Free Broadband End Threat from Orange

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

Gone to a 3rd party e.g. CAB with the contracts to get a third opinion.

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!

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.

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?

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.

Found big thread about this on MoneySavingExpert.

I can sense a losing/rigged battle when I see one... Oh well !

You've already lost! Orange are within their rights:

In reference to web.orange.co.uk/documents/ice/termsandconditions/terms.pdf:

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.

Don�t be too downhearted, if you have an Orange mobile phone contract, you get Orange home broadband 50% FREE!

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

Not if you don't want to had over your line, which notification letter insists on.