Orange Price changes ?

OrangeRock

I called up Ofcom yesterday morning, got a reference. Called the Exec office, they were helpful but said they needed to put me through to an escalation team, did so, the guy said "not sure what the problem is, can we do anything to keep you?". I said "give me the iPhone". They can't do that, so I asked for my PAC and today I signed up to O2!

Thanks for all the help on the Forum... happy days!

Virgil_Kint

I spoke to Virgin yesterday and they said I had to write to them to confirm that I wanted to cancel & why.

I took the contract out over the phone so why can't I cancel it over the phone I don't get it.

Could someone advise the kind of text i need to include in the letter as I cannot access many of the adviaory websites included in other e-mails posts.

Thanks
Virgil

hazelalexa

KellyWelly wrote: »

well I just phoned Orange and spoke to an anonymous bloke who REFUSED to give me his name and hung up on me when I asked for it!! He said Orange are entitled to change the terms and conditions and there is no 300% price increase. He said 'do you even understand the changes?' and I said I had spoken to Ofcom and researched it for the past week and fully understood it. I stated three times I did not accept the new terms and conditions and wanted my PAC code and to end my contract with Orange, he said I was not affected by any changes and not allowed to cancel.

When I heard for the third time that Orange are legally allowed to change the terms and conditions and there had not been a price increase for me I asked him for his name (three times) and he went silent for about 10 seconds (I could still hear the background noise) and then hung up on me.

Really NOT impressed now.

That's pretty disgusting treatment.

lobsta100

Hi

Just to let people know they don't necessarily have to go to Ofcom/ CEO first.

I got the text on 5th August. I just called 150 (options 1,3) - spoke to a CSR. I explained I got the text, was not happy with increases and per T&C 4.3 wanted to cancel contract.
He said "Yeah, there are quite a few rules surrounding it, and you need to be going over your bundled minutes and making excessive calls to national rate numbers - I'll pass you to our Retentions and Loyalty team to look into your account and see what can be done"

At this point my heart was sinking and I was ready to bring out the big guns (mention yesterdays legal team meeting .etc .etc). I was on hold for a few mins, then put through to a very nice guy in Retentions.

This is all he said: "Hi there, you're through to Lee, I understand you want to disconnect?"

I was a bit taken aback!!! I then checked with him I could have a PAC code to take my number to another network. He said "thats absolutely fine, no problem - it should take 3-5 days".

He said "I assume you are cancelling due to the price increases? Please be aware that Orange are still the cheapest amongst their competitors" I told him that it didnt matter as I get terrible signal everywhere and still wanted to disconnect. He said fine and Bob's your Uncle - my PAC code is hopefully on its way!

Just wanted to reassure people it can be easy still.
I am about 12 months into an 18 month Racoon 45 contract and never go over my minutes but call the occasional 08** number. I did get the text.

Rockyroad

Virgil_Kint wrote: »

I spoke to Virgin yesterday and they said I had to write to them to confirm that I wanted to cancel & why.

I took the contract out over the phone so why can't I cancel it over the phone I don't get it.

Could someone advise the kind of text i need to include in the letter as I cannot access many of the adviaory websites included in other e-mails posts.

Thanks
Virgil

Hi Virgil,
In addition to my Orange contract for me, I have two Virgin contracts for my kids in my hubby's name. He called and they guy he spoke to said why do you want to cancel. When hubby explained that they use their phones really only for very short calls i.e I'll be late home etc, he said that was fine, no problem and agreed to disconnect both. As far as I was aware, Virgin were fairly easy to cancel with. Is it mabe worth a try to call again and see if you get a different advisor?

Walter_Sobchak

I have a call to an 0800 number for 53secs on 8th June which cost £0.113

They have told me that I do not qualify, isn't the call above one that will be increasing?

rachyrach2k

Well my consumer crusaders, I have finally managed to cancel my contract after many many calls to orange.

I have never even used my phone since I got it in April due to personal circumstances however, a nice guy called Ryan was sympathetic and he cancelled without being horrible or patronising.

I just went thru the regular 150 number after no success with the executive team.

Keep on at 'em! You'll eventually get someone who'll cancel for you.

mutedwhisper

Rockyroad wrote: »

Thanks for that info! No postal strike just major impatience on my part. I have that dreaded fear that if I phone Orange they will have no idea what I am talking about. I will wait until tomorrow for it to arrive and then take up the fight with customer services.
I think I am a bit concerned as it literally took me a minute to cancel and the girl just said fine pac code will be sent. End of call.

I would give it another couple of days. It's not impatience though, it's obviously just all the stories on hear filling you with doubt, I had the same! Like I said, I got my PAC in 2 days and have already taken my number to 02 and everything is cancelled with orange. Although...I've not had anything about a final bill yet so might have hefty charges for the remainder

sexpest699

Has anyone here cancelled, then before activating payg sim. Upgraded using orange website? just wondering. thanks

KellyWelly

I've finally got Orange to give me my PAC and assured me I won't have to pay any disconnection fees. I spoke to a woman who started off being difficult like the previous bloke but I made sure I knew what I was talking about before phoning, I had all the ref numbers from Ofcom and I knew the wording and detail of the changes and relevant sections of the contract and of the general conditions of the communications act. I told her I knew Orange legal were changing things by the day and that the 3 month rule had no basis in law and was something Orange had made up because of the huge unexpected number of cancellations.

She said that she doesn't normally work in retentions and that all the 'outgoing' where she normally works had been brought into retentions because they were having huge numbers of unexpected calls and things were changing all the time and went on and on about how she couldn't understand why they were doing it and that she completely understood where I was coming from.

She also gave me the name and ext of the man I spoke to before who was rude and hung up on me.

She spoke to her manager who authorised the PAC and disconnection and then went on at great length how they were trying to weed out the people who were 'lying and just trying to get a free phone' and went on and on about how people didn't even understand the changes they were just told by somebody else and so they were cancelling to get something out of it (like fairness and a legal contract maybe? lol.)

For the record - I have never made an 0844/0845 call according to Orange although I know of at least two I have made this bill cycle (not to get out of it - real calls!) but according to their rules I wasn't allowed to cancel but after quoting everything at the woman on the phone she admitted she didn't know !!!!!! she was on about and got authorisation from her manager - though when she came back on the phone she said it was because of the way I had been treated by the previous call handler (the lovely STEVEN.)