end your orange contract now!! URGENT!!!

mimi1234

Sorry, I am not really following this. A bit dumb you see. Ooops!

Can someone explain if I would be able to cancel my contract, and if so, would I have to send my phone back?

My new 18 month contract started a month ago. I did exceed my minutes by about 100 minutes. I only get 200 minutes.

Also, I got an upgraded phone, Samsung Tocco. Would I have to send it back?

TIA.

mimi1234

And I did get the text, but did not really pay attention to it.

Say I am allowed to cancel (or can try) and call them. I say "Hi, I want to cancel my contract". If they say "No, you can't". I say, "Well I have gone over my minutes over the last 3 months, so there!" Will that be enough? I'm not good at arguing.

jenniewb

naz17 wrote: »

3mobile would be facing a Cuban style exodus if they did.

On a more serious note - if your contract was mis-sold to you - try contacting Ofcom and launch a formal complaint. When i was on three - they did have a call centre in the UK i think - if you could get through to there you might get somewhere.

I tried this (I think it was a comsumer channel I went down, sounded something like "consumer direct"?)

The call went something like this:

CD: So you recieved the phone, and when it was not the handset you recieved, what did you do next?

J: I called up 3 to say I had the wrong item, they then said to me "just see what the handset is like, its very similar to the other one, turn it on and try the features, try the text and camera" (it is NOT similar at ALL- Its almost unuseable!). So I turned on the handset and practiced a text message- my sim never went into the card and I never therefore sent a text or saved a text.
I then said "no sim has been inserted" and they told me that I had inserted a sim and sent a text message. I said I had not as I had the sim still attached to the plastic card. It was like talking to an idiot, he just kept saying "you told me you inserted a sim". I tried asking to talk to a manager, he said one would call back in 3 days.

CD: You see if you would have said NO and simply sent back the handset, it would be possible but as you turned it on, 3 are within their rights to refuse your phone back.

J: But they told me to try it first!

CD: But as its a phone, they are not able to take it back after a sim has been inserted.

J: At that point on that day no sim had been inserted. They also told me the contract I had originally asked for had not been possible. It was for £15 not £10 a month and did not include 300 texts it was 50 texts, did not have 500 minutes it was 50 minutes and did not have any music downloads free. I have since inserted the sim but that was because I was sure I was caught in a situation I was unhappy with and unable to get it over-turned.

CD: We cannot get this contract cancelled, as the sim has been inserted. We could look into it for you, but the rules are as the sim has been used, its not possible to cancel the contract.

Seems I am in a no-win situation here. And I doubt ofcom could help- though I am so angry with 3 I will look into it, I don't have any dates and the contract (18 months) is die to start in August (they sent the phone to me in June) so I have nothing of the phone call written down anywhere. I doubt I will get anywhere but I like to think I am increaseing paperwork for 3. Anything I can do to hurt that business is fine by me.

Thanks,

Jennie

stunno

northerngeezer wrote: »

Thanks for your reply.

Have just tried again and spoke to someone else but again told can't cancel because I am not eligible.

He also said that every representative had been briefed this morning about who can and cannot cancel.

You have to have received the text message telling you of the change to the t&c before they will let you cancel.

It makes NO difference whether you have made 08** calls or gone over your minutes in the past, they are imposing a price increase that is outside their t&c and so you can cancel

As said above, read the thread on this forum and the link posted above, and keep trying until you get a CS rep that doesn't tell porkies! I was lucky and got one first time

stunno

mimi1234 wrote: »

Sorry, I am not really following this. A bit dumb you see. Ooops!

Can someone explain if I would be able to cancel my contract, and if so, would I have to send my phone back?

My new 18 month contract started a month ago. I did exceed my minutes by about 100 minutes. I only get 200 minutes.

Also, I got an upgraded phone, Samsung Tocco. Would I have to send it back?

TIA.

If it was only a month ago you may already be on the new t&C so would not be able to cancel. I believe this only applies to contracts taken out after June this year

lizzak

Thanks op!!! I managed to get a better phone on a cheaper contract through this, all they was going to offer me was a better tariff but i said that as i was most likely going to come back to them if i cancel could they offer me a phone aswell, he checked with his manager and i could!!

amir_manu

is this for 02 aswell or just Orange?

