Hi
My sister in law has been charged £90 for a dead live box!
There livebox fried after an electrical storm and after phone calls the best they were prepared to offer was a mains adaptor!!! having already gone over the 12 month contract length she told them to cancel as she wasnt satisfied with there service. They contiuned to take a further 3 months payment which was later refunded but then they got a bill for £90 for the dead box which she had thrown away. This seems mental customer service, especially as now she is looking for a new isp and Orange have shot themselves in the foot
Hi
My sister in law has been charged £90 for a dead live box!
There livebox fried after an electrical storm and after phone calls the best they were prepared to offer was a mains adaptor!!! having already gone over the 12 month contract length she told them to cancel as she wasnt satisfied with there service. They contiuned to take a further 3 months payment which was later refunded but then they got a bill for £90 for the dead box which she had thrown away. This seems mental customer service, especially as now she is looking for a new isp and Orange have shot themselves in the foot
No. British law is quite clear on this. Any hardware that comes 'free' as part of a subscription deal, like a skybox, livebox, mobile phone etc is yours to keep after the specified initial contract period. Which in your case appears to be 12 months. If the equipment is found to be faulty within the contract period then the provider must either repair or replace the equipment and if the equipment fails after the contract period has expired then you are responsible for purchasing new equipment to use with the service you are paying for (except in the case of rolling replacement phone contracts)
If you wanted to keep using Orange after the 12 month period and your livebox was unusable, you would have had to purchase a new modem/router.
Providing your contract is up, there is NO WAY Orange can lawfully claim a return or refund for the Livebox.
No. British law is quite clear on this. Any hardware that comes 'free' as part of a subscription deal, like a skybox, livebox, mobile phone etc is yours to keep after the specified initial contract period. Which in your case appears to be 12 months. If the equipment is found to be faulty within the contract period then the provider must either repair or replace the equipment and if the equipment fails after the contract period has expired then you are responsible for purchasing new equipment to use with the service you are paying for (except in the case of rolling replacement phone contracts)
If you wanted to keep using Orange after the 12 month period and your livebox was unusable, you would have had to purchase a new modem/router.
Providing your contract is up, there is NO WAY Orange can lawfully claim a return or refund for the Livebox.
"6. RESPONSIBILITY FOR THE LIVEBOX
6.1 The Livebox remains our property. From the moment it is delivered to you, you shall be responsible to us for any damage to or loss of the Livebox not attributable to us.
6.2 If you do return the Livebox, you shall return it to us using the pre-paid envelope that we provide to you. If we are required to collect the Livebox, we shall be entitled to our reasonable charges for so doing."
Is there any clear guidance on this issue? Where do we stand legally?
I have just been sent the Livebox return envelope having cancelled my Orange account last month due to extremely poor service and a non-wrking livebox. However, I have already thrown the box out and deeply resent having to pay £100 for something which only cause me problems in the first place.
Will I have any joy in writing to them, or am I stuffed?
No. British law is quite clear on this. Any hardware that comes 'free' as part of a subscription deal, like a skybox, livebox, mobile phone etc is yours to keep after the specified initial contract period. Which in your case appears to be 12 months. If the equipment is found to be faulty within the contract period then the provider must either repair or replace the equipment and if the equipment fails after the contract period has expired then you are responsible for purchasing new equipment to use with the service you are paying for (except in the case of rolling replacement phone contracts)
If you wanted to keep using Orange after the 12 month period and your livebox was unusable, you would have had to purchase a new modem/router.
Providing your contract is up, there is NO WAY Orange can lawfully claim a return or refund for the Livebox.
"6. RESPONSIBILITY FOR THE LIVEBOX
6.1 The Livebox remains our property. From the moment it is delivered to you, you shall be responsible to us for any damage to or loss of the Livebox not attributable to us.
6.2 If you do return the Livebox, you shall return it to us using the pre-paid envelope that we provide to you. If we are required to collect the Livebox, we shall be entitled to our reasonable charges for so doing."
Yes, that's from the contract - the one which runs for the length of the contractual period (usually 12 or 18 months with Orange). Once the contract is up, that, and any other clauses it contains cease to be binding unless a new contractual period is agreed by both parties.
Legally they've got it pretty sewn up in this regard, the Livebox is "hired" as part of the package, it's in the T&C's as already mentioned along with on the pacakge pages...
"Price includes £2.08 per month for Livebox hire payable to OHCSI - Orange, PO Box 486, Rotherham, S63 5ZX "
So it's not technically "free" and you are contractally obliged to send it back, if not then it's reasonable for them to charge you for it.
Thanks - I am going to write a reasonable begging letter acknowling my mistake but also saying that I was not informed by the customer reps of the need to return it at the time of my cancellation, and ask if I can pay a reduced amount. I figure it is better than writing an angry letter
Thanks - I am going to write a reasonable begging letter acknowling my mistake but also saying that I was not informed by the customer reps of the need to return it at the time of my cancellation, and ask if I can pay a reduced amount. I figure it is better than writing an angry letter
See what happens
Yes, then see what their reply is before questioning the "value" that they place on it, taking account of its age, current condition etc etc.
I can't believe the true cost of a livebox is anywhere near £90 -£100. It seems they're applying the same rules as a hire/lease car company, where you have to return it in the same condition as when the hire period commenced.
This cost probably reflects the reconditioning process before they re-supply it to another gullible customer.
Legally they've got it pretty sewn up in this regard, the Livebox is "hired" as part of the package, it's in the T&C's as already mentioned along with on the pacakge pages...
"Price includes £2.08 per month for Livebox hire payable to OHCSI - Orange, PO Box 486, Rotherham, S63 5ZX "
So it's not technically "free" and you are contractally obliged to send it back, if not then it's reasonable for them to charge you for it.
Thanks for that - yes, if you've agreed to a hire agreement then you are stuffed. I have the older contract, where a charge was made for the livebox as you had to pay extra if you wanted it right at the beginning, so luckily I'm free of this requirement..
Well it depends on the situation, there will have been logs to show there was a problem with it so it shows it is unlikely to be disposed of or kept in order to deprive them.
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