Orange mobile broadband - need help urgently

QueenOfComps

I use nothing abroad! She rung them when she got my bill while i was abroad on holiday

macman

JemmaLouise20 wrote: »

I am on a 18 month contract for 10Gb which is £24.47 a month

My mum's name is also on the contract she was added too it when i was on holiday and i needed her to speak to them so now they will speak too me or her, but she seems to explain everything better too them than me so she does it.

No i am not on a business tariff. This is my bill

Your Service Plans (VAT applicable)
Internet Everywhere 18mth 10GB : 19 Aug - 18 Sep


21.28



Call charges (VAT applicable)
Amount this month - see itemisation for details
Data charges


0.00
39.54

Total exc.VAT £60.82





...and here's how you did it


Text Summary
Non-inclusive texts used


1



Total texts


1


Data Summary
Inclusive megabytes used
Non-inclusive megabytes used


3071.9999
3190.7332



Total megabytes


6262.7331





data charges


Originating network Place called Call class Megabytes Cost OrangeBusiness LAN accessGPRSdata6262.733139.539

Total exc.VAT £39.54
Total non-VAT £0.00

Think you lost your formatting there a bit, but the figures highlighted show your inclusive usage and your exclusive usage. Roughly 3GB each, so total usage is just over 6GB. Clearly they have billed you for a 10GB inclusive tarriff, but you are being charged for excess data as though you were still on the original 3GB one! Your inclusive data should be 10,000 MB, not 3,000MB (1000MB =1GB).
Orange charge an eye-watering 1.43p per excess MB, so that's £14.30 per excess GB. So (on their figures), you are using an extra 3GB+, so that would add about £49 to your bill with VAT. Add the base tarrif of £24.47 and that's about the £75 of your current bill.
You need to go back to Orange yourself and insist on speaking to someone who can go through the bill with you, this will not be first level support. If the same error has been applied to all your bills since they increased your allowance to 10GB, then they should credit you any data charged over 3GB-plus maybe a month free as compensation!
PS: paying for any excess data over 10GB is absurd, as the business tarrif would be a better deal, as it gives you unlimited use for £25 per month on only a 12 month contract.

QueenOfComps

Thanks for that, really helpful!

I will ring them myself and see if i can get any sense, knowing that bit more information.

Is there any way to get out of my contract because of all of this?

Or am i stuck in it with no options.

Even if it went back to normal price it really is very slow and orange are unhelpful.

macman

I don't think it will get you out of the contract, no. You're probably going to have a battle getting it compensated even though (if I read it correctly) it seems clear what they have done. But you could certainly try.
Mobile broadband is not really an adequate substitute for ADSL broadband because of the limited speed even on 3G.

macman

PS: from the Orange mobile broadband FAQ's: how can I manage my data usage?
'This is not currently possible with the ICON 225 dongle. If you have one of our other dongles then the Internet Everywhere connection manager software will show you how much data you've transferred'.

doughgirl

That is awful. I get it free with my mobile contract and have never had a problem but they are a nightmare if you do need to speak to them so i hope you get it sorted soon

Orange_Company_Representative

Hi JemmaLouise20, I work for Orange and might be able to help.

Please send an email to [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL], including your personal contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Darren Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Darren
Orange Response Team

QueenOfComps

Can anyone just explain what Business LAN means and why it would be on my bill?

That has cost me £39.00 itself and i do not have business?

I have decided not too use this dongle from next week and cancelled my direct debit. I have a different company installing internet next week. Thanks anyway.

Donnie

JemmaLouise20 wrote: »

Can anyone just explain what Business LAN means and why it would be on my bill?

That has cost me £39.00 itself and i do not have business?

I have decided not too use this dongle from next week and cancelled my direct debit. I have a different company installing internet next week. Thanks anyway.

Have you contacted the Orange Representative above?

QueenOfComps

No i have just realised i am intitled to cancel my contract they sent me an sms last week too say my internet browing etc prices are being increased and terms and conditions say i am intitled to cancel my contract if that happens.