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1. our code of practice
Our customers are an important part of our business and making sure you’re happy with the services we provide you with is at the heart of everything we do. So we’ve put this Code together to make sure you have the latest information on our products, services and customer care policies including how to contact us if you have any technical or general questions.
We’ll follow this code of practice to make sure that we:
• act fairly and reasonably in all contacts with you
• help you to understand how our products and services work
• deal with any complaints quickly and fairly
• make sure that all our products and services comply with all relevant laws and regulations
• make copies of this Code available on our website and in writing (including large print copies, audio and Braille copies)
• train all our staff and contact centre agents to follow this Code at all times
2. who we are
Deep breath. This is the legal bit: Orange Home UK plc, Orange Personal Communications Services Limited and OHCS II – Serviços de Internet Unipessoal LDA, and OHCS I – Serviços de Internet Unipessoal LDA, are Service Providers and part of the France Telecom group.
The Member Services will be provided to you by Orange UK Home plc, a company registered in England and Wales (company number 3014367); whose registered office is: Verulam Point, Station Way, St Albans AL1 5HE.
Member Services are the various Internet-based services available with customers' other services.
OHCS I – Serviços de Internet Unipessoal LDA is a company registered in Madeira, (company number 05431/2000.09.08). Its registered office is at Rua de São Francisco No 3, 2 Andar; 9000-050 Funchal; Madeira; Portugal. It provides access to the Internet using an un-metered product.
The Broadband Access Service and the Wireless & Talk Service will be provided to you either by Orange Home UK plc or Orange Personal Communications Services Limited or OHCS II – Serviços de Internet Unipessoal LDA, a company registered in Madeira (company number 07529/05/08.22) whose registered office is Rua de São Francisco No 3, 2 Andar; 9000-050 Funchal; Madeira; Portugal, depending on which of these companies can offer you the most efficient network service at the time.
Payment Handling Services. You can pay by direct debit or credit or debit card. OHCS I – Serviços de Internet Unipessoal LDA , a company registered in Madeira (company number 05431/2000.09.08) whose registered office is located at Rua de São Francisco No 3, 2 Andar; 9000-050 Funchal; Madeira; Portugal will provide the payment handling services, for a payment handling charge
In this document if we refer to "we", "our", "us" and "Orange", we mean either Orange Home UK plc, Orange Personal Communications Services Limited, OHCS II – Serviços de Internet Unipessoal LDA or OHCS I – Serviços de Internet Unipessoal LDA, depending on who we’re talking about.
3. approval and review
We will update this code quarterly with any changes in our policy and processes.
For the latest version, go to our website.
We have written this code following guidelines published by Oftel on 15 August 2003 and approved by the new communications industry regulator, Ofcom.
4. how to get a copy
Our Code is also available in large print, audio and Braille formats. To get a copy in one of these formats, please call Customer Support on 0870 010 2462* between 7am and 11pm, any day of the week.
* Lines are open 8am-10pm, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
5. providing our services
Orange Home UK plc provides certain Broadband, Wireless & Talk, Pay As You Go and Member Services and has responsibility for all our obligations under this code.
Orange Personal Communications Services Limited provides your Free Broadband when included with selected Orange pay monthly mobile contracts and has responsibility for this service under this code.
OHCS II – Serviços de Internet Unipessoal LDA provides certain Broadband and Wireless & Talk services and has responsibility for this service under this code.: OHCS I – Serviços de Internet Unipessoal LDA provides the Any Time Dial-Up service and has responsibility for this service under this code.
We will provide you with:
• our services, in compliance with our Terms of Use
• a high quality of customer service
• a promise that we'll follow all relevant laws and regulations
6. our offer
broadband
Our Broadband Starter package offers broadband at a speed of 1 Meg.
Our Broadband Plus and Broadband Max packages aim to give you up to 8 Meg. If you can't receive 8 Meg due to the length of your line from the exchange, we’ll give you the fastest speed your line can support at the same price. The minimum speed you will get is 512K.
If you’re new to the Internet we offer Broadband Starter which comes with a standard USB Modem and has a 2GB usage allowance.
If you want it all for one great price we offer Broadband Plus which is up to 8 Meg (depending on where you live) and comes with our trendy little Livebox which allows you to have a wireless connection with low cost phone calls.
If you're into heavy gaming or downloading we also offer Broadband Max which has an unlimited usage allowance (subject to a fair use policy), is up to 8 Meg (depending on where you live) and also comes with our trendy little Livebox which allows you to have a wireless connection with low cost phone calls.
what's a usage allowance?
Good question. A usage allowance means you only pay for what you need. If you don't think you'll download much each month, then you don't pay more for it.
Your monthly allowance lets you download (receiving emails, web pages and files) or upload (sending emails and files) whatever data you want, up to the GB allowance that you choose.
We have a 2GB usage allowance on our Broadband Starter and Broadband Plus products. This is equivalent to downloading about 400* music tracks a month or sending and receiving 2000* photos via email.
You may use your broadband connection freely up to this allowance.
Your service will not be affected if you exceed your monthly limit.
However, we might contact you and ask you to either reduce your usage or upgrade to the next usage band. If you regularly exceed your monthly allowance your service could be suspended. Sorry.
*Please note, these are rough figures.
Wireless & Talk
Customers with Broadband Plus and Broadband Max will get Wireless & Talk as part of their service.
This service lets you combine wireless Internet access with low cost phone calls via your Orange Broadband connection. Wireless & Talk includes all evening and weekend calls to UK landlines and other Wireless & Talk customers any time, within the monthly broadband price. It also offers fantastic call rates to UK landlines at other times as well as low cost calls to UK mobiles and International destinations. Wireless means you can connect to the Internet from anywhere in the home or garden without using wires, plus you can connect several computers to the Internet at the same time. Please note that concrete walls may impede connection and that there may be distance limitations.
Max comes with the Talk Any Time plan where you get inclusive calls to UK landlines and other Talk customers anytime, 7 days a week.
Plus comes with the Talk Evenings & Weekends plan where you can get calls to UK landlines off-peak and to other Talk customers at any time. You can also add the Talk Any Time plan to Plus for an extra £6 per month.
Currently we can't provide you with directories or a text relay services. The Wireless and Talk service cannot be used for the following services: Global Mobile Satellite System (GMSS), Inmarsat, International Freephone Service, International Premium Rate Service (IPRS), International Shared Cost Service (ISCS), Maritime Mobile Service Applications, Universal Personal Telecommunication Service (UPT).
Dial-up Any Time
Gives you Internet access for a monthly flat fee. There will be no additional Internet call charges on your phone bill (provided you have downloaded the right connection kit given to you at registration and subject to limitations and Terms of Use). You’ll need a home phone line (excluding Kingston Communications and cable).
Dial-up Pay As You Go
Dial-up Pay As You Go Internet access with no monthly fee. No credit card details are required. For customers dialling on 0845 numbers, Internet calls are charged at local call rates and your call charges will appear on your telephone bill.
For customers dialling on 0844 056 4000 and 0844 058 7000, calls are charged at 4p per minute during the daytime (Monday – Friday 6am-6pm), 2p per minute during the evening (Monday – Friday 6pm-6am) and at 1p per minute at all other times.
(Prices from a BT landline. Charges may vary if calling from a different network. Calls using 0844 number ranges may not be eligible for discounts offered by some telephone service operators. Consult your telephone service operator if you require further details).
7. minimum contracts for our products
Some of our products do have a minimum contract.
Broadband usually has a minimum 12 month contract from your start date but his may vary in the case of a promotional offer.
It is possible to change broadband packages 3 times in any 12 month period, but unfortunately you can’t move down to Broadband Starter product if you are on our Broadband Plus or Broadband Max products.
It is possible to leave your custom from Orange and go to another broadband service provider within your minimum contract period. However, if you do leave you will be liable for the balance owed under the minimum contract period. For example, if you wish to move at the end of month 6, you will owe Orange 6 months' charges on leaving. This does not affect your statutory rights.
Wireless & Talk
There is no minimum term contract for our Wireless & Talk Service. However, where you are charged in advance for this service and will not be entitled to a refund for the unused portion of the service. If you are a legacy customer and cancel your Wireless & Talk service your Broadband contract is unaffected. Please note that your Livebox belongs to us.
If you cancel your broadband service, you’ll need to send the Livebox back.
Dial-up Any Time does not have a minimum contract. However, you are charged in advance for this service and will not be entitled to a refund for the unused portion of the service.
8. contractual start dates
We will provide you with your Internet access within a reasonable time frame. As there are different things we need to do to set you up on each product, the start date might vary depending on which product you choose:
Broadband: Your start date is when the service or any part of it is first made available to you.
Checks will be carried out on your behalf to make sure that you can get broadband. Assuming all checks are positive, you will normally get delivery of service (including the modem if you have requested it) within 10 working days of registration.
Our provision of broadband to you depends on BT’s ability to provide certain parts of the service to us (in other words, sometimes our hands are tied).
Wireless & Talk: Access will be provided once your service is activated - that’s seven days from registration. Talk will only become available when broadband is active.
Pay As You Go & Dial-Up Any Time: you’ll get access just as soon as you register and download the correct settings.
9. Our Terms of Use
Our Terms of Use describe the contract between our customers and us. The details of the Terms of Use depend on your package. You can see a copy online here and print it off.
If there’s anything you don’t understand in the Terms of Use relating to Dial-up Pay As You Go and Dial-up Any Time, or if you need a printed copy of the Terms of Use, please call Orange customer support on 0870 872 0099* and we’ll be happy to help you.
If you have any questions about the Terms of Use for Orange Broadband or Wireless & Talk, simply call 0870 010 2462* or 0870 1900 672* if you’re on our Broadband Starter package, between 7am and 11pm, any day of the week.
* Lines are open 8am-10pm for Broadband Plus and Broadband Max customers and 7am-11pm for Broadband Starter customers, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
10. customer support
Making sure that all our customers are satisfied with our services is very important to us. The following sections describe in more detail our approach to our customers and the kind of customer support we offer.
If you’d like any more details, please contact the relevant customer support line for your package as described below in points 12 and 13.
11. How to cancel your account
We hope that we won't have to say goodbye to you as an Orange customer, but if you do feel you want to leave, then simply follow the steps below to cancel your relevant account.
Please note that if your payments are not up to date or have been removed, your account will be suspended but it will not be cancelled, and will continue to generate charges. To cancel your account please follow the steps below.
| package | who to contact | handy notes |
| Broadband | Call our Broadband support team on 0870 010 2462* or 0870 1900 672* if you're on our Broadband starter package |
You can cancel at any time before your Start Date, but after this time you have agreed to the 12-month minimum contract. The Start Date is the Date when we have confirmed by email that your order for broadband has been accepted or when you first start to use the broadband service, whichever happens first. If you want to cancel during your 12-month contract you will be asked to pay all the charges due for the rest of the minimum period. It is possible to leave Orange to go to another broadband service provider within your minimum contract period. However, if you do you are liable for the balance owed under the minimum contract period. For example, if you wish to migrate at the end of month 6, you will owe Orange 6 months' charges when you migrate. This does not affect your statutory rights. leaving Orange to go to another service provider Customers in areas offering up to 8 Meg offer: We are not able to provide a MAC code for migration, although please note that at present this will not be accepted by all service providers. We are currently working with the industry to make this possible. To cancel your account you need to contact us on the phone number above and follow the cancellation process. Failing to do so will mean your account is still active and you will continue to generate charges. Receiving a MAC code doesn’t immediately cancel your account. Your Orange Broadband service will continue until your new provider is ready to start your new service. The time it takes for this to happen depends on your new provider. When this happens your account with us will be cancelled. Please note that you need to follow the process to cancel your account or it will continue to be active and generate charges. leaving from another service provider to move to Orange |
| Wireless & Talk | You can close your Wireless & Talk service at any time. If on Broadband Plus and Max you must cancel your broadband service. Simply call Orange customer support on 0870 010 2462* |
If you are an existing Orange Broadband customer but not on our Broadband Starter, Broadband Plus or Broadband Max products and want to subscribe to Orange Wireless & Talk you can call us on 0870 010 2462* to check out your options. If you are an Orange Broadband Starter customer you up grade your account to either Plus or Max which includes Orange Wireless & Talk by logging in to 'Your Account' in the Orange Member Centre. Alternatively you can call us on 0870 010 2462*. On termination of the contract you need to return to us the Orange Livebox if it was on loan along with any other equipment that was provided to you on loan. If you fail to return the loan equipment complete and in good working order within 30 days of termination, we reserve the right to charge. |
| Dial-up Any Time | You can close your Dial-Up Any Time account at any time after the first month. Simply call Orange Customer Support on 0870 872 0099* |
Dial-Up Any Time has 7 day cooling-off period – if you cancel during that time you are entitled to a refund of your first monthly payment. Please remember that payments are made in advance so it may be worth waiting until your billing date is near before calling to close your account, to make sure you make the most out of your money. Also you may wish to cancel your Direct Debit with the bank. However, please ensure that you let Orange know at the same time to avoid getting grumpy letters about non-payment. |
| Dial-up Pay As You Go |
There is no need to call, you can just stop using your account. Your email account will be unusable after 90 days of inactivity. |
If you change your mind within 259 days, you can always come back to Orange by retrieving your account online or with a CD. |
| * Lines are open 8am-10pm for Broadband Plus and Broadband Max customers and 7am-11pm for Broadband Starter customers, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded. | ||
12. how to change your address or personal details
It depends what package you are on, but as always we want to help you sort things out as smoothly as possible. Please follow the steps below for your package.
