Orange Price changes ?

Qwerty

Decided to contact Orange today as I have terrible signal problems at home.

Have made 2 calls to orange today, first time a no go as I hadn't gone over my minutes told me to get a solicitor or contact ofcom, ok I thought I'd do a bit more research and then the second time was told ok no problem as you have been making 08-- numbers in less than 5 minutes I'd got my PAK code.

Definately a lottery on which customer service rep you get, remember to stay calm but be firm and polite.

This is the sheet I prepared after my unsuccessful first call:

You’re told the changes won’t effect you because you don’t currently exceed your monthly allowance of minutes.
It doesn’t matter whether you currently exceed your allowance or not, because the contract you agreed with Orange doesn’t consider changes causing material detriment to you

Tell the operator that while you may not currently exceed your allowance, it’s your right to do so, and that this is clearly stated in your Orange contract.

4.3 You may also terminate your Contract if we vary its terms, resulting in an excessive increase in the Charges or changes that alter your rights under this Contract to your detriment.

In other words, it is your right to go over your allowance of minutes without paying more than you previously agreed to, but Orange have agreed they cannot make changes that affect your rights without your agreement.

Ofcom state, we could also ask to be released without penalty from your contract under General Condition 9.3 as it has a material detriment to me as the consumer.

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

Hope this helps someone.
~Q~

Vespesianus

I'd like to know how many customers Orange have lost in the last 3 days lol

SallyUK

I've just tried to ring them too.

Used 150>3 and spoke to a Customer Service advisor and I asked her to put me through to Cancellations. She then asked why I wanted to cancel and I explained why. She checked and said I hadn't received a text yet and I said I had while I was at work on Thursday. She said ok, I'll try to put you through. However, she kept coming back saying it was engaged and there was a hefty queue and asked me if she could have my number and ring me back when they were available.

Now, I wonder how long that will be and if they will?? lol

I'll try again in half an hour if they haven't rung me.

Sal
x

[Deleted User]

Ive just cancelled my 2nd contract, no questions asked, PAC code on its way, I think it must be a lottery on who you get at the other end.

SallyUK

Well surprise, surprise!

They rang me back, I was put through to disconnections and the girl I spoke to said they had instructions not to disconnect anyone who hadn't received a text. I tried arguing that I had but she was insistant. I then asked to speak to a manager who came on the phone and said again they couldn't disconnect anyone until the text had been received.

As per this:

You’re told you can only cancel if you’ve received a text message informing you of the changes - if you haven’t, you can’t
However, some comments have suggested that Orange are deliberately staggering the texts, which means there may be a valid reason as to why you haven’t received one yet. If the operator still refuses and requests you wait until a text is sent, ask for a specific date when the text will be sent. It has to be before mid-August so you have 30 days to give notice. Agree that if you don’t receive it on this date, that you can call back and cancel. Take the operator’s full name and then ask for a note to be put on your account. If you have to call back again, point out that Orange are already in breach of contract by refusing to let you cancel.

I asked him when I should expect another text and he said it should arrive on Monday 10th August and I could then ring up and cancel right away.

I did point out that they were already in breach of contract and he said I'd have to put that in writing directly to Ofcom.

So I'll try again on Monday and see what happens then.

Sally
x

Churching0

OMG

If your've seen my previous comments on this forum, you will be very surprised to hear that I have finally managed to CANCEL my contract at last..... requesting the PAC code and when that is used that is when it is terminated.....Phew


After several phone calls of over a hr on every occasion, Having a note held on my account, getting everyone saying not entitled to it due to not going over mins so wouldn't be affected etc, me saying I was going to see CAB, OFCOM and write letters and emails etc to be still told the same

Well after the thread has gathered pace and 55 pages of comments decided to let you know....

Even with a comment on my account, looked at my bills online individually and even though the 08 numbers were not really used that often recently, I had used them quite alot in September, November and December, of last yr... So I was armed with some more ammo regarding my account rang them again.. Got a nice chap, who I told there was notes on my account and he should check them before we begin and I also told him that I had thoughly gone thru my previous bills online and what the previous Customer services people told me (I was not being affected) was wrong and started to roll out my ammo of the transactions of 08 numbers that were used in the above months.....To this I was told, could I hold. With a smile on my face and much more confident then last night, when I spoke to a Customer Services Manager, He came back and said as you have used the numbers several times I would be able to cancel..

I was utterly shocked but also glad after all the hassle within the last wk finally come to the conclusion I had wanted.

Anyway he told me he could offer me new deals etc with new phone and they would be cheaper then anyone else......But I had told him after the way I have been treated over this matter, if it was sorted straight away I would probably have accepted another contract with them...But as it has took this much agro up until I had spoken to himself, I have decided to leave..(plus my hearts set on a I phone now....Think I deserve it after all this)

Anyway my contract was a Dolphin 35 18 month contract due to expire end of Nov 09.

My advice would be to anyone having probs is to check your bills online and note down any Extra call charges and Data charges and then collect them all together and ring back....They only check ur last 3 months so YOU check the others and give it to them .....

Thanks all and sorry for the long post :beer:

SallyUK

Has everyone who's managed to cancel actually had a text or have some managed to do it without having received a text?

Sal
x

Amba_Gambla

So does anyone know if there is a time limit on the cancellation? I am abroad until August 27th, and don't want to have to mess around trying to get a new contract while I'm across the pond.

Ewaf

Can anyone please confirm if i can use my PAC code to start another orange contract? Keeping my same number? Many thanks

Qwerty

SallyUK wrote: »

Has everyone who's managed to cancel actually had a text or have some managed to do it without having received a text?

Sal
x

My other half received their text on the 24.07.09, I hadn't received anything.

I got my text about 2 hours after cancelling today

HTH
~Q~