Glad to see it's not just me, then! I was a Wanadoo customer before Orange took over, and initially had no problem on the 2 meg service and wireless & talk.
However, after upgrading to "upto" 8 meg I received a letter telling me that FOUR MONTHS PREVIOUS, I had gone 0.2 (nought point two!) gigs over the monthly usage allowance If I did it again, they'd be severing my account and charging accordingly.
I rang customer "services", and was told that the letter was accurate. I was further informed that when I upgraded to 8 meg, the FUP no longer applied and I was actually on a 30 gig monthly cap ("unlimited" is a 50 gig FUP)!
After protesting that I didn't know about that, and wasn't informed of that prior to "upgrading", I was told in no uncertain terms that "Orange had agreed to those terms on my behalf"... HA!
I rang back, and recorded the call myself, telling Orange that they had entered me into a contract containing terms I was not party to and was given no knowledge of. I did not agree to those terms and would not be held to them. Orange replied that, once again, they'd agreed to the terms for me. My reply? "I should also inform you, bearing in mind that this is a recorded conversation, that I also entered into terms on behalf of Orange PLC. For every pound I pay on my account Orange have agreed to repay me ten times that amount on the 28th of each month."
Funny, the guy in customer "services" didn't seem to think that I was legally able to do this I asked him if I'd proved my point, and he said "No. You clicked the button online to accept the re-grade and therefore you accepted the terms". "YES, but the terms you're now disclosing are NOT listed online, NOT listed in any FUP or contractual document, and therefore are not part of our contract!".
"Oh no sir, you see they're on the Orange contract, the one only we have access to at our end." (Is this guy for real?!)
I spoke to cancellations and after two weeks of having my complaint "escalated" to "admin" (both times I received replies talking about speeds, connection dropouts and downtime?!), I got my MAC code.
I'm moving over to Nildram's 8 meg service, and frankly if I never hear from Orange again I'll be happy. I will pay this month's bill and if they want next months (the final contractual month) they'll have to prove to a court of law that their contract was fair and legal. I'm on benefits so it won't cost me a penny to see what a judge has to say, and they can't affect my credit score over a contractual dispute so sod em!
Anyway, if you didn't gather, I now think Orange suck! I'd never recommend them, and say avoid them like the plague. If you're lucky enough to actually get through to customer "services", be prepared to speak to either (a) an Asian person who can't even understand your phone number, or (b) a UK call centre operative who talks like you're something on their shoe, and takes every opportunity to patronise you.
Good riddance Orange, I would LOVE for you to escalate this to court... if I don't beat you to it.
Lee
PS: Sorry... nice to be here; Hi everyone. LOL
EDIT: I said I'm paying this month's bill and not next month's (next month is the last month on my contract) because Nildram take over my broadband on the 26th of THIS month. That means that I have no service from Orange (sorry, did I just say "service" and Orange in the same sentence?!) from the 26th Feb. If they want me to pay for March as part of my contractual obligation, they'll have to prove to a court at their own expense that the contract was fair, lawful and appropriate under the Unfair Terms in Consumer Contracts Regulations 1999.
Should they try to threaten me with action I'll dispute the debt (meaning they can't mark my credit record), and sue them myself. I don't think I'll be hearing from them again after telling them that
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I was a Wanadoo customer before 
If I did it again, they'd be severing my account and charging accordingly.
