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[MSE Wendy]

This thread is specifically to discuss offers and discounts from Orange in relation to the


Mobile Cashback Help article



To discuss or ask a question about this article: click reply

[monsieur epargnant]

Oh dear! After about 40 minutes on the phone I haven't got much to report here.

Orange were only prepared to reduce my £40 Canary plan to the £30 Canary plan.

My circumstances are quite unique probably (for reasons I'll keep to myself) and I explained the reasons to them. Still they registered my problem (that I can't afford to pay AT ALL) for a contract that they have already received around £200 of my teeny budget. 'They'll see what they can do for me'.

I trusted CNM as reputible otherwise why would a company like Orange be dealing with them at all. Isn't it absolutely flipping hilarious (!) that when schemes like this fail huge companies will 'see what they can do' and attempt to distance themselves despite agreeing to have trading agreements with CNM in the first place. Not very honourable!

I wrote to Watchdog and my MP last week and I urge the rest of you to do the same.. please!!

[KatP]

How long have you been on your contract? They will downgrade you after six months as standard irrespective of the cashback problems.

It might be worth writing to someone more senior and explaining the situation and making the same points as you make in your post to see if they will offer you any further help, often the higher you go the more power they have to make better deals.

You are relying upon their goodwill though so try to be nice and not confrontational. Keep up with the letter writing, I've been stung by Fusion refusing to pay, and have been on to trading standards so far, next steph the MP and watchdog!!

[KatP]

If you have a cashback mobile, regardless of any problems you have had to date, sign the petition and tell everyone you know about it. It affects everyone with one of these deals!!

[FF99]

Any positive experiences of Orange downgrades being permitted ?

How does the 6 month downgrade option work ? Can the change be made over the phone and exactly at what point does the notice need to be given ?

[reehsetin]

if its an 18m contract then it can only be changed after 9months and they only let you downgrade one tier e,g, 35 to 30.

You will not be able to switch to a lower Service Plan for the first 6 months of a 12 month contract, the first 9 months of an 18 month contract or the first 12 months or a 24 month contract. After the first 6, 9 and 12 months, as appropriate, you may switch to the next lowest value Service Plan once only for the remainder of your contract term. You are able to switch to an equivalent or higher Service Plan at any time.

http://shop.orange.co.uk/shop/terms#tempestpackages

[FF99]

Just a bump to see whether anyone had succeeeded / failed with Orange ?

[Faz]

Just adding my bit here, I was able to get my lines reduced to the minimum tarriff which is £25 a month. My original tariff was £40 a month and I had multiple lines.

I was initially told by Orange I wasn't allowed to downgrade early even though I was affected by a cashback deal 'scam' and it took persuasion on my side for them to admit they were letting customers downgrade to the cheapest package early.

[EddieH123]

I bought two phones from The Mobile Outlet on Canary 40 last June, with 100% cashback being offered. I have sent in my claims excatly as requested but have yet to see a penny of the £560 currently owed to me. TMO ignore my letters, keep you on hold for at least 30 minutes before answering their premium rate (0870) numbers and the email address quoted on their documentation doesn't exist. I did get one email from them stating that rather than the 28 days delay before payment of my cashback I was now going to have to wait around 45 days!!! Orange slope shoulders saying that they have no control over third party providers, who in this case they are still dealing with, but will consider reducing my plans.

[mcmanlyn]

EddieH123 - you probably want to check the rather lengthy Mobile Outlet thread for the bad news!

[twjnorth]

Hi All - I have a cashback deal with Orange through the mobileoutlet that was never paid.

I phoned Orange Customer Service and spoke to a normal operator to ask to downgrade the service, explaining about the cashback company going into administration) and they said i could only move me down one tariff due to the contract between the cashback company and Orange (from £40 a month to £35 a month).

I wasnt happy with this so phoned back again and went to the "If you e thinking about leaving Orange" option as usually these operators have more power in what they offer. I again explain about mobile outlet and again was told again i could only downgrade one lever to the £35 a month tariff.

I then went online to the orange website (you need to setup a free account with them using your mobile phone number) and noticed the "Best Plan" option which says after six months, all customers can select the best plan based on their phone usage.

I clicked best plan and it said the best tariff for me was £25 per month and gives you a button to click to implement the change. Clicked it and just checked online today and my next bill is charged at £25 so best advice is dont bother with Customer Services, if you've been connected for 6 months and are a low use user, just downgrade via the website.

If you do go to customer services, just ask if you can change your phone plan and dont mention mobile outlet at all as this seems to invoke no sympathy and then restricts what they offer.

Hope thats helpful.

Trevor.

[Keanu]

Different Issue with Orange:

I have experienced different difficulties with Orange - my monthly bill is produced on 19th of the month, normally received by 26th, giving me 7 days to get the bill to the Cash Back company - which to be fair they've always honoured to date.

Problem came in Feb where I had not received my bill by 26th. I rang Orange and explained I needed a copy bill sending out urgently or a new bill with new date applied to give me to time get it to the Cash Back company within 14 days. Orange helpfully informed me i) they couldn't run a new bill with a new date as 'the systems didn't allow it' and ii) they wouldn't send a copy bill as I have been advised from the outset that bills take 7-10 days to be delivered. I was advised I could get an electronic version from the web (which of course is no good for cash back deals). I then had to wait until the 11th day to find the bill had still not appeared, this being a Saturday I had now run out of time to get the bill to the cash back company.

I've now lost the remainder of the cash back, over £150. Subsequent conversation with Orange basically saw them wash their hands of it as 'they have no direct link with third party cash back companies'.

Orange and Royal Mail say they are blameless, the cash back company are happy I've defaulted and me as the customer in all this have lost £150+

In a subsequent conversation with Orange they tell me they're not in a position to offer any type of good will gesture!!!!!

Any suggestions??

[twjnorth]

Just to add to my earlier post, i just got my bill from Orange through the post and it confirms i am now on Racoon 25. I was worried for a minute because it said (12 months) in brackets after it so i phoned Orange to check i hadnt missed something in the small print and signed up to another 12 months.

I havent missed anything any my contract will still end in July so even though i will never see my cashback at least i've saved £15 per month for the remaining 4 months of my contract.

Apparently i could also upgrade my handset next month also without affecting the end date on my contract so i might investigate that as well given that i've been paying £40 per month.

There are some conditions on using best plan on the orange website. You must have connected before 15th October 2007 if you didnt connect directly via Orange and you can loose any promo bundles or offers you got as addons with your phone and Orange handset insurance if you had it but presumably, most people that did cashback deals just got the connection and a handset so check your deal before you commit to changing and make sure it does save you something first.

Regards
Trevor.

[twjnorth]

Maybe this should be posted elsewhere as i think this thread is meant to be just for deals people have changed to if cashbacks are unsuccessful but i'll try and answer it anyway and maybe a moderator can move it somewhere more appropriate.

It depends on who runs the cashback as e2save do accept photocopies and downloaded versions of bills. The cashback companies that use a model where they expect 60% or more of cashback claims to fail to meet the terms do tend to impose much stricter terms and condition to help them meet their target percentage.

This is something you have to consider when you take out these deals and if the time allowed to return the bills is too short and you havent allowed enough time for the postal delay in receiving the bill then you could be in the situation you are now in.

Maybe you could have sent the copy bill by recorded delivery and then sent the real one when it arrived but obviously anything that breaks the terms means the cashback company will jump on that as a reason not to pay out.

Originally Posted by Keanu

Different Issue with Orange:

Problem came in Feb where I had not received my bill by 26th. I rang Orange and explained I needed a copy bill sending out urgently or a new bill with new date applied to give me to time get it to the Cash Back company within 14 days. Orange helpfully informed me i) they couldn't run a new bill with a new date as 'the systems didn't allow it' and ii) they wouldn't send a copy bill as I have been advised from the outset that bills take 7-10 days to be delivered. I was advised I could get an electronic version from the web (which of course is no good for cash back deals). I then had to wait until the 11th day to find the bill had still not appeared, this being a Saturday I had now run out of time to get the bill to the cash back company.

I've now lost the remainder of the cash back, over £150. Subsequent conversation with Orange basically saw them wash their hands of it as 'they have no direct link with third party cash back companies'.

Orange and Royal Mail say they are blameless, the cash back company are happy I've defaulted and me as the customer in all this have lost £150+

In a subsequent conversation with Orange they tell me they're not in a position to offer any type of good will gesture!!!!!

Any suggestions??

[kosial]

Hi All,

Sorry if that's a wrong thread to ask but I bought a phone from Orange via The Link with a cashback offer. I received my first cheque for 35 pounds instead of 105 pounds.

I sent a letter to that address:

The Link Stores Ltd.
Maylands Avenue
Hemel Hampstead
HP2 7TG

explaining everything and asking to receive the answer within 14 days.

I received a letter from that address:

Currys
2 Nunnery Square
The Parkway
Sheffield S2 5DD

stating that 'As the purchase was made from The Link Direct, a copy op your correspondence has been forwarded to them for investigating and they will reply to you in due course' - obviously never heard from them.

I have to mention that later I received two cheques for 105 pounds, so obviously all my claims were valid, someone made a mistake.

What to do now, whom to contact to get those missing 70 quid?

Any advise?

[gplans]

twjnorth, your posts were so helpful although too late for me as I've just found out. You're right in believing that downgrading your tariff online doesn't enter you into a new contract with Orange - I've just read this quote online:
"Please note - if you change your service plan online your current contract period will stay the same. To start a new 12, 18 or 24 month contract please call 343."

I have/had a cashback deal with Mobile Outlet for which they owe/owed me £420; I have a 12-month contract with Orange at £35 pm (Canary 35, I think?) and only have 2 months left of my contract. I phoned Orange last Wednesday to negotiate a better deal and spoke to an ordinary Customer Services person but the best they could offer me was the Racoon 30 (£30 pm). I then asked to speak to their supervisor to see if I could get a better deal but the best she could give me was again the Racoon 30 plus £10 credit for goodwill, despite all my arguments and reasoning. I was told the new tariff would only take effect from my next billing date which is the 19th March, but from checking online now it seems I was moved immediately on to it.

I've just tried viewing my "Best Plan" but it won't allow me as I'm already on the new tariff and obviously my new usage can't be compared. I tried going directly to the "Service Plans" to change my tariff myself but it wouldn't offer me Racoon 25. My advice is to GO FIRST online to change your tariff via the "Best Plan Review" as twjnorth advises, as once you've phoned 150 and agreed to their offer you cannot change it again online, like I've just tried (although I will phone 150 again to say that I was advised my new tariff would only take effect the 19th March so I can try again online).