Orange Price changes ?

bethw22

no check this website tomorrow, ofcom arent releasing anything, i think a lot of people that have read all these posts will be ringing them tomorrow.

Im upset that i cant cancel and yet so many people on this website seem to have been able to cancel. Orange need to make up their mind.

johhny7

CassieL wrote: »

As I can't talk to Ofcom till Monday, I called in a favour and spoke to a friend's hubby, who happens to be a barrister. All unofficial and all (not like I could afford him! ), but he brought up something that I don't see anyone has mentioned yet.

We know orange is claiming that their 4.3.1 prevents any cancellation unless you've made the calls in the last 3 months, and that Ofcom GC9 says we should have a right to cancel, but he said both those would hang on the definition of "material detriment", which isn't clear-cut. He thinks that's where Orange's lawyers have made up their 3-month-calls thing from, by trying to measure if the detriment is material or not, and that it could possibly be legal for them to take that approach.

He then said "you do know about the Universal Service Directive?"... :rolleyes:

Serious Googling later:

Directive 2002/22/EC, which is part of UK law through the Communications Act 2003, says in article 20:

END-USER INTERESTS AND RIGHTS
Article 20
Contracts
4. Subscribers shall have a right to withdraw from their contracts without penalty upon notice of proposed modifications in the contractual conditions. Subscribers shall be given adequate notice, not shorter than one month, ahead of any such modifications and shall be informed at the same time of their right to withdraw, without penalty, from such contracts, if they do not accept the new conditions.

The entire text of the directive is online - just Google for it, but I can't post the link.

Critically, Article 20 has no mention of detriment - it simply has to be a change in the contract that the user doesn't want to accept - it can even be a REDUCTION in charges, and because it's part of legislation there's nothing Orange can say in their contract which prevents it from applying.

I doubt anyone in the call centre will listen if you read it to them, but Orange's lawyers will have to.

Thanks for the tip re: the new legal point on this issue....however; I tried quoting Article 20 to the rep and tbh...I may as well been talking Swahili to him....he was a nice enough lad, polite and understanding, but as he said, his hands are tied with regards to what he can do (he also said he'd had the same txt read out to him earlier 2 or 3 times today..."probably off the same forum you're on".....)

I've only been with them since 1st week in June but he said I was inelligible as I never called 08** No's. I explained that I HAVE called some within the last 3 days....only about 3 or 4....but he said they were'nt showing up!!!

Was on the phone for nearly 50mins, being passed from dept to dept and finally onto billing....all came up with the same response....my ONLY move now is to contact Ofcom to see if they will uphold my complaint - if they do, Orange have NO ALTERNATIVE but to comply with Ofcom's decision......

My next move is a call to them tomorrow......

rigsby1967

Just got of the phone to orange after a 20 minute hold.

Told the woman i want to cancel, she said it didint effect me as my average shows i dont go over my minutes. I told her i had only been on contract for 2 1/2 months and the 1st month i only got 2 weeks 100 mins, the 2nd and 3rd months i have gone over both times, she apoligised and offered me 50 extra minutes PM ( i defo wont go over that) plus £10 goodwill gesture.

So i have decided to stay with Orange.

rigs

spark_deals

I have been reading the orange cancellation thread for quite few days.
And I posted this message on the main orange thread.

My contract started 02/07 2009.
·The contract is for 18 months and the plan is Racoon 35.
·I shall be paying £24.46 per month by direct debit.
·I shall be entitled to 600 cross network minutes, 500 texts, Orange Sat Nav, unlimited landline calls, unlimited calls to one Orange magic number and free home broadband.

Am I eligible to cancel under new variation in terms and conditions of the contract
Many thanks.

spark_deals

rigsby1967 wrote: »

Just got of the phone to orange after a 20 minute hold.

Told the woman i want to cancel, she said it didint effect me as my average shows i dont go over my minutes. I told her i had only been on contract for 2 1/2 months and the 1st month i only got 2 weeks 100 mins, the 2nd and 3rd months i have gone over both times, she apoligised and offered me 50 extra minutes PM ( i defo wont go over that) plus £10 goodwill gesture.

So i have decided to stay with Orange.

rigs

Were you trying to cancel the contract or squeeze few more minutes/texts?

A-Trice

anyone know if the midnight disconnection is immidiate ?

platterfish

These so called 'customer service' staff are hardly being advocates of their organisation, and have no doubt put many many people of using orange ever again in the future - I for one will never use orange again, as much as they are sticking to what they have been told, they should still treat every case respectfully in a polite manner, This is hardly setting a good example for them!

mutedwhisper

SammyS1987 wrote: »

Just had a 40 minute conversation with Orange, At first with a guy called Shaun (30862) who offered me a £20 credit. I said I would not accept this as it could be seen as an acceptance of the new charges. And then he put me through to the area manager Iyub. Still no joy although both understood where I was coming from. One other thing I pointed out to them though was that in the last three months chances are most people have been on holiday for at least two weeks so wouldn't be using the phone anyway.

It boiled down to Iyub saying I could either accept the £20 credit and they will do me a good deal when I renew my contract (far better than the one I am on now apparently) or I could put my complaint in writing. Guess what one I chose...

Correspondence Department,
PO Box 10,
Patchway,
Bristol,
BS32 4BQ.

Slightly annoying that I now have to put it all in writing.

Hi, I actually wrote to this address...twice. Never received any response within two and a half weeks and when I called, surprise surprise, they hadn't received my letter. If you are sending it, I would recommend paying extra postage so that they have to sign for it. Or use the email address provided a few posts ago (sorry I didn't have time to find it as I'm just popping out) but it was for some chief executive I think. Good luck

mutedwhisper

AND! Just another point, it's kind of amusing that orange's customer service is getting worse. Maybe they should consider why so many people are trying to use this as an excuse to get out of their contracts and away from their ridiculous service!!

rj1000

platterfish wrote: »

These so called 'customer service' staff are hardly being advocates of their organisation, and have no doubt put many many people of using orange ever again in the future - I for one will never use orange again, as much as they are sticking to what they have been told, they should still treat every case respectfully in a polite manner, This is hardly setting a good example for them!

Yes I have to say I agree with this comment. I'm sure working there isn't a barrel of laughs at the moment but they need to remember they're speaking to customers.

One guy I spoke to told me he was just a 'middle man' in all of this and couldn't do anything. Middle man! No you're not, you're a representative of Orange. If you can't do anything then put me through to someone who can!