We can only talk about account details with the person who signed up for the original Orange account unless we have the account holder’s authorisation for a third party to call. It is much easier if the account holder calls in about any account issues.
| Package | Who to contact | Handy notes |
| Broadband | Call Orange Broadband customer support on 0870 010 2462* or 0870 1900 672* if you’re on our Broadband Starter package |
If you’re changing your telephone number, remember to have your new number handy, so we can check you are moving to a broadband-enabled area. Our advisers can also set up the details for your house move at the same time. If the area you are moving to is not broadband-enabled (or is not equipped with a line), then we will not be able to provide you with a broadband service any longer. If we have to cancel the account you will need to pay any outstanding amounts of the 12-month contract period. |
| Wireless & Talk | Simply call Orange customer support on 0870 010 2462* | This will be done when you update your broadband details. |
| AnyTime & Pay As You Go |
Call Customer Support on 0870 872 0099* with your new details and we'll update your account details on the same day. |
If you are changing your telephone number, remember to have your new number handy. |
| * Lines are open 8am-10pm for Broadband Plus and Broadband Max customers and 7am-11pm for Broadband Starter customers, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded. | ||
13. how to get help with technical problems
We think it‘s very important you have all the help you need to get the most out of every Orange product or service. Here’s how you can get it:
First port of call is our online Help channel. The articles on our Help channel are regularly updated and you may find your question has already been answered.
We also have a pre-recorded Orange Broadband customer helpline on 0870 010 2462* for some of our packages which will give you advice and suggestions on connecting to Orange, resolving email problems or finding out the latest on our network status.
For Orange Broadband & Wireless & Talk
Orange Broadband support advisers are happy to help talk through your problem (unfortunately we can't help you with the MAC OSX operating system) on 0870 010 2462* if you have Broadband, Livebox, Broadband Plus, Broadband Max and Wireless & Talk (excluding Broadband Starter Package) or if you are on our Broadband Starter package call 090 5050 5151**
Please try to be next to your computer when you call and make sure it is turned on.
* Lines are open 8am-10pm, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
** Lines are open 24 hours a day, 7 days a week. Calls are charged at 50p per minute from BT landlines; calls from mobiles and some other networks may cost more. Calls may be recorded and will last a maximum of 20 minutes. Including the address information.
For Dial-up Any Time & Dial-up Pay As You Go
If you would like to talk your problem through with someone, then call Orange Technical Support on 0906 251 7517** to help with Outlook Express, Internet Explorer or connecting to the Internet.
If you have an Apple Macintosh, we have a dedicated support line for you on 09067 234 000**.
Please try to be next to your computer when you call and make sure it is turned on. Make sure you contact us from a separate line, as you may be required to connect to the Internet to resolve any difficulty you may be experiencing.
**Lines are open 24 hours a day, 7 days a week. Calls are charged at 50p per minute from BT landlines; calls from mobiles and some other networks may cost more. Calls may be recorded and will last a maximum of 20 minutes.
14. cost of our services
All new and existing broadband customers can change to or between our current broadband packages (see section 6) up to three times a year. You may be charged a fee of £20 depending on the type of change you request – this is to cover BT Charges and administration costs.
See our full Wireless & Talk pricing
15. billing process
Our products are very different from one another, so the billing process will vary depending on which package you choose.
