Orange Price changes ?

cralittlewood

Mr_Plough wrote: »

@ gh1990
Call their bluff and ring ofcom, someone on another thread said they complained to ofcom and were given a number to call orange complaints dept and got cancelled this way, may be worth a try, what have you got to loose..

I got my pac this morning, so huge thanks to the OP, I was soooo tired of their "customer service" three wrong bills in a row plus numerous other problems I'm glad to be free!

I called Ofcom yesterday and complained that Orange would not let me cancel.
Ofcom log your call and give you a reference number and then give you the number of the executive office at Orange that deal with Ofcom complaints.

Ofcom told me if they would not let me cancel over the phone then I would have to complain via a letter to Orange.

Orange have 8 weeks to reply to the letter, if they reply and say that you cannot cancel your contract then you can go to the industry Ombudsman CISAS.

They would not let me cancel over the phone and said my minimum call charge was remaining at 4.9p. They are supposed to be sending me a letter confirming this, however I am still going to write my complaint to Orange with the Ofcom reference number, and ask them to confirm that none of my charges are changing.

Ofcom - 0300 123 3333
CISAS 0207 5203827

I have the number for the Executive office but am not posting it because you need an Ofcom reference for them to take the call and anybody who rings Ofcom will get a reference and also the number of the Executive Office.

cralittlewood

One further thing that Ofcom told me, we should be asking to be released without penalty from your contract under General Condition 9.3 as it has a material detriment to me as the consumer.

I looked up 9.3 on the web and the description is below

9.3 Where the Communications Provider intends to modify a condition in a contract with a Consumer which is likely to be of material detriment to the Consumer, the Communications Provider shall:
(a) provide the Consumer with at least one month's notice of its intention detailing the proposed modification; and
(b) inform the Consumer of the ability to terminate the contract without penalty if the proposed modification is not acceptable to the Consumer

John_G66

Phoned today but was told that because I only took out the contract on July 20th the new charges were already included. I have been using 2 months free data on a daily basis, are data charges going up? I may be able to use this as an angle, unless the charges for data were already included ?
Thing is I’m happy with Orange but just need an extra 200mins.

Could really do with some input here from someone who really knows their stuff regarding T&C's, is there anything that has changed T&C wise that those people who took out a contract in July could use as a bargaining tool ?

mikee_j

so... i phoned up Tuesday this week and took me 3 mins and my contract was cancelled. The guy tried to insist that i didn't need to cancel as don't go over my mins, but i stood my ground. Got my letter and PAC code through the post this morning and going to pick up my iphone on O2 tomorrow....

...happy days!

reading some of these posts, i think some people need to be a bit firmer with Orange... don't take no for an answer and kick up a fuss.

drbesty

The last thing you want to do when you contact a call centre is kick up a fuss, it really makes the person on the other end not give a toss, be friendly, be polite, it'll get you far

magsirl

cralittlewood wrote: »

One further thing that Ofcom told me, we should be asking to be released without penalty from your contract under General Condition 9.3 as it has a material detriment to me as the consumer.

I looked up 9.3 on the web and the description is below

9.3 Where the Communications Provider intends to modify a condition in a contract with a Consumer which is likely to be of material detriment to the Consumer, the Communications Provider shall:
(a) provide the Consumer with at least one month's notice of its intention detailing the proposed modification; and
(b) inform the Consumer of the ability to terminate the contract without penalty if the proposed modification is not acceptable to the Consumer

Many thanks for the above!! I phoned earlier and spoke with a lady and she said no we had not gone over the mins or phoned any numbers!! (All true) and we could not cancel. I phoned again and spoke with a lovely guy!! and quoted the above and when he checked he said yes we could cancel as we had phoned one of the numbers Well happy.
Many thanks for all the tips and advice.

Just to add we only received the text tonight.I did make an 0845 call from the mobile between phoning the lady and the very nice guy!

sjibjib

Just thought people may want to know..if you use your PAC code straight away then orange will charge you for the rest of the month..Its better to use your mins and messages and then use your PAC code on the 29/30th day that what you wont end up getting billed for an entire month..

If you do manage to cancel (and you dont mind waiting) then just move the contract on to pay as you go and then get the PAC code so you dont end up getting charged and orange will then pay you back the remainder of the month..

Thanks to all those that figured out this loophole..I didnt want to cancel so Orange gave me extra 600 mins and for my sis 300 mins and 250 texts..wish I had haggled for the internet lol

shauniebabe

What did you say to get them to offer you a deal?

All theyve said to me is theyll cancel the contract but then theyll phone us on the 25th august with a upgrade deal!

I might of gone got her a iphone by then! They dont wanna seem to keep people! I wouldnt mind her bills are always 50quid plus and this month its 93quid and shes never missed a bill!

simax

Just to let you know as of this afternoon, Orange's legal department have set strict criteria on who can cancel. If you don't meet the criteria, you won't be able to cancel. End of.

biglugs

If I cancel my wife's contract will they convert the SIM to PAYG if you ask, or will they always kill it off?
I have always been reasonably happy with Orange and my wife wants to keep her number, but if we can get out of the remaining 10 months of her contract that would be nice.