My mother has had an orange home broadband account for many years. Out of the blue my Mother she was contacted by EE and told that she had no choice but to move to a new package because her second line service was being removed.
She slightly misunderstood and thought she was getting extra lines and a new phone but she was very clear that she had no choice and had to make this change immediately or loose the service completely.
What she has actually verbally signed up for a new modem and for EE to take over her BT land line. I have queried this and have been told that the cooling off period is 48 hours. Really? I don't believe that this is correct and that EE / Orange are breaking the law here.
She starts getting various e mails from EE and invoices from [email protected]
She hasn't got a mobile with orange or t-mobile and indeed before receiving these emails we had no idea that t-mobile has anything to do with EE or Orange.
It was only at this stage that we realised that she had been taken from an out of contract situation into an in contract situation which we now understand requires her to pay £137.24 to get out of orange broadband.
I was away at the time. But had I known I would have liked the opportunity to review what alternatives are on the market - obviously not possible now owing to being put into a new contract.
Addressing the issue of the t-mobile e mails we were/are completely confused. The e mails from [email protected] were issued on the same day as the EE emails say we the account had been changed, although slightly later. At first we thought that may be Tesco mobile had been taken over but they confirmed that nothing has changed with mums pay as you go phone.
We attempted to call t-mobile. This is needless to say completely impossible. We have no account information therefore we cannot find any way through their automated phone system to make a general enquiry and find out why these e mails have been sent.
Speaking with orange and discussing the possibility of these invoices being related to the enforced change of account has been nothing short of torture. I have spent 5 hours on the phone going around and around in a circle.
It seems that orange is orange when orange wants to distance itself from EE memos etc but orange is EE when it wants to force people onto new 12 month contracts. All very very confusing.
The farce continues. We have no idea what we are being billed for or by whom and we have no idea why we have been forced onto a new 12 month contract should we be dealing with EE should we be dealing with orange should we be dealing with t-mobile I have absolutely no idea what so ever.
After wasting my entire Sunday and getting extremely stressed and upset the only thing that I can conclude is to cancel ALL the direct debits. Then see what happens when an amount falls due then one assumes that EE or what they are called will attempt to contact us and explain what monies they are asking for and why.
What happened. Orange was absolutely brilliant I have never for a moment worried about their billing or service. In the last few months they have completely screwed my mobile account up and now this.
Whatever happens EE are history if we have to wait for 12 months so be it but whilst extremely annoying and unjust and unfair £137 seems cheap if I scrap it together to get away from this complete fiasco.
I would touch EE with a barge pole now - total disaster it reminds me of the NTL days. I can't do that level of stress any more life is just too short.