I have just found this site and as I have a need to shout very loud, this is as good a place as any. I am sorry to burden you all because I don't suppose that any of this is news to you.
I am posting on behalf of a dear friend who has been firstly with Freeserve for years, then Wanadoo and of course now Orange.
She has had nothing but trouble since Orange took over. Very slow service and often days with no service at all. There have been many, many phonecalls that she can't afford and letters sent by snail mail.
In March, after giving them an ear bashing she was told she'd be getting a refund. She was told that she was paying too much for up to 8mgb speed as it is impossible to get that speed in her area (she is near the South Clapham exchange) so they changed her package to one that's a lower price. What they didn't tell her was she'd be under a new contract and therefore cannot pull out of Orange.
More recently, on one of the many phonecalls to them they conceded that she had been well and truly mucked about over the past year or two. Yet they tell her that she can't pull out due to this damned contract that she has never seen in print.
Mags is a retired lady and is wheelchair bound. She relies on her computer for so many things - one of them is for her Internet Food shopping and It is so frustrating not being able to do a thing about it all.
Incidently, she has asked me what does 'ERROR 0721' mean as this is what she sees on-screen when she tries to log in. Can anyone help me with this - mind you, if it is too technical - perhaps you had better not.
Thank you for listening - it just helps to know that she is not alone!
_________________ I am posting on behalf of a friend who is disabled, lives in London and needs her Internet Access.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
As usual they are bullying her into staying with them ask for a MAC code they have to give her one wether shes in contract or not tell them you will go to court if necessary its their word against urs with the contract and im sure Ofcom would have heard this many times about Orange sneakily not telling people a change in package involves a new contract.
_________________ ex Freeserve/Wanadoo/Orange Blog
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Anniegran wrote:
In March, after giving them an ear bashing she was told she'd be getting a refund. She was told that she was paying too much for up to 8mgb speed as it is impossible to get that speed in her area (she is near the South Clapham exchange) so they changed her package to one that's a lower price. What they didn't tell her was she'd be under a new contract and therefore cannot pull out of Orange.
More recently, on one of the many phonecalls to them they conceded that she had been well and truly mucked about over the past year or two. Yet they tell her that she can't pull out due to this damned contract that she has never seen in print.
If they didn't tell her that she was entering a new contract then legally there is no new contract. Regardless of any contract she can demand a MAC and switch ISPs. Orange may try to sue her for the money for the remainder of the alleged contract, but they would stand no chance of winning.
I have spoken to Mags this morning and she tells me that a modem was sent to replace the live-box "to help get you back online". This was sent without prior notice or consent. The letter that came with the modem read as if she was a brand new Orange customer and incidently gave an incorrect username - which luckily she knew was wrong! Not a good example had she been a new customer and this - she has since learned - tied her into a new contract which she would never have agreed to.
I have today advised her of your replies and suggest that she cancels paying the direct debit very soon.
Could you please tell me, would Orangehave to provide the MAC number even though she is still in a so-called contract?
Then, there is the worry of finding an ISP in the London area that works well as it seems to be Londoners (with Orange anyway) who have been particularly affected. I know she wouldn't want to go through all of this again with another ISP.
Many thanks again for your contributions - the saga continues...........
_________________ I am posting on behalf of a friend who is disabled, lives in London and needs her Internet Access.
Could you please tell me, would Orangehave to provide the MAC number even though she is still in a so-called contract?
The provision of a MAC code, providing there is complete line with no migration or cease orders going through, is an industry requirement if requested. Any outstanding contracts, etc must be pursued without interference to the MAC request.
What they didn't tell her was she'd be under a new contract and therefore cannot pull out of Orange.
Orange most probably would not be able to substantiate the claim that a new contract had been negotiated over the phone should it come to court. The only problem here is that how many Orange customers would take it that far. Most customers wouldn't I guess.
Thanks Elhana and Jerry, we really do appreciate your imput.
Mags did manage to get back online this afternoon - but will she be online in the morning?
This has happened too many times and I feel that she has been mucked about too much. Anyway, I think she is definately thinking of trying to get out, so thanks for all your advice.
I am just so glad that I am not with them.
_________________ I am posting on behalf of a friend who is disabled, lives in London and needs her Internet Access.
My huge thanks to Steve and everyone else, but especially AnnieGran who has kept me sane over the months/year or so with this ongoing saga.
Thank goodness for a large free call allowance on my mobile to 01 & 02 numbers that enabled me to ring her without worrying too much how much it was costing me. Not an Orange mobile incidentally. No way. I shudder to think how much my normal phone bill will be when it arrives with all the calls to the "helpline"..
I managed to get online just long enough a couple of days ago to enable me to do my food shopping before zap, offline again. I rang the call centre yet again and they told me everything had to be "reset" because of the long outages problem. Guess what? When I tried to get back online later that evening still no joy. Tried the call centre to get the message yet again "we are experiencing a higher volume of calls than usual....please ring back another day". I have tried calling the number at all sorts of times from very early morning and at various times during the day and had the same message everytime, apart from the days when I got the "outages" messages. Apart from the 0721 error message, I have been getting a variety of other error numbers too. In several cases telling me I didn't exist. Yippee thinks I, Orange will give me my MAC number without me asking but nope, I had to reset again once I finally got through to the centre. I now have to re-enter my username and password everytime I want to get online. Oh what fun!!
I noticed on another message thread that Orange aim to reply to letters within 5 days. In my case the reply to the letter I sent back in April was dated 14 working days later, posted Three days later by second class post, and finally arrived 2 days later. I wrote to the Chairman and Vice President, by name, ten working days ago and once again haven't even had the courtesy of an acknowledgement from a secretary, let alone from them. Don't think I'll hold my breath but a letter/call to the ISPA might be sooner rather than later at this rate.
Again, as in another message thread I too was sent firstly a "wireless" and then more recently a "modem" as a "goodwill gesture to get you back online" with no suggestion at all that was tying me into a new contact. Something pointed out very strongly in my letters. The initial reply to that is "there is insufficient evidence" so I sugested they listen back to the "calls are recorded" which will prove I was never told, never sent a letter, apart from the one with the modem which was totally incorrect even right down to the user name, or indeed an email. I was in fact told when I did finally find out I was stuck a new contract that "no, it says here no letters or emails have been sent". The only mail I have ever had in any, shape, size or form is my email from Freeserve back in 2002 welcoming me to my change to broadband, and my monthly statements which is another bone of contention. Oh well, as I said before, the saga continues.
Once again thank you everyone for your help.
Update - 25th May 07. Just had an email from Orange and I quote "Great news, we've made the changes you asked us to make to your broadband service and renewed your contract for 6 months. Our Terms of Use......."
I asked for no changes as was made very clear in my phone calls and letters. I haven't a clue when this "6 month" contract started or what service it is even for. I refuse to spend money phoning at a higher rate call charge yet again so I guess I'll just pay for more recorded delivery to be sent.
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