Broadband
You can pay for Orange Broadband by Direct Debit, Mastercard, Visa, Delta or American Express. We will take the first monthly fee as soon as you are activated and subsequent fees shall be collected on or around the same day each month.
Your billing date will be the date you are completely set up with Orange Broadband. If you registered on 1 April and your service was set up on 11 April, you will be billed on the 11th of the month from then on.
If you have set up payment by Direct Debit, payment is only debited from your account up to 10 working days after your billing date. Orange won't be responsible for any bank charges incurred as a result of insufficient funds in your account.
If you have difficulties in paying your bill, please call Orange Customer Support on 0870 872 0099* for Dial-Up Any Time, 0870 010 2462* for Broadband and Wireless & Talk or 0870 1900 672* if you're on our Broadband Starter package.
* Lines are open 8am-10pm for Broadband Plus and Broadband Max customers and 7am-11pm for Broadband Starter customers, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
Wireless & TalkYou can pay for Orange Wireless & Talk by Direct Debit, Mastercard, Visa or Delta. We will take the first monthly fee as soon as you are activated, subsequent fees shall be collected on or around the same day each month.
Your Wireless & Talk charges will be added to the monthly Broadband bill that is available online via the Member Centre. You can find this by logging in to Your Account in our Member Centre.
Your statement containing all details of your calls, including those that are free of charge (i.e. help and charitable organisations), will be displayed.
Dial-up Any Time
We will collect your monthly fee in advance using the payment method you chose when you signed up. You can choose to pay by Direct Debit, Visa, Mastercard or Delta.
Your first payment will be taken within 28 days of when you complete registration. We will continue to use the payment details you gave us during registration until you tell us differently.
If you pay for your Dial-up Any Time service using a credit card, make sure that you remember to give us your new credit card details when your existing one expires. You can change your details online
Dial-up Pay As You Go
The Internet call charges will appear on your telephone bill.
* Lines are open between 7am and 11pm, 7 days a week. Calls are charged at national rates from a BT land line. Call charges from other networks may vary. Calls may be monitored.
16. disconnection of users for non-payment
We want to help you manage and pay your bills from us and have tried to make the process as easy as possible:
* Lines are open 8am-10pm for Broadband Plus and Broadband Max customers and 7am-11pm for Broadband Starter customers, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
17. protection of your personal data
Orange treats your privacy seriously. We use the personal information that we collect from you in accordance with our Terms of Use and Privacy and Cookie Policy. If you would like more information as to how we treat your data, see our privacy policy.
We are subject to the Data Protection Act and other relevant data protection legislation and we are registered with the Information Commissioner's Office.
The Data Protection Act and the Right of Subject Access
The Data Protection Act 1998 promotes good information handling and creates a number of rights for individuals in respect of how their personal data is processed. One of these rights is known as the Right of Subject Access and entitles you to make a Subject Access Request to almost any organisation which is processing your personal data.
A Subject Access Request Process entitles you to the following:
*To be told whether your personal data is being processed by the organisation
*To be told the purposes for which your personal data is processed
*To be told any recipients or processors of the personal data held on you (i.e. Cable & Wireless - previously Energis - processes data on behalf of Orange)
*To be given a copy of any personal data held on you (in an intelligible form)
*To be given a response to your request within 40 calendar days.
Making a Subject Access Request to Orange
To enable us to process subject access requests, we are allowed to request certain things from you. If you decide you want to make a subject access request, we will send you an application form which we will ask you to complete, along with a letter explaining how to make the request. The application form will ask you to:
*provide details about your account
*provide details about yourself (e.g. date of birth and contact details)
*identify what data you are seeking access to
*provide information that will allow us to identify your data (e.g. dates etc)
*provide proof of ID
*provide a cheque for £10 to cover administration costs
We often find that individuals are seeking access to information under the Data Protection Act to assist in matters not connected with the Orange service. To enable us to identify what information you are seeking it’s helpful if you can outline any background information relevant to your request. But you don’t have to.
If you would like an application form or more information on how to make a subject access request, please complete the web form.
Please note that we will require your contact details in order to respond to your enquiry, however, this information will not be used for any other purposes.
Please note that your enquiry will be processed by one of our authorised agents.
We also endorse the provisions of the British Code of Advertising, Sales Promotion & Direct Marketing, which can be found on this website.
