Joined: 26 Aug 2007Posts: 35Location: Wiltshire UK
If your Orange email account has been deleted this weekend, please contact the ISP complaints site and fill in their complaints form asap. The more people that do this the better
Just did mine, we must encourage all those others who have this problem and as you say bombard them with complaints.......the next step must be the letter to Orange ref the Data Protection and then get back to Watchdog.
How do we co-ordinate everyone, thats the biggest issue I guess?
Joined: 26 Aug 2007Posts: 35Location: Wiltshire UK
As well as the ISP, write to :
Customer Action Team
ORANGE
PO BOX 73
LEEDS LS10 1WZ
Also contact OFCOM on Tuesday by phone: complaints number is on ofcom's site.
Will think about how to join together.....if anyone thinks of anything else post it......not sure exactly what this site is as it has adverts for Orange on it....
I have just written the following letter:
To the Manager, Customer Action Team
I am writing to ask if you will make an attempt to ask your technical engineering department to restore my email account that I had held with Orange for 5 years which was deleted on Sunday August 26th 07.
I understand that I did not use Orange as my dial-up provider and I understand all the reasons your Customer Services have given as to why the accounts were deleted.
I understand that you may have sent me an email to my inbox about 6 months ago to warn me about this and also that it is in your Terms & Conditions etc.
My main complaint would be that there is no way you could have given fsworld.co.uk account holders adequate prior warning information about this as otherwise they would have taken steps to avoid having their accounts deleted. Your one email six months ago was obviously not adequate or we would have protected our accounts. I was in no way trying to ‘use’ Orange for a free email account as there are hundreds of free email service on the web and all I needed was clear and visible warning and I would have dialled up or changed the service myself to save my personal information.
I have 5 years work on that account, plus photographs of deceased relatives and possible emails that I should have received on the Sunday that are very important.
Please do not send me a standard letter explaining that there is nothing you can do and I should have used Orange to dial up etc.
as I am know professionally that if the Police or MI5 needed the information you could retrieve it.
My lost email address name is....
My phone numbes are.....
I can supply the password.
If restoring means making a payment I can discuss that with you.
I am devastated by what has happened.
Please phone me & email me or let me have a number to call you on as I need to speak to you about this
Like many others I discovered yesterday that I could not access my emails. I use Orange broadband (previously Wanadoo) and my email address has been carried over for 7 years from Freeserve dialup. It has been used daily via the broadband connection and it has periodically been necessary to reactivate the email account, previously a simple process.
The Orange home page still has an account retrieval option as before, but it cannot be used because it requires the email address for access and of course the email address comes up as invalid because Orange have deleted them rather than just deactivating them, without bothering to tell or forwarn the users. I would have thought there is a legal issue here about failing in their duty of care towards their customers.
At first I thought this was just a local problem and phoned technical support, an expensive waste of time, then customer services who were sympathetic but could not do anything. Neither could explain why my address was deleted. Neither mentioned that others were affected.
It was only after googling Orange email problems that I realised the extent of it. This has clearly been a policy decision by Orange without any care about customers and I can only encourage everyone to complain using the details already provided in this forum.
A further address is:
Orange Customer Support, PO Box 486, Rotherham, S63 7ZX
I would also suggest contacting the BBC Watchdog programme since they have previously criticised Orange.
I have also posted a complaint on the ispa website and I've also brought the matter to the attention of Watchdog. I'm going to see what Orange's reply is to me before I contact ofcom. I'm not holding my breath though judging by other customer's responses.
I'm with you on trying to do something about Orange...6 years of emails and folders lost just like that and all I get is Nigel in India ! telling me nothing can be done.
I had such problems with Orange as a broadband isp that I left last year and the only person who gave a toss was the woman in the uk when I told them I was leaving but all she said was "yes we have alot of problems with broadband support" I should have known then.
Anyway I've done a complaint to the the ISPA website and will gladly support where ever I can.
To be honest I could cry, part of my life has been sliced away
Joined: 26 Aug 2007Posts: 35Location: Wiltshire UK
Re: Orange Deletion of Email Accounts
Check out the Dept for Constitutional affairs website for Data Protection - seem to have a lot of useful information
http://www.dca.gov.uk
We may want to investigate taking out a joint court order against Orange if our accounts are not restored and if Orange are lying to us about retrieval being impossible.
See their site/ quote below taken from the dca site:
1. What are my rights under data protection?
The Data Protection Act 1998 gives you the right to see the personal information held about you by businesses and organisations in the public and private sectors. This is known as the right of 'subject access'.
