Orange Price changes ?

AgentGibbs

love_my_2_boys wrote: »

called ofcom, got a reference number, and a phone number for orange that only ofcom can give out. geve them my reference number, was put through to the loyalty team and he said "you spoke to my collegue on Saturday and he said no so i have to up hold that decision"
wouldn't budge so i told them i will put it in writing etc.
Pretty much got no where..
So im off to write a letter to them.

Im in same situation with a Ref number and number to call. I was wondering how does writing a letter of complaint affect the 28days to complain or it appears as if you have accepted the contract changes rule?
I got the text on the 22nd July so have only ten-ish more days before it appears I have accepted the changes? Is that correct?
Does written communication have to fall under this condition also?

natalina_2

I have called them twice this morning and got the same answer "you are not eligible to cancel because you don't go over your minutes" the second representative didn't even give me his extension number!!! really angry about it!! phoned OFcom but they said I need to put a formal complain..

need to get out of this contract because really the second representative was very rude, nearly screaming over the phone!!

LukePatchett

I phoned Orange on Saturday, told them why I wanted to cancel and she said I haven't gone over my minutes, but if I'd like to cancel - then I can still do so. That's what I did and now I'm awaiting my PAC code, presume I will receive it before it gets cancelled?

ashleighfp

i just rang ofcom after ive been told multiple times that i cannot cancel.

They gave me a ref number and told me to ring 08000790134 and give them it.

The man told me someone would contact me within 24-48 hours to resolve the problem (i can imagine they're just going to tell me the same thing!).

ofcom told me if they do not resolve the problem, write into orange and complain, if they do not respond within 12 weeks then to contact cisas on 020 7520 3827.

natalina_2

just got throught to a lovely representative!!!!!! its done!!!!!!! its done!!!! from tomorrow!!!! will let you know if I get any problems or doesn't get disconected!!! straight to 02 now on simplicity for £10!!! :beer:

kernal_2

I have spoke with OFCOM and CEO office at Orange today, And both confirmed We are within our right to Cancel, and need to go through to Orange Retentions and if they Refuse to Cancel then ask them to esculate, Take the name of the people you speak to and if they are not helpful and do what is requested you will go back through to the CEO OFFICE and make them aware the have not dont what you are Legally entitled too.

THEIR OWN CEO OFFICE HAVE CONFIRMED UNDER THE COMMUNICATIONS ACT OF 2003 you are able to cancel without penalty.

08000790134 CEO OFFICE

quids_in_2

I have just tried to cancel but they say I don't go over my minutes ever and I haven't made any calls to 0845 numbers in the last 3 months.
The queue til I got to speak to someone was 15 minutes.

kernal_2

Just make them aware under the communication act 2003 it doesnt matter if you have gone over or not, If you do not agree to the new terms you are legally within your right to cancel

CassieL

Some people (including me!!) are being told that clause 15 of the Orange contract allows then to vary prices, and that's why even OFCOM can't make them take your cancellation request.

Firstly, nothing in the contract can countermand OFCOM's guidelines, as those are fixed in law. Contracts cannot be illegal, end of story.

Secondly, take a look at the text of c15:

15 changes to your Contract
we reserve the right to make changes to your Contract
15.1 {snip..} We do, however, reserve the right to vary the terms of this Contract from time to time and to make changes to your Service Plan. We acknowledge that if we do increase the Charges, withdraw Orange Additional Services or introduce new mandatory Charges - or if your contractual rights are affected to your detriment - you may terminate your Contract in accordance with Condition 4.3. If you do not give notice within one month of our notifying you of any change(s), you will be taken to have accepted the change(s).

The critical word is that 'or' and the position of the two hyphens - increasing the charges counts in isolation, there does not have to be any detriment.


To include detriment in each of the four events, the second hyphen would need to be between "affected" and "to", not between "detriment" and "you". Clause 15 therefore agrees with OFCOM, so they can't use it as an excuse (even though they seem to be trying to).


I insisted they added a note to the account saying I formally refused the change and what my OFCOM reference was (to comply with the last sentence in clause 15), so if the letter takes longer than a month to be dealt with they can't impose the changes automatically or claim I've accepted them.




You need to give Orange notice that you don't accept the new terms. OFCOM's advice aside, if you just sit there, Orange could argue that you accepted the change. Phone up, get them to put a note on the account, and if you're worried phone back and make sure it's there.

kernal_2

Great point everyone from the above message, if you are concerned they havent added the note before speaking to the rep take a name and ext number, then call the CEO office number on my message above and check that person done what was formally requested.