Orange - Can I Get Out Of My Contract

emptycup

I am still not entirely sure if that is correct though? Is photo messaging an additional service? As far as I was aware it was part of the standard contract I am on. But then I don't know where to find an official list of additional services from Orange.

Tom1301

I'm still hopeful that I may get somewhere with this because of what I've read above from Human Writes generally seems to apply to the photo bundle and doesn't have relevance to this.

Anyone else see where I'm coming from?

Hopelessly_Addicted

Hey guys - slight related query. I've been with Orange for quite a few years and never had any problems till recently. When I last upgraded, I got a pretty good deal with minutes. The thing is, they slipped in a web browsing bundle without my permission and were charging me for it - I didn't realise till a while ago ago (maybe 13 months or so into the contract when I took a proper look at my bill (I know, it's really bad - I always check my bills now). I called up to complain and the CS rep basically told me that it's my fault for not checking my bills. After a 45 minute argument, she agreed to put £30 credit on my account. I agreed with this. The thing is, she cheekily only put a £15 credit on my account (I flatly REFUSED to this when she offered it to me, which is why she went up to £30), but she put a note on the account saying she agreed £15. When I called up to complain, no one could do anything about it and she was never available. A note was placed for her to call me back, but she never did.

Anyway...apart from this issue, I've had it really good with Orange - no network problems, a great deal on minutes + texts (about 4 years I've been with them now). Today, I called to cancel (explaining my issue), but got offered an even better deal than the one I'm on now, at a lower monthly price. I was going to agree to it, until the rep told me they'd have to charge me £300 if I wanted the new Nokia N96...which I said no to and to go ahead with my cancellation notice and requested my PAC code so I can move my number over elsewhere if I wanted. He did this for me.

Now, I won't be too fussed if it does get cancelled because of the browsing bundle isse, but the deal offered was really good...but I also really want the N96. Does anyone have any experience of being called up by Orange after giving their 30 days cancellation notice? I'm hoping they call so that I can demand the deal I was offered today along with a free N96 - after being charged for a browsing bundle without letting me know, I would feel content in asking for it.

Is it worth writing an e-mail to Orange about this?

Tom1301

I've had that bundle in my account and never used it. Just haven't got round to cancelling it.
And to the writing an email part, they don't respond to account related queries over email best thing to do is write them a letter.

karie

Tom1301 wrote: »

I'm still hopeful that I may get somewhere with this because of what I've read above from Human Writes generally seems to apply to the photo bundle and doesn't have relevance to this.

Anyone else see where I'm coming from?

not entirely...? you mean that this charge applies to individual messages, not to a bundle per say? therefore logic still stands?

Human_Writes

emptycup wrote: »

+1 on this. I have not received anything back yet. Out of interest Human Writes...where did you send your letter? Was it to either of the addresses listed in the thread here?

Thanks for the +1

I emailed Orange's Executive Office directly, they are the final point in Orange's complaint process and respond to complaints on behalf of Orange's directors and senior managers - Like most big companies it's pretty tough getting to speak to directors, so they employ a team of people to respond on their behalf, I've had some dealings with them previously, in my experience they are usually pretty fair, their word is usually final about complaints.

Basically the way it was explained to me was that they can remove a customers ability to use the photo message service, you would still be able to make and receive voice calls, send texts or use any other services Orange provide, as such they class it as an additional service so they can change the prices for using this service without us being able to disconnect, they referred to paragraph 15.1 which says they can change the contact and paragraph 4.3.3 which says then can refuse disconnection as I mentioned previously.

Defining what is and is not an additional service under the contact is a tough one, Orange seemed to be arguing that its primarily a voice contract, anything else like access to email or the internet from my phone, sending and receiving photo messages e.t.c. can be removed from my phone by them and was classed as an additional service.

Tom1301 wrote: »

I'm still hopeful that I may get somewhere with this because of what I've read above from Human Writes generally seems to apply to the photo bundle and doesn't have relevance to this.

A photo bundle is just paying in advance so that you receive a discounted rate for sending photo messages, just like you pay in advance when you've got a contract for a set amount of minutes or texts, not a service itself but I see what you were thinking.

Tom1301

not entirely...? you mean that this charge applies to individual messages, not to a bundle per say? therefore logic still stands?

Yes that's basically it.

It's irritating how contracts can been seen right/wrong from different points of view.

I've still to hear anything from Orange regards the letter I sent to Disconnections in Durham.

Soon as I have anything I'll confirm what they have said to me and whether or not OP/Hudges/emptycup/Human Writes are correct.

emptycup

I am still waiting to hear back from the letter I sent. however, the more I think about what has been posted on here the less convinced we will be able to cancel.

Personally, I don't see the mobile contract I have as a voice only contract. Photo messaging is inclusive of my contract and I didn't have to ask for it to be added to my service (i.e. Ididn't request an additional service).

If the phone carrier has it working from the get go without any requests on my part how can it be an additional service?

But I suppose it all boils doen to the terminology they use to classify the services they provide.

sals23

Hi all
This is my first post but have been receiving the MSE emails for a while now.
I read all through this thread yesterday because I am getting a BT landline in my shop plus mobile and wanted to get out of my Orange contract early.
- 7 months left of 18 month contract - 'raccoon 30' so costing £30 a month.

I am also currently being overcharged by Orange for multiple texts although only 1 is being sent at a time. It would appear this has been going on for a while.
They say it will be 2 weeks until this is sorted and they will refund me the money.
My Q: does anyone think this overcharging is reasonable grounds for me to terminate my contract early?

Also, may be of help to someone:
What I could do yesterday was reduce my contract from the raccoon 30 (£30) to the dolphin 25 (£20) for the rest of my 7 months (so not signing up for new contract). This will change on Nov 1st. At which point I can phone up and get the contract reduced again to the Dolphin 15 (£15). I have to do this in two steps because (apparently) they can only drop down one contract at a time. Luckily Orange seem to class the step down by contract name/number as opposed to how much it costs. (so i don't have to do - £30 - £25 - £20 - £15).
Anyway - even if I can't get out of the contract early at least I will only be paying half of what I was before.

Hudge

emptycup wrote: »

Personally, I don't see the mobile contract I have as a voice only contract. Photo messaging is inclusive of my contract and I didn't have to ask for it to be added to my service (i.e. Ididn't request an additional service).

Thats exactly how I see it. I don't have picture messages in an additional bundle, nor did I request a picture message service when I signed up.

My Sony Erricsson phone gives me an option of sending a picture message or text message - i would imagine this is standard over all SE phones. If I use this function I get charged a standard MMS fee.

I posted a link to another forum on pg2 of this thread, which reads;

''Unfair Terms in Consumer Contracts Regulations 1999Section 7(2) which clearly states that any doubt about meaning will ALWAYS be made in benefit of the consumer''

Could be something to throw at em, if not ofcom etc.

Sent my letter in a week ago, no response yet