Ok i know it's not new for people to be having problems with Orange but let me fill you in on whats happening:
I have been with Orange/wanadoo/freeserve since 1998 and until about 2 years ago i have had no problems.
Since Orange took over they haven't been ~to~ bad. Sure the speeds dropped on the odd occasion but i couldn't complain because i had unlimited downloads.
Now last year (contract is under my mums name even though i pay for it, strange i know lol). My mum phoned up and complained because we were paying about £6 more than everyone else in our area for the same package. So we got offered 6 months free and then 6 months at a reduced rate and were assured that our terms of contract would not change, i spent about 5mins with the guy saying i did not want to lose unlimited downloads to change and he assured me they wouldn't. So anyway contract signed, fine.
Come last month i recieve a letter saying "you have downloaded 41.9gb over 2 months etc etc etc. I thought hmm strange, fair usage states 40gb per month so surely over 2 months it would be 80gb. So i ignored it.
This month i have downloaded 12gb so far, and come yesterday i do a speedtest on speedtester.BT.com and find out that i have an "IP Profile of 500kb" on my line. Basically Orange have capped my line speed. So i phone up asking for a reason as to why and i am told over the last 4 months i have breached my policy of 6gb!!! per month.
I explained for several minutes to the person that i was on unlimited and he said that i have a package where i am only on 6gb per month.
Now surely after spending 20mins on the phone to ASSURE i was signing a package for unlimited and then be dropped to 6gb a month. Without any notice, that they have voided my contract and i should be free to cancel whenever i want without any kind of cancellation fee, (i was told i would have to pay £34 if i wanted to cancel before october).
Anyone else had this problem or want to share some information?
I'm still on unlimited downloads (since the last century!!)
I've never had a letter about exceeding my limit ... and my speed seems quite high.
This wont help but I may as well say it. Every time they tried to tell me I was being moved to a "newer, better" contract I read it and spotted the cap/fair usage clause - and I objected, NOT by phone but IN WRITING.
Then I waited, got no reply, wrote again... finally each time I got a reply assuring me that the new contract wouldn't be applied.
Looks like they've switched u without good reason and I suggest u
(a) put your complaint in writing to them
(b) if no luck take the case to a higher authority - there are a couple of these, see elsewhere, eg. ComputerActive's very keen on this sort of thing.
best of luck - go for it !!
_________________ Still insisting on my right to keep completely unlimited download limit I have argued succesfully against every revision of my contract since the days of Freeserve. I pay £27.99 a month for 512k speed but NO limits NO "fair use" clauses ...
Actually forgot to reply to this thread, i phoned them up and said that i want out because they changed my contract without notifying me in any way at all, still had 4 months left of my contract, but the guy went and talked to his manager, he gave me the MAC code right away over the phone and said there will be no early cancellation fee and they were giving me 1 months credit back.
Seems pretty good. Im now rid of Orange and on my way to o2 (now Sky) which gets activated on the 22nd July.
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