I have been on Orange Home Max broadband since June 2008. I am in an 18 month contract with them.
I have had numerous complaints about their service, which are not related to this but have given me a great desire to break my contract with them at the earliest possible time.
The reason I signed up for the Orange Home Max broadband (at £24 p/m) was because it clearly stated that it included BT Line rental (at up to £11 p/m)
I checked my BT bill this month and saw that I was still being charged line rental by BT. So I went the the traumatic experience of contacting Orange Customer Service (today ( 16/10/08 )).
To cut a long story short, Orange claimed to have contacted me in August about this (not true). They also left a message on my mobile on 13/10/08. The problem they said was due to an 'open order' on my BT line (whatever that means) and that I needed to contact BT to get them removed before the line rental could be transfered to Orange. I was told that it was my responsibility to have checked the billing and should have contacted them sooner!?!
My stance was that it took them 5 months to contact me about this and it was their responsibility to provide me with what they had clearly advertised.
The Orange representative eventually offered me a refund 4 months line rental (£44). I did not accept this and said I would call them back after seeking advice.
I asked for this in writing, but apparently they have a 'go green' policy and cannot send letters in the post. I then asked for this via email, but apparently Orange do not have an email system in their Customer Servcie department.
What a fantastic communications company!
Is this reason enough to say that Orange are in breach of their contract with me and for me to cancel my account with them immediately?
When Orange discovered they could not fulfil the contract in respect of taking over the phone line from BT, then they should have notified you therefore they are in breach of contract by charging a fee knowing that they were not supplying the service.
Check with your local Trading Standards Office.
The Supply of Goods and Services Act 1982 applies :-
"If a supplier of a service breaches the conditions of a contract (for example by failing to carry out the work ordered) the consumer has a choice either to affirm the contract (treat it as still in existence) and claim compensation from the trader for his failure to carry out what was agreed or rescind (cancel) the contract."
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