18. communicating with you
Some communications we send you are there to help you get more out of your service and membership with Orange. Here’s an idea of the kind of things you’ll get:
*special announcements: We will communicate with you to let you know about relevant changes to our services.
*service information: We will communicate with you to let you know of any changes in our policies, this Code of Practice or any relevant Terms of Use
*marketing communications: We adhere to Direct Marketing best practices and as such will only send you marketing related communications according to your preferences set during the registration process. If you agreed to receive marketing communications but have registered with either the mailing or telephone preference services you will be removed from any communications and special offers we send.
If you would like to change your current privacy settings for electronic mail you can do so by unsubscribing to the address provided in each message or by contacting Orange at 0870 872 0099*
* Lines are open 8am-10pm, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT land line, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
If you would like to stop receiving telemarketing calls from us and other companies, please contact the Telephone Preference Service on 0845 0700707 or click here to email them and register your telephone number(s). Direct marketing calls should stop after 28 days.
If you would like to stop receiving direct marketing mails from us and other companies, please contact the Mail Preference Service, via their website, call 0207 291 3310 or click here to email them.
19. disability policy
We currently provide our Terms of Use, Code of Practice and bills in large print, audio or Braille. If you require a copy just contact Customer Support on 0870 872 0099*.
Our Wireless & Talk service does not currently support Text Relay.
Our complaint handling teams are committed to accommodating your needs. The Orange policy is to welcome customers with disabilities and we are committed to taking positive steps to provide a supportive environment.
*Lines are open 8am-10pm, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
20. what to do if your Livebox has been lost, stolen or damaged
You must tell us immediately by calling customer support on 0870 010 2462*. You will remain liable for all charges incurred until you do. We will replace the Livebox if appropriate as soon as we can, but we reserve the right to charge you for doing so.
* Lines are open 8am-10pm, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT land line, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
21. customer protection
We aim to provide a service that is safe for all our customers.
If you know of any form of abuse of the Orange services, please go our Safety Online section for advice on the best way to report it.
The Internet provides access to a lot of adult material, which will concern many parents. We have published some guidelines on how parents can help protect their children. Click here to read our advice on protecting children on the Internet.
22. how to get help if you are being spammed
Orange email service scans all incoming email for potential spam and viruses however we recommend customers to have a software anti-spam or virus package installed.
Orange can only take action against other Orange customers who have been sending spam.
To allow us to investigate a complaint of spam, please read our instructions on reporting abusive emails.
Otherwise, you can contact the Internet Service Provider of the person sending you spam.
23. access to premium rate websites and rogue diallers
Payment for Internet access with Orange does not include charges to Premium Rate Services accessed on the Internet. Any call charges incurred by accessing premium rate websites will be added directly to your telephone bill and will not appear in your Dial-up AnyTime or Broadband access bills. Orange is not responsible for charges incurred by the use of premium rate services accessed via the Internet, and it is the responsibility of the user to ensure they have the right connection settings. You should take the preventative measures outlined in this document to safeguard against unexpected charges.
Some companies ask you to download diallers in order to access premium rate or restricted content, such as sports highlights, music downloads or adult content. After you have downloaded and run the dialler, it will disconnect your dial-up connection and re-connect your computer to a premium rate number.
Sometimes, diallers can connect your computer to the Internet without your knowledge, providing it is on and your modem is connected to a phone line. In some cases, you can be unaware that the number you are connecting on has changed. Such services can be referred to as rogue diallers.
Rogue diallers can affect you if you accept a download or installation, or can be delivered by a virus. You should always be suspicious of new download or installation requests if they are not expected, for example if you are just browsing web pages when a download request appears. In most cases the rogue dialler will connect you to the Internet on Premium or International rate numbers with very high call charges.
If you feel you have fallen victim to a rogue dialler which has incurred high call charges without your consent, the Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS) offers information and advice on its web site.
The ICSTIS site also features a search facility which will help to trace the premium rate telephone number you have dialled.
ICSTIS also gives further details on how to make a complaint.
For more information you can also visit our help article on protecting your PC against rogue diallers.
24. what to do if you are receiving nuisance or malicious calls
Malicious calls can be offensive, threatening, or simply very annoying. They may also be a criminal offence under the Telecommunications Act 2003 (Misuse of telecommunications).
