Orange Price changes ?

4810510

SallyUK wrote: »

Just a quick question again, sorry.

Is there any time limit on this? Do we have to have rung up and cancelled our contract by a certain time?

Sal
x

30 days of receiving notice of the change per T&Cs.

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 such cases you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes). However this option does not apply if:

4810510

SammyS1987 wrote: »

Just been told by Sandra @ Orange that I have to of made an average of five calls a month to an 08** number. I made 8 in May, 2 in June & 1 in July.

I said what if my average goes up between now and September and she said I am now aware of the call charges so that wouldn't qualify me to cancel. (Although I haven't received a text yet to tell me about the increase in call charges.)

Apparently data charges have actually gone down so you can't use that as a valid reason to cancel.

I just made 15 calls to 0800 numbers before they could send me a text to tell me about the charges. I guess I'll try again tomorrow.

I think Sandra is either following the party line or making it up as she goes along. If you make regular calls that will increase in cost in September then you are absolutely entitled to cancel. Ask her to point out the part of the contract that specifies the average of 5 calls per month. T&Cs are binding on both parties. Just imagine if you called up Orange and said you wanted to cancel your contract because your income had dropped. I would call back and get them to put a note on your account that they have refused to cancel because you don't make an average of 5 calls per month. Get the CSRs name and ext number then call back and make sure they have put the note on.

SallyUK

4810510 wrote: »

30 days of receiving notice of the change per T&Cs.

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 such cases you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes). However this option does not apply if:

Thank you.

Sal
x

CharlesC

ThreeNineThreeFive wrote: »

You can just not use the PAC and then stay with them without any problem, though you'll have agreed to the change in terms and conditions by remaining a customer.

From Orange, on the PAC letter I got: "if you decide not to use the [PAC] code before the expiry date, your account will remain active and you can continue to use your phone and services with Orange as normal"

The PAC is valid for 30 days from the date of issue.


My phone is still working just fine, until the PAC is used and the number transfers, at which point the account will be cancelled and a final bill sent out to me. Apparently I'll be billed on a pro-rata basis for any remaining days of the notice period after the PAC is used.

Did your letter mention you may be asked to pay the remainder of your contract? I fear Orange may have a sting in the tail with this one??? :-s

karenjohnson78

@CharlesC

I think you'll find it's a standard letter. I rang up after receiving my letter to check and they agreed that I wouldn't be charged except for the remaining 30 days notice.

Have you and your friend checked your online billing? I looked at mine a few days ago and I had a huge credit on my balance summary to cover the remaining term.

Karen.

kernal_2

i have been told by 7 different people i cant cancel as i do not exceed my usage, advised another rude chap on the 8th call that i have used an 08 num in last 3 month at least twice, and they put me through and cancelled it.

my partner had same issue, i spoke to them and said she had made a call before calling them today they said as it wont show till tomorrow on billing system that they would put a note on system and callbak tomorrow and will cancel no problem

SammyS1987

Just spoke to Rory @ Orange (29039). He said due to the large amount of customers exploiting the loophole at 4pm yesterday their legal team issued instruction to all advisors that the average over the last three months needs to be five or more. I said is a 300% increase not seen as a excessive increase in charge and he said it was not.

Asked why it was only the last three months taken in to account and he said that is the guidelines they have been issued and they will only ever look at the last three months regardless of the enquiry even if it is for loyalty discounts etc. Even though I have made an average of 5.25 calls in the last four months and 8.4 in the last five. Damn 0800 buster!

He said he will make notes he has refused cancellation and gave me his ext number. Even though it doesn't sound like Sandra made any notes in my history earlier!

Not sure what to do now. :-(

CharlesC

karenjohnson78 wrote: »

@CharlesC

I think you'll find it's a standard letter. I rang up after receiving my letter to check and they agreed that I wouldn't be charged except for the remaining 30 days notice.

Have you and your friend checked your online billing? I looked at mine a few days ago and I had a huge credit on my balance summary to cover the remaining term.

Karen.

Hi Karen, thanks for the response.
I requested to leave and the PAC and it was agreed but he said if I dont use it nothing changes. There are no comments on my online account to say I have done anything. I put in the request Thursday evening, my friend did it Weds and got his PAC code and letter this am.

Ive been queueing on the Orange disconnections for 1hr 56mins, thinking of giving up as im fed up of listening to this music. Has anyone else had an excessive hold time?

mutedwhisper

SammyS1987 wrote: »

Just spoke to Rory @ Orange (29039). He said due to the large amount of customers exploiting the loophole at 4pm yesterday their legal team issued instruction to all advisors that the average over the last three months needs to be five or more. I said is a 300% increase not seen as a excessive increase in charge and he said it was not.

Asked why it was only the last three months taken in to account and he said that is the guidelines they have been issued and they will only ever look at the last three months regardless of the enquiry even if it is for loyalty discounts etc. Even though I have made an average of 5.25 calls in the last four months and 8.4 in the last five. Damn 0800 buster!

He said he will make notes he has refused cancellation and gave me his ext number. Even though it doesn't sound like Sandra made any notes in my history earlier!

Not sure what to do now. :-(

maybe you should contact ofcom and see where that gets you? in their t&c's, it states nothing about a criteria you have to meet within the last 3 months. I also got told that in my first call but my contract now ends on 3rd september so keep trying.

DJH2

I rang yesterday (see my previous post) and was told cant cancel because I dont go over the inclusive minutes so changes don't affect me etc......
Just rang back now spoke to a very helpful young woman who cancelled my contract :j as I rang a couple of 08 numbers in the last couple of months.

Keep trying as first person I spoke to was rude and just kept saying no, it really is pot luck who you get on the phone