I have an Orange Broadband plus account. I have an monthly allowance og 2GB. Can anyone advice if I exceed this allowance what action Orange will take e.g. extra change or terminatio of service.
Also has anyone contacted Orange Customers Services to disconnect broadband and have they offered anything good.
As far as I am aware if you exceed your amount then you get a written warning, if you do it again then your disconnected. If you are still in your contract period then they'll also make you pay your monthly amount back to them
if your £27.99 a month contract is up, they will prob offer you the £9.99 retention plus package. I can't find the email with it in, but I for sure know the date it came so if they want to argue about my contract dates
Orange Broadband plus pacakage was a old Wanadoo pacakage. I pay £17.99 a month and get 2GB allowance and wireless livebox.
I have checked Orange website but cannot find anything to say what happens if I do go over the 2GB allowance. Does anyone know? Or provide me link to the page?
Also do you have number for Orange Rententions. I use to call from my brothers Orange phone 150 but the Broadband customer service is chargeable from this number now.
I'm on Broadband plus as well with the 2Gb limit. When my daughters were living at home we used to always exceed the limit each month (As measured by Net Meter) - but only by a couple of Gb - no action was ever taken or threatened.I suspect that you would have to go a fair way over before they started any proceedings - if you contact C/Services I'm sure they will issue you with dire warnings and try to persuade you to take a new package , with a new contract period!!
_________________ Formerly Orange and sad
Now PlusNet and glad!!
Regards Dave
Orange monitor your usage over a few months. If you are on the 2Gb download limit they will send emails advising you keep within the usage limit. The second mail will advise you that they will switch you over to the 'unlimited' (restricted to 40Gb) package.
If a user is on unlimited package they will be advised to cut down on useage, if they don't cut back then Orange will send a termination letter to the postal address and advise of 30 days notice from the date of the letter. The user is given the opportunity to request a MAC code to enable a smooth switchover to a new provider.
Orange are trying to ensure that all users can download at optimun speeds....."Use of Home Broadband above the Usage Allowance may adversely affect our network and Home Broadband to other customers. We seek to ensure fair usage of Home Broadband for all our customers; you must therefore comply with our Fair Use Policy. "
Orange use the contact email address that was set up when the account was originally registered. As a lot of people no longer use that email address they become indignant stating they hadn't previously been informed. I suggest people either mail or call Orange Customer Support and update their contact email address.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
If a user is on unlimited package they will be advised to cut down on useage, if they don't cut back then Orange will send a termination letter to the postal address and advise of 30 days notice from the date of the letter. The user is given the opportunity to request a MAC code to enable a smooth switchover to a new provider.
I was given TWO days notice that Orange would be cancelling my account, no e-mail or letter was received prior to this!!
I was bounced around from department to department, I even offered to pay more for my service, was given a blanket 'sorry, this cannot be reversed'.
I only got my MAC code after £20 worth of calls and invoking the words OFCOM and ISPA a lot.
NewApollo wrote:
you must therefore comply with our Fair Use Policy. "
This is the fair use policy that makes NO mention of a 40 Gb limit. And also promises that they will contact you TWICE in advance of a termination!!
Fair play not a two way street obviously.
NewApollo wrote:
Orange use the contact email address that was set up when the account was originally registered. As a lot of people no longer use that email address they become indignant stating they hadn't previously been informed. I suggest people either mail or call Orange Customer Support and update their contact email address.
I happen to use that account and it was NOT used to contact me at all.
Today I registered with Sky but am still looking at up to 3 weeks without a connection, my 'suspension' date is tomorrow.. I am so angry about this disgusting treatment that I am considering taking it to a friend who is a producer at the BBC.
The emails can often be flagged as junk or spam, which people delete without looking at, then say they checked and there's nothing there. I, for one, delete all my spam fsmail without checking what's there.
I belive it would be a better idea if Orange sent these via snail-mail. Better still by recorded delivery. Users would then be unable to say they hadn't received such correspondence.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
The termination process is supposed to be after the first warning if you're still going over you're sent a letter advising of termination in 30 days. 14 days prior to the end the account is suspended meaning no more access. MAC's should be available to be generated if you request one.
As you mentioned there is no going back. Once termination is initiated that's it, practically nobody has the ability to prevent it and you're effectively barred from signing up again.
I, like Chesterred, got no emails prior to my termination letter on the 26th, and Orange/Wanadoo is not tagged as spam here. They are cutting me off on the 28th and terminating on the 5th Oct. No 30 days and no 14 days prior to the end.
I just hope to god this means they are the ones breaking the contract and won't bill me for the remaining 9 months left on the contract. I have been with them at £17.99 for nearly 4 years I think since it was 512k so they better not mess around with the billing.
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