Hayhay_2

lizzak wrote: »

Thanks op!!! I managed to get a better phone on a cheaper contract through this, all they was going to offer me was a better tariff but i said that as i was most likely going to come back to them if i cancel could they offer me a phone aswell, he checked with his manager and i could!!

hello
im the "moron" op and i love it when the nice people get rewarded with what they wanted and the baddens get f*** all, i hope i managed to help some people as thats all i was trying to do, at the end of the day the people that are believing me about the wii etc are the people sitting back and laughing like lizzak above!

enjoy your new phones!! consumers triumph together!!! lmao

love_my_2_boys

Hayhay wrote: »

hello
im the "moron" op and i love it when the nice people get rewarded with what they wanted and the baddens get f*** all, i hope i managed to help some people as thats all i was trying to do, at the end of the day the people that are believing me about the wii etc are the people sitting back and laughing like lizzak above!

enjoy your new phones!! consumers triumph together!!! lmao

I am one of the people who took your advice, I managed to cancel 1 of my contracts absolutely no problem, but got the "your not entitled reply about my other 1 as I hadnt gone over my minutes"
I just wanted to say a HUGE THANK YOU to you, you are a top top person. The guy that made the moron coment is a tw @t
Thanks again

xxx

4810510

kev2050 wrote: »

The change has nothing to do with 08 numbers. Read through the thread above, you will be able to get out of your orange contract.

The change also includes an increase in the minimum call cost for 08 numbers. If you need confirmation check out the O PAYM price guide on their website. Big thread on this on the mobiles board with lots of info.

Seems to be a fair number of people who are being refused the chance to cancel their contracts so I thought I would add to my earlier posts by posting the text from the website that people are directed to by the txt message from Orange.

"changes to your monthly plan
Between 14 September and 23 September we'll be changing the cost of mobile internet browsing and some calls outside of the allowance included in your plan.
mobile internet browsing down to just 58.7p a day
From 23 September our mobile browsing charges are changing. Instead of paying £2.94 per MB up to a maximum of £1.47 per day, you will be charged a flat rate of 58.7p per day, subject to a 25MB fair use policy. If you have a mobile internet browsing bundle this will also be the daily rate applied if you go over your allowance.
If you often use your phone to browse sites like Facebook, or check for news, sports and weather, you could enjoy even better value with a 250MB bundle for just £7.34 a month.

calls in the UK
From 14 September if you exceed your inclusive minutes, the minimum call charge will be 14.7p for calls made to mobiles, fixed lines and your Answer Phone. With our Best Plan Promise we also automatically review your phone usage every six months and work out if your current plan is right for you. If it's not we'll tell you if a different one would suit you better.
from Europe

On 1 July we also cut the costs of our roaming texts by 60% to just 10.8p per message."

What isn't mentioned here is that if you look at the Orange price guide on the O website the "calls to premium rate and other special numbers" section it says "From 24 August 2009 phone calls to numbers beginning with 070 will be charged at 75p/minute and also subject to a minimum call charge of 75p per

call. For more information just go to orange.co.uk/guidetopaymonthly.

All calls are subject to a minimum call charge of 5p unless stated otherwise. From 14th September the minimum call charge will be 15p."

Essentially if you have called an 08 or 070 number then you will be seeing a large increase in your call charges.

I note that there has been some talk about O saying they have Ofcom agreeement to these changes. Just to be clear on this, it doesn't matter one jot what Ofcom agree to. When you entered into your contract with O you are bound by the terms and conditions. O are entitled to charge a higher rate if they are imposed by government - this isn't the same as Ofcom agreeing that the increase is reasonable.

Term 4.3.1 has also been mentioned and this says "we have increased the Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in the Monthly Digest of Statistics in any 12 month period;" the increase in question is way above the rate and therefore you are entitled to cancel as the contract has been changed to your detriment.

What if I don't go over my inclusive minutes?
If you don't go over your inclusive minutes and NEVER call 08 numbers then O will tell you that the increase charges don't apply to you. But they do apply to you, so if you make a call in the future the charge will be higher and that's going to be to your detriment. Quote them condition "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."

What if they won't let me cancel?
If you call and they won't let you cancel try and try again. If you still don't get any success ask them to note on your account that you called to give notice and they wouldn't let you cancel. Ask for the name and ext no. of the person you speak to then call back 10 minutes later and make sure the note is on your account. Now make a short 10-15 second call to an 0845 number and see what appears on your next bill.

Under your contract you can ask for arbitration.

"disputes between you and us

19.10 You may request that disputes between you and us are referred to arbitration under our Code of Practice for Consumer Affairs. We will supply a copy of our Code of Practice for Consumer Affairs to you on request."

I'm sorry this post is so long but hopefully it will help some people.