You also have a right to have inaccurate data corrected, destroyed, blocked or erased, and to seek compensation for any damage or distress caused to you by such inaccuracy. Inaccurate data means information which is incorrect, or misleading about any matter of fact. You can apply to a court for an order to enforce this right.
The Act also governs the way in which organisations may use the personal information you supply to them, and you have the right to require organisations to stop, or not to begin, using your personal information for direct marketing purposes.
I've received a reply from Orange tonight. Let's see what happens next! -
Hello Diane, Thank you for your email. We'd like to help you but we need a couple more pieces of information before we can get started. Please note that we always respect the privacy of your personal information but we do need to undertake some quick security checks for reasons under the Data Protection Act (DPA). Please provide at least 3 of the following pieces of information: *your full name*your account email address*your telephone number from which you dial into the Internet*your date of birth*your postcode*1st and 3rd characters of your password As soon as we hear back from you we can sort your problem out. If you have any further queries then please do not hesitate to get in contact with us again. Kind Regards,Clifton Broadband SupportREF:WOOBB Broadband Support: 0870 010 2462, lines are open 24 hours a day, seven days a week (calls charged at national rate) Orange Home UK plc is a subsidiary of France Telecom SA. Our registered office is at: Verulam Point, Station Way, St. Albans, Herts, AL1 5HE, and we are registered in England and Wales, as Company No. 3014367
I was shocked to find my email had been deleted - worked fine when I left for the bank holiday and it was gone when I returned on Monday. When I spoke to Orange customer care this morning I was told it was deleted because I hadn't dialled up for 259 days.
It clearly says on their web-site that accounts will be suspended after 219 days, and you get a further 40 days to reactivate it before it is deleted:
It seems that Orange have made a grave mistake, and this hasn't happened to myself and many others that have posted on this site.
I will send my letter of complaint, addressing the issues that debbiec has in the post above. I'm hoping that our email will be still on one of their servers somewhere or they have backup tapes, it's futile trying to find this out by dialling one of their costly 'Customer Care' lines.
Joined: 26 Aug 2007Posts: 35Location: Wiltshire UK
I don't think we are going to get anywhere: I just received an email reply from Orange in response to my email complaint, saying the usual thing about I didn't dial up etc.
We have to keep telling them that the issue is we weren't given adequate notice or we would never have let our accounts be deleted.
What is infuriating is that Orange Management probably know they have acted unfairly but they have made no annonuncement or serious attempt to restore the emails. I spoke today with a friend who works high up in Oxford Uni's Computer Dept and he said they will have back ups without a doubt for legal and security reasons but it may be an effort and costly for them to retrieve so they won't bother if they don't have to.
I reckon if there is no change this week, the only thing we can do is get a court order to force them because they have acted unfairly by not giving sufficient warning. I would be happy to organise this with 2 or 3 other people from here...
If our frustration wears off and we give up , they will just get away with it. I think we should spread the word meanwhile to the national press.
If your Orange email account has been deleted this weekend, please contact the ISP complaints site and fill in their complaints form asap. The more people that do this the better
My email adress was deleted I have had this email adress for over five years. I did not change the email adress as Orange had said it was ok to keep it as I was on broadband. This is an old freeserve address and it did not make any sense to change it. This address is now permantly deleted and about five years of information and contacts, serial numbers payments, paypal data, skpedata etc. I have no way of getting these back. Orange have told me that they are trying to reinsate these adresses but said because they were dial uo email adresses they had not been used from a dial upo network they would be automatically deleted after 160 days. Noboday told me this I was not aware that this address was been trated as adial up connetion email adress as I had been using it with my broadband for the last five years. I did not back up this info as the number of spam emails being transferred to outlook was horendous (mostly sex and ****). What can I do . The original email adress was given to me by freeserve which was taken ove by wanadoo then Orange. They are aware that this address was being used in conjuntion with my broadband it may have been considered as a dial up email adress when I was with freeserve but it has been used ever since with the broadband connection. By the way when I went to log into my account after discussions with Orange this morning I was not directed to the home page I was asked to accept new conditions ie that they could delete my email address after 260 days they asked me to tick the box to accept these new conditions I of course declined. Orange have also changed some of there codes of practice since yesterday
people I have talked to today Sam technical, chris customerservice and Arbit his supervisor he said they were trying to get these email addresses reinstated but no time frame given. Sam in technical services says everything is gone
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
