Happy New Year to all. Please bear with me as this is my first post.
Scenario:
I have been a Wanadoo broadband customer or over Three years and in that time have had no problem with them. I also upgraded from 1MB to 2MB with no problems whilst with them.
I tried to upgrade to the 8MB and was told it was being rolled out and was not ready in my area and that when it would be available I would get automatically and free of charge.
I waited for my current phone contract to expire before deciding to join Orange in order to qualify for the free broadband. I subscribed to an 18 month contract in October of last year and with that I got thrown in the free broadband. On my confirmation email I got it stated that the free broadband was upto 8 meg speed.
Nothing came abouts of this until I curiously decided to check again if it was available, this time I got an option to order the 8meg upgrade, that I did. I rang a few weeks later to check and they told me that I was on the fastest possible (2mb) and that if i wanted the 8mb speed i would have to pay an additional 5 pounds a month.
I rang their broadband customer support line and they would not have any of it, I told them that when I ordered a new 18 month phone contract I got an email stating specifically that I would get "free broadband up to 8 meg". They just said that if I wanted 8MB then i would have to pay for it and that the speed is subject to the package that you choose. Quite understandable now as there are only two packages, starter with 2mb and ultimate with 8mb. But back then when I took out the deal (October 2006) there was no starter package. And the one I went for had 8mb as normal without any additional monthly payments.
Can anyone confirm if anyone else has had any similar experiences with them? When I took out the contract for the mobile, it did not state anything about having to pay extra for the 8 mb upgrade. Although now they have just the two packages, starter and ultimate.
In a further twist, when I did my regrade to get the broadband for free, I received shortly after a livebox. According to the packages available now, you only get that if you subscribe to the ultimate package.
My question therefore is, do I have the right to demand I get the upgrade for free, or are they right in this case?
It's a horrible situation this, anyway I can explain what's happened.
When you changed to the free broadband you changed package, this trys to upgrade your line to the fastest it can. Back in October if you weren't in a LLU area then you could get upto 2 meg IPStream, which is what they put you on. As since IPStream Max is now an option for regrades/package changes you can upgrade, but only by going to the unlimited package.
I'm not certain what you can really do as to get a faster speed you'd need to change to the unlimited package.
This is typical of Orange going back on their word, we has on the upto 8mb service when we signed up as wanadoo, and it siad soon as our line could support 8mb we'd automatically be upgraded. Our exchange like 99.9% was upgraded back in march '06, then back in oct there was an option on the members site allowing you to upgrade if you paid 20quid but it advised you that they'd be upgrading in nov. Now on the member site it says you can do it for free, but you have to renew your contract. I emailed Orange asking why we have not had our automatic upgrade and they replied only those who apply on the members site are being upgraded (taking out another 12 month contract). So their upto 8mb service really only applies to about 10% of customers in big cities.
Well there was the thing back in november saying automatic upgrades would be applied to 2 meg lines within 6 months. Not sure if that's still in place or not but not really heard much either way since.
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
