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Problem with "free" Orange broadband service - Quick response required Pleaseeee

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Hi Everyone,


Got an issue with Orane and just wondering if someone can advise of on my situation.


Back in 2006 Orange were offering free broadband to customers on mobile price plans of £30 and above, which I qualified for so took up the offer.


About 2 weeks ago I get a letter from a debt collection agency chasing me for £156 for "unpaid" broadband charges for Orange.


After 4 or 5 calls to customer services I eventally speak to a team leader who said the bill was for me being put on to a braodband tariff which charge £17.99 a month.


When I mentioned the free broadband offer she said I hadn't mentioned that I wanted to take up the offer so they automatically put me on the tariff which was not free!!


I feel completely let down and want to leave them ASAP, is there anything I can do?


I would appriciate a speedy reply as the debt colection agency are getting persistant lol


Any help would be great


Cheers John

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Perhaps others who have experienced this can help. My thoughts are that you should start by


1. Seeing if you have any written documentation regarding the "free" offer;

2. See what package (speed, allowance) this pertained to;

3. See what package you were actually on;

4. Clarify whether you changed your package at any point (e.g. to change it away from the free one)

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What I find difficult to understand is the DCA is the first contact you have had that there was something wrong? What was shown on your bills? Did you check them?


It is true the free broadband was a promotional offer and had to be requested - if you didn't, then it would not apply. Only discovering this now looks as though you are simply trying to get out of paying for the service they provided.


As mark suggests, you'll need some paperwork to back this up, and if they say you've NEVER had it free - whose been paying for it, if anyone?

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DCA was the first I heard that there was a problem, if Orange had contacted me then I would have niped it in the bud straight away and not let it escalate as it has done.


I was never asked to sign anything or enter into any minimum term contract, as far as I was concerned the deal was open as long as I had my mobile phone contract.


I have also sent a letter to the DCA asking for proof of signed documentation from Orange which shows me entering into a seperate contract. Will see what happens.


Just an update..... Orange told me that as there was a mis communication on both out parts, they would agree to half the debt as final settlement..... its not the amount that's the issue, its the principal!

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