If you are experiencing nuisance or malicious calls please call our Customer Support Line on 0870 010 2462* for advice on what to do.
*Lines are open 8am-10pm, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
25. what to do if you want to complain
We want to provide all our members with an excellent service. Sometimes we may get it wrong and when we do, we want to know how we can fix it.
We have developed the complaints procedure below, which gives you three ways to contact us with your complaint if you have a problem with Orange services.
1) If you want to talk to us about it you can call us and we will try to sort out your complaints while you are on the phone. If this is not possible, the adviser will agree a course of action with you.
For Dial-up Any Time & Dial-up Pay As You Go you can call us on 0870 872 0099* For Broadband and Wireless & Talk you can call us on 0870 010 2462*
*Lines are open 8am-10pm, 7 days a week. Your call will be charged at 7.5p/min during the day, 3.75p/min in the evening and 1.5p/min at weekends from a BT landline, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
2) If you would like to email us, simply go to our help channel and follow the instructions. We aim to reply to all emails within 48 hours. However please be aware that email is not a secure medium to exchange personal or sensitive data.
3) You can also send a complaint in writing to:
Orange Customer Care
PO Box 486
Rotherham
S63 5ZX
26. how Orange will deal with your complaint
This will vary slightly depending on which method you choose. However, when you contact us we will need to ask for the following information:
* your email address
* your telephone number from which you dial to the Internet
* your date of birth
* your full postal address (letters only)
* your password.
If you can have this information to hand or include it in your original complaint, it will speed things up.
Once we are aware of your complaint we will log this against your account. If you write to us we will give you a reference number, which we will let you know and will ask you to quote in any further correspondence about that particular complaint.
We do try to resolve all complaints with an immediate reply but sometimes we may have to do more investigation before we can get back to you. We aim to reply to complaints via email within 48 hours and complaints by letters within 5 working days.
If you are not satisfied with the way in which your complaint has been dealt with, you should ask for it to be escalated. This may happen immediately if you are on the phone or we will arrange for someone to contact you.
If you want to escalate the matter further you can address your complaint to the Internet Service Providers Association ISPA, by going to the ISPA website, contacting them at 0870 050 0710 or emailing ISPA.
27. what to do if you are still not happy with Orange
If during the process of investigating your complaint we reach a deadlock situation, we will confirm that there is nothing more we can do with respect to your complaint and we will provide you with a reference number. After this you may wish to refer the dispute further to the Communications and Internet Services Adjudication Scheme (CISAS).
Alternatively, if after 3 months, you have not received a satisfactory response from Orange concerning your initial complaint, we will provide you with a reference number and you can refer the complaint further to CISAS.
CISAS is an independent alternative dispute resolution scheme run by the Chartered Institute of Arbitrators that deals with disputes of residential and small businesses. When your dispute goes through the scheme, a person called an independent adjudicator decides how to resolve it. Once the dispute has been referred to CISAS any goodwill offers made by Orange concerning the complaint will become void.
To get further details on how to refer a dispute to CISAS please contact them on:
CISAS
c/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London WC1A 2LP
All faxes to: 020 7404 7150
Text phone: 020 7242 5643
CISAS website
If you are unhappy about the way your complaint has been handled by Orange or CISAS you can contact Ofcom at the address below.
28. useful addresses
OFCOM
Office of Communications
Riverside House
2A Southwark Bridge Road
London SE1 9HA
Telephone: 0845 456 3000 or 020 7981 3040
Fax: 0845 456 3333
Email OFCOM
OFCOM website
ICSTIS
Independent Committee for the Supervision of Standards of Telephone Information Services.
4th Floor, Clove Building,
4 Maguire Street
London SE1 2NQ
Telephone: 020 7940 7474 (9:00am - 5:00pm, Monday to Friday)
Fax: 020 7940 7456
Email ICSTIS
ICSTIS website
ISPA
Internet Services Providers' Association
23 Palace Street
London SW1E 5HW
Telephone: 0870 0500710
Fax: 020 7233 7294
Email ISPA
ISPA website
CISAS
c/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London WC1A 2LP
All faxes to: 020 7404 7150
Text phone: 020 7242 5643
All faxes to: 020 7404 7150
Text phone: 020 7242 5643
Email CISAS
CISAS website
These pages were revised 1 June 2006 and are subject to copyright Orange Home UK plc
