Orange Price changes ?

u01jet4

northerngeezer wrote: »

I'm sure they have had hundreds of calls regarding the matter so hopefully they will know what you are on about

Go for it

thanks, so you phone ofcom, complain, get a ref number, phone ceo, get disconnected, badaboom badabing?

mutedwhisper

Rockyroad wrote: »

Hi,

Sorry for posting again, but does anyone know how long it takes to get pac code from Orange? I spoke to someone on Thursday and just said I wanted to cancel, no hassle or anything and she said she would post my pac code to me. Any idea how long it takes to be sent?

Thanks again.

Hello - they say around 3-5 working days, I received my PAC code in 2. Just hope that there are no postal strikes your way!!

Steer

Called up this morning, was in the que for around 15/20min when they did answer i spoke to a guy called ben who was very nice, told him i received the test and would like to cancel the account. He put me on hold for a min or so, then said he could cancel it right now, i asked for my pac code, and he said it would be with me in about 3 days. he did ask if he could offer me anything to stay but only had extra minutes to offer so i declined. I think i do use the odd 08 number, but i dont go over my minutes at all.
Was only my 2nd call the first was last week when they told me i had to wait for the text.

flakmunky

My situation:

6 months in to an 18 month contract, got the text, have never used all of my minutes, have 1 or 2 08xxx numbers on my last 3 statements (checked online).

Outcome 1:

Rang 150, 1, 4, 3. Mentioned text message. Straight away told me that the legal department had told them that they could only cancel those who had used all of their bundled minutes. Asked him to note on my account that I didn't agree to the change in the T&C's. Asked to speak to his superviosr. None available. Asked for his employee number, he didn't have one he was a temp. Offered to get someone to call me back, to which I agreed.

Outcome 2:

10 minutes later rang 150, 1, 4, 3. Mentioned text message. Friendly person said that she would check if I was eligible. "Eligible for what I asked?", "Cancellation" I was told. No I wasn't. Said she would look back through my bills to see if this was correct. I said my doctor surgery used an 0845 number. She said, yes I can see you have called a couple of 0845 numbers and that I was eligible. I asked could I have a PAC she said "no, because you are cancelling your contract early" I asked "are you sure?" she said "I'll see what I can do" then "yes I can". "What other options do I have, not sure if I want to cancel" says I. "Oh, everyone else does" says she...

Result:

I have a 30 day option to cancel now. Sweet.

O2 here I come...

hazelalexa

I've been with Orange on Dolphin 15 (24 month contract, 100 minutes, unlimited texts, £15) since last November... would I be able to cancel my contract on the basis of these price changes? I only use around 300 texts and 5 inclusive minutes per month so the charges really wouldn't affect me. I just can't really afford the bill each month (I'm a student) and have wanted to cancel my contract since I got it (impulse decision, I used to use about a text a day) but also don't want to buy myself out.

I should probably add that I've already dealt with Orange in the past and they were very helpful... they were adding an extra £5 bundle on to my contract each month that I didn't request (but didn't opt out of either). They cancelled it and refunded me the money I'd already paid.

u01jet4

hazelalexa wrote: »

I've been with Orange on Dolphin 15 (24 month contract, 100 minutes, unlimited texts, £15) since last November... would I be able to cancel my contract on the basis of these price changes? I only use around 300 texts and 5 inclusive minutes per month so the charges really wouldn't affect me. I just can't really afford the bill each month (I'm a student) and have wanted to cancel my contract since I got it (impulse decision, I used to use about a text a day) but also don't want to buy myself out.

I should probably add that I've already dealt with Orange in the past and they were very helpful... they were adding an extra £5 bundle on to my contract each month that I didn't request (but didn't opt out of either). They cancelled it and refunded me the money I'd already paid.

no harm trying, from talk of eligibility and criteria it sound unlikely but who knows what will happen over the next 12 months? ask them how they can predict whether or not you will need those numbers or minutes in the future as you certainly cant! maybe wait a day or two and keep an eye on this forum cos there might be some major changes.

CassieL

u01jet4 wrote: »

thanks, so you phone ofcom, complain, get a ref number, phone ceo, get disconnected, badaboom badabing?

Almost! It worked for me today, thank the relevant deities and folks on here, but some are saying they still come unstuck at the last hurdle.

Ofcom will take basic info about your situation (that you want to cancel, have been told you can't, why not, etc.) and your name and address. The ref number is not actually that important right now, it's so that if Ofcom decide to pursue Orange they can track what's been happening to your case since you spoke to them, but Ofcom at the moment aren't taking action, they're just collecting data and seeing what the scale of the problem is.

When you phone CEO they'll take the ref number, and if you're lucky they'll forward you to retentions, who may or may not do the whole eligibility check thing again, and may or may not actually disconnect you! It seems it's pretty random at the moment, but many are saying they've succeeded today even though last week they were told they failed the test because they didn't make enough calls. YOU STILL HAVE TO BE ON A PRE-JULY CONTRACT though - people whose contract mentioned the new prices at the point they signed up are NOT being allowed to cancel, and rightly so.

It does seem that when CEO transfers you to retentions, they tell them something about what you're asking for, so you're not starting from scratch like you do if you call 150. My guy just said "hello, so you want to disconnect - are you keeping your number?"

If you're on hold for the CEO number for more than 15 mins, hang up and call back - they don't have a proper queue system, and you'll probably get through right away of you redial a few times. I have a feeling if the CEO lines are all busy you're dropped into a Leona-Lewis-flavored black hole.


(cancelled today, phone will die at midnight tomorrow. Got the text, didn't make qualifying calls on all last 3 bills, initially refused three times.)

hazelalexa

u01jet4 wrote: »

no harm trying, from talk of eligibility and criteria it sound unlikely but who knows what will happen over the next 12 months? ask them how they can predict whether or not you will need those numbers or minutes in the future as you certainly cant! maybe wait a day or two and keep an eye on this forum cos there might be some major changes.

You make a good point! Thank you.
What kind of major changes?

u01jet4

thanks CassieL. I got told last night that if I've not received the text by tomorrow to call back, so I guess I'll just hold off till then so at least they don't fob me off with that line. and if they try to fob me off with that line I will be quoting bitterwallet mad as that link was really helpful! just want to move to O2 already, much better deals!

squirreleater

Hi, Register just to comment.

Tried yesterday but was told I could not cancel.
Tried this morning, rung the ceo office, had a nice chat and explained the changes would effect me in the future yadayada.....Got put through to another girl who tried to offer me some different tarrifs (no thanks) and was told I could be cancelled- got the pac code texted to me before I got off the phone!

Not once did they mention 3 months of call records, call allowance or 08 numbers, just tried to talk me out of going by mentioning other network charges etc.

Keep trying people, they seem to be caving in!