URGENT Orange Ending Free 0800 calls

doublegandt

I did what someone said on previous post. I emailed the exec office at 11am on Tuesday 6th - just had call from exec office - 1pm Wednesday 7th - to say they are adding the free 0800 bundle to my account!!! Email addresses are sanjiv.ahuja@orange.co.uk and executive.office@orange.co.uk . I emailed both.
I have been with orange for about 6 years and I actually find them v.good - I have the Select 750 package - changed to that 2 years ago when 3 network had a 750 offer and Orange matched it.

Thanks to the OP who gave these email addresses.

For Info - this is like what I wrote (said in an Ernie Wise voice!)

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0800 Charging from 1st Dec 2005

I think Orange are wrong to change existing customers terms such that they now have to pay for 0800 calls. I also think it is a breach of contract as per 3.4.1

Not charging for 0800 calls was a unique selling point to Orange customers - now you are just like other providers - so there is less incentive to stay with Orange when a contract term is due for renewal.

I have been a loyal and long standing customer and I feel you need to show some loyalty back.

I know that you can put non-calling card 0800 bundles on accounts and I am requesting you do this for my account.

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SethJohnson555

Hiya,

I'm on Orange Everyday 50 and have been for the last 7 years or so also playing the cat and mouse game between Orange and Onetel. I heard the new orange message, got peeved off and found this thread through google. Hooray! Nice to know lots of us are in the same boat.

I did the following:

1. Called up and asked about the new 0800 charge, all innocent and polite.
2. Explained my mate on the same tarrif had discussed this at length with Orange.
3. Told the lady he had a freephone 0800 package added to his account.
4. Explained that I used the number a lot 'with work' and was the main reason I stayed with Orange as long as I have.
5. The lady then went off to ask her supervisor about it.
6. When she came back a good few minutes later she said the supervisor saw i used the number a lot and therefore he would put it on my account as she couldn't do it with her system.
7. I asked how long it would be for, she said it wasn't for 12 months (I've just upgraded a fortnight ago) but for the life of the contract.
8. I checked that if I upgrade in another 12 months I would still be able to call 0800 numbers for free. She said yes although the '10p charge' message may still remain.

So just ask for the 0800 freephone package, explain it will cost you lots if you have to pay and it's a main reason you're with orange (if you have to) and just talk to the supervisor if they're defensive. Be nice throughout as it's just good manners.

You should be able to get the package for life, even on everyday 50.

Thanks to all who have posted the info on this forum, I am much obliged!

Cheers,
Seth.

[Happy to be back with Onetel!]

overworked_underpaid

I rang Orange last night to complain about the 0800 charge and the customer services rep put me on hold for about 5mins and said that there was nothing that she could do. I explained that I know people have been given the freephone bundle. She said a supervisor would call back in an hour. I received a call after 45 minutes and was told that nothing could be done. I upgraded my phone last week and was told that they cannot give me the freephone bundle. When I threatened to leave, I was told to return the upgrade phone and then cancel. I said that I would like to make a complaint regarding this as there seems to be one rule for some users and another rule for other customers. I was advised to write a letter to the correspondence department.

What should I do? I see from previous posts that some people have emailed Orange. Should I email or write to them?

clarkey1000

did you sign a new contract when upgrading your phone?

If you did and it didn't mention you would get free Freephone calls then I'm not sure you can demand the freephone bundle as you upgraded after 1st December when the changes came into effect.

Might be wrong but thats how it seems to me

Jo

overworked_underpaid

I didnt sign a new contract. Im still on everyday 50 and just upgraded my handset.

nazlfc

I'm on everyday50 and I did the same as most and luckliy got the 0800 bundle for free too. I did explain to them that I had been with them for nearly 8 years and the main reason for staying with them was because of the 0800 numbers as I use them for all sorts of reasons and not simply for the override purpose.

One thing forgot to mention to them was regarding upgrades. It has been 4 years since my last upgrade and I have tried on numerous occasions to get a good phone upgrade through customer services and disconnections. I have mentioned that I have been ever so loyal with them and have considered moving to another comapny but it appears that they simply will not buy that. Has anyone here tried to contact the executive office for upgrades? and if so has anyone proved to be successful in their chase. Any advice and how to approach them would be great. I know I maybe asking a lot in terms of wanting a high end phone (i.e. W800i or D600) on the everyday50 tarrif but 4 years without an upgrade surely means that I am due a very good phone now.

Please help me if anyone knows of anything that would help.

Regards,

Naz

overworked_underpaid

nazlfc wrote:

I'm on everyday50 and I did the same as most and luckliy got the 0800 bundle for free too. I did explain to them that I had been with them for nearly 8 years and the main reason for staying with them was because of the 0800 numbers as I use them for all sorts of reasons and not simply for the override purpose.

I sent an email and have had no response. I have now written a letter to customer services and hope that they will also give me the 0800 bundle as well.

SethJohnson555

I'm not sure the following advice will be of any use but for what it's worth:

If you want to call Orange to get the freephone 0800 package try calling on a Saturday afternoon when they're bound to be really busy and a supervisor is more likely to just say 'yes whatever'.

If you've called once already, it's always worth trying to call again and just saying that last time you discussed the 0800 price increase and you weren't too happy but you'd think about it and now you'd heard from 'your mate' that he had that put on his package so could you have the same thing put on yours as your both on the same package etc.

What seemed to swing it for me or perhaps they were just saving face was that I said I used the number 'with work' (whatever that means) and they saw that since I called 0800 numbers a lot, that seemed to tally up with them.

If they internally make a note that a supervisor has previously said no to you for the freephone 0800 package then just ask them to reconsider on the basis that your phone bills in future are going to quadruple due to how many more calls you're going to be making in the future with your 'new job'. Whatever that might be.

And always handy is the 'I've been wiht you for ages', 'always been a loyal customer', 'reccomended you to friends and family', 'never paid a bill late' etc. You kinda want to set the operator up with all the reasons before she (usually it's a she) scampers off to the supervisor.

If you try and they still flatly refuse then earlier on in the thread someone mentioned two people's email addresses at Orange and I would try emailing them, I think there was an example email also somewhere as apparently that worked.

Whatever you do don't get agitated with the operator after she's spoken to the supervisor because she can't change what he's said, and it's just bad manners. :-)


Nazflc - The guy who wanted a better phone and hadn't upgraded in years, if you sign up on the orange site with your orange account you can go into the shop and see what upgrades are available and how much each of them cost. You should always upgrade if you plan on staying with them! Even if just to get a free phone to pass on to family or sell on ebay. For the record I upgraded on Dec 2nd.

Thanks everyone, in the last ten days I've become a complete convert to this site!
~Seth.

overworked_underpaid

I emailed the executive office last week and finally received a phone call this morning. They have finally agreed to put on the freephone bundle for one year. :-)

Penny_Pinching_Paul

I complained and they put free bundles for life on my phone so now all 0800 calls are free again!! Its worth being persistent. Tell them you will report them to OffCom as they are holding you to a contract where the terms are being changed by them that will negatively impact you and that seems to do the trick instantly. The sniff of OFFCOM and the guy I spoke to told me they are there for good not just until the contract runs out. :xmassign:

Keep trying - its worth it! I think its well cheeky they applied them in the first place to be honest!

keep up the great work Martin :money: