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Orange dial-up shut down cancellation?????

Here's a warning to anyone who isn't aware that the dial-up 'service' that was being cancelled has been extended though they may have kept this to themselves.

I received a letter dated 29/10 stating they were closing and switching all customers to Broadband unless you dialled an 0800 number. I rang and cancelled and was told to expect written confirmation and would be billed for the days used in December.

Nothing arrived so I chased them up, spoke to three departments, and found I wasn't down for new equipment so the cancellation must have gone through. They then told me it shut off 12/12.

I switched to Virgin Broadband 14/12(which is working OK most of the time, needs unplugging like others have found). I noticed on 14/12 that the orange dial-up was still on and when I spoke to them they stated they've decided to continue until March poss.

No warning was given about extension. They claim that I never phoned them. turns out they have a dedicated cancellation department which no-one earlier directed me to.

It's all very dodgy sounding, seems like it was all just a marketing scam to get people onto Broadband but there must be people who have switched and don't know believing they'd cancelled. They want me to pay until end of January now. Curtly told by Customer services/cancellations dept :laugh: to write in and complain. Now paying two ISP's :mad:
 
Check out the thread in the forum room above regarding this topic!

What date did they give you in March? I only found out yesterday the service was to cease, and that was because I was doing some digging around on the net because I wasn't receiving official emails from Orange any longer!!

NOTHING about the intended demise from Orange themselves!
 
They haven't given a date but an e-mail they sent said, "Don't worry, we'll give you plenty of notice". If anyone finds themselves in this situation next year, you can't trust them or the 0800 number they give, phone cancellations direct, record date and time, put it in writing or even record the conversation (which is legal from your home). By using an 0800 number for the earlier cancellation, I've found that it is un-verifiable because 0800 numbers don't appear on your bill and aren't logged by BT, so I'm told.
 
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Orange!

I received the letter about Orange moving to broadband, so I thought that I would!! I DIDN'T call them but no box and instructions turned up. On 24 December I received a letter from them saying that they tried to move me to broadband but it failed!! How did they manage to do that when they haven't sent me anything??!! They say that there could be technical reasons such as my phone line not being able to support broadband or that I live too far from the exchange!!! WTF!!

Then they say that in light of this, they've agreed with their provider to keep the service going into next year, and that nearer the time they will let me know!

As I have never been on broadband before, can anyone tell me how they could check to see if I can get broadband without my knowledge? Anyone ever heard of this before?

Thanking you in anticipation

Libby2007

btw they want me to phone a national rate telephone number to talk to them if I need to! I emailed them but they said that it's too technical for their technical team lolololol and I gotta ring them!:confused::confused::confused:
 
As I have never been on broadband before, can anyone tell me how they could check to see if I can get broadband without my knowledge? Anyone ever heard of this before?

Anyone can check if they have your phone number, actually I don't think there's anything (other than having to pay the activation costs) stopping anyone ordering ADSL on someone else's line without the owners knowledge or consent.

BT wholesale checker:- http://www.btwholesale.com/applicat...ty/Coverage/ADSL_Checker/navNode_ADSL_Checker
 
Thank you Mel

Hi Mel

Thank you for the info. I had my phone line checked with the BT checker. It says "Your exchange is ADSL enabled, and our initial test on your line indicates that your line should be able to have an ADSL broadband service that provides a line rate up to 2Mbps. Our test also indicates that your line currently supports a potential ADSL Max broadband line rate of 4.5Mbps or greater".

So Orange aren't telling the truth then? O I don't know, all a bit strange!:rolleyes::rolleyes::mad::mad:

Libby
 
It is possible that you might have an incompatible service or product on your line (DACS, ISDN,BT Light user scheme etc), I just tried the BTW checker and it doesn't seem to report that anymore.

The checker here http://www.samknows.com/broadband/checker2.php does

"Congratulations, you are in a broadband enabled area.
However, there is another service on your phone line (e.g. ADSL, LLU, DACS, etc) that would prevent you from ordering a new ADSL connection."
 
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We also received a paper letter from Orange, dated 15 October, informing us that Dial-up Any Time was closing in December. We were told that existing Any Time accounts would be switched to a 2MG "starter" Orange Broadband account unless we informed Orange, by telephone, that we did not want switch to Orange Broadband.

If customers did not phone within 21 days to let Orange know that they did not want to be automatically switched to BB, then all the necessary kit, including a modem would be sent to them in around three weeks' time from the date of the letter.

This left us very little time in which to find another "Any Time" provider or to set up an alternative broadband account. We activated a Zen broadband account on 29 October.

When we rang the dedicated 0800 number provided in the paper letter by Orange, on 1 November, we were told to ring a second, paid-for number. We were then told that our Any Time account would be cancelled immediately but that the Direct Debit payment for November had already gone through. We told them that we had already set up and activated an alternative BB provider.

We received no letter or email confirming our cancellation of Any Time, but we had not been told to expect one.

On 24 December, we received a paper letter from Orange to say that as they "didn't hear from you, we tried to move you to broadband, but the process failed and we couldn't give you broadband on your line. This could be for a number of technical reasons such as your phone line can't support broadband or you live too far from the exchange". We are told that we shouldn't worry as they would "keep the (Any Time Dial-up) service going into next year" and that they would give us "plenty of notice" before it closed.

We had been sent no paperwork, emails or equipment by Orange which would have suggested that they had attempted to set us up for BB but had failed - but since they had been told that we had already set up BB with another provider why would they have been attempting to do this?

The Direct Debit payment for December has also gone through, so that's another £15.00.

We have phoned Orange who claimed that (despite their having a record of our phone call on 1 November logged) that we had not cancelled. This is untrue. As this was a paid-for call we also have a record of the call itemised on our BT phone bill.

We have also written to Orange by recorded delivery and demanded a refund for December and that they confirm in writing that they have now cancelled our account. No response as yet.

We are unable to cancel the DD with our credit card company, only Orange can cancel it. We are concerned that not only will we have paid for the whole of November because we did not cancel until 1 November, and also paid for December (because they failed to action the cancellation despite having received our authorisation, in good time, via the designated channel) but that they might also take a payment for January, in the next couple of days.

We were assured on 24 November that the account would now be cancelled -but I would not trust this company as far as I can spit.

So just what are Orange playing at?

I would alert others going through this process to check their bank and credit card statements to establish that their Direct Debits with Orange have in fact been cancelled if they cancelled their Any Time accounts in October/November.

Complain to:
http://www.ofcom.org.uk/complain/internet/
http://www.ispa.org.uk/cgi-bin/complaints.cgi/
 
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