Orange is facing a revolt from hundreds of customers furious at the phone giant's decision to axe a promise of free broadband midway through their contracts. The mobile operator announced in August it would cut free home broadband for up to 90,000 mobile customers unless they fork out an extra £160.50 a year for a landline. Now many who signed up to the expensive, lengthy deal to qualify for the perk are fighting back with threats of legal action — and forcing the company to change its mind. After being faced with claims that it breached contracts, Orange has begun to quietly settle with a number of customers. Read more: http://www.thisismoney.co.uk/money/bills/article-2225654/Orange-backtracks-free-broadband-axe--customer-keeps-complaining.html#ixzz2C2Ue7lX3

Hi Guys Need some help and advice , i signed up with Plusnet on 13th November everything went fine after few days received an email saying that '' Dear xxxx The order for your service to be activated is due to complete on 2015-11-27 and your telephone number should be 0114xxxx. We now have all the details needed in order to place a simultaneous broadband order, this means that we should be able to get your broadband service working within 48 hours of your phone line being activated. These types of orders can fail on occasion, or be cancelled by the current provider. If this is the case your service will remain with the current provider and we will need to replace the orders. This will then take a further 10 working days to complete. '' Today my phone line got disconnected for 1 and half hour but start working again so i know that Plusnet took over, after that i waited for my broadband to go live but no adsl light on my router. Although it says in email that broadband will go live after 24 to 48 hours of activation of the phone line but when i rang Plusnet to find out whats going on they told me a different story. The guy from the Plusnet told me that BT openreach messed up my order as they were trying to put me on 21cn and 21cn not available till March 2016. My exchange is not 21CN enabled i do not know how can they accept my order as 21CN. He said he will cancel this order and create a new order for 20cn broadband and due to this there will be no broadband till next Friday. I am really disappointed my kids play online games and other stuff i need broadband asap. Can anybody tell if i can cancel with Plusnet and move to another provider ordering new line ? At the moment talk talk giving free new line to new customers and good offers as well. I want to order new line because it will be quicker instead of moving from current provider to new provider, can anyone give me any advice if this be quicker or is there any other options ? Thanks

Hi all, Hope someone can help and I will be sure to come back and update once this is resolved! 6th November - I called EE to upgrade my mobile phone on the . Whilst on the call the rep offered Broadband, checked my current speed with Sky, claimed i was only getting 1mb etc and sold me BB at the same time. I obviously jumped at the chance of having up to 14mb speeds. 8th November - I received my mobile phone on the and email confirming BB was on it's way 12th November - another email confirming BB is on it's way and it would go live on the 19th Nov 16th November - received EE Bright box for BB 19th November - Broadband activated The service is diabolical! They kept telling me over the phone that they need 10 days and the the service would be up and down during that time. It's never up, it's pretty unusable. I'm having to connect my mac to my phone to otherwise I websites don't load at all. After serveral tech calls and a weekend of no internet. I asked many times if they don't get this working can I cancel without penalty. I was told yes. I decided to cancel 23rd November - call to cancel. Told I have to pay £122 penalty charge under the Distance Selling rules. I said that I only went live 5 days ago and didn't receive equipment until 12 days later. Is this how the Distance Selling Regs work? From date of call? Is there any way I can stop EE from taking the money from my bank as I think they will try. Any help/advice much appreciated

hi all, Today I received a letter from Virgin Media broadband telling me that my bill will be increased by £1.75 from 1st of November. I install this broadband about three months ago. I choose the plan which will be unchanged for 24 months. Not the one which is half price and then jump into £30 per month after 12 months. So my question is can Virgin media do this? I heard in past that offcom change its law so mobile phone comapnies can't charge more mid-contract. Is this the case with Broadband also? I have 50MB broadband and I am paying £28.50 already for it. thanks in advance.

