct-12 12:30:46
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Re: Free Broadband End Threat from Orange


[re: vimto_girl] [link to this post]
 
Found big thread about this on MoneySavingExpert.

I can sense a losing/rigged battle when I see one... Oh well !
Standard User XRaySpeX
(eat-sleep-adslguide) Tue 09-Oct-12 12:56:23
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Re: Free Broadband End Threat from Orange


[re: vimto_girl] [link to this post]
 
You've already lost! Orange are within their rights:
18. Orange reserves the right to replace, amend or withdraw this Offer on reasonable notice.
but I can't see that they should terminate your BB; just start charging for it, unless you terminate it yourself.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
Standard User E7er
(knowledge is power) Tue 09-Oct-12 14:25:35
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Re: Free Broadband End Threat from Orange


[re: vimto_girl] [link to this post]
 
Donít be too downhearted, if you have an Orange mobile phone contract, you get Orange home broadband 50% FREE! wink

https://broadband.orange.co.uk/home

My Broadband Speed Test
Orange WBC 20 Mbps. Sync 11864 kbps Downstream, 1189 kbps Upstream.
Bright Box ADSL2+ wireless N Router supplied by Orange
BT Business Hub 2Wire 2700HGV v2 ADSL2+ Dual SSID wireless Router
Standard User XRaySpeX
(eat-sleep-adslguide) Tue 09-Oct-12 14:58:43
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Re: Free Broadband End Threat from Orange


[re: E7er] [link to this post]
 
Not if you don't want to had over your line, which notification letter insists on.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
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