Orange Price changes ?

John_G66

RESULT

I've only been after an extra 200mins for my daughter, as I had already 'wanggled' her a cracking deal, only took the contract out 3 weeks ago, this was for a Tocco Ultra - 400mins and 3000texts for £30 a month with a £10 websave special making it £20.

Anyway phoned up yesterday was told a couple of times no way, you've just taken it out blah, blah, bla. Phoned up this morning and said straight away " I don't wanna leave and go to Offcom, I just need an extra 200 mins that you have been offering people to stay, along with Orange are brilliant and I've been with them for years, and Newcastle are a really brilliant team and shoul'nt of gone down, and Geordie women are fantastic etc etc, Anyways she comes back in 30 seconds with OK sir that's an extra 200 mins on your acount from now, have a nice day.

Oh and by the way in the background it sounded really busy with lots of call centre staff repeating the word Offcom, Offcom, Offcom !!:rotfl:

ljbnotts

Thanks for all the info, rang up and just managed to cancel my contract and she's sending out my pac code in the post! Took a few mins and she even offered me a better contract nd new phone but i am not happy with orange at all so am moving to a new network! Thanks once again!

alextheg

just wanted to thank everyone for their very helpfulll posts. 1 hour on the phone , 3 seperate calls, it was even suggested that i was lying about reciveng the text about the changes to t&c's. incredible ! my advice : persist, be patient, dont argue. orange are not making it easy for you but you do have the right to cancel. my contract isnt supposed to end till june 2010 but i am being disconnected on monday at no cost and i now have my nokia n96 free of charge:j

Rachel_123

phoned up orange, on hold for 15 minutes to get through to a person, spoke to someone called Clare who checked my details and said I am eligible to cancel, PAC code arranged no problem however was told it would affect my credit rating with orange. Only had this current contract for less than a month but been an orange customer for over 3 years

CassieL

Been on several times today and not even a hint of joy (got the text, have used a few 08x numbers, but not been over my minutes) - they say their legal policy is that to cancel you have to have called enough 08xx numbers in the past so that there would have been a 2.5% increase in your bill for each of the last three months.

I asked where that 3-month thing was in the contract terms and the girl said she was reading it from a memo their "compliance team" has sent out to all the call centres, and they're not allowed to deviate from it.

So, I said I would check with Ofcom, and she said Orange already has and what they're doing has been approved.

Exactly the same thing from each person I spoke to, so they all seem to have been trained - the first guy quoted 4.3.1 before I even said I wanted to cancel.

In short, hmph.

NVRAM

I was told by the previous agent I spoke to the agreeement with ofcom was a 4% increase

emmamc1

Hi,

called orange firstly about an hour ago, no luck, put me on hold for 7/8 mins to look at my monthly usage and to see if i was eligible to disconnect, came back said i was not able to cancel because i hadnt gone over on my mins and that it wouldnt affect me.

called back 10 mins later got through to a woman who went and checked my account said i had gone over but the changes wouldnt really affect me i asked if i could disconnect she did it

I read some of the posts on here and people were saying they were told they had cancelled the contract but nothing had happened and was worried they had just fobbed me off. called back to ask for pac code and confirmation will be disconnected monday 10th

Thing is ive seen an amazing contract with orange where you get 310 cashback etc
WOULD IT BE POSSIBLE IF I COULD GO BACK WITH ORANGE???

Thanx, Emma

CG19a

I'm trying to cancel another handset on my account and now getting hassle around this doesn't affect me etc. Surprising thing is, this phone that I am trying to cancel is the only phone that has ever been used for phoning 08 numbers. I'm on hold again to try with another agent.

CG19a

OK that was a bit weird. Phoned back up and got the number cancelled this time as of midnight Monday however the phone I cancelled last week, I received a letter for it stating that it won't be cancelled until 11/09/09. Its as if they randomly make up the termination dates.

JimmyDeemo

Hi all i would just like to tell you my experience of getting my contract cancelled.

I phoned up today and spoke to someone about cancelling my contract because of the new charges. The operator explained to me and my past usage indicated that I wouldn't really be affected by them as its only when I went over my minutes. I said that my usage could go up at a later date and I would be penalised for it.

We went back and forth quite a bit with him trying to convince me that i had a good deal and that i wouldn't get it anywhere else. I believe that he thought I was trying to get money off my bill, and i felt his persistent arguments about how I'm putting myself out of pocket were quite unprofessional. I think he was trying to out me for getting money off or something. Basically the discussion moved onto cost and with my areguement being I can get a SIM only contract for less. But my phone is locked (see below).

In the end as he was just trying to keep me so i said the following;

Me: Ok i understand your arguments and your opinion that i could be worst off by moving my contract, so let me ask you a straight question. Am i within my rights to cancel the contract because of these charges?'

Operator: Yes.

Me: Then I would please like to do that and request a PAC code.

After that he put me on hold to issue the PAC code i was told it would arrive in the post in a few days.

HOWEVER some things for you to think about;


1. The person on the other end of the phones job is to keep you on board, done be annoyed if they are persistent as they are just going their job. If you really want to leave you need to be assertive. In my case it was arguing the points that I wouldn't be better off going else where. I believe that factoring everything in (new tariff, cash back etc.) i would be better off.

2. He did not offer me a discount, at any point, but i believe he thought that's what i was after. This could be due to me already maximising my loyalty discounts, other customers may have some leeway here.

3. If you request a PAC code and can't find a better deal. Just let the PAC code expire and nothing will change (i didn't realise this before, but that's what he was hinting that he thought i was doing just that). I believe that this is what happens when you request a PAC code anyway, but don't quote me on that.

4. If you want to get an unlock code (usually at a charge) for your phone, there is a minimum period. Orange is 3 months, another reason he though i was bluffing was that i was only 3 months into my contract. NOT TRUE - See below. One thing he asked was 'What are you going to do for 3 months without a phone?', a valid point but cheeky in the sense that its none of his business! Update: I called back about the time period, and its only 3 months for orange. Guess what? I was three months in TO THE DAY! Result, unlock code ordered! o2 SIM only + £100 quidco cash back here i come!

5. If you are positive you want to sever your ties with orange (i.e not interested in discount) then you simply need to ask if, regardless of cost comparison, you are within your rights to leave early because of the charges? I'm pretty sure that they can't say no to this.


6. To phone companies, cancelling and requesting a PAC code is two different things. Cancelling means you are definitely leaving, a PAC code means you will leave ONLY if you use the code with another operator.


I hope this helps others out, I can put this in a new thread if people with. Cheers.