Hi everyone, I've been a BT customer for the past couple of years. My Phone/Broadband contract was coming up for renewal so as you do you have a shop about. I found a cheaper deal with Plusnet which I was happy to go with. I phoned BT for my PAC code and a nice lady then started to try and talk me out of leaving. She offered a discount on my current monthly bill (I had to sign up for another 12 months), free caller display for 12 months and the full BT Sports free for 12 months (inc ESPN). Great I'll stay with you for another 12 months then! A month into my new contract I check my bill only to find I had been charged for my caller display. I phoned BT and they apologised and said no further charges would apply (Yet to see if I'll get the money I paid credited to my account). I then get an email saying that a new channel is being released and I am going to get charged an extra £5 a month to receive that, BT Sports 2 and ESPN! One of the reasons I signed up was for the full BT Sports package for free for 12 months. Now a month in they are going to give me 1 channel instead of the 3 I was supposed to get. I contacted BT and the guy on the phone told me that at the time of me signing back up it was true that I'd get all the BT Sports channels but now theres been a change and I can either cancel or pay £5 a month. If I'd have known that this was going to be the case I'd have went with Plusnet when I wanted too as it worked out a hell of a lot cheaper for the same products (minus BT Sports 1 which as of August is the only channel I'll get)! An apology from the guy on the phone but basically I was tied into the contract. I feel like I've been tied into a contract in which I haven't signed up to. No doubt they will say its in the T's and C's (and maybe I should have taken more notice of them when reading through them).

I was having problems with my broadband this summer and customer service were not being helpful. I kept calling back and finally a lady was honest with me. She told me that there are network problems in my area and they would likely be this way up until October. She then credited my broadband account in light of this. If any of you are having problems - I am in Wandsworth, SW London - I hope this helps

In short BT did not charge me for broadband for 6 months Feb to July. I did not make anything of it since the payment was made via Direct Debit. Received the bill for this month which included all the charges which I refuse to pay as it was a BT mistake. I asked for a waiver of the charge BT refused so cancelled the service due to be ceased in 6th October. Sent a letter that I will not pay for anything since their customer service was most unhelpful and was told the charge stands and will have to pay. CS agrees that it was their fault but I will still have to pay, is this fair? as I never withheld payments its them who never charged. Do I have a leg to stand on in court as I do not believe I should pay any retrospective charges now applied

i have a contract with a broadband provider for 8 more months. its 18.40/month, i've moved and they want me to pay £100.00+ moving fee and wait 27 days to connect it at my new address. the contract is for supply of broadband/phone so can i cancel it based on the fact that they have broken the contract ? and cancel all further payments?

Hello people just wanting to hear what you think i have Fibre Broadband with sky we live in a semi-rural area speed is 21 download sometimes get a bit more upload is around 4 meg At first speed was only 18 meg but bt guy time before last managed to get higher also I had a faulty lead but the main issue is The internet is disconnecting nearly every day spoke to sky they have sent six bt guys out to fix it and still has problems does anyone know where we stand the only thing is sky has renewed my contract with phone and internet as speed increased I was incontract before for 11 months all i want to do now is leave sky with my telephone and broadband and move to a company that can gave me a stable reliable connection I had issues with sky keep calling me but now they don't as i reported them to ico they find no errors when running line tests and bt find no errors Thanks for any advice

Please help..... For approx 6-8 wks, I have been having problems with my broadband connection, in that whilst I am using my laptop the connection will just drop (without warning), and I have to disconnect and re-connect to get it working again. This can happen numerous times whilst using my laptop, some days are worse than others, but it still drops. I have Unlimited Broadband Infinity with BT. I contacted BT about the problems I was having with my connection. They talked me through several attempts to try and resolve the problem which involved, rebooting the hub by switching on and off, changing/switching the channels that the broadband runs off (they sent me an email about how to do this), using an ethernet cable etc etc, but neither of these things worked, my connection still kept dropping. I was asked what equipment I had that used the broadband, and to disconnect them all, so that they only equipment that was being used was my laptop, I did this and the connection still dropped. So after we had exhausted all the possible reasons why it could be dropping, they eventually agreed to sending me out a new hub. I have been using this new hub (5) now for nearly 3 weeks, and guess what......the connection still drops. I contacted BT again, they apologies, and have passed my complaint onto the technical dept... ...who contacted me yesterday and now what me to go through the whole damn process again, resetting the hub, changing channels, using an ethernet cable, etc etc etc.. ....when I refused to do do this because I have already done this quite a few times before, I was told that if I didn't do what they wanted me to do to try and resolve the problem, then they would not be able to help me any further. What is the point of doing all this checking etc, when its already been done before and obviously didn't work or they couldn't find anything wrong with my broadband (from their end that is)... ..that is something else that confuses me.... ...when I spoke to a rep from their technical dept yesterday, she told me that when she had checked my broadband connection, it had only dropped once in the last 5 days.. .....but with me at home, it has dropped a lot more than this, for instance.......I was on my laptop yesterday during the day, and in the space of 28 mins, my connection dropped 5 times!!! Please can someone offer me some help or advice on what I can do. I don't really want to leave BT, not because I like them so much, but mainly because I have a YouView box that has a lot of programmes on it that my late husband recorded, and so if I cancel my subscription, I will lose these programmes. I just want to know where I stand as regards to refusing to do these troubleshooting issues, especially when i've done them so many times before and it hasn't solved anything, the problem still exsists. I feel like I am going round in circles with BT.....and its genuinely getting me down now

