Is Orange scamming us?

Singh

It's obvious they make alot of money due to the uncertainty and yeh it does hack me off.
You've just got to use 3's service -- totally up to date -- you can see your mins via wap or dialling 333 -- make a call -- then check your mins and they've been updated straight away.

DonnyDave

FriendofDorothy wrote:

Ha ha just noticed my Sons is showing 100 mins & 11 seconds remaining,how does this work when he only gets 100 mins a month.

It's probably the Network Performance Promise.

magic

optional is just a get out for them. they know it is a part of the service that customers rely on a lot. i mean it is the first thing you are asked about when you phone 150.

Monsoon

Hello again folks,

I've spoken to a representative of OFCOM and they are interested in your experience of this service (or lack of).

You can complain online via the link below. It's very quick, just click on the Action Link:

http://www.ofcom.org.uk/complain/mobile/company/unfair/

People power in action! .... I'm also going to drop a mail to Three. According to a previous post they are providing a much better service in this respect. Perhaps they should make a bit more noise about this.

Yet again today those immortal words

'I'm sorry, this service is currently unavailable' :mad:

Monsoon.

thefirs

I tried tackling Orange CS about this matter tonight. The geordie lass tried the "We've been getting calls about this for the last month now".

I naturally expressed sympathy for her and her colleagues, but wondered what Orange was doing to remedy the situation.

"Well, were hoopin to get a new system in to sort it all out"

When will that be coming in?

"Well, we're expecting it to be sometime in February"

So that's up to three more weeks?

"Yes, that's just about it. Obviously this service is just an extra"

We customers entered into our contracts expecting that this service would be available. People like me are paying about a pound a day for our service, and expect Orange to deliver the service we're paying for.

"As I said, this is just an extra. All we can suggest is that you try and reset yer phone so yer can keep track of the useage that way"

Will Orange consider reducing the line rental until the service is restored?

"Noo, this is just an extra"

Where does it say that in the terms and conditions of the contract?

"Ill just get that up"

Long delay ensues...call cut off after several minutes.

Let's all try to engage CS in this sort of dialogue. Any successes, can we please report back?

rbliss

I had virtually the same conversation with Orange CS earlier this evening about this very problem. The automated service hasn't been working for me since January the 30th and I got the same response when I rung up to complain. Just to add insult to injury the Orange Web site seems to be on go slow - probably because everyone's having to use this method to check their remaining free minutes.

I'll definately be clicking on the link kindly posted by Monsoon to let offcom know my feelings.

redux

Perhaps you might read Ofcom's comments

Phone companies, in common with other companies dealing with consumers, must comply with rules about unfair terms in consumer contracts. If you feel that a particular term of your contract is unfair, you should first speak to your phone company about your concerns.

If the problem relates to a particular term or condition that you feel is unfair, then you can complain to Ofcom and ask Ofcom to investigate whether the term complies with consumer protection law.

The service being discussed is not specifically mentioned in the Terms and Conditions. The nearest you can get to anything that applies is 3.4. What is the period of non-availablity supposed to be?

I don't think you are discussing whether the T&C are unfair, but a difference of opinion on how well they are being observed.

Monsoon

redux wrote:

Perhaps you might read Ofcom's comments


The service being discussed is not specifically mentioned in the Terms and Conditions. The nearest you can get to anything that applies is 3.4. What is the period of non-availablity supposed to be?

I don't think you are discussing whether the T&C are unfair, but a difference of opinion on how well they are being observed.

I disagree.

When you enter into a contract and one of their services is to provide daily updated, minute availability and you find on a regular basis this info is not available for days on end then they are being unreasonable and therefore unfair.

Imagine this was the service which allowed you to make and receive calls, at what point would the non-availablity be in breach of the contract? I cant see anything in there T&C's that specifies a period of time.

Just because they dont include a figure doesnt absolve them of responsibility, legally its down to 'The test of reasonableness'.

eco21

Where in the contract does it say that is one of the services is has to provide is daily updated minutes avaliability?

Would you rather there was no sysytem in place?

Monsoon

It defines a Service as 'Network and other Services, including Orange Additional Services, provided or procured by us for you to use.'

Orange provide many services so you wouldnt expect them to list them all out in their T&C's