I need help serious people. This a bit long story. My husband took out a home broadband with ee on october 25th from a ee store. As we are on talktalk already, both the pushy rep and the contract stated/s its a simple transfer of services, we dont need to anything, just pay the final bill from tt and enjoy. No BT engineer visits required. ok fine - so i thought. The woman pushed us into taking the contract as she claimed that ee would give us faster speeds than talktalk cos theres no cap of broadband speeds. Complete LIE. She told u we would only be paying 21 a month for the broadband instead of 26 for the life of the contract later we found out that was a complete lie too...it was only for 3 months. Another complete lie. i got my router on 10th november. then on the 12th, out the blue, a bt engineer turned up telling me he come to install a new phone line ( which id be charged 50 quid for ) as i had an exisiting line told me i didnt need one and that ee were just supposed to transfer over. so he did furher line checks and left. my so called ' go live' date was 12 th november. It is now 17th and here i am, still with TalkTalk and phone line still belongs to TT yet EE are billing me for a service THEY ARENT EVEN PROVIDING. Surely I cant pay for both. After emails back and forth from EE, which havent got me any further to sorting this issue ourt, i even emailed the ceo but no response n over a week. i now want out from EE. with no penalty, i want to be released from the contract. I believe i was missold and pushed into taking the contract. They havent done as what they should have done which is stated in my home broadband contract that its a trnasfer of services only, ive found postal addresses for the ceo directly which i want to send. my question to u guys is, would ee be in breach of the sales of goods and services act 1982,, and also some help with a nice but firm formal complaint letter to send off, cos im not good with this stuff, would be greatly appreciated. Thanks in Advance. please please help me ASAP.

hello, About 7 months ago, my Mum took a 24 month contract on a 3 dongle for mobile broadband. The main place where she would use this is when she is away on holiday. When she is away on holiday, she can not get the modem to work. I could have told her it wouldn't work since it is very difficult to get a mobile phone to work there. (rural valleys) when my mother found this out, she tried to cancel her contract without any luck. i then spoke for her to try to get the contract cancelled. dealing with their call centre is not very good since their staff can not understand that 'mobile broadband' is imo mobile. ... each staff i spoke with attempted to take my parents postcode to check signal strength - they could not understand that the dongle was for use as described, ie - mobile! following up this complaint with 2 letters - result is letters are ignored. am i right in thinking that a dongle sold as mobile broadband should be mobile broadband and not having a postcode check on the house, making it mobile broadband providing that you are within your house? is there any chance on getting this contract ended with 3? anyone within 3 i can write to who does not ignore complaints? thanks in advance for your hepl

Hope someone can advise me here, as Retail isnt something I know much about. Recently I did some sums and as we take BT Sports, and they let you pay your line rental a year in advance with a discount, I reckoned that as BT Sports would be free with their Broadband I would be cheaper terminating Sky Talk and Broadband by about £5.00 or so a month, and as well as that I would have more Broadband width (about 50% more). This morning I got a letter from Sky telling me that as I had backed out of an 18 month contract for their Broadband within the minimum term of 18 months I was due to pay them £54.00 to cover their loss. My problem initially was that for the life of me I couldnt remember signing up for a minimum 18 month deal other than when I went to Sky, which was ages ago now. A bit of research online however pointed me in the right direction. In August last year any time I was watching Sky Sports (which we take) there was a nag on the screen to "activate Sky Sports 5" by pressing the red button - at the same time you agree to take their Broadband for 18 months. But no sig., no sign of any t&cs (other than 18 months - I THINK this was mentioned) The only indication of my agreement was pressing the red button. Can they do this? The other thing I might mention is that I am so ****ed off with Sky that I might just terminate TV as well. This would probably mean going back to Virgin, who are about as bad. BT TV is crap unless you are into stuff like Netflix. I might just try telling them that I am off unless they cancel the demand for the fifty quid. Any thoughts?

Hi guys, here's my situation: I closed my business down last June and cancelled my telephone & broadband contract with BT, no problems there thank god. Anyway, they have asked for a £44 payment for Netprotect or something. I'd never heard or used this service, but they said that it was taken out when I set up the phone/broadband. My wife explained to them that surely if we have cancelled the phone and internet in June last year, how could we use the Netprotect? They say that it can be used on any PC anywhere. My wife also asked why they didn't mention it when we cancelled last year, but BT said that they were not obliged to and assumed that we wanted to keep it. My clever wife also asked for (and received) a copy of the transcript of her conversation. So, where do we stand, do we just pay it to avoid damaging my perfect credit rating? Many thanks in advance.

I wonder if anyone has any further information on the Superfast Wales roll-out. We live in a very rural part of the Isle of Anglesey and so our internet and telephone come down a good old fashioned copper wire from the local exchange, which is about 2 miles away. As you can imagine, our broadband (can't really call it that to be honest) is no faster than about 2mbps down and perhaps a 1/4 of that 'up'. The website is saying that our cabinet is connected but having spoken to Sky (our current ISP) they tell me that our max speeds are still just 1.5 to 2 mbps. Are there any more detailed roll-out plans available / are any of you able to shed a little more light on what impact, if any, the roll out will have on those of us in properties well off the beaten track?

Hi In October 2013 I started a 12-month contract with Talk Talk (Simply Broadband). In October 2014 I moved in another property. At the beginning of November I started a contract with PlusNet at the new address. On 11th November I have written to TAlk TAlk a letter of cancellation. Now, PlusNet claims there is a TAG on my line preventing them from placing my order. So, I have no connection. At the same time, Talk Talk is asking me to pay even December for the old contract, claiming they can not disconnect me too early. Conclusion: in December I should pay 2 bills having no service, neither from Talk Talk nor from PlusNet. What can I do?

Hi, After a little bit of advice really. We have had our broadband provided by the same company for the last 18 months and our contract has just come up for renewal, they have sent us a letter saying we HAVE to be in contract with them otherwise if we go onto the rolling monthly contract we are liable for a £65 fee in the case of any call outs. Before we sign any new contract I just wanted to get some feedback. 1, Can they charge us again for installation (not a small amount but £833+vat)? In the pack they have sent us they have got the set up fee as being payable again for router, connectivity and installation (this is already still installed and working and was paid for by the Welsh government last year). 2, They state in the T&C's summary that "4.7. if you move address within Wales and request it, we will try to relocate your equipment to allow you to continue to receive your subscribed services, If relocation is impossible and you are still within your contract term you shall still be required to make any appropriate payments, even if you are not receiving the services" Is this a fair term and standard or is it one of what the OFT call a "disguised penalty" If relocation is impossible and you are still within your contract term you shall still be required to make any appropriate payments, even if you are not receiving the services The terms above are a bit worrying as we live in rented accommodation and as such cannot guarantee that we will still be living here in 12 months or more, more to the point if we do have to move, there is no saying it is going to be within the broadband providers coverage which i believe is quite minimal. 3, It says on the terms summary that we need to read the full terms on the website, however on the website the terms and conditions are just a smaller summary of what we have got with us. If the terms are not on the website, would the summary be just as binding? As you have probably worked out we live in a village in a rural part of Wales and cannot get traditional broadband so it is done wirelesly as a result we are not fortunate enough to change supplier so I just want to make sure they do not try and stitch us up, I have messaged the provider for clarification on the points raised above but am waiting for a response.

I'm moving to plusnet from Sky I phoned Sky to see if I needed to give notice and to tell them to stop my services (broadband and land line) on my contract end date. But they claim they can't do this because I'm switching to a new ISP. My concern is that I don't want to be paying for the Sky line rental and broadband until my service gets switched if anything goes wrong with the switchover date. ..I actually wanted them to stop my services completely but they say no can do. I can't quite get my head around not being allowed to come out of my contract and stop the services at the contract's end date. Does this sound normal or are they feeding me a line?

Evening all, A lady has explained to me that her estranged husband had broadband from AOL in his name, but hasn't bothered to pay the bill... AOL have now cut off the broadband, she lives in a rural area and has asked BT for broadband but they have refused, is it possible that there is some kind of adverse marker on the line?? many thanks in advance

My parents needed help in changing their phone/ broadband provider because their bills are expensive. Today, I signed them to a deal from sky, but this deal seems too good to be true. It is a 12 month contract with phone line and broadband at a cost of £192.00 But they will also receive £192.00 in marks and spencer vouchers. I am just wondering what the catch is? Essentially the phone line and broadband are free for a year because of the vouchers! Is there a catch to this?

I wonder if someone can help me. I have sky broadband. They are refusing to allow me out of my 12 month contract. i never received any terms and conditions. it was all on the phone. Any help would be appreciated.

Hi, I am new to the forum but Plusnet has driven mad with continuing excuses and lack of any service. My broadband went out on 26th July and an engineer called on 31st July and advised there was a problem at the exchange, it should be fixed today (31st) he said. Every three days since then it was going to be fixed and we even got to "it will be fixed by 9pm on 14th August". Now it seems it won't be fixed until 28th August. Why if it was going to be fixed by 9pm last night is it now going to take another two weeks? Why have I spent a cumulative three hours waiting for Plusnet to answer the phone in my attempts to get some sense? the problem is always down to a Major service outage with BT, it seems difficult to believe they would take five weeks to sort this out. Am I just being strung along? Any one else had this problem? Alan

Have been having severe broadband connection issues with Sky for 7 weeks now. Without going over every problem the main ones are 1. Taking up to 50 minutes to connect to broadband. 2. Once connected I get thrown off again after a few minutes although, at times, the connection just freezes. 3. Download speeds severely restricted down from 900kbps average to 130kbps. 4. The need to continually reboot Sky Hub. Have phoned and emailed Sky and always told "it will be sorted out and we'll get back within 72 hours". They do not. Have sent a complaint letter to customer services but no reply. I'm thinking Sky are ignoring me. Any suggestions on what my next move should be would be helpful?

I recently phoned to cancel my contract with Sky as I had reached the end of the contract and had started sharing my neighbours wifi for £10 a month. I spoke to a guy in the retentions department at Sky who offered me a deal of £12.70 a month which I thought was brilliant and I accepted as it was only £2.70 more than sharing wifi with my neighbour plus it included a phone line and up until now I'd been happy with Sky. I asked the guy on the phone quite clearly "is this all I need to pay sky a month?" and he replied yes. I also asked him if it would stay that price for the full 12 months of the contract. He said it would remain the same. Sky are charging me twice as much as this sales agent offered and Sky are refusing to listen to the conversation made with this sales agent. I had an email from them today to say they had phoned me and were going to put me through to another department to talk about some offers to reduce my bill. I don't think this is good enough. I no longer trust anything they say on the phone and I certainly don't want to be phoned at dinnertime to be passed from department to department. I just want them to honour the contract I entered into. Does anyone have any advice? as I don't think I should accept anything less than what I originally signed up for. Feel like I've been duped! Thanks in advance for any advice offered :O)

Let me begin by saying that Plusnet is not capable of providing any communication services in the UK with any acceptable level of service standards and I am raising my formal complaint with Ofcom as well. I signed up for plusnet broadband services on 6th April and paid £23.74, while switching from Sky. Plusnet told me that my services will be activated within a few weeks and plusnet will take complete control of my switching from Sky and there is no action required on me. On 14th April I received a confirmation email from plusnet telling me that my account is active now and I can start using Broadband straight away. I spent hours in setting up the router, connection and speaking to customer support wasting both my money and time, with my connection still not working. This went on for few more days and subsequently I was told that the Technical team picked the wrong post code hence couldn't activate my line/broadband. Later I was told that my services will be starting from 7th May now. So far Plusnet faltered twice - one on Technical team's error, second on stretching my waiting time. On 7th May, I received another email from plusnet telling me that my phone line is active. This led me to call the Customer Support team to know more about my broadband activation. The customer support told me that my broadband is already active since 7th April however, when I told them that it's not working, the support team asked me to activate broadband using some login details and kept me on phone for almost 2 hours (my call log details can be found from Plusnet system), and all this led me to NO WHERE and my broadband is still not active. All this while, however my Sky broadband is still active and I am sending this online complaint to you using sky broadband only. This means I am still with Sky and paying for them and Plusnet has FAILED to switch me from sky. To add to me grievances Plusnet is NOW telling me that it's my responsibility to contact sky for switching not their's. Fair enough, so why didn't plusnet tells this to all customers from the very beginning? Now I don't know- 1. What next steps Plusnet is taking to resolve my complain and is there any urgency to solve it? 2. When would my switching from Sky be completed and who will ensure that this happens successfully? 3. How will Plusnet compensate for my time, money and effort spent in contacting and writing to Plusnet so many times (check log details in your system) ? 4. Should I be paying to both Sky and Plusnet for the services for the said period? 5. Finally, failing to switch me from Sky, why shouldn't Plusnet stop telling potential customers that "Switching to Plusnet broadband and phone is quick and easy. Just follow the instructions on this pageto start enjoying our award-winning service"? Shaz